File a complaint with the BBB

http://www.bbb.org/los-angeles/busin...le-a-complaint

Non-delivery of service and unmanned customer support channels.

There are unmanned customer support channels? :/

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Originally Posted by Porcelain

There are unmanned customer support channels? :/

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Chat - "No agents available" after 2 hour wait during business hours.
Phone - Hung up on me after 3 hours on hold.
e-mail - No response for 6 days.

What was your issue? =o Or is it private? Maybe the community can assist you.

You'll get no complaints from me, but it won't do you any good unfortunetly.

Look, i understand your complete frustration and need of having the wrong turned into a right......I'm in the same boat.......but you do realize the BBB isn't a real power or authority right? They collect complaints, yes they can contact someone on your behalf, but neither party you or them (in this case Square) have to do anything about it. Go look at Blizzard or Bioware's report....tons of claims....they are still going strong. The BBB was created at a time when a watchdog was needed for catalog sales and walk in brick and mortar business.....now it is simply a complaint bin with no real power.

not trying to discourage you, just trying to share some truth.

My family business stopped paying the annual fee to be a BBB trusted business about 10 years ago.....how much business did we lose? ZERO, we've actually grown more in that 10 year period then we did the first 32 the barber shop was open.....

did you say chat support will be available at 12:01am PDT?

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Originally Posted by Porie

did you say chat support will be available at 12:01am PDT?

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midnight pdt...about an hour from now

Well...I'lll try and be available for that....But I thought they were not available on weekends?

Quote:

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Originally Posted by Porie

Well...I'lll try and be available for that....But I thought they were not available on weekends?

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no phones on weekend....just chat support.....probably robots, or monkeys, or robot monkeys trained to hit buttons that generate pre-written responses, must be nuclear robot monkeys, no way just a regular monkey could do that, has to be nuclear robot monkey cylons working at skynet

Sorry, but you signed a user agreement

I was going 2 do that I had the site open lol but then I got someone in live chat if they don't have it fixed soon I just mine do this I been waiting so long :/

I actually can't find where to do live chat again. I keep clicking around and can't find it =[

BBB complaints should remain limited to:

- dealing with hostility from customer support
- fraudulent marketing of a product
- selling a product that is known to be defective
- refusing to reimburse defective material.
- failing to deliver goods after paying.
- changing conditions post purchase (asking for more money to gain a product once you paid the initial asked cost)
- illicit or legally unacceptable behavior towards you from the company.

If you have been victim or have substantial reason to believe one of the above fit's your condition, gather all material necessary to make a case and inform the bureau of the situation.



But failing to reply to your email after 6 days, loosing the line after three hours or situations explainable by how busy they are isn't really subject to get the BBB's attention...

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Originally Posted by Ultimaetus

Sorry, but you signed a user agreement

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I'd hate to say it, but pretty much this. I know it's long, but it would do a lot of people some good to sit down and read through the terms of service for once before launching various accusations and threats. The OP is also incredible vague about what isn't being delivered. I do agree that their email support sucks though. I had a ticket dropped because it had been in queue over their 48hr turnover.

Quote:

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Originally Posted by Mike_Oxlong

Chat - "No agents available" after 2 hour wait during business hours.
Phone - Hung up on me after 3 hours on hold.
e-mail - No response for 6 days.

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Oh dear someone doesn't know that they are only open until around 6 p.m. Pacific time..... as for the e-mails.... well I'd like to see you answer over 100k e-mails with 100 employees to do so in a week and actually give them answers not just "we're sorry" copy and pasting. ugh think for a moment or take a xanax....

The phones they have tons of people calling all at once and the phone system crashed most likely so there is one possible scenarios out of many.

About 75,000 attended the last American Superbowl I believe.

SE have stated that their concurrency is over 200,000 people and growing. Growing so much they have stopped sellling the game.

It's pretty amazing that almost 3 times more people are being entertained in FFXIV at any one time than attended the one game at that Superbowl.

Give SE a chance, remember that this is a game, it's not something critical like your pacemaker failing. Go outside, admire the last days of the Northern Summer and relax with friends.

SE are doing an amazing job, the game is a phoenix, a glorious multicoloured and exciting joy risen from the ashes of something that was as ugly as a dodo bird.

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