Bad Technical support!!!!

ok here's the deal, I call they are busy and if I try to live chat with them with my pop up blocker off and antivirus off, I just get "sorry no one here at this moment plz try again at another time" after trying 3 times and waiting 2 hours each time!!!! but really I just want my game key that I never got in my junk or my inbox so I can plat FF14.

not like im asking for my money back yet but good Technical support would go such a long way!!!

Yep customer support is shit, no nice way to put it, it's a disgrace and need sorting ASAP, had a lovely survey come to me the other day and it scored 1 on all of it( 1 being the worst it can be).

I must agree, they are f...ing loosers.

You will need to contact billing and get some kind of proof of purchase ive tried multiple times to get my registration code. They said unless you get proof "you might have to repurchase the game" oh they'll push that one a lot. My exact situation is I purchased 1.0 and tried to put my card info in to keep playing. Nope, for some reason the webpage doesn't recognize my ownership of it even though its clearly says account created on Nov. 17 2012. Seriously, good luck to you getting your code. You and I will need it.

Square Enix has by far the worst customer service I have ever seen.

http://i.imgur.com/E8nyHrD.png

I agree 100%. I tried the live chat, and waited in line for 2.5 hours, and then when I finally got my chance, I get a message saying that nobody is available. WTF? You couldn't have given me that as soon as it was the case? Really? Not to mention that support via phone disconnected me twice after about an hour of holding each time.

Ha. That pic is brilliant.

So, phones are down now. After having spent my entire day sitting and trying to phone in to no avail. This will be 8 days and counting since they "received" my ticket, and something like 10 since the problem actually started. I know the El Segundo office is SUPER understaffed and they are very friendly people so I'm not going to blame them for this. It isn't their fault that S.E didn't put forth the minimal amount of effort required to prevent this.

I spend 4 hours on the phone to talk with them I mean 4 HOURS!!!! This issue with SE Is not new game same thing was happening with ffxi. Worst of the worst you more likely to get a heart transplant on a terminal gerbil than getting in touch with SE and don't bother with the GM either

Call started at 1:09pm and ended at 4:26pm.

So after the incident I've had with my 2 service account issue, I finally got a hold of a representative and though I was expecting a rude guy over the phone, he seemed so calm and a bit overwhelmed as I apologized and told him my issue. I gave him my ticket number as well as my info to verify my account.

So once it was verified he asked me to hold on as he went ahead and fixed my issue on the spot. Didn't have to wait hours or days for them to fix my service account issue. He came back on the phone and said, "Alright miss, I have transferred your CE items from Service Account 2 to your Service Account 1 and everything is there" Although, I did confirm with him that if i have made a character on the Second Service Account, it would have been erased and not transferable.

But as he spoke the words I was sooooo waiting to happily hear we said our goodbyes as I thanked him gratefully. I went ahead and checked my mogstation to happily find everything was fixed! I was overwhelmed with joy as tears almost ran down my cheeks!

He has said a few things,

"Yea we have a high number of emails and tickets with the same issues and sometimes repeat tickets which overwhelms the traffic and makes us even work harder to get to the ones that really matter such as your issue"

"Yea, the best way to get issues resolved quickly is getting through contact support over the phone".

Btw, I am NA-PC Digital Collectors Edition customer and I have waited 4 days with an inactive account and 4 hours for a rep to finally pick up. I called 858-790-7529. And btw, do not send multiple tickets lol. I advise you, that is why it's harder for them to resolve issues. Once you get a hold of a rep, he's gonna ask for 1 ticket and that's either your "Wrong Service Account" Form ticket number or one of your more important ticket numbers you have sent unless you have multiple issues with your account.

But anyway, yes, my account is fixed and now prepared to continue leveling tomorrow morning!

Yeah the customer support isn't great, the live chat didn't help me with my issue of wrong regions originally and threw useless automated links in my face when I mentioned even a hint of the EU, on an NA live support chat. None of my emails ever got useful replies either.

I eventually sorted my own problem out, Used my Pre-Order code and Game Registration code on an account set to the region that would accept them, which meant I didn't miss out on anything, I just kind of liked the fact I had played through Beta on the same account is all.

I can't even imagine their workloads during beta and this, but they need to be better equipped regardless.

Quote:

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Originally Posted by Dusterol

I must agree, they are f...ing loosers.

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the 12 year old is strong in this one.

Quote:

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Originally Posted by Ameroth

the 12 year old is strong in this one.

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Everyone has that inner 12 year old who shows up at various points throughout their life, I say that because the odds of them being actually 12 are terrifyingly low.

well I got mine to work after waiting 3 hours in line to talk to someone. if you got the game from Square Enix as a digital download, go to https://www.findmyorder.com/sstore?A...r&Locale=en_US and type in your email and last 5 on the card you used to pay for it and there is your game code :DDDDDDDDDDDDD

I've had to deal with customer service far too many times over the years and the system is pretty terrible. The real surprise is that while the system is horrible and it takes forever to get to a real person once you do their reps are actually really good. A few things I've learned over the years. First off don't even waste your time with the email reports. I have never gotten any use out of it, at best it will be a week or two before you get a useless reply. My last time using it was during the XIV Beta, I got a response finally yesterday that wasn't even a response it was an email asking me to take a survey asking how my experience was. As you can guess my survey was not very kind.
Most importantly when trying to get ahold of them make sure you call at the right time. They are only open from 9-6 PST Mon-Fri. That is for all support. I know the hours are bad and I have never had a problem when they are actually open. Especially right now with the massive screw ups of the past couple weeks expect to spend several hours trying to get ahold of them which means don't even waste your time after 3 or 4 PST. I've been trying to get a real person for around a week as it is over issues canceling my FFXI account and had zero luck. It really annoys me because I know that once I actually do get a person it will take less than 5 minutes to resolve. The system they have set up is one of the worst I have ever seen and sadly it isn't going to get any better. It has been this way for years and the higher ups simply just don't care about it.

Quote:

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Originally Posted by Nareia

Call started at 1:09pm and ended at 4:26pm.

So after the incident I've had with my 2 service account issue, I finally got a hold of a representative and though I was expecting a rude guy over the phone, he seemed so calm and a bit overwhelmed as I apologized and told him my issue. I gave him my ticket number as well as my info to verify my account.

So once it was verified he asked me to hold on as he went ahead and fixed my issue on the spot. Didn't have to wait hours or days for them to fix my service account issue. He came back on the phone and said, "Alright miss, I have transferred your CE items from Service Account 2 to your Service Account 1 and everything is there" Although, I did confirm with him that if i have made a character on the Second Service Account, it would have been erased and not transferable.

But as he spoke the words I was sooooo waiting to happily hear we said our goodbyes as I thanked him gratefully. I went ahead and checked my mogstation to happily find everything was fixed! I was overwhelmed with joy as tears almost ran down my cheeks!

He has said a few things,

"Yea we have a high number of emails and tickets with the same issues and sometimes repeat tickets which overwhelms the traffic and makes us even work harder to get to the ones that really matter such as your issue"

"Yea, the best way to get issues resolved quickly is getting through contact support over the phone".

Btw, I am NA-PC Digital Collectors Edition customer and I have waited 4 days with an inactive account and 4 hours for a rep to finally pick up. I called 858-790-7529. And btw, do not send multiple tickets lol. I advise you, that is why it's harder for them to resolve issues. Once you get a hold of a rep, he's gonna ask for 1 ticket and that's either your "Wrong Service Account" Form ticket number or one of your more important ticket numbers you have sent unless you have multiple issues with your account.

But anyway, yes, my account is fixed and now prepared to continue leveling tomorrow morning!

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Are you on PC? I hear nobody's getting fixed on PS3. I'm on PS3....