NA / PS3 Users, don't even bother calling for subscription services

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09-05-2013, 10:18 AM
KilLMNOP

NA / PS3 Users, don't even bother calling for subscription services

After DAYS of calling with busy signals, being disconnected countless times from the chat queue, I finally got to speak with a CS rep. After a rude hello I gave the woman my ticket number for the correct form to switch my subscription to the correct service account, she made me verify my account and promptly told me "there is nothing I can do".

"Excuse me?" I reply
"I cannot do anything with this, I can only send the ticket some where else. There is no ETA. What else do you want" she claimed.

I asked if there was an average time to fix and of course she told me no.
"Fine, escalate the ticket, how will I be notified of the escalation or when it is fixed?" I asked.
"You will probably get a new registration code from the PSN or something, check your email. Is that it?"
I said it was and she promptly hung up, without even so much as a good bye. This morning, I checked the ticket hoping something had happened only to see the ticket was closed. I though they must have fixed it, certainly... right?

Contact Time 09/03/2013 17:00
Details Platform: Windows
Title: FINAL FANTASY XIV: A Realm Reborn
Outline1: Account
Outline2: Registration Information
Status: Closed

Within a matter or seconds from hanging up the phone, she simply closed the ticket. Platform: Windows? The ticket was made out for PS3.... what does windows have to do with this? Outline1: Account? What... what does that even mean?

So, for PS3 member, even if you get through it won't make a difference. They don't care, SE doesn't care, they just want to push you through to make you wait again. What a shame... the game is great, but this will be my last SE purchase ever. At this point I just want a refund, but I don't have the will to wait 5 hours on the phone to be treated like a pest and eventually given no refund anyway.
09-05-2013, 10:29 AM
ScarecrowJames

Quote:

Originally Posted by KilLMNOP

After DAYS of calling with busy signals, being disconnected countless times from the chat queue, I finally got to speak with a CS rep. After a rude hello I gave the woman my ticket number for the correct form to switch my subscription to the correct service account, she made me verify my account and promptly told me "there is nothing I can do".

"Excuse me?" I reply
"I cannot do anything with this, I can only send the ticket some where else. There is no ETA. What else do you want" she claimed.

I asked if there was an average time to fix and of course she told me no.
"Fine, escalate the ticket, how will I be notified of the escalation or when it is fixed?" I asked.
"You will probably get a new registration code from the PSN or something, check your email. Is that it?"
I said it was and she promptly hung up, without even so much as a good bye. This morning, I checked the ticket hoping something had happened only to see the ticket was closed. I though they must have fixed it, certainly... right?

Contact Time 09/03/2013 17:00
Details Platform: Windows
Title: FINAL FANTASY XIV: A Realm Reborn
Outline1: Account
Outline2: Registration Information
Status: Closed

Within a matter or seconds from hanging up the phone, she simply closed the ticket. Platform: Windows? The ticket was made out for PS3.... what does windows have to do with this? Outline1: Account? What... what does that even mean?

So, for PS3 member, even if you get through it won't make a difference. They don't care, SE doesn't care, they just want to push you through to make you wait again. What a shame... the game is great, but this will be my last SE purchase ever. At this point I just want a refund, but I don't have the will to wait 5 hours on the phone to be treated like a pest and eventually given no refund anyway.

did you get her name or work id number thing? if so report her I'M not 100% sure but i think people normally record these calls.
09-05-2013, 10:38 AM
KilLMNOP

No, when I asked for her name she gave me "Square Enix Support, what do you need?". Then again, I don't have it in me to wait on hold for another entire day to tell them about it, to not get anywhere in the end.
09-05-2013, 10:45 AM
eggle33

her name will be in the audit log for the ticket if she closed it so just launch a complaint.
09-05-2013, 10:48 AM
RyuPower

did you use this
https://support.na.square-enix.com/c...82&la=1&daxx=2
that should help
09-05-2013, 11:03 AM
KilLMNOP

Quote:

Originally Posted by RyuPower

did you use this
https://support.na.square-enix.com/c...82&la=1&daxx=2
that should help

Yes, did the form on 8/30, the day the free days ended. Gave her the ticket with the form and everything.
09-05-2013, 11:29 AM
Czechmate

From what it sounds like she was returning in kind...
09-05-2013, 01:53 PM
Kamina33

Yes. First rate development, high production value, quality art/designs, and wonderful music. Great, great games.

Their customer service and support center is disgustingly bad though. Horrendous. Had my own share of bad experiences.
09-05-2013, 02:18 PM
Timeraider

I had the live chat support.. tbh that one was very quick and very helpfull for me
09-05-2013, 07:34 PM
Swiftly

Quote:

Originally Posted by Czechmate

From what it sounds like she was returning in kind...

Fanboi alert!!
09-05-2013, 07:51 PM
Leoniz

Quote:

Originally Posted by KilLMNOP

After DAYS of calling with busy signals, being disconnected countless times from the chat queue, I finally got to speak with a CS rep. After a rude hello I gave the woman my ticket number for the correct form to switch my subscription to the correct service account, she made me verify my account and promptly told me "there is nothing I can do".

"Excuse me?" I reply
"I cannot do anything with this, I can only send the ticket some where else. There is no ETA. What else do you want" she claimed.

I asked if there was an average time to fix and of course she told me no.
"Fine, escalate the ticket, how will I be notified of the escalation or when it is fixed?" I asked.
"You will probably get a new registration code from the PSN or something, check your email. Is that it?"
I said it was and she promptly hung up, without even so much as a good bye. This morning, I checked the ticket hoping something had happened only to see the ticket was closed. I though they must have fixed it, certainly... right?

Contact Time 09/03/2013 17:00
Details Platform: Windows
Title: FINAL FANTASY XIV: A Realm Reborn
Outline1: Account
Outline2: Registration Information
Status: Closed

Within a matter or seconds from hanging up the phone, she simply closed the ticket. Platform: Windows? The ticket was made out for PS3.... what does windows have to do with this? Outline1: Account? What... what does that even mean?

So, for PS3 member, even if you get through it won't make a difference. They don't care, SE doesn't care, they just want to push you through to make you wait again. What a shame... the game is great, but this will be my last SE purchase ever. At this point I just want a refund, but I don't have the will to wait 5 hours on the phone to be treated like a pest and eventually given no refund anyway.

Man, that's just such poor service. Of course I expected this and I never called but only submitted support tickets which were never answered. To me purchasing this game was like buying a product which does not function in a shop, going back to the shop's location only to find out the shop is gone, nobody to help you or respond to your issues and nobody knows where the hell they went. Not an uncommon phenomenon when you're being scammed if you catch my drift.