Problems with contacting Square Support(multiple ways)

I put in the first ticket that was deleted last week when they said they had to clear all the tickets. I put in a new ticket and have spent a total of 10 hours over 4 days waiting to get through to chat only to get a message that there are no more chat support agents to speak with for the day.

I've tried calling all the numbers on the forums, get nothing but busy signals.

I've filled out the form for the account merger thing that they came up with and still no action on it and it's been 6 days.

Today was the first day I've had off of work and refreshed the contact page until they started allowing to line up in chat, which started about an hour before they say their chat service is open. I waited 2 hours and finally got all the way up to the beginning of the line. AND THEN AGAIN NO CHAT AGENTS ARE AVAILABLE TO SPEAK WITH!?!?

My wife has repeatedly told me to somehow get my money back for this situation. I've told her it's not possible.

AND YOU KNOW WHAT REALLY GRINDS MY GEARS!?

I work for a cable, internet, and phone provider. it's our busiest season in fall, what with people moving around and setting up new accounts and people coming home from summer homes and beach houses and what not. Fox sports networks re-branding their channels and NFL Network/ESPN Gameplan pay-per-view starting too to add to it. My company has a mandatory 5 hours of overtime for every call center agent, lead, supervisor, and the Manager herself is staying. that's just my building. we have 13 other buildings and each of them have mandatory overtime as well.

Each night I've joined the chat queue at 4pm Pacific Time and got to the front shortly after 6pm when the webpage says it's closed. So us players get a message no more chat agents available. An extra hour a day per person is too much to ask for!?!? Howabout stopping entry into the queue an hour before 'official closing time' and then taking care of every person still left in the queue? when it's the end of the night, if there's any calls left in my office's call center queue, we have to stay until every customer is served. Is it just that Square refuses to have that kind of integrity?

I challenge any forum mod or dev or person in charge to contact me and take care of business for once and for all. Then man up and put in some hard work and take care of the rest of us.

Start taking care of your gamers Square.

If a refund was possible, I'd have already requested one.

The game is great!
The website is terrible.
The support is terrible.
The servers are inadequate.
The purchasing process and registration process is terrible.
The amount of communication between the devs and the players is deplorable.

No respectable business in the world quotes people 2-7 weeks, following up with an e-mail saying i'll be contact within 48 hours, then fails to do so. Furthermore, they've disabled their online chat. Their phone numbers are pain to get through, I called over 50 times spread across the week long ticket time, and I finally got through. I've currently been sitting on hold since 9AM, when they open. My phone is about to die, and I'm at work. The non-automated e-mail support system is nonexistent. This entire process is a joke.

On top of all of that, the very very short hours of operations conflicting with the standard monday through friday workweek makes even TRYING to contact them a hassle. If you don't do it at work, they are closed before your ticket is answered.

I swore I'd never do it, but, I've drifted a lot of MMO's recently, and I might return to azeroth.

what number did you finally get through on? we seem to have a completely matching situation. however- every where you look on the websites it "(paraphrasing) says don't call us, chat or email ticket is faster!"

I've ran a guild in WoW for 5 years. It really is a stale time. I'm beating myself up for playing FF14 and promoting it to a few coworkers and my guildies from WoW. the first 4 days of being able to play it on the prepurchased game was fantastic. everyone i've promoted the game to has already given up playing it. We still find ourselves playing WoW even if it is stale, because of the problems getting started here with FF14.

I got through on 1(310)846-0345

However, I called them at 9AM when they opened. I got busy signal at 9:00:05 when I called... repeatedly called and have been waiting on hold for 3 hours now. Still am yet to talk to a person.

Contact your bank and request a chargeback on the transaction, if SE won't fix it, bypass them and go to the bank. Tell them they are not providing the service you paid for, you bank will raise a dispute with SE on your behalf, and if they bank get a similar customer service experience as you have the chances of SE disputing the chargeback is slight.

I agree wholeheartedly about wow; I ran a guild, rode a spectral tiger, and was top arena rating on my server, there's nothing left for me there... at least I can play, though.

Quote:

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Originally Posted by Will01

Contact your bank and request a chargeback on the transaction, if SE won't fix it, bypass them and go to the bank. Tell them they are not providing the service you paid for, you bank will raise a dispute with SE on your behalf, and if they bank get a similar customer service experience as you have the chances of SE disputing the chargeback is slight.

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You're right, I completely forgot about that. I know for a fact that there's nothing Square can do to refuse the chargeback as we get those situations at my workplace as well. I posed my challenge to them though. I will give them until end of the day today to fix things or I'll do that chargeback.

Good luck getting a hold of someone to do a chargeback LOLOLOLOLOLOL

no Hokulol, you initiate a chargeback by contacting the 1800# on the back of your credit card. your bank initiates the chargeback. there is very little that anyone can do on the merchant side to prevent it, they can only do thier best to contact you and recollect on it.

Yeah. A refund is definitely possible.
But you have to go through your credit card company and seek a refund for goods/service paid for and not provided.
You won't get anything going through SQUENIX.

I've tried dialing that number about 30 times. sometimes for a split second you hear a voice start to say something, and then you hear a standard 'the number you have dialed is busy now, please try again later' click.

I wonder if we continue talking about how refund is possible and instructing people how to get a refund, exactly how quickly would Square respond? it's a dirty tactic, i'll agree, but whatever it takes to get support, right?

I got my account fixed today, called the 310 number and sat on hold for about 2 hours and my account was fixed in less than 2 minutes. I agree their customer support is trying to catch up, but I don't think they planned for the amount of people that are wanting to play. Stuff happens man, get over it and be patient.


Call right when the lines open up and just keep calling. I got them on the phone after about 20 tries. I tried over 150 times yesterday.

I've went from the end of the line to the front of the line for the chat service twice and got "no agents available, try again later"

I was holding on the phone after 38 tries to get into the phone queue, and waited 2 hours and 17 minutes and then was hungup on before reaching an agent. I called again and got right back in, in less than 20 minutes i was hungup on again. I've tried 86 more times since and still not able to get through the phone number.

My ticket and my form have been filled out for a week and no response.

WHERE THE FUCK IS THE SUPPORT!?