Customer support from Square-Enix is atrocious.

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09-07-2013, 06:13 AM
Zezlar

Customer support from Square-Enix is atrocious.

I have a friend who has been trying to contact Square-Enix for 2 days just to remove a token from his account.

Chat - 2 hour long queues only to get "no agents are available" (multiple times)
Email - No response
Telephone - Been ringing for 5 hours now.

Seriously, just to remove a token? He doesn't have the emergency removal password because his PC got fried and he had it stored on his HDD (which I yelled at him for)

Still, this is ridiculous Square. Get it together.
09-07-2013, 06:22 AM
Sushi_The_Pug

I second that. Im in the same situation.
09-07-2013, 06:23 AM
Sushi_The_Pug

Im 100th in que with an hour wait time. Lets see what happens...
09-07-2013, 07:09 AM
Hokulol

http://forum.square-enix.com/ffxiv/t...n-registration

Sushi, check this out.

You're wasting your time, I called at 9:09 one day (9 minutes after they opened) and sat on hold from 100% to 0% on my phone. Call monday at 9am pst sharp.
09-07-2013, 07:23 AM
Sushi_The_Pug

Quote:

Originally Posted by Hokulol

http://forum.square-enix.com/ffxiv/t...n-registration

Sushi, check this out.

You're wasting your time, I called at 9:09 one day (9 minutes after they opened) and sat on hold from 100% to 0% on my phone. Call monday at 9am pst sharp.

Thanks I will do this.
09-07-2013, 07:26 AM
InvincibleLombax

I agree it is absolutely autrocious.

Chat: Not available
Telephone: Always busy signal
Email: They told me to check my spam folder (which I already did), I told them I have been watching that, then they closed my ticket without solving my issue.
09-07-2013, 07:30 AM
DarkTrinity06

Yeah, their customer support is pathetic. Even when they answer my ticket, they don't respond to the issue I wrote about. I'd love to meet the person who is in charge with customer support and congratulate them for the fine job they are doing. :rolleyes:
09-07-2013, 07:36 AM
Hokulol

Quote:

Originally Posted by DarkTrinity06

Yeah, their customer support is pathetic. Even when they answer my ticket, they don't respond to the issue I wrote about. I'd love to meet the person who is in charge with customer support and congratulate them for the fine job they are doing. :rolleyes:

Oddly enough, that guy is probably increasing the profit margins more than you can believe. Annoying for us, good business for them. They won't need the staff we think they should (and they should... damnit) have on hand during these times in a month. A couple players will quit, but, a majority of players who want to play FF14 will, even if being put off for a month. Unfortunate as it is, it makes perfect sense to me....
09-07-2013, 07:45 AM
DarkTrinity06

Quote:

Originally Posted by Hokulol

Oddly enough, that guy is probably increasing the profit margins more than you can believe. Annoying for us, good business for them. They won't need the staff we think they should (and they should... damnit) have on hand during these times in a month. A couple players will quit, but, a majority of players who want to play FF14 will, even if being put off for a month. Unfortunate as it is, it makes perfect sense to me....

I highly doubt the person is doing much of anything for profit margins, for the better. Let us not forget this remade game, in SE's words, is to mistake the wrongs of the past and gain it's customer's trust again. When you sub to the game you are not only paying to play the game but the associated service such as customer support for it. When players are having issues, some even already claiming to leave or considering it, the last thing you wanna do is make customers less happy by giving awful support that is supposed to help players resolve issues. That will only help push more people away. Those numbers in loss subscriptions will ad up very quickly, especially if it's a player that could of potentially been one that would sub for years.
09-07-2013, 08:05 AM
TasOgie

I assume that is American support? cos the UK one is superb to say the least. I waited less than 2 mins, an had my account fixed so fast.
09-07-2013, 08:05 AM
Hokulol

Quote:

Originally Posted by DarkTrinity06

I highly doubt the person is doing much of anything for profit margins, for the better. Let us not forget this remade game, in SE's words, is to mistake the wrongs of the past and gain it's customer's trust again. When you sub to the game you are not only paying to play the game but the associated service such as customer support for it. When players are having issues, some even already claiming to leave or considering it, the last thing you wanna do is make customers less happy by giving awful support that is supposed to help players resolve issues. That will only help push more people away. Those numbers in loss subscriptions will ad up very quickly, especially if it's a player that could of potentially been one that would sub for years.

You could spend huge dollar amounts on a customer service team that is going to be excessive after launch turbulence, or lose 5% (made up number) of your player base that may or may not have quit anyway. It's safe to say the people who are put off by this are not going to be die hard life time subscribers. Furthermore, this has almost come to be expected with a majority of game launches. This is over the top relatively, but, people still expected it. There was a pretty interesting article I read about customer support "curves", but, of course i'm failing to find it now.
09-07-2013, 08:43 AM
Loriethen

Just another unhappy customer chiming in. I received notification that my email ticket was being closed yesterday due to the massive amount of support load and to resubmit my ticket.

Today I decided to try and use the chat function. Sat for about two hours until I was number one in the queue then was greeted with a message saying there were no agents available and the status changed to "Cancelled"

I've just resubmitted my email ticket again.

I'm just a 1.0 Player trying to apply my recently purchased 2.0 Collector's Edition Key. I didn't even assign it to the wrong service account, just trying to get CE status on my existing account.

Without whining much more, I'm considering just parting ways. Really too bad.
09-07-2013, 09:23 AM
InvincibleLombax

I recommend filing complaints with the BBB.
09-07-2013, 09:58 AM
BDM

I submitted my request 8 days ago... Still no way to get phone support and just today had my issue dismissed without any help.
09-07-2013, 10:21 AM
Melodius

THEY WHERE KNOWN FOR THIS FROM THE LAST MMORPG....... many where cautious because of how there players where treated then.
Honestly feels like japan servers get what ours are not. Don't open NE EU servers if your not going to give us and attention...
09-07-2013, 10:42 AM
Skylain

Quote:

Originally Posted by Zezlar

I have a friend who has been trying to contact Square-Enix for 2 days just to remove a token from his account.

Chat - 2 hour long queues only to get "no agents are available" (multiple times)
Email - No response
Telephone - Been ringing for 5 hours now.

Seriously, just to remove a token? He doesn't have the emergency removal password because his PC got fried and he had it stored on his HDD (which I yelled at him for)

Still, this is ridiculous Square. Get it together.

Lol I'm in the same situation. And why I need to unlink the token is because the token app reset on its own. It's funny when they make notices like this.

http://eu.finalfantasyxiv.com/lodest...004b15d14792c8

You're more likely to get sabotaged by Square than anything else. While complains about this game needs to be attended to, I think they should really pay attention to day-to-day operations and problems faced by customers as well.