Is the Customer service from SE really that bad? Honest question..

I am seeing constantly that the CS is bad from square Enix..


I see constantly in the forums..I sent a ticket week ago and nothing.I sent 2 weeks ago nothing..I sent a ticket and they closed it for no reason..

I can't find any number to call CS...

I have this problem and can't play the game/can't login to the game and CS is non existent..


I am only asking this because in a few weeks i and everyone else are going to decide if we are going to start forking out real $$ to continue to play the game..and if something goes wrong with your account or need CS its an important detail that there is a decent CS system in place. Maybe im worrying too much but i am big on a company providing a properly run Customer service department if i am paying for a service..and this game is still a "service" by definition.

Honest opinions Is the Customer Service in your opinion that bad from SE that it should be considered as something that may hold back Subscribing to the game. I know its not a lot of money but its still money.

In my opinion? For me, the customer service was non-existant and I had to buy another copy of the game to fix my own problem after over a week. I'll still subscribe to the game because I enjoy playing it *shrug*

Yes.
Honest answer.

Tickets are ignored, and then closed with no resolution after they get too old.

Yes it is as bad as people say. You can expect to wait several days for a simple automated answer. I did enjoy though getting the customer support survey in my email and I did have a good time filling that one out. Hopefully everyone who have contacted CS will do the same as that might be the wake up call they need

As said above, the simple answer is: Yes.

They have too few staff to deal with too many problems.
Rather than employ more staff and/or streamline solutions, they simply delete everything over 48hrs old and force you to join the queue at the back.

If you need to contact them directly when a *major* issue hits (3102, 2nd Service Account, Hacked etc.) then you can expect:
1 - Several hours on the phone to a NON-FREE number, only to be disconnected before speaking to a representative.
2 - Several hours in a queue of 200+ people for a Live Chat operator, only to be disconnected when you hit #1 in the queue because "No operator available".
3 - Any and all tickets you submit to be ignored and/or deleted until you manage to speak to one of the elusive Reps.
4 - And if you are lucky enough to speak to a rep, you have (at best) a 50/50 chance of being fixed immediately, or left for up to 2 weeks waiting.

I was in Beta from P2, Pre-Ordered digital CE, and (to my shame) still intend subscribing.
However, I am still disgusted at the level of Customer Service offered by SE.
If FFXIV: ARR was not as addictive as it actually is, then I would not even consider subscribing because of the CS issues. It is no way to treat paying customers.

Awful. I am on my fourth ticket in two weeks and haven't received a response.

Well woke up this morning to 3102 error, checked forums someone said to check and see if any new characters were on my account... sure enough an RMT name popped up on another server some "Zxv Zxv" obviously hacked... I live only a couple miles from the Squenix NA headquarters, or at least where their phone number is based. So called... been on hold for 1h11m now listening to: Dial Tone > all operators currently busy blah blah blah > dial tone > rinse repeat.

Yes its that bad, I'll post the NA phone number here so if you'd like to try calling feel free, but i'm warning it wont likely go well.

(858)-790-7529 (inb4 my post is edited or deleted to remove this number lol)

(310)-846-0400 - secondary number, not sure which is better if either

Email is in, no option for live support, over an hour on the phone... Good luck to anyone else trying :/

Yes, their CS has been totally useless for me. I have submitted almost a dozen tickets for various concerns since Beta 3. About 1/4 resulted in responses that had nothing to do with the issue, 1/4 suggested I do things I already stated I did, and the other half were ignored. I always check every source I can before submitting a ticket, simply because I don't want to add more strain to the system unless I have to. The only reason SE CS hasn't driven me away is because all my issues were fairly minor IMO. The only major issue I had was due to settings on my computers, which I figured out on my own. I don't blame SE CS for not being able to figure that one out. They did have me call a company that had nothing to do with the issue though....

I have to admit that if I have a serious account-related issue, and they handle it horribly, I might have to move on. I'm keeping my fingers crossed that it never comes to that, because I really, really love playing FF14.

Can't even get a number for their legal department. That is how shitty their support is. My attorney is looking into it at the moment, so once I have a contact for S-E's legal team, I will post it.

For my experience, 2 days in a row on hold for over 5 hours, today I got disconnected with a message stating that they are closed. Right now, it is 15:00 PDT, and their support is supposed to be open 0900-1800PDT. Go ahead, call them and see for yourself: 310-846-0345.

I called in at 09:01PDT and was on hold up til 14:50 when I got dropped.

You're in the green if you have no issues, play it safe and everything account related has been researched before doing anything that would be dumb or make you regret it. Unfortunately too many things in this game put you in the yellow zone.

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

Square Enix has Customer Support?
Really?

Yeah that I don't believe.
I think they have a box on the website called Customer Support. It is a black hole.

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Originally Posted by Helli

Square Enix has Customer Support?
Really?

Yeah that I don't believe.
I think they have a box on the website called Customer Support. It is a black hole.

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Your ticket goes into their 'spam folder'.

Anyway up to now it's by far the worst customer service, when I compare it to Blizzard/Trion/Frogster/EA.
But I'm pretty sure some where a company will go above and beyond.
That said I can't blame their support, I don't know how much work load the have.

But truth be told any type of service is very lack lustre.
This includes

- Servers
- Account management
- Answering tickets
- Communicating with their customers
- Sending out codes
- Paying them

Everything seems just to be a complete pain to deal with.

Looking back at blizzard support...
http://www.easymemes.com/uploads/mem...2lEeUSBpIM.jpg

Yes it's horrible. I filled out the thing online about why I can't use a specific name for my character when no one has it on any server and it's not a vulgar word and if it has to do with you not allowed to use your square enix account name for a character name. I get an email back saying the thing is closed or whatever a few weeks later and then right after that an email to rate my experience with their recent customer service experience. I mean honestly this shouldn't take them more than 10 minutes at most to find out if there is such a restriction and to email me back. I'm enjoying the game so far but not satisfied with the customer service right now.

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Originally Posted by Hokulol

Looking back at blizzard support...
http://www.easymemes.com/uploads/mem...2lEeUSBpIM.jpg

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Ehh, I never had good experience with them either. To be honest I've had bad customer service experience with every game company except for the guys that published Tera over here. It's actually fun talking to them.

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Originally Posted by Schtick

Yes.
Honest answer.

Tickets are ignored, and then closed with no resolution after they get too old.

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I had this problem with SW:ToR when it first came out. No response, just closed.

Oh I let it rip .. I TORE into them when they sent out those surveys. If anyone gets one, LET THEM KNOW. Tell them their CS is utter crap. After a time it got better, not stellar ... but at least no more insta closing them out.

Even if a person has the same issue as 1k others, send a response. Don't close it.

Yeah, it's the worst part of this game. I like the game, but the customer service is not good. At least in NA.

1. Not enough staff.
2. The staff they do have is often untrained and not knowledgeable about your problem.
3. Often the first response is a canned response that shows they didn't read the original problem.
4. The regionalization is terrible. God forbid you move to another country in this age of globalization, you will have the worst time trying to pay or do other account things.

you see that thread thats sticky on top about ip throttling. that thread is 2 weeks old and 84 pages. Not a single dev response on it. not even one to at least say we are aware or we are working on it

I guess, due to the result of 1.0, a lot of resources was pulled out of the project, including CS staff.

I takes time to hire and train people, so be patient, after a few subscription months, they should have enough resources to hire more competent CS and technical staffs.

Honestly, yes without a doubt the worst I've ever felt with. Deleted tickets, 4 dropped calls after hours on hold. A chat system that doesn't work. The absolute worst and its not even a close second.

Well I have no key loggers on my account, a security token and my account has been hacked and suspended. zero luck getting a response from CS. So yes if you do have an account compromising issue you are screwed, buy a new copy of the game and restart... I was close to 50 too. That being said I have had issues with FFXI back in the day and they were quite quick and dealt with the problem. So maybe it will get better but it may be a good while before I even get to play again. I know there's a lot of resentment from all the goldseller spam but most of those spammers are hacked accounts, that's almost 1000 legitimate players that are unable to use their own accounts.

I gave up on FFXIV because of their CS department. Rather not have to deal with the headache of dealing with them. Not worth it.

I was able to end up talking to someone after I let my phone call them for 2hrs. The guy was helpful but he explained that he couldn't do anything over there about compromised accounts. I couldn't put a token on my account because I did not know the security questions(made this account when ffxi came out) I had 3 tickets open about getting the questions changed but it took my account getting jacked to actually call them. He said it would be like 7 days or something since they don't do that sort of thing inhouse in NA.

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Originally Posted by Bloodwillow

I had this problem with SW:ToR when it first came out. No response, just closed.

Oh I let it rip .. I TORE into them when they sent out those surveys. If anyone gets one, LET THEM KNOW. Tell them their CS is utter crap. After a time it got better, not stellar ... but at least no more insta closing them out.

Even if a person has the same issue as 1k others, send a response. Don't close it.

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Don't be an idiot about it though. You lose all credit as soon as you start saying their cs is crappy and they need to improve it. Anyone in customer service wants to know specifics, so yes, put in the survey why you think it is so terrible and use a neutral tone in your sentences. More people are bound to read it and understand that is why it is terrible, but as soon as you freak out, they are more likely to think you are just upset and taking it out on them. Happens to me at my job, but it doesn't help when they don't tell you what they didn't like.

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Originally Posted by Dakre

Don't be an idiot about it though. You lose all credit as soon as you start saying their cs is crappy and they need to improve it. Anyone in customer service wants to know specifics, so yes, put in the survey why you think it is so terrible and use a neutral tone in your sentences. More people are bound to read it and understand that is why it is terrible, but as soon as you freak out, they are more likely to think you are just upset and taking it out on them. Happens to me at my job, but it doesn't help when they don't tell you what they didn't like.

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agreed...

getting revenge feels good for about 5 seconds then its over and still doesn't contribute to helping them deal with the issues. There is no argument their CS department is in serious need of a major shakeup..and i think its purely in needing a man power boost and getting more butts in chairs answering phones and dealing with reports. Even if it was just in the short term they did this and then re-evaluated their numbers in 6 months..but for the time being they need a lot more people dealing with what i expect is an over whelming flood of reports , help requests and in game problems.

I did hook myself up with the 180 day sub regardless of the problems and took a chance that they will get these issues sorted in the short term...if not ill not renew and move on to the next game. By then its April and I am guessing ESO will be coming at some time and ill have BF4 and a few other games to keep me occupied until that is released...with as i expect just as many problems as this one has right now.