Security Token: Where can you find the emergency removal password?

[Tamoa]

This is actually the first time I've ever heard of an emergency removal password.

[Nura]

You know you forgot something in your screenshot

*SNIP AS ASKED REMOVED !




Just saying ZacDevon xD Using same name as in forum risky xD

[Shini]

Customer service agent enrage is what I got.





My ticket did NOT say that my token is not working, it specified the problem of not having an emergency password. Before I could apologize the agent disconnected.

*edit* for clarification:
- The core message from the ticket said "my emergency removal password does not display" and included a screenshot (see page 1).
- I intended to ask if there is an emergency password option for the hardware token with "emergency option", maybe I phrased it a bit odd.

[Tamoa]

Wow... Just wow. That's bad. I too have been concerned about my token dying soon - guess it isn't a genuine issue, eh? So anyone who has a hardware token will need to actually phone their support - now that's going to suck as in cost me a goddamn fortune, I have always used live chat support, which won't be possible if and when my token stops working. Hmm...

Edit: actually, how would you be able to contact them through live chat and talk to that agent if your token had stopped working like he claimed you said? You wouldn't be able to log in to your SE account, so yeah, makes no sense. Unless there's another way of accessing live chat that I don't know about.

[ZacDevon]

You know you forgot something in your screenshot

Whoopsies

Thanks. Now If I may ask you to remove your image and the sentence about what my mistake was, we can at least contain it

As for that representative, well, that was a bit rude.

[Zholi]

Well, it looks like somebody should be fired.

[ThusFarJay]

Customer service agent enrage is what I got.




My ticket did NOT say that my token is not working, it specified the problem of not having an emergency password. Before I could apologize the agent disconnected.

I work in chat as a supervisor for another company (telecommunication) and I can say this is one of the most horrid chats I've ever seen.
Clearly English is not the first language. Which is not an issue but if you are going to have International employees service English customers,
they should at least be competent in it. A few things should have taken place:

1. Clarify the issue and paraphrase.
2. Show empathy, understanding and that you are dedicated to doing all you can to resolve.
3. Define options as cancel and suspend seem to have the same result.
4. Show interpersonal skills and respect for the customer. Demanding that a customer answer a question, is not suggested. You should instead re-word to be sure they understand the question. If the agent had active listening, they would have noticed that you wished to cancel your request.
5. Agent rants are not for the customer or public to know. (Keep it at home, as I say) Each customer should feel as if their individual issue is special regardless of contact volumes.
6. You always ask if the customers needs anything else to prevent further contacts and even heavier volumes.
7. Customers end chats, not agents. Just in case any late or forgotten questions come to mind.

That said, WHAT IS GOING ON SE? You have a good product, great community team so customer service should be essential and simple.

[rubina]

I gave up on their support back in the FFXI days when I couldn't get back into my account after leaving the game for a few years. I lost my original box set and their Live Chat service refused to help because I didn't have my original credit card from 5 years earlier which I originally opened the account with.

[Arriverderci]

Why the hell was she being rude for? Can we report representatives like that
They just make the company look awful. Happened to me once, they should NEVER close chat until you're finished and bid farewells...and I wasn't.
Highly unprofessional to say the least.

[Shini]

@ThusFarJay: Very important info.

I wish our conversation had followed the rules. Especially the first one since the agent didn't understand the problem, even though I clarified in the ticket "my emergency removal password does not display". Of course, I could have been more specific at the end when asking if there was an emergency password solution for the hardware token, but at that moment it was more important to clarify that my token is working. When he said that and immediately broke off the chat, I was really shocked.

Not having an emergency password - as described in the FAQ and shown by other players - is a genuine issue for a customer. Can't imagine how someone from a support chat can't see that.

However, there is a good outcome: The issue is clarified for others and me.

@rubina: wow, that really sucks.