Lost free 30 days for accidentally registered to the wrong service account?

[Quincy]

It doesn't take two sets of eyes to see that a little more than 10-20k people are having this issue.

You are selfish one aren't you. Just because you can't play doesn't mean they should prioritize in ticketing and not the game. What if they escalated your ticket and you get to play the game? I bet you will bitch to prioritize the game and not the ticketing.

[Tamoa]

Well, I've given up hope for now, I don't think my account will be fixed today, so I'll make sure to set my alarm tomorrow and be ready to contact them on live chat as soon as it's open (assuming it hasn't been fixed by the time I get up, which I honestly don't think it will be).

[Billiam]

You are selfish one aren't you. Just because you can't play doesn't mean they should prioritize in ticketing and not the game. What if they escalated your ticket and you get to play the game? I bet you will bitch to prioritize the game and not the ticketing.

I can promise you the guys at customer support are not responsible for making the servers any better.

[poisonivy923]

Hey guys, I had this double service account thing happen to me as well a few days ago. I had already entered my preorder code from Amazon on my first account and decided to upgrade it to the CE. This somehow created a second account containing the CE items and my 30 days free playtime, while my original beta account had my characters and my Amazon preorder items. I sent in the "correct" ticket (the one that asks for the current and intended accounts) about three days ago. After one day's time, I received the generic "we have received your ticket and will respond within 48 hours" that hadn't been updated since the beta. So after browsing this forum topic I decided to try to get into live chat last night. The wait was a little over two hours but I waited it out and got in finally. I will post the convo below in which the agent expedited my ticket after giving him verification info. At the end, I asked about my 30 days free playtime and his response was a generic "we don't have any information on that at this time." BUT - lo and behold this morning I logged in on my original account to 4 new Moogle letters with my CE items and checked the Mog Station to see that the 30 days had been freshly moved over as well! (no lost days during the mix-up) So there is hope! If you can spare two hours (which I spent in Eorzea anyway with the chat queue up on my second monitor) then you may have a quick fix! Just wanted to share

(Note: this is the NA chat support and it is clearly important that you submit the correct ticket first so that they can just speed up the process)

Chat
ClosePrint the Transcript
Status: Disconnected

Agent Ricardo L: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Ricardo L: While I look over your ticket information, may I have your first name please?
You: *****
Agent Ricardo L: Thank you *****. Have you filled out another ticket to merge accounts?
You: Yes the number is: *******
Agent Ricardo L: Thank you. Let me take a look.
Agent Ricardo L: Please hold while i escalate your ticket.
You: Alright
Agent Ricardo L: Unfortunately, your ticket does not verify. However, since you have already submitted one, we can move into the second tier of verification procedures. Please provide us with the following information:

Name
Date of birth
Email address
Full street address
Phone number
Security token serial number
Square Enix Id

You: (gives all information)
Agent Ricardo L: Thank you for that. Please hold.
Agent Ricardo L: Ticket has been escalated. Just wait and should be process in a couple of days or less. You can still play on the intended account.
Agent Ricardo L: Are there any different issues I can assist you with right now?
You: Will I still get my 30 days of free playtime as well? And how long will I be able to play on the intended account until my trial time is up
You: because it is supposed to end after today I believe
Agent Ricardo L: We don't have any news in regards to that matter. But you can play on your intended account until time runs out.
Agent Ricardo L: Anything else?
You: No, but thank you for everything
Agent Ricardo L: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Ricardo L has disconnected.

[Larkspur]

I'm not the only one waiting. So you can call me selfish as you please. I've got friends waiting I want to play with and they're stuck in the SAME situation after following the "correct" instructions to register.

[Yamitri]

You are selfish one aren't you. Just because you can't play doesn't mean they should prioritize in ticketing and not the game. What if they escalated your ticket and you get to play the game? I bet you will bitch to prioritize the game and not the ticketing.

I think your post just gave me cancer.

That is the most ridiculous thing i have ever read. You are really daft if you think everyone here, especially Larkspur, doesn't notice that SE has dug themselves a grave and quickly filling it, by NOT adhering to their customer support. This has essentially gone past the point where apologising is acceptable, at this moment in time they need to clock a massive amount of OT on customer support, fix their servers and GIVE FREE GAME TIME to all those affected, and possibly offer in-game rewards even. I am not the only one who is pissed about this, over 30k people have posted for various issues and yet less than a quarter of those people are being helped.

It does not take a semi-observant person to see that at this point, i'd venture to say.. -shudders- that i think i'd rather deal with EA's customer support.. and that is a scary thought.

[trashmyego]

This is now my third day attempting to contact them through live chat support. I just experienced my fifth 2+ hour queue that ended with my session being canceled and told that there were no agents available to help me. This is beyond unacceptable.

[Asakawa]

Same happened to me, my tickets were ignored after the 48 hours. I'm trying to contact online support chat but after waiting hours and hours all I get is a 'cancelled' message, because no one's available. Phone support for me is complicated due to timezones, but I guess that's what skype is for!

If they don't solve this till next week, I'll ask for a PSN refund. Honestly =/

And i was so excited about this since 1.0... *sigh*

[Larkspur]

I think your post just gave me cancer.

That is the most ridiculous thing i have ever read. You are really daft if you think everyone here, especially Larkspur, doesn't notice that SE has dug themselves a grave and quickly filling it, by NOT adhering to their customer support. This has essentially gone past the point where apologising is acceptable, at this moment in time they need to clock a massive amount of OT on customer support, fix their servers and GIVE FREE GAME TIME to all those affected, and possibly offer in-game rewards even. I am not the only one who is pissed about this, over 30k people have posted for various issues and yet less than a quarter of those people are being helped.

It does not take a semi-observant person to see that at this point, i'd venture to say.. -shudders- that i think i'd rather deal with EA's customer support.. and that is a scary thought.

Be careful what you wish for. EA might have a problem right around the corner. At this point we either dread waiting, or dread being kicked out of the chat queue without a response. Either way their registration method is what cause the issue in the first place, which I believe they should still overhaul the mogstation page so new players don't run into this issue as well.

[mase123987]

What Square Enix and a lot of companies don't understand is that customer service is one of the most important parts of a customer business. Amazon is where it is today because its customer service people are quick and will bend over backwards to make sure you are happy with your purchase.

When I worked in a 4 star hotel back in the day, we were always told that customers who had problems that were fixed quickly returned as customers more than those who never has problems. Point being, people appreciate and love those who truly show a company cares.