Rude SE Chat Support, and HUGE Breach of Security

[slykkoxin]

I'm extremely mad that dev's wanna make posts about things they plan to implement to the game but can't even address serious issues like this

[Wartog]

When he closed my tickets he added someone else's chat log and personal information, and sent my information to them. I'm appalled by the way this representative handled both of our accounts, and feel this information needs to be spread. It's one thing to be rude, but it's another completely to give an absolute stranger all of my personal information.

And you know this how?? If you can't provide proof of this you are just giving false information.

I'm extremely mad that dev's wanna make posts about things they plan to implement to the game but can't even address serious issues like this

How does this have anything to do with the devs????

[Comicbookguy]

How do you contact them by CHAT or PHONE? All I see is email

[MrHeat]

Im starting to lose my cool. Ive rolled with the punches, but this is just dumb. Been working on my guy since open beta and now i might have to say oh well ill just start all over again, making open beta and early access a waste of time. I tried chat support. they had me wait for a a hour and a half just to tell me there was no one to help me. then i did the mail. its been 3 days and nothing. So now i find myself not being able to get on the game with my guy and guild on Lev for this 3 day weekend. hell i would bite the bullet and just rebuy the CE on digital, but they took that down. All these issues are starting to add up. one thing after another thing after another.

[omgitslos]

Im starting to lose my cool. Ive rolled with the punches, but this is just dumb. Been working on my guy since open beta and now i might have to say oh well ill just start all over again, making open beta and early access a waste of time. I tried chat support. they had me wait for a a hour and a half just to tell me there was no one to help me. then i did the mail. its been 3 days and nothing. So now i find myself not being able to get on the game with my guy and guild on Lev for this 3 day weekend. hell i would bite the bullet and just rebuy the CE on digital, but they took that down. All these issues are starting to add up. one thing after another thing after another.

Things started to get to smooth. Something had to be broken.


I am in queue for a rep. I hope I have a better experience :/ I understand that they are rushed, but they could be a bit nicer

[Kemintiri]

Im starting to lose my cool. Ive rolled with the punches, but this is just dumb. Been working on my guy since open beta and now i might have to say oh well ill just start all over again, making open beta and early access a waste of time. I tried chat support. they had me wait for a a hour and a half just to tell me there was no one to help me. then i did the mail. its been 3 days and nothing. So now i find myself not being able to get on the game with my guy and guild on Lev for this 3 day weekend. hell i would bite the bullet and just rebuy the CE on digital, but they took that down. All these issues are starting to add up. one thing after another thing after another.

I'm in the same boat but I haven't joined a guild yet so I think if I can find a server that's open I'll just reroll. I'm not too concerned about the time I spent leveling, I just want my pre order stuff.

[Taban]

I posted this in another thread, but here's the response I received from the devs after waiting for 10 days for a response on my ticket.

[Zyltas]

It sucks that this happend, and shows a pretty poor job by that CS rep.

I put in a ticket when I first ordered my game as I got no email but luckily had copied my code from the site even though it said it would email me. I put in a ticket asking about this and a few days later got a message saying it would take 48 hours to hear back. It has now been 3 weeks.

To those blaming the devs though, this has nothing to do with the devs. This is all the CS and billing departments getting things wrong.

[Camate]

Hello,

Here is a statement from the support manager regarding this issue.

The security of personal information is something we take seriously at SQUARE ENIX and especially in the Support Center. This violation of support protocol was immediately reported internally and an investigation has been launched. After a thorough investigation, we will be taking the necessary actions to improve the level of quality and operating procedures in order to prevent a repeat violation from happening again. I sincerely apologize to those affected by this violation, but rest assured security is a top priority and everyone’s personal information is indeed safe.

SQUARE ENIX Support Manager

[Qeepel]

Hello Aella,

Thank you for bringing this matter to our attention. First off, we deeply apologize for your negative experience with our support center. It is certainly understandable how concerning it is for your confidential information to be kept private and there is no excuse for this type of error to occur.

I will be escalating your concern to the proper parties to ensure the matter is reviewed and that all policies and procedures were followed and any necessary corrective actions taken.

Again, we deeply apologize for the inconvenience this has caused you and appreciate that you have brought this to our attention. It is our goal to provide excellent customer service and this will help us to correct further related problems from arising.

If you have any additional concerns, please feel free to let us know and we will strive to provide you with the best possible resolution.

Thank you again, and take care.

-SQUARE ENIX MODERATOR