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

[The_Barber]

i've come to the conclusion that the people on the phone are POWERLESS...they simply added you to this magical "escalation" list that is designed to make you feel like something is being done. I don't see how it's an "escalation" if everyone who gets through which has to be thousands of people, get added to the list. This after telling you that since you are "requesting" a change that they could not guarantee a change would actually happen.....and it could take up to 2 weeks for it to happen or not happen.

I've had to call a couple of other gaming companies in the past with issues. And each and every time the person who answered was empowered to do what it took to fix your problem. Had an authenticator issue in Rift, called Trion, guy on phone had it fixed in less than 5 minutes. Had an account issue with WoW, person on phone not only fixed the issue, 2 days later popped up in game to make sure everything was still copecetic and handed me a bunch of ore. Had an account issue with GW2, called up, had it fixed no problem.

The simple solution to this headache was one of 3 things

1. Issue a new product key to those who had this problem, and then going in and invalidating the old product key.

2. Extend the free access period for all until most of the issues were handled

3. create a merge account button that would merge account 2 with account 1


But see those problems are a little too simple, at least we think so. The utter lack of communication is what is really ticking me off. If you cant say give out new product keys, why not just hop on here and tell us why and what you are doing about it. The last Twitter and Facebook posting Square made were about joining them for PAX and killing a Titan and winning a t-shirt, that and a photo of some dorky cosplay chick with the quotation "We got heals covered at pax" under it.

Honestly, you are out at PAX promoting how good the game is, yet you have thousands of people who made an honest mistake because of the lack of good communication on your part. It obviously was not clear the way it was worded or structured.

After the fiasco that was version 1.0, then the population issues with the 9000, 1017, 3012, 1d10t errors, the pre order codes, the server lockouts, the queues, the ceasing of online sales......the least you could do would be to take a little break, a deep breath, look at the big picture and extend early access or get us new codes. But who am I to suggest that PAX is an insignificant event, I mean what, hundreds of your million players are going to be there, so you drop everything to go give out some I killed Titan t-shirts and take pics of dorky looking cosplay chicks. If you took all the personel at PAX and put them on the phone that would be what 50 extra phone calls an hour you could answer. Reducing the caller rate, and putting more people per hour on the holier than thou "ESCALATED TO THE HEAVENS" list.

I'm not saying I am right, nor am I saying all my facts are straight, but given the complete lack of communication, leaves me to form these observations based on what your player base is saying.....and my own experiences.

I waited for almost three hours on hold, long distance, today before I got to talk to "Chris" in customer service. He firsts tells me that my ticket number is wrong and I need to fill out a form. Then tells me if I cant fill the form out in like 30 seconds he is going to make me call back.....rude.....should have some patience with people we had patience waiting for you. Then he informs me that i am "Requesting" a change, but that meant that there were no guarantees it would happen. It could take up to 2 weeks, and the only way to know if it has gone through would be to check the mog station every hour. if it didn;t go through in a week give them a call. My ticket had been added to the "Escalation" list....along with thousands of others.

Its a joke.

A litlle, and I mean a little communication would be like finding a gold plated leprechaun holding a gold plated pot full of gold at the end of a golden rainbow right now. Take 5 minutes out of your busy cosplay photo session at pax and update us. Give us a way to track our damn tickets.

---end of line---

[Brokenchain_Prototype]

3. create a merge account button that would merge account 2 with account 1

---end of line---

They could add a button for merge then make 2.1 update remove it again

[scream21]

i've come to the conclusion that the people on the phone are POWERLESS...they simply added you to this magical "escalation" list that is designed to make you feel like something is being done. I don't see how it's an "escalation" if everyone who gets through which has to be thousands of people, get added to the list. This after telling you that since you are "requesting" a change that they could not guarantee a change would actually happen.....and it could take up to 2 weeks for it to happen or not happen.

I've had to call a couple of other gaming companies in the past with issues. And each and every time the person who answered was empowered to do what it took to fix your problem. Had an authenticator issue in Rift, called Trion, guy on phone had it fixed in less than 5 minutes. Had an account issue with WoW, person on phone not only fixed the issue, 2 days later popped up in game to make sure everything was still copecetic and handed me a bunch of ore. Had an account issue with GW2, called up, had it fixed no problem.

The simple solution to this headache was one of 3 things

1. Issue a new product key to those who had this problem, and then going in and invalidating the old product key.

2. Extend the free access period for all until most of the issues were handled

3. create a merge account button that would merge account 2 with account 1


But see those problems are a little too simple, at least we think so. The utter lack of communication is what is really ticking me off. If you cant say give out new product keys, why not just hop on here and tell us why and what you are doing about it. The last Twitter and Facebook posting Square made were about joining them for PAX and killing a Titan and winning a t-shirt, that and a photo of some dorky cosplay chick with the quotation "We got heals covered at pax" under it.

Honestly, you are out at PAX promoting how good the game is, yet you have thousands of people who made an honest mistake because of the lack of good communication on your part. It obviously was not clear the way it was worded or structured.

After the fiasco that was version 1.0, then the population issues with the 9000, 1017, 3012, 1d10t errors, the pre order codes, the server lockouts, the queues, the ceasing of online sales......the least you could do would be to take a little break, a deep breath, look at the big picture and extend early access or get us new codes. But who am I to suggest that PAX is an insignificant event, I mean what, hundreds of your million players are going to be there, so you drop everything to go give out some I killed Titan t-shirts and take pics of dorky looking cosplay chicks. If you took all the personel at PAX and put them on the phone that would be what 50 extra phone calls an hour you could answer. Reducing the caller rate, and putting more people per hour on the holier than thou "ESCALATED TO THE HEAVENS" list.

I'm not saying I am right, nor am I saying all my facts are straight, but given the complete lack of communication, leaves me to form these observations based on what your player base is saying.....and my own experiences.

I waited for almost three hours on hold, long distance, today before I got to talk to "Chris" in customer service. He firsts tells me that my ticket number is wrong and I need to fill out a form. Then tells me if I cant fill the form out in like 30 seconds he is going to make me call back.....rude.....should have some patience with people we had patience waiting for you. Then he informs me that i am "Requesting" a change, but that meant that there were no guarantees it would happen. It could take up to 2 weeks, and the only way to know if it has gone through would be to check the mog station every hour. if it didn;t go through in a week give them a call. My ticket had been added to the "Escalation" list....along with thousands of others.

Its a joke.

A litlle, and I mean a little communication would be like finding a gold plated leprechaun holding a gold plated pot full of gold at the end of a golden rainbow right now. Take 5 minutes out of your busy cosplay photo session at pax and update us. Give us a way to track our damn tickets.

---end of line---

100% agree with you