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

[checharo_nng]

So, is EU chat support working today? Maybe they will not "escalate" today and let me play at last. week after ticket submission...

At least,EU chat worked yesterday.

[checharo_nng]

In observance of Labor Day, live support via the North American SQUARE ENIX Support Center will be closed on September 2, 2013.

Live support via the SQUARE ENIX Support Center will resume at 9:00 (PDT) on September 3, 2013.

FINAL FANTASY XI and FINAL FANTASY XIV GM support will continue to be available 24 hours a day, 7 days a week.

We thank you for your understanding.

i hope this one isn't another lie.

impossible is nothing for SE

[Shokei]

I guess EU support is more or less affected by the labor day as the head support center is located in the US? Another day of frustration...

[JezeT]

So, is EU chat support working today? Maybe they will not "escalate" today and let me play at last. week after ticket submission...

Well if you are going to test if they can do actually something today with the head office, then please tell us if it was a success

[Jellyfish]

So I found out that I actually live really near NA SE office in El Segundo.... wondering if they'll help me resolve the problem faster if I just go there in person -_-

[Zamera]

You won't get rested experience as the account is inactive.

I guess the ooooooonly upside is I have rested exp since last wednesday. For those who didn't log off in a sanctuary...I feel your pain.

[beater49]

You won't get rested experience as the account is inactive.

really? T.T

[beater49]

Well if you are going to test if they can do actually something today with the head office, then please tell us if it was a success

connected to the 5/1 channel and got directed to the EU chat support. oh well. T.T

[MajinUltima]

This is an extremely effective summary of the current issues, and of the likely fallout. The game is solid enough that even if most of us can't play for a month or two (which is absurd, I gotta figure the dual account thing will be mostly squashed within this next week), we'd probably still wander back the instant our outrage subsides. Protesting the game in our justified anger won't make a dent in the subscriber numbers so, ultimately, the only thing it would achieve is that the protestor doesn't get to play while others have fun...

It really sucks being such an irrelevant cog in the machine, but welcome to MMOs.

I contacted Kotaku and got this as a response:

I think they'll get a handle on the CS issues and we'll all move on. It's really frustrating to folks going through it, but once they get into the game, it's pretty great.
Will they lose a few players over these complications? Sure, but folks wouldn't be so upset if they didn't really want to play the game.

I've reached out to Square Enix about the issues.


On Sat, Aug 31, 2013 at 9:18 AM, name <email> wrote:
The numbers of sales look good, but is the customer support going to kill Square-Enix's new MMO, Final Fantasy XIV: A Realm Reborn? With reports of thousands of players having issues with registering their purchased copies on the wrong service accounts, long time players are now locked out of playing until their accounts are fixed. Simple enough, you have to fill out a form to fix your account, however in the terms of the form, it says the process can take up to TWO WEEKS to be completed.

Everyone knows that Customer Service representatives are every MMO's backbone. However, Square-Enix must have missed that memo, as it turns out getting a hold of their representatives feels like that we, the players that are locked out, will have to take the two weeks to even get a hold of someone. Calling either phone help line is hours and hours in the queue, with a monotonous disembodied voice repeating himself to first open a ticket before contacting the help line.

This goes with its own sets of problems where the phone will just disconnect you from the phone queue and you will have to START ALL OVER.

Now there is another line of contact in which is a hidden chat option which is incredibly hard to find. You have to go to a random FAQ post, click additional assistance, select the appropriate forms out, and behind all of that is a mysterious option for an online chat service which is found NOWHERE else on the site. You would think to be golden with such a hidden chat option, right?

Nope.

The chat queue has had it's peaks of 400 plus in its queue. This also can take hours onto itself to reach the goal. However, the chat box tries to reassure you that they apologize for the long wait and will connect you with an agent shortly. Great news! ...or is it? So you wait these grueling hours to reach number 1 in the queue, and you hang there for what feels like an eternity. Then all of the sudden, bam!

"Sorry no agents are available at this time. Please try again later."

Now you hit F5 and start the queue all over again. Now realizing that the apology notice isn't supposed to reassure you, but it seems to be placed there to be a carrot on a stick of sorts. You will never know if there is another person on the other end helping people, but you may be one of the lucky few who get to chat to someone.

This isn't the only problem, currently there is a size able thread with many, many complaints from people having this issue with their service accounts. However, with such a prominent issue on the surface of their technical support forum, there has yet to be a single word by any developer or anyone else on the issue.

What do you think will happen to Square-Enix's new MMO?



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[Roland_MCdoland]

I am done..I will make a new char on the new account I only had a week into the game...not going to kill me to start over. I will not have my preorder bonus' but ill live.