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

[krakkenpipe]

Agent Austin P: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: thanks
Agent Austin P: While I look over your ticket information, may I have your first name please?
You: Derek\
You: Derek*
Agent Austin P: Hi Derek, it seems that your issue is regarding registering to the wrong service account correct?
You: Correct. I accidentally created another service account when registering my game rather than adding it to my pre-existing early access account with all my pre-order items
You: It is a Windows PC version by the way
Agent Austin P: It seems that this ticket has already been added to the escalation list but please give me one moment while I verify.
You: Is it not possible to have the issue fixed right here rather than have my ticket escalated? I have been seeing users on the forums have their issues fixed directly
Agent Austin P: I verified that it is in our escalation list. You will be informed by e-mail when the issue has been resolved. We do apoplogize for any inconvenience.
You: There is nothing you can do about my issue right now? Like merging the 2 service accounts? i have been waiting for weeks
You: And trying to get through to support since the day after the game came out
You: Users on the forums were just able to have their accounts merged directly in live chat
Agent Austin P: Unfortunately I cannot as this will cause problems when it is fixed via the escalation list.
You: Can I be removed from the escalation lis then?
You: I'm sorry but this is just ridiculous
You: I have been at this trying to get it solved since the day after release, adn this is the first time I have even been able to reach an agent
Agent Austin P: That is not possible at this time.
Agent Austin P: Do you have any other issues that I can assist you with?
You: No offense, but this is the worst customer support I have ever seen. YOur customers are being treated horribly and waiting weeks, and in my case probably a month to use a product that they have puschased a week ago.
You: Can I be transferred to another aganet?
You: agent*?
You: every other case I have seen on the forums has been solved even with an escalted ticket
Agent Austin P: I do understand your concern but you did agree to the terms as it does state that this process can take up to two weeks.
You: I do not understand why only me personally cannot have my issue resolved through live chat while many others have
Agent Austin P: Their is nothing that can be done at this time. Please be patient as this is a high priority.
You: that HAVE had their tickets escalated
Agent Austin P: As I stated, your ticket is already being worked on at this time. You should have a response as soon as this issue is resolved.
You: Okay. Thanks


Probably going to be a hell of a long time before I'm playing...

[twidom]

Agent Austin P: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: thanks
Agent Austin P: While I look over your ticket information, may I have your first name please?
You: Derek\
You: Derek*
Agent Austin P: Hi Derek, it seems that your issue is regarding registering to the wrong service account correct?
You: Correct. I accidentally created another service account when registering my game rather than adding it to my pre-existing early access account with all my pre-order items
You: It is a Windows PC version by the way
Agent Austin P: It seems that this ticket has already been added to the escalation list but please give me one moment while I verify.
You: Is it not possible to have the issue fixed right here rather than have my ticket escalated? I have been seeing users on the forums have their issues fixed directly
Agent Austin P: I verified that it is in our escalation list. You will be informed by e-mail when the issue has been resolved. We do apoplogize for any inconvenience.
You: There is nothing you can do about my issue right now? Like merging the 2 service accounts? i have been waiting for weeks
You: And trying to get through to support since the day after the game came out
You: Users on the forums were just able to have their accounts merged directly in live chat
Agent Austin P: Unfortunately I cannot as this will cause problems when it is fixed via the escalation list.
You: Can I be removed from the escalation lis then?
You: I'm sorry but this is just ridiculous
You: I have been at this trying to get it solved since the day after release, adn this is the first time I have even been able to reach an agent
Agent Austin P: That is not possible at this time.
Agent Austin P: Do you have any other issues that I can assist you with?
You: No offense, but this is the worst customer support I have ever seen. YOur customers are being treated horribly and waiting weeks, and in my case probably a month to use a product that they have puschased a week ago.
You: Can I be transferred to another aganet?
You: agent*?
You: every other case I have seen on the forums has been solved even with an escalted ticket
Agent Austin P: I do understand your concern but you did agree to the terms as it does state that this process can take up to two weeks.
You: I do not understand why only me personally cannot have my issue resolved through live chat while many others have
Agent Austin P: Their is nothing that can be done at this time. Please be patient as this is a high priority.
You: that HAVE had their tickets escalated
Agent Austin P: As I stated, your ticket is already being worked on at this time. You should have a response as soon as this issue is resolved.
You: Okay. Thanks


Probably going to be a hell of a long time before I'm playing...

That's painful to read...I don't understand though...This escalation thing. What do they mean? When I got a hold of the agent at the time (or rather, my brother) he fixed the problem on the spot. It took 5 minutes so why the fuck are they "escalating" tickets?

[krakkenpipe]

That's painful to read...I don't understand though...This escalation thing. What do they mean? When I got a hold of the agent at the time (or rather, my brother) he fixed the problem on the spot. It took 5 minutes so why the fuck are they "escalating" tickets?

Exactly what I'm wondering. Everyone else I saw in this thread got helped right away. Guess I'm sitting thorugh the live chat queue again.

[twidom]

Exactly what I'm wondering. Everyone else I saw in this thread got helped right away. Guess I'm sitting thorugh the live chat queue again.

You could try making another ticket? Like I've said before, I've only seen two people getting their problem solved with ticket alone...Maybe a new one would help?

[Miakoda]

That's painful to read...I don't understand though...This escalation thing. What do they mean? When I got a hold of the agent at the time (or rather, my brother) he fixed the problem on the spot. It took 5 minutes so why the fuck are they "escalating" tickets?

They were "escalating" tickets to another dept because at the time, chat agents and those on the phone were not able to fix it directly.