Completely Ignored by SE Staff

[srrsmr8586]

I have submitted multiple inquiries regarding one incident and I have been redirected, ignored and prevented from further inquiries by your staff. I am absolutely fed up with being treated like I am some pauper, begging for assistance. My issue will be addressed on this thread or I will take my business elsewhere. I submitted a ticket to the in-game staff regarding a bug. To read into the content of this ticket please reference ticket number 2730105. The ticket's content read as follows:

"
Firstly, please explain what is meant by 'Zone'. Am I required to input what zone I, myself, am currently in (NA)? Does this refer to my character's current position in-game? This field is extremely ambiguous. Secondly, 'The Keeper's Hymn' item is not working correctly or is mislabeled. The text currently states:

"When sung, invokes the hand of Althyk, turning back time and resetting any previous physical bonus."

Please note the use of the word, "any", in the sentence above. This implies, however vaguely, that the item will reset any bonus points currently alloted on your character. I used this item while playing as a Thaumaturge. I wanted the stat bonus points reset for my Arcanist. I was sure, given the text pasted above, that the bonus point reset would apply to all classes. Unfortunately, since the item was poorly described, I received a reset for a class that did not need any points reset. Please adjust, in whatever way you see fit, the points on my Thaumaturge and reset the bonus points for my Arcanist. Thank you for your cooperation. In the future, please correct the item description for 'The Keeper's Hymn'.
"

I was asked to submit the information given about to the forum, which I did under Thread Title 'Keeper's Hymn Item not Working Correctly'. I was informed, after waiting four days for a reply, that my information was incomplete and a second thread was required of me in order to fill in the missing details. I then created a second thread with the same name as the first. The content of the second thread is as follows:

"
Thread Title:
Keeper's Hymn Item not Working Correctly

ISP:
Time Warner Cable

Type of Internet Connection:
Cable Internet

Internet Connection Speed:
DL - 20Mbps, UL - 2Mbps

Date & Time:
Friday, September 6th (09/06/13). Approx. 6:30 PM EDT.

Frequency:
Once

Character Name:
Greyish Splendiferous

Race:
Miqo'te (Female)

World:
Sargatanas

Class/Level:
Thaumaturge, Approx. level 20

Area and Coordinates:
Limsa Lominsa, near the 'Aft Castle' warp point.

Party or Solo:
Solo

NPC Name:
None

Monster Name:
None

Item Name:
The Keeper's Hymn

In-Game Time:
Not known (not relevant)

Steps:
'The Keeper's Hymn' item is not working correctly or is mislabeled. The text currently states:

"When sung, invokes the hand of Althyk, turning back time and resetting any previous physical bonus."

Please note the use of the word, "any", in the sentence above. This implies that the item will reset any bonus points currently alloted on your character. I used this item while playing as a Thaumaturge. I wanted the stat bonus points reset for my Arcanist. I was sure, given the text pasted above, that the bonus point reset would apply to all classes. Unfortunately, since the item was poorly described, I received a reset for a class that did not need any points reset. Please adjust, in whatever way you see fit, the points on my Thaumaturge and reset the bonus points for my Arcanist. Thank you for your cooperation. In the future, please correct the item description for 'The Keeper's Hymn' to more accurately reflect the item's function. Please let me know if any additional information is needed from my end and thank you for the assistance.

Edit: Added approximate time of the incident.
"

A Moderator of the forum informed me of the following:

"
Thank you for posting your concerns about the Keeper's Hymn. I have made sure to submit all of your information to the development team, and they will thoroughly investigate this matter, based on your report. Unfortunately, I cannot guarantee that a direct response will be posted on this thread, but I do recommend checking Here or Here for any details regarding the development team's investigation. Thanks again for your report!
"

Not only was my issue not resolved, it was not even acknowledged. In fact, the questions I posed regarding the issue were purposely not addressed. The Moderator also locked the thread, ensuring that I could not inquire on the status of my actual request. This is unacceptable. I asked for a response regarding my specific circumstance; not regarding the bug's progress. I require an answer for my question below (please read the ticket content above for full context):

"Please adjust, in whatever way you see fit, the points on my Thaumaturge and reset the bonus points for my Arcanist. Thank you for your cooperation."

If this is not the correct area to send this complaint, please forward it to the correct team, as I have run out of options for reporting this to your 'customer service'. I am extremely unsatisfied with the level of service I have received thus far and I expect an answer to my legitimate complaint shortly.

Thank you for your assistance and please let me know if you require any additional information.

Edit: Addition of Moderator locking the second thread.

[Tafariel]

The item is working correctly, it's poorly written text at best. Do you really think that it would be intended for the item to reset all of your skill points for every class you leveled? Would you like to reset all of your points every time you wanted to change one of them? On the issue of you being completely ignored, you weren't. You say yourself your issue was acknowledged by a mod, and that he forwarded the "problem". Just because you didn't get the answer you wanted doesn't mean it was poor customer service. This is a minor issue if not at all, and if you're willing to stop playing the game over it then good riddance.

Edit: You are some pauper, begging for assistance attention.

[srrsmr8586]

I have nothing to say to someone who is not affiliated with SE. Please direct your misguided response elsewhere.

[Hokulol]

Any and all are not the same.

Any:
one or more —used to indicate an undetermined number or amount <have you any money>

All:
used to refer to the whole quantity or extent of a particular group or thing.

They have properly reset any att pts your character had; the other att pts were not active, so they were not reset. It did not claim to reset all of your points. In my opinion, the choice of words may be cloudy, but, a majority of people would understand the final outcome of the item, and it does not need to be revised.


Aside from why I think your initial claim is wrong, what are you doing in a public forum, that the staff doesn't visit, asking for support from the staff? Take the proper channels. Pick up the phone and call support. Or, if you want a cup full of sorry from us, it appears we aren't steeping it to your liking. It may be different if you were trying to rectify the problem for the future. Forums are the place to report bugs, not to have them reversed on your account. The main goal of your post is to have your account serviced, which doesn't transpire here.

Edit: Tone back your drama queen attitude if you want support. As a salesman, your fickle loyalty to my company that could be shattered by a simple issue such as this speaks on the value of yourself as a customer.

[Misledz]

A cup full of sorry is what's going to happen, but tell me again why is it so hard to farm for tokens to get a new one? Spend an hour or two in Dragonhead with Fate parties and you'd get enough for one. I just bought a barding worth 8k for my chocobo which I seldom use considering I've finished the game and now have a Magitek Armor Mount, you don't see me whining about it do you?

[srrsmr8586]

Hi, Hokulol. While I didn't appreciate the rude comments at the end of your message, I did appreciate the information above. I did not know this area of the forum wasn't monitored by SE; I should have paid more attention to the forum guidelines, etc. That being said, I'll take your advice and contact SE via a more-direct method.

I suppose I will attempt to impart some advice of my own, since yours was also helpful. Remaining objective on something that particularly frustrates you (I understand this statement is quite hypocritical coming from myself) is an extremely valuable trait. Obviously, I was quite upset last night and did not follow my own advice. I appreciated your advice, but the insults really put me off of taking the advice seriously at first. Either way, thank you for your comment (and the comment below your own - Misledz).

[Tanoose]

You are able to get another one through the use of seals gained from various tasks that you do, although it takes some time to gather, you can rest assured that all is not lost. This game is an RPG, there is no do over, there is no going back in time and changing decisions that we all make and regret. That is part of the game, and that is what draws a lot of people to play it. We have all made mistakes with our character at one time or another, whether it was wasting money on things we cannot use, adding attribute points to the wrong stat, making our toon look like it was beat by a Galka, wasting event items on the wrong gender garments or in this case, misreading, or misunderstanding what the item actually does. It is all part of the game. One thing I am thankful for is that SE has provided at least some type of description for these items instead of letting us all find out what they do as we go on. I am sorry for your misfortune, but, it can be fixed by playing on.

Does everyone remember cursed soup?

[Hokulol]

Hi, Hokulol. While I didn't appreciate the rude comments at the end of your message, I did appreciate the information above. I did not know this area of the forum wasn't monitored by SE; I should have paid more attention to the forum guidelines, etc. That being said, I'll take your advice and contact SE via a more-direct method.

I suppose I will attempt to impart some advice of my own, since yours was also helpful. Remaining objective on something that particularly frustrates you (I understand this statement is quite hypocritical coming from myself) is an extremely valuable trait. Obviously, I was quite upset last night and did not follow my own advice. I appreciated your advice, but the insults really put me off of taking the advice seriously at first. Either way, thank you for your comment (and the comment below your own - Misledz).

TL;DR
Thanks, but quit being a douchè hoku.

Eloquently put. Out of all the people i've helpsulted on the internet, you've probably taken it the best. Takes a big man to say thank you to someone who's condescending to you. I hope your issue is resolved.

[Astrolia]

@ OP

This? THIS is your big "fix it or I quit" moment? REALLY?!?! /facepalm

P.S. I have yet to see a single employee of SE respond to these forum threads. Just saying.

[MutznNutz]

@ OP

A bit of an overkill, ragequit because of what is, in effect, a relatively minor issue.
Compared to issues such as 3102, 2nd Service Account, and being Hacked, what your describing is more of an inconvenience.
I appreciate it may be frustrating as hell, and I would also be seriously pi$$ed if I made the same mistake. But it still registers rather low on the "game breaking issues" scale.

@Astrolia

There are SE people who read the forums. I have seen a very few direct replies to threads from them, more likely they start a new Thread in the Sticky and go from there. But they do have eyes in the forums.