Charged for the game 15 days early, never purchased 1.0, screwed by CS. (livechat)

[tort]

Agent Kevin H: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: I dont think I posted my question
You: there was no place to put it
Agent Kevin H: Let me take a look here.
Agent Kevin H: Can I have your name?
You: NAME
You: Basically, my account was charged a few days ago, even though it shold not have been. I did not receive my full 30 days, let alone the free 7 days of playtime that was given to all players.
You: I was charged on the 15th day, despite not being a 1.0 player.
Agent Kevin H: Alright, let me take a look at your account.
Agent Kevin H: What is Square Enix ID?
You: XXXXX is my account name
Agent Kevin H: For security reasons, we are unable to address your account issues without first verifying your identification. Please provide us with as much of the following information that you can:
Agent Kevin H: Name
Date of Birth
Email
Address (Including City/State/Zip code)
Token Serial (If applicable)
You: RL NAME
You: BIRTHDAY
You: EMAIL
You: ADDRESS
Agent Kevin H: Thank you, that verifies the account.
Agent Kevin H: Ok I see a conflict here.
Agent Kevin H: You say you're not a 1.0 player, but from what I see here, there is a 1.0 registration on the account.
Agent Kevin H: Which would explain being charged in the timeframe provided.
You: That is incorrect, I never purchased 1.0. My friend did give me a 7 day trial pass, but was unhappy with the game, so I never purchased it.
You: I have my purchase receipt from greenmangaming, with my serial key and what not.
You: I purchased the game on 6/16/2013 as a pre-order
Agent Kevin H: What was the code your friend provided you?
You: I don't recall, that was years and years ago.
You: back on launch of 1.0
You: Activation keys:
DAXEZE-660-XAMEWU-237
Agent Kevin H: I'm reviewing the information I have here. It looks like you were given a Buddy Pass code for FFXIV 1.0 which does count as a Standard Edition service registration for 1.0 which means your account did receive a 30-day

trial.
You: Okay, so then why was I charged after 15 days?
Agent Kevin H: Unfortunately, this means that the account is considered a returning/pre-existing service account which means it doesn't qualify for a new 30-day trial.
You: The game hasn't been out yet, yet, as you can see from the account I was forced to pay for my subscription via crysta.
You: I am sorry, but that is unacceptable. I paid for the game, I did not receive any of the benefits the 1.0 players received, I would appreciate it if you guys did not try to steal my money, or time.
Agent Kevin H: As for the 15 day period, 1.0 users were provided 14 days of game time as part of the Welcome Back program, while the 7 day extension only applied if you were able to login before the 9th as that was the deadline to

receive the extension.
Agent Kevin H: Regarding that code you've received from GMG, that is not a proper game registration code.
Agent Kevin H: That's the pre-order redemption code
Agent Kevin H: Which is used to claim the Pre-Order code for Early Access and the Moogle Cap/Cait Sith Minion.
You: Sweet, so we are able to verify that I did infact pre-order the game, and am entitled to my 30 days of play time + 7 days of free time due to the servers.
You: All that needs to be done now, is to credit my account properly, to reflect my purchase, rather than stealing my money and time.
Agent Kevin H: The 30-day trial only applies to new service accounts.
You: which is what I am.
Agent Kevin H: From what I can gather, it doesn't seem like you've registered a new service account with the code you should've received from Green Man Gaming.
You: But I did register a new service, because I never had a service to begin with.
You: My service started once I entered my keys from the 27th.
You: If you're unable to assist me, I will need you to escalate chat to your management.
You: This is absolutely unacceptable.
Agent Kevin H: Let me confirm what's going on with your registration.
Agent Kevin H: Did you receive a 20-digit game registration code from Green Man Gaming?
Agent Kevin H: That should start with either R4WU. R4VU, RCWU, or RCVU.
You: Activation keys:
XXXX XXXX XXXX XXXX XXXX
XXXX XXXX XXXX XXXX XXXX
?
You: the R4WU one then.
Agent Kevin H: Yeah that code is showing up on my system as not having been redeemed or registered.
You: If it's not been redeemed, then I would be unable to play the game.
You: As there are no physical copies of 1.0 on my account. Only a buddy pass, as you confirmed with me.
Agent Kevin H: The Buddy Pass qualifies as a 1.0 Standard Service Account.
You: The buddy pass was a 7 day free trial. NOT a purchase of the game.
Agent Kevin H: Which would indicate your account as a returning account, and not a new service account.
You: Again, if you're unable to help me, please escalate me to a manager now.
Agent Kevin H: Again, the Buddy Pass qualifies as a 1.0 Standard registration which meant it was given a 30-day trial.
Agent Kevin H: As the current code you possess is also unredeemed, that can be registered to a new account which will be given a 30-day trial.
You: Please let me speak with a manager, before you make me upset. This is unacceptable service.
You: The codes were entered. I am sorry if your systems were messed up, but I would be unable to play this game without purchasing it.
You: I have not received benefits of the 1.0, except getting screwed over; due to a buddy pass.
Agent Kevin H: One moment while I transfer you.
Supervisor Stephen H: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Kevin H has left the chat.
Supervisor Stephen H: Hi Michael, I've reviewed your conversation with Kevin and have reviewed the account in question. The agent you were speaking to was correct that a buddy pass code(FPWU) obtained from a FINAL FANTASY XIV 1.0

Collectors Edition, which you have stated was given to you by a friend was registered back in 2010 to this account. At that time when the code was registered, a 30 day free trial was initiated on the account. It appears you used this

same service account to play the FINAL FANTASY XIV A Realm Reborn beta test on as well as tying your preorder/early access codes to. Therefore, this account was given early access privileges, followed by a 2 week "Welcome Back Campaign"

entry as well as an additional 7 day free period to compensate all users for the server congestion issues that occurred around launch.

With regards to your purchase I assume you have a code starting with R4WU or R4VU which would entitle you to a 30 day free trial on a brand new service account. See article 4.2 of the FINAL FANTASY XIV User Agreement regarding the 30 day

free trial period(http://support.na.square-enix.com/ru...1&tag=users_en). If you wish to obtain the 30 day free trial you obtained as was included in your preorder and purchase, a new service account would need to be

created.
You: Okay, you are still not making sense here. I have never purchased 1.0. As per your user agreement: http://support.na.square-enix.com/ru...1&tag=users_en
You: 8. BUDDY PASSES
Certain packages of FINAL FANTASY XIV come with a special registration code ("Buddy Pass") that will allow a holder to invite a friend to try aspects of FINAL FANTASY XIV for a limited time. If you have a Buddy Pass, you may lend your

Licensed Software to another person in the North American Region for this limited purpose. Section 2.1 of the License Agreement you previously entered into is hereby temporarily modified to allow for the limited and restricted use of the

Licensed Software in connection with a Buddy Pass. The user of the Buddy Pass will have to agree to a series of agreements, including but not limited to, the License Agreement, the Square Enix Account Terms of Use and this User Agreement

in order to install and use the Licensed Software. Access to the Game via a Buddy Pass may be terminated by Square Enix at any time, for any reason, with or without prior notice.
You: Clearly this was a trial, not a purchase of the game in any way shape or form.
You: My purchase of the game came from paying 29.99 to greenmangaming, then proceeding to enter my activation key to the mogstation as requested. Yes, I used my older account, why would I want to have multiple user accounts, thats

silly. The game was not purchased, nor played in 1.0
You: upon entering my activation code through the mogstation at: https://secure.square-enix.com/accou...vc/mogstation/, I was then able to play the game. Not prior to that, as there were no active games on the account.
Supervisor Stephen H: The buddy pass was a code which had a 30 day free trial included, but in every other way it was a full game service(the only caveat is that it did not include an installation of the software, which would be

obtained from the friend who gave you the buddy pass code).
You: So then why wouldn't you tell your user base: "Hey, if your friend gave you a trial version years ago, make sure you do not buy the game as service is added to your account automatically, and you don't have to pay a penny to play

our game."
You: Why would you just let people go out and buy the game, under the guise of them unknowingly having full service accounts, despite your own user agreement stating it was a TRIAL only.
You: why was my game unable to be played until entering the activation code provided by greenmangaming?
Supervisor Stephen H: Our user agreement did not state that the buddy pass was not a trial only.
You: Okay, let me re-link your user agreement then
Supervisor Stephen H: The one from 2010?
You: "Certain packages of FINAL FANTASY XIV come with a special registration code ("Buddy Pass") that will allow a holder to invite a friend to try aspects of FINAL FANTASY XIV for a limited time. "
You: http://support.na.square-enix.com/ru...1&tag=users_en
You: Section 8: Buddy Pass, directly from your own website.
You: Last Updated: 8/24/2013
Supervisor Stephen H: Correct, this is the User Agreement for the new version of FINAL FANTASY XIV A Realm Reborn.
You: Listen, all I want here is to be credited time to my account for buying the game, and entering my activation code. I want nothing more, nothing less. I am happy with the game, I do like it, but this is absolutely absurd.
You: Which is exactly what I am, a new player to your game, and service. My account had no prior service of buying the game.
You: I paid my 29.99, I just want the time that I should have credited to my account.
Supervisor Stephen H: This is possible, by using your actual game registration code you received from GreenManGaming to create a new service account. I don't believe you have used this code yet. Unfortunately however, the account that

you are playing on now, cannot have any free time added to it.
You: There were no messages anywhere saying "Michael, wait! You have a buddy pass on your account, do not buy the game as y ou do not have to"
Supervisor Stephen H: You just need a new service account to get the 30 day free trial.
You: The system forced me to enter an activation code for a new product
You: which should be entitled time to the account, per my payment.
Supervisor Stephen H: This activation code you are referring to is a early access code, not the code for FINAL FANTASY XIV service.
You: Activation keys:
XXXX XXXX XXXX XXXX XXXX

You: that is the early access code
You: XXXX XXXX XXXX XXXX XXXX that is mys erial key
Supervisor Stephen H: Correct
You: XXXX XXXX XXXX XXXX XXXX is what was entered in mogstation per my e-mail
You: lease note the codes are displayed in the following order:

1. Early Access / Pre-Order Code (18 digits)
2. Game Activation Code (20 digits)

How do I redeem my Game Activation Code?

You can redeem your Game Activation Code when prompted the first time you log in to the game.

Alternatively you can redeem your Game Activation Code via the Mog Station here - http://sqex.to/FFXIVRedeemCodeNA

PLEASE NOTE THAT THIS WEBSITE WILL GO LIVE ON 27th AUGUST 2013.
Supervisor Stephen H: Right, and the R4WU code you have, is valid and unused.
You: I am sorry for being difficult, I truly am, but this is absolutely ridiculous. You're basically telling me to lose my brand new level 50 character on a brand new server, and start the game over, to receive 30 days on another

account.
You: So then why did the system make me enter the code before even attempting to play the game?
Supervisor Stephen H: I am not telling you to do anything, Michael.
Supervisor Stephen H: I am just informing you of your options.
You: That is not an acceptable option. The game is purchased, and despite the account being "old" there was never a purchase on the account prior to June 2013.
You: clearly the service is brand new.
You: As you have confirmed with me, it was a BUDDYPASS on the account
You: and as per your own user agreement, that was a trial only.
You: not actual service.
You: My request here isn't absurd, nor is it outlandish; it's an easy request that you guys should happily chose to abide by, for someone who has purchased the new and improved version of your game.
You: the code was redeemed via mogstation, otherwise I simply would not be able to play the game, as the game did not exist on my account prior to entering the activation code given to me.
You: the only thing that existed on my account prior to that was a trial of the game.
Supervisor Stephen H: I have to cut the conversation off here Michael, as I do have other customer that I need to provide assistance. As article 4.2 of the User Agreement states, you cannot add a new code from the same platform and

therefore cannot apply a 30 day free trial to an existing FINAL FANTASY XIV service account. Should you wish to continue playing FINAL FANTASY XIV on your existing character/service account a subscription fee will be required. If you

wish to avail of the 30 day free trial provided to you with your registration code: XXXX XXXX XXXX XXXX XXXX, it is still valid and usable but can only be applied to a new service account, again as per Article 4.2 of the FFXIV user

agreement. The only other way to get a 30 day free trial on that existing service account would be to apply a PlayStation 3 service to that account. These are your options, Michael, and unfortunately noone here at SQUARE ENIX will be

able to meet your request to add free time to your existing service account. You can consider this the final answer form the company on this matter.
You: I don't care if you take the activation code and cancel it, I just want the measely 15+7 days that I was not given, that I did pay for.
Supervisor Stephen H: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Supervisor Stephen H has disconnected.

[tort]

So herein lies my issue. I did not own, nor buy a copy of Final Fantasy XIV 1.0. I was given the trial pass, as explained in live chat, which is clearly marked as a LIMITED USE ONLY version of the game per their own user agreement (see link live chat).

I purchased the game in 6/2013, and entered the information on the mogstation as per the e-mail, as I was unable to play the game (as I had no prior service) until I entered the activation code in my e-mail.

I am now being told that, because my friend gave me a trial pass; I am not entitled to my 30 days of game time that should have came with the game. I have not reaped any of the benefits the 1.0 players received.

Has anyone else had this problem?

[EvokerKeii]

The problem I see is that you used the 1.0 Buddy Pass which were gifted free full accounts of the game because it was doing so poorly. So even though you didn't like the game and didn't use the game, you still owned the game thus you are a 1.0 account holder.

[minen]

Yea, but back then a buddy pass to 1.0 was a game copy. you didnt have to buy the game, just sub back then. Crappy situation tho sorry to hear.

[SaintAjora]

From what I can tell, they told you that you are entitled to the 30 days if you register the code.
You have been able to play because you technically are a 1.0 player, and you've been playing based on that starting with the early access, which you had to put a code in for.

[Gyrus]

Hi where did you find the live chat link to talk to them?!

[Avalon_Albrook]

I think the lesson here is, stop being friends with your friend.

[Welsper59]

snip

It seems kinda understandable (given the system that's in place). Evidently the SE account (separate from your FFXIV one) that you use now, is tied to the 1.0 buddy pass. Basically, you needed to have created a completely new SE account to have the 2.0 benefits/freetime added. It's really just an unfortunate situation for you. Ideally, the CS folks that you dealt with are just working under policy, rather than just intentionally trying to be unhelpful.

[Ruminate]

From what I can tell, they told you that you are entitled to the 30 days if you register the code.
You have been able to play because you technically are a 1.0 player, and you've been playing based on that starting with the early access, which you had to put a code in for.

He's only entitled to the 30 days if he registers it on a NEW account. He can't register it on his current account because for some reason, Square is handling 1.0 trial codes as if they were purchased codes.

Technically, he didn't even need to purchase ARR. He could've payed $15 sub fee instead of $30 game fee and gotten 52 days of game time.

[Synnshayd]

They stated it many times. The 30 days are granted upon the registration of a NEW service account, which you did not create. You simply continued your existing account which was ALREADY given free game time. Purchased or not, you already received 30 days free for this particular service account and cannot be granted another 30.