Have a hacked account? There is something you can do about it.

[kaiyouske]

While you are correct in this statement, I believe Nekodar has a point.

In some cases, the user being hacked has not taken all the necessary steps to protect their account, so ofc, the blame is on the person who hacked their account, but at the same time, a small amount of blame needs to be levelled at the user also.

It's kinda like your bank account, if you dont protect your details well eventually you will get burned. Sure, if the fraudster's did not exist, this would not be necessary but unfortunately they do, so we need to take every step to protect our accounts.

I completely agree with this. I usually give people the benefit of the doubt that they've taken the steps to better protect their accounts, unlike most other people here that assume the hacked are stupid people.

[KisaiTenshi]

I completely agree with this. I usually give people the benefit of the doubt that they've taken the steps to better protect their accounts, unlike most other people here that assume the hacked are stupid people.

No, hacked people "did something stupid, and won't admit it"

I've worked customer support enough to see through blame shift. SE is not at fault when they give you the tools to protect the account and you refuse to use them. It's like complaining that the insurance company charges you more having riskier behavior. SE could charge people a lower monthly rate if they use an authenticator and I think that would make people change their minds about it.

[kaiyouske]

No, hacked people "did something stupid, and won't admit it"

I've worked customer support enough to see through blame shift. SE is not at fault when they give you the tools to protect the account and you refuse to use them. It's like complaining that the insurance company charges you more having riskier behavior. SE could charge people a lower monthly rate if they use an authenticator and I think that would make people change their minds about it.

I've worked at a game company customer support before and I totally disagree with you. You also shouldn't have to be required to pay for additional 'security tokens' if you don't have a smart phone.

I can understand if someone's account gets hacked 4 times or more but 1 time? Thinking that that's the customer's fault is not only irresponsible but ignorant as well.

Like I've said time and time again, the complaints are that the customer support is taking 14+ days to restore accounts to working order. How is this acceptable? If your cell phone gets hacked and your provider shuts down your service for 14+ days would you be ok with that? Oh and you won't be credited for your 14 days since you know, it's your fault that it was hacked.

[KisaiTenshi]

I've worked at a game company customer support before and I totally disagree with you. You also shouldn't have to be required to pay for additional 'security tokens' if you don't have a smart phone.

I can understand if someone's account gets hacked 4 times or more but 1 time? Thinking that that's the customer's fault is not only irresponsible but ignorant as well.

Like I've said time and time again, the complaints are that the customer support is taking 14+ days to restore accounts to working order. How is this acceptable? If your cell phone gets hacked and your provider shuts down your service for 14+ days would you be ok with that? Oh and you won't be credited for your 14 days since you know, it's your fault that it was hacked.

One time is one time too much. The amount of effort to required to fix "once" is likely equal to an employees entire shift if automated tools are not in place.

I worked for a cell phone company before, they employ overtime or hire more staff if they can't maintain the 98% "calls answered in 90 seconds" Service level agreement. If a customer is without service, it's because they broke or lost their phone, or they lied to the seller/reseller about where they live. Resellers just want to make a buck and will saddle customers with additional "service chargeback" agreements where if you cancel service they charge you, the customer for the loss in their commission. Now who is at fault here? The customer for not reading the agreement, or the reseller for being a sleazeball while promoting our companies services?

Want to know how long it takes to prorate a cell phone bill? Nothing, because the computer does it automatically. Want to know how much time is spent fixing a prorated bill because the customer didn't listen to the part about it prorated service plans also prorates the included minutes or data? usually an hour.

You can't fix customers unwillingness to read fine print or listen to legally binding language.

The experience with SE mirrors the experience with the other company I worked for more closely, where service levels vary by season. SE should have hired additional staff for the game launch... because launch problems always happen.

I may sound unhappy about the call center work I've been through, but that's because I worked the escalation queue.

[kaiyouske]

One time is one time too much. The amount of effort to required to fix "once" is likely equal to an employees entire shift if automated tools are not in place.

This is where we have a difference in opinion. I will NEVER agree with anything that you say and you will never agree with anything that I say and that's totally fine.

If you can't accept a one time hack, then I don't really know what to say.

Cell phone contracts are pretty detailed as to what is and isn't included. Did you ever read the TOS for FFXIV? Nowhere did I see anything about being hacked is the user's fault and that they're not able to get their play time back. I'm sorry but I paid for a service and I didn't get it due to your company being incompetent since you can't provide me with adequate support.

[KisaiTenshi]

This is where we have a difference in opinion. I will NEVER agree with anything that you say and you will never agree with anything that I say and that's totally fine.

If you can't accept a one time hack, then I don't really know what to say.

Cell phone contracts are pretty detailed as to what is and isn't included. Did you ever read the TOS for FFXIV? Nowhere did I see anything about being hacked is the user's fault and that they're not able to get their play time back. I'm sorry but I paid for a service and I didn't get it due to your company being incompetent since you can't provide me with adequate support.

http://support.na.square-enix.com/ru...1&tag=users_en

4.7 Refunds in Exceptional Circumstances Only. The entirety of your FFXIV Subscription Fee is applied by Square Enix to the FFXIV Service Account on the day that it is charged. All charges related to the Game are non-refundable unless third-party criminal activity is involved, as determined by Square Enix.

[kaiyouske]

That's funny, you just replied with part of the ToS that pretty much contradicted yourself. I'm not sure if you know but hacking is a crime and it's done by a third party.

But of course SE and you hardcore fans are going to continue to state that it's the user's fault. *sigh*

[Cirsce]

I worked for a cell phone company before, they employ overtime or hire more staff if they can't maintain the 98% "calls answered in 90 seconds" Service level agreement. If a customer is without service, it's because they broke or lost their phone, or they lied to the seller/reseller about where they live. Resellers just want to make a buck and will saddle customers with additional "service chargeback" agreements where if you cancel service they charge you, the customer for the loss in their commission. Now who is at fault here? The customer for not reading the agreement, or the reseller for being a sleazeball while promoting our companies services?

Then SE should probably be ashamed that most people calling their phone support wait 2+ hours to get a call answered. I would if that was my current wait time. And their live chat isn't an improvement on wait time either.

[KisaiTenshi]

Then SE should probably be ashamed that most people calling their phone support wait 2+ hours to get a call answered. I would if that was my current wait time. And their live chat isn't an improvement on wait time either.

Based on the politics of the previous call centers, it probably went something like this
Supervisors - "Gee boss, we have extremely large call volume, and it's not going down, what should we do?"
Manager -" Hire more staff!"
Supervisors - "But that will take 7 weeks!"
Manager - "Deal till then"

(2 weeks to roll out job applications to recruitment agencies, 5 weeks to train)
http://ch.tbe.taleo.net/CH01/ats/car...X&cws=1&rid=61
http://eu.square-enix.com/en/node/1729?all=
http://eu.square-enix.com/en/jobs/ga...anenglish?all=

[Cirsce]

Based on the politics of the previous call centers, it probably went something like this
Supervisors - "Gee boss, we have extremely large call volume, and it's not going down, what should we do?"
Manager -" Hire more staff!"
Supervisors - "But that will take 7 weeks!"
Manager - "Deal till then"

(2 weeks to roll out job applications to recruitment agencies, 5 weeks to train)
http://ch.tbe.taleo.net/CH01/ats/car...X&cws=1&rid=61
http://eu.square-enix.com/en/node/1729?all=
http://eu.square-enix.com/en/jobs/ga...anenglish?all=

Yeah. Unfortunately, I've worked at one.