The Worst In-Game Support I Have Ever Seen In A MMO

[squidbunny]

Then they need more support staff, because them's the brakes.

[Shikoba]

The stupid questions ARE the reason forvlong response times....

And your'e basing that claim on what evidence?
I work with a ticket system in my day to day job. Just because I get a dumb question doesn't mean I blow it off for over a week.

[Haruka-Akemi]

And i bet most of this people complained about gms in XI
But what am i saying herr everyone hates XI

[BlazeChronic]

And your'e basing that claim on what evidence?
I work with a ticket system in my day to day job. Just because I get a dumb question doesn't mean I blow it off for over a week.

So do I.

And client requests like this sit open in my queue for MONTHS, if not years. That's how it is in the development world. Priorities.




And "Duurr I dun screwed up, please fix my mistakes" usually aren't very highly prioritized. Believe it or not, but some kind of Dev or DBA will have to run a script to get your item back. It's not just a switch some GM with no back-end knowledge of the game system can flip and give you back your stuff.

[Yurikitty]

SE is redonkulis when it comes to CS. I was a 1.0 player, and when I tried to activate my account again to preorder this game the system said no such email was found and I must register an account. So, I thought, its been a while, maybe they wiped it. So I try to make a new account using my email. The system then spits back that that email already has an account on it do I want to recover my pass word? Yes, I do, but then the system says there is no account on that email. WHAT!? Fine, contact CS. Three weeks later I get the please call us email. I did a live chat with them, guess what? The CS rep had NO IDEA what to do for me. He told me to just make a new account. >.> Thanks SE. Im glad to know you havent changed at all since FFXI.

[Shikoba]

So do I.

And client requests like this sit open in my queue for MONTHS, if not years. That's how it is in the development world. Priorities.




And "Duurr I dun screwed up, please fix my mistakes" usually aren't very highly prioritized. Believe it or not, but some kind of Dev or DBA will have to run a script to get your item back. It's not just a switch some GM with no back-end knowledge of the game system can flip and give you back your stuff.

Right, priorities. Like dealing with Gil seller spam, server lag, etc. that has been so well addressed by SE.

But yeah, keep defending this support team all you like. Clearly it's working out for everyone.

[Alhanelem]

Wonderful. Until I hear it from a GM however, I remain optimistic.

While I don't agree with every criticism of SE support, if you frequent this forum your view would be a lot more cynical.

I can tell you right now in the grand scheme of things your issue both is and should be bottom of the barrel priority.

[Bizniztyme]

If one bad experience makes a company's CS the worst ever, I could say that about every single company in this world.

[Kitya]

I hate to be that guy, who brings up WoW again, but Blizzard GMs generally responded to tickets within hours. For things like "holy crap my party is stuck on the wrong side of a grate" it was more like 20 min.

As much as I enjoy XIV itself, its customer care, in-game and out, is atrocious and indefensible. My sister's account was hacked two weeks ago and she's still waiting on a resolution. IF they reinstate it she's then looking at (judging from anecdotal evidence) two more weeks to a month to get her items/gil returned. This whole process would have taken Blizzard under 24 hours and would have been handled simultaneously; not broken up into two separate cases to be ignored for weeks. The best part? If she gets her account back, she can't really play during the weeks she waits for a rollback or she'll lose that progress. And she has to pay for all of this time she's unable to play.

Did you have her call them at all?

I got hacked a few days ago. First thing I did was put in a ticket online but since I didn't want to wait that long I decided to call SE support. I got someone on the phone in 20m or so told them what my issue was, they kicked the hacker off my account and I was able to log back on. So I got my account back about an hour after I realized what happened. While this isn't the Blizz automated account recovery thing, it's really not so bad for time. I did decide to opt out of the rollback because, while I lost about 50k gil (practically nothing) I also gained about 6 stacks of diremite web so I made it all back plus some web to spare for crafting. So, I can't really comment on the week or two it might take her to get the rolback.

[Shikoba]

If one bad experience makes a company's CS the worst ever, I could say that about every single company in this world.

I'm sorry but there is more then a single issue at hand. Gil sellers spamming everywhere for weeks even after they have been reported, servers lagging, a friend of mine in my FC was hacked and will never get to play again as of right now, Other people in this topic have also mentioned not getting responses in reasonable time frames. There is a lot more going on here that is not being addressed in the game as it should be.