My Horrible experience with SE Support and why it's causing me to leave..

[Doraymon_Prime]

the level of customer support in this company is beyond garbage, especially if you compare it with blizzard

[Alexb150]

the level of customer support in this company is beyond garbage, especially if you compare it with blizzard

I'll agree to that. I'm far from a blizzard fan and only played WoW for a short time. I had my account hacked, my characters deleted and items sold.. it took them two days to restore my account and return the items to me. from a company like SE i'd hope for better

[SilverRhythm]

Mr Rahl, I really sympathize with your situation and yeah I guess we need to be extra careful then when dealing with SE on our account problems. From what I know in the business world, customers are always what we should place with highest importance because that is where the revenue comes in, if this kind of case happens then SE is just asking for trouble with the mentality of "Yeah we are great, so you must continue to buy from us to keep up to date with the trend".

But one word for you is the decision is yours whether you wish to still enjoy playing the game with your buddies or end it once and for all due to the terrible customer service and leaving the fun you once had. SE will sooner or later have to realize the internet is a very powerful tool that one major mistake, it will spread like wild fire.

[Richard_Rahl]

I created a new thread that actually has one of my Chat Support session's. It is a wall of text, but it shows the kind of support you get from this game.

http://forum.square-enix.com/ffxiv/t...ble-support-is

[Zell]

On November 5, 2013 at 11:20 p.m., I turned in a quest in Coerthas on my lvl 41 Summoner. I immediately noticed that my gil dropped down to 0 from 71k. My seals also went from 28k to 0. I said to myself, must be a bug. I'll log off and log back on and hope everything is ok.

I tried to log back in. It said, "World Data cannot be obtained, Please try logging in later. Error 1016."

I got the same error for the next 2-3 days. Every time. I can log onto other characters, but not my main, legacy character. This character has 2 million gil I brought from 1.0. I has all classes except arcanist at 50. It has 4 crafting classes at 50. It has two gathering classes at 50. It is my 2 years of devotion put into FFXIV. I love my character.

I contacted customer support. They told me that Error 1016 is a port forwarding error. It was 100% my router or my ISP. I did all of the following:

1. Open the ports they asked. Didn't help.
2. Update the firm where on my router. Didn't Help.
3. Contacted the ISP and confirmed they're not blocking any of my ports.
4. Connected to the internet via modem only. Didn't help. SAME ERROR.
5. Did a clean reboot of my computer and confirmed none of my programs were the problem.
6. Tried to log onto my account using my ps3. Same Error.
7. Took my PS3 to my cousin's house, in the same city but another ISP. Same Error.
8. Days later, went to my friend's house 100+ miles away, different city, different ISP. SAME ERROR.

All this time, I called customer support 6+ times and everytime they told me. It's a port forwarding issue. It's not our end, there's something WRONG on your end. AFter taking my PS3 to my friend's house and getting same error, they agreed to "escalate the ticket" and have someone look into it. That was on November 8, 2013. They told me, you'll get an email in the next couple of days keeping you informed of the issue. They even told me, "hey there's going to be a maintanence, that should fix your problem. Call us back if it doesn;t"

November 12 SAME ERROR, I call them back and they say "Oh the maintenance didn't help, now we're going to really escalate the ticket. WE didn't escalate it on November 8 while we waited for you to call back." This really pissed me off.

It's November 18 going on 19. I have yet to receive a single email from them even acknowledging they're working on it. I've paid for the 6 month sub because I love this game. I stayed with this game when it was horrible. I paid for a subscription because I believed in YoshiP and the direction of teh new game. I have never bought gil. I have never sold million gil priced items on the market wards. My account has never been compromised. I have repeatedly pleaded that they roll back my character, or copy/paste a confirmed and working version. Each time they've said no "they have to look into it."

Going on two weeks, i'm still waiting for the infamous email from them.

At this point, while my 6 month sub is being milked dry, i'm starting to feel my devotion is also being taken advantage of.

Flame me all you want, but when I played WoW, it had teh BEST customer service. You had your issues resolved in one to two days TOPS!. Even stolen and compromised accounts.

SE this is a joke. Because I havn't played in 2 weeks, I'm starting to have less of a reason or desire to log on even when (or if) I get my character back.

This isn't how you should treat loyal customers who've done nothing wrong other than ask for help.

I havn't received an email from SE after I was told my ticket was escalated. However, I was able to log onto my character for the first time, in two weeks, this morning. I don't know If it was the maintenance (because previous maintenance hadn't worked), or whether they actually fixed it. I'm thankful, but I still feel the CS for SE needs a lot of work. Don't underestimate the positive vibe it creates in the community when you know a company still has your back even after you buy the game, especially when that game requires a monthly fee.

SE, our monthly fee pays for your customer service as well so the service out of the game should be as strong, if not stronger than the service you provide by game updates and expansions.