Unacceptable and contradictory customer support!!!

[ZohnoReecho]

There customer service is the worst in the mmo market. Can play any mmo and just do a shout or yell in city or town or in area shout and see the responses on those games. It is no secret. As For those that think what OP is in the wrong, Ask yourself this you went to the store to buy 2% milk and grab the soy milk next to it since the store had labels wrong or soy milk place wrong. You get to your house found out you had the wrong milk. You go back to the store in timely manner and with prof you bought it and they will fixed your mistake. If not you never shop there again. Might need pay more if the 2% was higher price. This is were are on a subscription base game with a service. If people do not like it they move to a free to play game or another subs game.

SE is out of milk

[Trystan]

Im amazed, that this game does not have a "claim leadership" option implemented.

What happens, in case a FC leader suddenly vanishes without giving over leadership? A suddenly leaderless FC should be able to claim the FC. (Following strict rules / FC-Leader offline for x-days, voting options for officers/members, etc.) Thats pretty standard in other MMOs

[Kimzark]

The GMs arent really usefull when small things come into the picture... i know the following might come a bit off-topic, but still it's part of the topic :x
I used fantasia potion and got from male to female char... and now i have a male name... i requested a name change due to this "small" problem and they said they couldnt do it (even though a friend of mine did change name) because they did not offer that service... and you know which was their suggestion? Go to the forums and "give your feedback about it"... i mean c'mon <.<
So when it's about money/harass issues, they're on top of the things and act preety fast... when it's small stuff which would help only 1-2 people... they just completly ignore it or say "sorry we can't do it". In your case i would suggest to actually make a new FC otherwise you'll be stuck there forever since GMs will probably never help you with your "small" (but huge for you) problem... like i am stucked also.

[KraggyKor]

Well, it's kinda a poor attitude to have a list of "minor" and "non-minor" issues when it comes to player satisfaction. They don't have any real GMs in this game who are supposed to deal with issues like this.

Totally wrong.

When players can't play the game due to problems of SE's making, those are FAR, FAR more important than fixing problems caused by players' stupidity.

[flavored]

Totally wrong.

When players can't play the game due to problems of SE's making, those are FAR, FAR more important than fixing problems caused by players' stupidity.

Except it's handled by two completely different groups of people. Silly you.

[Mayin]

Don't drink and play FF14

[Enkrateia]

Hello!

This thread was brought to my attention, and I would like to take this opportunity to address the concerns about contradictory answers.

To begin, I will be looking into your contact history about this concern to make sure it was handled appropriately, and will make sure that if any errors occurred in how it was handled, those are rectified.

However, the reason that responses may have seemed contradictory is because of efforts on our side to provide the resolution you sought. Portraying our efforts in a manner that focused on trying to provide a positive customer service resolution was due to trying to utilize the tools we have and looking for ways to either fix the leadership error ourselves or find a way to have it fixed. Unfortunately, this has turned out to not be possible at this time with Free Company leadership. Instead of continuing to provide an ambiguous answer about the future of the resolution or a misleading soft denial, we provided a resolution that was understandably unsatisfactory considering the resolution you had requested.

This does not mean our efforts, in general, have stopped. We are still looking into several different ways to resolve this type of issue, both through GM actions and automated processes. While it may not serve as an assurance to you, since it may not be able to assist you when it happens, we are taking what we have found from reports like this and trying to make our service better.

I apologize that the answers you received were able to be interpreted in a contradictory manner, since that can lead to confusion that we, as Game Masters, should avoid giving to you. I also hope this has provided some insight into why that may have happened.

LGM Enkrateia

[DenzelTaru]

how does one accidently promote someone to master? wouldnt there be two confirmation windows.. ie. "are you sure?" then "there cannot be two masters you will be demoted"

[Lurkios]

Possible contradictions aside, Enkrateia, the main problem seems to be that the FFXIV GM team is incapable of performing a lot of functions that one might consider standard, having played other MMOs.

For example, the free company the OP spoke of. I played WoW at one point and had a very similar problem, my guilds owner deleted his character and didn't promote anyone in his place. The GM I contacted was able to transfer ownership of the guild within minutes.

Or my own personal issue, a dungeon bugged and denied rare loot to the entire party, I was told it was lost forever and there was nothing that could be done. When my own power went out causing me to disconnect right after a boss fight a TERA a GM was able to place the loot I otherwise would have received in my inventory, and it wasn't even a problem on their end that caused it.

Again, I'm not saying the GMs don't want help - but they appear to be entirely incapable of doing a lot of the things one would expect a GM to be able to do.

[Mahri]

how does one accidently promote someone to master? wouldnt there be two confirmation windows.. ie. "are you sure?" then "there cannot be two masters you will be demoted"

No.

There is no confirmation prompt whatsoever. That's the reason for this problem. Misclicks happen.

Hello!

This thread was brought to my attention, and I would like to take this opportunity to address the concerns about contradictory answers.

To begin, I will be looking into your contact history about this concern to make sure it was handled appropriately, and will make sure that if any errors occurred in how it was handled, those are rectified.

However, the reason that responses may have seemed contradictory is because of efforts on our side to provide the resolution you sought. Portraying our efforts in a manner that focused on trying to provide a positive customer service resolution was due to trying to utilize the tools we have and looking for ways to either fix the leadership error ourselves or find a way to have it fixed. Unfortunately, this has turned out to not be possible at this time with Free Company leadership. Instead of continuing to provide an ambiguous answer about the future of the resolution or a misleading soft denial, we provided a resolution that was understandably unsatisfactory considering the resolution you had requested.

This does not mean our efforts, in general, have stopped. We are still looking into several different ways to resolve this type of issue, both through GM actions and automated processes. While it may not serve as an assurance to you, since it may not be able to assist you when it happens, we are taking what we have found from reports like this and trying to make our service better.

I apologize that the answers you received were able to be interpreted in a contradictory manner, since that can lead to confusion that we, as Game Masters, should avoid giving to you. I also hope this has provided some insight into why that may have happened.

LGM Enkrateia

Thanks, sincerely, for acknowledging this officially. It means a lot to our FC, and though the lack of tools for GMs to provide a hands-on fix to this is definitely an issue that should be corrected, the fact that you're upfront about this does quite a lot to build confidence in you guys.

For example, the free company the OP spoke of. I played WoW at one point and had a very similar problem, my guilds owner deleted his character and didn't promote anyone in his place. The GM I contacted was able to transfer ownership of the guild within minutes.

For the record: WoW GMs do not get involved with that directly anymore, but that only stopped after making sure a lot of workable checks and balances were in place, including the "dethrone" feature (letting anyone within the first three ranks take over if the leader's been out for 90+ days).

Prior to the addition of that feature, yes -- WoW GMs would do this, though the situation had to be investigated just to make sure it was appropriate (pretty much based on that same criteria).

In this case, SE should prioritize whichever they can implement faster: GM tools for helping, or a similar feature that players can use. Obviously the player tool is better in the long run, but if it's going to take them a while, the GM tool should be considered instead.