We need better comunication with the Community team

[Stormfur]

I know... I feel like their hands must really be tied with regard to what things the devs are or aren't implementing so probably everything is up in the air until it actually gets published. I have no doubt that there are changes made right at the last minute, so they have to be careful of saying one thing, and then suddenly discovering it has been changed.

I know they don't always have time to go into the reasoning behind things, but some points, I feel like the community still deserves an explanation, even if we won't like it.

[Vstarstruck]

may be one of my last posts here, with that i leave with this.

Please just talk to the playerbase more, give out surveys. Please do not make changes to the game that only benefit people from one country. Maybe give out surveys to see if you are doing this by mistake (greed all for 24 man is the reference) At least try to show we matter. If you become less cash grabby and show you are improving, I will be happily to give you my money once again.

TC everyone, I hope things improve so everyone can be happier.

[MageBlack]

may be one of my last posts here, with that i leave with this.

Really? Is it true!? We can only hope...

TC everyone, I hope things improve so everyone can be happier.

If the above quote is true, you will have made at least a few people very happy. I hope you can finally find some joy in your life, you seem so negative....

[Sigma-Astra]

Praise be to Yevon. \o/

[Alleo]

Really? Is it true!? We can only hope...



If the above quote is true, you will have made at least a few people very happy. I hope you can finally find some joy in your life, you seem so negative....

Thats also just very rude to write you know. Especially since this thread needs to be because they lack in communication.

[Vstarstruck]

Thats also just very rude to write you know. Especially since this thread needs to be because they lack in communication.

It is, more so is the passive/aggressive poster on my case right below it, even made a thread aimed at me.

[KaivaC]

The savagery in this thread is unreal...

[Tridus]

I wish they would have during live letter a English speaking translator or words on bottom translating what yoshida and the other person say!! I don't understand why they don't have one!!

New feature of the app: get the same level of communication Japanese players get for only an extra $9.95/month!

[Rinuko]

Really? Is it true!? We can only hope...



If the above quote is true, you will have made at least a few people very happy. I hope you can finally find some joy in your life, you seem so negative....

Unfortunately I have a feeling this person will return.

[KisaiTenshi]

Did this thread change onto why is the bug section template sooo ...#&?$@?Awesome!?
As this is about communication, how cant you figure out that, this&that right there is the actual issue, invaliding/discarding & ignoring.

Work any customer job for a week and you will understand the reason for invalidate/discard/ignore.

Here I'll provide two examples, without naming the company:

(Wireless company)
When you work as the front-line grunt, you often get calls you don't know how to deal with, these fall into two categories, those that you can pass off to escalations and never have to deal with, and those that you will be pushed back on because YOU can solve it. I personally hated calling escalations for anything short of "customer won't talk to me at all", so I rarely talked to anyone in that department. However when I got promoted to that department, good golly, you see the sheer level of incompetence that you're surrounded by. So as I said before, I didn't like sending calls to escalations. Now that I was working Escalations I knew exactly what I could push back on, and guess what, I pushed back on -everything- except "caller won't talk to me", which I would take those calls, tell the caller to work with the representative, they can fix your problem, and if you call back again, all offers are off the table. It's incredibly rare for someone to "need" to escalate except when they deal with someone who is so incompetent to the point of actively screwing up on the call.

So moral of that story, is that just because there is staff, doesn't mean all staff are equal. But trying to escalate past someone just because YOU feel you are more important than someone else, just doesn't work. And yes I worked in the department for the VIP's.

(Auction company)
When you don't have to hear people on the phone, simply read and reply to emails, what is often missing is the tone. I'm told MY tone comes off impersonal when I free-form an email, but you're not allowed to glamour up a business email with emotes, so instead I macro'd the most boringest form emails ever. When I was moved to the IP protection department, I wasn't allowed to send anything but the legal-approved form emails. You were not allowed to tell people who had listings taking down for being counterfeit why they were taken down. When an big IP company reported thousands of listings, they come down, no if-ands-or-buts.

But what do people think? They think they're being singled out, that they're a victim, that they are being personally harassed by YOU, and so forth. So what tends to happen is the most egregiously hostile emails... get left in the inbox for someone else to deal with. At the beginning of your shift, everyone cherry-picks the emails that they can do the fastest, leaving the dozens or so, often profanity laced emails about how they livelihood is being ruined by you personally. Nobody wants to reply to those, because they generate another twenty emails from the same person, all addressed to each representative they previously interacted with, fishing for that one person who will not check the records on the account and just do what they asked without question. So this one guy, got whacked for counterfeits one day in one country by a report from another country, and the dumpster fire that ensued involved him emailing every person he ever contacted at the company, all the way up to the office of the president, faxes to every fax number the company had, and so forth. The unofficial unwritten policy to dealing with THAT guy was delete without response. Because any response, results in costing the company thousands of dollars in time cleaning up the fire.


It is people like that, why corporations have a "thank you, no response will be forthcoming" by default. It lets them off the hook for poor customer service, because certain people abuse customer service, and they are just people, they are not your punching bag for all your misgivings with the company. With IP infringement, bugs, and security issues, often no response is the correct response because acknowledgement admits liability.

Which to go back on topic here, Square-Enix has a customer service problem, it goes back at least as far back to V1.0 beta, if not further back to FFXI. V1.0 should, quite literately never have been released, and every game SE has released for the PC since, has been something of an arrogant "people will buy it, no matter how buggy it is, it has Square-Enix on the label", but perhaps they have not realized how much they lose in positive PR or customer loyalty by not fixing or addressing issues in a timely manner.

But it needs to be said again, NA customers feel entitled to a customer service experience that is impossible. If every issue could be addressed instead of ignored, there would be a lot of duplicate, if not inconsistent answers from different staff over time, and as we've seen time and time again on the GD forum, people are not nice when they feel they are being personally slighted. You know, instead of the company just doing business. The customer is not an idiot, but continue to treat them as such, and they will tell others how they were treated, and it's very hard to right a wrong after it gets onto social media. MMO's, and Games in general is not a captive audience. There is always something else people are more willing to play, and they stick to your company's game because of sunk costs, or their friends are here. If your company manages to piss off enough of those friends, they will go somewhere, and the people who spend the most amount of money on your game will leave with them.


TL;DNR version: Square-Enix needs to address things that are being said in the forums, like once a week just to show they're listening, and not merely letting things blow up uncontrolled. There is no reason for 15 different threads about the stupid app.