Can we get a quality assurance team on the Tech Support staff?

[Olivia0x25]

I've been sitting in the chat queue today for 4 hours.

FOUR HOURS!


Just to ask for a refund for an accidental purchase. I had some other questions in relation to my issue, and the staff team decided that he didn't want to answer any further questions and just hung up. My FOUR hours of waiting turned into 5 minutes of disappointment, and a reevaluation of my entire life existence.

You work in tech support! Answering questions is LITERALLY your job. If you can't even bother to LISTEN to my questions then why are you working in tech support?

I can't believe this is the rudeness I get from a company I'm actively investing my money into.

Why are you so scared to answer questions? Are you NOT trained how to deal with customers? Have you ever had a tech support job before? Do you know what customer satisfaction is?

I'm not saying the customer is ALWAYS right, but I mean if they have a question or an issue, you don't just mash the END CHAT button and go about your day. TAKE SOME TIME TO HEAR THEM OUT! AND ACTUALLY DO SOMETHING TO TRY TO ASSIST!

Just even the FAINTEST of warm words can de-escalate the situation by so much.

I can't express how angry I am that I've wasted 4 hours, that I'm even trying to get through phone support just to actually talk to someone, and EVEN THAT is offline.


God forbid if you actually need in-game assistance or something is preventing you from even playing the game.


===EDIT===

By the way, never got that refund, only got a link to talk to ANOTHER support section and was immediately hung up on.

[ChameleonMS]

Trying not to sound like an echo chamber but I too have recently experienced SE very poor customer service. FYI, my issue and story started approximately 1 week before SB2 early access launch.

Greetings,xxxxxx

We apologize for any inconvenience you have experienced in-game. Unfortunately, the Support Center is unable to assist with any in-game issues. The Support Center can only assist with account and technical issues, such as an inability to log into a Square Enix account or trouble updating the game client. For assistance with an in-game issue, please contact a Game Master. To contact a Game Master please type “/supportdesk”, which will bring up the menu to contact a Game Master for further assistance.

Thank you,
Agent
SQUARE ENIX Customer Support

The first time I received this message, I was like, ok, that is fair. I did as was asked of me and tried to contact in-game GM. Being on PS4, keyboard usage is a hassle with my living room layout but I did what was necessary. I then proceed to wait, and wait, and wait, after 2 hours of no response. I gave up and contact the support again to ask for assistance, guidance, next steps, other options, etc...; and received the exact same canned message response again.

IMO: The SE customer support policy is in very poor quality. SE technical support should be able to escalate the request to other teams internally, as both tech/account support and the GMs work for the same company.

The process should be, escalate the in-game request to a GM, the GM then places my account (as I have put all my information in during the request) in a reserved mode (aka GM jail), so the next time I log in, I am placed in a waiting area and GM immediately dispatched to service my concern in the game as soon as available.

As a developer and provider for both call center and service desk software with 14 years of experience, the only reason SE cannot do this is they, SE, has chosen a poor customer service policy.
This is not a technology issue because they have the tools already. This is a financial choice.
SEs management needs a lesson from a seasoned professional on how they should be treating their paying customers. Unfortunately, marketing and bean counters have won that argument because we the players keep paying even in the face of such poor customer service.

I will be trying the in-game GM again in approximately two weeks after SB2 has had some time to calm down.

[Olivia0x25]

*Update*

So what's better is I tried contacting them again last night and I waitted 4 hours, at around 3 minutes left *CLICK!* Live chat services is offline! SPLENDID!

SO they gave me a code, in which I wrote down to try to connect to again (took a screen shot), and long behold I try to boot up live chat again.

Guess what? The code doesn't work. I'm BACK in queue at you guessed it, ONE HUNDRED, TWENTY FIRST IN LINE! AVERAGE WAIT TIME: 1 HOUR (which is more like 4 hours again because that is what it said last time, like these are some DBZ episodes of minutes). So much for "we will resume your chat at later time, here's a link to waste your time, and welcome back to the back of the line! It doesn't matter you already waited 4 hours, got a rude employee, and then waited another 4 hours and got disconnected from the live chat system forcefully, Welcome to the DMV #2: Electric Boogaloo!"

[Valkyrie_Lenneth]

Depends on where your purchase was. Is it the SE store, or the mogstation?

If it was the mogstation, I'm curious as to how you made an accidental purchase. It takes like 3 verification windows to go through with it.

[Olivia0x25]

It was a purchase on the square enix store.

[Valkyrie_Lenneth]

It was a purchase on the square enix store.

If it was the SE store, which support are you using? The game support team does not support the store. You have to go through the stores support.