Character rolled back - 3 months worth of inventory lost

[rotf]

It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.

I understand, and that is one of the reasons I didn't open it there originally either.
but since it came up multiple times thoughout this thread, I thought I'd eliminate the possiblity

[RoyalBeef]

It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.

They could at least internally pass the issue on to the right contact person. If one of our customers called and wanted to talk to accounting and I'd be like "Eh sorry mate, I'm a Dev, not my responsibility, have a nice day." my boss would tear m a new one, that's for sure ^^

[MrKusakabe]

I'm speaking of communication between two SE employees, not specifically to the player themselves.

Which, again, is a side-effect of that. The communication between these two departments are not required at all because of the reasons I brought up. Like a form of Need to know.

[Lealah]

Which, again, is a side-effect of that. The communication between these two departments are not required at all because of the reasons I brought up. Like a form of Need to know.

Well hopefully we can get some comment from SE about this. That would be encouraging!

[Pharone]

Not only did it say don’t play the character but you even posted the part where it said don’t play the character.

You played the character.

I don’t see the problem.

When no action occurred after ten days, why did you not file something or reach out to either inquire or get your ticket canceled?

You did exactly what it says not to do, and exactly what it says would happen; happened.

This pretty much sums it up. You need to take responsibility for your actions rather then pointing the finger at others for your wrong doing.

When you got no response in 10 days, send a follow up. If you get no response, send a follow up. If you get no response, pick up the phone and call support. If you still get no response, call support AGAIN.

It's called being responsible. Sadly, civilization does not teach responsibility to our youth these days, and they tend to grow up expecting everyone else to be responsible for them.

It's not Square's fault. It is yours.

[Pharone]

no, they did not communicate anything
when you use that url, you get no confirmation or record number at all
and even if it did, as we mentioned earlier, reports in reddit of people who tried to cancel the request at a later moment were told by support it was not possible
so you are left with "dont play the game, even it takes a year" .... as I said, broken process

Is it bad that you got hacked? Yes.

Is it bad that Square took 3 months to roll your account back? Yes.

Is it Square's fault that you lost all your stuff? No. It is your fault.

Life is full of situations where you have to be responsible for yourself. That's the whole point of growing up. Until you can learn to be responsible, you will continue to be a victim in your eyes.

You should have never played until you had the ok from Square, and that means YOU taking the initiative to email and call support daily until you get a response.

Accepting no response as meaning it is ok to play after they specifically told you NOT TO PLAY is 100% your fault.

[JunseiKei]

Also, the real issue is what can be done to improve support and communication with players so when these things happen there isn't so much distress and uncertainty. It's harsh that an experience like this could result in a complete loss of a customer who up until then loved and was dedicated to the game. This also makes new players approach the game with caution when they are used to how other companies treat their customers when things like this happen.

Speaking from experience, there is no need for it. Most players only want an update, which infuriatingly, usually submit a whole new ticket to ask about another ticket and just adds to a backlog, on top of also answering other tickets and issues. Anything else a player may ask about, they are simply not privy to and will not be answered. The only times I'd been required to answer a player was the initial ticket, any additional feedback and then when the task was complete. Babysitting players/customers makes your work slow and you have a quota to fulfill.

Even then, from as I read from OP's responses, they never followed up after the initial time-frame that SE does list (10 days) so any added communication would have been for naught.

They could at least internally pass the issue on to the right contact person. If one of our customers called and wanted to talk to accounting and I'd be like "Eh sorry mate, I'm a Dev, not my responsibility, have a nice day." my boss would tear m a new one, that's for sure ^^

This tends to bypass a queue in place. Some places may elect to say 'this is an _ issue' and leave it up to the player to follow through. Generally, you want to take issues as they pop up and not ones that are getting pushed through because of customers knowing some ways of getting around the system.

[Gwenorai]

This pretty much sums it up. You need to take responsibility for your actions rather then pointing the finger at others for your wrong doing.

When you got no response in 10 days, send a follow up. If you get no response, send a follow up. If you get no response, pick up the phone and call support. If you still get no response, call support AGAIN.

It's called being responsible. Sadly, civilization does not teach responsibility to our youth these days, and they tend to grow up expecting everyone else to be responsible for them.

It's not Square's fault. It is yours.

So OP was supposed to bite the bullet and not play his account for 'indefinite amount of time' until Square went and did the process - which by the looks of it, took them several months to do. Which by the way, you also can't cancel - so you're trapped having an account that can't be played.

This has nothing to chuffing do with youth, christ this sounds like some baby boomer nonsense. Why even bring this up? You don't even know how old OP is, nor do you get to smear all 'young' folks.

The two departments do not communicate well with one another. While contacting them should have been done. It specifically states 7-10 days for which you are not supposed to touch the account. That's it, no more. OP waited, nothing happened. This is where I agree that communication should have happened on both parties, but neither contacted the other. After months of no contact, the sane person would think that the request was lost and nothing would happen because it would have happened within a proper time limit. It didn't. This request was backlogged and not lost - if someone sees that the request happened 'several months ago' for which they do thorough checks in the account before they go through with the rollback, why wasn't OP contacted before the rollback or an apology given with an explanation? Why investigate the account - see that it's active, see the progress and all the other information and then conclude that after several months of zero contact it's fine to roll it back? Not even a courtesy email?

I'm not sure what type of customer service people have in other places but in the UK if a service is delayed they tend to contact you and apologise regarding the situation and give YOU an update, not vice versa. The other companies give you a specific time limit and tell you directly to contact them if the date rolls over and nothing has happened. Others tell you not to contact them at all and that they will follow up. This doesn't take away from the fact that they stated a specific time limit and didn't follow through with it. I don't understand why people ignoring that fact.

[Pharone]

So OP was supposed to bite the bullet and not play his account for 'indefinite amount of time' until Square went and did the process - which by the looks of it, took them several months to do. Which by the way, you also can't cancel - so you're trapped having an account that can't be played.

Yes. That is exactly what he was supposed to do.

[rotf]

it sounds like he didn't read all the information in this thread, like so many here before him.... Im tired, so at this point I just copy and paste stuff from previous posts

The rollback is a service offered by SE, so regardless of the reason the service is being used, they need to make sure it works in acceptable terms.
While the URL used to request it states that the process can take 7 to 10 days, my account was rolled back 3 months after the request was opened, which is unnaceptable.
It caused me to lose a huge amount of inventory items and progress from the ShadowBringers expansion, and support refuses to revert it.
Issues noted:
- According to support the current process can take longer than indicated, but nowhere in the URL the player is warned that it could take up to months.
- The url states the player should not use the character in question, so this plus previous point leave us in a situation where players are expected to NOT play for an indeterminate amount of time, but keep on paying subscription, even if it takes a year for someone to finally look into it.
- No refund is offered for the time the player is expected to not play.
- No record number is provided when you open the request
- No communication is sent when the request is complete
- No secondary confirmation is performed by support before proceeding with the rollback when the target completion date is exceeded
- It is not possible to cancel a request once it is put in.
- No option to revert if support works on it after the expected target date or any other unexpected circumstances.

This is a process that needs to be crystal clear and can not be open to interpretation, as a poorly handled request could cause way more harm than help (clearly seem in my case). So it is in urgent need of improvement.

Compromised Account: Game Data Recovery Form:
https://support.na.square-enix.com/c...82&la=1&daxx=4