Character rolled back - 3 months worth of inventory lost

[Pharone]

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

It is your fault. You don't want to take responsibility for it, but that doesn't change the fact that it is your fault.

[Lealah]

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

This isn't the way you support a valued customer. This is the way you lose a valued customer.

[Pharone]

This isn't the way you support a valued customer. This is the way you lose a valued customer.

I said before that Square was in the wrong for taking 3 months to put the rollback through.

It is the OP's fault for what he lost because he did EXACTLY what they said NOT TO DO.

[JunseiKei]

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.

No, stop. It has nothing to do with sanity. A logical person wouldn't have left it up to chance and would have followed through with finding out what has become of their request, especially knowing any progression would be completely lost.

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.

My experience with issues of this caliber, character data, developer-level personnel are the only ones that can access it, or a rank of something similar. I can't see anyone in NA or EU having direct contact with character data, or at least not without having to answer to someone of that rank and getting their OK first along with verification of the process, because the last thing you need is an accidental character wipe or data corruption. If you've encountered other games that tend to push customer service more, even having one branch communicating with another overseas usually takes longer than 10 days. I honestly keep scratching my head seeing the whole 10 days thing SE lists there because it just sounds unrealistic. Combined with reports from others having filed for this service and it repeatedly taking longer than those 10 listed days. It just doesn't make sense to have a request received, identification verified, combing logs, locating the restore point and applying it. Not even factoring in the communicating branches. Most tickets don't get fully resolved that quickly on lesser issues (though this is sometimes due to waiting on customer responses when more information is required).

So yes, on at least that front, the time they allot, plus some other information, needs to be made far clearer than what is presently there.

[Pharone]

This truly is NOT a hard concept to understand.

1. They said DO NOT PLAY THE GAME while waiting for the rollback.
2. He played the game while waiting on the rollback.
3. He lost everything that he gained during the time he was waiting on the rollback.
4. It is his fault that he lost all his stuff.

FACT: The fault for losing his stuff is HIS.

FACT: Square did a really truly poor job of customer support by taking 3 months to process the rollback.

You people are going to just argue semantics here, so have fun with that.

[Canadane]

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.

It’s more to give a legitimate player information or updates, there are more than hijacked users out there. Since the player will never directly speak with the dev team except in very specific circumstances. Still have my dev response as a priority in my log lol

[Lealah]

You did. And Gwenorai's comments hold a lot of value. Many of us have dealt with support for other games and the experience with SE is not even close to comparable or even reasonable. Regardless, it's still very bad customer service that things like this should take so long at all. I have hope that somehow these processes will change and it will become a better experience for everyone involved. Just sitting back and taking it is never going to encourage that to happen.

[Gwenorai]

No, stop. It has nothing to do with sanity. A logical person wouldn't have left it up to chance and would have followed through with finding out what has become of their request, especially knowing any progression would be completely lost.

I agree with this, to a degree. He should have called up. But who in their right mind would think that they would push the rollback 90+ days after the request? This is the type of nightmare fuel you read on the internet when people experience horrific customer service. Even thinking about that wait is illogical - it should not have been that long. It baffles my mind at the lack of communication. 7-10 days should not equate to several months.

My experience with issues of this caliber, character data, developer-level personnel are the only ones that can access it, or a rank of something similar. I can't see anyone in NA or EU having direct contact with character data, or at least not without having to answer to someone of that rank and getting their OK first along with verification of the process, because the last thing you need is an accidental complete wipe or data corruption. If you've encountered other games that tend to push customer service more, even having one branch communicating with another overseas usually takes longer than 10 days. I honestly keep scratching my head seeing the whole 10 days thing SE lists there because it just sounds unrealistic. Combined with reports from others having filed for this service and it repeatedly taking longer than those 10 listed days. It just doesn't make sense to have a request received, identification verified, combing logs, locating the restore point and applying it. Not even factoring in the communicating branches. Most tickets don't get fully resolved that quickly on lesser issues (though this is sometimes due to waiting on customer responses when more information is required).

I don't understand this either. I just don't understand it since they gave OP zero information, not even a confirmation or a record number.

FACT: The fault for losing his stuff is HIS.

FACT: Square did a really truly poor job of customer support by taking 3 months to process the rollback.

Well at least you stepped up and agreed that it was indeed terrible customer service to take three months to do a rollback, for which OP was expected NOT to use his account during the release of an expansion.

[Lealah]

FACT: The fault for losing his stuff is HIS.

FACT: Square did a really truly poor job of customer support by taking 3 months to process the rollback.

I agree with you there on both counts. We are all just arguing two different things that are getting intertwined; was he in the wrong and is SE's customer service needing improvement.

[rotf]

I guess people in their eagerness to find ways to blame the victim, fail to realise that if this process remains as is, and they ever have to use it for some reason (let's hope not), they will be in this exact situation:
expected to NOT play the game for an indeterminate amount of time with no communication at all from beggining to end and no possibility to cancel the request

I don't think anyone would find that acceptable.. specially in a monthly fee based game

and that is what I'm trying to focus on with this thread