Wrong character active?

[Reinheart]

the BBB cant really do anything if you know how they really operate....so many people get directed to them to file complaints, but all they really do is take them and file them and make them publicaly available from what ive seen

every company is graded on the BBB website and such, and its amazing how mmo companys pretty much forfeit a good rating once they go public lol.

Dunno about gaming company but if you're dealing with poor customer service and use BBB to file a complaint at least they get a response from a higher rep which in a lot of cases fix the issue or at least they give a better reasoning to why they can't help the customer out if for any reason instead of "hey we can't help you out, you F'ed up" or "I don't care what you did, our system shows this and our system is always right, you're wrong"

Like the posts above talking about having a empty slot and the payment being applied to the empty slot is just ridiculous imo how is that customers fault? if you had a character in that slot and when you chose the payment with that character then deleted after payment I might understand but if the case is where you have a empty slot and you chose the right character on payment but it was applied to that empty slot then it's system error and should be fixed through support.

[TheVedis]

Dunno about gaming company but if you're dealing with poor customer service and use BBB to file a complaint at least they get a response from a higher rep which in a lot of cases fix the issue or at least they give a better reasoning to why they can't help the customer out if for any reason instead of "hey we can't help you out, you F'ed up" or "I don't care what you did, our system shows this and our system is always right, you're wrong"

Like the posts above talking about having a empty slot and the payment being applied to the empty slot is just ridiculous imo how is that customers fault? if you had a character in that slot and when you chose the payment with that character then deleted after payment I might understand but if the case is where you have a empty slot and you chose the right character on payment but it was applied to that empty slot then it's system error and should be fixed through support.

oh im not debating the fact that its an issue, yeah, it could be anyones fault, who cares if the customer made a mistake or the account system made a mistake
its fixable, and it shouldnt be very hard to fix it(granted the peons you first get ahold of may not be able to do anything, but someone up the line should be able to)

and then there is always the attitude of the customer calling to take into consideration, for the most part i know this isnt going to apply to those actively talking about how they are going about it here(they have been pretty civil, and if they werent civil to the reps, they probly wouldnt be civil about it here either) but its amazing how much profesionalism about it comes into play when talking to these people to.


hopefuly this gets sorted out, its one of those dumb bugs that could only happen due to how we had the game free for the year(since normaly in any mmo youd have activated everything only since there was no pick and choose option)

[Reinheart]

hopefuly this gets sorted out, its one of those dumb bugs that could only happen due to how we had the game free for the year(since normaly in any mmo youd have activated everything only since there was no pick and choose option)

Yeah I hope so also, don't see what's so hard about switching the active account from one to another.
Even in F2P with P2P dungeons like DDO if you paid for the wrong dungeons and stuff you call them up and they can fix it up for you if they see that you haven't tried that dungeon you bought by mistake and stuff. Pretty sure there is a way for the CS to check if character has been played or not since you paid for it unless the CS don't have access to those data.

If it's me say you paid for the wrong character but on same server, maybe even if its different if there is a log saying the player only played 20min or less on that char in this 2 weeks then most likely they probably got on to tell his friends or w/e they can't get on their regular char so I'll let that one go and try to figure out to turn off the wrong character and turn on the correct one.

[Catapult]

Let's not forget that "providing false or misleading information" is something a basic rep can get fired over. That's another reason to keep your own notes on what happens during calls.

And stay calm and collected at all times, of course - it's so much harder to fob the civil and reasonable customer.

[Reinheart]

Pretty sure the reps on this side of forum is looking into it but for this issue about not being able to pay because of clickandbuy and issue about wrong character or empty slot got picked I posted on YoshiP thread so if lucky and he see's that post might be able to push a little bit... that's best I can do from my end.

copy/paste from the other thread lol but post I posted on JP side talks about both so posting it on here also

[Rosuto]

Pretty sure the reps on this side of forum is looking into it but for this issue about not being able to pay because of clickandbuy and issue about wrong character or empty slot got picked I posted on YoshiP thread so if lucky and he see's that post might be able to push a little bit... that's best I can do from my end.

copy/paste from the other thread lol but post I posted on JP side talks about both so posting it on here also

JP also has this issue?

[Reinheart]

JP also has this issue?

Nope so far didn't see any post regarding this same issue unless their CS is nice enough to fix it right away while other regions/countries can't.

posted on JP side which talks about subscription, for the JP side I think they didn't get the 6 month option so some posted about that issue but aside from that it's pretty much about subscription timing should of been later, blah blah.. nothing about getting wrong character activated or not being able to pay for the subscription (since they got direct payment)

I posted in there stating what is the current issues some players are having, what those players did to try and get it resolved through CS and what the CS's responses were and what the current status of those players are.

[Rosuto]

Nope so far didn't see any post regarding this same issue unless their CS is nice enough to fix it right away while other regions/countries can't.

posted on JP side which talks about subscription, for the JP side I think they didn't get the 6 month option so some posted about that issue but aside from that it's pretty much about subscription timing should of been later, blah blah.. nothing about getting wrong character activated or not being able to pay for the subscription (since they got direct payment)

I posted in there stating what is the current issues some players are having, what those players did to try and get it resolved through CS and what the CS's responses were and what the current status of those players are.

Woot Reinheart ftw!

Still nothing new on my end maybe tomorrow I will get a response from someone.

[Rosuto]

So, a week later and here is what I got!

Agent Thomas E: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Thomas E: Okay, I'm not sure what you were told in regards to this issue before.
Agent Thomas E: However, what we're doing is tracking these occurrences of erroneous activations because in some cases it is being caused by a slight issue with our systems. So we're asking users to simply reactivate and then looking at reimbursing all whom this has happened to at a future date.
Agent Thomas E: For the money spent on the blank option.
You: I see I guess? Doesn't really make much sense though. What if the person does not have the money? They are just screwed because of an issue with the system while their already paid for subscription time runs out? Oh well not my place to argue I suppose. While that is a much better solution than what I was told long ago it would have helped if I was told this long ago before I lost a big chunk of time waiting for a review of my account that wasn't taking place.
Agent Thomas E: I'm sorry that the information may not have been communicated clearly previously.
You: Thank you for your time. I think I'll get out while the getting is good less this happens again down the line. I wish all the best to SE and yourself, take care.
Agent Thomas E: Sure, you as well. Have a good day.
Agent Thomas E has disconnected.

So yeah that is the lowdown for any that happen to be interested. Though something of this scale I would have expected would have been relayed through Lodestone for those affected or at least emailed to those who were waiting on a response specifically to this. Instead if I had not contacted them again I would have never known, which makes me wonder just how legit this is. The last thing I want to do is get screwed out of more money when SE says they never had any intention of reimbursing people for the blank option. Not to mention the more than half of a month of time I have already lost regardless, even if I did decide to reactivate, that it looks like all I'd get is an "I'm sorry" for. If I had got this explanation from the start I probably would have just went with it without much fuss, but at this point it's a bit of too little too late, and just sounds like a very weird solution as I pointed out with an example to the rep.

If they are going to just refund at a later date, why not just refund me right now so I can go activate my character? The lack of an actual time frame beyond at a later date just has me doubtful which is sad, because I would have never thought SE capable of stuff like that before all this happened, but after this experience nothing seems out of the question.

Anyway that's how I see things. Hopefully this gives someone interested in this subject a heads up on what's going on if you haven't contacted support recently, or people like Reinheart that were interested even though it wasn't affecting him personally.

I'm just happy to finally have a resolution one way or the other (if you can call it that). Take care all, back to Skyrim for me.