OPEN LETTER TO THE SE: EU CUSTOMER SERVICE WARNING

[FujikoN]

The Square Enix EU Customer Service need immediate reorganization. My frustration comes from a case of 6 weeks of the unresolved issue of refund of my purchase.The customer service takes 2-3 weeks to even answer for my request. After I provided all the information they needed it took another 2.5 weeks them to ask me to do another things and still no answer since I've sent a proof about I destroyed the item what they asked me to destroy. My request still unresolved.

I do understand that everybody work from home but - just jump to an assumption and I think I'm right - at home they required to do a same amount of job like in the office. The FFXIV should look after what their employee doing because they can ended up in a same hole where Blizzard ended with the inadequate customer service.
I'm right to demand because I pay for the game, I purchase items, and I think I'm deserve better customer service.
Since UK leave the EU the customer care come from EU seems punish the British players and I think it's needs to stop. I don't care about politics, fight, etc. I have subscription, this is an agreement between the customer and SE and they should provide efficient support.

I would encourage other players to share their experience under my post to show the Square Enix what they need to improve. Improve very very quickly. Do no sink to the same mud where other game company sinked.


UPDATE: Finally I received a letter from a customer service department. They sent me an apology letter and they already promised me the complaint with the best hand. 4 days later, the refund was issued and sent back to my bank account.
I learned a lesson. I hope they too.

[Ranaku]

I don't need your toxicity. Bye

You aren't providing any information other than that something took 2 weeks. No information what it was. Maybe it took time to solve the problem.

We can't tell but what we can tell is that the title is all in capslock. xD Great sign.

[FujikoN]

You aren't providing any information other than that something took 2 weeks. No information what it was. Maybe it took time to solve the problem.

We can't tell but what we can tell is that the title is all in capslock. xD Great sign.

Read my post again: Refund on the purchase still unresolved since 6 weeks.
I hope, second read will help to understand. Try again.

[Ranaku]

Read my post again: Refund on the purchase still unresolved since 6 weeks.
I hope, second read will help to understand. Try again.

Well i do hope it gets resolved soon. I had a "similar" experience in WoW back then in cataclysm. Where i was stuck in a cutscene zone for like 3 weeks until they fixed a bug...

[Valkyrie_Lenneth]

Which purchase? Off the SE store or the Mogstation?

Cuz if store, SE doesn't run it, plus the game devs have nothing to do with it, AT ALL.

If Mogstation, well, those aren't refundable.

[Asari5]

refund? like making the trade you did undone? is there something like that? normally people have to decide it prior to the trade if they wanna do it

[SnowVix]

The Square Enix EU Customer Service need immediate reorganization. My frustration comes from a case of 6 weeks of the unresolved issue of refund of my purchase.The customer service takes 2-3 weeks to even answer for my request. After I provided all the information they needed it took another 2.5 weeks them to ask me to do another things and still no answer since I've sent a proof about I destroyed the item what they asked me to destroy. My request still unresolved.

I do understand that everybody work from home but - just jump to an assumption and I think I'm right - at home they required to do a same amount of job like in the office. The FFXIV should look after what their employee doing because they can ended up in a same hole where Blizzard ended with the inadequate customer service.
I'm right to demand because I pay for the game, I purchase items, and I think I'm deserve better customer service.
Since UK leave the EU the customer care come from EU seems punish the British players and I think it's needs to stop. I don't care about politics, fight, etc. I have subscription, this is an agreement between the customer and SE and they should provide efficient support.

I would encourage other players to share their experience under my post to show the Square Enix what they need to improve. Improve very very quickly. Do no sink to the same mud where other game company sinked.

Fun fact, making a mistake with your purchase does not give you a right to a refund under EU law. It just means you made a mistake, and if you want it resolved, threats of law will actually backfire, because a CSR will do minimal for someone who is unreasonable.

[Ranaku]

As far as i know SE doesn't refund stuff bought over the mogstation nor do they refund traded things between players.

And i doubt that a GM would ever tell a player to destroy items so they can be refunded.

[FujikoN]

Which purchase? Off the SE store or the Mogstation?

Cuz if store, SE doesn't run it, plus the game devs have nothing to do with it, AT ALL.

If Mogstation, well, those aren't refundable.

Mogstation, and they willing to refund because the item can't be used. The problem is the unreasonably long time.

[FujikoN]

Fun fact, making a mistake with your purchase does not give you a right to a refund under EU law. It just means you made a mistake, and if you want it resolved, threats of law will actually backfire, because a CSR will do minimal for someone who is unreasonable.

Mogstation, and they willing to refund because the item can't be used.