How many people do you know who no longer buy from Mogstation due to Support Center?

[Avidria]

One of my friends got hacked and it took like, a month just to unban his account, after which they... literally never told him when it was unlocked, and he only found out because he just tried to log in one day and it worked.

And then they rolled him back to 'restore' things like a week after we started the current savage tier. Another full month after he got unbanned.

It wasn't even me and it was painful to witness lmao

[Ranaku]

Well, try to not click on scam links and you won't have to wait for the support at all! That easy.

[Kes13a]

Support is always going to be one of those things you either love or hate based on your last experience and if your issue was resolved.

and totally based on the attitude you went in with.

I work in support for a software company and I know, that it is very difficult to help someone resolve someone with a poor attitude. I still try to do my best, but I admit there is a priority list and someone who has raked me over the coals for something they actually caused, will have others assisted before them.

I have dealt with WoW support, and it was average. in that case it would be hard for them NOT to do something since it was a disgruntled leaving employee that broke into quite a few accounts and deleted characters.. so I was not alone and they wanted to fix it/cover it up fast. (years ago and a much different Blizzard)

I havent had a need to deal with SE support, but it would have to be truly horrendous to make me stop buying from Mog if I wanted something because they are not connected by anything except name. As for losing gil, if I had done something dumb to lose it, well, if they decided to do ANYTHING that would be a bonus. but I know that many would be irate, even if its their own doing... and that wont help response from Support... at all...

[Krotoan]

Never had a problem with SE support. But then again I've never had my account compromised and requested a rollback. My understanding is that process is VERY slow for everyone and should only be invoked if what was lost is more important than 1 or 2 months of future play.

Yeah that sucks...

but my personal experience has been quick responses from all my inquiries and the one time I lost access to my account due to my 2 part auth breaking (my phone broke so I lost my token) I had access back within 30 minutes.

So.. while I can empathize with a bad experience.. it's hardly been the case for ANY interaction with their CS dept resulting in disappointment.

[weebtext]

Do people really visit links sent by complete strangers without quadruple checking the url?

[Krotoan]

Do people really visit links sent by complete strangers without quadruple checking the url?

It wouldn't be done as much as it is if people didn't fall for it.

[Oshirigami]

It can take awhile for a rollback from what I've heard, perhaps even a couple of months. All you can really do is be patient, and think about how to not let your account get compromised. Normally I'd advise ignoring the rollback and re-earning that gil but...that amount is nothing to sneeze at. It'd be painful but I'd probably wait it out too. As far as my own experiences with customer support go, my needs and interactions have been few, but when I actually have needed their help with something they have been wonderful. I know some people who don't like the cash shop, but they have had 0 account issues that I'm aware of.
The Blizzard live support is pretty great, both by phone or the live customer support chat. The personal GM calls in game usually go pretty well too. They are super friendly. The automated support...not so much. I'd give that a 1.5/10.

I can earn at least 3 million gil per day, so 114mil gil is about a month.
What's most annoying is, a week later, they can't even tell me the date it'd be rolled back to or how long it'd take. If I wind up losing 3 or 4 weeks I'm better off not rolling back but they should also be helping me some other way since this process is so bad.
I've not been doing much the past week because of the anxiety of not knowing how or if even they'll help me.

It really feels like they're pretending to offer to help while really telling you they can't help you when they make you lose out on a month from rolling back.

Support is always going to be one of those things you either love or hate based on your last experience and if your issue was resolved.

and totally based on the attitude you went in with.

I work in support for a software company and I know, that it is very difficult to help someone resolve someone with a poor attitude. I still try to do my best, but I admit there is a priority list and someone who has raked me over the coals for something they actually caused, will have others assisted before them.

I have not had a poor attitude with them.

And I've had good support experiences with at least 29 out of 30 companies. Square is the outlier and the problem.
I've not actually heard of anyone having a good experience with their Support Center, no matter the issue, as I gave 3 examples in the OP.

[Poporito_Popoto]

Fallen for scams in other games as well?

[RitsukoSonoda]

It can take awhile for a rollback from what I've heard, perhaps even a couple of months. All you can really do is be patient, and think about how to not let your account get compromised. Normally I'd advise ignoring the rollback and re-earning that gil but...that amount is nothing to sneeze at. It'd be painful but I'd probably wait it out too. As far as my own experiences with customer support go, my needs and interactions have been few, but when I actually have needed their help with something they have been wonderful. I know some people who don't like the cash shop, but they have had 0 account issues that I'm aware of.



The Blizzard live support is pretty great, both by phone or the live customer support chat. The personal GM calls in game usually go pretty well too. They are super friendly. The automated support...not so much. I'd give that a 1.5/10.

Well the thing with customer support is that the interactions change depending on the person doing the service and what the actual issue is that support is needed for. However a growing trend I've been seeing in US based businesses in general is prioritization of ending an interaction as quickly as possible while trying to get the customer to basically click like on their social media page. This has resulted in a lot of service reps that feed their customers complete BS often blaming a different company just to get them to go elsewhere. This is allowed to continue so long as lower/middle management in their support departments turn a blind eye to it simply because it's making numbers on a spreadsheet look good since quality control in these departments often only investigate when the speadsheet numbers look bad. The companies I respect most are the ones that are simply straight with their customers and just tell things as they are whether good or bad.

In regards of account takeover issues the ownership verification process can take time on it's own before they start doing any restoration that is being requested. Additionally if it's a situation where the original owner still has access to the account and is reporting theft there is normally an investigation done as well due to people that essentially try to scam their way into duplicating things in the game. MMO companies are not likely to bypass either of these processes.

[Jirah]

Well, considering there's probably a large amount of you falling for phishing scams, and the requests likely go back to Tokyo to be restored from backups, it's probably understandable that it'll take a while.

Maybe use this time as a lesson to be more careful with where you put your account information.

Man I’ve been seeing this happen a lot! People don’t realize <<The Legend>> isn’t worth a account compromise.