Garuda Howling eye crash locked out - SE'S answer to the problem!!!!!!!

[madbadger00]

SO our party crashed 2 days ago in garuda and have been locked out of game since with error code 30002...

what is SE doing about this?
what is their great master plan?
what have they said to us in reply to countless emails to re assure us everything will be ok?
What are they doing for us loyal customers?

THIS.....IS THEIR REPLY?????............



Dear Customer,

Thank you for contacting the Square Enix Support Centre.


We are really sorry that the Garuda server is still not accessible.

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

We apologise sincerely for any inconvenience caused.


Kind regards,

The Square Enix Support Centre team

Thank you again for contacting us and for your interest in Square Enix products!
More help and information is available at the Square Enix Support Centre website.
http://support.eu.square-enix.com/


1. What Garuda server??? im on balmung and there is no garuda server DOH!
2. How about a post on loadstone saying the issues on all servers!
3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!
4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer
5. HONESTLY get your act together SE my love for you is breaking

[Foxichi]

SO our party crashed 2 days ago in garuda and have been locked out of game since with error code 30002...

what is SE doing about this?
what is their great master plan?
what have they said to us in reply to countless emails to re assure us everything will be ok?
What are they doing for us loyal customers?

THIS.....IS THEIR REPLY?????............



Dear Customer,

Thank you for contacting the Square Enix Support Centre.


We are really sorry that the Garuda server is still not accessible.

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

We apologise sincerely for any inconvenience caused.


Kind regards,

The Square Enix Support Centre team

Thank you again for contacting us and for your interest in Square Enix products!
More help and information is available at the Square Enix Support Centre website.
http://support.eu.square-enix.com/


1. What Garuda server??? im on balmung and there is no garuda server DOH!
2. How about a post on loadstone saying the issues on all servers!
3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!
4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer
5. HONESTLY get your act together SE my love for you is breaking

Still nothing on all of the threads that have the similar topic. Square Enix where are you?

[Onisake]

I always have to resist the urge to say 'Umad bro?' whenever i see posts like this.

SEs always responded like this.

Garuda server => implies that the garuda instance has a dedicated server. wouldn't surprise me. they are having a problem with it (obviously)

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

Either they dont' know what the problem is (cannot make a statement) or they know what the problem is, but there is a political/marketing reason they cannot give exact details of the problem and they have to tread lightly.

1. What Garuda server??? im on balmung and there is no garuda server DOH!

already went over this

2. How about a post on loadstone saying the issues on all servers!

they don't know what the probelm is, or dont' know how to put it delicately. why make an announcement before all your ducks are in a row?

3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!

it's this or silence. which would you prefer? they had a choice. ignore you. or give you a generic 'we're having technical difficulties. please standby'

4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer

/wrists

5. HONESTLY get your act together SE my love for you is breaking

Personal problem. i'm 99% positive there are higher priority problems than this. we have several people who haven't even been able to login for months and months. this won't get you sympathy.

[HiirNoivl]

I work in customer service.

They will 1) read your e-mail 2) roll their eyes and smirk 3) tell their cube neighbor to "Hey come here and check this out!"

They will not 1) care 2) do anything because they 1) cannot do anything and 2) you're sending messages to them that they've already answered and can't provide another answer for you.

When I get messages like this, the first or second time, I will care and be nice. But when the person yells at me again and again to do something I've already explained I can't do, or reveal information I don't have, I will shut down and won't stick my neck out for that person. I certainly won't contact that person again. I'll have my supervisor do that and you know how supervisors are about getting back to people.

IF I were you, I would back off.

[The_Crow]

i'm still waiting for a reply :P
hell, i'll even take that "thank you for contacting Square Enix", been checking my inbox for a long time, nothing yet.

@Onisnake:
i agree with what you said, but keep few things in mind:

we have several people who haven't even been able to login for months and months

what kind of a company that cant fix a problem like this in months ?!
lack of staff ? No, lack of skills? i would take a blind guess and say No..
or could it be that they just dont care ? *ding ding ding*

if the data is corrupted, dont they have a backup?

people are afraid that their characters are lost forever, some kind of reply saying that it's not would give us comfort.

you see, the whole issue is not that we cant wait for them to fix it (let them take few months AFTER 2.0 for all i care), but we DO need a straight answer, something like:
1) your data is gone forever, sorry, deal with it.
2) rest assured, the problem is this or that and we'r working on it.

[Onisake]

i'm still waiting for a reply :P
hell, i'll even take that "thank you for contacting Square Enix", been checking my inbox for a long time, nothing yet.

@Onisnake:
i agree with what you said, but keep few things in mind:

what kind of a company that cant fix a problem like this in months ?!
lack of staff ? No, lack of skills? i would take a blind guess and say No..
or could it be that they just dont care ? *ding ding ding*

This is lack of knowledge of how things work in the real world.

We must talk to NA tech support. this is, at best, level 3 tech support. there is very little they can actually do aside from escalate to the devs.

GMs are capable of moving characters and fixing some bugs, as they can access the servers. However, your character needs to be logged in to do this.

It has nothing to do with lack of skills or lack of staff. it's more of a logistics problem. the NA support staff just can't access the JP servers. so we're combating 1) language barrier 2) time zone difference 3) priority of resources.

they are relaunching the game. many of these problems will be fixed at that time. it sucks for the affected few. but it's a business decision, and quite honestly i'd do the same thing.

the people who haven't been able to login for months have a very unique problem, and it's unclear how to fix it. it's even harder for us to do anything about it due to what i mentioned previously.

if the data is corrupted, dont they have a backup?

have to reset the server to access it. this isn't done often.

people are afraid that their characters are lost forever, some kind of reply saying that it's not would give us comfort.

it's not. of course they have backups. they are probably tryign to figure out a way to fix the problem without bringing the servers down. so chillax bro.

you see, the whole issue is not that we cant wait for them to fix it (let them take few months AFTER 2.0 for all i care), but we DO need a straight answer, something like:
1) your data is gone forever, sorry, deal with it.
2) rest assured, the problem is this or that and we'r working on it.

They have said number 2. so i dont' know why so many are complaining. :/

[Pietro]

I know you're trying to bring some facts and probable reasons as to how this is being handled Onisake but i think all these affected people have the right to be furious, i know it's a game but it's a game people have invested time into and you got to keep in mind all these people where working on their own goals before the relaunch which all might be shot now if SE fails to act, company descision to sit on the issue or not it's quite irritating.

[Onisake]

I know you're trying to bring some facts and probable reasons as to how this is being handled Onisake but i think all these affected people have the right to be furious, i know it's a game but it's a game people have invested time into and you got to keep in mind all these people where working on their own goals before the relaunch which all might be shot now if SE fails to act, company descision to sit on the issue or not it's quite irritating.

You have the right to do w/e you want IMO. but if you want to get something done you have to 'play the game.' One of my mentors once told me 'Politics makes the world go round. if anything gets done, it's because of politics'

One reason a lot of other countries dislike the good ol' USofA is because of attitude. we feel entitled. this isn't really unwarranted, we are one of, if not the, most powerful nation. but if you've ever worked with customers, you know how they can act. the ones that complain, act like the world owes them something, you don't want to help them. this is human nature.

i'm trying to bring understanding so they will be more tactful. and not yell at the NA TS guys so much. yelling at them doesnt' really fix the problem. it never will fix the problem. it's already been escalated. and they can escalate again, and again, but they are probably just as frustrated as the affected players. it's very tough to be in the position where you recieve all the complaints, but can do nothing to fix them. so cut them some slack, and show some tact.


As an example, I was dealing with Amazon customer care the other day. I paid for overnight priority shipping on something. and it did not arrive the next day. (in fact it didn't arrive for several days, and i wasn't exactly happy about it) the kicker was that my room-mate had ordered the exact same item, same shipping, but it had arrived on time. so clearly something went wrong.

So I call customer support, looking for a refund. When i pay for expensive shipping i expect it to arrive on time. After explaining the situation, I got the usual pushback.

'I'm sorry sir, we're not responsible for shipping. you have to call the carrier (UPS in this case)'

now. some people would fall for this and hang up, call UPS. but I know better "That's unacceptable. I paid you to ship, I didn't pay UPS. it's your responsibility to ensure my item arrives on time. I would like a refund on shipping, and compensation for my time. please escalate my call"

This triggers the support guy to make a couple of actions. he can either 1) try to appease me or 2) escalate my call (which he may or may not be able to do)

He tried to appease me with a $5USD gift card. "I'm sorry sir. I can't offer a refund on shipping. the best I can do is give you a $5 credit on your account"

Now, as most of you know (or maybe dont' know) these things are scripted. "That's not acceptable. I paid $22 for shipping"

"I'm sorry sir. I can't offer a refund on shipping. the best I can do is give you a $10 credit on your account"

I think you can see where this went from here. I kept the loop going until i got to $35. thanked the poor Bastard for his time and went on my way. Either they will loop you, or escalate you. either way, you'll need to try to play the game a little better. acting like a crying/bratty 12 y/o isn't the way to accomplish anything.

[Foxichi]

I just called them, the guy I got on the phone was trying his best at gathering all the information about the fight to give to the guys in Japan a clue on what's going on, just keep sending more information, they'll get it done. He was very nice on helping me through this, a lot of people probably called him before so he was pretty quick on this subject, so it's already top priority and known, just keep your fingers crossed!

[HiirNoivl]

^^ That's great news Fox. Months and Months seems like a different issue from what I was thinking you were talking about. From the other thread I thought it was only 24 hours that people were locked out.