The Worst In-Game Support I Have Ever Seen In A MMO

[Shikoba]

Seriously. I have been trying to do something as simple as an item restore and it has taken over a week to deal with now. First I asked if it was possible, after a few days got a reply telling me about item restoring and if I wanted to do it that I could. Then I sent a new ticket, saying I wanted to do the item restore. A few days later I am told to wait for a GM in game to contact me about it.

Where the hell are the GMs in this game? I have logged in and stayed logged in all evening long for the past 4 days waiting to be contacted by a GM. I have seen nothing from them. Somewhere in there I submitted a new ticket about not hearing anything and they said it was marked as "High Priority" and that was 2 days ago. So that clearly doesn't mean a whole lot.

I have never witnessed such a drawn out process over something so simple in an MMO before. Other GMs in previous MMOs just generate the item and stick it on the stupid character. It should take a matter of minutes at most. And I suppose it is obvious there are no GMs in the game because if there was we wouldn't have people spamming chat with their gil selling nonsense.

For anyone that must know I am trying to restore a Phial of Fantasia. As pathetic as that may seem, my characters are very important to me in MMOs and I'm a bit OCD when it comes to making the perfect choice. When I log in to wait for a GM I do nothing but stand around waiting for hours. So it has been days of doing nothing. My own fault, but if my interest in my character dwindles, then my desire to progress and play becomes non existent. I have stressed the importance of this and still I feel ignored. I have no desire to level a new character. And I am running out of patients to just stand around waiting for nonexistent GMs.

/vent
/rant
/entitlement
/whatever

I enjoy the game a lot. I really do. But I'm tired of this. Please improve your support before I go crazy.

[Kayo]

Funny, Ive seen at least one of these threads for every MMO ive played. I think mine was in LotRO .. I mean seriously, the group was stuck behind a gate that wouldnt open because of a bug which the boss didnt drop the key or something and the GM couldnt just port the group to the other side or just open the gate? Um ... CoH GM were able to port us around the dungeon!!! /sigh

Anyway, tough cookies. It happens. Theyre a foreign based company so im sure the customer service will be lacking but just thank your lucky stars it isnt NCSoft.

[Shikoba]

Funny, Ive seen at least one of these threads for every MMO ive played. I think mine was in LotRO .. I mean seriously, the group was stuck behind a gate that wouldnt open because of a bug which the boss didnt drop the key or something and the GM couldnt just port the group to the other side or just open the gate? Um ... CoH GM were able to port us around the dungeon!!! /sigh

Anyway, tough cookies. It happens. Theyre a foreign based company so im sure the customer service will be lacking but just thank your lucky stars it isnt NCSoft.

I have never had the pleasure of dealing with NCSoft myself, but I have heard stories. I don't pretend other MMO support teams are perfect, but from my own experiences since EQ GMs have been relatively quick to get back to you and things certainly never took over a week to get things done.

[Susanoh]

Theyre a foreign based company so im sure the customer service will be lacking but just thank your lucky stars it isnt NCSoft.

FFXI actually had human GMs that could perform basic actions on your account. Contacting one could take a bit, but the few times I called one they got back to me within an hour or so.

On a side note, RMT spammers who were reported would have been sent to Mordion Gaol immediately once verified by a GM. They wouldn't be standing there shouting for 12+ hours.

[Gaddes]

FFXI actually had human GMs that could perform basic actions on your account. Contacting one could take a bit, but the few times I called one they got back to me within an hour or so.

I was just going to say that. Even though I only called a GM maybe 4 times in a 7 year span, I appreciated being able to live chat/type with one while in-game and while they could pull up information on the fly. I was really surprised when that sort of customer support wasn't present in XIV... for some reason I had totally assumed it'd be carried over.

[sasakusaku]

If the CS turn around is less than two weeks then that's fine imo. Past two MMOs I played...you were lucky to even get an automated response 2+ weeks later, usually took about a month to get the issue dealt with...well if they actually didn't simply just close the ticket for no reason which was almost always the case.

Best CS I have had was in GW2 of recent where my item restore ticket was solved in less than 48 hours. Not to bad for a non-sub/entirely B2P game.

OP should consider that this game was rather successful so that means more players opening tickets. Have a little patience, within reason that is.

[Guammasa]

Wait till you try tech support...ask the same question 4 times, get 4 different answers explaining why they can't do anything for you or how its all your fault you have a problem. Then, cause all cake must have icing, they tell you they're sorry and that they understand.

[Theref]

Yeah, so I had a billing issue. I opened a ticket at 7 Sept 2013, and three weeks later(almost) at 26 September 2013 I finally received reply from them! With a hope that they could fix something or give me more details on what was wrong with my paypal. Guess what?

I have to wait 19 days just to get this response

Dear Customer,

Regarding your request for billing support. Please find your answer below.

Unfortunately the SQUARE ENIX Support Center cannot assist with this issue via email. In order to further assist you, we will need you to contact us via phone or chat, and the SQUARE ENIX Support Center will be happy to assist you.

Chat Support <Toll Free>
To contact our Chat Support Team, please return to the SQUARE ENIX Support Center website and create a new ticket for your issue. Select the "Chat Support" option, and this will connect you directly to an agent that will be able to assist you.

Phone Support
To contact our Phone Support Team, please use the phone number listed below.
For faster service when calling, please make sure you have the following information:
- Ticket Number (located in the subject of this email)

SQUARE ENIX Support Center: (310) 846 - 0345*
* Please note that this is not a toll-free number. If you would like to contact us toll-free, please use our chat service.

NOTE: Live service is available Monday through Friday, 9:00 - 18:00 (Pacific Time) (Excluding holidays)

Thank you for contacting the SQUARE ENIX Support Center.
___________
For additional assistance with this issue, you can reply to this email directly. For assistance with a new issue, please visit the SQUARE ENIX Support Center at http://support.na.square-enix.com.

So yeah I need to wait the support ticket for almost 3 weeks, just waiting to be told that "Hey we can't help you, please use live chat and phone instead. Good day sir!"

[Shikoba]

So yeah I need to wait the support ticket for almost 3 weeks, just waiting to be told that "Hey we can't help you, please use live chat and phone instead. Good day sir!"

Man that's brutal. I assumed I wasn't the only one with these issues. I've had this fear that this situation might happen to myself after I spent all this time waiting around on a GM only to have them finally contact me and say, "sorry can't do it." At that point I would probably just throw in the towel and move on to something else. I certainly don't want to level 3 classes back to 50 on a new character and I won't progress on a character that I have lost interest in due to appearance. Hoping this doesn't happen, ugh.

[Endemerrin]

Yeah, I'm on week three (as of yesterday) on my item restoration ticket. I'd be prepared for a wait.