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

[Shikoba]

I could have told you that without contacting support.

If you lost it or threw it away,I might see them rolling you back. but they're not going to give you another one just because you didnt like the choices you made. You know full well your chances to change appearance are limited, so you should have paid it more care and attention.

Wonderful. Until I hear it from a GM however, I remain optimistic.

[BlazeChronic]

I could have told you that without contacting support.

If you lost it or threw it away,I might see them rolling you back. but they're not going to give you another one just because you didnt like the choices you made. You know full well your chances to change appearance are limited, so you should have paid it more care and attention.

+1.

You even say you are "OCD" about this kind of stuff. You should have paid attention and done it right.

The stupid questions ARE the reason forvlong response times....

Exactly.

[Shikoba]

+1.

You even say you are "OCD" about this kind of stuff. You should have paid attention and done it right.

People understand this goes beyond my stupid request right? Yeah, I admit to my own foolishness in regards to my own situation. But the overall issue is not about the item.

Others in the topic at least get that much.

[squidbunny]

Used it and regret it. Like I said in my original post it probably sounds pathetic, but there you go. Even if the end result is "You're an idiot and we cannot help you" I shouldn't have to wait for days just to have a GM tell me that.

Also, this. ^^^

If the answer is a simple "No you're screwed go away" the response should be pretty quick.

Also also: notice how everyone is citing different games with comparatively amazing customer care. This garbage is the exception, not the rule.

[squidbunny]

I hate to be that guy, who brings up WoW again, but Blizzard GMs generally responded to tickets within hours. For things like "holy crap my party is stuck on the wrong side of a grate" it was more like 20 min.

As much as I enjoy XIV itself, its customer care, in-game and out, is atrocious and indefensible. My sister's account was hacked two weeks ago and she's still waiting on a resolution. IF they reinstate it she's then looking at (judging from anecdotal evidence) two more weeks to a month to get her items/gil returned. This whole process would have taken Blizzard under 24 hours and would have been handled simultaneously; not broken up into two separate cases to be ignored for weeks. The best part? If she gets her account back, she can't really play during the weeks she waits for a rollback or she'll lose that progress. And she has to pay for all of this time she's unable to play.

[Kitya]

I hate to be that guy, who brings up WoW again, but Blizzard GMs generally responded to tickets within hours. For things like "holy crap my party is stuck on the wrong side of a grate" it was more like 20 min.

As much as I enjoy XIV itself, its customer care, in-game and out, is atrocious and indefensible. My sister's account was hacked two weeks ago and she's still waiting on a resolution. IF they reinstate it she's then looking at (judging from anecdotal evidence) two more weeks to a month to get her items/gil returned. This whole process would have taken Blizzard under 24 hours and would have been handled simultaneously; not broken up into two separate cases to be ignored for weeks. The best part? If she gets her account back, she can't really play during the weeks she waits for a rollback or she'll lose that progress. And she has to pay for all of this time she's unable to play.

Did you have her call them at all?

I got hacked a few days ago. First thing I did was put in a ticket online but since I didn't want to wait that long I decided to call SE support. I got someone on the phone in 20m or so told them what my issue was, they kicked the hacker off my account and I was able to log back on. So I got my account back about an hour after I realized what happened. While this isn't the Blizz automated account recovery thing, it's really not so bad for time. I did decide to opt out of the rollback because, while I lost about 50k gil (practically nothing) I also gained about 6 stacks of diremite web so I made it all back plus some web to spare for crafting. So, I can't really comment on the week or two it might take her to get the rolback.

[squidbunny]

Did you have her call them at all?

I got hacked a few days ago. First thing I did was put in a ticket online but since I didn't want to wait that long I decided to call SE support. I got someone on the phone in 20m or so told them what my issue was, they kicked the hacker off my account and I was able to log back on. So I got my account back about an hour after I realized what happened. While this isn't the Blizz automated account recovery thing, it's really not so bad for time. I did decide to opt out of the rollback because, while I lost about 50k gil (practically nothing) I also gained about 6 stacks of diremite web so I made it all back plus some web to spare for crafting. So, I can't really comment on the week or two it might take her to get the rolback.

She called them twice. It is "being investigated". And she's out 300K/tens of thousands of shards ... nevermind what the hacker cleaned out of our FCC. :/

[Alhanelem]

This garbage is the exception, not the rule.

It depends on the specific rep way more than the company. I've never had a truly bad experience with SE support. On occasion my wait times have been a bit long (Never as long as the OP though)

The garbage is the rule, not the exception. You can find horror stories for just about every company's support at the click of a search button. That doesn't mean everyone is having issues with it.

I called a GM in this game about reporting RMT (before I knew they want us to put it into the cheating section) and got a response within 5 minutes and the GM handled the report for me.

[squidbunny]

I would invite you to take a stroll through the Technical Support forum and gauge the general timbre of conversation.

[Masked]

I've been playing MMO's for 15 years. Been in the PC industry for 10...Have actually worked on and with 3 different MMO's.

In my experience, SE has the worst customer service in the industry, in fact, the worst CS I've ever actually experienced.

NCSoft has their horror stories but, at least they gave you an answer within a reasonable amount of time.

I was one of the hardcore in Aion and I watched the exodus happen. Within 3 weeks, half of the NA customers literally left the game due to the lack of CS. Bots were rampant and NCSoft's blanket bans just made it worse because of how many legitimate users they tagged as bots.

Same situation here with the Gil-Ban and the early birds clearly got to the worms...It is what it is but, bad CS is bad.

SE is not immune or above "the exodus", no game is...It's a great game, I'm having a tremendous amount of fun but, 3 weeks on a support ticket seems to be the norm and that's absolutely ludicrous for ANY company.