Experience with SE Customer Support

[Nero]

Again, you have missed the point.

If I was calling to ask for anything, the result should not be:

"We cannot assist further until you fix the thing that we won't tell you is incorrect, instead keep calling until you speak to a senior staff member who will need to be bartered with to tell you that the missing information is a capital letter".

Please tell me you have been able to wrap your brain around that point?

That point is totally irrelevant. Didnt you say:

Now, it is at this point I should point out that I too work in a very similar role,

If you would have worked in a very similiar role, than you would know that most Supportcenters wont hand you out every Information they are seeing. Like if i would call SE and say:

Me: "Hello there, my account got hacked.. please recover it"
SE: "Ok, give us your Square Enix ID through a ticket"
Me: "Ok, i will do it"

Writing a Ticket saying some Number which just came into my Head, using Datas of a Guy i know Reallife which is also playing FFXIV.

2nd call.

Me: "Hey its me again, can you recover it now?"

Possible Answers:
1. SE: "Hm we cant do it... We cannot assist further until you fix the thing that we won't tell you is incorrect"

CORRECT Answer.

2. SE: "Hm.. there is a mistake in the SE ID you sent us, we will just tell you the correct Number so you can send out the correct Ticket."

WRONG Answer.

Even if you just wanted to know, where the mistake was been made. SE normaly is not allowed to tell you ANYTHING which belongs to your characters Data. I dont miss a Point, you just dont understand how Supportcenters work, even if you said that you worked in a similiar Role, which is odd.

Edit: If THAT is not the point, than this whole Thread means nothing and is just another Bitchpost american people like to create every single hour. And i wonder why there are only problems in SE' US Support Center <_<

[Vahzl]

That point is totally irrelevant. Didnt you say:



If you would have worked in a very similiar role, than you would know that most Supportcenters wont hand you out every Information they are seeing. Like if i would call SE and say:

Me: "Hello there, my account got hacked.. please recover it"
SE: "Ok, give us your Square Enix ID through a ticket"
Me: "Ok, i will do it"

Writing a Ticket saying some Number which just came into my Head, using Datas of a Guy i know Reallife which is also playing FFXIV.

2nd call.

Me: "Hey its me again, can you recover it now?"

Possible Answers:
1. SE: "Hm we cant do it... We cannot assist further until you fix the thing that we won't tell you is incorrect"

CORRECT Answer.

2. SE: "Hm.. there is a mistake in the SE ID you sent us, we will just tell you the correct Number so you can send out the correct Ticket."

WRONG Answer.

Even if you just wanted to know, where the mistake was been made. SE normaly is not allowed to tell you ANYTHING which belongs to your characters Data. I dont miss a Point, you just dont understand how Supportcenters work, even if you said that you worked in a similiar Role, which is odd.

Edit: If THAT is not the point, than this whole Thread means nothing and is just another Bitchpost american people like to create every single hour. And i wonder why there are only problems in SE' US Support Center <_<

This feels like im trying to hold back a tide of planks. The point was they didn't tell him what it was he was doing wrong, even after 4 calls. They just said "The ticket is invalid".

It is perfectly acceptable for anyone in customer support to say:

"While we cannot reveal the information you have entered incorrectly, we can tell you it is an issue with your security answer".

It is also perfectly acceptable and totally in the realms of legality with regards to data protection to say:

"The secret question you have given us is incorrect, and will need to be checked for punctuation and capitalization".

Also I am not in the US, I am in the EU.

[Zenaku]

Never had any issue with SE beside this i went on a live chat to talk about my issue. I put my FF13 item in my beta account not my real account i did not link them so that my problem but still. I was on a live chat talking and they told me they going to fix my issue T2 support then i got d/c from the Chat. i try again and the person told me we can't help you get your code you most go to this website. Then 30mins later i go please just put me on a T2 support they told me they can help me without me doing anything they follow by going "i'm going to switch you to a T2 but am 100% sure they going to tell you the same thing fill this first" I talk to the T2 got my new code for my FF13 item within few hours.

Now in wow i forgot to cancel my account and it took 30$ out of my account. My gf calls and we cancel it and they refund my money within few hours the 2# account took about 2days but that due to my bank taking forever to get money.

Now if that happen to me in ffxi i'm sure hell can't get back my money if i forgot to cancel so by me saying this SE should really fix there support it pretty much useless even the GM in ffxiv are pointless every sense they added the dumb STF you can't even call a GM for anything i use to call them and they had the RMT ban within 1hour now it takes week and sometime never happens.

[Demacia]

Man, I had my original FFXI account hacked and it was a fucking nightmare to get it back. Had to call the SE support center about a thousand times, they ask you a million questions but even then it isn't enough because you have to mail them a NOTARIZED FORM to get your shit back. Took me like 3 months before I was finally able to get my account.

[Nero]

This feels like im trying to hold back a tide of planks. The point was they didn't tell him what it was he was doing wrong, even after 4 calls. They just said "The ticket is invalid".

Just i said. I got that point.

It is perfectly acceptable for anyone in customer support to say:

"While we cannot reveal the information you have entered incorrectly, we can tell you it is an issue with your security answer".

I understand what you are saying...maybe it was just a totally missunderstanding at the start of the first calls, like i said before. I dont know what exactly have been said, so you prolly knows better.

[Jinko]

My FF11 account was hacked a couple years back and I had no problem getting my account recovered.

Had to email them proof of identity but that was all.

Of course they may have changed the way they do things now, as with most thing Customer Service related it generally depends who you get on the other end of the line.

Makes me laugh how people come in here and say "nice story dude, whats your point though", perhaps one day they will have the pleasure of the shoe being on the other foot and we will see what they think then.

[Nero]

Makes me laugh how people come in here and say "nice story dude, whats your point though", perhaps one day they will have the pleasure of the shoe being on the other foot and we will see what they think then.

Makes me laugh how people think to know who had the pleasure of the shoe and who dont.

[Shika]

Sad fact is nowadays it doesn't matter what company you are dealing with- SE, your bank, whatever- customer service levels can be poor and frustrating to deal with; all depends on the person picking up the phone and whether they are prepared to deviate from the sometimes standard responses that they have to queries. I feel your pain, but no offense- I wonder at the point of this thread? Glad your friend got his account back, I have several friends that were hacked in FFXI that had a nightmare experience getting their characters restored and others that had hardly any problem at all.

I can sort of see their point of view that they did not necessarily want to disclose that the wrong ID was being used on the ticket- ok only a capital letter- but if it had been someone else with access to the account information and who did not own it and giving them this clue as to what was wrong, then I'm sure the complaint in this thread would have taken a worse turn.

[Mack]

Cool story and absolutely irrelevant to anything.

More relevant than you at the least.

[Jynx]

Took me 3 months and a notary to get my account back. Can't say I blame SE though, the steps are in place to prevent someone from calling and being like "Hey my account got jacked can I get it back plz? Account name is ____ password? aww man I forgot do me a solid and do it this once."