Experience with SE Customer Support

[Neptune]

That's ridiculous. Just another way they're out of touch with the community. They've got a lot of maturing to do.

[Wynn]

This is not just SE. This happens in any company where customer security is a prime concern but their cust support follows the rule to the letter in fear of losing their jobs should they mess up. Common sense needs to apply.

[TessaJalloh]

appalling customer service, had they just said 'your security answer didn't match records, check your spelling and punctuation' it would have been solved the first time.

No excuse for it, i've worked CS too, and it's NOT the norm for this to happen, people can get fired for being this obstructive because it can potentially lead to law suits.

I do hope eventually SE's support centres catch up with the rest of the world. They're a great developer, but their support is still as bad it was 9 years ago.

Also, pretty sure Nero is just trolling you OP.

[Vanguard319]

I had a friend who's SE account was hacked and lost both her FFXI and FFXIV accounts back in October, as they were linked, I haven't seen her in either game since.

[TheVedis]

The lesson here


Remember your security question and how you spelled it

They shouldnt have to "hint" you at what you did wrong, and I understand them for not wanting to do even that
you got lucky he said anything at all

its a security question for a reason

[Verecund]

Cool story and absolutely irrelevant to anything.

Actually it is relevant to Final Fantasy XIV.

[Moth]

Maybe he shouldn't allow his account to get compromised in the first place?

[Vahzl]

To the people saying "You shouldn't get compromised in the first place" and "They shouldn't have to give you any tips", you have clearly not read the initial post.

Yes, compromise is your own fault, that isn't under dispute, but if mistakes and lack of judgement never happened, there would never be a need for customer support.

The crux of the issue is that they were being defiant when it came to a customer in need. The simple fact of the matter, and to give you an example using a made up security question:

What is your favorite pizza topping?

Pepperoni

He responded with:

What is your favorite pizza topping?

pepperoni

This is a ridiculous reason to not progress further with a customer request. It is pathetic and to argue otherwise makes you as dumb as the agents themselves who felt that the omission of a single capital letter was enough for them to assume they weren't speaking with the account holder. The account holder who had provided the game key, full address and first 4/last 4 digits of credit card, date of birth, and date of account creation, all correctly.

Denying any hint of service based on the above example is a reason why some companies end up hated by their consumers. You are in customer service to act as a middle man between the player and the policies, it is your duty to use common sense in every case presented to you.

I do not dispute for one second that security information should not be revealed, for if the question was asked, and I said Pineapple, I wouldn't expect them to allow it, however if the right word is given, this is enough to assume you are talking to the right person. The response he got each time, was that his ticket was invalid, and no further information could be given, no reason, no guidance, just tough luck, try again.

If you feel you want to argue they were in the right, sorry, but you are clearly wrong in the head.

[TheVedis]

To the people saying "You shouldn't get compromised in the first place" and "They shouldn't have to give you any tips", you have clearly not read the initial post.

Yes, compromise is your own fault, that isn't under dispute, but if mistakes and lack of judgement never happened, there would never be a need for customer support.

The crux of the issue is that they were being defiant when it came to a customer in need. The simple fact of the matter, and to give you an example using a made up security question:



He responded with:



This is a ridiculous reason to not progress further with a customer request. It is pathetic and to argue otherwise makes you as dumb as the agents themselves who felt that the omission of a single capital letter was enough for them to assume they weren't speaking with the account holder. The account holder who had provided the game key, full address and first 4/last 4 digits of credit card, date of birth, and date of account creation, all correctly.

Denying any hint of service based on the above example is a reason why some companies end up hated by their consumers. You are in customer service to act as a middle man between the player and the policies, it is your duty to use common sense in every case presented to you.

I do not dispute for one second that security information should not be revealed, for if the question was asked, and I said Pineapple, I wouldn't expect them to allow it, however if the right word is given, this is enough to assume you are talking to the right person. The response he got each time, was that his ticket was invalid, and no further information could be given, no reason, no guidance, just tough luck, try again.

If you feel you want to argue they were in the right, sorry, but you are clearly wrong in the head.

its not dumb

its the same thing as typing the wrong password

as ive stated MANY times in the past

people LOVE new security features
unless it means they gotta do anything extra

which is clearly pointed out here

if you dont type it in correctly, thats not SEs fault its YOURS

i mean come on, what happens if this method is whats used to compromise the account, and when you get to SE they tell you "well they didnt get it right, but they were close so we gave them a hint"

for all they know you were the one trying to compromise the account

[Demacia]

Maybe he shouldn't allow his account to get compromised in the first place?

Wow. Looks like you know EXACTLY what you're talking about. Five star post.