Unacceptable and contradictory customer support!!!

[flavored]

You know it's a shame that because something isn't fixed when you want it to be it's considered bad customer service. They can't always just snap their fingers and make it happen or wave a magic wand saying bippidy boppidy boo and it's fixed automatically. Trust me on this, I've worked customer support, phone support even for 6 years..

They kinda need to, because you're paying them money. It's not like you're asking them to do it for free, you paid for the service.

[Mahri]

They need to help not just because of our subscription and the expectation that brings, but because support is needed in order to step in when an honest mistake leads to something that impacts us this badly. It comes with the MMO territory. If the GMs don't have the tools to fix it, that sucks -- so, escalate it.

I do CS for another MMO. We used to be able to step in to correct guild leadership issues in certain cases, until we started getting backlash. We made the decision to stop intervening in guild affairs, but ONLY AFTER putting in a tool letting sufficiently-ranked members replace an inactive leader, and ensuring that the guild interface in-game had checks and balances, such as warning prompts and the need for players to be online for certain promotions.

Square-Enix has yet to add anything like that. While we are asking them to take a risk, or make an exception, to get involved here, they need to acknowledge the problem and do absolutely everything they can to help us.

[Rannie]

They kinda need to, because you're paying them money. It's not like you're asking them to do it for free, you paid for the service.

again you paid for a coffee maker doesn't mean that yours is anymore important than the others that are calling in or having worse issues than yours. I never said they didn't need to help them I'm saying it's a shame that people think it's bad customer service because they want their own stuff fixed and damn anyone else... Try working in customer service and you'd understand.

[flavored]

again you paid for a coffee maker doesn't mean that yours is anymore important than the others that are calling in or having worse issues than yours.

I worked as a head of tech support and I've learned the hard way that if you cannot efficiently solve a client's problem with your product it's going to turn into a refund later on. In the field of MMO and games in general it's a way harder to get your money back and companies actively exploit it, saving money left and right, offering sub par customer experience. Please don't try to justify crappy service following the "we got your money we don't care anymore" attitude. A huge company like SE _can_ make awesome customer service happen, but they don't care coz you're already paid them. Why support you then?