Worst Support Ever... i quit

[BelloFlow]

First, you guys take forever to respond. When you do respond you dont read carefully and make me submit more forms to get support and wait even more time. The security key keeps reseting and making me fill it out over and over. I cant take it it anymore. You can keep your game. I may be only one person to you but i am sure i can get better service and support else where. Worst thing of all you guys still havent even solved anything and its been over a month.

[Nathan061111]

lol this is funny.

[Marishi-Ten]

lol this is funny.

Customer mistreats and general lack of respect for other human beings is funny? A frustrated end user venting to a company about their sub standard practices and hideous resolution times is hilarious to you? I don't see any humor in that.

Square being a service based company, they should realize that their main backbone is their CS team. It's the face of the company to the masses. If customer mistreats (gross misconduct that would get you walked out ANYWHERE ELSE) is what they want to portray, that speaks volumes to how they run their business.

It doesn't matter that Square is a company. Someone asked someone else for support and resolution where he either got a copy/paste answer or was ignored. People should at least act like human beings and show general respect to one another. At least give him an answer or reply to let him know that they're working on it and they haven't forgotten about the issue. You know, respect?

The last people who should think it's "funny" handling end users like this would be their CCM, Their GM lead, and their director of CS.

[BelloFlow]

Customer mistreats and general lack of respect for other human beings is funny? A frustrated end user venting to a company about their sub standard practices and hideous resolution times is hilarious to you? I don't see any humor in that.

Square being a service based company, they should realize that their main backbone is their CS team. It's the face of the company to the masses. If customer mistreats (gross misconduct that would get you walked out ANYWHERE ELSE) is what they want to portray, that speaks volumes to how they run their business.

It doesn't matter that Square is a company. Someone asked someone else for support and resolution where he either got a copy/paste answer or was ignored. People should at least act like human beings and show general respect to one another. At least give him an answer or reply to let him know that they're working on it and they haven't forgotten about the issue. You know, respect?

The last people who should think it's "funny" handling end users like this would be their CCM, Their GM lead, and their director of CS.

Thank you Marishi. You have no idea the frustration I have been going thru with this company's support. I do get constant copy/paste answers and no updates. I have done everything they asked and given them every detail possible to get my issue resolved which is preventing me from even progressing in the game after I spend for a 90+ day subscription. Don't get me wrong on that the game is good but come on, how can I play when I the issue can't even get resolved and I am not about to start all over again after I have gotten so far especially since I am from 1.0 and I stuck with them thru that ordeal.

[Raist]

A frustrated end user venting to a company about their sub standard practices and hideous resolution times

If only he/she was venting to SE...

By posting here, you are just venting to the other players. This is NOT a support portal to SE. It is user to user support. Read the guidelines:
(quoting loosely via copy/paste, with some markups for emphasis)

http://forum.square-enix.com/ffxiv/t...-Support-Forum!

Welcome to "Technical Support" Forum!

The purpose of this forum is to provide a place for FINAL FANTASY XIV: A Realm Reborn players to discuss technical issues with each other and to find a quick resolution to issues they are experiencing. There may be instances where Square Enix will provide information and introduce knowledge base articles.

Please carefully read and adhere to the following rules and FINAL FANTASY XIV: A Realm Reborn player Forum Guidelines (NA & EU) before posting.

Rules on Technical Support:
This forum is for discussion on technical issues. Other themes such as game discussion should be done in the appropriate forums.
Please submit bug reports by posting in the Bug Reports.
Only new threads related to your own issues may be created.
Since direct support will be required for the following types of issue, please contact us through the Square Enix Support Center (NA & EU).

Issues regarding faulty products which require direct support or product exchange. (Example: Registration code is invalid, damaged disc, etc.)
Issues regarding the registration information of Square Enix Account that requires individual investigation and restoration. (Example: Compromised account)

Categories
Technical Support
This is a place for FINAL FANTASY XIV: A Realm Reborn player to discuss technical issues with each other and find a quick resolution to issues they are experiencing. There may be instances where Square Enix will provide information and introduce knowledgebase articles.

Being Addressed/Currently Reviewing
If the support team responds to or requests extra information for a reported issue, it will be moved to Being Addressed/Currently Reviewing. The report will be moved to Resolved Issues if it is not replied to over an extended period.

Resolved Issues
If a reported issue has been resolved by the person who reported it, another player, or by the support team, it will be moved to Resolved Issues.

Separate Support Required
If a reported issue cannot be resolved through the forums due to the nature of the issue (Example: account information needs to be reviewed), it will be moved to Separate Support Required. The appropriate contact information to receive support will be provided.

[Raist]

Thank you Marishi. You have no idea the frustration I have been going thru with this company's support. I do get constant copy/paste answers and no updates. I have done everything they asked and given them every detail possible to get my issue resolved which is preventing me from even progressing in the game after I spend for a 90+ day subscription. Don't get me wrong on that the game is good but come on, how can I play when I the issue can't even get resolved and I am not about to start all over again after I have gotten so far especially since I am from 1.0 and I stuck with them thru that ordeal.

Just out of curiosity, how have you been communicating with them? Strictly via email, or have you used chat? If it's just been email, you may be running up against delays between the EN/JP teams or something.

When you say the key keeps resetting, which key are you using? The phone app, or a physical key? What browser are you using when setting it up, and what type of security is at play (no script in firefox, third party security, etc.).

Perhaps another user here has been successful with a similar environment and can lend some advice on how they got theirs to work?

[mindful]

Well with not knowing more information here is a something similar that happen on kotor beta security key and a possible fix. Is it a cellphone app. http://www.reddit.com/r/swtor/commen...key_and_ios_7/ . Need reset the cellphone back to factory setting and re download the key.

[Misaki]

Looks like it's english support only :S

Few days ago I changed firmware on my android and forgot to get the token reset password before... contacted german support chat and problem solved in 2 minutes ^^
They asked a few questions to verify that i'm the account owner and removed the token then. No copy paste or "Please come back later"... overall good support!

[Marishi-Ten]

The best route (this goes for ANY company that has CS support), you will always get issues resolved exponentially faster by calling. Email support is filled with canned responses and there isn't a sense of urgency on the CS end (they can take their time to email you, or your case gets lost in their main support case list, or they dupe your case you sent in to an existing one already owned by a CS rep, etc).

If you're on the phone, it prompts CS to get in gear because:

A.) You're on the phone and you aren't going away (they can't hang up) until they fix the issue. Gives them drive to fix the issue so you don't call back and they can move on to the next support ticket.
B.) The sense of urgency is there as it's no longer just words typed out, but human interaction. People in general sympathize more when they can hear tone and pitch in voices.

Try to call them. The wait times are unreal, but if you get someone on the line, odds are in your favor of the issue being resolved as you're on the line.

[BelloFlow]

Just out of curiosity, how have you been communicating with them? Strictly via email, or have you used chat? If it's just been email, you may be running up against delays between the EN/JP teams or something.

When you say the key keeps resetting, which key are you using? The phone app, or a physical key? What browser are you using when setting it up, and what type of security is at play (no script in firefox, third party security, etc.).

Perhaps another user here has been successful with a similar environment and can lend some advice on how they got theirs to work?

I have been communicating via email, chat, ingame chat, phone, email again... back and forth... and all i get is copy/paste crap.