This is how the support costumer treat a client!

[metalhulk]

Guys i got a rollback on my account because i was hacked on 01/08/2014 and lost all my gil. The Recovery team took 23 days to fix my issue! Mean time I kept playing because im a hardcore player and paying for the game. I even could not find any warning saying that i need to stay offline or not play while they are doing the investigation. Do you think it's acceptable even if it's in the rules to get a 23 rollback days? It's razoable a 23 days rollback? On the state that this game is? Repetitive content (coil, ex primals, ct etc), broken economy i can't afford inself energy to farm all again.

Ok i am not complaing about a rollback, could be like 2 or 3 days. But 23??????

This is the chat i had with an Customer support agent! See how he cares to trying to help me!
i will copy above the chat with the agent! It's amazing how agent's can't do nothing... i mean nothing at all i don't see an even " i will try to see what i can do".

[metalhulk]

Agent Daniel W: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hello Agent Daniel! I had time to organize my thoughts and write what i want to say so i will copy paste to you ok?

Agent Daniel W: While I look over your ticket information, may I have your first name please?
You: Vitor

Agent Daniel W: How may I assist you today Vitor?
You: The Data Recovery Team gave back my money on my main character (Metal Hulk) that was hacked about 23 days ago. All the information can be accessed on this ticket number: t3396438:8224

[continue below]

[metalhulk]

You: So i got a 23 days rolled back, all the previous gears i could get within theses days now is gone. I am a hardocre player! And i ask why? Why would the recovery team give me a 23 days roll back on my character if the only thing that was hacked was my gil. What should i have done from the day i made the Recovery Form until today? Because it took 23 days to fix everything. That's too long for a good service! Should i stayed these 23 days without playing? Waiting for this this rollback? Of course not!!! it's not right what was done to me! It's completely crazy to give a player a 23 days rollback. Asked a lot ot friends if they ever seen a company give a 23 days rollback for fixing something. 23 days ago i didn't had an ETA for the time on the investigation conclusion, the agents that i talked didn't knew how long it would need for fixing my account and i repeat it took more then 3 weeks.

[Ed_N_Ants]

They rolled back your account when your account was hacked... Thats what they do thats the policy what do you expect customer service to do?

You can edit your post and put it all in one statement as well, so you don't need to create multiple posts...

all compiled for easy reading

Agent Daniel W: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hello Agent Daniel! I had time to organize my thoughts and write what i want to say so i will copy paste to you ok?

Agent Daniel W: While I look over your ticket information, may I have your first name please?
You: Vitor

Agent Daniel W: How may I assist you today Vitor?
You: The Data Recovery Team gave back my money on my main character (Metal Hulk) that was hacked about 23 days ago. All the information can be accessed on this ticket number: t3396438:8224
You: So i got a 23 days rolled back, all the previous gears i could get within theses days now is gone. I am a hardocre player! And i ask why? Why would the recovery team give me a 23 days roll back on my character if the only thing that was hacked was my gil. What should i have done from the day i made the Recovery Form until today? Because it took 23 days to fix everything. That's too long for a good service! Should i stayed these 23 days without playing? Waiting for this this rollback? Of course not!!! it's not right what was done to me! It's completely crazy to give a player a 23 days rollback. Asked a lot ot friends if they ever seen a company give a 23 days rollback for fixing something. 23 days ago i didn't had an ETA for the time on the investigation conclusion, the agents that i talked didn't knew how long it would need for fixing my account and i repeat it took more then 3 weeks.[...] I am paying for this game, so i gotta play it. I farmed gear, made a good progression for this happen? Hell no! I choosed to not stay away from the game because they're were investigating and there was no warning that i should stay offline or something.
You: What i want is simple. Let me give u an exemple. Im with that feeling when you take your car to a repair shop and the company made a crap service and you bring again for they fix it and you don't want to wait on the end of line, just like more 23 days for getting things right.Agent Daniel W: I am sorry about all this. However we can not change anything ingame. I would recommend that you direct your concerns to an ingame support agent.
You: Already talked with! They told me to come in here!
Agent Daniel W: I am sorry but there is no way for us to assist you with this issue.
You: I don't want to go there and there and there! Im really angry my friend! Im sorry but i don't have any fault on this You: And who can?
You: Who should i talk?
Agent Daniel W: A Game Master.
You: But the game master told me to come to the support!
You: How can that be possible?
You: let me log in and copy what they wrote to me
You: one second please
You: Hello and Thank you for ur GM Call . We understand that u are inquiring about a reversal for your game data recovery and apalogize for any progress loss for you character. Unfortunlately, the matter you have reported cannot be addressed through an in-game GM call. For assistenca, please contarct our supporte center bla bla bla You: Look Agent Daniel I prefeer quitting this game if nothing can be done. Im a legacy player, do u know? i mean i have this account since 2011 i supported this game back that in the time when nobody liked to play!

You: This is so frustating. Some1 invaded my account i got hacked, i kept playing and now this
Agent Daniel W: Ok. Well I am sorry for the frustration. Unfortunately, this was a possible outcome according to the terms of the request.You: i don't want to arguee anymore i mean i need a couple solutions in what can be done;
Agent Daniel W: You could request another Game Data Recovery but again there may be undesired results.
You: Can't you talk with any supervisor about my case? To see what is possible to do. im seeing you are just lost as me
You: sorry i just want to see something good for keep playing like this i just can't
Agent Daniel W: You do not enjoy playing the game anymore?
You: The game at this moment is very repetitive, no new content every day/week doing the same thing. I was playing to get Top gear. But with this happening to me i lost a lot of gear. I don't have the time i had 3 weeks ago to farm all again You: pvp is not good. i mean ll things over and over again
You: Coil , Ex primals , Cristal Tower = end.
You: Market is broken, friends stopped. But i still kept playing because i like the pve content
Agent Daniel W: I am sorry that you do not like the results of the Game Data Recovery. We would like you to continue playing. Unfortunately there is nothing more that we can do to assist you with this issue.Agent Daniel W: Are there any different issues I can assist you with right now?
You: Are u really sure there's nothing that can be done about it? You won't need to talk with anybody else because it's true nothing can be done
Agent Daniel W: I apologize but there is nothing else that we can do.
You: Ok bad to see square losing another good costumer like me
You: anyways thanks Agent Daniel W: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
You have disconnected.

[Duuude007]

Why did you take 23 days to reach out to an agent, again?

Please try not to project everything.

[metalhulk]

They rolled back your account when your account was hacked... Thats what they do thats the policy what do you expect customer service to do?

You can edit your post and put it all in one statement as well, so you don't need to create multiple posts...

1. I treyd 100 ways but it says i have to much character.
2. I am not saying a rollback is not right. What i am saying is that a 23 days rollback is not acceptable and not rasoable. I agree with the rule ok 1 day or 3-4 days rollback is enough but things in final fantasy system is so hard to do that even the support don't know what to do when he told me to talk with a online gm!

[Ed_N_Ants]

Your not going to be able to do anything... Put in a ticket get a premade response pasted in an email and that's about as far as that's gonna go...

[metalhulk]

Why did you take 23 days to reach out to an agent, again?

Please try not to project everything.

No no u got it wrong! I did the Recovey data form sent to the support! 1 day after my account was hacked i talked with an agent and made everything they told me about the Recovery data procedure i described everything in the form, sent a pic of my passport and everytghing!

They took 23 days to investigate and conclud understand? And they gave me a 23 days rollback

[Macka]

If your character was hacked 23 days ago and you wanted a rollback what you expect was going to happen? This happened to me in FFXI I asked for a rollback I knew exactly what I was asking for. Nothing they can now they rolled your data back and all progress is lost.

[metalhulk]

Your not going to be able to do anything... Put in a ticket get a premade response pasted in an email and that's about as far as that's gonna go...

Im not gonna do anything more i tryed all i can. Im tired of this! How can they treat me like this? Again im not against about a rollback but 23 days? omg! I cant belive u think it's easy to accpet like that. What about all this days? Should i had be offline? OFC not! Im paying to play but they took so long for this that killed me.