Terrible Payment System

[Kailea_Nagisa]

At this point when you are losing subscribers in FFXI and are likely facing the potential for an exodus in FFXIV, I don't think you can really handle this issue with kid gloves. Especially on the business side of things. If I were working in Square Enix, I would tell them to drop ClickandBuy like a wet, soiled pair of diapers and find an acceptable alternative within two months, and I would mandate that Paypal be used as a direct payment option.

It's not that hard to set up a Square Enix direct payment account on PayPal.

I said if I was working in PR, PR could not make any of those decisions for the company, nor can you make those decisions at the drop of a hat.

[Catapult]

People are way to demanding on things that can not be handled carelessly.

SE says "we are looking into it" and sometimes that is all they can tell you, what if this goes legal? Then they really cant tell you squat. I know that if I was head of PR, I would not say crap unless I knew 100% what I was about to say was going to be true/accurate.

This... is true. However I come from a culture where we value a company representative that sympathies with your situation. My culture also is admittedly lazy and likes to see the magic "fix" button pushed with minimal effort on the consumer's part. When this is not an option, we like to see an at least basic reasoning as to why the magic fix button can't be pushed, one that gives us a slight insight into the internal issues causing the problem.

Because a recognized problem where the person responsible is evidently looking for ways through and around it is far easier to appreciate than one that appears to be ignored or sidelined as unimportant through a lack of acknowledgement of the issue - THAT is what pisses off the Australian consumer ((that, and sucking up to them by telling them how awesome they are without actually addressing their concern - the fallout from those sorts of situations can be extreme and has been known to floor a company's reputation indefinitely)).

[SilvertearRen]

This... is true. However I come from a culture where we value a company representative that sympathies with your situation. My culture also is admittedly lazy and likes to see the magic "fix" button pushed with minimal effort on the consumer's part. When this is not an option, we like to see an at least basic reasoning as to why the magic fix button can't be pushed, one that gives us a slight insight into the internal issues causing the problem.

Because a recognized problem where the person responsible is evidently looking for ways through and around it is far easier to appreciate than one that appears to be ignored or sidelined as unimportant through a lack of acknowledgement of the issue - THAT is what pisses off the Australian consumer ((that, and sucking up to them by telling them how awesome they are without actually addressing their concern - the fallout from those sorts of situations can be extreme and has been known to floor a company's reputation indefinitely)).

Aussies are brutal.

I give mad props to any company representative that can stare down a bear and not get mauled.

</SaxtonHale>

[Catapult]

Better to lodge a complaint with the Financial Services Authority and let THEM do the suing.

This is not the US, where it is up to the consumer to sue for action to be taken. There is a financial ombudsman that exists for the primary purpose of being a middleman during major complaint issues, a middleman who can legally impose penalties through legislation if the relevant company does not act to resolve the issue. 99% of issues then get resolved without even needing to touch the courts.

(PS: Aussies may be brutal, but we are also hellishly loyal. Gain our loyalties and you've got a customer for life, regardless of the costs. Piss us off and you've lost us for life.)

[SilvertearRen]

Better to lodge a complaint with the Financial Services Authority and let THEM do the suing.

This is not the US, where it is up to the consumer to sue for action to be taken. There is a financial ombudsman that exists for the primary purpose of being a middleman during major complaint issues.

(PS: Aussies may be brutal, but we are also hellishly loyal. Gain our loyalties and you've got a customer for life, regardless of the costs. Piss us off and you've lost us for life.)

I tried looking up the ombudsman information and found no direct contact information.

[Catapult]

I tried looking up the ombudsman information and found no direct contact information.

http://www.financial-ombudsman.org.u...act/index.html
http://www.fsa.gov.uk/Pages/consumer...ct/index.shtml

[Chocobits]

An interesting read that was. I think it's already been pointed out btw, but here it is again:

FSA Register - Click and Buy No Longer Registered

They are, however authorized with an E-Money account. Which does not afford you protection under the FSCS:

The Financial Services Compensation Scheme is the compensation fund of last resort for customers of authorised financial services firms. If a firm becomes insolvent or ceases trading we may be able to pay compensation to its customers.

E-Money Services are not covered by the Financial Services Compensation Scheme

[SilvertearRen]

An interesting read that was. I think it's already been pointed out btw, but here it is again:

FSA Register - Click and Buy No Longer Registered

They are, however authorized with an E-Money account. Which does not afford you protection under the FSCS:

Oh wow, then this should be a good reason for Square Enix to immediately drop ClickandBuy...it really shows just how small-time CnB is, and ultimately how toxic it really is.

What are you waiting for, Bayohne? Pass this on to the Square Enix brass - it's important that you guys disentangle yourselves from ClickandBuy as soon as possible.

If there's no compensation for customer complaints or losses, then there's no protection for any losses Square Enix incurs from the current operations of ClickandBuy.

Meaning, what's stopping ClickandBuy from charging money on all of the credit cards they have accumulated up to now, taking all that money, shutting down, and skipping town?

So, there's a very scary thought. The entire foreign market for FFXI and FFXIV (theoretical) both easily outweigh the revenues Square Enix generates from their Japanese market. If all of that money were to suddenly evaporate because of CnB's mismanagement, well...Square wouldn't be able to get that money back because of international laws, and the fact that CnB isn't under any protections to ensure that the money would be reimbursed.

On top of that, the fact that they are only authorized with an e-money account with the FSA is indicative that they have VERY weak government/financial oversight, which makes the above scenario all the more likely.

[Inaaca]

Gah, this is sounding more serious the more I hear about it, and I was uncomfortable with it to begin with. Something really needs to be done to ensure the safety and security of SE's customers.

[Rynithon]

I don't think any of us want click and buy, really wish they would change it to trusted US based company or do it like they did directly with Playonline.