Terrible Payment System

[Chocobits]

if you have billing issues there is the SE customer support line, that would be more of a proper place to "make noise" then on forums that have nothing to do with billing.

So.. be on hold for 45 minutes to talk to someone that may or may not speak English, won't address any of your concerns that aren't in their scripted responses, and won't forward your feedback to anyone because they're an underpaid phone jockey?

No, this is a much better place to voice concerns because everyone has an opportunity to see and respond to the topic. If the devs are doing their jobs, they'll be passing these concerns to their higher ups. If the higher ups are doing their jobs, they'll be working on a way to regain player trust, which was supposedly their goal when they changed up the dev roster.

[Kailea_Nagisa]

So.. be on hold for 45 minutes to talk to someone that may or may not speak English, won't address any of your concerns that aren't in their scripted responses, and won't forward your feedback to anyone because they're an underpaid phone jockey?

No, this is a much better place to voice concerns because everyone has an opportunity to see and respond to the topic. If the devs are doing their jobs, they'll be passing these concerns to their higher ups. If the higher ups are doing their jobs, they'll be working on a way to regain player trust, which was supposedly their goal when they changed up the dev roster.

if the devs are doing their jobs? their job has nothing to do with billing issues, and is why we have not seen a response for it yet.

Billing issues are directed to phone support, I can tell ya if the support lines where flooded with WTF C&B calls, someone from billing would notice.

[Chocobits]

if the devs are doing their jobs? their job has nothing to do with billing issues, and is why we have not seen a response for it yet.

Billing issues are directed to phone support, I can tell ya if the support lines where flooded with WTF C&B calls, someone from billing would notice.

I'm noticing a pretty awful trend in large companies especially lately where each section/department is completely cut off from all others, in the interest of hyper-specializing to increase efficiency or something like that. And so it's natural for people, having heard this enough to mimic it in an attempt to explain it to others. And I do appreciate that, don't get me wrong.

It's just that customer satisfaction is the duty and responsibility of everyone in the company, from the guy emptying wastebaskets in the lobby all the way up to the top brass. Everyone that is involved in the company, and especially those in positions dealing directly with the public are expected to put forth their best effort to improve customer satisfaction.

Playing the hyper-compartmentalization game doesn't really benefit anyone, and it's usually an impedance in the very area it's targeted at: improving efficiency of each department. So it's really just a way to buffer responsibility away from anyone in a position of responsibility. "Oh, can't help you there; not my department."

[Viridiana]

I'm noticing a pretty awful trend in large companies especially lately where each section/department is completely cut off from all others, in the interest of hyper-specializing to increase efficiency or something like that. And so it's natural for people, having heard this enough to mimic it in an attempt to explain it to others. And I do appreciate that, don't get me wrong.

It's just that customer satisfaction is the duty and responsibility of everyone in the company, from the guy emptying wastebaskets in the lobby all the way up to the top brass. Everyone that is involved in the company, and especially those in positions dealing directly with the public are expected to put forth their best effort to improve customer satisfaction.

Playing the hyper-compartmentalization game doesn't really benefit anyone, and it's usually an impedance in the very area it's targeted at: improving efficiency of each department. So it's really just a way to buffer responsibility away from anyone in a position of responsibility. "Oh, can't help you there; not my department."

Like how there were months and months of posts on the Bug Report forums complaining that Pierce couldn't be equipped via macro which were all met with "We'll look into it." One person finally posted them on the Localization forums and got the response, "We'll have it ready by next patch" . . .

[LillithaFenimore]

if the devs are doing their jobs? their job has nothing to do with billing issues, and is why we have not seen a response for it yet.

Billing issues are directed to phone support, I can tell ya if the support lines where flooded with WTF C&B calls, someone from billing would notice.

I have already had exp. with dealing with C&B. I was constantly getting a busy signal. That is why it took me 2 weeks to get in touch with them. I couldn't constantly call them throughout their work day, I have a child to take care of so their customer service contact is very difficult. Also, when I did get in touch with someone they were very very rude for no reason at all.

Also I have, as some other have, sent e-mails in regards to their billing. We have no received e-mails in response. However, I will try giving them a call. Doing those IMO isn't enough. I think keeping this thread alive that way it can hit the devs, and the devs can pass it on up.

As someone had mentioned, the Devs obviously know this is an issue considering there was a response from a Dev on the XI forums. However, I will agree they can't just say something as it is not their place, they have to be told they are in the okay to say something since obviously finance is not their department.

I think hitting SE from any angel possible in regards to this is productive as long as it's kept civil. So for everyone out there, please keep voicing your opinons on here, via SE's billing e-mail, and if possible making a call...maybe they will get the point...

[Kailea_Nagisa]

I have already had exp. with dealing with C&B. I was constantly getting a busy signal. That is why it took me 2 weeks to get in touch with them. I couldn't constantly call them throughout their work day, I have a child to take care of so their customer service contact is very difficult. Also, when I did get in touch with someone they were very very rude for no reason at all.

Also I have, as some other have, sent e-mails in regards to their billing. We have no received e-mails in response. However, I will try giving them a call. Doing those IMO isn't enough. I think keeping this thread alive that way it can hit the devs, and the devs can pass it on up.

As someone had mentioned, the Devs obviously know this is an issue considering there was a response from a Dev on the XI forums. However, I will agree they can't just say something as it is not their place, they have to be told they are in the okay to say something since obviously finance is not their department.

I think hitting SE from any angel possible in regards to this is productive as long as it's kept civil. So for everyone out there, please keep voicing your opinons on here, via SE's billing e-mail, and if possible making a call...maybe they will get the point...

I was talking about calling SE support not C&B

[LillithaFenimore]

I was talking about calling SE support not C&B

Yes so was I.