Holy Bad Customer Support!

[Bonah]

To make my problem short, I had two square enix IDs, one with nothing on it and one with my PC ARR character/game. Bought the PS4 version today, accidentally linked my sony account to the wrong Square enix ID, which is for some reason permanent. Waited 3 hours in a chat queue to be told by someone named "Daynelle J" (unlikely) that I needed to fill out a form and contact them back. She linked me to the form, I asked if she could wait one moment while I completed it (took me 30 seconds after), she said "no" and disconnected 30 seconds later. Didn't even give me time to answer whether or not there was anything else she could help with. Three hours in a chat queue just to have the displeasure of speaking with that person. So I decide to try phone support, end up in the waiting queue for 70 minutes, then my phone dies (because I was just waiting that long). I've honestly never experienced such poor customer service in my life, and I've had to deal with paypal before (they're bad). I suppose it was my mistake for not linking the correct account, but I now have a game I can't play till tomorrow, and that's if I'm lucky enough to get through the 3 hour chat queue to someone who doesn't disconnect me before even helping me.

I mean it took customer support 3 hours to go through 65 people in the queue, do they only have one person doing customer support chat at a time? I've seen many other, smaller MMO makers go through almost a thousand in an hour. All I wanted to do was play what I paid for...again.

[Lithera]

They're likely just overloaded with new PS4 people and registration issues. I've had to use support a couple of times in the last couple of months and I've not even been queued in chat support. Queue of 1. If they're barely getting any support tickets they're not going to carry extra staff to sit on their asses doing nothing. Should they have hired temps in preparation? Sure. And they very well might have. As for the disconnect, the form had to be emailed yes? It likely goes through someone other than the direct support rep you were speaking to. She certainly was rude about disconnecting it sounds like, but there wasn't any reason for her to wait and she needed to keep moving through her queue or more people like you would be made to wait...

[boomsterloy2]

I talked to same person, and she was very rude. She asked what the problem was, and while I responded, (maybe a full minute and a half) she asked if I was still there after 30 secs, and a few seconds later she said hello?. I understand that they are busy, but how unprofessional can you be? We wait for hours and they can't wait 1 min for a response. (I'm a very wordy person, granted, but that doesn't excuse that lack of patience on her end.

[Hanzar]

Welcome to the Support Line with so called SLA!

Service Agreement. They have quotes to fill like how long a chat si suppose to take or not. If ti takes longer they will get yelled yet. That is sadly how it is in Tech Support.

[Lurkios]

SE is notorious for their support. It's always been bad, it's only gotten worse.

OP, I wish you the best of luck, but chances are they will not help you. They always have a reason why they can't do something or another, or they just ignore you completely. You may want to save yourself a lot of time and effort and just repurchase a copy for the correct account.

[Bonah]

I mean I'm no stranger to terribly long queues for support at launch of anything, but this "Daynelle J" person is horrible. You aren't going to get through the chat queue if you hang up on people before their problems are solved. And even if I were to purchase another copy, it's a digital version tied to my Sony account; I'd have to make a completely new Sony PSN ID. I'll get what I want eventually, even if I have to sit through 10 more hours of queues...

On a bright note, after starting up the chat today (which is a pain to get to might I add), I only started at 11 in the queue! Hopefully it's not Daynelle J again. What irritates me more is that there isn't even a "how did they do" survey at the end, like most live chats have. I actual fill those out, especially when a customer support rep is as bad as she is.

EDIT: Got a guy named "alfred p", asked me for the accounts and their details, unlinked my SE ID in about 5 minutes. Didn't ask me for the form I filled out, didn't try and make me fill out another one. Glad SE at least has one competent support rep.