Poor Customer Service

[Enkrateia]

Greetings, Alukah!

While Rhal's quote is definitely helpful, I would highly recommend the actual FINAL FANTASY® XIV Forum Guidelines for better rule details, instead of vaguer descriptions of violations. Any forum account action is accompanied by an e-mail to the e-mail associated with the account that describes the violation, which is sent to inform the customer of what happened. Sometimes these e-mails may be caught in a Spam filter, so that may be worth checking.

Should you wish to inquire about a forum account action, I would recommend an in game GM call. I recommend the in game GM call, since forum moderation is handled by the GM team, and this would put you in contact with agents who are more likely to understand the actions that were issued. It allows allows a private discussion on a character verified to be on the account, which gives us the ability to discuss the account action with you. Contacting us from another account or through a means that we cannot link to the account may mean that we are not able to discuss the account action in detail, since ownership cannot be verified. Posting in the forum will not yield information, since we do not discuss the status of accounts publicly, due to our privacy policy.

Finally, in terms of absentee play reports, we do investigate those reports that we receive, and make sure to escalate any reports to the Special Task Force, especially when a GM investigation may be determined to be inconclusive.

I hope this helped answer some of your questions!

LGM Enkrateia

[ToffeeCoffee]

Greetings, Alukah!

Finally, in terms of absentee play reports, we do investigate those reports that we receive, and make sure to escalate any reports to the Special Task Force, especially when a GM investigation may be determined to be inconclusive.

I hope this helped answer some of your questions!

LGM Enkrateia

So why are the 4 spiritbond bots I reported daily for 2+ months, sometimes twice daily still standing in the exact same spot botting?
I gave more information than a person should ever have to and have been tailgating those clowns for so long it's not even in question what they are doing.

How can I ever take this any further with you?

I had a feeling this would just end up going around in circles...in game GM says they can do nothing and stop submitting tickets (or we'll discipline you for disruption of service), to complain about the lack of action from the GSU on the forums for not doing their job, then response from you says they are doing their job...effectively closing the loop on doing anything about the fact that botting is being allowed to continue for extended periods if not infinitely in ARR.

After rereading your post...you said YOU investigate and escalate to the STF...doesn't change the fact that THEY are not actioning bot reports and banning offending accounts. All this hype about new classes & upcoming patches and expansions, and a very simple basic function of an MMO which people pay a monthly subscription for is being completely left by the wayside. Whether bots and RMT are here to stay or not is irrelevant. You have a duty to your paying customers to thoroughly investigate and action reports of cheating.

[Alukah]

LGM Enkrateia

Okay I do have a question, what can I do when the ones not doing their work properly are the people under your charge? There's no direct way to contact you so there's no way to escalate this to a superior.

I had an issue with an item not working, yet being consumed, an item that I spent 500k gil on. I contacted support desk, I get the response that they can't restore it due to "item contained unique information" and the GM also seemly tried to use my one time restoration, when this was caused by a bug and this should be restored outside the one time restoration policy, I send another ticket asking what "item contained unique information" means and asking what can they do to restore my item and I got a completely unrelated response, ignoring everything I said giving me a template-type response, as an attempt to shut me up. So now what, what's the point of contacting in game GMs if they won't even answer the questions being asked and will reply with completely unrelated template-alike responses?

Ticket number is 4270721 if you want to see it in game, the last response doesn't answer for anything I wrote and I'm still at a loss here with 500k down.