Why does SE have the worst customer support ever?

[Hito-Shura]

Well seems to me that as soon as you got a little snarky telling her you already waited 5 hours to talk to her she just said screw it I'm not helping this guy. Probably had to deal with a ton of stuff all day and she didn't feel like dealing with it. Not saying it's right since that's her job but that's the way i read it... or maybe I'm completely wrong who knows.

Being snarky was not my intention. I wanted to put weight on my request as I felt I was losing her but it was ignored like all the other messages I sent her you show that I was concerned for her well being. Snarky or not though, her reply was truly unprofessional. I could have been much worst than that and I am sure she endured much more aswell during this troublesome day of extra work.

So... some people that didn't get the product yet due to shipping got keys? I didn't hear anything about this =/
I bought digital to not worry about any of the shipping crap

Read the other threads concerning the late shipments. Many complained and many had their prayers answered. As for the physical game... I really wanted the extra goodies to support the game hence why I chose that instead of going for the secure digital purchase.

[Rannie]

Honestly as a Cs rep my self that was pretty shitty of them for that service. Then again it also makes me wonder if it is due to the weekend. I know that sometimes when the company it self and the business itself is closed some things are harder to do. I had to wait until a Monday one time when I got a bs copy pasta script from a gm in the game after I had contacted them about a missing title from 1.0. Called support on Monday once the weekend was passed due to it the guy helped me out gave me a new ticket number and then within that day or the next got the titled restored. Call and complain let them know and they will do what they can to help.

I know it can be frustrating to have to wait to be able to do and get something you paid for but with a little bit of patience and sometimes some good complaining will help out.

[Ulathskullsplitter]

Being snarky was not my intention. I wanted to put weight on my request as I felt I was losing her but it was ignored like all the other messages I sent her you show that I was concerned for her well being. Snarky or not though, her reply was truly unprofessional. I could have been much worst than that and I am sure she endured much more aswell during this troublesome day of extra work.

Ya what you said wasn't bad but I was reading from her perspective. Like you said she probably dealt with alot worse today. I read it like a backhanded compliment like "you look great in that dress it doesn't make you look nearly as fat". She saw it, rolled her eyes and said to herself here we go again. Though I'm probably just projecting too much of myself onto it since id be a terrible customer service rep. Just forget i put my 2 cents in.

If i was in your position I'd be ticked off too and would have been alot ruder about it.

[radic202]

Well that is the first I have heard of some getting "temp keys" in order to continue playing that game. I called, spoke via chat and also email and got the same response as the OP. I was able to log in my PS4 and play but no Heavensward content was available and my level 50+ toons could not get XP. I logged into my Win PC version which has the expansion (I had to purchase it yesterday in order to keep playing) and was able to access all content. Still very crappy of SE, they should have anticipated or dealt with this potential fiasco sooner and way better. I simply feel let down by Square Enix and my "adoration" of this game has come down a notch to say the least!