Do the Game Masters actually take note to help the players?

[WeGame]

Earlier,
I submitted a ticket in game to have my items restored after a random internet issue knocked me offline briefly, when I logged back in I was angered that I lost my quality process on my rose gold ore > gold cog as a GSM which I sat at 80% HQ with 2 attempts to close out the crafting; but more importantly, I noticed I didn't have the crafting materials to continue where I left off. So I checked my inventory only to find that I didn't even have my gold cogs at all because previously i managed to make 1 HQ gold cog before i was disconnected, and it didn't show up at all. So now i'm missing a gold cog and I placed a ticket to see if a GM would help me. Instead I received a "oh your sh** out of luck response" from the GM team and a round about answer that wouldn't get me to solve my issue.

I've listed my ticket inquiry underneath:

"Disconnected Randomly, lost high quality cog, and during the process of making another I lost both my rose gold ore high qualities!

I spend alot of money just making one id like them back I was at 80% on the 2nd one before I disconnected"

Response GM:

"We understand how upsetting it can be no longer have an item you had previously, and apologize for any inconvenience this may have caused for you. Unfortunately, we are unable to address your request as it falls outside the scope of our services. For a list of issues that GMs are able to assist with, please visit our support site at http://support.na.square-enix.com, choose FINAL FANTASY XIV and review the Frequently Asked Questions (FAQ). You then can click on In Game and then select Gamer Master Services to review commonly asked questions. You may also use the search feature to find possible resolutions to your request.

We are constantly striving to improve the game and our services to our customers, and are open to any feedback you may have. to submit feedback, please visit the forums at http://forum.square-enix.com/ffxiv and make a post with any suggestions you may have for our teams. Although individual responses are not sent, please rest assured that all comments are submitted to the appripriate parties so that they can be read and considered for future updates.

We appreciate you contacting us and should you have any further concerns, please do not hesitate to contact us again and we will be glad to assist you."

Heres the thing, I hear far to much about how westerners don't receive the ears of the game. experiencing this on more then one accusation I'm incline to agree. Not because I know what is happening on the other side of the spectrum but only because of the performance I've seen already.

This isn't my first time being run through by a round about answer and not actually having my issue resolved since release of the game. So my question is : what does the gms do?

Using the links they gave me I submitted poor performance, I'm tired of not actually being helped, below is a closed thread of someone previously who had similar issues.

Enough is enough, I want my stuff back start fixing this.
look at the date on this post. You mean to tell me you couldn't fix the problem within 3 years?

ejiboo
Player
ejiboo's Avatar Join Date
Dec 2011
Posts
167
Character
Eji Boo
World
Hyperion
Main Class
Marauder Lv 50
GMs, player support and lost items!
i have had numerous, if not almost all of my valuable items lost. i have contacted both GM's in-game and live support. live support tells me that the GM's are they only ones that can help me and that i need to contact them.

i waited 4 hours for a GM response which wasn't even in the form of a tell and instead, an easily overlooked flashing icon on the top right of my screen that brings me to a message telling me to submit a bug report on support.na.squareenix.com which in itself is quite cryptic for there is no indication of an area to submit bugs.

i responded to the gm via the message system and received another message telling me that GM's do not handle these in-game issues and for a list of issues to see a different site, which i did, and it confirms that they assist with account recovery, of which sounds a lot like something that relates to the help i need.

this is a multi-faceted problem; not only were valuable items lost but also items that i am unable to obtain, seemingly, EVER again.

mallet of the luminary
gambler's crown

i can bring myself to accept that i lost 7/7 ifrit and 5/7 moogle weapons along with a lot of melded gear that i was storing because the lodestone advised me to because i have the opportunity to reacquire that gear but the achievement items are seemingly lost forever.

i have the achievement, why can i not receive the reward?

i would also like to receive proper help regarding these issues which have all seemed to stem from an earlier issue/bug/malfunction with my retainer that was never addressed and seemed to point me in the same downward spiraling, terrible experience.

SE has the opportunity to redefine support, community and GMs with XIV and it is already off to a terrible start. Yoshi you can change this!
(0)
03-09-2012 05:12 AM #2
DarkSchnyder
Player

Join Date
Jun 2011
Location
Ul'dah
Posts
6
Damn, that's rough. I hope I never actually require their assistance.
(0)
03-09-2012 10:22 AM #3
SE_James
Support Rep
SE_James's Avatar Join Date
Apr 2011
Posts
92
Ejiboo,

We do apologize for the loss of items, and the confusion you have run across in trying to rectify your problem. At this point in time, we do not offer any sort of item recovery services for FINAL FANTASY XIV. So neither the SQUARE ENIX Support Center or the in-game Game Masters will be able to help you recover the items that are loss.

However, there are still steps that can be taken if you feel that this loss was due to unauthorized access by a third party. Those steps require that you contact the SQUARE ENIX Support Center for further assistance.

The SQUARE ENIX Support Center for North American accounts can be found at this link:
SQUARE ENIX Support Center

The SQUARE ENIX Support Centre for European accounts can be found at this link:
SQUARE ENIX Support Centre

The SQUARE ENIX Support Center for Japanese accounts can be found at this link:
SQUARE ENIX Support Center

As this is not a technical issue, but an account-related issue, this thread has been closed.

[Raist]

That is their policy...probably largely in part because of the policy on character recovery. You really want to reserve the character recovery process for something really important like full on hacking or character corruption preventing you from playing. Don't really want to waste your saving roll on crafting materials that can be farmed/crafted/purchased again in game...

[Atoli]

The person you quoted had an entirely different problem. If that person got mad, it was justified, because it was appearently SE's fault that he lost his stuff (assuming he didn't actually release his retainer himself and it actually was a bug) and yet they didn't want to help.
Your internet connection hick-ups are not SE's responsibility, it's just a natural risk playing online so deal with it. I don't ask SE to give me the title for clearing certain content just because I disconnected at 1% and was outside by the time I could log back in either...

I contacted the GMs in this game on numerous occasions, never had to wait more than 20 min for a reply (usually, it's even less then 10) and I always recieved help with my problems, but maybe that's because I don't make unreasonable demands unlike some other people.

[WeGame]

The person you quoted had an entirely different problem. If that person got mad, it was justified, because it was appearently SE's fault that he lost his stuff (assuming he didn't actually release his retainer himself and it actually was a bug) and yet they didn't want to help.
Your internet connection hick-ups are not SE's responsibility, it's just a natural risk playing online so deal with it. I don't ask SE to give me the title for clearing certain content just because I disconnected at 1% and was outside by the time I could log back in either...

I contacted the GMs in this game on numerous occasions, never had to wait more than 20 min for a reply (usually, it's even less then 10) and I always recieved help with my problems, but maybe that's because I don't make unreasonable demands unlike some other people.

You sound childish, like your picking a fight. Also your missing the point. the point being that connection loss is no ones responsibility and a recovery system needs to be in place for players otherwise if I lost connection and lost a artifact weapon or something thats a huge problem. All that time and effort would make me never want to quest like that again if it all can just be erased with a simple connection lost issue that everyone deals with. in this case they present themselves as if they cannot do anything to fix the situation or recreate the item simply because its against their policy, but there isn't anything categorizing incidents for lost items, infact they haven't made a conscious effort to help players who lose something important and even though the incident is different the resolution for the incident is the same. check the history for the item make sure he indeed had that in his inventory and make sure that he doesn't have it now and just recreate it. its that simple. account item recovery.

In this case, you want to blame the responsibility onto me because I got disconnected from the server temporarily. That's wrong, almost everyone disconnects and my internet is superb enough to even stream and raid at the same time while uploading a youtube video all at the same time. The fact that "disconnection" could potentially make you lose a item is a problem in its own and SE should have a recovery option. Thats the same as xbox selling a console that has the red ring of death issue even xbox had to reconcile with the players.

So dealing with it is your answer? Your not helping the cause that's more of someone who is a problem to the cause, and also the reason why support is the way it is now. I'd appreciate it if you'd take your advice and find somewhere else to post your troll behavior or simply deal with it. Besides i'm asking for the items I acquired and earned. I'm not asking for hand outs.

[WeGame]

That is their policy...probably largely in part because of the policy on character recovery. You really want to reserve the character recovery process for something really important like full on hacking or character corruption preventing you from playing. Don't really want to waste your saving roll on crafting materials that can be farmed/crafted/purchased again in game...

That sounds like something spider man would say, "You only get one" and that's it... Thats just poor practice XD the policy needs to be revised.

[Raist]

That sounds like something spider man would say, "You only get one" and that's it... Thats just poor practice XD the policy needs to be revised.

That's how it has been with them for well over a decade. Even when they finally did amend it for XI, it was still conditional--you had to be using a token, not used account recovery prior to some time in 2008...and even then you were restricted to once per year.

Apparently it is quite an ordeal for them to sift through mounds and mounds of database logs to confirm the data. The process will take at least 1 week. Pinpointed data recovery can be a bit tricky sometimes...especially when you are trying to retrieve just a snippet of data and replace it in a massive database that is undergoing massive updates continually every second. It likely isn't just one database either...it is possible it is multiple databases all linked to a globally unique identifier for your account/character, so it may be a bit more complicated than just writing a simple query/update statement to change the value of just one or two fields in a single database.

They put restrictions in place for a reason...would hazard a guess it is in large part a CYA tactic to protect the integrity of the data as well as not overburdening the staff with a lot of frivolous requests. In your case...the item you were requesting recovery on paled in comparison to a much more inaccessible item by comparison. They have a specific list of things they are allowed to restore. Pretty much any item that has a fairly simple mechanic for recovery in the game (like items resold at the salvager, can be placed on the market board, common drops from content, or readily crafted from similar items) are likely not on that list.

As for the stability issues with your "Internet"...you can't guage the stability of our sessions to SE's servers in Montreal/Europe and Japan (note that even the non-JP regions still connect to Japan periodically as well), as well as your connection to PSN if on a console, by sessions to other services in other regions around the globe. Your localized connectivity may be good, but that doesn't mean you have just as solid a connection to Tokyo as you have to Seattle, Redmond, or Chicago. Those sessions are all running across different networks, and multiple networks come into play along the way, across differentregions, and subject to all manner of interference that may impede or disrupt that session. Such things are in no way under your control, nor SE's.

A ROD on a console is a manufacturing issue with a product you bought from a specific company that has a warranty specifically for that product between you and that company---your internet comes with no such warranty. There is an expected quality of service that comes with you subscribing to an ISP, but unless you have a business class connection there is no such guarantee in writing, nor is it even implied in the language. But, that ISP is the one that should be addressing it for you, as it is a problem generated by the routing decisions and maintenance decisions they make...so they are the best candidate for investigating and making the needed corrections to resolve the problem. So it is up to you, their paying customer, to demand that they fix their networking/routing issues on your behalf--or you can take your business elsewhere (or just cancel due to poor quality of service).