Rude Service from Square Chat Support Regarding PS4 Issue No Valid Services License

[Arkyne]

TLDR - The process of buying FFXIV on the PS4 needs to be improved. Square support was rude and dismissive in this case.

I don't need to rehash the PS4 license problem as it's well documented.

First off, I can only speak for myself, but I honestly can't believe some of the rude people that do Square's chat support. It's not a wonder that they do not send a follow up survey because they likely would get terrible ratings. The very first time I dealt with them it was OK, but after that it's been downhill. I have dealt with Sony's chat support several times and whether they solve my problem immediately or not, they are always polite, and in their follow up survey they score highly most of the time.

More to follow...

[Arkyne]

Here's the last line I got from the last Square support rep i spoke to:

Agent E：You need to contact SONY
Agent E：and request a refund
Agent E：And then purchase the bundle on the correct PSN ID, now I do have to let you go since this issue falls under SONY. Thank you again for contacting Square Enix Support and you have an AWESOME DAY!

...

[Moonfish]

Here's the last line I got from the last Square support rep i spoke to:

Agent E：You need to contact SONY
Agent E：and request a refund
Agent E：And then purchase the bundle on the correct PSN ID, now I do have to let you go since this issue falls under SONY. Thank you again for contacting Square Enix Support and you have an AWESOME DAY!

...

I had this exact same problem, I contacted Sony about it ( didn't even occur to me to all to Square ) and they were anything but helpful. I had to get my bank involved.

[Arkyne]

I kind of find the impatience unnerving, and the capital words a little condescending, I mean, I've only spent HUNDREDS of dollars on this game over the years. And they guys talks like getting a refund from Sony is the easiest thing on the planet.


So that out of the way. I CANNOT BELIEVE that there isn't a better way to CHECK things such as account links between PSN and Square and service licenses and such, and buying games on the right account BEFORE you actually spend money and need to go through so much heart ache. I place the blame here on both Square and Sony for not figuring this out. I understand it's a business, and from Sony's perspective it's Square's game, but when something goes wrong and Square is sending people to Sony, or Sony sending people to Square well, it's just annoying for everyone.

...

[Arkyne]

Thankfully, once again Sony support pulled through and helped me out where Square didn't. Both in terms of empathy and in terms of the appropriate knowledge to solve the problem. I had to hound Square's support to do what I knew they had in their power to do, and then returning to Sony the last person helped me out immensely.

I still can't play on the PS4, but hopefully I'm a step closer and things shake out over the next few days.

Thanks for reading my opinion on things. Sorry for all the posts.
Cheers.

[Iromi]

You can edit your original post to bypass the character limit

Also, this is nothing new with SE support...while the GM's seem to be really friendly and helpful, its been notorious for being like this since FFXI days.

[Arkyne]

You can edit your original post to bypass the character limit

Also, this is nothing new with SE support...while the GM's seem to be really friendly and helpful, its been notorious for being like this since FFXI days.

I didn't know that! Thank you!!!

[Lexia]

If person has multiple accounts it their responsibility to make sure they buying it on the right account not SE or Sony's. I also don't see how the rep was rude they just told you to go back to the place you bought it from Sony (PSN).

[Arkyne]

If person has multiple accounts it their responsibility to make sure they buying it on the right account not SE or Sony's. I also don't see how the rep was rude they just told you to go back to the place you bought it from Sony (PSN).

Those are the points I'm making. It doesn't say that this game is unlike EVERY other PSN game that will work on several accounts. Further, that particular function is from the game, not Sony. I'm not defending either when it comes to that.

Lastly, there ways to type things to appear more polite than not.

[itti18]

from what I read , i don't see anything rude from SE support , and they gave you the right solution to your problem which was contacting SONY