Dissatisfied customer

[Felis]

We need a "are you sure?" check in the payment process, I think

[Derio]

Isn't there a confirmation page that even shows the service account before you pay and after. It's sounds like OP was just in a hurry. Clicked on the wrong account and didn't read it until he submitted the payment.

Guess we all learn that reading is fundamental

[InuraBera]

This isn't directly related to the topic, but something that interests me.

The whole concept of a chargeback - is this more common in the US etc than the UK?
I just did a quick look up on it, and you only start to be covered in the UK once you've paid £100, and less than £30,000.
Until I started browsing forums and things like Reddit more commonly, it was never something I had heard of, though I'd never had reason to look into such either.


As to the topic, it is an honest mistake, but it is likely not going to change.
They may not have the systems in place to carry such out, it may be something that would cost them money to do that makes it not worthwhile, or it may just not be something they are willing to do.
My assumption would be related to extra charges placed on the back of Square Enix, which may seem small in a one off case, but could set precedent for the future. Likely the same reason they are harsh on chargebacks.

[ApolloGenX]

Yes it's his fault that it happened. That is what happens when you have customers, they make mistakes, and being a jerk and not helping them is bad CS. If customers never made mistakes, CS might not even be required.

Yes, he will likely have to choose between eating the cost or getting his account banned because SE CS is terrible, depending on his credit card protections.

Regardless, the story here is the absolute terrible CS. What kind of company is unable to cancel service and give a refund? Feel free to blame the guy for making a mistake- lord knows none of us has ever made a mistake. It's not like the MOG station is the most user friendly payment system. Regardless refusal to remedy the issue of a paying customer that wants to give you money and continue using your product is just bad business. It poisons the well.

For those of you who care more about blaming people and judging than providing a positive customer experience: Well good for you, but as someone that works in software - that is not how I would ever treat one of our customers. I don't think the industry matters, that is just poor service.

I can only imagine the terrible world if everyone acted that way- everything would be like government offices where they don't care if people are happy. Of course in a competitive environment that doesn't work.

[Jijifli]

Regardless, the story here is the absolute terrible CS. What kind of company is unable to cancel service and give a refund?

I haven't found a company with a subscription that can take away game time. Not even Blizzard can. If you make a mistake, they have to suspend your account for the amount of time in question, because they can't subtract game time.

Look at it from SE perspective here, since this is likely the same case. They'd have to ban his account for 6 months, and they don't know if he wants to come back within those 6 months. Maybe he gets a new computer at 3 months and wants to play? Well he's locked out, then throws a fit, and we're back to square one. He should have been paying attention. He should have linked his accounts.

[Shougun]

I haven't found a company with a subscription that can take away game time. Not even Blizzard can. If you make a mistake, they have to suspend your account for the amount of time in question, because they can't subtract game time.

You can transfer account time with blizzard and that is all the OP needed really, since they wanted the time on a different account.

I work for one of the major highstreet/online retailers and i can tell you that digital subscription items/digitals items are exempt from the 30 day money back guarantee. Thats the law.

Must be different cards, countries, or love from your credit card. One of my cards as I recall them wording it to me is a 30 day guarantee for /everything/ under 5,000$. Although that is one of the cards I put heavy purchases on so maybe that's why.

Digital items not exempt as I called them about it.

[Jijifli]

You can transfer account time with blizzard and that is all the OP needed really, since they wanted the time on a different account.

I did that personally with Blizzard. They had to suspend the account with the time, because they could not take away time on the account. I guess as an extra question, did he prove he owned both accounts? Going back to Blizzard, they couldn't even use my time on my girlfriend's account, despite both party's agreement, because I didn't own the other account.

Plus, as I already stated, if he wanted to play it 2 months down the line, the customer wouldn't. And then we're at square one again. The issue is on the fact that it was a subscription. FFXIV especially has a problem with it, because of vet rewards. When you pay for enough sub time, you get bonuses. If they did this, he effectively paid for 2 accounts getting 6 months vet rewards. This could be abused by players. And the way to fix it would be to pull the account back 6 months, which they would have to wait 6 months for. That's a major hassle.

[Shougun]

I did that personally with Blizzard. They had to suspend the account with the time, because they could not take away time on the account. I guess as an extra question, did he prove he owned both accounts? Going back to Blizzard, they couldn't even use my time on my girlfriend's account, despite both party's agreement, because I didn't own the other account

All that seems better than nothing though, that and proving you own an account you're transferring time from lol - that could be new level Account theft if they didn't. As the desire from OP was to transfer the time and you can, that's all they needed. Also might check to see if you can add time to a suspended account to reactivate it, I imagine you could (at least because they're able to do so much, so easily, I have high faith in the power their CS has- many issues that plague SE WoW solved long ago).

The vet reward is an issue that would need to be addressed, but seeing as they are changing the system it might be more easily addressable in the future.

EDIT: just ran through the steps, they can actually refund the purchase now- in most cases. So none of the above issues besides vet rewards is an issue (there is no account suspension). Maybe when you tried they didn't have that ability yet.

[Iromi]

I am shocked by the amount of people defending poor customer service...wow. My bf and I don't run a successful business by having bad customer service, we are known for being very helpful and responsive. I understand this is a bit different because it's a subscription but it can be refunded and the account frozen temporarily or something.

You don't have a successful business by treating your customers like fools for making a mistake, you treat them with kindness for even wanting to to try your product in the first place and try to remedy the situation. I'm certain if Yoshida knew about this he would help the OP same way he helped that guy at fanfest.

[Darkstride]

I'd like to see the evidence of this.

Legality has nothing to do with this. Its good sense, community, society, and trust. That's what every organization I just listed is about. Its weird and sad that you cannot (or more specifically choose not to) comprehend that and would like to see an innocent suffer for an honest mistake.

I certainly do understand that it's an honest mistake and I wish the OP the best of luck in having this resolved in their favor. The problem, however, is with SE's customer service and apparent lack of willingness to help the OP correct their mistake.

What you are stating is that the service that was paid for has not been provided. The OP got exactly what they initiated and paid for on their own - a subscription on an account that they logged in to. The OP wasn't duped or swindled by SE and is not a victim of anything but their own mistake. Sometimes you do just have to live with your mistakes, as much as it might suck.