Customer Service is TERRIBLE

[Jybril]

Yeah I've done all of that. I've been around the ring on this one, it's completely in their hands now. Or I guess somewhere in the squenix office, no one is definitely touching it atm.

Thank you for your help tho!

Well, make sure you double check everything I suppose...
but I mean, the Fantasia is $10 so I would not quit the game over something
like this. The Vet rewards are just "Thank you for subbing!" items anyway.
If you like the game a lot, you should let this one slide and keep playing.
Sorry it has happened to you OP. I know this is unrelated but I once had my best friend
buy me the $80 thing of Type-0 for PS4 they bought from SE...I never received it, they made me work around
everything and did NOTHING for me, didn't even contact the mailmen or fix the addresses since it was incorrect.
(Literally, the only thing that was wrong was the state, the address could of easily been found.)
So thanks SE!

It could be worse, but I would not let this get to you that much. Good luck.

[THOT]

Are you sure your main hasn't already received the reward?

Yes, my guy is the same guy I created day 1. other than the random haircuts and makeup ive given him throughout. i've never used a phial on him nor my alts (they both have theirs in their inventory)

I promise you all i have already done everything in my power.

[Vexander]

Don't forget to delete received mail after you've taken things out. Those can also keep you from getting new things I believe.

[THOT]

Thanks everyone for your help. I am not upset nor mad, just very very disappointed. When you pay $15 a month to play a game, that breaks down into roughly $0.50 a day. We are actively paying Square Enix to support the game and the functions within it. When they fail to support an action as simple as sending me a phial (or hell, just move it from one of my alts!) within 2 weeks (14 days x $0.50 per day = $7.00 of my money) it should be called into question publicly. If this was a F2P game I wouldn't give a damn, but it isn't, and should be held to a higher standard.

Elder scrolls online is F2P with an optional sub and cash shop, and their customer service is LIGHTYEARS ahead of FFXIV's. Maybe if more people openly complained like I did it would create a path for better customer service. That is my only intention of this post.

[Moonlite]

SE has been listed as one of the Greatest customer service support companies since good old ps1 days. Complaining won't help they have to many fanatics to worry. They literally have to be on the brink of bankruptcy before they question their decision making. Best way to play their games is if you have a problem live with it or move on. Support in and out of game for whatever reason can't help.

[Vexander]

Your subscription entitles you to play the game at your leisure, but does not entitle you to instantaneous gratification. If there is a bug, Square is free to look into it and take the time needed to understand the whole situation. Most other companies would sooner toss you a free Fantasia than look into it, but what about if the issue happens again? Square ties to focus on what happened to cause the issue before taking action. I would say its a difference in culture. A company like Blizzard would just toss you a freebie and probably do so if it happened again. A company like Square wants to improve your experience by making sure it never happens again, and so needs to collect data to see exactly what happened.

For this and other reasons I've personally found Square to be a more professional company. Its patches tend to have fewer bugs than Blizzard's do. I don't think Blizzard has launched a single patch all of Legion that didn't have some kind of major bug that interfered in gameplay. Sadly SE had a terrible time with Stormblood's launch due largely to DDOS attacks, but discounting them, the game was fairly smooth.

[hynaku]

They do have the worse customer service out on in company. They don't replace items lost when there servers disconnect you for no reason. They don't give back leve's you loose from server disconnecting you. See GM replying to forums on EU database but never here offering any answers. I hope one of these days another gaming company buys them out. Maybe then will get good customer service. Out of 5 for customer service I would give them a -5 for a rating. I pay them with my retainers about 30 dollars a month to only be able to play maybe a hour a day with all the disconnects. Thinking giving my money to another company where can play there game and not be disconnected every 15 to 20 minutes then spend 7 minutes trying to login again. The Elder Scrolls Online never had one problem ever being disconnected or lag issues in it and it a F2P MMO.

[Krotoan]

They do have the worse customer service out on in company. They don't replace items lost when there servers disconnect you for no reason. They don't give back leve's you loose from server disconnecting you. See GM replying to forums on EU database but never here offering any answers. I hope one of these days another gaming company buys them out. Maybe then will get good customer service. Out of 5 for customer service I would give them a -5 for a rating. I pay them with my retainers about 30 dollars a month to only be able to play maybe a hour a day with all the disconnects. Thinking giving my money to another company where can play there game and not be disconnected every 15 to 20 minutes then spend 7 minutes trying to login again. The Elder Scrolls Online never had one problem ever being disconnected or lag issues in it and it a F2P MMO.

If I had your experience with this game I would have quit immediately.

[LittleSparrow]

Idk about emails, but if you call SE up they give you excellent customer service. I´ve had no bad experiences with them and time and time again my issues were resolved in a quick and efficient manner.

[Dustytome]

A company like Square wants to improve your experience by making sure it never happens again, and so needs to collect data to see exactly what happened.

The correct response would be to give the user the fantasia and then deal with the data and such that likely doesn't involve interacting further with the user. You retain a paying customer, good word-of-mouth about support/the game and still have the opportunity to fix the issue. Just because other companies may placate the customer, it does not mean they're not also looking into the problem. They're not exclusive.