Politeness doesn't make up for bad customer support.

[Ailuridae]

Just got off a unhelpful chat from support because I was silly enough to buy an item from the mogstation less than 24 hours before a sale happened. Pretty much being told "Sales are final and we wont flex on this because other similar retailers wouldn't flex on this" is really shady. I wouldn't care if I made the purchase like a week ago, but c'mon in less than 24 hours I get told I wasted money and that's "just our policy."

It didn't matter how polite the guy on support was, he didn't even attempt to budge or direct me to someone who could possibly help more than him. It's just crummy support and it's really dated compared to other companies you guys compete with.

At this point I'm not even looking to get refunded, I'll live without 4 dollars. Just consider updating your policy to be more along the lines of amazon and steam who have both refunded me the difference of a sale in this exact circumstance.

[DrWho2010]

you buy something before a sale or right after that's on you. no company has any obligation to give you a deal outside of designated sale dates just because some other company does. has nothing to do with being shady. you just got unlucky you'll have to deal with it. *shrug*

[KalinOrthos]

This is actually "regular" customer service. If you buy a game at Best Buy, come to find out they have a sale on that game the day after, and try to get money back for it, chances are, they'll deny you. I'm also inclined to believe companies like Steam only give you a very limited number of these sorts of refunds, just because doing this excessively can be exploited. So. As someone who, in the past, had to deal with customers trying to do what you're trying to do, sorry, but thems the breaks.

[Elkanah]

if youve ever worked in a retail environment or customer service, you should already know the answer I'm afraid. It sucks it happened, and I'm sorry it happened to you, but it's good to be more aware, or wait till the item goes on sale in the future, if you'd be willing to wait the timer.

[Ailuridae]

I have worked in retail and this has totally been a reasonable thing to do. Maybe it's the culture around here, I dunno it just doesn't sit right with me. I'm not asking for some kind of deal or compensation anymore. I can take the no once it's given to me and as I said the price difference of the sale isn't going to kill me. I just think maybe updating policies to that of contemporary online sales services might be a step in the right direction.

I did post this thread fresh off being miffed with the news. It really upset me for a whole 20 minutes. So my bad if I was sounding whiny or like I was trying to get some special deals. The real point was me wanting to throw in my two cents on policies. Half my job involves dealing with customers so I'm just kinda conditioned to wanting to be a happy customer like I make mine.

[Nimloth]

I've worked extensively in retail and a lot of retailers offer price protection and adjustments based on the their return policies. For example, if you bought an item at Wal-mart and they price dropped, they would give that adjustment within the return period listed on the receipt. This actually applies to Best Buy as well (as someone mentioned that early in the thread, but didn't actually look into it):

https://www.bestbuy.com/site/help-to...at297300050000

Here are some other companies that offer adjustments

Walmart:
http://help.walmart.com/app/answers/...id/31/kw/price

Target:
https://corporate.target.com/about/s...th-confidence/

Kohl's:
https://cs.kohls.com/app/answers/det...e%20guarantee/

Sear's:
http://www.sears.com/en_us/customer-...ch-policy.html

[Elkanah]

As long as Square-Enix has been a company, or Square Soft and Enix Productions, I don't think they've ever changed their policies. I don't know many companies, including Sony or Xbox who do change their policies on purchase refunds similar to that. It'd be nice is Squeenix did, but I don't see that happening anytime soon :/

Best buy I can understand, and even Walmart. But looking at companies that are not often retail stores, is there one like Konami, or even EA that have done similar things like that, or allow for maybe a one time refund on a item bought less than 24hrs ago? Maybe even a 7-14 day purchase refund?

[Nimloth]

Oh, for sure, I know it's not Square Enix's current policy, I was simply trying to state that other retail companies are doing it. I realize the chances of them actually changing the policy based on a thread is low, but you never know. I think allowing price adjustments would be more consumer friendly, and it is obvious that other companies do it. However, for the time being the OP is out of luck.

[LeeraSorlan]

this is not bad customer support. you are not being inconvienenced by a serious problem. your account was not banned for no reason and a customer support helper is not saying "sorry its your fault even tho we have no proof"

This is a case of you wanted to get a discount for something you willingly paid for at full price.


does it suck that you bought it right before a sale? Sure. would it have been cool if they let you get that discount still? yeah.


But this is in no way bad customer support, you are dragging these people through the mud when there are real issues with other customer support that dont help at all. this is nothing.

[Elkanah]

Oh, for sure, I know it's not Square Enix's current policy, I was simply trying to state that other retail companies are doing it. I realize the chances of them actually changing the policy based on a thread is low, but you never know. I think allowing price adjustments would be more consumer friendly, and it is obvious that other companies do it. However, for the time being the OP is out of luck.

Physical items aren't also the same as digital items too, to keep in mind. BestBuy, Walmart, among most retailers don't have a digital refund available for (say) a Xbox live or Playstation subscription card. Even gamestop. Once those are purchased and processed for coding (having worked at Gamestop in the past), they are non refundable. Which would be considered digital content, since they cannot be reversed.

I do recall a time where a friend made an accidental purchase at Xbox and their customer support refunded it as a one time courtesy for his account, on a game he accidentally bought, but the turn around time for the license to be removed from his account for said game would take up to 2-4 weeks time. Not sure if this would also apply to dlc's, but it's the only one I actually recall or remember happening at the time of the purchase.

Now, while this is in no way related to the topic, we don't know how the licenses applied for said items also apply to ones account. If it was easily removable and re-purchasable in a 24hr period, cool, but that may also not be the case. While this is Xbox and not Sony or Squeenix, I'm applying a possible logical reasoning lol.