Is there any game out there with a worse support team than final fantasy?

[duvvvv]

@topic level up games during the heyday of Ragnarok online (late 2000s-early 2010s) in the SEA servers--too many hackers, botters, scammers...people just somehow "accepted" that they're part of the game, CS seems to only care if the issue has something to do with your top up

a few years back, Tree of Savior "beta" -- server migration was a mess, steam users requesting for refunds, I think there were wipes because of bug exploits, and people just didn't get their stuff back, worst was the pvp experience. afaik there was no CS just volunteer mods in the forums. some of my guildmates had issues at higher levels that didn't get resolved so we just didn't bother
my bad experience with FFXIV has something to do with my payment a few years back. I didn't get to play for months because they won't accept my card or something. but after several chat/email correspondences, I got a great chat support rep who helped me resub. so not the worst but it was slow

[KageTokage]

I think XIV being a P2P game is part of why the lackluster customer support irks me.

Even SE's mobile games running on a limited budget tend to take cheaters more seriously then people around here do and it's not as though it would actually take any more effort here to identify them, either.

[Sorimachi87]

Gotta break a lance for the support here.

I've been playing since 2015 and i never had any issues with the support. Sure sometimes the answer was a little too short for my liking or my questions collided with their policy.
Waiting time for an answer was always relatively short.

Besides the handling with third party tools, i can't say anything bad about the support tbh.

(Just my opinion on this topic. Didnt read anything else in this thread besides OP)

[Canadane]

Anyway, since they have acknowledged that it was illicit, surely that implies that the theft of the FC chest gil was also illicit, and that by not doing anything about it they are just saying 'haha sucks lol' to an entire sub-community in the game (my FC). Access precautions are a strawman argument, because what if the FC leader had been the one hacked instead? What would be your argument then? The gil can be traced if they are willing to do it, and I suspect their main reasoning for not dealing with FC-related matters is simply because they are too fudging lazy.

At the end of the day, the user that was promoted and took your gil has the benefit of the doubt is being innocent.
With plausible deniability this poor guy was just thrust into a FC and was told to help himself to the gil. No matter how obvious it is to the contrary.
This is the main reason nobody from SE will say "Yes we will give you that gil back."
And unrelated to this, they won't tell you the status of other peoples accounts, so you'll never be able to find out if they banned the account or not.

None of this means nothing is happening though.

[EXTREME_MDP]

Sorry to disagree with the other players who say they've been playing since 2015, etc BUT, I've been playing since launch & I've had nothing but horrible encounters with GM's (especially!) & other SE employees. I've been talked rudely to, lied to, given the run-around, etc on every issue I've ever reported. I don't lose my cool when angry; I try to resolve problems as far as I can without help. Then when I can't, I politely (even though angry), turn to GM's for help. But all they do is throw their auto-generated responses at me. I'm sorry my gripe is so long but I am exasperated from many years of no help. I played another very popular MMORPG game for yrs & we NEVER had these RMT spammer probs like in ffxiv. I mean give me a job at SE!, I'll sit & click a delete button on those RMT accounts, it's not hard to do! I blacklist & report RMTer's constantly but they NEVER get banned. It reflects on SE. It makes them look lazy. They don't care about their players. You report them but they never get deleted or addressed.
Lately I reported then tried to blacklist a player who was harassing me. That would've solved the problem but the blacklist option was not shown on any menu, not in the search menu after right-clicking the player's name, not in the chat log after right-clicking their name, not by clicking the player's character then right-clicking their name, & manually doesn't work either. I've tried typing /blist or /blacklist, neither work. Here's the kicker: if an RMT spammer is spamming, I can blacklist them by right-clicking their names from the chat log. But I can't for any other player! I contacted a GM about the player harassing me, but they played the stupid card saying they didn't understand what I'd typed. I typed very concise. I wonder if some of the smug GM's I've argued with in the past have removed the blacklist function just to vengefully irritate me because I posted my bad experience with them in the forums. The other "good" employees can "promise" me those bad GM's wouldn't do such a thing but they can't speak for the bad GM's;how they might abuse their authority. Never underestimate humans.
So now I can't get help with the blacklist problem that I've complained about for almost a year now. I've even had SE forum employees lock or delete some of my posts here in the forums, even tho I was stating facts in a straightforward way. I followed every forum rules to a "T", but still got my post deleted when it wasn't resolved or addressed even? If a GM has done me wrong, & angered me, I will leave my experience here in General posts in hopes I'll get some help. That's not breaking any forum rules, just stating my experience. & no, I don't call them names either. So yes, I would totally agree with you on how SE handles their customer service. It doesn't exist. Plain & simple. It's sad because the Japanese culture prides themselves on being humble, but SE is just the opposite of that.

[NanaWiloh]

Yeah, he got a roll back to the point before HIS money got stolen, but since we literally have evidence of the dummy account stealing the money (with their name and everything included), surely it would be an easy task to track the 88 million gil, remove it, and give it back to us, all they're doing is giving more funds for RMTers to earn cash with, if anything their lack of action actually incentivizes it.

There are so many simple 5 minute precautions they could do to avoid this:
1.) Add an optional 4 digit pin to the safe so that hackers in your account can't access it.
2.) Make it so that logging on from another IP triggers an account lockout only unlock-able via e-mail recovery (you know, like what happens if you log in from another computer in your house but for some reason doesn't happen if someone from another country logs in to your account)
3.) Have a support team that can actually support people on a case by case basis.

Have your friend get a security token is a much better idea.

[NanaWiloh]

From what I saw, that was always a case of people readily giving the information (albeit not to whom they thought they were submitting it to) over to a 3rd party. If you tell someone your login information and the current one time password, they can log in immediately and that's just what the scammers did.

Its known as man in the middle attack. If you enter you login info and OTP on any site other then SE's or the launcher then you are handing access to your account to someone else.

[Skolopendrokot]

I had to deal with SE support once and everything went fast and nice, so I really don't have a reason to complain. I can understand that you think they should do more in your case and punish the man who deceived you, but the truth is that making your FC's belongings as safe as possible is your and it's members responsibility. People from SE don't know what happens behind the game wall, so they have to be really careful about this kind of thing and I really can't blame them for their reaction. They have only your words - they don't even know if your friend's account really has been hacked (you can use VPN and log in from every place in the world, so it is really not a proof). It's sad to say but it looks like it's a lesson about the account security for every one of us and I suppose it's the way you and your friend should treat it, too.

[odd_prophet]

Update on the situation with my friend being hacked:

So, he changed his password, got 2FA, and got that roll back. But still the hacker managed to gain access to his account AGAIN! We don't know how he's doing it but this austrian is DDOSing my friends internet and managing to circumvent all precautions, at this point there is literally NOTHING more we can do to prevent it, it is ENTIRELY on square enix to ensure that the measures THEY PUT IN PLACE actually WORK. Frankly if his account isn't safe, none of ours are. This is a total clusterfunk and square has to take some level of responsibility in this.

Edit: oh and before anyone claims "INSIDE MAN INSIDE MAN!" there was no gil left to steal in our chest as the admins didn't give us that back (actually thank god they're so inept because getting hacked and robbed twice in the same week is bordering on suspect).

The most likely reason for the repeated hacking 5 days after the initial hack was probably to see if the friend had any more gil worth taking. It's like they were waiting for the roll back or something?!

Edit 2: there's reason to believe a combination of DDOS and keylogger were used to circumvent his account, there are apparently easily downloadable tools out there that can circumvent 2FA and keyloggers that can remain undetected by modern anti-virus software. The future is here, it's scary, and there's nothing an individual can do about it.

[Komarimono]

Two factor authentication is very hard to keylog, since you can't use the same code twice and has to sync to the code sent by the server with the handshake. To me, this smells very fishy and quite suspicious.

You're getting duped, simple as that.