Queue time problem not our problem, Square Enix fix

[Alxyzntlct]

Yeah, how DARE they to not update you guys constantly on what is going on behind the scenes. You would think the latest explanation would be enough to get you over the WEEKEND.

You know what's funny? I work in an industry where if we have issues like this, then yeah, the customers absolutely expect to be getting constant, at a minimum daily updates on what's being done to fix the issue.

It's a standard paying customers for ongoing service generally expect.

[Divinemights]

You know what's funny? I work in an industry where if we have issues like this, then yeah, the customers absolutely expect to be getting constant, at a minimum daily updates on what's being done to fix the issue.

It's a standard paying customers for ongoing service generally expect.

I wonder which industry that is because it sounds truly impractical.
No customer service will keep sending out updates on the progress that frequently.

[KRIPTICON]

I wonder which industry that is because it sounds truly impractical.
No customer service will keep sending out updates on the progress that frequently.

Actually, it's not uncommon. I work for Ford Motor Company and when we have supplier issues that pose a threat to shutting down production lines or cause quality issues, we expect updates hourly, if not more frequently. I'm not saying SE needs to (or should) do that. I'm just pointing out that you are implying the impracticality of a customer:supplier based logistics chain not being regularly communicated/updated when, in fact, its not impractical at all and is indeed common in the auto industry and many others as well.

[lezard21]

I wonder which industry that is because it sounds truly impractical.
No customer service will keep sending out updates on the progress that frequently.

I work in a pharmaceutical and if for some reason a patient's medicine gets delayed we explain to them the problem, tell them what we plan to do to get their medicine, give them an estimated time for resolution, and inform them immediately once we get their medicine. If any of these points is not in agreement with the patient (either because he can't wait for his medicine and wants to try getting it somewhere else or because he lost trust in us) they have the option to request a reimbursement at any time of the process.

Of course, the rare ocassions an instance such as this happens we have the resolution by next day at worst: either we get the medicine from another provider/transfer it from another store or we inform them that we have not been able to proccur the medicine and reimburse him his money so he can try elsewhere and we don't waste his time.

So yeah, it's common practice not to waste your customer's money/time. Maybe it's different in Japan where SE is from, but if they expect to publish a service for western audiences they need to adapt to our practices and respect people's time/money.

[RyuDragnier]

I work in a pharmaceutical and if for some reason a patient's medicine gets delayed we explain to them the problem, tell them what we plan to do to get their medicine, give them an estimated time for resolution, and inform them immediately once we get their medicine. If any of these points is not in agreement with the patient (either because he can't wait for his medicine and wants to try getting it somewhere else or because he lost trust in us) they have the option to request a reimbursement at any time of the process.

Of course, the rare ocassions an instance such as this happens we have the resolution by next day at worst: either we get the medicine from another provider/transfer it from another store or we inform them that we have not been able to proccur the medicine and reimburse him his money so he can try elsewhere and we don't waste his time.

So yeah, it's common practice not to waste your customer's money/time. Maybe it's different in Japan where SE is from, but if they expect to publish a service for western audiences they need to adapt to our practices and respect people's time/money.

Pharmaceutical does not equal tech. In tech you give a possible ETA, working with code takes longer than you may think, especially something this big. Because it can be any number of hardware issues or a single character error in millions of lines of code. Just checking a hundred lines of code for an error can take you over 3 hours alone, and depending on how big the hardware is, that too can take a long time to check individual parts. Do not equate your pharmaceutical job with a job that requires constant trial and error over days or weeks.

[Shibi]

You know what's funny? I work in an industry where if we have issues like this, then yeah, the customers absolutely expect to be getting constant, at a minimum daily updates on what's being done to fix the issue.

It's a standard paying customers for ongoing service generally expect.

Same, we have an SLA to touch base with our customers every 20 minutes to provide a status update, on a sev 1 issue (which this is) and the SLA dictates we have it fixed in 3 days.

Not doing so starts a penalty mechanism with a few tens of thousands dollars each hour we are over.

24 x 7 service always, and all hands on deck when those major problems happen.

(mind you, the customer pays a million a year in maintenance, which is not something we gamers do, so I don't expect the same SLA with SE that we give our clients)