Contacting a GM??

[RiversideGuy]

So I am kinda furious. Here is the background... been depositing large sums of gil on potential housing plot acquisitions. Always losing, always getting my refund. HOWEVER, at some point in the past few weeks I saw my gil at 5,269,xxx. After the last loss, I only have about 5,000,000 gil. Only explanation is some math went odd on SE's side. I have not purchased ANYTHING in the range of the gil I lost, I have only been using it for housing despots. About 250K gill just poofed.

So I put in a ticket. Get a response that they have nothing to do with this that I have to "contact a Gamemaster." Was lead to the in-game "support" panel. Hmmm, absolutely NOTHING about contacting a Gamemaster. Just a few clickable buttons the only one vaguely close is "Report a Bug." BUT it was clearly stated that NO INDIVIDUAL RESPONSE will be given for anything "reported." I went ahead anyway.

I've done the contacting a GM in that other MMO, always very shortly one did "break" into my game so we could talk about whatever issue I had.

How the hell can I get this resolved? As expected, I have ZERO response to my "report."

Is this much the same as companies putting up complex phone trees where one has to jump through all sorts of hoops to get to the next level? Their plan is to have a certain percentage of customers calling give up in frustration. Less expense because one of their employees does not have to answer that call.

So I "reported" yesterday and have heard boo since then. NOT a happy camper here. How DOES one get the attention of a GM?

[Jeeqbit]

For NA support

https://support.na.square-enix.com/c...382&la=1&fty=2
https://support.na.square-enix.com/c...p?id=5382&la=1

It's different if you are in another region.

How to send a report in-game：
1) Select System, then Support Desk > FAQ > GM Service Main Menu
2) Follow the instructions on screen.

[RiversideGuy]

Hmmm, didn't think the FAQ section has something like that, thanks my friend.

The guy from customer service never told me that he said "go to \supportdesk, submit for a GM."

[RiversideGuy]

Contacting the "Gamemaster Team" got me a boilerplate response with a fill out to report a bug (which I already did). At least this time it seems they are saying "maybe" about being not contacted. Let's see if anyone on the other ends even bothers to respond. This sucks.

[Jeeqbit]

Generally, they are responding to you personally. They have templates that they use when replying to you like any customer service team does. Why? Because they answer the same questions all week long and it's a waste of time to type it out over and over again. But you should know that if there is something unique they need to say to you, they modify the response to go off-template.

They do frequently contact people in the game if they send a ticket and need more information, but it's not always necessary if they don't require more information.

Since you believe you were experiencing a bug, it's reasonable for them to point you to their bug report process. Following the bug report template as explained in the instructions at the top of the bug forum helps if you don't want the bug to be dismissed. They need to know how to produce the bug themselves or information about you when the bug happened such as the time and location it happened and hardware information.

Bugs usually get fixed in patches, which can take weeks or months to be released and sometimes they take time to fix. Patches need testing as well. You should remember that the developers are in Japan and just translating everything into English.

[RiversideGuy]

The story is still very much alive. The issue I have takes a descriptive paragraph to explain, but their cookie cutter does not allow for that, seems more important I answer such irrelevant questions like what browser I use, what router and where it came from. Maybe I didn't describe it as well in that cookie cutter form, but I got a formulaic denial. From Blizzard I am used to getting at least some explanation how they drew the conclusion they did to my inquiry. Just that absolutely zero effort to explain how they came to deny me losing 270K gil. It's not a hard process, they only need to go the date I reported as getting back from a housing deposit with what I claim is missing gil and look back a few weeks to see what I had... I'm damn sure I have that plus the 270k at some point in bidding on plots. I think all they did was look on one single refund and conclude I lost nothing without bothering to look any further.

Plus I now realize that my loss is very close to the differential between between the most expensive and next less expensive plots.

ALSO there was no way I could even respond to their denial, it was end of the line.

I HAVE been burned by these <expletive deleted> in the past.