Awful experience with SE support

[Jojoya]

Man these threads keep popping up, where people lose their house despite swearing up and down that they went in and saying they got no email warning or anything. Shit's got me paranoid af and at this point I'm inclined to just believe the people over SE's ability to code properly.

The bug exists, I know that from watching a friend enter his own house and the demo timer not resetting (my character was a tenant so I could verify through my own timers).

What triggers the bug? Haven't the faintest idea.

We could have fun dreaming up explanations such as they've got some dumb coding that registers house entry between 12:01pm JCT and 12:00pm JCT but not between 12:00 and 12:01pm, and those affected have been those who finally got around to entering during that single minute of the day. Unless enough players who only enter their house once every couple of weeks get into the habit of checking their estate timers (or system messages in chat) to make sure it's not showing active for demolition and catch the failure to reset so it can be reported with specifics, the bug will never be acknowledged by SE or the cause determined.

If you're going into your house regularly, there shouldn't be anything to worry about. Even if your entrance isn't registered on one occasion, the timer will no doubt reset the next time you walk in.

It's those who rarely go into their house that need to be cautious.

[Ranaku]

SNIP

What do you expect? SE giving you back your plot which is most likely purchased by someone else?

Sounds like you did a mistake and had to face the consequences for that.

[Kalk]

The most interesting aspect of this thread is how most of the replies completely ignore the message I actually wrote - the exact same way SE did. I never asked them to "bend the rules" for me, I simply asked if they could look into it, because I don't believe for a second it was even close to 45 days since I'd last entered my home, and it was the day of the newest patch.

If you actually read the post, you'll notice my main complaint was how SE didn't communicate anything during my entire interaction with them. This game is not a free service - you should at least be able to expect a person to look into your request if you ask support for help.

I firmly believe they never spent more than 30 seconds investigating my tickets to begin with.

I guess the replies aren't surprising though, as this games awful housing system makes players who own plots into villains in other players eyes - especially those with a medium or large plot. I can't see why else so many players would be misinterpreting this thread to such a degree.

[Bacent]

The most interesting aspect of this thread is how most of the replies completely ignore the message I actually wrote - the exact same way SE did. I never asked them to "bend the rules" for me, I simply asked if they could look into it, because I don't believe for a second it was even close to 45 days since I'd last entered my home, and it was the day of the newest patch.

6.4 was on May 5th - 60 days ago

6.41 was just a bug fix patch - 14 days ago

I still don't know why people just don't enter their own house every couple of days, making it a habit to ensure you don't get screwed by the timer or whatever.

I did that with my houses back on Cerberus, then on Odin. Now I'm on the US servers and personally I want people to give up their houses so I can get one again, hue. /joke

[Reinha]

The most interesting aspect of this thread is how most of the replies completely ignore the message I actually wrote - the exact same way SE did. I never asked them to "bend the rules" for me, I simply asked if they could look into it, because I don't believe for a second it was even close to 45 days since I'd last entered my home, and it was the day of the newest patch.

If you actually read the post, you'll notice my main complaint was how SE didn't communicate anything during my entire interaction with them. This game is not a free service - you should at least be able to expect a person to look into your request if you ask support for help.

I firmly believe they never spent more than 30 seconds investigating my tickets to begin with.

I guess the replies aren't surprising though, as this games awful housing system makes players who own plots into villains in other players eyes - especially those with a medium or large plot. I can't see why else so many players would be misinterpreting this thread to such a degree.

There's nothing to look into or help you with. Do you want them to convince you that their system is working as intended and despite what you vaguely remember you didn't enter the inside of the house for 45 days? Demolition happens hundreds of times per year on each server. They'd have to hire a bigger team than the actual dev team to deal with everyone who wants to speak with the manager. It's been a day and you still don't believe it could have been your mistake, so anything beyond 30 seconds would have been a waste. This is why they send templates and ask people to post on the forums instead.

But keep calling us villains. I work in customer service so my response is more from that point of view than that of a potential house buyer.

[Themarvin]

You need to go inside the house if it is a private house to stop the timer, that you did not do it, then you havent been inside your house for 45 days and don't care about it or just got it as some status symbol.

It say under housing somewhere, if you do not enter it for 45 days on private = demolished, if a FC if none of your FC mates enters if for 45 days including the owner of the FC, it goes bye bye as well.

Also in whichever way they respond, they do read your claim, but often use the appropiate template to reply to you for actually optimal and most precise respond, if something fishy has gone on or the likes with the timer or something down those lines, then they will actually ask into additional things.

Alot of the issues and people claiming that the support is ridicoulous or whatever could be solved right away if people actually decided to read partsof the ToS, and this and that about things they are involved with, that could even stop you from even sending a ticket in the first place, as you would have the answer right away.

[Kalk]

There's nothing to look into or help you with. Do you want them to convince you that their system is working as intended and despite what you vaguely remember you didn't enter the inside of the house for 45 days? Demolition happens hundreds of times per year on each server. They'd have to hire a bigger team than the actual dev team to deal with everyone who wants to speak with the manager. It's been a day and you still don't believe it could have been your mistake, so anything beyond 30 seconds would have been a waste. This is why they send templates and ask people to post on the forums instead.

But keep calling us villains. I work in customer service so my response is more from that point of view than that of a potential house buyer.

Truly convinced you haven't read a single comment on the thread. My villain comment was derived from the fact that most comments met me with hostility (as a villain), despite the fact that all I wanted was some communication from the support team, with hostility likely stemming from the nature of plot ownership in ffxiv. It wasn't directed at this so called "us".

And yes, I'd believe them if they found me to be at fault. I've never implied otherwise. The point of the thread, to put it bluntly, is that the customer support team for SE is worse than my local Walmart. Yes, I wanted them to communicate that they found I was at fault. Instead, they told me my ticket would be escalated and ghosted me.

Later edit: I'm not going to be replying to this thread anymore. I hadn't posted this because I was looking to get into arguments - I posted it because the only thing the SE support team bothered replying with was to leave feedback on the forums, which I did. There really isn't anything else for me to add at this point. It's easy to see why they want their feedback funneled here.

[tsuchii]

SE's support is so bad it feels non-existent.
Are you sure you ENTERED within 45 days? The condition is to enter the instance or it gets demolished. There are past reports of people who got demo'ed without a warning, which sucks. But yea to be safe, it's better to just enter the housing instance every 45 days.

[Boblawblah]

Is the 'L' in your name silent OP?

On topic, I have had exactly one experience with SE support. I had to get a security key removed, and chatted with a nice person online who helped me almost immediately. Was amazing. Shocking actually.

[SomeRandomHuman]

One of the first things I do when I log in is enter my house. I intentionally log out in the yard, inside it, or in front of it so my OCD just pilots me inside it without even thinking. That's the only fail-safe way I've found to keep your place. Don't need to worry about "did I go inside my house lately?" if you habitually just go in it every time you log in. Yes, I even do it multiple times a day sometimes.