Purchased a non-working SE Token for spouce, SE isn't supporting nor refunding.

[Senceia]

I purchased two tokens on Monday, July 29th, 2024 at approximately 9:04 AM CST to try & cheer up my real world & in-game wife due to her mother going into the hospital a few days previously from that date.

We received a call from the hospital shortly after I placed the order requesting that we come immediately to the hospital due to her mother's condition declined rapidly that morning. At 11:57 AM CST on Monday, July 29th, 2024, her mother was pronounced dead.

We were grieving from the shock & the loss. We had to manage the funeral arrangements, family notifications and organizations, among other things. Adding a security token that came in the mail a week later wasn't priority.

This week, I decided to try & add the tokens to our accounts. The first one failed with the error message that "The password entered is invalid" so i tried again & received the same message. I tried the second security token & it worked & was added to my account. We just assumed that maybe SE already assigned that one to my account or associated it or something.

We tried adding the first token to her account and received the same error message. After multiple google look-ups and searching the web and Lodestone forums, we realized the security token was bad or flawed. So we attempted to find how to get an exchange or return.

We went through the service links to submit a help request first, that was quickly stated that we contacted the wrong department on the issue and the ticket would be closed. So we tried the return department and mentioned the first ticket number as reference. Somewhere the individual that read the new return request, interpreted that the other ticket was taking care of the issue and they'd close the new ticket! WTF?!?!?!

I finally informed my wife that since the email stated the following, we should send a copy of the death certificate to see if that helps their understanding:

SE Email/Ticket response:

"Unfortunately, our records indicate that your return request falls outside the allowable timeframe for returns as per our policy. We sincerely apologize for any disappointment this may cause. Please know that we strive to accommodate our customers whenever possible, and we regret that we are unable to assist in this instance.

However, we would appreciate it if you could state the reason why it took you some time to contact us regarding this request. Understanding your situation better may help us find a way to assist you further.

Please feel free to reach out if you have any other questions or need further assistance. We are here to help. Thank you for your understanding and support.

Thank you,
Poli "

Well "Poli", I hope the email and this forum post reaches you and you reconsider how poor your customer service skills are.

What else should we have done? Should we have just sucked it up and accepted the faulty device?

Sincerely,

Sen - Sargatanas
Veteran beta and 1.0 Paid member from day 1.

[AkaeiNox]

First, my condolences to your wife.

-

But I'm actually surprised that they still sell them though. Personally I prefer the 2FAS/Aegis phone authenticator apps since there are ways to back up your tokens to the cloud and that they are all at the same place. The best thing you could try to do is to escalate your ticket with support.

[1313]

Contact your bank. All I can suggest.

[Slayer25c]

Contact your bank. All I can suggest.

watch his account get ban if he try's to do a charge back

[1313]

watch his account get ban if he try's to do a charge back

Certain banks will attempt to mediate by contacting the merchant with all of the information to get it sorted out when a customer struggles to resolve the issue.

[LianaThorne]

Support -> Bank -> pray you don't get banned for the forced refund

I don't see many other options. If you don't wanna risk the ban and you're not getting anywhere with support, then you're better off just eating the cost imo and swapping to a mobile verification app like the post above suggested.