Garuda Howling eye crash locked out - SE'S answer to the problem!!!!!!!

[madbadger00]

SO our party crashed 2 days ago in garuda and have been locked out of game since with error code 30002...

what is SE doing about this?
what is their great master plan?
what have they said to us in reply to countless emails to re assure us everything will be ok?
What are they doing for us loyal customers?

THIS.....IS THEIR REPLY?????............



Dear Customer,

Thank you for contacting the Square Enix Support Centre.


We are really sorry that the Garuda server is still not accessible.

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

We apologise sincerely for any inconvenience caused.


Kind regards,

The Square Enix Support Centre team

Thank you again for contacting us and for your interest in Square Enix products!
More help and information is available at the Square Enix Support Centre website.
http://support.eu.square-enix.com/


1. What Garuda server??? im on balmung and there is no garuda server DOH!
2. How about a post on loadstone saying the issues on all servers!
3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!
4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer
5. HONESTLY get your act together SE my love for you is breaking

[Foxichi]

SO our party crashed 2 days ago in garuda and have been locked out of game since with error code 30002...

what is SE doing about this?
what is their great master plan?
what have they said to us in reply to countless emails to re assure us everything will be ok?
What are they doing for us loyal customers?

THIS.....IS THEIR REPLY?????............



Dear Customer,

Thank you for contacting the Square Enix Support Centre.


We are really sorry that the Garuda server is still not accessible.

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

We apologise sincerely for any inconvenience caused.


Kind regards,

The Square Enix Support Centre team

Thank you again for contacting us and for your interest in Square Enix products!
More help and information is available at the Square Enix Support Centre website.
http://support.eu.square-enix.com/


1. What Garuda server??? im on balmung and there is no garuda server DOH!
2. How about a post on loadstone saying the issues on all servers!
3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!
4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer
5. HONESTLY get your act together SE my love for you is breaking

Still nothing on all of the threads that have the similar topic. Square Enix where are you?

[Onisake]

I always have to resist the urge to say 'Umad bro?' whenever i see posts like this.

SEs always responded like this.

Garuda server => implies that the garuda instance has a dedicated server. wouldn't surprise me. they are having a problem with it (obviously)

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

Either they dont' know what the problem is (cannot make a statement) or they know what the problem is, but there is a political/marketing reason they cannot give exact details of the problem and they have to tread lightly.

1. What Garuda server??? im on balmung and there is no garuda server DOH!

already went over this

2. How about a post on loadstone saying the issues on all servers!

they don't know what the probelm is, or dont' know how to put it delicately. why make an announcement before all your ducks are in a row?

3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!

it's this or silence. which would you prefer? they had a choice. ignore you. or give you a generic 'we're having technical difficulties. please standby'

4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer

/wrists

5. HONESTLY get your act together SE my love for you is breaking

Personal problem. i'm 99% positive there are higher priority problems than this. we have several people who haven't even been able to login for months and months. this won't get you sympathy.

[HiirNoivl]

I work in customer service.

They will 1) read your e-mail 2) roll their eyes and smirk 3) tell their cube neighbor to "Hey come here and check this out!"

They will not 1) care 2) do anything because they 1) cannot do anything and 2) you're sending messages to them that they've already answered and can't provide another answer for you.

When I get messages like this, the first or second time, I will care and be nice. But when the person yells at me again and again to do something I've already explained I can't do, or reveal information I don't have, I will shut down and won't stick my neck out for that person. I certainly won't contact that person again. I'll have my supervisor do that and you know how supervisors are about getting back to people.

IF I were you, I would back off.

[The_Crow]

i'm still waiting for a reply :P
hell, i'll even take that "thank you for contacting Square Enix", been checking my inbox for a long time, nothing yet.

@Onisnake:
i agree with what you said, but keep few things in mind:

we have several people who haven't even been able to login for months and months

what kind of a company that cant fix a problem like this in months ?!
lack of staff ? No, lack of skills? i would take a blind guess and say No..
or could it be that they just dont care ? *ding ding ding*

if the data is corrupted, dont they have a backup?

people are afraid that their characters are lost forever, some kind of reply saying that it's not would give us comfort.

you see, the whole issue is not that we cant wait for them to fix it (let them take few months AFTER 2.0 for all i care), but we DO need a straight answer, something like:
1) your data is gone forever, sorry, deal with it.
2) rest assured, the problem is this or that and we'r working on it.

[Foxichi]

I just called them, the guy I got on the phone was trying his best at gathering all the information about the fight to give to the guys in Japan a clue on what's going on, just keep sending more information, they'll get it done. He was very nice on helping me through this, a lot of people probably called him before so he was pretty quick on this subject, so it's already top priority and known, just keep your fingers crossed!

[HiirNoivl]

^^ That's great news Fox. Months and Months seems like a different issue from what I was thinking you were talking about. From the other thread I thought it was only 24 hours that people were locked out.

[Foxichi]

Yeah, character data isn't corrupted, it's just the instance is stuck on a connection error (thinking you're still in a party with people while reconnecting to the instance.) for people to get out, I'm pretty sure other parties outside can get in, but it's matter of time before they happen to share the same fate of going at the same time.

Basically just keep sending info to them, so they can resolve it.

[HiirNoivl]

I know that the moogle instance is crashing. Do you know if that's related? I was scared to go in there after crashing a bunch of times.

[Foxichi]

Moogle always had problems since it first came out, but if it's really bad at d/c'ing everyone, I should say steer clear from it and give them information about that instance.

Or ask people to go in one by one, instead of going at the same time.