Square Enix - a single post goes a long way

[gothamhunter]

You have a 5k+ post thread right here without a single response from you guys. Anything, like a "hey, yeah we're really sorry about that, we're doing our best to get it sorted out" means the world to us who just sit on the phone or in disconnected chat queues for hours on end with no way to play.

Instead, you sit there in silence doing who knows what because we don't hear from you. Do you see this thread? Do you see how unhappy your customers are about this particular issue? Do you even REALIZE how big of an issue it is? We don't know!

If you want to keep your customers and have them believe in you, you need to communicate. Designate one person in your team to sign in here and respond to some of the larger issues so we at least know that we are being heard.

Hallowfell summed it up pretty nicely:

Yeah, that has nothing whatsoever to do with the thread the OP mentions. That update largely concerns the login restrictions, even the part about the additional free time is phrased to indicate it's an apology for 1017, not for this issue.

No, this issue is about people adding their registration codes to a second service account due to a somewhat misleading Mogstation interface. This means their EA and P4 character(s) are on one service, while their purchased game is on another. Since the service account with the character does not register a purchased game, it can't have a subscription either, which means that once our free time ran out (2 days ago) we haven't been able to play.

Admittedly, this is a mistake we made, but its an understandable one and the main problem is not the issue itself, but how its being handled. Squeenix made a form for this exact issue pretty quickly, which is great. However, as far as anyone knows, those forms are mailed to a server on a rocket and then fired into the sun because nothing happens to them! THEN, to top it all off, some people who used live-chat support got the reps there to somehow fix their accounts personally.

Thus people became even more outraged because A: it shouldn't take Live-Support to fix this issue, the forms should be being processed in their own queue.
B: This indicates the problem can be fixed, but isn't.
C: The only word from Squeenix given recently on this issue was two tweets yesterday, exhorting people to fill out the form that does nothing while their weekend wastes away.
D: This is on-top of 1013, 90000, 1017, the problems getting EA codes (Player-fixed, by the way), and the problems getting CE codes, meaning that some unlucky people have hardly played at all. Not to mention all of those have been poorly and sluggishly addressed too.

So yes, people are frustrated. Some insight into the process would be welcome. Progress even more so.

[gothamhunter]

Over 3000 in that thread now. I myself am waiting on my ticket from the 26th.

[rikauteri]

clearly they'll reply when that certain thread reaches over 9000 which is admittedly only a matter of time

[gothamhunter]

Over 4000 posts in that thread now. And look at the support comparisons:

[OddOne]

Someone WILL call this racist I'm sure, but it's been my observation (from FFXI's early days to now with ARR) that SE still operates as a Japanese company, and the culture in Japan is to shut up and get to work to fix a problem, and provide details later once the requisite work is done. This is fine for Japanese customers, who are used to this particular way of problem solving. However, other cultures, especially North America, tend to be far more demanding of regular updates on status and just generally want more information. While "we are working to improve congestion and apologize for any inconvenience" may placate Japanese players, North Americans and Europeans both prefer more of an explanation than "we know there's an issue and we're working on it." We want more details, we want time frames and completion estimates, and we ask more questions.

SE is still thinking and operating regionally but offering a global product. Their corporate decision-making reflects a more insular mindset than many global customers will find comfortable.

[Feria]

It's either they don't have enough NA/EU customer service's employee or they don't give a s*** about us...

[Mailstrum]

so not a single post from them huh http://forum.square-enix.com/ffxiv/t...72#post1111872 what more do you need????? You need your hand held and personal 1v1 suppot on a world wide problem that they are aware of and are in the process of fixing. All this data center upgrade stuff will fix the 2002 1017 the 90k errors that people are getting give it some time dang.

[gothamhunter]

Maybe you should read the reference thread I linked to; the proposed fixes they're doing do nothing for our problem.

Over 5000 posts now.

[Brotech]

http://forum.square-enix.com/ffxiv/t...17#post1132817

They have commented. Its not SE's fault if people don't look around for the answers.

[Kaitan]

That's not an answer, its a "just keep waiting" post, there isn't a single legitimate answer there. Giving me "7 days" is nice, but I dont care about the days, I want to play the product I purchased 8 days ago! Not 7 days from now.