Cust Serv has no ability to help

[Helenson]

Okay, so I was a 1.0 customer. I bought RR so that I could get into early access and have the first 30 days paid for. I figured that was worth the money.

However Customer service has said that there is no way possible for them to apply time to a customer, no matter what.

Here is the transcript:

Agent Josiah L: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: NP...thank you Josiah
Agent Josiah L: While I look over your ticket information, may I have your first name please?
You: XXXX
Agent Josiah L: Is the issue that you're having that you accidentally created another service account, David?
You: I guess, though I am not sure how I did it
Agent Josiah L: Did you attempt to apply a game code on an already existing service account?
You: Yes...I had FFXIV 1.0 and still bought the RR.
You: I want to make sure that my existing character (currently playing) stays okay
Agent Josiah L: Because you had the original version, you are entitled to a free game download of the new software.
Agent Josiah L: The original service account would still be active.
Agent Josiah L: You can't apply a new game code onto an existing service account.
Agent Josiah L: That will only create a new service account.
You: okay, but by buying the game again, I got into early access, as well as the extra 30 days
Agent Josiah L: That's true, but you still can't apply that game time, nor the game code to an existing service account.
Agent Josiah L: The 30 days is linked with the game code.
You: oh...that is not what I was told
You: can you cancel the new service account and just apply the 30 days for me. SE still gets the money I paid.
Agent Josiah L: No, I can't.
Agent Josiah L: We can't transfer game time.
You: Okay, then can I get a refund
Agent Josiah L: I'm sorry, but we don't handle refunds. Another company by the name of Digital River does that.
You: I bought the game for nothing then
Agent Josiah L: I can give you their number if you want, but I don't know if you can get a refund when you've used the game code.
You: can you send me an email confirming that I have not used that account in any way...no characters were ever created. Then I will show that to Digital River
Agent Josiah L: No, I can't send any e-mails in that way, and even if I did, the code is still a single-use code. It's already been burned.
You: can you do anything for me?
You: put a credit on my active service account or something...I am really getting the short end of the stick here
Agent Josiah L: Unfortunately, I can't really assist, as I can't credit game time, or transfer it.
You: who can?
Agent Josiah L: Nobody can, to my knowledge.
You: someone has to be able to modify an account.
You: there have to be service codes...every company has them
Agent Josiah L: No, I don't think there is an ability to modify an account to add or subtract service time.
You: So you are telling me that a company the size of SE has no way to give time to a paying customer who was told incorrect information
Agent Josiah L: Essentially, no, there's no way to give paying time to an individual customer.
You: That will be an interesting topic to talk about on forums
Agent Josiah L: I'm sorry if you're inconvenienced in any way because of this.
Agent Josiah L: Are there any different issues I can assist you with right now?

[Helenson]

Bump to top

[Sancta]

Thank you for contacting the Square Enix Support Center.

We apologize for the delay in responding to your contact regarding FINAL FANTASY XIV: A Realm Reborn and Square Enix account.

Many of the contacts we have received involve issues that have been resolved by the recent hot fixes, issues resolved by the countermeasures we have set up to combat server congestion, or issues that have been otherwise resolved by customers themselves. Given this situation, we sincerely regret to inform you that we will be pre-emptively closing your support ticket at this time.

We will be continuing to expand our Support Center team’s capabilities to provide better and faster support, but until then we ask for your continued patience and understanding. Closing your ticket was not a decision we came to lightly, and we wish to extend our sincerest apologies for not providing you with a timely response and for not being able to assist you directly.

If your issue is still unresolved, we ask that you please resubmit your contact to us on the Square Enix Support Center or the in-game Support Desk.
yeah that's nice, now how about my refund on you accidently charging me twice for Ps3 CE, and putting me in the hole on several bank accounts, cause I couldn't pay a few bills and got hit will several overdraft fees!!!!

[ckpetrone]

Same thing when i talked to customer service the key to what he just posted is right here

Agent Josiah L: Nobody can, to my knowledge. They really don't know any answers, the service rep i talked today kept putting me on hold to do research. WTH kind of research they are doing. i told him just port my character who is stuck into any town, "I dont think we can do that."

[Arioche]

People like to blame everything on CS who are just messengers (yea, they aren't personally responsible for fixing the game), when 90% of the time it's user-errors like in this case. I have no idea why you thought you'd be able to apply 2 keys to the same account, but that is not their fault in the least.

And ckpetrone, that is not what customer support is for. CS is for account related issues, they never perform in-game operations, that is more along the lines of a GM. And anyways, it's not like there isn't a built in teleport feature or anything...