Pre-Ordered? Thats your fault!

[Myrik]

well more or less I was directed here to exchange my EU pre-order collectors edition code for a NA one..

what really pisses me off here is that they openly admit that the pre-order meant nothing.. only what site I bought it from.. ridiculous.. absolutely ridiculous.. im really having second thoughts about continuing to support this game from this point forward.. im not sure that I like the idea of "you have a problem? not our problem!" attitude from Square Enix..

below is the conversation between me and a SE lackey today where nothing was done other than him repeatedly telling me he didn't know anything about SE's policies and that he was sorry for that.

"Agent Daniel C: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Daniel C: While I look over your ticket information, may I have your first name please?
You: sure thing
You:
You:
Agent Daniel C: Hello
You: hi there
Agent Daniel C: So you received a wrong region code, is that correct?
You: yes I have a north America account and a different region pre-order
Agent Daniel C: Did you pre-order PC or PS3?
You: PC
Agent Daniel C: Okay, and was it digital or physical
You: physical
Agent Daniel C: The reason why I am asking, is because you are a 1.0 member, and get the game for free. As such, you cannot put the physical collector's edition onto your current account.
You: right I know that. I wanted to apply the pre-order code for the early access items to my 1.0 account is why I ordered it
Agent Daniel C: Oh just the pre-order code. Okay, is it a 6-3-6-3 format? Or 4-4-4-4
You: 6-3-6-3
Agent Daniel C: And you have attempted to add that code to your account recently?
You: I don't know where to go to do it now I tried to find it on mogstation
Agent Daniel C: Okay, so on the Mog Station, Click on Account Services
You: The code's region is inapplicable.
You can only enter codes from the same region as your Square Enix account.
You: i just entered it
Agent Daniel C: Can you paste that code for me in chat please.
You:
You: want me to screenshot/share the page i got?
Agent Daniel C: I cannot see attachments, but I can verify that is an EU code.
Agent Daniel C: For security reasons, we are unable to address your account issues without first verifying your identification. Please provide us with as much of the following information that you can:
Name
Date of Birth
Email
Address (Including City/State/Zip code)

You:
You:
You:
You:
Agent Daniel C: And where did you preorder the game from?
You: http://www.game.co.uk/
Agent Daniel C: Unfortunately Leonard, because the game was purchased from a European store, the code you were issued is the correct code. If it was a North American store such as Gamestop, that would be different. I do apologize for the confusion.
You: ok so what do i do to get my pre-order items?
Agent Daniel C: Unfortunately, at this point it is not possible to receive the pre-order items from Square Enix. You may try another souce for a pre-order code, but our retailers are no longer providingthese codes.
You: wait.. so because i pre-ordered from an online source outside the US even though i did in fact "pre-order" im ineligible for the items included in the "pre-order" because of the way SE labels accounts?
You: and what exactly is another source? as far as i know the ability to pre-order is over since the game has been released.
Agent Daniel C: Correct, you pre-ordered a game from outside of your service region, so you were given a code based on that service region. I do apologize for the inconvenience.
Agent Daniel C: You are still able to add a pre-order code, should you obtain a valid one from another source other than our retailers.
You: ok... so why cant i exchange this code for one in my "region"? seems to me that would be logical..
You: ok, is it a bannable offence to trade codes on the lodestone since more or less that's what i feel like im being told to do?
Agent Daniel C: One Moment.
Agent Daniel C: We would not recommend trading on the website, however, I do not a that specific information if it is bannable. I would advise to check the Rules and Restrictions, and post the question in the forums for a direct answer.
Agent Daniel C: And we cannot exchange codes, as we do not have access to European accounts or issues.
Agent Daniel C: Again I do apologize for the inconvenience and wish I had a fix for you. We appreciate being a Legacy member and still pre-ordering the game from us. We just do not have a way to assist you on this issue.
You: ... so to clarify. i "pre-ordered" the game.. and yet am ineligible for the pre-order items? is there a link to a Square-Enix website detailing the conditions of eligibility for pre-order items? id like to look that over as well.
Agent Daniel C: Please hold for one moment.
Agent Daniel C: When you purchase a game to add to your online account, it must be for your region. I do not have a link available for this information.
You: so.. and is that just SE policy or what? because i have copies of other games that are not in the US that work just fine..
You: if this is an SE policy can i please have a link to the page that details that?
Agent Daniel C: We do not have a specific page for this clarification, as attempting to play an online game with one region, with a different region game is not possible at this time. Again I do apologize for the inconvenience.
Agent Daniel C: Are there any different issues I can assist you with right now?
You: also you mentioned the rules and restrictions can i have a link to that policy page as well? sorry im asking but you recommended these things to me and if these are policies for game time that im paying for i believe i should be allowed to access the polices im agreeing to.
Agent Daniel C: One moment.
Agent Daniel C: forum.square-enix.com/ffxiv/threads/63104
Agent Daniel C: If those do not answer your questions, I advise to post a thread on the new player help forums for more information.
Agent Daniel C: Are you still there
You: ok so one last time to clarify before i go. i did pre-order the game, and im ineligible for the pre-order bonus items because of the region i ordered the game from. so the fact that i pre-ordered doesn't matter at all only where i bought the game from? If i had bought it from square-enix i wouldn't be eligible for the items either since square-enix is based in Japan? and lastly there is no way to address this issue properly because there is no information available to yourself or me on how to address it?
Agent Daniel C: Had you ordered from Digital River (our online store) Best Buy, Gamestop, or other North American based retailers, then you would receive a North American based code. Since you ordered from a site dedicated to the United Kingdom (UK) you received a European code. The issue has been addressed properly, Square Enix si able to assist customers who are North American account holders, bought a game in North American based retailer, and received an incorrect Pre-order code. As that is not the case here, we do not have a way to assist in this matter.
You: so then as i said. the fact that i did in fact pre-order the game does not matter. only where i purchased it from?
Agent Daniel C: That is correct.
You: that is all i needed to read. thank you for the complete lack of any support at all, complete lack of knowledge and the overabundance of apologies. i sincerely hope that tera.... i mean final fantasy xiv has a bright and shining future ahead of it.. good luck and good day.
Agent Daniel C: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Daniel C has disconnected."

[Brises]

Actually, the agent sounds reasonable. Why did you order from a UK store if you wanted to apply it to a NA account?

[Myrik]

Actually, the agent sounds reasonable. Why did you order from a UK store if you wanted to apply it to a NA account?

sold out in America for the CE. and the region shouldn't even matter their na/eu servers are in the same goddamn building.

he was reasonable sure.. just didn't know anything.. and had the typical SE approach to just say sorry till they go away.. fact is.. I pre-ordered and should receive the items for doing so as advertised.. no where did it say anything about receiving items based upon where you bought the game.

[Raiz_Cineris]

This is a reasonable conversation. You purchased from the UK........... really?

Best thing I can say is see if you can register your account to the UK with a bogus address..

[Myrik]

This is a reasonable conversation. You purchased from the UK........... really?

Best thing I can say is see if you can register your account to the UK with a bogus address..

im 1.0 ce legacy I literally only purchased the pre-order for the pre-order items. someone suggested making a EU account and all that and trying to merge them.

[Cheebone]

Sorry to hear of your misfortune and I understand your point but SE mmo's have always been region specific regardless of server location. EBay your copy and look for a North America version.

[Hokulol]

He sounds reasonable to me...

Sorry for the frustration though.

[ApolloGenX]

It's not his fault... it's SEs.

A rep named Daniel helped me yesterday. Imagine being him.. you are being forced to tell players these idiotic things because SE is completely ridiculous.

I feel badly for both of you, and it's clearly SEs fault.

[PetiteMalFleur]

You should have told them you bought it from Amazon with the wrong region code. UK store should have given you a NA code?? Gamestop was giving out codes until release. I really feel your pain in missing out on the preorder items. Maybe try again?

*edit to say, I agree it's kind of bad customer service to not just exchange the codes. Especially since you're an obviously devoted fan.

[Brises]

You can play a character in any region server you want, but when it comes to sales, different countries have different commerce laws, and no individual business can supersede them. That's why a lot of online services that involve sales are region locked. The US can't make EU do anything.