Support Fail

[SophiaParatus]

I'm currently having an issue with my account (posted in a thread here: http://forum.square-enix.com/ffxiv/t...87#post1233687 ), so I went to get help from the live chat option on the account support site. I was put in a queue of 69 people and waited for over 2 hours. When it finally became my turn, a message popped up that said there were no agents available to help me and to try again later. I refreshed the request and there were 74 people in queue. Seriously? What good is live chat if there isn't actually a live chat? The email people take a week or more to respond, and there's a 50/50 shot of it actually being useful. So I thought I'd try the live chat. Apparently that's even worse because no one's actually there. (Note that this was at 2:30 PM EST, so right in the middle of their "available time".)

[Amigwyn]

I had this exact issue. Then I went back and waiting again. Another 2 hours. Thankfully I had other things to do while I went from 69th back to 1st again. I did get someone, told hem my issue then was told I'd have to "call support for security issues". I looked UP MY ISSUE and even entered it into a form before I clicked CHAT and was NEVER told that I wouldn't be able to be helped via CHAT. I was annoyed but figured I could sit my phone next to me while I was on hold so I went ahead and called. The "On Hold" system SUCKS! They have a pre-recorded message, four RINGS then pre-recorded message all over again. Over and over and over. At least give me SILENCE or some kind of MUSIC. But constant ringing? I have a headache now. So I'm on hold for 1.5 hours and it hits 6PM PST. And I'm still on hold. No notice that calls aren't being answered anymore - just on HOLD. Very poor system! VERY poor!!