Is the Customer service from SE really that bad? Honest question..

[CrazyCanukk]

I am seeing constantly that the CS is bad from square Enix..


I see constantly in the forums..I sent a ticket week ago and nothing.I sent 2 weeks ago nothing..I sent a ticket and they closed it for no reason..

I can't find any number to call CS...

I have this problem and can't play the game/can't login to the game and CS is non existent..


I am only asking this because in a few weeks i and everyone else are going to decide if we are going to start forking out real $$ to continue to play the game..and if something goes wrong with your account or need CS its an important detail that there is a decent CS system in place. Maybe im worrying too much but i am big on a company providing a properly run Customer service department if i am paying for a service..and this game is still a "service" by definition.

Honest opinions Is the Customer Service in your opinion that bad from SE that it should be considered as something that may hold back Subscribing to the game. I know its not a lot of money but its still money.

[surrel]

In my opinion? For me, the customer service was non-existant and I had to buy another copy of the game to fix my own problem after over a week. I'll still subscribe to the game because I enjoy playing it *shrug*

[Schtick]

Yes.
Honest answer.

Tickets are ignored, and then closed with no resolution after they get too old.

[cane]

Yes it is as bad as people say. You can expect to wait several days for a simple automated answer. I did enjoy though getting the customer support survey in my email and I did have a good time filling that one out. Hopefully everyone who have contacted CS will do the same as that might be the wake up call they need

[MutznNutz]

As said above, the simple answer is: Yes.

They have too few staff to deal with too many problems.
Rather than employ more staff and/or streamline solutions, they simply delete everything over 48hrs old and force you to join the queue at the back.

If you need to contact them directly when a *major* issue hits (3102, 2nd Service Account, Hacked etc.) then you can expect:
1 - Several hours on the phone to a NON-FREE number, only to be disconnected before speaking to a representative.
2 - Several hours in a queue of 200+ people for a Live Chat operator, only to be disconnected when you hit #1 in the queue because "No operator available".
3 - Any and all tickets you submit to be ignored and/or deleted until you manage to speak to one of the elusive Reps.
4 - And if you are lucky enough to speak to a rep, you have (at best) a 50/50 chance of being fixed immediately, or left for up to 2 weeks waiting.

I was in Beta from P2, Pre-Ordered digital CE, and (to my shame) still intend subscribing.
However, I am still disgusted at the level of Customer Service offered by SE.
If FFXIV: ARR was not as addictive as it actually is, then I would not even consider subscribing because of the CS issues. It is no way to treat paying customers.

[Snohomie]

Awful. I am on my fourth ticket in two weeks and haven't received a response.

[Allfy]

Well woke up this morning to 3102 error, checked forums someone said to check and see if any new characters were on my account... sure enough an RMT name popped up on another server some "Zxv Zxv" obviously hacked... I live only a couple miles from the Squenix NA headquarters, or at least where their phone number is based. So called... been on hold for 1h11m now listening to: Dial Tone > all operators currently busy blah blah blah > dial tone > rinse repeat.

Yes its that bad, I'll post the NA phone number here so if you'd like to try calling feel free, but i'm warning it wont likely go well.

(858)-790-7529 (inb4 my post is edited or deleted to remove this number lol)

(310)-846-0400 - secondary number, not sure which is better if either

Email is in, no option for live support, over an hour on the phone... Good luck to anyone else trying :/

[fixitman]

Yes, their CS has been totally useless for me. I have submitted almost a dozen tickets for various concerns since Beta 3. About 1/4 resulted in responses that had nothing to do with the issue, 1/4 suggested I do things I already stated I did, and the other half were ignored. I always check every source I can before submitting a ticket, simply because I don't want to add more strain to the system unless I have to. The only reason SE CS hasn't driven me away is because all my issues were fairly minor IMO. The only major issue I had was due to settings on my computers, which I figured out on my own. I don't blame SE CS for not being able to figure that one out. They did have me call a company that had nothing to do with the issue though....

I have to admit that if I have a serious account-related issue, and they handle it horribly, I might have to move on. I'm keeping my fingers crossed that it never comes to that, because I really, really love playing FF14.

[zenmetsu]

Can't even get a number for their legal department. That is how shitty their support is. My attorney is looking into it at the moment, so once I have a contact for S-E's legal team, I will post it.

For my experience, 2 days in a row on hold for over 5 hours, today I got disconnected with a message stating that they are closed. Right now, it is 15:00 PDT, and their support is supposed to be open 0900-1800PDT. Go ahead, call them and see for yourself: 310-846-0345.

I called in at 09:01PDT and was on hold up til 14:50 when I got dropped.

[Misledz]

You're in the green if you have no issues, play it safe and everything account related has been researched before doing anything that would be dumb or make you regret it. Unfortunately too many things in this game put you in the yellow zone.