Square, your NA/EU data centre has serious issues...

[Appleh4x]

Marishi your counter argument to my direct response from SE themselves is that they are lying about having congested servers? They would keep their mouths shut before directly lying to someone.

[Marishi-Ten]

Marishi your counter argument to my direct response from SE themselves is that they are lying about having congested servers? They would keep their mouths shut before directly lying to someone.

Not at all. Look at how that email is written. That wasn't written by an actual CS rep from Square, I can promise you that. That's an auto generated email or a canned response email (think SFDC email templates). How many tickets have you opened with them? If I were the CS rep with your cases, I would reply to you with a blanket statement hoping that will make it so you stop contacting the company and you will be satisfied with whatever response is given. The last thing I would want from you is yet another case that I have to dupe out or address for the same reason to the same person with the same information that I'm not at liberty to give out.

They gave you a response hoping you would be satisfied enough to stop calling/logging tickets.

Notice how that's not signed by a person, but the "support team". That's an auto generated email. I bet not a single person looked at your case but dropped it into a canned response queue and ran the send job.

Welcome to support from a publicly traded company.

[Appleh4x]

Not at all. Look at how that email is written. That wasn't written by an actual CS rep from Square, I can promise you that. That's an auto generated email or a canned response email (think SFDC email templates). How many tickets have you opened with them? If I were the CS rep with your cases, I would reply to you with a blanket statement hoping that will make it so you stop contacting the company and you will be satisfied with whatever response is given. The last thing I would want from you is yet another case that I have to dupe out or address for the same reason to the same person with the same information that I'm not at liberty to give out.

They gave you a response hoping you would be satisfied enough to stop calling/logging tickets.

Notice how that's not signed by a person, but the "support team". That's an auto generated email. I bet not a single person looked at your case but dropped it into a canned response queue and ran the send job.

Welcome to support from a publicly traded company.

An auto generated email wouldn't make such a bold claim as taking responsibility for server issues, because if they lied it would cause a lot of problems. That is my only ticket, and the second email inline, I didn't harass their support team I just wrote them a very long message detailing my issue and the steps I took to check if the problem was on my end. The email is written in a very straightforward manner, that you would be in denial about their own statement is ludicrous. The only reason you won't admit it is because you are so adamant about being right in your own way.

[Marishi-Ten]

An auto generated email wouldn't make such a bold claim as taking responsibility for server issues, because if they lied it would cause a lot of problems. That is my only ticket, and the second email inline, I didn't harass their support team I just wrote them a very long message detailing my issue and the steps I took to check if the problem was on my end. The email is written in a very straightforward manner, that you would be in denial about their own statement is ludicrous. The only reason you won't admit it is because you are so adamant about being right in your own way.

I'm not adamant, I just know the CS process. Say you're the CS rep. You are getting literally HUNDREDS of cases a day about the same issue. It's going to irritate you and you will soon become despondent over so many people demanding answers you can't give. You also deal with so many that you become apathetic to the problem (this is called "burning out" in the industry). So you cope by sending out blanket emails. You're meeting your metrics while keep the queue low. This is win-win till QA catches this and 0's out your scorecard for providing inaccurate information, but is viable for a time.

It's not lying. It's telling people what they want to hear so they stop contacting them. I don't blame them honestly. The CS team is probably deadlocked all day long with no support and no hiring on the horizon. I bet only their directors and upper management have access to the Japan offices directly. The CS team won't so they literally can't provide any information and the information they do get is outdated. The company is also keeping them in the dark as they don't trust them to keep internal information internal. There is a reason why the CS department in any company is the last to know. If I was in the Square CS department, you bet I'd churn and burn requests all day long just to stay above water.

Sending an automated message stating "yep it's us our bad" is easier, faster, and more efficient that addressing your issue directly.

I've pointed this out before, but notice that the email isn't signed "John, CS Team, Square Enix NA". A person didn't write that email. It's a canned response. It means little to nothing. Now, if you have a CS rep email you without the standard CS templates and giving you his/her name, we can talk as that's a completely different story.

[Appleh4x]

I'm not adamant, I just know the CS process. Say you're the CS rep. You are getting literally HUNDREDS of cases a day about the same issue. It's going to irritate you and you will soon become despondent over so many people demanding answers you can't give. You also deal with so many that you become apathetic to the problem (this is called "burning out" in the industry). So you cope by sending out blanket emails. You're meeting your metrics while keep the queue low. This is win-win till QA catches this and 0's out your scorecard for providing inaccurate information, but is viable for a time.

It's not lying. It's telling people what they want to hear so they stop contacting them. I don't blame them honestly. The CS team is probably deadlocked all day long with no support and no hiring on the horizon. I bet only their directors and upper management have access to the Japan offices directly. The CS team won't so they literally can't provide any information and the information they do get is outdated. The company is also keeping them in the dark as they don't trust them to keep internal information internal. There is a reason why the CS department in any company is the last to know. If I was in the Square CS department, you bet I'd churn and burn requests all day long just to stay above water.

Sending an automated message stating "yep it's us our bad" is easier, faster, and more efficient that addressing your issue directly.

I've pointed this out before, but notice that the email isn't signed "John, CS Team, Square Enix NA". A person didn't write that email. It's a canned response. It means little to nothing. Now, if you have a CS rep email you without the standard CS templates and giving you his/her name, we can talk as that's a completely different story.

A lie is a lie, and when dealing with technical issues there are no shades of gray about it. You are simply refusing to see the (admitted by SE) fact that they have over congested servers which is causing those hundreds of support tickets to be sent each day. Considering I'm the only person who has posted that email, where do you get off thinking such a bold claim is a canned response?

[Appleh4x]

BTW the range of IPs currently suffering lower QOS has changed in the last two days which is why so many more forum topics are being made about it. My QOS is fine now, not to say that after the next maintenance it won't go back to 90k and lag.

[Raist]

good grief.. still digging in the heels on this not being a sort of form letter? Guessing Appleh4x has little to no experience with the SE support portal. You will know when you get a more personal email from them. Even though it will still be a guarded response, it has a different "feel" to it. But, the format of that response alone is a dead giveaway... I mean seriously, that separated line right after the salutation, and "Please find your answer below."? If they had a FAQ on this, it would likely have nearly identical language to that middle section. There may be more obvious tells in the source as well, but this fits the format for the typical form letter response:

Dear Valued Customer,

Regarding your recent support request regarding <insert array selection here>. Please find your answer below.

<insert copy/paste or otherwise scripted response here>

Thank you for contacting the SQUARE ENIX Support Center.

This kind of thing is used all the time to streamline things, and it's not just SE. Countless companies employ these things when there is a common issue that they are getting hammered with.

[Raist]

hmm.. that is interesting indeed Noah_. Been seeing a lot of traces go up that have a *** right after 38.122.42.34. Just before jumping into the 199 Ormuco subnet. Wonder if perhaps you've stumbled on something there.

Unfortunately, that IP is in the private IP space established by IANA. A generic lookup is basically just going to point you to IANA, and not tell you much. There have been some long-time network gurus posting in some of these threads... perhaps they can get a good dig on it somehow. Always defer to the CNA types when something like that comes up.

Oops.. just noticed the route actually changed slightly at hop 12. Even though it is in the same subnet, I changed the bold markup to make it stand out at hop 12 instead.

Edit:
This is strange indeed. I get routed through that when I try other IPs in that subnet as well. It must be some sort of dedicated line or something--relay, specially bonded T1, maybe even a VPN. Why the private IP shows up for me though is puzzling. I can't ping it or trace to it (well, not in the normal sense--it comes up as localhost). Maybe because I opted to root my home network in the 10 and not the default 192 private space, it's showing it to me. Who knows. But it is weird indeed.

[Julusp]

Just to make thing clear (from Slovakia to NA/EU server):
Tracing route to 199.91.189.57 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 10.0.1.1
2 3 ms 3 ms 3 ms dial-92-52-32-1-orange.orange.sk [92.52.32.1]
3 1 ms <1 ms 2 ms 192.168.102.13
4 2 ms 2 ms 1 ms te0-0-0-6.ccr21.bts01.atlas.cogentco.com [149.6.26.45]
5 10 ms 10 ms 10 ms te0-4-0-2.ccr21.muc01.atlas.cogentco.com [154.54.74.194]
6 15 ms 15 ms 16 ms te0-5-1-0.mpd21.fra03.atlas.cogentco.com [154.54.74.210]
7 21 ms 22 ms 22 ms te0-5-0-3.mpd21.ams03.atlas.cogentco.com [154.54.78.169]
8 29 ms 29 ms 29 ms te0-0-0-0.mpd21.lon13.atlas.cogentco.com [130.117.1.98]
9 36 ms 41 ms 36 ms te0-3-0-0.ccr21.lpl01.atlas.cogentco.com [154.54.60.102]
10 106 ms 107 ms 106 ms te0-5-0-4.ccr21.ymq02.atlas.cogentco.com [154.54.87.66]
11 106 ms 106 ms 106 ms 38.122.42.34
12 * * * Request timed out.
13 106 ms 106 ms 106 ms 192.34.76.2
14 105 ms 105 ms 107 ms 199.91.189.234
15 108 ms 106 ms 106 ms 199.91.189.57

Those * * * on 12 hop does NOT mean anything, the server there is just refusing traceroute/ping (ICMP) request, so it will give you no info.

[Jougen]

Here's my tracert, 100m\bit wire (NetByNet), Moscow:

1 <1 мс <1 мс <1 мс 192.168.1.1
2 1 ms 1 ms 1 ms msk-b13-s49.ti.ru [212.1.254.115]
3 1 ms 1 ms 1 ms 212.1.252.77
4 9 ms 7 ms 7 ms 78.25.83.161
5 66 ms 66 ms 65 ms 10.222.241.38
6 * 53 ms 53 ms ae52.edge7.Frankfurt1.Level3.net [195.16.162.53]

7 53 ms 53 ms 54 ms ae-3-80.edge4.Frankfurt1.Level3.net [4.69.154.13
6]
8 54 ms 54 ms 53 ms 4.68.111.26
9 157 ms 157 ms 156 ms if-5-2.tcore1.PVU-Paris.as6453.net [80.231.153.1
21]
10 190 ms 170 ms 165 ms if-2-2.tcore1.PYE-Paris.as6453.net [80.231.154.1
8]
11 * 174 ms 175 ms if-5-2.tcore1.L78-London.as6453.net [80.231.130.
1]
12 176 ms 179 ms 173 ms if-2-2.tcore2.L78-London.as6453.net [80.231.131.
1]
13 167 ms 166 ms 171 ms if-20-2.tcore2.NYY-NewYork.as6453.net [216.6.99.
13]
14 183 ms 180 ms 181 ms if-2-2.tcore2.MTT-Montreal.as6453.net [64.86.226
.13]
15 191 ms 182 ms 185 ms if-0-2.tcore1.MTT-Montreal.as6453.net [216.6.115
.89]
16 181 ms 177 ms 177 ms if-5-2.tcore1.W6C-Montreal.as6453.net [64.86.31.
6]
17 236 ms 241 ms * 66.198.96.50
18 246 ms 251 ms 257 ms 192.34.76.2
19 243 ms 252 ms 246 ms 199.91.189.234
20 278 ms * * 199.91.189.57
21 228 ms 226 ms 220 ms 199.91.189.57

Either they buy a datacenter in eu, or i'm done when sub expires.