Squeenix Customer Support?

[Sev]

Well eh.. Has anyone had experience in dealing with them before? I'm having some strange issue where my one-time password is somehow invalid (Suspect my account was compromised and the device changed). Having tried to figure it out for a few days and failing, I sent off an email to support, and after 2 days I got a reply that was clearly an automated response and did not address my problem at all. So, at the bottom there is a line detailing that this email can be replied to for further assistance, and I did... Only 4 days later, I have yet to receive a reply, despite their 48 hour reply promise. 

 

This has gone on for over a week now, happily munching into my remaining subscription days and honestly getting a bit miffed. I understand there must be a lot of tickets out there being so close to launch and the bot epidemic... But getting an automated reply and pretty much ignored leaves a bad taste - it's almost as bad as Blizzard support.

 

I've never dealt with Squeenix support before, so, is stuff like this normal or am I just unlucky?

[LiadansWhisper]

Check your spam filter, because it might be there.  Barring that, you need to call them.

 

Their support number is (310) 846 - 0345

 

It's not toll-free, so be warned.

[Sev]

Aye, have been keeping an eye on the spam box, but there is nothing there. If I don't get a reply in the next 2 days I probably will call them, but I'm highly apprehensive of doing so due to international call rates, suspicion I'll be put on hold for 40 minutes racking up a huge bill, and the awkward timezones.

[Chisae]

Good luck with that... I filed a ticket three weeks ago and have only got their notice that it was recieved. Mine could have been resolved in a couple minutes with either a yes or now answer... but nope...

[Sev]

Good luck with that... I filed a ticket three weeks ago and have only got their notice that it was recieved. Mine could have been resolved in a couple minutes with either a yes or now answer... but nope...

 

Wellp. This is going to be a long wait. *Puts feet up and twiddles thumbs*

[Hali]

They can't fix token stuff over email. I've been locked out of the game for the last few days (though this is my fault as I'd not saved the reset password and wound up needing to replace my phone).

 

I got an email back just now telling me that it's a matter that cannot be handled via email, rather by chat or phone. It went on to suggest that I have my ticket number, regardless, to attempt to expedite the process (though I don't see what good that'll do with those methods).

 

Good luck. Unfortunately, due to work, I really can't do a thing because their hours of operation are nearly exactly what I'll be asleep Friday during the day so I can work overnight. X-D;;

[Aeslyn Grey]

Sorry you are having this problem. Regarding the cost of calling - I use Google Voice to make international calls from my cell phone and it costs 2 cents per min to call the UK from the US. I have also used it to make calls to Korea last year and I think that was the same rate.

 

Once you have signed up for the voice service and downloaded the app to your phone you load some dollars onto the account which will sit there as credit if you don't use it all up. It's a hassle you shouldn't have to go though, but once it is set up you will have easy access to cheap international calls, and will know exactly how much it is costing you.

 

Hope it gets sorted out soon, good luck.

[Sev]

They can't fix token stuff over email. I've been locked out of the game for the last few days (though this is my fault as I'd not saved the reset password and wound up needing to replace my phone).

 

I got an email back just now telling me that it's a matter that cannot be handled via email, rather by chat or phone. It went on to suggest that I have my ticket number, regardless, to attempt to expedite the process (though I don't see what good that'll do with those methods).

 

Good luck. Unfortunately, due to work, I really can't do a thing because their hours of operation are nearly exactly what I'll be asleep Friday during the day so I can work overnight. X-D;;

 

Thanks for the heads-up, boy what a mess this is turning in to @_@

[Sev]

Well, I just spent 50 minutes on hold to the CA support center, only to be told my account is a European one which they don't handle... Then proceeded to call the European center and be told by an automated system that they are not taking any calls today and will respond by email or chat. :frustrated:

 

Seriously.. Worst customer support experience I've -EVER- had with anything. Normally I wouldn't be so annoyed but being forced to make international calls and wait around on hold for quite a while is pretty bothersome / expensive.

 

It would probably have been easier and cheaper just to buy a new copy of the game and start anew by now.

 

...Sorry, just had to vent a wee bit there.

[Haven's Fox]

Oh it totally sucks. Don't expect anything in at timely manner as it stands right now. Especially with account compromised things as they have a different team that works just on this bit aside from the normal CS staff.

 

Sorry nothing really positive to add with my experiences thus far. Just hang in there.

[Chisae]

I still think pwe/cryptic CS is worse, but as it stands, only just barely.

[LiadansWhisper]

I still think pwe/cryptic CS is worse, but as it stands, only just barely.

 

EA/Bioware is the worst I've ever experienced, but SE's forum mods are nazis.  >.>

[Chisae]

During the "were trying to launch" week, when everyone was trolling the tech support forum like crazy, I was trolling the trolls sometimes, and didnt get banned by the forum nazis... maybe my troll-fu wasnt strong enough to trigger the ban hammer. lol

 

EA/Bioware I didnt have any trouble with... of course I only emailed them once to get the key thingy removed from my account. That got taken care of pretty quickly.

[Sev]

During the "were trying to launch" week, when everyone was trolling the tech support forum like crazy, I was trolling the trolls sometimes, and didnt get banned by the forum nazis... maybe my troll-fu wasnt strong enough to trigger the ban hammer. lol

 

EA/Bioware I didnt have any trouble with... of course I only emailed them once to get the key thingy removed from my account. That got taken care of pretty quickly.

 

Counter-trolling is best trolling.

[Val]

I can't really speak on SE's support, but I haven't heard too many good things.

 

I can say, however, that NOTHING is as bad as Razer. Their support is horrendous and, honestly, I'd tell pretty much anyone to avoid buying products from them.

 

The first issue I had with one, the agent stopped responding to me in the middle of our conversation (e-mails). I sent several more and nothing. Called and was told that the information I gave was wrong (read the case number directly from the e-mail) and.. well. It was a horrid experience. Took me six months to get a replacement.

[Chisae]

I will never buy from Razer ever again. Ever. I had two of their Naga in a year, both of them broke in six months.

 

Also never buy the Logitech K800 wireless keyboard it's utter crap. The keys broke, the usb cord seemed like it was made of aluminum because it was flimsy and broke within two weeks, and finally it stopped taking a charge from my computer.

[Val]

I will never buy from Razer ever again. Ever. I had two of their Naga in a year, both of them broke in six months.

 

Also never buy the Logitech K800 wireless keyboard it's utter crap. The keys broke, the usb cord seemed like it was made of aluminum because it was flimsy and broke within two weeks, and finally it stopped taking a charge from my computer.

 

Yep. I had the naga epic. The first one broke, took me six months for a replacement. This next one is working fine but the cord is frayed to hell and back and they aren't responding to me. Again.

[LiadansWhisper]

During the "were trying to launch" week, when everyone was trolling the tech support forum like crazy, I was trolling the trolls sometimes, and didnt get banned by the forum nazis... maybe my troll-fu wasnt strong enough to trigger the ban hammer. lol

 

EA/Bioware I didnt have any trouble with... of course I only emailed them once to get the key thingy removed from my account. That got taken care of pretty quickly.

 

Well, I got a 10-day ban for asking someone if he had been dropped on his head as a child.

[BlessedSilence]

Square Enix Support Survey

 

There ya go ....

[Sev]

Wellp, got the software token removed and regained access to my account after calling support in Europe. No time on hold, lass on the other end solved my issue within 5 minutes. The NA center must be horribly overworked/understaffed.

[Val]

Wellp, got the software token removed and regained access to my account after calling support in Europe. No time on hold, lass on the other end solved my issue within 5 minutes. The NA center must be horribly overworked/understaffed.

 

I once worked tech support for Motorola's broadband modems/routers. It wasn't until after I got moved to that position from where I was that I found out that we were the only call center in the U.S. for people to call.

 

The only one. There were about 80 of us, tops. We worked 12 hour shifts, 4 days a week. It wasn't horrid, but that kind of thing can really grate on you--especially knowing that there's absolutely zero break time outside of your given breaks and.. bleh.

 

Complaining aside, I can certainly see how an overworked/understaffed site can be. If that's the case, I feel horrid for them. It's not fun at all.

[Sev]

 

I once worked tech support for Motorola's broadband modems/routers. It wasn't until after I got moved to that position from where I was that I found out that we were the only call center in the U.S. for people to call.

 

The only one. There were about 80 of us, tops. We worked 12 hour shifts, 4 days a week. It wasn't horrid, but that kind of thing can really grate on you--especially knowing that there's absolutely zero break time outside of your given breaks and.. bleh.

 

Complaining aside, I can certainly see how an overworked/understaffed site can be. If that's the case, I feel horrid for them. It's not fun at all.

 

Wow, I didn't think a company as large as Motorola would have only one center. But.. Feel bad for SE support now, especially only a month after launch. Can only imagine what it must have been like over there closer to release. Those poor, poor souls.

[Val]

 

I once worked tech support for Motorola's broadband modems/routers. It wasn't until after I got moved to that position from where I was that I found out that we were the only call center in the U.S. for people to call.

 

The only one. There were about 80 of us, tops. We worked 12 hour shifts, 4 days a week. It wasn't horrid, but that kind of thing can really grate on you--especially knowing that there's absolutely zero break time outside of your given breaks and.. bleh.

 

Complaining aside, I can certainly see how an overworked/understaffed site can be. If that's the case, I feel horrid for them. It's not fun at all.

 

Wow, I didn't think a company as large as Motorola would have only one center. But.. Feel bad for SE support now, especially only a month after launch. Can only imagine what it must have been like over there closer to release. Those poor, poor souls.

 

You would think! Needless to say, that center is no longer operational. I'm not quite sure what happened because I quit ASAP. We also handled all of the e-mails--so you had those techs doing tech calls all day PLUS answering e-mails while on the phone with customers. Horrid work ethic, and since I haven't much cared for Motorola. 

 

I'm sure they had other centers to handle other things, but as far as the routers and such went it was just us. I can't say that SE is like that, but it makes me wary to get entirely angry at the tech support without knowing how the company is using it. If there's multiple centers, then I.. don't see much of an excuse.

[Aleister]

SE's customer support is pretty bad from what I've heard from Liadan.. I myself just got a small taste when I requested to restore a item that I accidentally deleted but that was OVER a month ago. A week or two again I requested to cancel it because theres no point. Might as well farm it again which I did.

[Dravus]

I suspect that their hands are tied and that the investors haven't put much money towards customer support. It's sadly considered more of a luxury than a necessity in this day and age, largely because the same laws that apply elsewhere aren't often embraced online.

 

If I had a very negative experience with a staff member in a store I went to I'd be able to hold them accountable. The same cannot usually be said online, since there isn't nearly as much accountability as in the real world. It's pretty complex, since the laws that apply in one country don't necessarily apply elsewhere.