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Sqaure-Enix Support experience.
udinthrik
Member UncommonPosts: 73
This is just the latest experience I've had with Sqaure-Enix Support. I have had a copy of ff11 for years but never played it because of this same issue. So in hopes that they fixed their terrible playonline program I decided to try again, just to get the ffxiv veteran boots... So 6 years later, and the program still sends your name in caps.... and not once did they seem to even ackowledge it in my chat with them. They basically just ignored me and used their chat macros LOL
This is NOT an "I hate ff14 thread" Im simply posting this because I garuntee im not the only one trying to get those boots.... and because its pretty damn comical.
Please hold for the next available agent to assist you. To better assist you, please have the following information ready:PlayOnline ID,Full name on the account,Date of birth,PlayOnline registration code,First 4 and last 4 digits of the CC.
All agents are currently busy. Please stand by.
You have been connected to Agent _______.
Agent _______: Hello, ME, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
ME: Im trying to make an account, but cannot with the playonline client because the program sends your name in full caps and without a middle initial.
ME: so it gets rejected
Agent _______: In order for us to more accurately address your issue, we will require additional information. Please give a brief explanation of the issue you are having and please include any error codes or messages you are receiving.
ME: 60257 i believe
ME: i have contacted my bank, and they told me exactly what the problem is
ME: the program sends your name in full caps and without a middle initial.
Agent _______: That error code generally means that the servers are busy, waiting 30 minutes to an hour between registration attempts will usually resolve this problem. Have you tried that yet?
ME: yes
ME: for 3 days
ME: an attempt is being made on my bank account.
Agent _______: Alright, if that is the case then the other thing it means is that your credit card information is not being entered exactly as it appears on your bank statement. I would suggest getting your bank statement, and entering the same payment information exactly as it appears there.
ME: like i said, the playonline program will not let me
Agent _______: Unfortunately, your issue requires Tier 2 support. One moment please while I transfer you to our Tier 2 department and the next available representative will be with you shortly.
ME: it only alows yoru full name in caps, and no middle initial
ME: k
Agent _______ has left the session.
Please wait while we find an agent from the SEA FFXI Tier 2 OL department to assist you.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
You have been connected to Agent _______.
Agent _______: Hello, ME, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
ME: hello Agent _______
Agent _______: I do see your POL US account is linked to a EU SQEX Account.
Agent _______: Would you like to recover your POL Account?
Agent _______: I do apologize, You're having a credit card issue?
Agent _______: which error are you receiving?
ME: i had a pol account already?
ME: i was trying to create i new account
Agent _______: I apologize for the confusion. I am asking for the specific error code you are receiving
ME: ive never had a pol account, that i am aware of
ME: 60257
ME: Im trying to make an account, but cannot with the playonline client because the program sends your name in full caps and without a middle initial.
Agent _______: This error could be a number of things:
ME: according to my bank
Agent _______: 1. it is our normal busy server error, however if you are getting it consistently and during the middle of the month, it is unlikely that this is the issue. (we can rule it out almost, but keep it in the back of your mind)
2. it could be a network connection issue. Even if you're connected to the internet without problems, our billing servers sometimes require specific subnet carriers that can be blocked from time to time by certain routers or even ISPs. To remedy this temporarily, we will have you try removing the router from the network, power cycling the modem and re-plugging the modem directly into the system for registration.
3. This is less common however sometimes the information entered, though correct, might not work with our system if it does not appear exactly like it does with your financial institution. Sometimes even case sensitivity can cause this. Abbreviations seem to effect this too. Make sure if you're typing "Street" that it is in fact Street as your bank has it instead of ST or st., etc.
ME: well, an attempt is being made to my bank account, and being rejected
ME: so i think that rules out 1 & 2
ME: and my bank says they have had issues with playonline before, because it only allows you to enter your full name in capitalized letters without any middle initial
ME: and i verified all information i have been entering with my bank
Agent _______: If this is the case, I would consider it being the first 2 options.
ME: huh?
Agent _______: Even if your financial institution rejects the link, we cannot rule the other possibilities out.
Agent _______: Also our servers can be busy at this time, because many are trying to access the game for the FINAL FANTASY XIV perks.
Agent _______: Please give these 3 things a try (including removing your router) and try the card again. If it does not work for you, try a different card.
ME: yeah, ive been trying repeatedly for 3-4 days though
Agent _______: With that, I will recommend following the above 3 steps, and try the same or different card.
ME: I have tried directly connecting to my cable modem
ME: and I have tried 2 other cards.
ME: is there anyw ay to bypass playonline?
Agent _______: unfortunately, no. You must use it to create your account.
Agent _______: Can you tell me something about your modem: how many Ethernet ports do you have?
ME: it is a surfboard extreme cable modem
ME: only 1 port, going to my router.
ME: then my router splits to 3 computers.
ME: but i have tried directly connecting to my cable modem, with same results
Agent _______: You may need to power cycle it again, however with that, we can more than likely rule out #2; however #1 could still be an issue. As many people have tried going through our system recently.
Agent _______: Please be patient if our systems are busy. Try once an hour, and with different cards than that you have tried.
Agent _______: We also recommend those pre-paid debit cards, they work in our systems great.
ME: Ok its pretty clear this support just runs people in circles... I do appreciate your help and i know this is all just routine you must follow.
Agent _______: Thank you for visiting the SQUARE ENIX Support Center, ME! Take care and hope to see you online!
Thank you for using our SQUARE ENIX Support Center chat line. Take care and hope to see you online!
Your session has ended. You may now close this window. 
Comments
What can I say, POL sucks. Just about anyone can tell you that.
looks to me he was attempting to help you and you just told him to get lost.
but yeah play online sucks.
this isnt the first time i went through this, i went through another chat support and 2 phone calls, they ALWAYS say the same things, and they completly ignore any actual information you give them.
Agent _______: Can you tell me something about your modem: how many Ethernet ports do you have?
... Bwaaahaaahaaaha aha ha haha *ehem* ... ahaaaa haa ha ha!
Classic "I don't know what to do next" or "I don't want to talk to you anymore."
Square frontline support is going to be praying for the end of this week or whenever their weekend starts. Sat and Sun should be hot there too.
Dont feel like using a pre paid debit card? sounds like you are ignoring their suggestions..
My job is phone support, so i know how things work, and i know they can only do what they are told to do. Thats why I removed the agents (probly fake) names, because I know its not their fault, it's their compinies scripts/rebuttals
If you really think I was mean, you really have no idea lol. Trust me, this guy was begging me for a way out, because he could do nothing.
You really think I should be required to go buy a prepaid debit card when they use an ancient program that submits incorrect syntax?
yeah there was a very long gap before i answered too, In my mind I was like, really? I knew He could do nothing more at that point. He ran out of script rebutals
I never thought i'd see the day someone defended play-online lol i can die having seen it all
I'm still not convinced you were actually talking to a human being. It looks like a very poor http://en.wikipedia.org/wiki/Turing_test application. Good luck getting this situation resolved soon.
I don't care if you were mean or wanted to buy him flowers. If you want to play the game and you cant because there is a problem with your bank or with their ancient play online system. You might want to think about getting a pre paid debit card... so yeah you wont really be buying a debit card... you'll just be paying the monthly fee..
If you posted this just to show everyone your bad run in with support. then i guess i'll just stop talking because idc. but if you were looking for a solution that sounds like your best bet.
Its pretty bad from the little experience I had. As some of you may already know I had a weird graphic bug in the character creation that I couldn't get past and into the game. I wrote that I had reinstalled the game and drivers many times, and tried older drivers etc. Yet they insisted that I should do so, they only gave me the standard answers everytime. And when the beta ended they just said, the beta has ended, I hope you enjoyed the game, and I hope to see you in the game next week. Fuck sake that pissed me off. But hopefully I won't have the same problem at release, and if so they will probably give me better support, seeing as the game is live and not beta. Still horrendous treatment.
This doesn't really shock me after having them tell me I don't need to apply for an open beta key, but then I do. Then Open beta is delayed, and I still can't access beta forums lol.
I had a feeling their customer support would be terrible.
I'm more shocked that fanboyisms here think he was mean, lol. That customer service is hilarious. Clearly it's problem 1 or 2.
I really don't want to play this game, heres to hoping my gaming crew decides to veto this game. (I was so hyped for it too, even if it was a generic game I would of been on the bandwagon dropping my cash. Or even if it had a quest system that wasn't absurdly retarded..)
My favorite part is during that interview that was posted when the producer was asked if they would have recipes in game, and he responds they might put a small list on the website.. lol wtf? What kind of game promotes going to websites just to look up information that should be in the game. o_o Oh well.
I think it was a real person, but they were cutting and pasting frequently. Probably some outsourced Indian tech support (knowing that a lot of tech support is outsourced there) given instructions to cut and paste as much as possible to avoid revealing their nationality.
the phone support guy suprisingly sounded liek a generic american accent, but with gamer dialect, if that makes any sense to you.
@udinthrik - I feel your pain dealing with typical tech support now-a-days.
However, I did get a wonderful chuckle with several of the replies to this thread. The FF fanboys insist that udinthrik did something wrong. He had already isolated the issue for both support persons...the first of which initially ignored the problem, then finally directed him to Tier 2 appropriately. Tier 2 completely ignored the customer and provided completely useless options (2 of which were already demonstrated to be non-issues...and the whole modem line of question was utterly irrelevant).
The FF fanboy response...you're doing it wrong. Muahahahahahahahahahaha. Priceless!!
So you were trying to buy a FFXI account? to get some boots for FFXIV?
can't you just buy the steam version of XI to get the same thing?
at least they've learnt a few things with XIV and accept paypal
i read you still have to download their playonline client for account management.
Thing is, why should someone have to buy a pre paid debit card to play a game due to the account management system being a POS? Surely SE knew about people having such an issue and could have easily fixed the system but apparently never bothered.
And there are a lot of prepaid debit cards out there, sure, but most of them charge you fees for using the card, which then makes that monthly FFXI fee just a tad bit bigger than it was supposed to be.
I mean if his bank is having issues with PlayOnline then others might be as well. When I played FFXI a friend of mine couldn't because his bank had problems with the service to the point they blacklisted it. I ended up having to use my card for his acount, which while it didn't bother me because he always paid me for it, was an incoveinece that should have been corrected a long time ago.
Simple fact of the matter is it's not his fault for SE having a shotty system, it's SE's. And he shouldn't have to purchase additional debit cards/change banks/etc due to unresolved incompetent programming.
There are 3 types of people in the world.
1.) Those who make things happen
2.) Those who watch things happen
3.) And those who wonder "What the %#*& just happened?!"
Wow he only answered you "un-scripted" a couple of times... That blows. I think the one time I talked to them we actually had a full on conversation. (it was about recovering an old character that may or may not have been deleted). S/he was actually very helpful for me.
Taru-Gallante-Blood elf-Elysean-Kelari-Crime Fighting-Imperial Agent
Hmm.. depends.. do you speak FFXIV Fanboi? I think that's the only thing that gets through to him.
dont worry, they still use my information from 2003 when I call with a POL issue lol.