Customer Service Experience

slicknslim88

Of all the horror stories I've seen and heard of Square Enix's customer service, I thought that losing my software token was going to be a nightmare.  

For those of you who are unaware of the procedures involving a security token, here is a brief explanation.  Somehow my security software token on my phone got reset, so I needed a new registration password to register it again.  Unfortunately in order to get a new registration password, you need to be logged into your account.  In order to login you need you're one time password obviously.  In order to remove your one time password you need to have your removal password which is on your account as well, and I foolishly didn't write down.

So I put myself in a ticket for a live chat at about 3 in the morning.  Obviously the service is down at that extreme time so I wasn't surprised to see that the chat was unavailable.  I bookmarked the ticket page (do this people, very helpful), and came back to it at about 2:30 in the afternoon the next day.  I was INSTANTLY replied to by somebody from Square Enix, who had my OTP(one time password) removed in a matter of about 5 minutes after I gave him a bunch of information from my account.

Super fast, super easy, and super painless.  My account was unavailable for a total of about 12 hours.  It's good to expect the worst, but get the best sometimes, this was a win for SE customer service.