#1 Posted by indieslaw (345 posts) -

I had FFXIV collector's edition way back when, and I've been trying to get in to this new game. I'm having an account issue, big surprise.

I tried emailing them, but I received the following email a few days ago.

"Thank you for contacting the Square Enix Support Center. We apologize for the delay in responding to your contact regarding FINAL FANTASY XIV: A Realm Reborn and Square Enix account. Many of the contacts we have received involve issues that have been resolved by the recent hot fixes, issues resolved by the countermeasures we have set up to combat server congestion, or issues that have been otherwise resolved by customers themselves. Given this situation, we sincerely regret to inform you that we will be pre-emptively closing your support ticket at this time. We will be continuing to expand our Support Center team’s capabilities to provide better and faster support, but until then we ask for your continued patience and understanding. Closing your ticket was not a decision we came to lightly, and we wish to extend our sincerest apologies for not providing you with a timely response and for not being able to assist you directly. If your issue is still unresolved, we ask that you please resubmit your contact to us on the Square Enix Support Center or the in-game Support Desk."

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I tried chatting this afternoon. I waited about 2 hours in support chat queue, got to number 1 in the queue, and then got this message:

"Status: Canceled

There are no agents available to chat with you right now. Please try again later."

Refreshed the page, now I'm number 63 in the support chat queue, with a wait time of 1:02:22. But they close in 45 mins.

BWRAAAAAAHHH!!!

#2 Edited by indieslaw (345 posts) -

I should say, my current plans involve more frustrating waits than they do structure fires. I was just being colorful.

#3 Posted by Garfield518 (404 posts) -

It took me about three tries to get through the queue for the chat.

Once there, the guy escalated my ticket and it was fixed within 24 hours.

#4 Posted by TruthTellah (9068 posts) -

Keep up the fight!

#5 Posted by indieslaw (345 posts) -

Yeah, I'm positive that I just need to speak to an agent, briefly, and my particular issue will be resolved. In the meantime, the bullshit membrane I'm being asked to pierce just to reach support is amazing. Honestly, I've never heard of a company "pre-emptively closing" support tickets. That's seriously crazy customer service.

#6 Posted by BD_Mr_Bubbles (1701 posts) -
#7 Posted by indieslaw (345 posts) -
#8 Posted by I_Stay_Puft (3378 posts) -

Think this might be a good sign that it wasn't meant to be.

#9 Posted by RollingZeppelin (1973 posts) -

No videogame is worth that much frustration. If the bastards dont want to run their server properly, return the broken POS, get your money back, and stop wasting your time.

#10 Posted by indieslaw (345 posts) -

Got it fixed in a minute by speaking to an agent. So, guess I'll see you guys online.

#11 Posted by Blu3V3nom07 (4207 posts) -

#12 Posted by Marokai (2968 posts) -

You have my sword.

#13 Posted by Karkarov (3102 posts) -

Uh so wait.... you didn't buy ARR you were just wanting to get in off your account from 1.0 release.... You know that set up a crap ton of chances pre open beta for you to verify servers, do character transfers, and all that.... Oh well whatever, at least you are in now.

On the aside cut the dudes some slack, they have only 7 confirmed GM's for all the American servers combined. Their support staff is getting worked like dogs.