Does SE Even Have Anyone Working Tech Support?

I've been trying to get into my account for a while now to reactivate, but I've run into a problem:

The one time password app on my phone logged me out a while back, and so I need to go in and get the registration password again on the one-time-password page of the Square Enix Account Management.

That being said... I can't fracking get into my account to do that without the one time password.

I've spent hours waiting for a chat representative, and hours waiting on the phone.

Does SE actually have anyone working tech support, or do they just put the links/number there to *** with clients?

It's been a week and I can't get this simple problem fixed.

That number is actually just there so Special Task Frank and Development Tim can find it to call in sick.

No, in all honesty, this is the company whose number was so hard to find for years. Googling for it was more likely to find another thread talking about it than it itself.

They do of course have Customer Support working, but they're clearly horribly understaffed. Even at the most obscure times, with no patches recent or on the horizon, they have a waiting queue.

So now we can have Special Task Frank, Development Tim, Customer Sergy and Forum Maude.

SCENE: CALLING SQUARE-ENIX CUSTOMER SERVICE

LIVINGROOM. MIDDAY.



Neosutrax
I'm locked out of my account and need to get back on to register the mobile authenticator.

Customer Sergy IN LOW, BROKEN VOICE.

Customer Sergy
I am job. Can I have it?

Neosutrax IN AGITATED VOICE.

Neosutrax
Do you speak English?

Customer Sergy CONTINUES MONOTONE.

Customer Sergy
I am job. Do you have it?

Neosutrax NOW ANGERED, SCREAMS INTO PHONE.

Neosutrax
Give me your supervisor, put him on the goddamn phone!

Customer Sergy
Job put on hold.

PHONE CLICKS AND DIAL TONE IS HEARD IN THE BACKGROUND.

Neosutrax HEARS THE DIAL TONE; BEWILDERED AND INCENSED SLAMS PHONE BACK ONTO CHARGING BASE.

Neosutrax
The *** was that about?!

You can always email them and then 48 hours later have them email you back saying they are too busy with 14 to respond to your issues. This will be followed with a generic canned response about how you can use the knowledge base to solve your problem and completely remove any doubt that they didn't bother to read your inquiry.

I got the "I'll go ahead and transfer you to the department that handles that" then wait in a "your call is important to us" que for 15-20 mins then it just disconnects.

I waited a solid 5 hours with the chat support window open while playing on the PS3 and doing housework and never got a rep on the line.

I am in week 3 of an email support ticket that they were supposed to respond to within 48 hours and finally responded to over a week later with a pile of information that had nothing to do with the issue.

SE has hands down one of the worst support services of any company I've ever dealt with.

Yeah, and I thought AT&T customer support was bad until I had to deal with Square-Enix a few years ago. Probably the most *** thing AT&T has done to me was put me on hold for an hour until the customer support service line closed at 5 PM PST. I will not forgive AT&T for that.

I rarely have issues in regards to my account but even just trying to get a simple answer doesn't help. And, more often than not, after contacting their support page, you wait almost two weeks for a response. Others have waited longer like you-- three weeks and counting. I had a friend wait a little over a month for a response from SE's customer support.

What's funny is that when I called their sales line, I got right through... go figure.

I can top that with my own phone company woes.

After having a cell phone two years, and paying on time, I thought I should be getting my deposit back. "Sir, there's no record of a desposit on your account. Can you provide a receipt?" Oh god, 2 years ago, there's no way in.. well after 6 hours of digging, I found the receipt that showed the deposit and faxed it like they asked.

"Sir, the employee must have stolen your deposit and so you won't be getting a refund."

I kept trying for like a week and then gave up, baffled. A few weeks later, I ran into programmer for that companies intranet and website and mentioned it. He was so baffled, but called me two hours later with the direct number to the VP of customer service or whatever. They got me my $200 deposit back.

Sorry for the derail Neo.

This exact same thing happen to me about amonth ago. Server between my phone and FFXI lagged and logged me out. Of course I forgot to write down the emergency code so I had to rely on SE to take care of it. I freaked out but it literally only took me 10 minutes to get it figured out (Wait time included.) My advice, since they open at 9AM PST is to initiate chat right before they open, or right after they open. So from 8:58-9:08 try and get in. Usually only have to wait 10 minutes or so because for some reason people like to contact support during peak hours. Then once you get an agent, they ask for your Name, DoB, Address and your email, and bam, token is taken off and you're good to go. Kinda scares me how easy it is to access that information, and then to go and get it removed. I guess what I'm trying to say, is be waiting at the computer for 9 and getting in there as soon as the chat opens. Best of luck! All will be well unless you used a fake birthday ha. Thank god I got mine within 10 guesses.

If your in states , use the phone#. Took me 3hrs to get someone. They either get 1000's of calls/emails. Or there is like 1 person who works there like part time, lol.

I was trying to reactivate two accounts (yay keyloggers) a couple of months ago. I, too waited for a very long time before speaking to someone. The name he gave was either Landon or London. I was very clear in telling him the problem, and yes, he helped me access one of the SE accounts. Before we could even start with retrieving the character or doing a rollback - let alone starting on the second account, he ended the call. "Thank you for calling blah blah blah goodbye." Click.

Naturally, I called back, and started waiting again. Finally, again, got through. Same guy. So far about 5 minutes of help had taken about 4 hours, so I was not in the mood for him... and I let him know that in no uncertain terms, and hung up on him this time. Back on the phone... couple hours later, it's Landon, again. Still pissed, I hung up again. One more call, one more time for Landon.

I know it's not proof, but I was convinced that there is only one person working there - at a time, at least. That's when I stopped trying to retrieve my character.

I still had to get access to the second account to stop billing, so the next day I tried chat at work. Got through pretty quickly, but sadly, it was version update day and they couldn't do anything, anyway. (But now that I think about it, maybe chat was so fast because no one was actually getting any help that day.)

Anyway, good luck.

Just call the number Monday - Friday then they can remove the token 100% from your account letting you get back in to relink it.But if you payed for the token you will need to buy it again just a heads up.

He knows that, thus why he mentioned spending hours on the phone. The issue he's complaining about is that it seems like they are understaffed and have terrible service.

BTW can someone post the phone number please?

I never had problems finding the number, but I've never called it, chat support works flawlessly. As to regarding the current situation: they have most of their customer relations department working with xiv most likely.

To be fair, to reactivate I had to contact them, and I got into a chat with a XIV rep, he transferred me. Fortunately, he could have just closed the damn thing. In fact from what I've heard from other people's stories, I was expecting it. But I've never had an issue with them.

http://lmgtfy.com/?q=contact+square+enix+support+center

hit "contact method" and fill out the form.

I had the same problem when my Software Token reset itself, I waiting for web chat queue and then they told me to call the number...after being on hold for a few hours a really nice representative confirmed my identity and removed the token for me.

I do not see a big deal just put the phone on speaker and go on the computer when you wait.

lol >_>
I work at a callcenter, we're supposed to answer phones in less than 20 seconds, at the very least less than a minute.
People really should'nt have to wait for hours...

Theres a slight difference between a call centre with hundreds of staff and a tech support centre that will have a handful of staff. You dont actually need much training to work at a call centre.

Evidently you don't need much training at SE either because their customer service sucks more than a prostitute.

I would guess that no one else in this thread remembers ma Bell (motto: We don't care, we don't have to.)

But as to Squenix, they should have quadrupled their CS teams numbers before XIV's beta phase 4. They didn't. They were so unprepared for XIV its almost comical. To those who don't play XIV I am sure it was.