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Off(ish) topic. Square-Enix Chat Support Queue...Follow

#1 Sep 05 2013 at 4:30 PM Rating: Decent
514 posts
Live Assistance wrote:
You are currently number 145 in the queue. You should be connected to an agent in about 01:51:28. The average amount of time a customer has to wait is 01:55:13.

150+ is my average wait queue, and I give an average because I've gone through this several times. My question though, has anyone had a repeating problem where the queue will reach 1 then cancel out saying there is no one available to help you well within working business hours. This is my third time "today" going through the queue, waiting 1-2hrs per just to cancel out when the queue reaches 1. I've been attempting this everyday after work when I get out early enough, mainly because Email support sucks just as much as they haven't responded to any ticket after the first one. First one told me to use Chat support too...

If you are curious, my reason for contacting SE is due to having multiple service accounts. I should only have 1, but I have 2...

On a positive note, yesterday and today I had no problems at all logging into FFXIV. Yesterday got the queue on the first try with a wait of 2 and today without the queue =)
#2 Sep 05 2013 at 4:58 PM Rating: Excellent
3,737 posts
I think it's pretty clear by now that SE has no concept of what a queue is.

Is it possible to call them instead? Phone system queues are a lot harder to ***** up, and the tech has been around a lot longer.
svlyons wrote:
If random outcomes aren't acceptable to you, then don't play with random people.
#3 Sep 05 2013 at 5:07 PM Rating: Decent
514 posts
phone isn't toll-free though, or so the support site implies. I mean, I have no problem waiting, but I have a problem with my waiting not getting me anywhere.
#4 Sep 19 2013 at 1:25 PM Rating: Decent
I have been trying for ******* weeks to get in contact with these ******** and I get the SAME EXACT thing after waiting for hours in a digital line that probably does not even ******* exist... I need to reset my square enix password, because i no longer have access to my ex girlfriends email, and these people have had me waiting soo ******* long, that my payment information needs to be updated.... and i cant ******* do that without resetting my damn password... no wonder no one new plays FFXI, because setting all these different accounts up on a ******* encrypted website... any suggestions guys and or girls? please give me any tips on getting in contact with them please, I've been playing FFXI for almost a decade, and have gotten alot of stuff in game, don't want to see it alll go to waste.... thanks -Zarloft
#5 Sep 19 2013 at 1:43 PM Rating: Good
3,178 posts
Gnu wrote:
Square Enix Support Center: 1-858-790-7529

I have some advice if you are still trying to reach support. Follow the list below:

1.) Get a ticket number from the support website. Skip this step, it's a hassel.
2.) Call the number above and wait. Be prepared to have over an hour of wait time. Someone WILL eventually answer.
3.) When someone finally answers, they will ask for your Ticket #. Tell them that their Ticket number system had an error and you could not get one.
4.) They will immediately and without question give you a ticket number. Please write this down in case you have to call back.
5.) Do not under any circumstances tell SE support that you have given your account information to anyone at all, ever. Not even your mother. Or your twin brother. If you have given your account info to someone, who cares? SE does. Don't tell them.

At this point someone will actually help you. Chat support and email support are not good at all. But phone support is actually functional after the initial wait.

You WILL NOT have any trouble verifying that you are the account holder in the event of a lost key fob or software app. If you stay on the phone someone WILL answer. The is by far the best way to get actual support fro SE. Email can take days and days. Phone Support is a waste of a couple hours but at least you will get what you need.

I really need to re-create the thread that got deleted with the ZAM server consolidation.

Edited, Sep 19th 2013 3:44pm by Gnu
#6 Sep 19 2013 at 1:51 PM Rating: Decent
ya never enough people for big events nowadays, thanks man
#7 Sep 19 2013 at 2:25 PM Rating: Decent
1,732 posts
There support is so bad I am thinking of dropping both Tesee's and my account.. I really have had it with all this SE crap , I like the game but it has been nothing but frustration and I dont play game for that...

Edited, Sep 19th 2013 4:29pm by Nashred
FFXI: Nashred
Server: Phoenix

FFXIV : Sir Nashred
server: Ultros
#8 Sep 19 2013 at 2:28 PM Rating: Decent
tell everyone your story?
#9 Sep 19 2013 at 4:59 PM Rating: Good
Archmage Callinon wrote:
I think it's pretty clear by now that SE has no concept of what a queue is.

Is it possible to call them instead? Phone system queues are a lot harder to ***** up, and the tech has been around a lot longer.

I thought the same thing, but sadly they started a new trick with their phone system.....the busy signal. I've been calling during business hours off and on all week and have gotten the busy signal each and every time. It honestly seems like their current customer service initiative is to simply find inventive ways to not deal with their clients. Their are utilizing fake ques that simply refresh or kick you once you get to the bottom, busy signals on phone calls, automatically cancelled tickets, and canned email responses that don't offer answers. It is seriously perplexing.
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