Square Enix total failure

3 August 2011

We all know that Square Enix customer service is not the best, we all know that their account/polID handling has always been quite disappointing.

So it will come with no surprise the fact that, for some mysterious reasons, my character and my content ID are gone and at the moment I cannot play.

The issue started earlier this week when I tried to do the transfer in order to obtain the staff of 1 week warp. The Square Enix account refused to be linked citing the fact the billing cycle was yet to start and suggest to wait next month.
I contacted promptly the Support and they told me it's a known problem and that I should be a able to transfer in a couple of day or the beginning of august.
I waited a few day more, knowing that I should wait for next month - effectively losing the possibility to have the item but never-mind.

It came then august and I tried to do the transfer but the system prompted me with the fact that I had to pay outstanding fees (what fees since I paid july already?) . Never-mind then, let's pay this fees.
After paying the fees I did the transfer, reactivated the account and the characters and also bought some crysta to pay for august.
Imagine my surprise when - after all this - I tried to log in and I got the message

You have no Content ID for FFXI. Pleas obtain a new Content ID or reactivate a cancelled one in order to play the game and/or to use the Playonline service

Of course my sudden reaction - beside the rage -was to contact SE Support. Which I did through the chat system. The wait was almost 4 hours... every 20 or 30 minutes after being in queue, the chat would close in my face saying that there was no available agent.
After maybe the fifth or sixth time I tried to access the chat, finally I could speak with an agent.
He told me that this is a known problem and that nothing could be done. He didn't even apologize and he closed the chat on me before I could ask him further questions about this problem.

After spending like 4/5 hours of my time waiting for this lousy answer, I was a bit frustrated so I pick up the phone and I called Square Enix US to see what I should do.
Again I stayed on the phone waiting for an agent to answer me 1:38 minutes but then I gave up, I was sleepy and tired and very angry - not the best state in which to call a customer service.

Today I woke up and my crysta balance was billed for the month of august, but yet there is no content ID to play even if the account is activated and the characters are active too.

I can't even post in the forums due to the fact that I don't have anymore a content ID and characters to post with.
Something that should have been smooth and simple became as usual a nightmare.
Thank you again Square Enix for your wonderful Service.

Please, my dear friends out there, pray for me. I have a terrible feeling this won't go very well :(


Anonymous said...

I am also very sad about this Click&Buy issue. I am from Singapore and I did the transfer of account from POL to SE successfully on 1 Aug. Then today (3 Aug) I receive a email as below stating they have a processing error and they cancelled all my character, I have to reactivate them, so I did using the C&B and all I get in the end is "This offer is not activated for your country of origin.". So now I say goodbye to FFXI, all my 6 yrs of hardwork wasted. Time to move on with my life.

[Square Enix Account] Notification Regarding Issues with Billing‏

Square Enix Account Management System


Thank you for using the Square Enix Account Management System.

Due to a processing error with your payment method, all continuous options for the following service account have been cancelled. The details are as follows.

Date: 08/03/2011
Payment Method: Credit Card/Debit Card
Service Account Name: PlayOnline / FINAL FANTASY XI 1

To reactivate automatically continuous options, please select "Reactivate" from the relevant service account's Options List.

If you did not request this e-mail, please direct all inquiries to the Square Enix Support Center.
This e-mail has been sent automatically. Any e-mails sent to this address will not be answered.

Binahel said...

Don't despair. there should be for you the option to use crysta. crysta can be bought in various ways, paypal too.
so is quite likely that even if you can't use C&B you can actually buy crysta instead!

Anonymous said...

This new system is pretty lame. My friends have been experiencing cases like this, too. One of my friends cancelled her mule's content ID, but instead, SE cancelled her main. Because of that, for the past day or two, she has just been messing around on her mule while already having paid the monthly fee. Thanks, SE.

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