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I was quite hyped some time ago about the game, played it during phase 1 of the beta and I really enjoyed how the game was. Then I tried it during phase 3 and it was simply amazing.
To be honest, this must have been one of the best game I've played in the last few years, the community was also quite exceptional, people were friendly and helpful.
However, I have been banned for roughly a week now due to a real money trader hacking my account, I have no idea how, but it happened. Since then, I learned something... Usually, I don't really care about the quality of support a gaming company provides, if you have a problem you talk with them somehow and it gets fixed, can take days to have feedback but it usually ends up being fixed.
This is NOT the care with SquareEnix. While the product might be very good, they customer service is the worst I've seen in 15 years of MMOs. I've seen quite a bit of stuff, companies banning player for pointing out a bug on the forums in the bug section, companies selling stuff "which will only be available this week" then putting the same item 2 weeks later at 10% the previous price... But SquareEnix is just on another level.
First of, when writing a ticket, don't expect an answer. You could write about a bug which makes you unable to log in, they might answer about how their mother cookies are tasty. This is literally what happened to me twice. Asked to know if my accounts were correctly linked BEFORE the game was released, was told they were not supporting this service... On September 5th, I posted about having a 3102 error, was told they fixed it on september 4th (indeed, my problem did not exists... I was a beast of the future. The lack of service there lead to my ban, since I had also realized there was a character I had never seen on my account when I logged on MogStation, I did put this information in my tickets but was ignored). These wonderful and useless answers also lead to a closure of your ticket, so you ALWAYS have to make new ones...
Then there are the "mass tickets wipe" which happens there and there... Also, if you get the "We will answer to your ticket in 2 business days", you're done, open another one because this one has become useless.
The phone support offer two services, a busy signal and a waiting queue. I live in Canada, I called and waited for 1h then I had to hang up the phone due to the bill increasing.
The chat... Oh wonderful chat... First, it is hidden. I really had to find someone willing to give me a guide to access the chat. Once I got in I was sooo happy. I remember, I was #112 in the waiting queue... When I got to 1, a wonderful message appeared... Status: Canceled There are no agents available to chat with you right now. Please try again later. I tried again, same thing. Today I just got back from work, so I am giving it another shot before they close. Oh also, each time you try to reach the chat service it creates a ticket, so you get completely flooded with those.
To be honest, I am reaching a point where I am seriously wondering, was the game really worth all this... What if my problem gets fixed and something happens in a few months which will make me have to try to contact their support again ? Is all this trouble REALLY worth it ?
It is quite a shame to have such a quallity product with a completely awful customer service.