Emails - Blue Tracker

Emails

#1 - Feb. 26, 2014, 9:55 p.m.

I got an email as to whether I received good or bad customer service with my latest technical issue. Since I attempted to submit my review on this survey and it wouldn’t let me, I think I’ll leave it here, since I really think your company should review your “timely service support”.

There was no customer service, by the time your company responded, I was able to research and find the problem myself. Please don’t give yourself the credit of giving a customer support when you actually don’t offer support to any of your customers. This is the worst customer service I have ever received. If you’d like a prime example of exemplary customer service please contact Square Enix. There is a prime example of a company who values their customers. 24 hours to respond to your “customer” is a poor business practice that will only ensure that your company will not be around in 20 years to compete with other companies that provide MMORPGs.

As a side note, generic replies are not considered Good customer support as well. Each customer has individual problems or concerns. IF you took a moment to actually attempt to solve the issues in a reasonably timely manner you might have customers who are pleased with your company. Days and weeks aren’t timely.

Gaile Gray

#2 - Feb. 27, 2014, 12:10 a.m.

I have reported that the survey is failing for some players, and I definitely believe that is being worked on. Can you tell me if you got a “greyed out” submit button, no button at all, or… what exactly took place?

Secondly, yes we are backed up and we apologize for the delays in responding.

Thirdly, a general response is not necessarily a bad thing. For instance, tonight, hundreds of people were updated on their issue with World Complete. Trying to write 100+ individual, differently worded responses would be a waste of time, when we can write on detailed, exact, and complete response and send it to everyone. (We let them know it’s a wide-spread answer.) Individual issues after the general response are then handled on a case-by-case basis, but I stand behind the idea of sending one solid, carefully-crafted response rather than having a dozen agents write responses that may be incompletely or sufficiently different to cause confusion amongst our players.

Each player’s issue is dealt with individually. Sometimes, the same well-crafted response works for multiple players. It reduces our response turn-around time, and ensures that everyone gets a full and complete answer.

If you could kindly post your ticket number, we can look into why the survey did not work for you. You are free to update your ticket to share your input, if you desire. I don’t believe the forum is an appropriate medium for such commentary because we need to see your ticket and your issue — to give you the personal response that you deserve and that we want to give you.