Customer Service Survey -please read-

[Davricle]

http://www.playonline.com/ff11us/index.shtml
or
https://secure.square-enix.com/enqt/e/S ... 007US/html

This was posted in the Hacked Accounts thread, but it was buried pretty deep so I saw fit to repost it here.

Square-Enix is taking a Customer Service Survey to dictate their future policy in terms of how they handle players. I would encourage everyone to fill it out so that we see some sort of positive REAL response back from the company.

For everyone who bitches about SE, this is your chance to say something. All of the hacked accounts that have lost everything and have been server transfered would like to see their things and account returned. This might be the only way we do that.

EDIT: Changed link. Apparently its a randomly generating link so you simply go to the playonline main page and click the link they give you to be sure. I guess its to prevent someone from submitting twice.

[Rocl]

Fix the link >\

[Davricle]

Changed link. Apparently its a randomly generating link so you simply go to the playonline main page and click the link they give you to be sure. I guess its to prevent someone from submitting twice.

[test123]

You can use this url: https://secure.square-enix.com/enqt/...ORT2007US/html


I had a Senior GM contacting me ingame a few months back asking somewhat same questions, but it was in game.

When asking them why they decided to choose me, they said they randomly selected a people that had called a gm within the last 24 hours.

Edit:

Thank you for participating in the survey.
The answers you have submitted will be used in improving customer support.

lolidontthinkso.

[Julian]

Shortening what I had to say to 600 and 1000 characters was the hardest thing I had to do

[Eaglestrike]

Edit:

Thank you for participating in the survey.
The answers you have submitted will be used in improving customer support.

lolidontthinkso.

Honestly, I think they will listen to this. Accounts start getting hacked, Alla and BG start going crazy about it and only a few days later SE is looking into doing an overhaul of the way they handle customer service. I think SE is really starting to get it, that they need to listen to the playerbase.

[Valin]

I usually recieve excellent support from the GM's and basically have no qualms.

However, the one thing I would like to point out--and that is a flaw in the password restore system. Occasionally, players' accounts are compromised from an outside party, and there is nothing that Customer Support or the player can do, due to the nature of the verification method. Currently, Customer Support requires registration codes, along with the most "current" credit card number. Usually, the first thing the outside party will do when taking over the player's account is change the password, and then credit card information. Now, when the original player of the account contacts Customer Support to ratify this, there is absolutely nothing any party can do, because there is no possible way for the original player to have the changed credit card information.

In the future, a change to the current POL ID verification system is highly desirable.

Thank you for your time.

Sireen - Odin Server

/shrug, not gonna bring back the accounts already hacked, but maybe in the future it won't be so ridiculous.

P.S. - Long time reader, first time poster. {Nice to meet you] {everyone}

[Rocl]

I usually recieve excellent support from the GM's and basically have no qualms.

However, the one thing I would like to point out--and that is a flaw in the password restore system. Occasionally, players' accounts are compromised from an outside party, and there is nothing that Customer Support or the player can do, due to the nature of the verification method. Currently, Customer Support requires registration codes, along with the most "current" credit card number. Usually, the first thing the outside party will do when taking over the player's account is change the password, and then credit card information. Now, when the original player of the account contacts Customer Support to ratify this, there is absolutely nothing any party can do, because there is no possible way for the original player to have the changed credit card information.

In the future, a change to the current POL ID verification system is highly desirable.

Thank you for your time.

Sireen - Odin Server

/shrug, not gonna bring back the accounts already hacked, but maybe in the future it won't be so ridiculous.

P.S. - Long time reader, first time poster. {Nice to meet you] {everyone}

liar

[Apelila]

Put in my "lol here, lol there" statements and hit send.

Here's to hoping the system that develops as a result of this is an improvement instead of a reaction.

[Shuvo]

This is what i put down for the first important question

Accounts get stolen very often, and it would be easy to prevent by simply requiring information on the person such as account keys, date of birth, address etc. At the moment, it only requires credit card verification, however this is useless as the first thing an account thief will do is change the credit card after stealing the account. Please, make it require more information. It is easy to say that a person should simply keep his account details to himself, but it is common practice to share details with close friends, and this will NEVER change, no matter how often you ask people not to do so.

And for the second important question:

Please:
1) Make account recovery when accounts are stolen more secure and reasonable.
2) Require GMs to be more knowledgable about the game itself. Simply leveling a job for a few hours is not sufficient.
3) Remove the "one time restore" only policy for deleted characters. People should be able to recover it as often as they want.
4) Make the world-transfer service require credit card information to be manually inputted each time. It is a common practice with stolen accounts to immediately shift the character while it is still under the original owner's credit card, before changing the CC info.

[Pergo]

this should go without saying... but everyone who posts should try their best to use proper grammar and vocabulary, as well as wording your reponses respectfully. i'm sure they're more reluctant to sincerely listen to people who talk like calm, well-educated adults.

[test123]

Shortening what I had to say to 600 and 1000 characters was the hardest thing I had to do

Yeah, that was very difficult. I think I had to cut my text to like 1/4 of what it was :/

[Alibeemac]

Shortening what I had to say to 600 and 1000 characters was the hardest thing I had to do

Yeah, that was very difficult. I think I had to cut my text to like 1/4 of what it was :/

Same >< I responded on behalf of Jeny, one of the hacked accounts and she is in my LS. Took me about 10mins of word cutting for it to finally send ;;

I still don't foresee this changing their stupid policies but who knows, it can't hurt to try. Maybe if hundreds of people all complain about the same thing it might make them realise something.

[Airenn]

Shortening what I had to say to 600 and 1000 characters was the hardest thing I had to do

God, you have no idea. :/ Everyone can use this:

http://www.javascriptkit.com/script/scr ... ount.shtml


Heh, god knows I had to.


Edit: Someone needs to write up a huge article of SE and we can all copy/paste bits of it into those windows. rofl. I call dibs on the ending!!!

[Naramaska]

Added my $0.02 to it...I seriously have to wonder if they think they're doing a decent job with this shit.

[Izzy]

Never in my life have I went over a character limit until this survey.

[Alibeemac]

I find it funny how for all the bitching we do about GMs and SE etc, when we get the chance to put forward our say, instead of being happy at given the chance, we are all bitching about the lack to space to bitch in :D

[Everlasting]

If you have the space you might also want to remind them of some of the following:

- Unless this is fixed the amount of stolen accounts will only increase.
- It will create a higher workload for your customer service division.
- It will significantly raise the level of dissatisfaction within the existing community.
- It will keep potential new players away from the game (can't read FFXI web sites due to fear of account theft).
- It will lead to fewer subscriptions over time (RMT jack account, account is banned for RMT, veteran player won't rejoin due to lost account and the effort put into the lost account)
- It will discourage veteran players from participating in the community (fear of account theft from FFXI web sites)
- Loss of trust in the SE and FF brands.
- Decrease of trust among International players.
- An increase in the number of sold accounts and accounts that participate in RMT activity.

[Akucaen]

Quite limited in what you can say. I came up with this under the limit:

Harassment in clear violation is told to blacklist and that's it, and action is rarely taken. Compromised accounts handling is utterly unacceptable considering SE's legal stance on how we don't own our character. It should be obvious the real owner of a compromised account will not know the password or current credit card info. This is a horrible loophole that keeps people from getting their account back without legal action. A superior and an uncompromisable system would involve the POL/FFXI registration codes and exact data of prior credit cards. This solves the problem entirely.

Also:

I find it funny how for all the bitching we do about GMs and SE etc, when we get the chance to put forward our say, instead of being happy at given the chance, we are all bitching about the lack to space to bitch in :D

Because I could personally write a few pages on the matters at hand.

[Apelila]

I find it funny how for all the bitching we do about GMs and SE etc, when we get the chance to put forward our say, instead of being happy at given the chance, we are all bitching about the lack to space to bitch in :D

I half agree with this statment. 1k is a little on the light side, but It only takes 544 characters to type this:

Your customer service for compromised accounts is the equivalent of telling a rape victim they asked for it, and your lack of addressing the problem has only lost you money, trust and respect from your customer base. After all your effort in fighting RMT it is amazing that an attack directly aimed at your customers has escaped being addressed for this long. I can only hope that you add an extra layer of security in the future; I know that if this where to ever happen to me you could kiss my 3 monthly fee's and any future business goodbye.

Which I think gets the point across quite nicely. While a little grandiose hopefully illustrates how they're reaction to these events is being perceived. I've stopped visiting allah, KI, and any other ad supported FF site on a computer with FFXI installed simply because I'm worried that as has happened in the past, one of their ad's servers may be harboring spyware. You can call me paranoid, but after reading through some of the random threads about this crap lately i'm not taking chances until they change something.