This was posted on another server's message boards. See it for yourself.
The Better Business Bureau Report on Square Enix
If you're surprised, then you've been under a rock for a LONG time.
Speedly
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Actually, I don't think that the BBB has enough information on SE to make an honest assessment. I could be wrong, but compare Blizzard Entertainment (World of Warcraft) and notice the number of complaints vs. their score.
http://www.labbb.org/BBBWeb/Forms/Business/CompanyReportPage_Expository.aspx?CompanyID=13050668
I, however, am not surprised at ANY customer service issues that SE might have. Customer Service, unfortunately, does not seem to be high on their list of priorities.
I totally agree with your point, but the BBB is not always a good indicator of a company's committment to Customer Satisfaction and fairness.
http://www.labbb.org/BBBWeb/Forms/Business/CompanyReportPage_Expository.aspx?CompanyID=13050668
I, however, am not surprised at ANY customer service issues that SE might have. Customer Service, unfortunately, does not seem to be high on their list of priorities.
I totally agree with your point, but the BBB is not always a good indicator of a company's committment to Customer Satisfaction and fairness.
Personally, I think a lot of such rating system are baised in a negative manner. The reasons include:
1) People usually call customer service for a greivence, and they are in a "bad mood" already.
2) Negative ads attract attention more than positive one (something I REALLY hate).
Best thing is to judge a company service by your own experience. My experience with SE customer service is limited, but it went ok... Much better than my experience with Ver***n, but I usually only call them if my phone is not working -_- and I am in bad mood already. D*ll customer service is the only one I can remain quite "anger-free" when my laptop needs a fixing -_-
1) People usually call customer service for a greivence, and they are in a "bad mood" already.
2) Negative ads attract attention more than positive one (something I REALLY hate).
Best thing is to judge a company service by your own experience. My experience with SE customer service is limited, but it went ok... Much better than my experience with Ver***n, but I usually only call them if my phone is not working -_- and I am in bad mood already. D*ll customer service is the only one I can remain quite "anger-free" when my laptop needs a fixing -_-
Amanada (Cerberus-Retired) (aka MaiNoKen/Steven)
-- Thank you for the fun times in Vana'diel
Art for the sake of art itself is an idle sentence.
Art for the sake of truth, for the sake of what is
beautiful and good — that is the creed I seek.
- George Sand
A designer knows he has achieved perfection,
not when there is nothing left to add,
but when there is nothing left to take away.
- Antoine de Saint-Exupéry
-- Thank you for the fun times in Vana'diel
Art for the sake of art itself is an idle sentence.
Art for the sake of truth, for the sake of what is
beautiful and good — that is the creed I seek.
- George Sand
A designer knows he has achieved perfection,
not when there is nothing left to add,
but when there is nothing left to take away.
- Antoine de Saint-Exupéry
scchan, King of Bards wrote:
2) Negative ads attract attention more than positive one (something I REALLY hate).
Heh..
Customer service isn't really on any organizations high priority anymore. They know we are going to keep spending our money on them.
Quote:
Customer service isn't really on any organizations high priority anymore.
Despite my limited experience with SE customer service, I am under the impression SE should have a somewhat better customer service because company is Asian-managed which tends to focus a lot more in "outward looks" instead of the content (actual help able to provide). Having a customer service agent that always polite and seems to be trying to help (still may not be useful) always make the customer feels better... I think. "Sir" "Madam" "please" everywhere, and then may throw out a quite stupid, time wasting, and useless statement... is the sterotype bad big coporate Asian customer service...
Amanada (Cerberus-Retired) (aka MaiNoKen/Steven)
-- Thank you for the fun times in Vana'diel
Art for the sake of art itself is an idle sentence.
Art for the sake of truth, for the sake of what is
beautiful and good — that is the creed I seek.
- George Sand
A designer knows he has achieved perfection,
not when there is nothing left to add,
but when there is nothing left to take away.
- Antoine de Saint-Exupéry
-- Thank you for the fun times in Vana'diel
Art for the sake of art itself is an idle sentence.
Art for the sake of truth, for the sake of what is
beautiful and good — that is the creed I seek.
- George Sand
A designer knows he has achieved perfection,
not when there is nothing left to add,
but when there is nothing left to take away.
- Antoine de Saint-Exupéry
But our player base is ran by the US SE branch. I can assure you the JP branch gets better treatment. I can further support this by adding that ST(Sonic Team) treats thier japanese PSO players better, service wise because they have not taken the liberty to break the TOS and ruin other players fun(ST revolves around player enjoyment. SE revolves around ONLY recycling quality, visual quality, and repetition), as the many US players have in that game since it's release in December 2000, when a US player sends a report it falls on death ears, because ST cannot stop the problems among US players - they only KEEP doing it.
We deserve better service no doubt, but through observation at many FF sites, viewing screenshots of GM conversations, people are incredibly nasty. If SE has stop caring, you know who is the direct blame.
We deserve better service no doubt, but through observation at many FF sites, viewing screenshots of GM conversations, people are incredibly nasty. If SE has stop caring, you know who is the direct blame.
I still say if you have a legitimate claim, and you are respectful to the GM that answers your call (they weren't the ones that MPKed or did w/e to you), they are more than helpful.
No you won't receive an immediate response because they don't have the authority to boot someone or suspend them unless they just happen to catch the action, which is next to impossible. All anyone has to do is look back at all the accounts that have been removed to see that our complaints do not fall on deaf ears. They do their research into the issues and make their assessments.
There are, however, some better things they could do with their servers to increase uptime. I'm not referring to monthly maintenance either because I believe that is necessary. There is just some more fault tolerance I think they could implement to help on some of this DDoS bs and other issues.
No you won't receive an immediate response because they don't have the authority to boot someone or suspend them unless they just happen to catch the action, which is next to impossible. All anyone has to do is look back at all the accounts that have been removed to see that our complaints do not fall on deaf ears. They do their research into the issues and make their assessments.
There are, however, some better things they could do with their servers to increase uptime. I'm not referring to monthly maintenance either because I believe that is necessary. There is just some more fault tolerance I think they could implement to help on some of this DDoS bs and other issues.
Quote:
I still say if you have a legitimate claim, and you are respectful to the GM that answers your call (they weren't the ones that MPKed or did w/e to you), they are more than helpful.
No you won't receive an immediate response because they don't have the authority to boot someone or suspend them unless they just happen to catch the action, which is next to impossible. All anyone has to do is look back at all the accounts that have been removed to see that our complaints do not fall on deaf ears. They do their research into the issues and make their assessments.
No you won't receive an immediate response because they don't have the authority to boot someone or suspend them unless they just happen to catch the action, which is next to impossible. All anyone has to do is look back at all the accounts that have been removed to see that our complaints do not fall on deaf ears. They do their research into the issues and make their assessments.
The question is like, you cannot expect cops to protect you just simply you think are threatened, but there are spots that things may go wrong more... So pre-positioning of 1-2 GMs are sometimes justified...
Yes being in bad mood to begin with when talking to GM, Customer or Tech support really does no good. They are people who work for a salary, and sometimes they should not be treated as someone to listen to your swearing, anger and rant. And being customer in a bad mood does not justify special treatment -- and I know there are more than a few people that believe that when a CS or TS rep is not siding him/her equates bad service.
Amanada (Cerberus-Retired) (aka MaiNoKen/Steven)
-- Thank you for the fun times in Vana'diel
Art for the sake of art itself is an idle sentence.
Art for the sake of truth, for the sake of what is
beautiful and good — that is the creed I seek.
- George Sand
A designer knows he has achieved perfection,
not when there is nothing left to add,
but when there is nothing left to take away.
- Antoine de Saint-Exupéry
-- Thank you for the fun times in Vana'diel
Art for the sake of art itself is an idle sentence.
Art for the sake of truth, for the sake of what is
beautiful and good — that is the creed I seek.
- George Sand
A designer knows he has achieved perfection,
not when there is nothing left to add,
but when there is nothing left to take away.
- Antoine de Saint-Exupéry
Well according to the BBB's report, the only real problem with the company is that they never really respond to any of the complaints leveled against them, there is no complaint on false advertising, fraudulent business practice, or anything like that. Plus the site also said that the company is not part of the BBB, this was just a report done by them.
This is true. But in response to one of Amanada's early posts, the evaluation is not based on customer satisfaction - it is based on SE's responses to already-levied complaints.
Any good customer service rep will tell you, having the "complaints not answered/assigned" columns not equal to zero is not okay.
That's all for now. ^^
Edited, Wed Sep 21 16:48:43 2005 by Speedly
Any good customer service rep will tell you, having the "complaints not answered/assigned" columns not equal to zero is not okay.
That's all for now. ^^
Edited, Wed Sep 21 16:48:43 2005 by Speedly
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