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So my account was compromised...Follow

#1 Apr 19 2014 at 10:48 AM Rating: Good
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I tried contacting customer support about it, and ended up getting the absolute worst customer service rep.

Quote:
Agent Daniel W: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.

You: Hi!

Agent Daniel W: While I look over your ticket information, may I have your first name please?

You: First name is ***.

Agent Daniel W: Hello ***. I see that you think the account has been compromised. Why do you feel this way?

You: I've been trying to access my account on my end, but I haven't been able to. I had all of my information written down when I stopped playing during the end of 1.0, so I believe that it should still be correct. But for whatever reason, I'm still unable to log in. I'm unable to receive any emails for a password reset, and my security question seems to differ from what I originally put.

You: I believe my account may either be compromised, or my information might have been deleted or changed.

Agent Daniel W: I need your name, email, birthday, and home address please.

You: Name: ***, Email: ***, Birthday: ***, Address: ***

Agent Daniel W: Have you lived in any other states?

You: No, only ***.

Agent Daniel W: Ok. do you have any other email addresses?

You: Nope, other than my work email address, *** is my primary one.

Agent Daniel W: Ok. I will have to launch a compromised account investigation. I will be asking you some questions.

You: Sure thing. I can also provide a picture of my photo ID if that will help.

Agent Daniel W: Nope for this we will be requiring a notary form.

Agent Daniel W: Who is your internet service provider?

You: ***

Agent Daniel W: The date and time that ou last logged out?

You: One second, let me look up the email for the last month I paid for. Was towards the end of 1.0.

You: Sorry, one second.

You: Inquiry Number: ***

Dear ***,

Thank you for using the Square Enix Account Management System.
Square Enix Crysta have been added to your account. Please verify the following details.

Date: 09/17/2012
-------------------------------------------------------
Crysta Added: 999 Crysta
Fee: USD 9.99
-------------------------------------------------------
Total: USD 9.99

You: I believe that was the last one.

Agent Daniel W: I simply need the date and time that you last logged out.

You: I can only give you an approximation. I stopped playing when 1.0 ended. So around 09/17/2012

Agent Daniel W: Time?

Agent Daniel W: What time?

You: Up until the 1.0 servers disconnected. They had some sort of final event, and then they shut the servers down. So during the final event, around midnight or so.

Agent Daniel W: Ok. So what is preventing you from answering my question? I need a time to move forward?

You: The fact that it was two years ago. How am I supposed to remember the exact time and date?

Agent Daniel W: Ok, I can leave it blank but it if the form is incomplete it may not be resolved.

You: Thank you for your help, but would it be possible to have the ticket number for this conversation? I think I'm going to talk to someone else about this.

Agent Daniel W: ***

You: Thanks! Appreciate your assistance.


I have no idea what was with his attitude, but at this point I'm beyond frustrated. Would I be better off talking to someone else? Or are all support agents this aggressive and unhelpful?
#2 Apr 19 2014 at 11:03 AM Rating: Decent
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To be fair....

It was a basic question and it helps GREATLY to know the time and date you last logged in/out especially given the nature of this game. So while it is frustrating, 1.0 actually ended around November 2012, not september, that was the final P2P charge and to get Legacy status for 2.0, it was free until shut off and nothing is saved after october iirc.

So you can keep asking but they will simply keep asking you for an approximate time and date in order to check deeply and to prove that it is actually you, since anyone can plop down your real life info, especially if you feel it was compromised, but the one who compromised you would not know your exact log out date (prior to compromise) since it would be whatever date they logged out, not the date you logged out which if they check that date, they could determine if it was compromised or simply reset.

Chances are, depending on how much gil and the like you had, it was compromised but it could also be what happened to my account and had the password changed since apparently it was too long and too strong for SE and they forced me to reset it since it used characters they no longer allow.

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#3 Apr 19 2014 at 11:10 AM Rating: Good
I read the conversation between you two, but I don't see where the rep was giving you any lip at all. Those are standard questions. Yes, they seem bizarre, but that doesn't change the fact that they're still standard questions that you'll be asked and that need answered.

The following is another standard question that would be helpful: Did you ever do anything that would lead to your account being compromised? This includes running without a secure and up-to-date anti-virus and firewall solution. Did you ever buy gil? Did you ever share your account information with ANYONE at all EVER? Have you considered getting a One-Time Password dongle? Have you tried any other passwords you've ever used in the past? Just because you didn't write it down doesn't mean you didn't change it.

Edited, Apr 19th 2014 1:12pm by darexius2010
#4 Apr 19 2014 at 11:13 AM Rating: Decent
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Right, but how am I supposed to remember the exact time and date that I logged out? Not an approximation, the exact time and date. He wasn't the least bit understanding about the fact that it was two years ago.

I even provided him the inquiry number for one of the Crysta purchases I had made, which he didn't even bother to look up. He ignored it and got increasingly passive aggressive, to the point where he nearly outright accused me of just being a liar.
#5 Apr 19 2014 at 11:17 AM Rating: Excellent
I'm pretty sure that was November 11 2012 AT 2AM EST. I stayed up for the final battle as well and I distinctly remember it being 2AM.

http://kotaku.com/5959540/final-fantasy-xiv-ends-with-cinematic-bangs-and-server-whimpers

Edited, Apr 19th 2014 1:18pm by Catwho
#6 Apr 19 2014 at 11:18 AM Rating: Decent
nekroturkey wrote:
Right, but how am I supposed to remember the exact time and date that I logged out? Not an approximation, the exact time and date. He wasn't the least bit understanding about the fact that it was two years ago.

I even provided him the inquiry number for one of the Crysta purchases I had made, which he didn't even bother to look up. He ignored it and got increasingly passive aggressive, to the point where he nearly outright accused me of just being a liar.


No no, don't misunderstand -- I'm not saying that he was right to ignore it, and I definitely understand not having the literal second timecode that you logged in or out of. Hell, nobody has that... That doesn't mean they won't ask. It's one of their mandatory questions.

If you don't mind me asking, did you try calling customer support rather than use the web chat?

Quote:
Square Enix Support Center: 1-858-790-7529


I believe it's Monday-Friday, which puts the weekend out, and I understand that's frustrating, too. You may get more leverage that way.
#7 Apr 19 2014 at 11:19 AM Rating: Decent
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darexius2010 wrote:
I read the conversation between you two, but I don't see where the rep was giving you any lip at all. Those are standard questions. Yes, they seem bizarre, but that doesn't change the fact that they're still standard questions that you'll be asked and that need answered.

The following is another standard question that would be helpful: Did you ever do anything that would lead to your account being compromised? This includes running without a secure and up-to-date anti-virus and firewall solution. Did you ever buy gil? Did you ever share your account information with ANYONE at all EVER? Have you considered getting a One-Time Password dongle? Have you tried any other passwords you've ever used in the past? Just because you didn't write it down doesn't mean you didn't change it.

Edited, Apr 19th 2014 1:12pm by darexius2010


Right, but I did give him a time and a date. I even gave him the reference number for the Crysta purchase I made, which he could've looked up on his end. He ignored it and continued to ask me the same question, and then accused me of trying to avoid answering it.

I had been cooperative the entire time and even offered to provide a photocopy of my ID. The rep made it seem as if I was being uncooperative even though I had answered his questions.
#8 Apr 19 2014 at 11:20 AM Rating: Decent
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darexius2010 wrote:
nekroturkey wrote:
Right, but how am I supposed to remember the exact time and date that I logged out? Not an approximation, the exact time and date. He wasn't the least bit understanding about the fact that it was two years ago.

I even provided him the inquiry number for one of the Crysta purchases I had made, which he didn't even bother to look up. He ignored it and got increasingly passive aggressive, to the point where he nearly outright accused me of just being a liar.


No no, don't misunderstand -- I'm not saying that he was right to ignore it, and I definitely understand not having the literal second timecode that you logged in or out of. Hell, nobody has that... That doesn't mean they won't ask. It's one of their mandatory questions.

If you don't mind me asking, did you try calling customer support rather than use the web chat?

Quote:
Square Enix Support Center: 1-858-790-7529


I believe it's Monday-Friday, which puts the weekend out, and I understand that's frustrating, too. You may get more leverage that way.


No, I haven't tried phone support yet. I was going to first thing on Monday, with the ticket number Dan gave me. Hopefully I can talk to someone else about the conversation we had.
#9 Apr 19 2014 at 11:24 AM Rating: Decent
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Catwho wrote:
I'm pretty sure that was November 11 2012 AT 2AM EST. I stayed up for the final battle as well and I distinctly remember it being 2AM.

http://kotaku.com/5959540/final-fantasy-xiv-ends-with-cinematic-bangs-and-server-whimpers

Edited, Apr 19th 2014 1:18pm by Catwho


You're probably right. I most likely found the email from the second-to-last month that I subbed. I was searching through my emails from two years ago to find the Crysta charge.
#10 Apr 19 2014 at 2:29 PM Rating: Good
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Wow, I can't believe some of the responses here. In Customer Service, it helps to listen to what the customer is telling you and change your approach accordingly. Aside from that, he did actually give a time. *Around Midnight or so* looks to be an answer to me - so I'm not sure what else the rep was looking for at that point. I can't imagine why SE would expect that every player looks at the clock as they log out just in case they get compromised.

Photo ID is the method that is used at many other companies, and I'm guessing the OP was likely a WoW player who has gone through this before. They ask for a copy of your ID, you get your account reset. It's really that simple, and it *should* be that simple. Why is my photo ID that has my address and name that matches my credit card which was originally on the account < the time I logged out 2 years ago? Even asking for the original game codes is a much better indicator of account ownership than just when you logged out last.

This is one of those things I hope gets brought to Yoshi-P's attention at some point. It seems they could improve a little bit in the account recovery department.

Edited, Apr 19th 2014 4:35pm by Torrence
#11 Apr 19 2014 at 2:31 PM Rating: Good
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Devil's advocate, it is pretty unreasonable to ask someone for the exact time and date of something that happened 2 years ago (like a login/logout).

Simply saying "November or December of that year" should have sufficed; if his account had been compromised and someone logged in much after that period, it'd be pretty obvious.

So I can get why the OP is annoyed at the rep continually asking that question repeatedly instead of just giving an approximation.

But the Agent didn't seem THAT bad of an attitude. He was probably following the book by the letter, perhaps.
#12 Apr 19 2014 at 5:45 PM Rating: Decent
Sure, and again, as a player, it's not like I don't get that. Torrence and Lyrailis, I get the feeling you're not understanding (and even clearly stated) that I get that fact.

On the flip side of the coin, in customer service, some things are just plain scripted. They're filling out a form or something. Whatever the case may be, they're instructed to ask for an exact time. That isn't the rep being a douche nozzle, that's him just doing exactly what he's been instructed to do. The result of not doing it could be termination after so many attempts. A CS rep isn't going to put their livelihood on the line regardless of whether he gets it or not. His instructions are his instructions.

The point is, it isn't the rep that needs changed. Company policy could use some reform in that regard. The initial comment was, "I have no idea what was with his attitude". Well, so far as the rep may be concerned, nothing. He's just doing his job. So he can, you know, eat.

EDIT: Lyrailis, that comment is less directed towards you, and by all means it isn't directed negatively towards either of you. Don't take it as an attack, it's just more dialogue.

Edited, Apr 19th 2014 7:47pm by darexius2010
#13 Apr 19 2014 at 9:56 PM Rating: Decent
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As well as, unlike FFXI:

1. XIV relaunched.
2. Terms have been updated
3. They had a system wide change in passwords if it didn't meet requirements or it was "old" and it utilized a format no longer supported.

For example, XIV 1.0 you couldn't dual box+ or access from multiple platforms, with ARR though, you're allowed to. Much like there's certain 3rd party tools that are ok to use, and some you shouldn't mention. In XI, when you report compromised account, they have you do the form or provide registration codes and the like which is usually sufficient enough.

However, the logout date is mostly because of the 1.x > 2.0 jump, if it was before or after final save and shutdown. Simply giving a month doesn't do too much since who's to say you're not someone trying to gain access and know that the person was around that month? Only the owner would know their logout date since when you log in (or hijack an account) that date automatically changes to what you logged in as, (POL viewer in XI showed this openly) so when you log out that changes. It's an annoying situation when they go purely by the book but it's really one of the things that help. Very few people would remember the exact time and date to the millisecond of an event from 2-3+ years ago, but some people are very OCD about stuff like that, especially if they've been compromised before and keep track of everything they do or had you know?

Just like the XI days very few people had their registration codes, let alone POL ones they likely registered back in 2002/2003 and trying to recover **** in 2009/2014 lol, but those that do, usually get the most painfree CS experience. So no matter which rep you talk to, they'll ask for it because it's to shift through **** faster and it's instructed to be asked, some will go "off the record" but there's a reason you rarely run into people like that. Like with Blizzard, show them your ID and boom, done...however that's also easily exploited, so there's really no perfect system when it comes to this.
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#14 Apr 19 2014 at 10:07 PM Rating: Decent
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darexius2010 wrote:
Sure, and again, as a player, it's not like I don't get that. Torrence and Lyrailis, I get the feeling you're not understanding (and even clearly stated) that I get that fact.

On the flip side of the coin, in customer service, some things are just plain scripted. They're filling out a form or something. Whatever the case may be, they're instructed to ask for an exact time. That isn't the rep being a douche nozzle, that's him just doing exactly what he's been instructed to do. The result of not doing it could be termination after so many attempts. A CS rep isn't going to put their livelihood on the line regardless of whether he gets it or not. His instructions are his instructions.

The point is, it isn't the rep that needs changed. Company policy could use some reform in that regard. The initial comment was, "I have no idea what was with his attitude". Well, so far as the rep may be concerned, nothing. He's just doing his job. So he can, you know, eat.

EDIT: Lyrailis, that comment is less directed towards you, and by all means it isn't directed negatively towards either of you. Don't take it as an attack, it's just more dialogue.

Edited, Apr 19th 2014 7:47pm by darexius2010


Except I gave him a time frame. I told him I was there the night of the final event, and I didn't log out until the event ended, which was around midnight. I even gave him the reference number for the last time I paid for the monthly fee with Crysta. All of that should've been more than enough, but instead he retorted with "Why are you dodging the question? What's preventing you from giving me an answer?"

Can anyone here point out where I tried dodging the question? I went out of my way to find the reference number for the last Crysta purchase I made to pay for the monthly fee, which was over two years ago. He went beyond his duty as a customer service rep and intentionally tried to antagonize me, which is why I asked for the ticket number and ended the conversation.

No matter how many times I answered his question, he was going to continue giving me attitude. The kicker was at the end of the conversation, when he said "Hope to see you in-game!" as he disconnected. He was acting like a jerk, plain and simple.

I'm a customer service manager myself, and at my job, I would get fired for treating a customer like that. So before you try to defend the fact that he needs to eat, you should know that treating customers with disrespect is the surest and quickest way to lose your job, especially as a customer service rep. If you're having an issue with a customer, then you forward it to your supervisor to handle it. You don't antagonize them to make the situation worse. I've worked in HR for over five years, I've had to let employees go for that exact reason.
#15 Apr 20 2014 at 5:19 AM Rating: Decent
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nekroturkey wrote:
Except I gave him a time frame. I told him I was there the night of the final event, and I didn't log out until the event ended, which was around midnight. I even gave him the reference number for the last time I paid for the monthly fee with Crysta. All of that should've been more than enough, but instead he retorted with "Why are you dodging the question? What's preventing you from giving me an answer?" .


The only thing you stated was the final event and:

Quote:
You: I can only give you an approximation. I stopped playing when 1.0 ended. So around 09/17/2012


However, the final event was November 2012 and initial server shutoff, which they later brought it back up for a few weeks in December 2012 then shut it back down at the end of December 2012, so you were better off giving the exact date the event ended. Considering it has been 2 years and they're not exactly handling 1.0 matters anymore, stating "the final event" without a date and/or time doesn't help when CS more than likely don't even play the game and are just office drones shifting though records.

So you didn't "dodge" perse, you just didn't supply even the month of November. Showing the crysta statement just shows you paid for crysta, it doesn't necessarily state you last played on that date and never logged in since.



Edited, Apr 20th 2014 4:20am by Theonehio
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#16 Apr 20 2014 at 9:40 AM Rating: Decent
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Theonehio wrote:
The only thing you stated was the final event


I stated final event "up until the 1.0 servers disconnected" and midnight. In other words, November 11th 2012 at midnight. That was his answer right there.

My Crysta statement, which included a reference number, showed I was there around that time. Square Enix no longer accepted monthly fee payments for 1.0 after a certain point, otherwise I would've found something closer to that period of time. The CS still refused to look up anything on his end, no matter how much information I gave him.

Theonehio wrote:
Considering it has been 2 years and they're not exactly handling 1.0 matters anymore, stating "the final event" without a date and/or time doesn't help when CS more than likely don't even play the game and are just office drones shifting though records.


A. I gave him a date and time.

B. Lack of experience isn't an excuse for incompetence. Try telling your supervisors you couldn't help a customer because you aren't experienced enough in the field that you work in. Coming from someone that works in HR, I'd ask them why they're working for us then.

I gave him more than enough information and he still threatened to leave the field blank, sabotaging my chances of getting my account back. If he was unable to perform his duties as a CS, he should've forwarded our conversation to his supervisor. Now I get to do that for him.
#17 Apr 20 2014 at 9:42 AM Rating: Good
Quote:
Can anyone here point out where I tried dodging the question?


I didn't say you dodged the question. Never did I say you dodged the question. All I said was that if they have a form of some kind, it asks questions that are likely mandatory to have answered. There is no way around this for them. Him asking what the hold-up was is probably his own frustration at the fact that he is required to answer the question himself. It probably has little to do with you.

I wouldn't automatically assume he doesn't like you or has a problem with you. He could very likely have an issue with how the system is run himself, just like you. He is forced to read a script and ask certain mandatory questions, irregardless of his understanding or not. In a sense, Tier 1 support is NEVER paid to think. Source: American Express Customer Service Rep for, like, ever.

Quote:
Lack of experience isn't an excuse for incompetence.


Again, I get that you're angry. You have every reason to be angry right now. I felt angry when I lost my original XI account and couldn't recover it because I didn't have the original reg codes. Slightly different circumstances, same result. I'm with you all the way with how you feel.

What I'm not with you on is smashing the customer service rep and slinging this around. In today's day and age, people are struggling for employment. He may work at Square and not be a gamer himself. Instead, he works there because that's literally all he can do or the best he can do. He's not going to just quit or leave because he doesn't play video games. He has to eat, possibly feed a family, keep a roof over his head, etc. He deserves that opportunity just like anyone else. Furthermore, I don't understand where 'incompetence' is even coming into play. Again, if he has to read a mandatory script or answer mandatory questions, they're mandatory and he has no choice but to provide an answer.

Consider this, he may have no choice but to leave it blank if you don't answer exactly. You may be asking, "Why in the hell is that the case?". Simply put, at American Express, whenever I overrode the system and performed exceptions, such as in circumstances where I wanted to waive fees or reactivate a card account and the system repeatedly refused my request for various reasons, the entire phone call would be audited to make sure I'm not doing anything outside of the bounds of my responsibilities. That's how AMEX protects itself. I would be ashamed if Square didn't do the exact same thing. Account theft is a HUGE deal. The chat log is most likely audited every time a request like that is made because of how impactful the repercussions are on the game's economy. Square has a right to protect itself at all costs.

Edited, Apr 20th 2014 11:49am by darexius2010
#18 Apr 20 2014 at 11:48 AM Rating: Decent
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darexius2010 wrote:
I didn't say you dodged the question. Never did I say you dodged the question. All I said was that if they have a form of some kind, it asks questions that are likely mandatory to have answered. There is no way around this for them. Him asking what the hold-up was is probably his own frustration at the fact that he is required to answer the question himself. It probably has little to do with you.


nekroturkey wrote:
I stated final event "up until the 1.0 servers disconnected" and midnight. In other words, November 11th 2012 at midnight. That was his answer right there.


darexius2010 wrote:
What I'm not with you on is smashing the customer service rep and slinging this around. In today's day and age, people are struggling for employment. He may work at Square and not be a gamer himself. Instead, he works there because that's literally all he can do or the best he can do. He's not going to just quit or leave because he doesn't play video games. He has to eat, possibly feed a family, keep a roof over his head, etc. He deserves that opportunity just like anyone else.


nekroturkey wrote:
B. Lack of experience isn't an excuse for incompetence. Try telling your supervisors you couldn't help a customer because you aren't experienced enough in the field that you work in. Coming from someone that works in HR, I'd ask them why they're working for us then.


His financial needs are irrelevant. If he can't perform his duties as a CS, if he's unable to help customers because of his lack of experience, then he shouldn't be employed there. You're saying he isn't at fault because he has no experience with the product that the company he works for sells. No supervisor would take that as an excuse.

On top of which, he went beyond his position and chose to make the situation worse by attempting to antagonize me. There was nothing professional or by-the-books about our conversation. So I'm not exactly sure how you're getting that impression.
#19 Apr 20 2014 at 12:13 PM Rating: Good
Quote:
His financial needs are irrelevant. You're saying he isn't at fault because he has no experience with the product that the company he works for sells. No supervisor would take that as an excuse.


Didn't say they were, and I didn't say that he isn't at fault. Please use factual evidence against my arguments instead of knee-jerk reactions due to your irritation or anger.

I worked at American Express. I never had nor do I want an AMEX card of my own. I didn't have any credit cards at all. I don't have a financial background whatsoever. I was sat in a room and trained for two months in regards to using the system they have in place and being taught how to function in my position.

Unfortunately that's the majority of customer service positions. I was hired out of Best Buy because I was a switchboard operator (technically my position was called Multi-Channel Sales). I don't know if you didn't read what I had written, so in spirit I'll say it again. In today's day and age, people are struggling for employment. He may work at Square and not be a gamer himself. Instead, he works there because that's literally all he can do or the best he can do. He's not going to just quit or leave because he doesn't play video games. He has to eat, possibly feed a family, keep a roof over his head, etc. He deserves that opportunity just like anyone else. Just like you. Unless Easter is some magical 'double standards' day, he did his job.

Quote:
I stated final event "up until the 1.0 servers disconnected" and midnight. In other words, November 11th 2012 at midnight. That was his answer right there.


What you said was this:

Quote:
You: I can only give you an approximation. I stopped playing when 1.0 ended. So around 09/17/2012
You: Up until the 1.0 servers disconnected. They had some sort of final event, and then they shut the servers down. So during the final event, around midnight or so.
You: The fact that it was two years ago. How am I supposed to remember the exact time and date?


You confirmed, on three separate answers, that you did not have an exact answer. You, in fact, only had approximations. Square Enix may not want approximations. He may have a glaring warning label in front of him on the form stating to not include approximations and to only include exact information. If those are his orders, and he can't post approximations, you're mad at the wrong person. It's entirely plausible that, during an audit, he could be called out so you can have what... your old 1.0 account back? Is your account worth his job? Should he loose his job because you changed a password and didn't write it down, didn't keep original registration codes, or used a password that was later invalidated and you didn't change it in the allotted time they gave you like they gave everyone else? No.

Quote:
On top of which, he went beyond his position and chose to make the situation worse by attempting to antagonize me. There was nothing professional or by-the-books about our conversation. So I'm not exactly sure how you're getting that impression.


He asked you for information that you were unable to provide. You continued to give him guesses. I don't know where the disconnect between you and the fact that SE has a right to secure it's finances and property from thieves comes from. I could call in as you and give the same info you gave, and I'd be trying to steal your account. They have these measures in place for a reason: Account theft is a problem. SE has the right to secure their property and their finances, plain and simple. His reaction to your 'incompetence', since you enjoy slinging the word around so much, is normal and founded. I'd be willing to bet that if I were calling in to seize your account, you'd want him to respond in the exact same way.

I can't say it enough, I sympathize with you. I really really do. You're making it really hard to, though, by responding plainly in anger. Your responses, fueled by misplaced rage, aren't attacking any on particular argument that's being made with evidence to support your retort. Here are the facts:

1) You can't log in because your password is borked.
2) You waited until now to resolve that issue.
3) You, like others, were given warning that password parameters were changing, and were warned via e-mail. If you didn't keep your email information up to date or set your spam filters to accept SE communications, that's not the fault of SE, that's the fault of you.
4) You're upset because SE doesn't want to give your account to someone they can't verify. I didn't even see any follow-up to the notary form, just you ending the conversation after he said he can't include your response in the report. Which he was right to do so given the possible instructions he may have and the fact that he wants to keep his job, which is vastly more important than any account you may have.
#20 Apr 20 2014 at 3:00 PM Rating: Decent
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darexius2010 wrote:
Didn't say they were, and I didn't say that he isn't at fault. Please use factual evidence against my arguments


You've said multiple times now that he's bound to procedures that dictate his actions. Therefore you believe he's only following these procedures and that the CS himself isn't to blame, but rather the policies he follows. Undoubtedly, there are procedures they must follow, but neither of us know what they are exactly. You're attempting to absolve the CS of any wrongdoing through supposition of what these procedures might be, however. Your reasoning is entirely hypothetical and subjective. There's nothing factual or evident about it.

darexius2010 wrote:
Unless Easter is some magical 'double standards' day, he did his job.


Didn't realize threatening and antagonizing customers was part of his job.

darexius2010 wrote:
What you said was this:


What I said was that I was there during the final event, until the 1.0 servers shut down at around midnight or so. So again, November 11th 2012 at midnight. The CS wanted a time and date, and I gave it to him. I'm not exactly sure what you aren't understanding about this.

darexius2010 wrote:
I can't say it enough, I sympathize with you. I really really do. You're making it really hard to, though, by responding plainly in anger.


Not once have I responded in anger. In total disagreement perhaps, but not anger. I'm still not sure where you're getting your impressions from.
#21 Apr 20 2014 at 3:29 PM Rating: Good
nekroturkey wrote:
You've said multiple times now that he's bound to procedures that dictate his actions. Therefore you believe he's only following these procedures and that the CS himself isn't to blame, but rather the policies he follows. Undoubtedly, there are procedures they must follow, but neither of us know what they are exactly. You're attempting to absolve the CS of any wrongdoing through supposition of what these procedures might be, however. Your reasoning is entirely hypothetical and subjective. There's nothing factual or evident about it.


There's extensive experience as a customer service representative myself that drives it. For Best Buy, for American Express, for Comp-u-Tek, for Endeavoren, and from owning my own company and making the little binders with flow charts and questions that are mandatory. If, by some stroke of luck, SE is exempt from the standards that the rest of the industry employs, I'd be absolutely shocked.

nekroturkey wrote:
Didn't realize threatening and antagonizing customers was part of his job.


He didn't threaten you. I mean... what? When the hell did he threaten you? Informing you that he needs an exact answer and then informing you that he'll have to leave it blank because you don't have one is hardly a threat. As far as antagonizing you, he asked you for information that in all three responses you were unable to produce. Please see my last post where I quoted all three responses you gave him as a reference.

nekroturkey wrote:
What I said was...


I quoted what you said. It's available for reference in my last post and certified by your opening post.

nekroturkey wrote:
I'm still not sure where you're getting your impressions from.


I guess it's the deadlock we have -- Your expectation is for SE to just candidly hand you the keys to the account. The reality is that it won't happen. You still haven't addressed the form he mentioned that you'd need notarized. There was absolutely zero talk of it. It appeared to me that you got frustrated at the first sign of resistance and just threw your hands up wanting a ticket number and saying goodbye. It's something you're repeatedly not addressing and instead you're insisting that this representative is incompetent and should be 'not employed' because he doesn't play a stupid game that at the end of the day matters not to anyone in the vast scheme of things. You get a tattoo and a mount that doesn't mean diddly to anyone, and that's coming from someone who went through hell and back to unlock his legacy account after applying a preorder code to the wrong account, three times total, and spent way more than he needed to in order to get his Goddamn Cait Sith Doll and Moggle Hat on the right account.

But none of that was SE's fault. It was mine.

So going back to topic at hand, do you really wish this person to be unemployed for asking the questions he did? Is it really worth harm on another person just for your legacy account? Where do you draw the line on that?
#22 Apr 20 2014 at 3:48 PM Rating: Good
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1,310 posts
Having worked in customer service myself, I will say I've had my share of angry ex's, frenemies and nosy relatives try to compromise someone else's account. The reason these questions are so meticulous is to prevent someone who knows you pretty well from taking over your account using customer service itself.
#23 Apr 20 2014 at 6:47 PM Rating: Decent
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2,010 posts
I don't know why you guys are still going back and forth over this. Bottom line - SE has some dumb policies. Then again, they kind of always have. I wouldn't expect them to break tradition all at once. Give Yoshi-P time. He's still got a LOT of work ahead of him.
#24 Apr 20 2014 at 7:09 PM Rating: Excellent
Torrence wrote:
I don't know why you guys are still going back and forth over this. Bottom line - SE has some dumb policies. Then again, they kind of always have. I wouldn't expect them to break tradition all at once. Give Yoshi-P time. He's still got a LOT of work ahead of him.


I feel we're going back and forth because of misdirected irritation and anger at someone doing their job rather than the company that makes the policies said person has to follow.
#25 Apr 20 2014 at 9:08 PM Rating: Good
I gotta back up Darexius here. In phone customer service, if you deviate from the script, you get in trouble. Period.

You didn't tell him Nov 11th at 12AM - I'm the one that said that. And even I had to look it up. I might suspect the "when did the 1.0 servers shut down" got mentioned in their training and he might have even known the date and time, but unless you told him that specifically, he couldn't accept the answer.

It seems silly but as Xoie said, they have to do everything they can to protect accounts from scammers - even people claiming their account was already compromised in attempt to get their passwords back. I believe you, and of course you know that it's your own account, but how does SE know other than with the information you give to them?

Edited, Apr 20th 2014 11:08pm by Catwho
#26 Apr 21 2014 at 6:16 AM Rating: Good
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2,010 posts
The op did say midnight. It's right there in the transcript.

Aside from that, I work in customer service too. Have for many years, and maybe it's just a different corporate culture where you are, but at my company the number one focus in customer service is helping the customer. We are, of course, aware of the dangers of social engineering, but we don't take that as a default position when dealing with a customer. Even reading the transcript again, I feel like the csr didn't really listen to what the op was saying.

Yea i get it, first tier gets a script, stay on script and generally get good results. That's why there is a script. But good csrs see beyond the script and help the customer. Those csrs are the ones who usually see the promotions.

Anyroad, it likely doesn't matter at this point. I'm sure by now he has called and it's all cleared up.
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