Looking for some advice on how to proceed (Security Token MIA)

[ShomeGhuye]

I'm having some trouble with SE with regards to my security token. I ordered it the day after it became available and I still had 3+ weeks of school remaining so I figured no big deal. Two weeks roll by and I figure I'll give them another week. I do and decide to contact their live chat people since it still hadn't arrived.

After a conversation with the representative, he decides to reroute the package despite my assurances that it must be lost. The package was rerouted to my house where I currently reside (before was my college dorm). Needless to say after 14 business days it still hadn't arrived. So again I contact live chat and they admit that my situation has "escalted" and it will be under review by a supervisor. I should be hearing from them probably by email, but there's no ETA on how long that will take (wtf?). It's now 2 1/2 weeks since then and when I tried to get in contact with them after a week they had passed they sent me the same BS about there being no ETA.


That's the story. It seems like if I contact them they'll just keep throwing the "no ETA" thing at me. It also seems like they're just tossing the case aside and that there is no supervisor. I'm wondering if any of you guys had gone through some nonsense like this before and if you were able to get it resolved (and if so, how?). Maybe I should try to email PoL support instead?

BTW it's been nine weeks to the day since I ordered it. :shok:

 

[Redx]

That sucks :/

My GF had a similar problem, we ordered ours the same day and I received mine about 2-3 weeks later but after 5 weeks she still didn’t have hers. After numerous phone calls to SE they sent a new one out and it arrived next day.

All I can suggest is to phone them every 2-3 days until they send a new one, GL.

 

[ShomeGhuye]

Thanks very much. Guess I'll try calling them when I get off of work tomorrow.

 

[karla]

Same problem here, It has been 2 months since I ordered mine.
I've talked to them once on the webchat mid May, and no news from them since then.

("Okay I've escalated the issue and will be contacted as soon as they figure out where that package went. I do not have an estimated time of when they'll contact you back however.")

*sigh* Guess I need to chat with them again.

 

[ShomeGhuye]

I do not have an estimated time of when they'll contact you back however

*sigh* Guess I need to chat with them again.

This is the same junk they fed me. After a week of waiting (post supervisor review with no ETA) I went to webchat and the only thing they did is assure me the case is under review but there is no ETA. I'll be calling them about this later today. I'll make a post saying how it went so you can know if it was of any help or not.


Edit: They don't take calls on sundays, get back to you tomorrow

 

[Valandil]

How is it that Square-Enix, a large company, doesn't know how to use UPS or FedEx tracking labels? Sounds like they have some awesome logistics managers.

 

[ShomeGhuye]

So I made the call today. All I've gained from it is that they're sold out of tokens and I couldn't speak to a representative because they stick you in an infinite loop if you're pressing the appropriate button on their menus for security tokens.

As for SE being stupid - there's of course no way to be sure, but it really seems like they just don't care.

 

[karla]

So I made the call today. All I've gained from it is that they're sold out of tokens and I couldn't speak to a representative because they stick you in an infinite loop if you're pressing the appropriate button on their menus for security tokens.

As for SE being stupid - there's of course no way to be sure, but it really seems like they just don't care.

Thanks for the information ShomeGhuye, so I suspect we got our package lost, but SE couldn't send a new one because it's out of stock...

Since I live in Hong Kong (with the token delivering to Texas) and webchat is the only way for me to communicate with the CS, I guess I won't bother to stay till 2-3 am if they are giong to tell me the same answer.

And according to the JP POL site (http://www.playonline.com/ff11/polnews/news16390.shtml) The token will be available again on 29 June. I HOPE we actually get it soon.

To be honest, after 2 months' waiting, I just want my token and now I don't even care to buy a new one..... but the fact is you can only purchase token once with same a/c =_=.

 

[Lenneth]

I gotta question for everyone who has called SE on this, what number would you call to get their north american security token related help line? I also ordered my token when they announced them, but have yet to receive it. thanks.

 

[ShomeGhuye]

If there was a help line dedicated to the security token I'm unaware of it. The number I called was (858)790-7529 which is their general help line. Sometimes you'll get a busy signal, but when you do get through there's nobody you can talk to regarding the security token, only a recording with some information. This information is accurate as of 6/29/09.

I had also tried to get in contact with another department so that I could at least talk to a live person who can transfer me to somebody I could speak to regarding the token, but I was on hold waiting for the next representative so long that I fell asleep. I might try again later today, but I'm not sure I care enough anymore.

GL

 

[karla]

Another piece of information I read on other ppl's token story:

"There is a long list of customers in the same situation who have not received their tokens yet. The supervisors have been contacting customers but at a very slow pace, reshipping tokens. Until they contact you, I have no additional information available at this time."

"If enough time has passed and we do not receive it, then we will most likely ship out another one." (God knows how long is the "enough time"..)

 

[ShomeGhuye]

"If enough time has passed and we do not receive it, then we will most likely ship out another one." (God knows how long is the "enough time"..)

I'm sure they meant to make that ambiguous. That way if people like us contact them, they can say "enough" time has not yet passed. Honestly 11 weeks now (I think) should be counted as enough time, hands down. Thanks for the info though Karla, I hadn't seen that before.