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31 July 2010 @ 06:00 pm
Questions to former/current FF11 players  
Hey guys! While I so want to share with everyone my experience in the beta, but I cannot at this time. I would love to do so once the NDA is lifted. I do have some questions though since my only experience with FF11 was from a two week trial last summer.

How is SquareEnix's customer service/GM support? I've rarely needed to contact GMs and such in the MMOs I've played but I'd still like to know about this.

What's been the general relationship between JP players and non-JP players in FF11?

What's been SE's record with taking suggestions/complaints from players? How much did they take into consideration suggestions from international players?

I certainly don't expect these aspects from FF11 to automatically translate over to 14, although it is a good general idea of what I might dive into once the game hits retail.


And an observation/mini-rant:

I'm a bit disturbed at the sheer amount of staunch SE defenders, fanboys, and apologists I've come across. From what I've seen, there is a significant camp of players who believe SE is infallible and whatever SE gives us, we should accept it without complaining no matter how bad it may be. I'd love to elaborate on this, but all I can say is that it's quite fascinating and disturbing at the same time.
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Sarabi_v2: randomcoolguy!sarabi_v2 on August 1st, 2010 02:33 am (UTC)
Individual problems are generally handled pretty fast by SE, but they're notorious for bad overall support in FF11 (just look at RMT, it took them like 3 years to start going after them and they're STILL not gone.)

JP players could go either way, some were awesome and nice, while others were elitist pricks and shameless botters.

SE takes a suggestion/complaint once enough people make it. Perfect example is the CoP expansion. They majorly nerfed the difficulty after a ton of people whined it was too hard. And the whole "you can solo most of the game" part of 14 that they're playing up so much is in response to backlash against the party-centric dynamic of XI.

Overall they're decent but by no means the best and they don't have their customers foremost in their thoughts (at least from my 4-year FF11 experience).
Sarabi_v2sarabi_v2 on August 1st, 2010 02:34 am (UTC)
^ Though given all that I'm still buying 14 and expect to become hopelessly addicted anyway. XD
cesariauk on August 1st, 2010 11:30 am (UTC)
Customer service? They're getting better but they had a helluva lot to learn - their initial responses to the RMT hackings and the like left a lot to be desired, GMs veer between being really helpful and completely ineffectual depending on who you get - lots of players don't bother calling them anymore because they know they'll get no joy out of them (I've been MPKed while on BST and they haven't acted several times).

JP players - until the world merge I would have said similar (while they'd rather play with their own community - they were generallly ok and we had a few who were fab interacting wtih the English speaking community) - but the JP players where we got shunted onto are some of the most racist unpleasant creatures going - the sort who'd leave you dead on the floor just because you weren't one of them - it's really unpleasant and it makes having to play EU time a pretty bad experience.

SE rarely listen to players (although give them their due they seem to be trying more these days - having been dragged kicking and screaming into the same decade as the rest of us), and I don't think they'll ever be one of the more customer service oriented companies (which this might be a good thing considering some of the jumping-obsessed idiots in the beta forums...).

I'm still very angry how they handled the server merges in XI though - they allowed name stealing, they allowed out and out harrassment in Whitegate shout of the incoming community, left them without linkshells as the vendor was actively camped - they showed just how little they'd actually learnt when they put that in place.

While I'm playing 14 Beta - I'm nowhere near 100% I'll be going over to it on retail. Directly as a result of the things above... SE may have made some stonkingly good games, but they've also produced a fair chunk of artificually extended with timesinks dross... I'm no blind apologist or fanboy.

(apologies for typos - my glasses are upstairs still)
Mr. Bubblemrbubble1 on August 2nd, 2010 02:22 am (UTC)
Thanks for the response.

I'm curious about what will happen in phase 3 since that's supposedly when there will be some major content changes, but the state of the beta right now still worries me. And what worries me even more are the people on the beta forum who thinks certain aspects of the current build (UI, controls) are perfect. Very disturbing.
nymphah on January 20th, 2011 02:40 am (UTC)
Hmm... ok I know this is an old post, but its an interesting discussion and hopefully it can help someone. XD

My experience with customer service (I've been playing ff11 on and off for 4 years) has been minimal, luckily, and I never personally had much of a reason to use the GM service. But though it seems like they're getting better about things these days, in the past customer service has been notoriously horrific. GM's have a bad reputation for not being very effective. It took years for them to deal with RMT, and HNM botting eventually became widely excepted because nothing was ever really done about that. But ultimately, with the smaller issues I think it depends on who you get.

As for the JP/EN playerbases, there's a bit of segregation, but it's mostly due to the language barrier. You just don't want to do endgame, or highly involved missions or quests with someone you can't communicate with effectively. But, people don't mind doing simpler tasks like partying together and they're generally a respectful and friendly bunch.

SE deals with suggestions/complaints when they get enough of them. In the past, they've been a bit slow dealing with non-JP complaints, but in the past year or so they've gotten much better about addressing issues.

Also, I'm surprised there'd be so many SE defenders in FF14, you just don't see that sort of thing in ff11. There's a lot more complaining on that end, I guess. >.>