Update on FFXV UCE Missing Game...
I pre-ordered The Final Fantasy XV Ultimate Collector's Edition from Square Enix main store site. I received the game on Nov 28. When I opened the box I realized that something was wrong. The artbook was sitting outside the Amano box when it was suppose to be inside in a slot made for it. When I opened the Amano Box I also found that one of the steel case books was missing,the one with Noctis and Gladiolus on it. (Game,DLC,and Movies). So all I got was the Play arts kai,postcards, and 1 steel case,the one with Ignis,and Prompto, on it.(The Anime,and Soundtrack) and to make that matter worse the Anime blu ray was in the wrong region.
I contacted Square Enix Store Support immediately. Didn't get a reply for days. When I did They sent me a email quoting:
"Thank you for contacting the Square Enix NA Online Store Support.Please report your issue with your damaged / missing items for your FFXV UCE to our central customer Support at: http://support.na.square-enix.com/ They will handle your issue as soon as possible.
In case you have further issues please don't hesitate to contact us again.
Best, Jane
The Square Enix NA Online Store Team"
So I contacted them. More days pass before I got reply from them. But they redirected me back to Store support quoting:
"We apologize, while the product you are referring to is indeed a SQUARE ENIX product, the store that handles those issues has their own support system in place to assist with these types of problems."
at this point I started to get frustrated and realize that I was getting the go around. I then attempted to contact Store support again but this time was treated a little more coldly.
Again they tried to send me to Central Support/Square Support Center.
"My apologies but for all the damaged orders for FFXV UCE you should contact the central customer support, we're not able to help our customers with that issue since the instructions we have from the central is to send all those request to our central customer support, please contact with them again they should be able to solve your issue.
If you have any questions, please don't hesitate contacting us.
Best, Sergio
That's when I tried to explain to Sergio that Central Support sent me to them to ask for a replacement and that they have been sending back and forth for weeks. This was his reply.
"I told you the instructions we have from our US central, also i will contact with them to ask why they re sending you back to us.
If you have any questions, please don't hesitate contacting us.
Best, Sergio"
After that I contacted Central Support/Square Support again and they told me to send pictures and a copy of the packaging slip to them. I complied. A day later they sent me a Download code for the game and told me to wait for more information about getting the physical copy I never got along with the DLC and movie I paid for. All contact stopped after that. I had been trying to get my missing items for a little over a month. It's Jan 8 2017 now and not a single word from Square. I went ahead and filed a dispute with Paypal and they have refunded me my money.
This is the first and only time I will order directly from Square Enix Online stores. If your order from the just know that if something is wrong with your purchase their support system is horrible.
