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Review 4/14/2009
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Square-Enix makes some of the best story based RPGs on the market. However, their customer support is the worst I've ever had to deal with.
Recently (Feb, 2009) I had a billing issue (double billed for monthly services), and I called their support number, tried to have it removed and the first tier support refused to do anything but read a script to me. Which was funny when I'd ask questions about billing procedures that the script did not cover. I asked to be transfered to a supervisor. First call I made, there were none available. Second call, none available. It took 8 calls (to their non-800 number) to finally get a "supervisor" (he claimed his name was James), he was rude, condescending and refused to even listen to what I was saying. Had he tried to listen, he might have at least understood what the problem was, instead of yelling at me during the entire phone call. Trying to explain billing errors to somebody who refuses to have an interactive conversation is not easy.
I finally had to call VISA and make a chargeback against Square-Enix to recover the money. VISA refunded the excess charges Square-Enix had made against my account.
I have no idea why Square-Enix's customer support is the way it is, but it has made me decide not to purchase any of their products in the future. Their stand alone products that don't require monthly fees may be a different story, but anything with recurring fees with this company is just asking for trouble.
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