I submit a hacked ticket & I got a automated message that’s no way relevant to how I was hacked, & closed my ticket. I update the ticket to get a legitimate response from a support team member, & it says,
“Hello Hyejin,
We understand how frustrating it can be to have your account accessed by someone other than you, and we are sorry you had to experience it. Below we’ve included links to a couple of Account Security web-pages. They both have tips and tricks to help improve your computer and account security.
https://help.ncsoft.com/app/answers/detail/a_id/993
https://www.guildwars2.com/en/news/tips-for-keeping-your-guild-wars-2-account-secure/
In regards to missing gold, characters and items, currently we are technically unable to provide restorations or any direct assistance with reclaiming what was lost.
If you have any other questions please let us know.
See you in Tyria!
Guild Wars Support Team
http://support.guildwars2.com"
lol.
I said:
“So you’re telling me.. I bought your guys’ game & put hours of time into it to lose everything because of the game’s vulnerable security?
Aren’t you damaging your reputation while losing your valued players?
Many people are saying GW2 doesn’t care to help the hacked because they already got our money. I said but they’re also losing prospective players that buy blue gems for the trading post w/ real money.
I read from forums that for the 1st GW the support team was able to do rollback for hacked accounts. Is technology even more behind since your previous game?
If I had known your support was unable to back me up when I needed it, I wouldn’t have purchased the game at all. This is very disappointing.
Instead of providing us the information to improve our security, as if it was our fault to get hacked in the first place, your team needs to up your security system or get a better support team that the players can rely on."
I get on the forum only to see that I’m not the only one in the loss here. I see one thread with a response from GaileGray saying, “We do not currently have the ability to conduct Account Restorations. That is definitely something we want to offer in the future, but it’s not possible now.”
Not possible now? With all the MMO companies that have the capability to do this (such as rollback) for how long, how is this still not possible?
I showed my friends the email response I received, & all of them shook their head & said, “they don’t give a s*it,” “they sound like a**holes,” & I couldn’t agree more.
How does it make sense & how is it fair that players invest their time & money to purchase a game, & the company responds with, in a nutshell, “you should improve your password & computer security to not get hacked in the first place. Your loss is your loss, too bad so sad. If you have anymore questions you can ask but you’re still not gettin your s*it back.”
DO & SAY SOMETHING THAT YOUR CUSTOMERS WANT TO HEAR. You’re not a small company, this is not some child’s game, WORK ON WHAT WILL MAKE US HAPPY instead of hiring more support team that will tell us the same s*it that we don’t want to hear! Look at all the complaint threads on what is lost. TELL US that restoration technology is being worked on & that it WILL BE POSSIBLE SOON & we will be compensated for what is lost whenever it becomes available!
& get a d*mn authenticating system!
(edited by hyejinstar.2830)