Guild Wars 2

I just want to preface this post by saying that I enjoy GW2 very much and the intention of this post is to inform those who might encounter this issue and maybe even get a respsonse from Arenanet.
A RL friend and guildmate was recently hacked. I have a couple of issues with the way it was handled.[b]
First, his hacking issue was not addressed by Guild Wars support more than 24 hours after two emails. There was information in the emails about security and what he could do to make his account more secure, but that was all. There was nothing regarding contacting them or anything further being done to help his situation. The final email which says they cannot provide restorations is ridiculous. Money was spent as was time. Considering people hacking accounts isn’t something that is new, they had no clue that this could ever happen to anyone? This game has been in development for five years and no one considered being able to restore someone’s account back?
Unfortunately this situation has cause a friend to no longer play for fear of going through this again and loss of money. I hope no one goes through this because if you have been hacked and were helped by AN, then great. Knowing that they are not prepared to restore your account is disheartening and I hope ArenaNet fixes it soon.

From: support@guildwars2.com
Subject
Restoration Request: Unavailable Option
Discussion Thread
Response Via Email (Bethany) 09/18/2012 03:18 PM
Hello,
We understand how scary 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 and items – Due to the tools that we currently have, we are unable to provide restorations or any direct assistance with reclaiming what was lost.
If you have any other questions please let us know.
Kind Regards,
GM Smirk
Guild Wars Support Team

Customer By Email (John Doe) 09/17/2012 07:55 PM
I went into the account and saw its still empty with no money or resources. Will that be fixed soon or more time is needed? I can log in to the account but having noting makes it unplayable.
My concern if this happens again then what recourse do I have. In WOW if this happens they can get your items back and cash. Thank you for the quick response.
[Incident: -005952]
I could log in back again after about 10 minutes after I was kicked. All resources except the account bound ones where taken out and game currency as well. Hacker seems to about to get in the guild bank ( 1 toon was in front of it) but was kicked out prior and nothing was taken there. If there is anyway to stop any IP not
from FL, I would appreciate it. Thank you for the help.

Response Via Email (Eddy) 09/16/2012 05:44 PM
Hi John Doe,
Thank you for contacting the Guild Wars 2 Support Team. We understand your account has been compromised.
We will be glad to help, please read this entire message as it will speed up the process to resolve this issue. We are sending each player who has reported a possible account compromise this request for additional information. Do not worry, you will not “lose your place in line;” and obtaining this information will allow us to resolve this issue more efficiently.
Please reply with the following information:
1. If your Guild Wars 2 account name has been changed, provide the account name (your secure email address) you want it changed back to.
2. What is your complete Guild Wars 2 Display Name (if you have it)?
3. What is your 25-digit Guild Wars 2 Serial Code?
We will be waiting for your reply, should you have any other question, contact us.
Guild Wars Support Team
http://support.guildwars2.com/

Customer By Email (John Doe) 09/15/2012 03:40 PM
All gold and items where taken from all toons. Someone in California logged in while I was playing and kicked me out and then I reset my password but still could not stop anything from happening.

Auto-Response 09/15/2012 03:21 PM
Hello,
Thank you for contacting NCsoft! We have been receiving an overwhelming response to Guild Wars 2 and we are doing our very best to answer questions as quickly as possible. You are receiving this automated message based on information provided in your original submission that indicates that we may be able to answer your question with the information provided below.
Customer By Web Form (John Doe) 09/15/2012 03:21 PM
I was kicked out the game from someone in CA. I cant get in anymore[/b]

Im currently been hacked and my account has been suspended, i’ve waited over 14 hours and no reply from the support team. I am very disappointed. I expected more from the team from guild wars 2.

24 or 14 hours is nothing considering the volume of people who get tricked into getting hacked.

ArenaNet themselves have not been hacked so anyone who gets hacked is either using the same login information as another site or game that had their database hacked or they have a keylogger on their computer or they tried to buy gold from illegal gold sellers.

ArenaNet have been trying so hard to convince people to take more care with their accounts but it is falling on many deaf ears.
Yes the hacked people are victims but they left themselves open by being slack with security.

I think not being able to restore items atm is a great incentive to try harder to protect your account in the first place…

So explain this is me all knowing master Bluestone…..

I was hacked 3 days ago. My E-mail and password combination are unique to this game with my password including case sensitive letters and numbers making it a strong password. I do virus, spyware, malware ect… scans every 2 days. I have never bought gold/accounts or visited any such website that offers these services. Not to mention that this is a gaming computer in which I use for gaming strictly and pretty much nothing else.

So please explain to me how I left myself open to being hacked and how this is not Anets fault. I have more friends and guild members that take the same security precautions that are reccomended and they still get hacked. I think this game has more hacked account than I saw in Diablo 3 when I played that garbage of a game.

Anyways, Lastrite I am in the same boat as your friend as well. I refuse to play the game that I paid $80 in fear that some kitten bag china farmer is going to log in my account and flush all my time and energy down the toilet.

Anet, fix your lack of account security and implement a rollback or item restoration pronto or you are going to lose the majority of your player base very quickly.