Anet this will be my last contact I am sure but you may have restored an account but you lost yourself any hope of having me as a future customer. Also be aware if your strong password users are not sharing their passwords/accounts and their still getting hacked you have serious internal account issues.
That, or you have a serious account issue yourself somewhere. Seems far more likely to me. Do you have 2-factor authentication? Is your password unique? Is it different from your email password? Is your email separately secured? Do you have any keyloggers?
In this time and age security isn’t a given anymore. It took me the better part of an afternoon to set up vastly increased security everywhere. If you don’t have my phone, you’re not getting into any of my accounts anymore.
Sounds a bit nieve for you to just be out there attacking those who have had things happen. 1) I can’t two factor because I don’t have a phone (not everyone is in the same boat as you and priviledged enough to have one) 2) I don’t have any keyloggers and the password is infact very unique. Even unique enough that others in my own family don’t even know it. 3) My e-mail is 100% secured and I log into each time and the passwords do get changed. 4) I scan weekly this means for the 3 weeks I didn’t play its would have found it 3 times but it has found nothing wrong at all.
The bottom line is I take “reasonable” care of my account and its information. I have for 15+ years. This “suspect” e-mail account I have had even longer than this and noone has had any access to it yet someone is able to get into my account remove everything to the point where a user is unuseable and the only thing Anet will do is change a couple of characters on the acount to get the login back to you.
1) No restores done.
2) No account security for changes once your in it.
3) No customer service for support.
Here is a hint Anet – have security questions and make it that people have to input them to make changes so anyone that does any kinds of attempts has to know more than just a password.
Like I said I am not coming back to anet as this is the first time this has happened and to be honest anything short of a full restore to the condition I logged off would not bring me back. I am sure it will be my last as long as I reasearch which games I play and don’t just jump on a day 1 purchase like I instintively tried to do here and I play games I know at least have the account security levels I require to play.
I hope the other poster gets their accounts looked at. Anet you need to look at customer service and determine exacly where your willing to let future sales affect current state.
Anet has stated over and over gaain this game was not about a gear grind if that is the case then there should be no problems at all restoring those “non grinded” items to a hacked account. Whats really sad is anet lost this a dedicated player who had a whoping 6-8 gold in his account. Even restoring the gold itself would not kill the economy.
Okay now that I have just checked back here I wish you all well on your future endevors.