My Account Hack by GraceO'malley aka Brazen
in Account & Technical Support
Posted by: Solomon Darkfury.3729
The person that is having an issue with their account will need to continue their dialog with support. Vouching for other players will do nothing and is frowned up in the forums.
Please do not post petitions or testimonials. Your case will be carefully appraised and we will do the best we can to help, but having 10 friends vouch for you clogs the system and doesn’t add anything or change the outcome.
Ok understand this… She HAS gone to support… and for the reasons I am getting ready to state it was felt it was needed to be brought here…
So most of you on GoM know me or know of me… I’ve played since launch thousands upon thousands of hours… I was one of the first commanders on the server, I was one of the first with a legendary, one of the first with multiple legendaries, and one of the first with Eternity… I’m also not afraid to admit I have supported this game financially through thousands of dollars of in game gem purchases.
I brought Grace to this game from a game we knew and loved before this one… granted she took a little to convincing but once she made the leap, once she saw the depth of ingame content, once she saw how you could customize your characters, once she saw the AMAZING community… she was hooked… She’s been playing for two and a half years now and played TONS of hours and also supported the game financially with alot of gem purchases…
Grace is a well know and well respected member of the GoM community. As you have heard from others, she has taken to heart my own philosophy of a pay it forward slefless attitude towards others in the community. Quite often she helps others via gold, dungeon runs, Fractals… She even helps alot with TTS guild events…
I have known Grace for 5 years and trust her IMPLICITLY… This isn’t some stupid gamer trying to find their way around the system… This is a respected member of the community who is facing the travesty of her account being hacked via a phishing scam.
The travesty that is the “customer service” being delivered on this case… let me lay out the facts for you-
1) Grace has had to deal with FOUR different CS reps and had to practically reboot the conversation EVERY TIME. Anet didn’t assign a single case manager…
2) Grace provided the time and date of the hack. Anet should have been able to tell the change in password at that time.
3) The hacker setup a mobile authenticator. (which Anet would obviously know when happened)
4) Her Gmail was hacked too and Grace has provided that info to Anet from Google correspondences… Which included the hacker’s Japan IP.
5) The first CS rep admitted it looked like she got caught by a phishing scam
6) The last CS rep refuse the windback telling her to not give her password to friends… (Do they even READ the case notes?)
7) Anet gave her access to her account which was of course gutted and said it looked like everything was fine…
8) Grace has provided EVERYTHING Anet has asked for and only asked for a little good will in return by winding her account back…
Grace has always been a heavily active member of her guild and the server community… What is happening here is unbelievable…
Having been in the customer service industry for two decades I find what has happened here to be apalling at best. Grace would literally gain NOTHING from the windback. Anet would lose NOTHING from the windback. If anything there would be one entity that would get something out of this and that is Anet… They would keep a LOYAL and financially supportive player who is an ACTIVE and HELPFUL member of the community just by showing a bit of faith and a little bit of good will…
As I said before I have been around since launch. I’ve played thousands of hours and I’d like to think I am one of the most well known members of the GoM server. I have spent thousands on gems in this game(all verifiable by Anet). And unfortunately to me I find how this entire situation has been handled, at least from a customer service standpoint, to not be up to the standards I would want out of the reps at my job who make minimum wage…
As such, from this moment forward I pledge to not buy any gems until this situation is handled and resolved in a proper manner… If Grace gets the windback refused again then Anet I regret to inform you I will take my thousands in gem purchases to a game more in line with my own personal customer service beliefs. Simple beliefs to put the customer first… I will walk away from the game I have loved for 3 years and my money will go to support someone else…
Thank you for at least hearing us as we support our friend in need..
Sincerely,
Solomon Darkfury
Gate of Madness Server
(edited by Solomon Darkfury.3729)
There just isn’t anything that interests me anymore sadly…
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