SE are you okay with this?

the speed that it takes SE to take care of problems (hacked, customer support, sometimes event item claims) is MINDBLOWINGLY SLOW.

i had gotten hacked back on oct. 10th by a gifarmer overnight. sent a ticket to SE about this can waited on the phone for 40 mins to get a responce. got my password changed and kicked off the gilseller (after he had taken all of my stuff of course) off my account and stayed logged in to make sure he couldent get back on.

well he was on my account again on the 11th and i repeated the steps i did to get him kicked off. later he made another char on the JP servers that i diddnt notice for like 4 hours then my account got suspended and the investigation started.

well skip all the way to OCT. 30th and i got my account back a whole 19 days went by (13-14 days if you dont count weekends) and i STILL have to put in a ticket to get my account rolled back

Continued from OP

as of today....i havent been able to play FFXIV for a whole month........because my account had a gilseller on it for less than 24 hours.

i had heard SE's CS was terrible but my god this is unacceptable for a company this big. i understand that they are probably putting alot of resources into trying to fix the whole gilseller/botting thing but if they dont pick up the pace on helping people who have been hacked and such they are bound to lose a ton of people over the time it takes alone (ive been playing tera since the 12th and having fun instead of stewing about being banned and all)

i know posting this here wont do anything, but after a month i just needed to vent about this


P.S. just throwing this out there, i diddnt have any viruses on my comp (scanned 3 times with 2 different programs). apparently it was a non ffxiv unique password that got me. and for the "security token" people, i have alrdy gotten one and it got here before SE unlocked my account

Quote:

---

Originally Posted by Hypnotic13371337

okay SE, i came to you with a problem and expected you to help me with it in a timely fashion as anyone would expect a company as big as yourself would.

well if this problem isnt fixed by Friday this week, which would have been 35 days since this all started, im just going to fix this myself be farming my few mil gil and over 10k shards/crystals/stacks of darksteel ore and ect.

ill still be playing the game, but i will not be helping you in anyway possible, no bug reports/no bot reports/ no cheat reports/ect.

this crap has gone on long enough and im tired of waiting on you, its time to man up or shut up SE, make your move

---

Please tell us that at least you didn't pay during that time, that your pay days countdown was suspended as well?

Since, obviously, you're neither responsible for being attacked (rather, a victim) nor for the unbelievable length of their investigation.

Quote:

---

Originally Posted by Alcyon_Densetsu

Please tell us that at least you didn't pay during that time, that your pay days countdown was suspended as well?

Since, obviously, you're neither responsible for being attacked (rather, a victim) nor for the unbelievable length of their investigation.

---

the days that are being "used" while i was banned wont be re compensated, though i had payed beforehand and had 66 days left on that payment so its something around 30 now

That sucks, man. Do you have an authenticator?

Quote:

---

Originally Posted by Resolute

That sucks, man. Do you have an authenticator?

---

i do now :P

Quote:

---

Originally Posted by Hypnotic13371337

the days that are being "used" while i was banned wont be re compensated, though i had payed beforehand and had 66 days left on that payment so its something around 30 now

---

WHAT?!

So, to sum it up:

1. You got hacked.
2. SE froze your account for 19 days.
3. At the end of that period you didn't get your assets (gils, gear, whatever) back automatically.
4. You did pay real life money during the whole time.

Is that correct?

Which prompts the question: what have they been doing during these 3 weeks?! :confused:

That is my only real complain about this game, compared to other P2P, this company is doing terrible when it comes to RMT prevention. I have said it once and again, there is no excuse from a P2P game to have such a humongous amount of rampant RMT making our lives miserable.

I personally have discontinued my subscription and just coasting till it's over, it will be a good break and a chance for me to do something else with my time.

Quote:

---

Originally Posted by Alcyon_Densetsu

WHAT?!

So, to sum it up:

1. You got hacked.
2. SE froze your account for 19 days.
3. At the end of that period you didn't get your assets (gils, gear, whatever) back automatically.
4. You did pay real life money during the whole time.

Is that correct?

Which prompts the question: what have they been doing during these 3 weeks?! :confused:

---

1. yes :P
2. they froze it for 31 days, only 19 of those days SE could work on it (they get weekends off)
3. right, i still had to send a ticket for a rollback, which their est. is 7-10 buisness days
4. the days i payed for when i was charged for the 90 day setting were being used during the downtime and wont be reimbursed

You said that you got hacked on the 10th, then you recovered your account, changed your password to kick off the hacker.

THEN after all that he got on your account AGAIN on the 11th? It smell like the hacker got a nice backdoor on your pc that your scanner couldn't detect. At this point I'd worry more about backing up your important data and reinstalling your OS from scratch than wasting time with SE's support.

Yeah something isn't right about that - Authenticator won't save you since they're obviously targeting you if you recovered your account and they got it again shortly after.

Quote:

---

Originally Posted by Namasu

You said that you got hacked on the 10th, then you recovered your account, changed your password to kick off the hacker.

THEN after all that he got on your account AGAIN on the 11th? It smell like the hacker got a nice backdoor on your pc that your scanner couldn't detect. At this point I'd worry more about backing up your important data and reinstalling your OS from scratch than wasting time with SE's support.

---

well, when i changed my password for the 2nd time it was an old one i havent used in a long time (used to be an old WoW password) and on the 2nd time i called SE CS they had said that if they get your password from other games they will try them on the new games, which is how they got me. cause after i changed it a third time on the 11th with a totally new password he was not on at all

Quote:

---

Originally Posted by Hypnotic13371337

i had gotten hacked back on oct. 10th by a gifarmer overnight -snip- well he was on my account again on the 11th and i repeated the steps i did to get him kicked off. later he made another char on the JP servers that i diddnt notice for like 4 hours

---

So he hacked it, you got it back. He immediately hacked it again, you got it back. He hacked it a 3rd time?

Dude, stop going to bot/gil buying websites.

And for what it's worth, authenticators do about as much for account security as a T-shirt will stop bullets.

Quote:

---

Originally Posted by Melisenna

Dude, stop going to bot/gil buying websites.

---

the only new site that i have gone to since 14 came out was xivdb, stop assuming people are dumb enough to go to suspicious hole-in-the-wall sites and getting hacked from that

as for him getting into my account that many times, i diddnt have a 14 specific account password to begin with so they had it backlogged from way back from other games, and when i had changed it the 2nd time it wasant a unique pass either so when i changed the pass again it was a unique and he wasant able to get in

Quote:

---

Originally Posted by Hypnotic13371337

1. yes :P
2. they froze it for 31 days, only 19 of those days SE could work on it (they get weekends off)
3. right, i still had to send a ticket for a rollback, which their est. is 7-10 buisness days
4. the days i payed for when i was charged for the 90 day setting were being used during the downtime and wont be reimbursed

---

Assuming you're saying the truth (no offense to you personally, I just have to put that conditional here as a disclaimer since I can't check the facts),

That is totally mind-boggling. It's actually infuriating at best, disheartening at worst.

Notwithstanding the fact that most MMORPG providers do have a team working over weekends —because, let's face it, in the entertainment industry, people are usually using the products during weekends much more than weekdays…— therefore without even holding SE responsible for not working during weekends on a game-breaking issue such as yours; that they charge you during so long an investigation is positively a slap in the face, a total disdain for you as a customer, it's nowhere near the level of service you would expect for a pay-to-play game.

I am baffled at this. This is so much below anything remotely "good" as a service, it is so awful, I don't even have words to qualify it. When they have a customer support so subpar to every other company in this market, I just don't see how they even hope to make a good impression on us, players.

Talk about shooting yourself in the foot. This company is a joke if that is how they pretend to provide a "service". They'll never reach mainstream success when one of the primary factor for long-term commitment is the quality of customer support.

Quote:

---

Originally Posted by Hypnotic13371337

well, when i changed my password for the 2nd time it was an old one i havent used in a long time (used to be an old WoW password) and on the 2nd time i called SE CS they had said that if they get your password from other games they will try them on the new games, which is how they got me. cause after i changed it a third time on the 11th with a totally new password he was not on at all

---

Well I get that it's very likely that hackers will use passwords database that they stole from other games, but the time frame of the attack felt a little too quick in my opinion for them to get to you (unless they have been tracking you for a while somehow).

I'd still take extra security precaution if I was you.

Quote:

---

Originally Posted by Melisenna

So he hacked it, you got it back. He immediately hacked it again, you got it back. He hacked it a 3rd time?

Dude, stop going to bot/gil buying websites.

And for what it's worth, authenticators do about as much for account security as a T-shirt will stop bullets.

---

Really? I have yet to hear of one person getting hacked that had an authenticator.

Do not use off the counter antiviruses, you have to do these things with a safe mode start and several antimalware/spyware/combo fixes/ and root killers to get rid of all the bad stuff.

Also any type of file downloaded off unofficial or unknown companies or freewares can actually have something that gives a backdoor to malicious trojans or rootkits.

Use adblock/javascript block and programs of the sort when you browse the web,The piratebay is a house of malicious software, use with extreme care.

I still think that whatever problems the OP has on his computer, slow CS is terrible and leaves a bad impression, the first thing in customer service is to give the service... trust me I have been working on CS for 5 years and a pissed off customer who did not get what he payed for is baaadd for business.

Quote:

---

Originally Posted by Alcyon_Densetsu

That is totally mind-boggling. It's actually infuriating at best, disheartening at worst.

---

wouldent let me quote the whole thing :P

but yeah it blew my mind at how terrible it was once week 2 rolled around lol

least Blizzard could have done this in like 3 hours or so

Quote:

---

Originally Posted by C-croft

Really? I have yet to hear of one person getting hacked that had an authenticator.

---

Happened just a few days ago, lots of people being hacked while in-game. They shutdown the servers because of that. There are glaring exploits server side in this game, sadly. Security is nowhere near acceptable for AAA MMORPG from one of the biggest companies in the gaming industry.
—> http://forum.square-enix.com/ffxiv/t...ountermeasures
(sticky topic by Yoshi on this very forum)

Complemented by this player-made topic: http://forum.square-enix.com/ffxiv/t...hile-logged-in

Also, authenticators are useless when the SQL/server side is badly secured, and the memory/exe on the client side wasn't even encrypted at all (sessions ID were written in plain without protection for instance, dunno if they changed that yet). An authenticator is just one layer of security, certainly not the be-all and end-all of protecting data or access.

Quote:

---

Originally Posted by Hypnotic13371337

3. right, i still had to send a ticket for a rollback, which their est. is 7-10 buisness days

---

Hate to be that guy, but you'll be waiting for a good while. I was hacked 3 days after I paid in Oct, changed my password, lost all my stuff, except what I was wearing, retainers cleared out etc. Sent in a ticket, nothing, called SE and got told that they do have a 1 time rollback, but they don't have it implemented yet and don't have an estimated time on when it will happen. Then got told to just keep playing and risk a rollback.

I just hope if they ever do plan to add it sometime, that it's not a forced rollback. I want the option to say no to it, considering I did just keep playing (nothing better to do lol)

Quote:

---

Originally Posted by Obysuca

got told that they do have a 1 time rollback, but they don't have it implemented yet and don't have an estimated time on when it will happen. Then got told to just keep playing and risk a rollback.

---

Seriously?! They actually said that? They can charge us yet, but can't yet provide support on such important issues?!!

Man… That's… I'm wordless.

Quote:

---

Originally Posted by Alcyon_Densetsu

Happened just a few days ago, lots of people being hacked while in-game. They shutdown the servers because of that. There are glaring exploits server side in this game, sadly. Security is nowhere near acceptable for AAA MMORPG from one of the biggest companies in the gaming industry.
—> http://forum.square-enix.com/ffxiv/t...ountermeasures
(sticky topic by Yoshi on this very forum)

Complemented by this player-made topic: http://forum.square-enix.com/ffxiv/t...hile-logged-in

Also, authenticators are useless when the SQL/server side is badly secured, and the memory/exe on the client side wasn't even encrypted at all (sessions ID were written in plain without protection for instance, dunno if they changed that yet). An authenticator is just one layer of security, certainly not the be-all and end-all of protecting data or access.

---

While it is true regarding SE's end of things. I have yet to hear about an authenticator account being hacked. Assuming there was no session id jacking going on.

Quote:

---

Originally Posted by Alcyon_Densetsu

Seriously?! They actually said that? They can charge us yet, but can't yet provide support on such important issues?!!

Man… That's… I'm wordless.

---

Interesting, I've seen others get reimbursed just fine.

Quote:

---

Originally Posted by C-croft

While it is true regarding SE's end of things. I have yet to hear about an authenticator account being hacked. Assuming there was no session id jacking going on.

---

It's called session hijacking - It happens when you're specifically targeted otherwise no it doesn't "get hacked" in the sense you're thinking of.

Quote:

---

Originally Posted by Tupsi

Interesting, I've seen others get reimbursed just fine.

---

Just saying what SE told me when I called them about it. I've heard about people getting characters restored, but nothing about rollbacks

Quote:

---

Originally Posted by Tupsi

It's called session hijacking - It happens when you're specifically targeted otherwise no it doesn't "get hacked" in the sense you're thinking of.

---

Oh I know about Session jacking, but to say authenticators are like t-shirts for bullet stopping is incorrect. It adds a layer of security for when an end user doesn't adequately protect themselves. There is nothing you can do about poopy coding, but people can go the extra mile to protect their accounts. Not required, but helps against keyloggers picked up from malicious sites and pr0n.

just thought id put this back on the front page for now, 32 days and counting now D:

Quote:

---

Originally Posted by Hypnotic13371337

just thought id put this back on the front page for now, 32 days and counting now D:

---

If I were you, I'd just keep playing, the time you've waited on SE, you could have gotten back most if not all your stuff. That's what I did, no point waiting around for SE to take their time on this. Sure I'm still missing a few things, but at least they didn't get rid of my relic/dl, so I still had gear to refarm stuff. My biggest issue with it is that they got rid of my moogle cap too, something that can't be gotten back again :/

Quote:

---

Originally Posted by Alcyon_Densetsu

snip.

---

The hack that let people steal gil from inside the game has nothing to do with the authenticator. The session "hack" as far as I know was addressed by making the session inactive as soon as you were in game.

Quote:

---

Originally Posted by C-croft

Really? I have yet to hear of one person getting hacked that had an authenticator.

---

I have had an authenticator on several games including Wow, Rift, and now FFXIV and not once was Hacked. I had a friend who was hacked on Wow and they did not have an authenticator. Your statement about authenticators doing about as much for account security as a T-shirt will for bullets is false. It adds an extra layer of security that most hackers will not even try to mess with because it is too much work. They resort to easily/lightly guarded accounts without authenticators because it is less work and easier to hack.

Btw C-croft I was referring to the person who said authenticators provide little to no security, not you, sorry.

SE is clearly alright with treating customers like total shit when it comes to customer support issues. They have been doing it for years. EA treats their customers better than SE does, and that is saying something. I've personally gotten better support from F2P game companies like Nexon.

This is f***ed up on so many levels.

yeah it totally is....

*returns to not give a **** about this*

Not to go too tinfoil hat on everyone but I find it very interesting that Square is being so horrible about handling the hack problem but have no issues turning around and selling you a magical authenticator to solve all your problems. It's like having the cure to the flu but instead holding on to it so you can charge people for flu shots..

okay SE, i came to you with a problem and expected you to help me with it in a timely fashion as anyone would expect a company as big as yourself would.

well if this problem isnt fixed by Friday this week, which would have been 35 days since this all started, im just going to fix this myself be farming my few mil gil and over 10k shards/crystals/stacks of darksteel ore and ect.

ill still be playing the game, but i will not be helping you in anyway possible, no bug reports/no bot reports/ no cheat reports/ect.

this crap has gone on long enough and im tired of waiting on you, its time to man up or shut up SE, make your move

moving this to OP aswell

Quote:

---

Originally Posted by Hypnotic13371337

snip

---

Why do people treat General Discussion like its a Support Center, and then follow it up with hilariously tiny threats not worth a damn?

Quote:

---

Originally Posted by Kallera

Why do people treat General Discussion like its a Support Center, and then follow it up with hilariously tiny threats not worth a damn?

---

i dunno, why cant you sense when someone is venting about something they havent been able to for a month?

I put in a ticket for a gear swap (mis click purchase) and didn't get a GM for 7 weeks, and by then I didnt need it any more.

Then I did it agin 4 weeks ago, still waiting on that GM.

SE?
Customer Support?

lol dont make me laugh!