Character rolled back - 3 months worth of inventory lost

[rotf]

Hi OP.

I'm not without empathy for your situation, but they specify that you should not play until the rollback is complete and you played before the rollback was complete. It shouldn't take that long, but it did and you did the one thing they specified not to do. A simple google search in those three months would illustrate that others too have waited longer than the 7-10 working days timeframe and the best advice is to just not login unless you're happy with losing some of the progress you make.

Now, with that said, I recommend increasing security moving forward. Setting up the one-time password via phone/token will help prevent this situation happening again in the future. Good luck, OP.

It also states that it should be complete in 7 to 10 days. Or should we consider only half of the stuff that is written there? How am I supposed to know what information in there is enforced and what is optional?
This type of thing can not be open to interpreation , it has to be crystal clear.
As I said, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months?
Let's be reasonable here, it wasn't a question of a few days over the time limit... it was several months

[Iscah]

It also states that it should be complete in 7 to 10 days. Or should we consider only half of the stuff that is written there? How am I supposed to know what information in there is enforced and what is optional?
This type of thing can not be open to interpreation , it has to be crystal clear.
As I said, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months?
Let's be reasonable here, it wasn't a question of a few days over the time limit... it was several months

The time it took to happen is definitely longer than you should expect from that information, but it says nothing about the rollback request not being processed if it hasn't happened within the given time frame. You've requested it, you're in the queue, and you haven't been told anything to indicate that it has been cancelled - therefore you should confirm with them rather than assume it's not happening.

If it said it "will" happen within 7-10 days then that might be a fair argument for assuming it wasn't happening so much later, but "should" indicates it's only an estimate, not a time limit.

[rotf]

I'm not defending Square-Enix, this clearly should have been handled faster, but you still did the one thing you were told not to do - play before the situation had been resolved.

In fact, this whole situation is one massive self-own. You weren't careful enough with your account details and got hacked. Then, despite warnings, you progressed in the game and lost some of that progress.

I'm not without empathy and the customer service standard is definitely poor, but in the end you have nobody to blame but yourself.

The time it took to happen is definitely longer than you should expect from that information, but it says nothing about the rollback request not being processed if it hasn't happened within the given time frame. You've requested it, you're in the queue, and you haven't been told anything to indicate that it has been cancelled - therefore you should confirm with them rather than assume it's not happening.

If it said it "will" happen within 7-10 days then that might be a fair argument for assuming it wasn't happening so much later, but "should" indicates it's only an estimate, not a time limit.

still, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months? with no communication at all from beggining to end?
there is no denying this is a broken process

[Iscah]

still, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months? with no communication at all from beggining to end?
there is no denying this is a broken process

They communicated that you were in the queue. They did not communicate that you had been taken out of it. From their view, the last instruction they gave you is still relevant.

You did not communicate to confirm the status of your request, and whether you could resume playing.

The time they took is too long, and I don't think anyone in the discussion is disputing that, but the failure to communicate is not entirely on them.

[rotf]

They communicated that you were in the queue. They did not communicate that you had been taken out of it. From their view, the last instruction they gave you is still relevant.

You did not communicate to confirm the status of your request, and whether you could resume playing.

The time they took is too long, and I don't think anyone in the discussion is disputing that, but the failure to communicate is not entirely on them.

no, they did not communicate anything
when you use that url, you get no confirmation or record number at all
and even if it did, as we mentioned earlier, reports in reddit of people who tried to cancel the request at a later moment were told by support it was not possible
so you are left with "dont play the game, even it takes a year" .... as I said, broken process

[Pharone]

no, they did not communicate anything
when you use that url, you get no confirmation or record number at all
and even if it did, as we mentioned earlier, reports in reddit of people who tried to cancel the request at a later moment were told by support it was not possible
so you are left with "dont play the game, even it takes a year" .... as I said, broken process

Is it bad that you got hacked? Yes.

Is it bad that Square took 3 months to roll your account back? Yes.

Is it Square's fault that you lost all your stuff? No. It is your fault.

Life is full of situations where you have to be responsible for yourself. That's the whole point of growing up. Until you can learn to be responsible, you will continue to be a victim in your eyes.

You should have never played until you had the ok from Square, and that means YOU taking the initiative to email and call support daily until you get a response.

Accepting no response as meaning it is ok to play after they specifically told you NOT TO PLAY is 100% your fault.

[Avidria]

They communicated that you were in the queue. They did not communicate that you had been taken out of it. From their view, the last instruction they gave you is still relevant.

You did not communicate to confirm the status of your request, and whether you could resume playing.

The time they took is too long, and I don't think anyone in the discussion is disputing that, but the failure to communicate is not entirely on them.

Whether or not OP should've or did say something doesn't change the fact that if this whole thing is seriously how SE handles recovery of compromised accounts? That is abysmally bad service. Zero communication, on top of a rollback three months later? Again, apparently without any confirmation that the ticket was still even valid?

I mean OP messed up yeah, but SE messed up big.

[Ibkee]

Whether or not OP should've or did say something doesn't change the fact that if this whole thing is seriously how SE handles recovery of compromised accounts? That is abysmally bad service. Zero communication, on top of a rollback three months later? Again, apparently without any confirmation that the ticket was still even valid?

I mean OP messed up yeah, but SE messed up big.

OP messed up by not being careful with his account details then messed up by not following instructions, suffering the very consequences said instructions were to prevent.

If the OPs story is true, and the time period of three months sounds sketchy to say the least, then certainly this reflects very badly on SE. The customer service standard is dreadful and needs to be addressed. However let's not beat around the bush here, SE aren't responsible for the OP losing some selective gil and gear, OP alone is responsible for that.

[rotf]

OP messed up by not being careful with his account details then messed up by not following instructions, suffering the very consequences said instructions were to prevent.

If the OPs story is true, and the time period of three months sounds sketchy to say the least, then certainly this reflects very badly on SE. The customer service standard is dreadful and needs to be addressed. However let's not beat around the bush here, SE aren't responsible for the OP losing some selective gil and gear, OP alone is responsible for that.

yes, but what is being discussed here is precisely the process they have in place to handle that, and how at present moment it is not acceptable.
How the account was compromised and how it could've been avoided in the first place is a different discussion and not my goal with this thread as I already have all the information I need on that topic.

[Avidria]

OP messed up by not being careful with his account details then messed up by not following instructions, suffering the very consequences said instructions were to prevent.

If the OPs story is true, and the time period of three months sounds sketchy to say the least, then certainly this reflects very badly on SE. The customer service standard is dreadful and needs to be addressed. However let's not beat around the bush here, SE aren't responsible for the OP losing some selective gil and gear, OP alone is responsible for that.

Dude, I seriously don't care what was or wasn't OP's fault. I care that the character restoration system is apparently awful enough that it's (apparently) a roll of the dice on when that restore will actually happen. Saw one of those reddit posts someone mentioned earlier saying they've been waiting six weeks. Another, three weeks. That's insane. If I was expected to wait that long without playing just to have my account restored, you can bet I would not be paying for that game time anymore. I pay to play the game, not to sit and wait a month+ to get back something I've lost.

That this has happened more than once is worrying, to say the least.