Character rolled back - 3 months worth of inventory lost

[Tekaqua]

Actually the customer service system is pretty terrible. It's been over 10 days for my current ticket dealing with a rollback after I got my account hacked and all I keep getting is "We work on them in the order received and can't provide an ETA".... So I paid a sub for a game I can't even get customer support on. No number, no chat, and a different person responds every time I email. So who knows if it's even getting worked on or just sitting somewhere. They don't provide any communication for things they say they do and I reset my password the day it was hacked and submitted a ticket about it and a week later they sent me an email stating there was suspicious activity and to change my password...

I also submitted a screenshot of the login history with the different ip address logging into my account to help, hoping it might speed up the investigation process but nope.

[Shialan]

So, what would be your solution? Should they prioritize your ticket just because you pay for your sub? What is with all the other players having problems? Should they have to wait for your ticket to be resolved, even though they also pay for their sub?

[Juun]

So, what would be your solution? Should they prioritize your ticket just because you pay for your sub? What is with all the other players having problems? Should they have to wait for your ticket to be resolved, even though they also pay for their sub?

Idk I dont think a simple thing as a rollback should take 10 days let alone 3 months.

I dont know how the tech works but I wouldnt assume it takes that long at all as it takes like 10minutes to rollbck my PC to another date in time and I dont believe that there are that many people asking for a rollback that the queue to be rollbacked is insane.

[Themarvin]

If you actually have an issue, you will get customer support to you very fast and efficient.... however if there is or have been fishy things going on.. as in lending out accounts... seeing different IP logins, getting savage content first time trying to do it... random amounts of gil appearing and more.

Then not so much.

[Bearded]

The customer services teams have been dealing with a massive increase in workloads when most were working from home (probably) and recruitment of additional staff was pretty impossible due to working from home. User volumes have skyrocketed and that means support tickets have also. In addition to this many, many people were tempted with too good to be true offers posted as links on various sites and fell victims to account hijacks.

Now all of those are the background to why support tickets are taking a lot longer than normal. In the meantime the support staff are sending out the same (pre increased volumes and wait times) responses probably because nobody has the time (or authority) to amend the wait times quoted on the responses.

Is this good - of course not. However it does mean that we as paying customers have to be extra careful and check things.

I'm not saying - oh well just accept it - what I am saying is the situation is the situation and if you are told something should take X days but on X days +1 nothing has happened then get back in contact and keep contacting asking for an update or a revised estimated date. If that produces nothing then you ask for escalation to get the information remembering to use the "I am paying for a service which I am unable to use as you have asked me not to play so how am I going to be compensated for this".

It sucks I know but I have seen many threads here an elsewhere about rollbacks over the past year almost and they do take a couple of months not 7-10 days.

[-BlueGreen-]

This all sounds pretty absurd. 7-10 days alone of not being allowed to play is pretty bad. Effectively not being able to play for 3 months with no status updates on your ticket? Insanity.

At the very least, I’d expect if you submit a ticket like that and they did rule that your account was compromised, that you would also be given an extension to your subscription for the number of days between the ticket and when they did the rollback since not being allowed to play during the investigation is essentially the same as not even having a subscription in the first place. I take it that they didn’t even bother with that? Did they inform you when they did the rollback outside of the game (e-mail)? Would they have even bothered if you had let your sub lapse while waiting for them to respond since it took so long?

My experiences with customer support have been terrible to the point it’s better to pretend that there isn’t any.

Moral of the story: it’s your account. Protect it with a good password and 2-factor authentication, and be careful with links. You’re pretty much on your own.

[Juun]

Moral of the story: it’s your account. Protect it with a good password and 2-factor authentication, and be careful with links. You’re pretty much on your own.

From what I heard is that the links ask you to 2 factor authenticate to access the forum. So add to that is that the forums will never ask you to log in that way.

[-BlueGreen-]

This all sounds pretty absurd. 7-10 days alone of not being allowed to play is pretty bad. Effectively not being able to play for 3 months with no status updates on your ticket? Insanity.

At the very least, I’d expect if you submit a ticket like that and they did rule that your account was compromised, that you would also be given an extension to your subscription for the number of days between the ticket and when they did the rollback since not being allowed to play during the investigation is essentially the same as not even having a subscription in the first place. I take it that they didn’t even bother with that? Did they inform you when they did the rollback outside of the game (e-mail)? Would they have even bothered if you had let your sub lapse while waiting for them to respond since it took so long?

My experiences with customer support have been terrible to the point it’s better to pretend that there isn’t any.

Moral of the story: it’s your account. Protect it with a good password and 2-factor authentication, and be careful with links. You’re pretty much on your own.

[Enlial]

You all know you're arguing over a three year old post, right?

[Anienai]

You all know you're arguing over a three year old post, right?

Never let the truth get in the way of a great internet debate.