This is how the support costumer treat a client!

[Phe]

3 weeks is way too long to get a response. Should've just reimbursed the Gil instead of rolling back 3 weeks worth of playtime. Shows how much "research" they put into their investigation in those 3 weeks. Again, it's just plain incompetence from SE.

i agree that 3 weeks is a long time.
but we don't know about the workload of the responsible employees.

but they have specified procedures when it comes to hacked accounts and that means roll-back.
just reimbursing the gil is obviously not an option for SE regarding this procedure.
and even if they did - 20 people would complain and say "hey! why did you roll me back by 2 weeks and this guy just gets his gil back!"

I still think tho that the OP actually should consider unsubscribing.
Because it is the most effective way to show discontent as a customer.

[Riviere]

to the op why did you get hacked let me guss you attempted to buy gill rmt or level service when is players going to realize that's what happenens beside getting banned and the coustomer service is great by the way never have a problem quick response and curtious

Yeah... because only people that buy gil get hacked. -.-

[Razzle]

Well the customer support of SE is bad... A lot of people know that by now, and there is no sign for a change sadly...

I have a ticket myself that was never answered from a few months ago... I really hope I don't have to deal with them, but if I were you I'd find a new game even though I like this one...

A player gets hacked (which is SE's fault to start with, assuming it's the case with the gil thieves through trade window), SE come and make things worse for that player instead of making him want to stay and play their game they are making him run away...

I been wondering how the JP customer support is...? Is it anything like what we get? Something tells me it's not, at least I hope for the JP...

[Qflex]

As far as i know tickets of that kind have to go through the american support, then to japan so they can give the american support to work on it (that as far as i know)
So if they work like that, and by the looks of it, they are probably still using bottle letters. (23 days? come on)

23 days, especially for someone that is an FC officer. That involve a LOT of hours of effort and time itself.

They should have gave him at LEAST one option since the system is sadly archaic.

And that option should have been give before the rollback and EVEN after.

We pay for this game and the worst of it, we also spend TIME on it... (it's a choice i know) but still. Lack of respect for your time my friends, is offensive, at least for me.

[BoomerOU]

If my character had been rolled back 3weeks I know I'd unsubscribe. I suggest the OP do the same if you are discontent.

[DoctorPepper]

I really don't agree with the OP here, rollback is a common tool used in this type of circumstance. I don't necessarily agree that 23 day turnaround for an issue like this is acceptable but at the end of the day, it's your own fault you got hacked and they did take necessary action in regards to the rollback.

Perhaps you should consider using an authenticator, it's free for smart phones and very cheap for the physical token and also consider using a unique complex password for this game rather than one you've used previously because it's easy to remember.

[Noahlimits]

If my character had been rolled back 3weeks I know I'd unsubscribe. I suggest the OP do the same if you are discontent.

Ironically the op must not know what a rollback is. Requesting a roll back means exactly that; your character will be rolled back to the date before the problem or hack occurred. While it took SE a long time to actually do the rollback, it's completely the op's fault for continuing to play knowing it would be coming. That, or he has absolutely no idea what a rollback entails.

[DoctorPepper]

That, or he has absolutely no idea what a rollback entails.

In which case he should have inquired about it to customer support when the incident originally occurred.

[Cspr_Answrth]

razoable

rasoable?

Reasonable?

I don't know what you're trying to say, and it's hurting my brain balls.

[BoomerOU]

Ironically the op must not know what a rollback is. Requesting a roll back means exactly that; your character will be rolled back to the date before the problem or hack occurred.

I'm also curious how difficult it would be to simply roll back the gil amount instead of the entire character. I realize I'm comparing apples to oranges, but when rolling back systems I work with its not difficult to only roll back a segment of data within a single account.

I would only agree that the OP is at fault for continuing to play when a rollback was coming (if blame can be placed on a customer for using a paid service with the expectation that the solution won't further dishearten the customer). The duration it took to conclude the rollback is a very poor response time, and reflects poorly on their CS as a whole, especially when the 'solution' consists of something as simple as a blanket rollback.