Have a hacked account? There is something you can do about it.

[KisaiTenshi]

I completely agree with this. I usually give people the benefit of the doubt that they've taken the steps to better protect their accounts, unlike most other people here that assume the hacked are stupid people.

No, hacked people "did something stupid, and won't admit it"

I've worked customer support enough to see through blame shift. SE is not at fault when they give you the tools to protect the account and you refuse to use them. It's like complaining that the insurance company charges you more having riskier behavior. SE could charge people a lower monthly rate if they use an authenticator and I think that would make people change their minds about it.

[kaiyouske]

No, hacked people "did something stupid, and won't admit it"

I've worked customer support enough to see through blame shift. SE is not at fault when they give you the tools to protect the account and you refuse to use them. It's like complaining that the insurance company charges you more having riskier behavior. SE could charge people a lower monthly rate if they use an authenticator and I think that would make people change their minds about it.

I've worked at a game company customer support before and I totally disagree with you. You also shouldn't have to be required to pay for additional 'security tokens' if you don't have a smart phone.

I can understand if someone's account gets hacked 4 times or more but 1 time? Thinking that that's the customer's fault is not only irresponsible but ignorant as well.

Like I've said time and time again, the complaints are that the customer support is taking 14+ days to restore accounts to working order. How is this acceptable? If your cell phone gets hacked and your provider shuts down your service for 14+ days would you be ok with that? Oh and you won't be credited for your 14 days since you know, it's your fault that it was hacked.

[KisaiTenshi]

I've worked at a game company customer support before and I totally disagree with you. You also shouldn't have to be required to pay for additional 'security tokens' if you don't have a smart phone.

I can understand if someone's account gets hacked 4 times or more but 1 time? Thinking that that's the customer's fault is not only irresponsible but ignorant as well.

Like I've said time and time again, the complaints are that the customer support is taking 14+ days to restore accounts to working order. How is this acceptable? If your cell phone gets hacked and your provider shuts down your service for 14+ days would you be ok with that? Oh and you won't be credited for your 14 days since you know, it's your fault that it was hacked.

One time is one time too much. The amount of effort to required to fix "once" is likely equal to an employees entire shift if automated tools are not in place.

I worked for a cell phone company before, they employ overtime or hire more staff if they can't maintain the 98% "calls answered in 90 seconds" Service level agreement. If a customer is without service, it's because they broke or lost their phone, or they lied to the seller/reseller about where they live. Resellers just want to make a buck and will saddle customers with additional "service chargeback" agreements where if you cancel service they charge you, the customer for the loss in their commission. Now who is at fault here? The customer for not reading the agreement, or the reseller for being a sleazeball while promoting our companies services?

Want to know how long it takes to prorate a cell phone bill? Nothing, because the computer does it automatically. Want to know how much time is spent fixing a prorated bill because the customer didn't listen to the part about it prorated service plans also prorates the included minutes or data? usually an hour.

You can't fix customers unwillingness to read fine print or listen to legally binding language.

The experience with SE mirrors the experience with the other company I worked for more closely, where service levels vary by season. SE should have hired additional staff for the game launch... because launch problems always happen.

I may sound unhappy about the call center work I've been through, but that's because I worked the escalation queue.

[kaiyouske]

One time is one time too much. The amount of effort to required to fix "once" is likely equal to an employees entire shift if automated tools are not in place.

This is where we have a difference in opinion. I will NEVER agree with anything that you say and you will never agree with anything that I say and that's totally fine.

If you can't accept a one time hack, then I don't really know what to say.

Cell phone contracts are pretty detailed as to what is and isn't included. Did you ever read the TOS for FFXIV? Nowhere did I see anything about being hacked is the user's fault and that they're not able to get their play time back. I'm sorry but I paid for a service and I didn't get it due to your company being incompetent since you can't provide me with adequate support.

[KisaiTenshi]

This is where we have a difference in opinion. I will NEVER agree with anything that you say and you will never agree with anything that I say and that's totally fine.

If you can't accept a one time hack, then I don't really know what to say.

Cell phone contracts are pretty detailed as to what is and isn't included. Did you ever read the TOS for FFXIV? Nowhere did I see anything about being hacked is the user's fault and that they're not able to get their play time back. I'm sorry but I paid for a service and I didn't get it due to your company being incompetent since you can't provide me with adequate support.

http://support.na.square-enix.com/ru...1&tag=users_en

4.7 Refunds in Exceptional Circumstances Only. The entirety of your FFXIV Subscription Fee is applied by Square Enix to the FFXIV Service Account on the day that it is charged. All charges related to the Game are non-refundable unless third-party criminal activity is involved, as determined by Square Enix.

[kaiyouske]

That's funny, you just replied with part of the ToS that pretty much contradicted yourself. I'm not sure if you know but hacking is a crime and it's done by a third party.

But of course SE and you hardcore fans are going to continue to state that it's the user's fault. *sigh*

[Hokulol]

You fail to protect your login credentials, get hacked, and go to the BBB to complain?
It's not SE's fault you got hacked...

And that thing with chat support is common if you have popup-blocking enabled.

Also, they DO send an email explaining why the account has been suspended...

You're ignorant. A third party leaked SE account information. SE confirmed that was a fact.

If you're going to condescend to people, get your facts straight.

Furthermore, even if it was your mistake, the inability to contact SE is unacceptable. That's akin to an insurance company, while billing you for their services, having excessive lead times that prevent you from filing a claim. I sat on hold from 100% to 0% phone battery multiple times (mind you, I wasn't hacked, I had other issues) before I finally called the literal second they were open, and still waited half an hour.

You don't appear to understand acceptable terms of business.

[unholykrusher]

Well even though they pay to be a member in the BBB You now have to pay the BBB 10-25 bux per each complaint you file. unless they made a change for the 2nd time considering in the last 13 years I have lived in Indiana they added a price tag to it.

[worldofneil]

A third party leaked SE account information. SE confirmed that was a fact.

That's not actually what they've said, because the way you've written it implies it's SE which is at fault which isn't the case.

Their post on this is located here: http://eu.finalfantasyxiv.com/lodest...41eaefc2aeef7b

What they were warning about was where people have used the same username and/or passwords on other sites and THOSE sites have been compromised which in turn then gives the intruders access to your SE login details (because they were the same). There hasn't been any SE security breach.

Even if only the same username was used on another sites, if it's a Final Fantasy related site, it still gives those people a head start to getting into your account because that's a higher probability of having a SE account than trying to randomly guess.

[Hokulol]

That's not actually what they've said, because the way you've written it implies it's SE which is at fault which isn't the case.

Their post on this is located here: http://eu.finalfantasyxiv.com/lodest...41eaefc2aeef7b

What they were warning about was where people have used the same username and/or passwords on other sites and THOSE sites have been compromised which in turn then gives the intruders access to your SE login details (because they were the same). There hasn't been any SE security breach.

Even if only the same username was used on another sites, if it's a Final Fantasy related site, it still gives those people a head start to getting into your account because that's a higher probability of having a SE account than trying to randomly guess.

The way I've written it clearly stated that SE confirmed that third parties leaked information. Without being too abrasive, what part of that implies it's SE's fault? "A third party has leaked...". The blame is neither on the shoulders of SE nor the user. It is on third parties shoulders, further down the river it's on the hacker themselves. The insurance company analogy also fits as a perfect example. A third party created an issue that your service provider is neglecting to respond to in a timely manner. No, square enix didn't total your car, but, it's their job to answer your phone call.

The customer service fiasco of responding (or lack there of) to an outside issue directly effecting their paying end-user is on SE's shoulders, however. I understand their business model doesn't accommodate for a staff large enough to handle launch issues as well as a surge of account security issues at the same time. That doesn't make it acceptable for the end-user.