Friends Hacked account & Ticket response

#1 - Sept. 15, 2012, 6:23 p.m.
Blizzard Post

Hey Anet this is getting ridiculous… Like this is completely disgusting. I’m scrolling through the account issues forums now and nearly every title is ‘Hacked account’ or ‘account resolved but is terminated’ or along the lines of those titles. In almost every one of those threads is 1 Mod posting a link to customer support. Do you guys even read? In their posts they say they have been waiting for around 5 days for someone to read their ticket! and then if they even do get their account back it will probably be banned and have to wait another 5 days for someone to reply again!

This is happening to my friend as we speak.. He sent in a ticket and is still waiting (hasn’t been waiting as long as others have stated) and its getting ridiculous. And by the time you get back to any of these tickets the account will be suspended. My friend has payed $80 AUS for his GW2 hard copy and to be hacked after 60 hours game play without a verification email is outrages.

His ticket ID is #120915-000759 Please get your act together.

- An Outraged Player

#2 - Sept. 15, 2012, 9:47 p.m.
Blizzard Post

The scenarios you post are completely outside the norm, and the timeframes you’re citing are not at all typical.

In addition, you’re posting a ticket that is a few hours old and demanding assistance. The team must be allowed the time required to review, investigate, and resolve such issues. Account compromises are complex issues that take time to work through. Keep in mind, the hacking incidents are not our fault. They are caused because people are using common credentials across various places — games, forums, email acccount, etc. — and professional companies who make millions out of stealing accounts use those harvested databases of credentials to try to steal GW2 accounts.

Please allow time for this to be resolved.