This is ridiculous. - Blue Tracker

#0 - May 1, 2010, 4:41 a.m.

My GF's account was hacked a couple of days ago. She tried all day to get through on the phone with no luck. She finally got a friend who speaks Spanish to help her. We found out that her toons were stripped and her main was transferred to another server. She submitted a GM ticket this afternoon per the online instructions. 6 hours+ and still no response. Bonus, I have gotten the pleasure to hear her <removed> about this pretty much non stop for the past 2 days.

-If 100's or even 1,000's of accounts are hacked every day, perhaps the problem is not so much with user error as many of the posts allude too but point to an inherent flaw in the overall system.

-If you guys are that busy, perhaps it's time to consider hiring more people to assist your PAYING customers.

I understand that there is a need for time in getting help, but there is a reasonable wait time and an unreasonable wait time. I think that 6 hours is starting to dip into the realm of unreasonable.

(And "yes", I already ordered authenticators.)

Malkorix

#36 - May 1, 2010, 7:40 p.m.

Q u o t e:

A "tech guy" that doesn't work for Blizzard?...Heck no you shouldn't listen to them....at least not with a grain of salt.

A tech guy off duty is like a dog off his leash. The system that normally holds them accountable for their "advice" is gone when they are off duty...and that is not a good thing.

If I want tech advice about a blizzard game, I talk to their "tech guy" and if they are rude to me or even hints at sarcasm I'm talking to a supervisor...point blank...especially if the advice was questionable.

Yes, I'm the customer you all know and "love"...nice to meet you.

Gimple, the players you are advising the OP not to listen to have been correct in just about every particular. Please stop advising the readers of this forum to 'stop listening' to useful advice.

Q u o t e:
If 100’s or 1,000’s of WoW accounts are indeed stolen on a daily basis as was mentioned in another thread, I would think that Blizzard would want to do more to ensure the integrity of the users of their system from exploitation.

I've actually commented on this in the past:

http://forums.worldofwarcraft.com/thread.html?topicId=22048400200&postId=220463263841&sid=1#54

Q u o t e:
An authenticator is indeed an effective additional layer of security, and we've made the Mobile Authenticator free of charge for those who have eligible devices, while endeavoring to ensure that the Blizzard Authenticator is accessible to as many players as possible.

Ultimately, we must expect our players to take the necessary steps to protect themselves. It would be both inappropriate and intrusive for Blizzard Entertainment to intervene directly, not to mention potentially expose us to liability for any kind of intrusion on a player's system, not merely those related to World of Warcraft.

We're in the business of making video games. We try to craft the best experiences that we possibly can, and we hope that players the world over continue to enjoy them. That said, and while there are limited systems in place, we are not in the business of developing malware scanning or protection.

We realize that this is an extremely important topic though, and in addition to making Authenticators available, we also endeavor to help educate our players regarding the steps they can take to help protect themselves:

** Computer Security Recommendations **
http://forums.worldofwarcraft.com/thread.html?topicId=1778038509&sid=1

** Account Compromise Info Center **
http://forums.worldofwarcraft.com/thread.html?topicId=14318909866&sid=1

We've also created this new site as well:

http://us.battle.net/security/

Q u o t e:
-If you guys are that busy, perhaps it's time to consider hiring more people to assist your PAYING customers.

Actually, we are and have been hiring. Ultimately, we assist with a very wide variety of issues, and there are a tremendous number of requests incoming. We are working to improve the speed at which we can assist our players, without sacrificing the quality of the service we offer, but this is an ongoing process. We appreciate your patience in the meantime.

Malkorix

#43 - May 1, 2010, 8:46 p.m.

Q u o t e:
I believe, although I could be wrong, that the "blue" poster does NOT have the authority to make that call.

I'm not trying to "get a rise" out of anyone. I'm simply trying to explain the rights of all consumers, as I understand them, to anyone that wants to hear.(or read) And also the ethical business ideals Blizzard is subject to and held accountable for.

Actually, I uphold the veracity of a given post many times a day - most of which simply mirror or paraphrase statements we've made ourselves in the past. 'Ethics' doesn't even enter the equation.

We take the service we provide our players very seriously, and strive to provide top quality service. This forum, however, is not the place for a personal crusade. In doing so, you've effectively derailed this player's thread and fomented argument, which is against the forum code of conduct (http://forums.worldofwarcraft.com/forum-coc.html).

If you wish to post on topic moving forward, then please feel free to do so.

Malkorix

#47 - May 1, 2010, 9:10 p.m.

Q u o t e:
Q u o t e:
Feel free to email that Blizzard representative's supervisor at [email protected].

Already done, but thank you all the same.

Glad to hear it, as this is the only appropriate method to resolving a concern regarding the moderation of this forum.

Malkorix

#56 - May 2, 2010, 12:13 a.m.

Q u o t e:
What the hell is this crap that blizzard is saying "account was sold" thats why there is an authticator and password change?! My Fiances account was hacked into and hes still waiting to hear anything but they told him he sold his account (which he didnt because we play all the time and wouldnt sell them). Come on blizzard you have nothing better to tell anyone on why they are hacked other than "sold account". Seriously if you dont know why it was hacked just say we will look into it not just come up with well you sold it crap. Only idiots sell there accounts. I understand that a lot of people were hacked and all we can do is wait. But please stop 'assuming" what people did.

That's very likely a phishing email, Stefaniey, just like the ones listed in this thread:

Fake E-mails from "Blizzard Entertainment"
http://forums.worldofwarcraft.com/thread.html?topicId=965511383&sid=1

If you went to any of the links in that email, and especially if you inputted any account information in any of the fields there, then your account security is at risk.