#87 - June 10, 2010, 2:13 a.m.
Q u o t e:
Over a week ago my account got hacked I have no idea how. I don't click on emails go to links from spammers in whisper or even go to strange sites. I ran CCleaner, Malware bytes and I even went out and bought PC-cillin no program found anything. I'd like to think I did everything right not to get hacked so I feel like I have done nothing wrong.
There are myriad methods by which one can be compromised, and keyloggers are merely one of them. In addition, anti-virus scans may not pick up spyware such as a keylogger. Not all methods are technological by nature. Phishing is an extremely 'popular' method by which players are compromised, and techniques range from in-game whispers, to phishing emails, to fake websites which look exactly like official Blizzard log-in sites. Some of these agencies go to lengths as far as putting fake sites up within the Sponsored Links section of popular search engines.
While we go to great lengths to counter these activities whenever and wherever we can, it is an ongoing conflict. They are deceitful and persistent.
Q u o t e:
My issue is with Blizzards customer service I know this is a game and not a necessary service but I pay every month. That fact alone creates certain expectations for my service when I have issues. I contacted them about my account being hacked and was absolutely shocked to hear the hold time was 45 – 55 minutes. That is absolutely unreasonable to ask a customer to wait that long.
I was really upset by this but what are you going to do. The lady I spoke was courteous and helpful and helped me get my account back so I could login. I have no issue with the people spoke with they were great. The wait time was ridiculous if you know you have x amount of calls you need to hire more people. I used to work in a call center in mission control so I know forecasting tells you how many calls expected. This shows a blatant disregard of your players time and money they have invested. I have had an account for at least 5 years and this is the first time I wanted to cancel.
I'm sorry if the wait proved to be inconvenient. We realize that wait times are longer than ideal, and we are taking steps to address it. We've posted a sticky here regarding long telephone wait times:
http://forums.worldofwarcraft.com/thread.html?topicId=22748999538&sid=1 Believe it or not, we have our own staff dedicated to forecasting and planning, and we are addressing these issues from multiple avenues. Sometimes the most obvious solution is not the best solution. Regardless, if you think that your experience would help us manage these systems better, please feel free to explore the possibilities of joining our team:
http://us.blizzard.com/en-us/company/careers/ Q u o t e:
Once I logged back in I put in a ticket optimistic that I would get this taken care of in a timely fashion. That was 8 days ago the only response I have received is the canned copy and pasted responses about my account being hacked and that they are busy. Seriously you can’t take 2 minutes to answer your users concerns directly.
If we are so impacted by a large volume of petitions that it takes a significant amount of time to address a given investigation, does it not also seem reasonable that our staff are not always in a position to make direct contact? We are, as I mentioned above, taking steps to address the wait and still provide top quality service to our players.
Q u o t e:
But you guys have a good product it just seems you don’t care or respect your clientele.
I'm truly sorry you feel that way, but I can assure you that nothing,
nothing could be further from the truth. We not only respect our players, we
are players. We treat every player concern as important, and we are addressing all incoming requests as swiftly as we can, but the sheer volume of requests is generating a wait. Even as we make improvements to better serve our customers and provide more assistance options, the numbers of incoming requests remain high. Please don't mistake long wait times for a lack of respect - in fact, we are investing considerable resources precisely to improve our customer experience.
I'm sorry for the wait, but I wish you luck on a full recovery. In the meantime, please review the security links in our sticky here, for further information on account security:
Account Hacked? Security Issue? Look Here! http://forums.worldofwarcraft.com/thread.html?topicId=24702231244&sid=1
