#5 - June 2, 2010, 12:55 a.m.
Q u o t e:
So, I got on a little while ago and my friend was frantically asking us in vent to put in a ticket because he is on a business trip and tried to log in...and got met up with an unknown authenticator, and his account had been compromised! So I put in a ticket, and I was tabbing back and forth from wow to my internet browser, when I saw "you have been chosen to fill out a survey!". Usually I fill those out, but I was confused because I hadn't talked to anyone, or even received a response? About 5-10 minutes after I closed the survey thing, I got a response from the GM, so at least I know they had read my ticket (but was very confused about the survey BEFORE the response!).
Compromise restorations are addressed a
little differently than normal character and item restorations, Maygan. The process of escalating an account compromise report to the appropriate parties isn't always visible to players. What actually happens is that all information included in the report (submitted via petition on behalf of your friend, in this case) is taken and then forwarded on to a separate investigations queue. Therefore, the petition can be closed. This has a few benefits: 1) it allows the petitioning character to submit new petitions, if needed and 2) it pulls the other petition out of the main queue, allowing us to respond to other inquiries a bit more quickly.
As for that survey, those can be randomly generated based on a number of triggers including a petition being closed or escalated. Receiving a survey doesn't mean that we consider an issue resolved, though. In fact, I can confirm that your friend's account is still in queue for a full restoration. I'm very sorry for any confusion that survey may have caused, and I hope that everything's a bit more clear now. :)
Q u o t e:
I wanted to say thank you to the GM's who work all night long answering tickets from us (and the ones during the day too) and doing it in such a speedy manner! I was completely shocked that it got resolved that quickly, and hopefully you guys can help him out before the mean person who stole his info does any further damage. Also thank you specifically to the GM who answered it, I understand that you can't share account info (which is great) but I'm glad that at least the response included that you guys were taking it seriously and looking into it (I then shared that info with the account owner).
You're very welcome! It's certainly our pleasure. Thank you for looking out for your friend and taking the time to bring his compromise to our attention.
