Dear Blizzard...
by Learntoplay | 16/04/2008 17:20:32 Greetings. I wasn’t quite sure which section of forums to choose as there is no section “Officially Blame Customer Service” ( cause I am highly disappointed by its performance )so I decided to use “General”. First of all I’d like to say that this post isn’t anything „hawt” and you won’t find any Internet-drama here, its purpose is to get Blizzard’s attention and some very simple ( in my opinion ) answers. If you don’t care about my situation and so on ,than save your time and don’t post worthless ,annoying, criticizing comments – I don’t care about them and neither does anyone else I guess. If you are kinda bored or interested in this than feel free to read the incoming block of text. So let’s get it sorted out : I’m Bertuch of Wildhammer (http://eu.wowarmory.com/character-sheet.xml?r=Wildhammer&n=Bertuch ) , core member of Caern Morghen – top server’s guild. I have spent first year of my WoW career on Turalyon-EU. I’m known by the majority of people from my realm for my „skillz” , being an active writer on server’s unofficial forum or just for being the best Enchanter and Blacksmith out there ( I have gathered every recipe in-game ). I have cleared everything up to half of Naxxramas ( killed C’thun ofc ) and everything pre-2.4 in TBC ( my guild has killed Brutallus so far in Sunwell ). The problem is that I’ve been hacked , not once – three times. I am going to briefly describe the entire situation and it will be partially an exac copy of my message to Blizzard. „ Introduction Greetings. First of all I'll briefly describe the entire situation. I am a very addicted player and customer of Blizzard Entertainment since August 2005,that is when I got my WoW copy ( before WoW I have played Diablo, Warcraft and Starcraft as well). I am the original owner of the account and I am able to provide all the necessary information about the account itself. I have regularly paid for playing the game since the first time I played It, my account has never been frozen/unused for any longer term of time .I have never shared my account information with anyone. I won't simply stop playing the game because of some hacker ,I have spent too much time getting all the things on my characters ( mostly on my main character - Bertuch ),I just need Blizzard's help. Description My account has been hacked for the first time on 31st of January this year ( that is 2008 ). After realizing that my account's security has been compromised I have immediately taken the recommended steps to secure my computer and account itself. First of all I have set up new disks and secured myself with various anti-spyware programmes ( for example the recommended Avast,but not only )and anti-virus programmes ( for example a solid, polish programme called mks_vir 2k7 - the newest version ). I have scanned the entire parts of computer many,many times as well before setting up new disks as well as after this with help of a computer specialist. After retrieving the account password I have sent 4 e-mails,filled the web form twice and made an in-game ticket regarding this issue. After these steps my account has been suspended by Blizzard employees. I was waiting 1 week until I have received my account back with nothing done. I was waiting another week and called the Technical Support in Paris again to get some more detailed informations,but I got informed that the only thing that your employee is able to do is checking if my mails have reached your inbox (which in fact has happened of course). After this I have waited 1 week for some new changes regarding the entire issue. After logging into the game on Friday,8th of February I have realized that a GM has logged into my account> previously and gave me back all the items (though only on Bertuch,not even touching other characters affected by the hacking),unenchanted and unsocketed (as far as I know,ALL of my friends that were victims of hackers got all their items socketed and enchanted and they have even received the cash they had - I haven't got any of these). After making sure (cause I've been pretty sure that everything's alright now) that my account is safe again I have started retrieving my enchants and gems to make me raids viable.As a side note I'd like to add the I am very important part of my guild ( Caern Morghen - the top guild on Wildhammer EU,my realm ) - practicially I am an officer, partial Raid Leader of our 25men runs and Master Looter. My guild and friends from the whole server have taken steps to help me get into my "old power". The guild has provided me with epic gems (drops from Black Temple and Hyjal) and used most of its resources. They have also given me Hearts of Darkness to fulfill my Shadow Resistance gear (because I have lost my "green" (uncommon) Shadow Resistance items with the moment I have been hacked). In few days I (with all this help) have made myself raiding viable again. I have participated in a few guild raids and was pretty much sure that I am totally safe now. On 15.02.08,in the morning I got informed by my guild friends via phone call that I am online in game (the phone call was made around 7:00 server time). Of course it wasn't me,but some hacker. Further more I have been informed that this person has logged into my account around 4:30 server time. At the time I was talking to my friend by the phone the hacker was standing in Aldor Bank in Shattrath and was already disenchanting my entire gear,gathered through out many and long journeys (that have started not so long after I've reached level 60, pre-TBC). He did not only disenchant my gear and ruined my account,but he was also having fun playing my character before the process of destroying my items. I am sure about it because he has swapped my spells in my action bars and I was able to see various ,random items that drop from NPCs most likely from Terrokar Forest, in my bags. Of course I have immediately changed my account password via "forgot your password" option on your official site. But anyway I was unable to interrupt the hacking process because I was not receiving the e-mail with new password to my inbox. When I have logged into my account in the afternoon everything was already disenchanted/destroyed and I was left with PvP/Arena-obtainable gear only (because you are unable to sell it to vendor or disenchant it). Some time ago I have made an in-game ticket and talked to a kind GM. He has provided me with all the necessary and useful information ,which I appreciate. Soon after the conversation he has suspended my account. I am 100% sure that the person who has hacked me today is the same person that hacked me 3 weeks ago. Why ? He has made a character called "Aooa" AGAIN on my account (he has done the same the first time he has hacked me, so I'm certain). 2 days ago (05.03.08 - Wednesday) I have received my account again after being hacked for the 2nd time and I after some conversations with several GMs I also got all my gear and everything that I needed. Yesterday in the morning I have logged into my account before going to work just to check if everything was alright. Apparently , I have found my character without any money and 80% of my items being destroyed / sold / disenchanted. He has only left my DPS Gear for Fury Spec which I was currently wearing (maybe he was just "merciful" or something, we will probably never get to know this). I don't know how did the hacker take control of my account again. I have taken all the steps that were possible. 1. I have changed my account's e-mail to a very safe and solid one - a well protected one from my work place ,my computer specialist has taken care of its security as well. 2. I have changed Internet Provider to a more expensive one. 3. I set up new disks again in case that something has slipped into my computer. 4. I have bought new anti-spyware and anti-virus programmes. 5. I have paid to a computer specialist to help me check my computer briefly. 6. The workers of the anti-virus programme company have also checked my computer and haven't found anything. After all these things I see only 1 , last way to go: I have already bought new copies of WoW and TBC and made a new account. After receiving my account and items back from you (Blizzard) I am going to transfer my characters : Bertuch (main character) and Badlegend (alt ,70 warlock) to the newly created account. I have transferred big amount of money to a newly created character on the new account to check if the hacker is going to steal the money again and make sure that it is fault of my computer , not account. But so far he hasn't entered my new account so hopefully everything is going to be alright now. (…) As I have already said I am a very addicted customer and player since I have started playing WoW. My account has been active all these 3 years that have passed. As an addicted player I am hoping for a solid support from Blizzard Entertainment. I would like to get my character back to be able to participate in the upcoming patches (for example 2.4 and the well-know Sunwell) as well as the WOTLK expansion that Blizzard is already preparing (…)” This e-mail was sent to Blizzard employees on 06.03.08. I’ve been waiting for a long time to receive an answer, I have phoned Paris several times in case that they would be able to provide me with the most obvious information. Nothing… Finally I have received an e-mail from Blizzard on 31.03.08 ! Guess what … : „Greetings, Thank you for your e-mail. In order to assist you with your problem, we need to verify the account's ownership. Please provide us with the following: CD Key: original WoW game CD-key (we cannot accept Burning Crusade CD-keys). Account Name: The account name you are using to login. Name: the full name that the account was created with. Address: The address information gi |
by Vaneras | 16/04/2008 17:45:59 Unfortunately we are unable to discuss these issues in detail here on the forums, this is due to legal and privacy matters. I would like to refer your attention to these two threads: Compromised Accounts - Response Time  [Guide] How to Recover a Compromised Account |
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