Escalated tickets and big reimbursments
by Zhira | 21/11/2007 18:38:46 Hi, I just got my account back today after being hacked a few days back. The thing is, only 3 of my characters aren't deleted, although they have no equipment whatsoever. So, I sent a ticket for the deleted characters, which has now been escalated. However, there's still an investigation pending for all my equipment as well. So I had some questions: 1) How this will all go? Will both characters and equipment fall under 1 big investigation, or separate ones? 2) Also, seeing this is quite a big thing, I'll need to be online for all of it to be resolved, but I can't stay online for days without sleeping, or going to school, etc. So what if I miss the reply of the GMs? Will I have to send another ticket? 3) What if I finally get a GM, and he can give me everything back, will I have to pay something in order to get it all back? 4) In what state will I get my characters back? Like the last time I logged out, or only the gear they had on them right before being deleted, and if so, what about professions, gems, enchants, honor, arena points? 5) What if I make another char on my main realm, just for having something to do, will this get overwritten? And any/all items it had deleted as such? Sorry for all these questions (there's probably more to come), there's just so many things I'm wondering about. [ Post edited by Zhira ] |
by Issuntril | 23/11/2007 16:16:21 Hi Zhira, I am more than happy to answer your questions for you, and I will do so in the same order in which you posted... 1) Any characters which have been deleted will be restored immediately, and it will not be necessary for you to send us individual tickets for each one. As for your items and gold - the same will apply, but only once our account administrators have completed their investigations. 2) The reimbursement of large amounts of items are considered to be a priority, and requests of this nature are dealt with as quickly as possible. Provided the investigation into your missing items and gold is complete, it should take at the most a couple of hours for us to address your ticket. In most cases it is not necessary for players to be online to have their items and gold reimbursed, and we can often do this by in-game mail. 3) While it is true that we used to ask player for the item value back to preserve the realm's economy, it was felt that this policy was not player-friendly, and we no longer ask players for gold for reimbursed items (unless we suspect the player of trying to scam us!). 4)This depends on the actions of the "Hacker" - the best case scenario is that only your characters were deleted and not your items, in which case they will be restored in exactly the same condition as they were when deleted. If the items on your characters were vendored before deletion (which is applicable in the vast majority of cases), then your characters will be as they were - ie, with no gear. As for professions, arena points, etc - again, characters are restored in exactly the same condition as they were when deleted. If any professions were deleted or Arena points spent, we are in most cases able to reverse these actions completely. 5) Any new characters you make on your account will not be affected by the reimbursement procedure in any way. I hope this clears things up for you. :) Issuntril |
| by Issuntril | 26/11/2007 11:20:50 Hi Zhira, It does appear that there have been a few administrative errors with the processing of your ticket. I have therefore passed this over to a member of the GM team for immediate action, and we should be with you to resolve this issue very soon. I apologise for any confusion and inconvenience caused - if you notice any other problems with your account then please let me know and I will be sure to investigate further myself. Issuntril |
| by Issuntril | 26/11/2007 18:40:17 I have passed this issue over to a member of our Game Master team, and you should be contacted in-game shortly to resolve any further issues you have. :) Issuntril |
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