Thursday, December 4, 2008

Restoration Conclusion

After 13 days of waiting, with minimal contact from Blizzard, I received 1850 gold today and an email saying that they were done. I'm still missing over 2,000 gold.

Note: My horde toons were also wiped clean, but I let that one go since I never play any of them.

In response, I sent them some "feedback."

To Whom It May Concern:

Thank you for your efforts in restoring most of my account possessions. After an excessive amount of time (13 days) I finally received the following email regarding the conclusion of my account restoration. I am still missing over well over 2,000 gold from my other characters. Am I to conclude from this message that I will not be receiving it?

We are both victims of a crime. Since, it's obvious to me on the front-end that I'm still missing gold, how difficult (after 13 days of looking) could it be for you to not see that it was taken during the hack?

I was taking all reasonable steps to secure my account. Cyber criminals are constantly taking advantage of new and creative exploits to steal from us. On the day of the hack, my system was free of viruses & trojans. My software was completely up-to-date. I don't share my password. I don't play other places. My only obvious failure was not changing my password for several weeks.

But, clearly the password rules put in place are not secure enough. So, since the hack, I've taken additional steps to buy an authenticator keychain.

And that's the bottom line here. Your loyal customers are being robbed but the nice little "Terms of Service" lay the blame on us, the victims. I understand the need for these legal protections. At the end of the day, however, you are a company selling a product to your consumer.

Customer care should be a higher priority than 13 days of minimal contact, "partial" restorations and hiding behind legal documents. I don't need to have "everything" returned. I don't need daily updates. But, more of both would have been better.

I am not oblivious to the chaos you are facing with the expansion. I am not insensitive to the impact of hackers on your business. I simply question the level of customer service I have received in this matter.

That done, I'm moving on. I have to. In the end, it doesn't matter. I got my gear back so I can play. I have friends who covered me for gold over the last 13 days. Those same friends will give me more if I run out (and not even ask for it back.) Heck, I will make more gold.

1 comment:

Cainam said...

Well first let me applaud you on your typical "Acknowledge it and Move on." attitude. In the grand scheme of things, yeah this sucks, but it's not insurmountable. I thought your letter was well worded and it does really bother me that Blizzard does not have a better system for eliminating the ability for gold sellers to profit.