Ticketing system no longer automated

I don't know if it's been pointed out, but Nexon outsourced their customer service to Virginia based Parature. The wiki link, in case their main website is tl;dr

No they haven't. That's a service that Nexon has been using for a few years ever since they replaced/upgraded their support system. The people answering tickets are the same people working in NxA.

I don't know if it's been pointed out, but Nexon outsourced their customer service to Virginia based Parature. The wiki link, in case their main website is tl;dr

No they haven't. That's a service that Nexon has been using for a few years ever since they replaced/upgraded their support system. The people answering tickets are the same people working in NxA.

Maplefreak is correct, they just replaced their SalesForce.com craptasm of a ticket system with the Parature moderately-less-craptastic ticket system.

Hello,

I understand that your account may have been compromised a while back. I'm sorry for the inconvenience this issue has caused you.

Unfortunately, we will not be able to assist you with this issue and ask that should any further incidents occur that you report them as soon as you are able. In the future we ask that you report these incidents within a 7 day span from when the incident occurred or as close to it as possible.

Please refer to our Security FAQs for further details on how to avoid putting your account at risk: http://maplestory.nexon.net/Support/Security.aspx

Sincerely,

GM Raykal
Nexon America Inc.

Security Tip: Please do not give your password, PIN, or PIC number to anyone for any reason. Nexon representatives will NEVER ask you for your password, PIN, or PIC.

k thx for taking three months to give me a copied response, you've definitely improved

With permission of the staff on this site of course, if I'm able to find exploits that needs to be patched (like the packet for expedition disconnect hacks), would anyone here assist in reporting the packet in a written ticket to see if we can get things patched?

Obviously I wouldn't make a thread about it, I would be PM'ing you the packet. I'll need to find it though. I think if a lot of us report the issue in a ticket, there might be a chance Nexon actually does something to fix it.

Getting fed up with the hackers lately trying to control everything.

 Original ticket

Ticket Description
Game Selection: MapleStory
Category: Game Related
Sub-Category: Hacked Account
Summary: I got hacked.
Date of Incident: August 16th, 2011
Last Login Date Before Loss: August 16th, 2011
In Game Currency Lost: 517, 000, 000
NX Lost: 3100
Item(s) Lost: Evolving Ring I, Evolving Ring II, 15 attack 6 slot Dragon Khanjar, 114 attack/10 luck Gold Double Knife, 4% luck level 50 thief shoes, 8 attack brown work glove, multiple mastery books.
Details: This guy's been trying to hack me since January, and I was able to stop him until the 16th of August. I logged off at around 7 PM and was on Skype with my friends when this guy logged into my account, said "ty" (which is not something I say, I spell it out), and took everything. I looked at my email for that account and there was a password reset sitting in there from 4 PM, I believe. He also stole NX from me.

 Response over a year later

Hey,

I am sorry to hear that your account was compromised awhile ago without a definite response from us. I understand how upsetting this is, and I sincerely apologize for any inconvenience this issue has caused you.

I understand that you worked hard to obtain the Mesos and items that were lost. Unfortunately, we are not able to recover the lost Mesos and items; however, as a gesture of goodwill to such a loyal player, we have gifted your account with 25,000 MaplePoints to help you recover. Please allow up to 3-5 business days to receive your MaplePoints.

Your account may have been compromised by a malicious web site designed to steal account information. A keylogger may also have been installed on your computer. I highly recommend that you run a virus and spyware scan in order to make sure that there are no malicious programs or keyloggers installed.

Once you've scanned your computer, I suggest that you change the password to your account for added security. Please refer to our Security FAQ for further details on how to avoid getting "hacked" or scammed. You can find this valuable information here:

http://maplestory.nexon.net/Support/Security.aspx

We really appreciate the time and effort you have invested in our game, and want to thank you for your continued support.

Sincerely,

GM Skelorm
Nexon America Inc.

Security Tip: Please do not give your password, PIN, or PIC number to anyone for any reason. Nexon representatives will NEVER ask you for your password, PIN, or PIC.

[SPOILER=Me telling them to politely pineapple off since I've spent more than that on this game]25000? I've spent more than that on this game. Not worth it for me to accept this.

 Final offer

Dear Mapler,

I'm sorry to hear that you are unhappy with the amount of MaplePoints that were gifted.

Please understand that the MaplePoints we gifted to you were meant to help you get back to enjoying the game. Unfortunately, we are unable to recover items and Mesos that were lost. We will not be able to gift you additional MaplePoints for this issue.

Thank you for understanding. We really appreciate your continued support.

Sincerely,

GM Skelorm

Nexon America Inc.

Security Tip: Please do not give your password, PIN, or PIC number to anyone for any reason. Nexon representatives will NEVER ask you for your password, PIN, or PIC.

 my reaction

pineapple off Nexon, I'm done with trying to deal with you. What a lowball attempt to bring me back.

If you think that was a slap in the face, I had 400k in pure NX (since hackers were duping the pomegranate out of everything and I needed something that wouldnt deflate) + 200k NX worth in equips. Got the same 25k maplepoint response for Nexon's incompetence YES!

With permission of the staff on this site of course, if I'm able to find exploits that needs to be patched (like the packet for expedition disconnect hacks), would anyone here assist in reporting the packet in a written ticket to see if we can get things patched?

Obviously I wouldn't make a thread about it, I would be PM'ing you the packet. I'll need to find it though. I think if a lot of us report the issue in a ticket, there might be a chance Nexon actually does something to fix it.

Getting fed up with the hackers lately trying to control everything.

Providing [MENTION=2054]Eos[/MENTION];/moderation don't mind, I'd log tickets regarding these sorts of issues in order to try and get them patched ASAP.

Providing [MENTION=2054]Eos[/MENTION];/moderation don't mind, I'd log tickets regarding these sorts of issues in order to try and get them patched ASAP.

I don't give a damn what users do in PMs as long as it's legal and on your own heads.
It won't accomplish anything. This is not a novel idea. You'll get, at best, the copy/pasted "passed this along" message. And that's if you get a GM competent enough to even understand what you've handed them who has a clue where to send it cause it's certainly nothing they can do anything about.