Nexon's negligence.

All questions about holding Nexon accountable will be buried in the hackings thread so I decided it would be better to have a separate topic solely for that purpose while victims can continue posting there.

Currently we know that Nexon isn't responding to tickets on this issue (or any other...) with due diligence and that is unacceptable. We all have an equal right to have our questions answered, especially in a time when fear is nearly unavoidable. So, if Nexon won't respond to us, the next step is to take it beyond them to the Better Business Bureau, a company that exists for exactly such situations. It's widely known that Nexon cares greatly about their BBB rating and will do whatever they can to stay in the green with them. This generally means solving problems or at least giving a straight-up response to them. Either would work at this point, and that should be our goal.

Nexon's negligence is a problem that affects all of us at some point, whether you know it or not. It comes in the form of unexplained down-times, glitched items or maps, or most recently, a string of unexplained hackings with no resolution or recourse for the victims.

As a company that readily asks for our money month after month, we are owed a sense of security. We are owed answers. And that is the purpose of this thread. Everyone can help, you don't need to be a victim. Everyone should help to prevent others from being victimized, both by hackers and by Nexon. Because every day, hour and minute that goes by without acknowledgment of an issue puts you at risk.

So below I will walk everyone through what they can do to make a difference. Please, please help. Today it's not you but who knows what they'll do tomorrow.


[SIZE="3"]Sending a complaint to the Better Business Bureau:[/SIZE]

First, you'll need to click this link to get to the BBB complaint page for Nexon.

You'll notice that it asks for personal information. Don't worry, it's secure there. It's meant to ensure that you're not logging multiple false tickets. So fill all of that in.

Next, click on complaint type and scroll down to customer service.

In the box below that, write a brief summary of the situation. Essentially you'll just highlight their inability to successfully resolve issues in a timely manner (if at all) and their dismissive attitude towards complaints via their forums and ticketing system. For anyone who has been hacked, mention that.

Next to that box is a space for a desired resolution. I think that we'd all like to see a more prompt response from Nexon overall concerning ALL issues, and perhaps a more formal and human ticket response system. Their current one often leaves me (and others, I'd presume) unimpressed and feeling a little ignored. Again, if you're a victim of hacking include COMPLETE compensation for your losses. There's not that much space but if you can fit it in there write increased security.

The box in the bottom left corner is where you'll write the bulk of your complaint. Unfortunately, there isn't a lot of room. So you'll want to highlight your negative experiences with the actual company including ignored tickets. Those of you who have been in escalated status for longer than two weeks need to make it clear that they haven't tried contacting you since escalating your status. Write it in your own words. If you need help getting your thoughts together, I'm available.

For anyone who has lost NX, write the cash value in the amount in dispute box.

The final box is just a description of Nexon. Write "Nexon America develops and hosts online computer games."

Model name, date of transaction and invoice model are all null, leave them empty. The date problem started box is mostly dependent on whether you're using a previous ticket for reference or are responding just out of a need for resolution. If you've got an open ticket or a ticket that was open for a while that wasn't acknowledged, include the date of that ticket. If you are just worried and are supporting the need for resolution, use the date January 01, 2010.

Now, the most important part. Re-read what you've written and ensure that it is concise and clear. Include only facts. Do not speculate or lie or you will invalidate your complaint and weaken this effort. And again, if anyone needs help I'm around.

I've already sent my ticket, for the record.


Please respond with any questions or comments regarding the issue at hand. Hopefully we can change something. If you do send a ticket please alert me either here or via private message just so I can sort of keep track of how much effort is being put into this. Also, feel free to post this on other forums where people are being effected. The more support this gets the more likely we are to see some action.

Thanks in advance for your help and... good luck.

Any reports on account loss will most likely get this response that Nexon replied someone with on BBB;

As for the compensation that may be available, please keep in mind that this character delete was not due to an issue in security on the part of Nexon America. Account security is the responsibility of the account creator, and the security of the email address registered to the account as well.

Minus the character deletion part. Not that I'm against this, I just felt like pointing out that they'll most likely just dismiss it.

Response taken from here.

Any reports on account loss will most likely get this response that Nexon replied someone with on BBB;



Minus the character deletion part. Not that I'm against this, I just felt like pointing out that they'll most likely just dismiss it.

Response taken from here.

That may be true but that is a single instance. When many people send in tickets at the same time it raises a red flag and isn't something Nexon can just wave away.

Any reports on account loss will most likely get this response that Nexon replied someone with on BBB;
Minus the character deletion part. Not that I'm against this, I just felt like pointing out that they'll most likely just dismiss it.

Response taken from here.

After a few hundred() "I got hacked, fix this pls" complaints being responded to by "your fault", I think the BBB would notice a pattern.

lolninja'd.

Haven't bee hacked (yet), but I'm all for anything that makes Nexon give a rat's ass about their game.

Haven't been hacked, too, but I fully support this.

I'll send my report.

Let's make NEXON understand that they can't just ignore their customers' problems like that. They will understand, sooner or later. THEY HAVE TO.

B+? Pfft. Guys, if NEXON America seriously deserves that rating, my name's Chuck Norris.

I submitted a ticket about this issue directing to the other thread and the one on SW.net...took them 2 weeks to get to it.

 Spoiler

Greetings,

Thank you for contacting Nexon America’s Customer Support team.

Thank you for the report. Please be aware that there are many security measures put in place to protect our players. Unfortunately, many who have fallen victim to unscrupulous players have done so as a result of neglecting some very basic rules.

Players sometimes do not realize the type of information that they give away to their friends, or even strangers. Some are even quick to believe in scams or fake websites that will "double their NX" or make them a "GM." As it says in the constant reminders viewable in-game, or the various places on our website, you should NEVER give out sensitive account information or visit websites that you do not trust. One thing to remember, if the website claims to do something that is too good to be true (that the official Nexon.net doesn't mention,) it should probably be avoided.

Additionally, it is recommended that you run an up-to-date anti-virus/antispyware program to consistently protect yourself from keyloggers and other malicious programs. As long as you can follow these fundamental rules, you should not have anything to worry about.

Thank you for your support in being a positive member of the Nexon community!

Sincerely,

GM Jascol
Nexon America, Inc.

GM Jascol plans to hang out in the Sky Tower and enjoy the view!

For security reasons any sensitive account information has been made private.
Please do not give your password or pin number to anyone for any reason.
Nexon representatives will NEVER ask you for your password or pin.

 Off topic

I actually submitted one to BBB two days ago about their customer service and them taking roughly 15 days to answer a ticket about my unfair banning. Banned for two months for an IGN on my account, turns out they are reducing my ban to the 15th of this month since they changed the IGN (even though they changed it about 10 days ago). I would have been unbanned well over a week ago if it wasn't for them taking so long to answer it.

I guess I can do another report for this as well (:

I submitted a ticket about this issue directing to the other thread and the one on SW.net...took them 2 weeks to get to it.

 Spoiler

Greetings,

Thank you for contacting Nexon America’s Customer Support team.

Thank you for the report. Please be aware that there are many security measures put in place to protect our players. Unfortunately, many who have fallen victim to unscrupulous players have done so as a result of neglecting some very basic rules.

Players sometimes do not realize the type of information that they give away to their friends, or even strangers. Some are even quick to believe in scams or fake websites that will "double their NX" or make them a "GM." As it says in the constant reminders viewable in-game, or the various places on our website, you should NEVER give out sensitive account information or visit websites that you do not trust. One thing to remember, if the website claims to do something that is too good to be true (that the official Nexon.net doesn't mention,) it should probably be avoided.

Additionally, it is recommended that you run an up-to-date anti-virus/antispyware program to consistently protect yourself from keyloggers and other malicious programs. As long as you can follow these fundamental rules, you should not have anything to worry about.

Thank you for your support in being a positive member of the Nexon community!

Sincerely,

GM Jascol
Nexon America, Inc.

GM Jascol plans to hang out in the Sky Tower and enjoy the view!

For security reasons any sensitive account information has been made private.
Please do not give your password or pin number to anyone for any reason.
Nexon representatives will NEVER ask you for your password or pin.

I just hate when NEXON gives responses like those. It's like they think they're 100% right and if someone gets hacked, it's 100% because he gave out his information to a stranger or because of a keylogger. Well, sure, 99% of the cases is because of that, but not always. I never give away information to anyone and I'm smart enough to not fall for stupid keyloggers, and have never been hacked.

Though, if, recently, there have been a lot of users getting hacked and many of them say that they didn't give away any of their information maybe the reason isn't that or a keylogger.

I submitted a ticket about this issue directing to the other thread and the one on SW.net...took them 2 weeks to get to it.

 Spoiler

Greetings,

Thank you for contacting Nexon America’s Customer Support team.

Thank you for the report. Please be aware that there are many security measures put in place to protect our players. Unfortunately, many who have fallen victim to unscrupulous players have done so as a result of neglecting some very basic rules.

Players sometimes do not realize the type of information that they give away to their friends, or even strangers. Some are even quick to believe in scams or fake websites that will "double their NX" or make them a "GM." As it says in the constant reminders viewable in-game, or the various places on our website, you should NEVER give out sensitive account information or visit websites that you do not trust. One thing to remember, if the website claims to do something that is too good to be true (that the official Nexon.net doesn't mention,) it should probably be avoided.

Additionally, it is recommended that you run an up-to-date anti-virus/antispyware program to consistently protect yourself from keyloggers and other malicious programs. As long as you can follow these fundamental rules, you should not have anything to worry about.

Thank you for your support in being a positive member of the Nexon community!

Sincerely,

GM Jascol
Nexon America, Inc.

GM Jascol plans to hang out in the Sky Tower and enjoy the view!

For security reasons any sensitive account information has been made private.
Please do not give your password or pin number to anyone for any reason.
Nexon representatives will NEVER ask you for your password or pin.

Annnd this is exactly why we need to directly bypass Nexon. They've rarely admitted their own faults and don't take anyone seriously, which is one of the things we need to write in our reports.

Even if this string isn't their fault somehow, it's still their duty to get to the bottom of it and warn users of the new danger that is affecting so many.

Complaint filed.

I miss my mesos.

Annnd this is exactly why we need to directly bypass Nexon. They've rarely admitted their own faults and don't take anyone seriously, which is one of the things we need to write in our reports.

Even if this string isn't their fault somehow, it's still their duty to get to the bottom of it and warn users of the new danger that is affecting so many.

Yeah. Its obviously not a keylogger or anything or one of us that got hacked would have noticed something by now >_>

Nexon has pretty good backing for saying the account is our responsibility, still it can't hurt. They clearly blew it securitywise.
Still I wager that nexon never makes a public statement about this.

Well yeah, I understand why people are angry. Something really needs to be done about their customer service to make everyone satisfied, not just Nexon. While I do respect their ways of making profits for the company, I'm not satisfied when they neglect everyone the same way. Nexon just clumps everyone together as if they are all kids that gave out info to their accounts... In reality, we're smart enough not to do that, at least most of everyone I hope... But there are several people like real life friends, and mature people sort of thing that we wouldn't mind giving a thing for contact like an email address.

The info they tell us not to give is still pretty vague, and it's pretty much common sense before desire... As if Nexon tells us not to give any information at all like an e-mail address. I'm pretty much assuming they don't know what the purpose of an e-mail is much less telling us to give it out... We give them info like that to safeguard as well, but I take it they're not doing that too well...

Pretty much, Nexon just thinks everything they do and create is flawless. That auto ban system needs to be explained for one thing. My friends being banned for just having msn or winamp/media players is just ridiculous; so I'm not sure how they detect those as hacking,macro, or whatever programs...

I laugh at account security being our responsibility and their "many" security measures. Pray tell...Last name and birthday?

If it is the case that security is our responsibility. I would love to see:

- Options to change our e-mail, after a ticket inquiry to verify owner ship.
- Options to not delete characters no matter what unless ticketed with specific info
- Return of security questions
- Authenticators! http://sleepywood.net/forum/showthread.php?t=1622898

Also filed a complaint.

I laugh at account security being our responsibility and their "many" security measures. Pray tell...Last name and birthday?

If it is the case that security is our responsibility. I would love to see:

- Options to change our e-mail, after a ticket inquiry to verify owner ship.
- Options to not delete characters no matter what unless ticketed with specific info
- Return of security questions
- Authenticators! http://sleepywood.net/forum/showthread.php?t=1622898

Also filed a complaint.

MSEA got the authenticator system already It's currently in testing state before being released.

http://forums.asiasoftsea.net/showthread.php?t=736766
http://maple.playpark.net/news_events/vi...sion_0871/

[System]
Implementation of Vasco System

That's fucking amazing. I'm glad to see Msea is taking the hacking attacks against it seriously. And if MSEA is starting this up, I see no reason why Nexon cannot either.

Does Nexon america need to first lose half its users before it introduces something like this?

Filed one.

Gave in and filed one, since mine's been ignored for four day snow.

I laugh at account security being our responsibility and their "many" security measures. Pray tell...Last name and birthday?

If it is the case that security is our responsibility. I would love to see:

- Options to change our e-mail, after a ticket inquiry to verify owner ship.
- Options to not delete characters no matter what unless ticketed with specific info
- Return of security questions
- Authenticators! http://sleepywood.net/forum/showthread.php?t=1622898

Also filed a complaint.

bolded is currently available iirc, but given nexon they'd probably disregard it entirely. i mean, my old account, the main one which i gave away, is tied to a no-longer valid email address, yet im unable to change that at all. ive tried, and they disregarded the ticket, closing it without a response.

EDIT::
Disregard that: http://maplestory.nexon.net/WZ.ASPX?PART...ntNo=004OT
apparently, they no longer do that anymore. -_-

Wow, glad to see SEA is getting authenticators. Hope we get them soon too. I'd buy one in a heartbeat.

I don't understand what any of you expect of Nexon. They failed to institute basic security measures in account safety, so they coded them in as paid NX items, the Item Locks; then it turned out for a time that those were glitched and items dissappeared after 90 days instead of the locks. It is pretty pathetic that logging a ticket to Nexon does nothing, you have to lodge a complaint with BBB instead, and they only fix your issue then because otherwise tehy'd be ranked an F business, like they deserve.