Quote:Hello, I am sorry to hear that your account was compromised. 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 token of thanks for being a loyal player, we have gifted your account with 75,000 MaplePoints to help you recover.
Please allow 7-10 business days for the MaplePoints to be available on your account. Again, we apologize for the inconvenience and thank you for understanding.
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
Sincerely,
Senior GM Libra
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.
Sn1perJohnE Wrote:When you reopened it, did you leave the first one open, and just submit a new ticket with the old tickets info?
Well not reopened, I closed my original ticket from February 5th, opened a new ticket referring to that closed ticket with the number and all. Both have not even been acknowledged with a work in progress notice just open. While the other account received a closure within a week.
Rolegame Wrote:No matter how many people say that Nexon is answering them and compensating; I'll never believe until I see it with my own very eyes.
I sent some problem related to a bug in game; monster dropping 7th anniversary maple leaves that shouldn't be dropping. I know it's a minor problem, but it may not be good to leave behind. I sent it like 5 or 6 days ago, and I haven't received no response. I know, is not as comparable to hacking issues, but if I worked in customer support, I wouldn't leave behind 'some' tickets (That's why they are getting paid, right?)
Of course, if I ever get hacked, not going to negate I'm going to send a ticket, but I highly doubt they'll pay me 150k. Or that they'll even response with good news. I'm talking out of experience, not other's opinions.
You'll be glad to know that this particular issue is going to be fixed in the next maintenance, as confirmed by the Bug Report.
Rolegame Wrote:No matter how many people say that Nexon is answering them and compensating; I'll never believe until I see it with my own very eyes.
I sent some problem related to a bug in game; monster dropping 7th anniversary maple leaves that shouldn't be dropping. I know it's a minor problem, but it may not be good to leave behind. I sent it like 5 or 6 days ago, and I haven't received no response. I know, is not as comparable to hacking issues, but if I worked in customer support, I wouldn't leave behind 'some' tickets (That's why they are getting paid, right?)
Of course, if I ever get hacked, not going to negate I'm going to send a ticket, but I highly doubt they'll pay me 150k. Or that they'll even response with good news. I'm talking out of experience, not other's opinions.
It's not just leaves. They're dropping boxes as well.
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MrFry Wrote:Well not reopened, I closed my original ticket from February 5th, opened a new ticket referring to that closed ticket with the number and all. Both have not even been acknowledged with a work in progress notice just open. While the other account received a closure within a week.
It probably would have been better to leave the first ticket open, and refer to it in a new ticket. Thats what I did and got a quick response.
Just sent another ticket since my other one was left open for a month. Although they both ended up being "Work in progress" with no real response.
But with my luck, they'll be denied or left unanswered.
I looked through my two other tickets from when I was hacked and both GMs seem to not compensate people. (Aanythe and Kanison. Or maybe just Kanison.)
Rinax Wrote:I looked through my two other tickets from when I was hacked and both GMs seem to not compensate people. (Aanythe and Kanison. Or maybe just Kanison.)
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Ok....Just wondering, those who did receive compensation, did they usually list the amount they are compensating in the solution response? Reason I ask, is cause I just got a response for mine today, and it say they are compensating with maple points, but it doesnt say how much...
Nexon Wrote:This ticket has been closed by a GM. Please see below for more details.
Hello, I am sorry to hear that your account was compromised. 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 token of thanks for being a loyal player, we have gifted your account with MaplePoints to help you recover.
Please allow 7-10 business days for the MaplePoints to be available on your account. Again, we apologize for the inconvenience and thank you for understanding.
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:
Sincerely,
Senior GM Libra
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.
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案山子 Wrote:How do you ''bump'' a ticket by the way?
I'm tempted to do it for mine.
I just submitted a new ticket with all the same information, and note that it is a resubmission of the first ticket, and put the ticket number in there as well.
Sn1perJohnE Wrote:Ok....Just wondering, those who did receive compensation, did they usually list the amount they are compensating in the solution response? Reason I ask, is cause I just got a response for mine today, and it say they are compensating with maple points, but it doesnt say how much...
They listed amounts for everyone I know. Yours is the first I've seen with an unnamed amount.
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I'm pretty sure they're being a lot more cautious with Maple Points now because of this thread (and whatever other threads have spawned since) because I guarantee they got hundreds of fraudulent requests for compensation.
Sarah Wrote:I'm pretty sure they're being a lot more cautious with Maple Points now because of this thread (and whatever other threads have spawned since) because I guarantee they got hundreds of fraudulent requests for compensation.
Well, yeah, it's kind of hipocresy.
People get's hacked, they tell nexon, and it seems like nexon BEFORE didn't care. People go mad, ragequit, and etc.
Now, Nexon decides (based on all these posts :/ ) that they give Maple points as compensation, how many? from 75k to 150k or more. Then, what does people do? Try to scam nexon with fake hack issues. I mean, you want Nexon to do something, for you to take fraudulent advantage of it? That's not nice, even if we're talking about Nexon.
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Sarah Wrote:I'm pretty sure they're being a lot more cautious with Maple Points now because of this thread (and whatever other threads have spawned since) because I guarantee they got hundreds of fraudulent requests for compensation.
They will simply look into it and say no.
I don't think they could actually KNOW if someone was legitimately hacked or not unless it was stated outright or the same IP was used
I just tried getting something for my hacked old account and all I got was a 'lol fix it yourself' when I explicitly said I COULDN'T.
anyway can I refer to my closed ticket when asking about something else related to it? right now I just want the fucker playing my account gone.
Just submitted a ticket about the special mastery books&mastery book quests not working, it went to work in progress when I posted it instead of 'open' like it normally would. o_O
Ticket Wrote:Game Selection: MapleStory
Category: Game Related
Sub-Category: Bug/Glitch
Bug/Glitch Details: Other
Summary: Items lost in Fredrick was not addressed
Details:
Hi,
I submitted ticket ###### on 1/28/2012 about items I had lost due to a glitch in the rollback in January. My Hired Merchant was rolled back to a different time than my character so all the items in my store were lost.
Character affected: ####, World: ####
Please refer to ticket ####, where I had listed most of the items I had lost (I had identified 10 out of 16 items that were in my store) and how I lost them in a Hired Merchant purchased from the Cash Shop.
I have been a loyal customer to Nexon and invested a lot of my time and money into the items I had lost. For example, the dagger that I lost had 8 enhancements and was Unique potential. Just to use 7 Shielding Wards cost 69,300 NX assuming I purchased them on sale and I had perfect scrolling (i.e. no enhancement scroll failed requiring multiple Shielding Wards to pass an enhancement).
In addition, several items were Unique potential. Miracle cubes are 12,000 NX per bundle of 11. Assuming great luck in achieving the potential of the items I lost at 55 Miracle cubes each (i.e. 5 sets), that would be 60,000 NX each item. At 7 items, that is 420,000 NX. Simply increasing this by 1 set per item increases my loss to 504,000 NX. Please note I have been very conservative with my estimates just to project the low-end of my losses.
Historically, I have lost items in the past during periods of rollbacks, but these items were items I had already owned prior to the rollback period and represent items I had earned over the period of 5 years of being a Nexon customer.
I would hate to have this as a reason to stop being a loyal Nexon customer because I had understand that the rollback was necessary at that time. However, the fact that I had lost items they had already owned (and the magnitude of my loss) is terribly disappointing since this loss is of no fault of my own as I simply just had these items in my store for sale.
I hope that this issue can be addressed in a satisfactory manner. Previously, I had been told per ticket ##### to be on the lookout for compensations for my loss, but this issue was never addressed.
For your convenience, I have listed the items that were affected and lost as explained above (consistent with my original ticket):
- VIP Dagger (STR): 195 Attack, 8 Enhancements Applied, Unique
- VIP Katara: 67 Attack
- Chaos Zakum Helmet: Unique, 15% DEX
- Spectrum Goggles: Unique, 12% INT
- Violet Snow Shoes: Unique, 15% DEX
- VIP Earrings: Unique, 12% DEX
- Abyss Allargando
- Green Arnah Shoes: Unique, 12% DEX
- Advanced Potential Scroll (approx. 20)
- 50% Scroll for 2H Weapon for Attack (approx. 9)
If there are any additional details that are required on my end, please refer to my previous ticket ##### closed by GM, or request for the information required and I will be happy to add further details if able.
Thank you for your attention in this matter.
Response after a month
Spoiler
Nexon Wrote:Hello,
You are receiving this message because you have submitted a ticket under the bug/glitch category. At this time we ask you to see if the issue that you were reporting is still an ongoing issue for you. This issue may have been resolved in the latest update.
If you are still experiencing an issue, please post on our forums about the bug or glitch that you are experiencing. But before doing so, please look through the forums to see if someone has already posted the same issue.
When submitting a forum post, please provide as many details about the issue as possible. Screenshots and specifics always help. Our MapleStory team will review each new post and the information provided. Issues will be forwarded to the correct department for evaluation.
Thank you for taking the time to make MapleStory a better game!
Sincerely,
GM Panthiro
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.
Looks like a copy-paste reply to me.
What is the proper topic I should be submitting this ticket under? I didn't get hacked and this isn't a Cash Shop issue... If I put it under Glitch/Bug they just tell me it's been fixed.
Looks like a copy-paste reply to me.
What is the proper topic I should be submitting this ticket under? I didn't get hacked and this isn't a Cash Shop issue... If I put it under Glitch/Bug they just tell me it's been fixed.
Please advise.
Thank you
I wonder if telling them that the NPC hacked you(he basically did, after all) might get a better response, because that's a BS reply. :/
![[Image: tumblr_lltzgnHi5F1qzib3wo1_400.jpg]](http://29.media.tumblr.com/tumblr_lltzgnHi5F1qzib3wo1_400.jpg)
