Ticketing system no longer automated

I got this when I submit a ticket about losing stuff from mush/storage glitch

Hey there Laura! Thank you for bringing your concern to our attention. I realize that ensuring that our game is working without an issue is important, and as a fellow Mapler, I appreciate your report. Additionally, I would like to apologize for any inconvenience that this issue may have caused you.

Currently, I have forwarded your report to the appropriate department for investigation. Should any information regarding this issue become available, it will be posted online at:

http://maplestory.nexon.net/

I know that this will not fix your issue immediately, but please wait as we work on a resolution.

Should you have any questions or concerns in regards to this matter, please do not hesitate to submit a new ticket with a detailed explanation of the issue.

Thank you for taking your time to help improve Maplestory.

Sincerely,

GM Kanison
Nexon America, Inc.

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

and another

Hey there Laura! I see that you have had a issue with the Hired Merchants.

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 25,000 MaplePoints to help you recover.

Should you have any questions or concerns in regards to this matter, please do not hesitate to submit a new ticket with a detailed explanation of the issue.

Thank you for your understanding and cooperation.

Sincerely,

GM Kanison
Nexon America, Inc.

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

Made 2 different tickets requesting that I have another ticket closed due to not have the "close" option to do it myself about a month ago. No responses to either of the new tickets in the time that I filed them, and still getting robot replies to my original ticket..

I got this when I submit a ticket about losing stuff from mush/storage glitch

-Snipe-

Thank you for the feedback.

I have submitted another ticket under Cash Shop. I hope they will look into it more serious now.
What seems really unfair about this is that this glitch is out of our control yet you only get 25k NX compensation compared to people who have had their characters compromised receiving 125k-250k, which may involve partial fault of the user.

Got hacked last friday. Today woke up to this:



Figured I'd get like 200, maybe 250k NX for it but...

I'm a happy beaver.

My ticket hasn't been answered yet.
Status: Open
Date Created: 6/7/2012 6:27 AM PDT

tch. Oh well.

same for me

Open 6/27/2012 6:02 AM PDT

Yet, some people have sent their after. I'm wondering how they prioritize doing some and not others.

Got hacked last friday. Today woke up to this:

 Spoiler

Figured I'd get like 200, maybe 250k NX for it but...

I'm a happy beaver.

For every person that gets treated like you have, Nexon shafts 10 others like me.

For every person that gets treated like you have, Nexon shafts 10 others like me.

like me too, mine hasn't been answered for over a month

like me too, mine hasn't been answered for over a month

This.

Thinking about trying again today.

You are lucky.... emailbox. I got my ticket replied, but saying no compensation after 4 tickets sent.

My ticket.. (Censored on sensitive information)
To whom it may be concerned,

I wish to complain about the unsatisfied compensation received on my compromised account that happen on August last year and the delay response from your customer service.

On the 17th of August in 2011, I found out my account have been compromised, three characters of my account in Bellocan (namely *****, ***** and *****) was emptied. On the same day, I submitted a ticket (#1900-778379) on this incident. A few days later, I did a full scan on my computer confirmed that my computer is free of spyware or keylogger or any sign of being hacked. I also communicated with various people that have been hacked in the same time period, found out there was a database leakage on your login server rather than a leak out of account information from us.

There are several evidences that support our claim (this has been addressed as an additional information in the ticket #1900-778379):
1) Compromised players didn't get keylogged and free of spyware - this can be support by all my other accounts are being untouched.
2) Our emails are not compromised - I am using gmail, which will alert me on any unusual activity, such as log on a place that different to where I used to. Plus my email account is created for registration on this Nexon passport, it has not been used in any other places. For this reason, I rarely log on this email account. When I log onto this email to check for login history, there is no record of any unusual login activity except my own IP address.
3) Compromised accounts didn't get password or PIC changed. This means the hacker simply knows login, password and PIC of those accounts.
4) Players that got compromised include dungeon fighter online (one of your other games), maple story players on different worlds. We have nothing in common and we don't know each other. But the way that how we got compromised is the same, such as untradable items are mostly remained behind, hackers just took the mesos, NX and tradeable equipments that are expensive. This suggested me that we got compromised by the same person or the same team of people.
5) The hack seems to be start from the time your login server was down (it was around 4th August), which pretty much match the earliest hacked report I can find on the forum. This suggested me that either your login server got attacked or the data on your login server was leaked out during the maintenance.
Sum up all the above points, clearly the fault isn't fall on our side for this incident. And given this reason, I wish to ask for a full compensation on my loss.

Two months after the incident (21st of October, 2011), I received a compensation package that includes 25000NX and equipments for just one character, which I felt highly disappointed. As the actual amount of NX loss is way more than the compensation package given (164495NX to be exact), plus the equipments offered could not fulfill my lost equipments.

If you check my purchases, I have been spend a total of 115767NX on your MTS system to buy crystals to create my set of equipments using the "Maker" skill which no longer available. A further 96500NX to buy the "Premium Miracle Cube" and "Miracle Cube" for the potential on my equipments. This is a total of 212267NX spend on the set of equipments I lost and this did not count on the billions of in game currency I used plus the time and efforts involved.

For this unsatisfied and unfair compensation, I submitted another ticket (#19000-944904) on the 5th of November in 2011, and I got a response after one and a half month (22nd of December, 2011) saying my issue will be investigated. This ticket was remain in "Work in Progress" and has not been look after until I filed a third ticket half year later.

On the 20th of June in 2012, I submitted a third ticket (#19000-1394703) about the incident. This time I got a response in eight days but to tell me that a further compensation cannot be offered. This is a ridiculous response for ten months wait after my account being compromised and compensation I have been received.

Firstly, the compensation package is not what I requested and it is an enforced compensation package, I did not have a choice on accepting or not. Secondly, remind you that the responsibilities on the leakage of account information is not on my side, and therefore, a full compensation is expected.

As compensation for this regrettable experience, I request no less than 400000NX as the compensation. This is because I understand that my equipments are no longer recoverable, as the "Maker" skill is no longer available in game. The compensation I requested covers the actual NX lost (164495NX), the NX I have been spend on the equipments I lost (212267NX), plus less than 25000NX for the actual in game currency lost and currency spend on created equipments.

I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 21 business days (or before 6th of August, 2012) I will file complaints to the company address and appropriate consumer agencies. I may be contacted with my account email or following address or phone number.

******************************
************

Sincerely,
*****

Their reply...
Hey there *****! It is nice to hear from you again! I am sorry to hear you have lost all these items on your account.

Please understand that your account was already compensated for your loss. That compensation was given as a way to help you recover from your loss; we are unable to provide you with any other compensation package.

Please understand that it is your responsible for ensuring that your account is secured. I will highly recommend that you update the security on your account on a regular basis and not share any of the information with anyone.

For information about how to keep your account secure, please follow the link below: http://maplestory.nexon.net/Support/Security.aspx

Thank you for your cooperation and understanding.

Sincerely,

GM Kanison
Nexon America, Inc.

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

Then I got my flame up!!!!!!

I feel such an offence when you are strongly hinting that I gave out my information when I did not share with anyone including my son and husband. And that you are trying to avoid the responsibilities on my loss when I am a victim of the security breach, after this security breach has been mentioned and admitted in both 2011 and 2012 first quarter's shareholder letters.

As for the compensation, again, it is not what I asked for and what I accepted on, would you please not saying that "already compensated for your loss"? As what I received not even cover 10% on what I have been loss.

Again, I do know how to secure my account and you do not need to tell me not to share account information with someone else every time when I submit a ticket. And your recommendations are pointless when there is a breach on your database.

Finally, I request again on a full and fair compensation on my loss. I look forward to hearing from you as soon as possible to resolve this problem. I may be contacted with my account email or address or phone number I mentioned in the original ticket.

Sincerely,
*****

Their solution!!!! F3
Hey there *****!

As previously stated, your account was already compensated for your loss. That compensation was given as a way to help you recover from your loss; we are unable to provide you with any other compensation package.

If you have do have any other issues or concerns, please submit a new ticket and I will gladly assist you with the issue.

Thank you for your understanding.

Sincerely,

GM Kanison
Nexon America, Inc.

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

Yeah I had a ticket from back in the beginning of June where I had been hacked and had my Mesos stolen. I closed it cause I really didn't care anymore and just said I'll come back to Maple later (Came back a few days ago). When I signed on, now all my equips had been missing. Easily 1.4bil or so worth of stuff total and had about 2k NX spent (which I didn't care about because it was just meh NX that I didn't buy). Sent in another ticket explaining what had happened and that I have easily spent a very high amount of real money to enjoy the in game more and still haven't gotten anything really.

So old or new ticket, I don't know how they are prioritizing their ticket answering... It's good that a lot of you are being compensated though. Shows improvement.

The most likely means that they're using for answering tickets is....as Eos put it, cherry picking. It seriously seems like completely ass random tickets are being chosen, and there is no rhyme or reason behind any of it. Just gotta hope you're lucky, I guess. :\

Also, that's a bunch of bullcrap @ mtam017's ticket. I'm pretty sure that guy didn't even read your ticket and just copy/pasted his responses. It's flatout retarded that they don't even at least give you the amount of NX you've spent back; It's VIRTUAL CURRENCY. For pineapple's sake. Not like they lose anything, other than a customer for NOT properly compensating you.

Might be dependent on the GM you get and his/her mood at the time. Maybe my GM was feeling great for X reason and looked at my ticket and said "hell, just give him $500, poor bastard".

It could also be that they realized it's their fault and they compensated heavily as a result. There was something about a database leak recently, wasn't there?

Yeah, i know my ticket is rather long, but I want to tell them all the facts in case of further action (which means I didn't expect they will compensate me as requested).

@emailbox
They admitted a database leakage in their shareholder letter last year and 1st quarter of this year. They said suffer the same hack as Korea Nexon, but they didn't have any financial loss because they didn't keep customer's finance record.

If there's one thing they do have records of (If not any meso/item transactions in game) it's how much you have spent on the game. I went back on this account alone and counted how many Prepaid + Credit card charges there were and it added up to around 400ish dollars. I also stated that they could check out my original account from way back when the game started and how much I had been buying NX ever since the Cash Shop was introduced. Ignoring those kind of customers is what gets them to go bye.

I understand the risk of people being greedy and just saying "Oh hey yeah this hack man, lost a bunch of stuff, loyal customer man, kind of deserve something" but in the end Justin is right. They aren't losing anything by giving out virtual currency to players. They are holding onto already loyal customers, and even then those people may end up purchasing more NX even after the compensation is spent. I really don't care if I get compensated because what I've lost compared to what others have lost is quite marginal but for them to take note and have a positive customer service is a step in the right direction in my eyes. Both of my tickets being ignored after a week is not though.

We shall seeee. Le sigh~

Recently received 125k compensation for getting hacked over the school year. I'm pleasantly surprised that it took less than 2 weeks for a response.

As compensation for this regrettable experience, I request no less than 400000NX as the compensation. This is because I understand that my equipments are no longer recoverable, as the "Maker" skill is no longer available in game. The compensation I requested covers the actual NX lost (164495NX), the NX I have been spend on the equipments I lost (212267NX), plus less than 25000NX for the actual in game currency lost and currency spend on created equipments.

i lol'd

i lol'd

What's so funny about it? Should I ask for more or less than what I lost?

What's so funny about it? Should I ask for more or less than what I lost?

I don't think it was the amount so much as your phrasing.
Something about it makes it sound like a 419 scam.

I don't think it was the amount so much as your phrasing.
Something about it makes it sound like a 419 scam.

Not that much? Need proof? Screenshots of my purchases.... Because it was too long, i need to cut into pieces, but overlapped places I have been marked.

 Spoiler

Triangle is the actual NX hacker taken off me... And circle is overlapped with next one


For all images below, top circle overlaps with previous one and bottom circle overlaps with next one

oops.... missed one
This one contains pet's spending which I didn't include in the NX lost mentioned in the ticket.

 Spoiler

The way you worded it made you sound like a douchebag out for what he can get. That's what Eos was trying to say. He wasn't doubting the legitimacy of your claim.