Ticketing system no longer automated

I've got an e-mail change request (due to my e-mail account being deleted while I wasn't looking) that's been "active" for two months now.

I was wrongfully permanently banned last week on Aug 1, and 4 business days later they unbanned me but told me they're giving me "one last chance", which is bullpomegranate since I did not hack to begin with.

I then followed up with another ticket telling them the following:

Thank you for unbanning my account but I'm not done with this issue. I was wrongfully banned a week ago. I did nothing wrong to deserve being permanently banned. And for you to tell me this will be my "last chance" when your team/your client was the one who caused my problems is totally unfair.

What if I get wrongfully banned again? I won't be able to play anymore? That risk is very high, I never used hacks before and now I will be scared to play because your team has wrongfully screwed me once.

Please investigate this thoroughly. This ticket is to clear my name completely. I would never hack on this game.

They responded to me with a auto-generated response.

****Please note that this is an auto-generated message from Nexon Support based on your recently submitted support ticket. Please do not reply to this message as it will not be seen by Nexon Support Staff****



Thank you for your recent feedback submission to Nexon Support.



Please be aware that due to the volume of player feedback we receive, we are unable to individually respond to every submission. Be assured however, that Nexon takes all player feedback seriously and that your comments have been forwarded to design, operation and executive staff here at Nexon America. Your comments along with those of thousands of your fellow players are being used to determine how we shape and refine our game offerings and improve the various aspects of our operations.



If you have an additional issue that needs a response, please submit a new ticket in the appropriate category.



Thank you again for your valuable feedback.



Nexon Support Team

I did not even submit the ticket as Feedback though, I submitted it under Ban Appeals.

I was wrongfully permanently banned last week on Aug 1, and 4 business days later they unbanned me but told me they're giving me "one last chance", which is bullpomegranate since I did not hack to begin with.

Pretty sure that has been their standard cut and paste reply when unbanning for years. In their world there is no such thing as an undeserved ban, and they would sooner die than admit a mistake, or heaven-forbid, apologize.

Ticket from february stayed open until the 24th, went straight from open to closed, no work in progress, through that thorough investigation they decided I wasn't compromised since between then and now I've acquired items somehow.

So that ticket and the one referring to it were autoclosed. Other most recent one, last week or so, was closed along with the other 2, though 50k maple points was supposedly rewarded. I'll have to wait 5 days to see about that though.

My ticket, I thought it was pretty self explanitory

 Spoiler

GMLibra's response.....

 Spoiler

I don't want to play the stinkin' game, I want the ticket closed that I am unable to close myself.... Idiots, all of 'em. More fodder for the spam folder I guess

 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.

So, my main account got permanently banned today and i'm lost for words...
I have no clue if i'm able to recover my account.

I'm sad. :l

I've sent a ticket today and hope to god they understand and respond back to me.

Submitted a ticket a ticket back in December about name changes, and during the 9 month period of waiting for a response; I was hacked.
Summer had been slow, so I got back into Maple and remember I had that ticket.

A few days ago, I gave up on that name change ticket because obviously they took out name change coupons, and submitted a ticket about my hacking.

Just a few minutes ago (3 days since I submitted the ticket).

I found out I got a response!
[imgspoiler]http://localhostr.com/file/fsji4Nfx15St/YESYESYES.png[/imgspoiler]

I only know I lost 17k NX, I have no idea what else I lost, apparently the hacker(s) left my mules in that account intact and only accessed my first slot character. WELP. I'm happy with this response.

You gave me some hope that they actually might respond to my ticket. :l
Thank you.

Nexon's been responding to my tickets pretty quick now.

Guess early 2012 woke them up.

I wrote them another ticket, follow-up to the one I wrote right after the first server alliance, about MTS inventory being wiped.
The responded very quickly.
With the same form letter as the first: "I have forwarded your concern to the appropriate department, watch the website for any updates."
In other words: "Forget it."
Gee, thanks.

Nine months later...

 Spoiler

A GM has suggested a solution for your ticket, which you may "accept" or "decline" by viewing the ticket on the Customer Support website. Please see below for more details.
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:

-Insert Nexon's support site here-

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.

Ticket Information:
Ticket #:
Date Created: 10/31/2011 10:33 PM PDT

Wow, a response! Looks like they are just handing out 25k Maplepoints to whatever, "I got hacked", tickets are left in their inbox. Between this and the 5k Maplepoints they gave me earlier this year, this definitely does not cover my losses.

Tempted to decline their, "goodwill offer for a loyal player", but I received the Maplepoints already (email came on Thursday and I just checked today), so...guess there's nothing more I can do. Bleh.

So, my main account got permanently banned today and i'm lost for words...
I have no clue if i'm able to recover my account.

I'm sad. :l

I've sent a ticket today and hope to god they understand and respond back to me.

WHAAAAAAAAAAAAAAAAAAAAAAAAAAT

WHAAAAAAAAAAAAAAAAAAAAAAAAAAT

Yeah... I just pray to god they will respond and show me mercy.
Stupid third party program pomegranate.

Yeah... I just pray to god they will respond and show me mercy.
Stupid third party program pomegranate.

LEMME GUESS
fraps

I've got an e-mail change request (due to my e-mail account being deleted while I wasn't looking) that's been "active" for two months now.

That happened for me after a while too, so I just kept spamming the "send me another one" link. Or just resetting the process until I finally got the email.

no clue, I wouldnt know I just aborted some processes in the background and Maple worked again.
However I had to do this every single time I restarted my PC.
It was very very annoying.

And now it got me banned...
Yay.

=_=

 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.

Finally got this on the 31st. Whatever.

I think my problem is I explicitly stated I don't give a damn about maple points, since the NX I had stolen I was going to spend on Mabinogi.

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