Sad attempt at reconciliation

I checked my e-mail today, to notice that my BBB ticket I wrote during the hacking crisis months ago that supposedly was closed generated activity.This was pretty much after Nexon pretended that the hackings were our fault and we were all socially engineered.

After checking it, I saw that Nexon pasted this response into my ticket after my last response on February 2. This is their response.

Company's Final Response

Company's Final Response - Posted 03/31/2010
If you still have an issue with your account you are urged to submit a ticket in our newly revamped ticketing system. Please make sure when opening your ticket that it is filed under the category and subcategory that most closely fits your issue. You should also give as much information as possible describing your issue, like lost items, coin and deleted characters.

I'm curious to see if anyone else had their tickets responded to recently, and if it's following this copied template. I don't trust Nexon's attempt at sincerity at all, and I have a feeling this is part of their "feel-good" campaign to try to bump up their BBB rating.

My Hunter acc that got hacked back in January is a "Work In Progress" and was last updated on 2/11/2010. My ban for the chaos debacle still hasnt been addressed.

My Hunter acc that got hacked back in January is a "Work In Progress" and was last updated on 2/11/2010. My ban for the chaos debacle still hasnt been addressed.

Is this a BBB ticket, or Nexon's beyond flawed ticketing system that you are referencing? I'm looking to see if anyone got a response to their BBB tickets recently.

Oh, I was referring to Nexon. My bad.

My bbb ticket was closed due to it being submitted under a different email than the account in question. My initial hacking ticket through the support site was closed with a "we'll look into it" and then wiped away when they changed over to the new ticketing system. I have since opened a new ticket using the new system, which has been Open for quite some time. All in all the response has left much to be desired.

I've had a ticket open with Nexon for 3 weeks now and no response, Nexon responded to BBB telling me to log a ticket. I responded with the ticket number. Still waiting on outcome.

Said it in another thread, but their ticketing system is the same shit. Adding a few features and cleaning up the interface doesn't solve the poor customer service.

Same shit thrown into a nicer looking toilet.

New and improved ticket system indeed! It's slower then ever before (by human response). I still have a ticket opened since 2/28/2010 6:33 PM PDT.

BBB responses and rebuttal:

 Spoiler

Company's Response
Company's Initial Response - Posted 03/25/2010
Hello, I'm sorry to see that you felt you needed to bring this issue to the BBB. Please remember that Nexon America does not provide customer support through third party systems like the BBB. Please be sure to submit a ticket through the ticketing system and in your ticket explain your issue and give as much detail as possible. Also please remember that Nexon America has nothing to do with the security of your email provider. You should keep your information safe and secure. This was posted to the MapleStory website not to long ago... http://maplestory.nexon.net/WZ.ASPX?PART...ntNo=006Jm You should use this information for not only your Nexon account passwords but for all of your internet passwords. Thank you, Nexon Support
Initial Response Summary
Nexon America does not provide customer support through third party systems like the BBB.



Consumer's Rebuttal
Consumer's Rebuttal - Posted 03/29/2010
Since my account got hacked, I was unable to submit a ticket through the infected account. I had to create another account to submit a ticket, which I opened on 03/11/10 and has still not been responded to. This ticket number is <removed>. As far as my e-mail account, I have already contacted Microsoft and am dealing with that issue separately. I contacted the BBB because, as you can see by the date my ticket was opened, this was the fastest way I could get in touch with Nexon. If there is any more information I can provide to determine the authenticity of my claim, let me know. Please respond to this issue promptly so that it will not be necessary for me to involve law enforcement. Thank you.



Company's Final Response
Company's Final Response - Posted 03/31/2010
Hello, I'm sorry but I am not able to provide you with customer support through this system. Unfortunately, you will need to wait until your ticket can be answered by the agents. Your patience is appreciated. Thank you, Nexon Support

Nexon ticket:
Date Created: 3/11/2010 2:48 PM PDT
Status: Open

hurrrrrrrrrr.

I quit reading at "revamped ticketing system."

Revamp your company's give-a-fuck section then I'll start listening, dumbasses.

I got a 'Final Response' from Nexon in regards to my email change BBB complaint. Nexon replied something about there being a way to officially request email changes via their support website now. Looks like they're just going over all the unfinished BBB tickets to 'end' them.

Company's Response

Company's Initial Response - Posted 03/25/2010
Hello, I'm sorry to see that you felt you needed to bring this issue to the BBB. Please remember that Nexon America does not provide customer support through third party systems like the BBB. If you have an open ticket in the ticketing system you should be patient or if you wish you can add a comment with more information regarding your issue. If you have not logged a ticket into the newly revamped ticketing system you are urged to do so but please make sure you have your ticket filed under the correct category and subcategory. Thank you, Nexon Support
Initial Response Summary
Nexon America does not provide customer support through third party systems like the BBB.



Consumer's Rebuttal

Consumer's Rebuttal - Posted 03/29/2010
I see you have failed to read my initial complaint stating that you, Nexon America, has poor customer service and that I will shortly receive a response advising me to log a ticket. Had I had luck logging a ticket, I wouldn't have made this claim. Regardless whether my ticket was relevant to the subject at hand, your company still lacks costumer service and supports bad business ethics and deserves a complaint to the BBB.



Company's Final Response

Company's Final Response - Posted 03/31/2010
Hello, Your complaint was read and understood however I wonder if the same is true for the given response. Nexon America cannot provide customer support through third party systems like the BBB. By coming to the BBB you are looking for another path to of customer support. It is understandable that you are looking for a resolution to the issue you are dealing with but, unfortunately, I cannot offer you that support through this system. Please refer to the ticketing system. Also, posted to the Nexon website is this message to the players: http://www.nexon.net/News/View.aspx?boar...ntNo=006QJ Thank you, Nexon Support


OMG I THINK A REAL PERSON RESPONDED TO MINE

Company's Final Response
Company's Final Response - Posted 03/31/2010
Hello, I'm sorry but I am not able to provide you with customer support through this system. Unfortunately, you will need to wait until your ticket can be answered by the agents. Your patience is appreciated. Thank you, Nexon Support

company's final response - posted 03/31/2010
hello, your complaint was read and understood however i wonder if the same is true for the given response. Nexon america cannot provide customer support through third party systems like the bbb. By coming to the bbb you are looking for another path to of customer support. It is understandable that you are looking for a resolution to the issue you are dealing with but, unfortunately, i cannot offer you that support through this system. Please refer to the ticketing system. Also, posted to the nexon website is this message to the players: http://www.nexon.net/news/view.aspx?boar...ntno=006qj thank you, nexon support

OH SH'IT THEY TOLD YoU

OH SH'IT THEY TOLD YoU

My complain was that I could not send a ticket (at the time), and how they have poor customer service. Also, that they would reply with a message such as


"Hello, I'm sorry to see that you felt you needed to bring this issue to the BBB. Please remember that Nexon America does not provide customer support through third party systems like the BBB. If you have an open ticket in the ticketing system you should be patient or if you wish you can add a comment with more information regarding your issue. If you have not logged a ticket into the newly revamped ticketing system you are urged to do so but please make sure you have your ticket filed under the correct category and subcategory. Thank you, Nexon Support
Initial Response Summary

Nexon America does not provide customer support through third party systems like the BBB"

As you can clearly see, they responded exactly like I said they would, hence my rebuttal. I didn't really undesrtand what they are trying to say, that I should log a ticket?...I COULDN'T, but it seems like they missed that part.

My complain was that I could not send a ticket (at the time), and how they have poor customer service. Also, that they would reply with a message such as


"Hello, I'm sorry to see that you felt you needed to bring this issue to the BBB. Please remember that Nexon America does not provide customer support through third party systems like the BBB. If you have an open ticket in the ticketing system you should be patient or if you wish you can add a comment with more information regarding your issue. If you have not logged a ticket into the newly revamped ticketing system you are urged to do so but please make sure you have your ticket filed under the correct category and subcategory. Thank you, Nexon Support
Initial Response Summary

Nexon America does not provide customer support through third party systems like the BBB"

As you can clearly see, they responded exactly like I said they would, hence my rebuttal. I didn't really undesrtand what they are trying to say, that I should log a ticket?...I COULDN'T, but it seems like they missed that part.

I completely agree with you - Nexon is a bunch of idiots. I was being sarcastic in my other post if you didn't recognize that, lol.

I completely agree with you - Nexon is a bunch of idiots. I was being sarcastic in my other post if you didn't recognize that, lol.

Oh, no I knew, I just thought I would throw that out. Maybe fuel the fire! It does make me sad that I can't reply to their final response =[...

I completely agree with you - Nexon is a bunch of idiots. I was being sarcastic in my other post if you didn't recognize that, lol.

Not to mention that that's a completely inappropriate response from any company.

Well, Nexon's rating went up to a B- from a C+, so their copy-pasta attempt is working for now. I have the breakdown of how the BBB ranks companies, but you have to wonder sometimes how much they are weighting individual customer complaints.

At least I can see that they are following a template with some flexibility, including the ability to show frustration, as is evident with Cynic's post.

Well, Nexon's rating went up to a B- from a C+, so their copy-pasta attempt is working for now. I have the breakdown of how the BBB ranks companies, but you have to wonder sometimes how much they are weighting individual customer complaints.

At least I can see that they are following a template with some flexibility, including the ability to show frustration, as is evident with Cynic's post.

I'm too lazy to look it up, but I recall reading that they don't count reviews after 6 months. Maybe in a year, Nexon will go back to being an A (assuming no one rates them with a 1 star). This is the main reason why there was a sudden increase in their grade quite a while back.