Support group messing up beyond all recognition - Guild Wars Guru archive powered by Guild Wars Legacy

jonnieboi05

Forge Runner

Join Date: Mar 2006

Mableton, Georgia

Guild Ancestors Reunited [?????????]

13 Jan 2010 at 01:19 - 41

Quote:

Originally Posted by roadrunner meep meep

how can i screen shot something that wasnt ingame. as well ive sent several emails reguarding the issue forwarded them to gaile done all i can just need to wait and see.

Press print screen (prt scr), open up MSPaint and press Ctrl+V (paste).

Regina Buenaobra

ArenaNet

Join Date: Apr 2008

Me/

13 Jan 2010 at 01:32 - 42

Our team members have already investigated this situation and resolved it swiftly. This was an isolated event, and the result of human error. A staff member mistakenly provided incorrect account information, however as soon as it happened, the staff member immediately reset the account credentials again so it voided the info that had originally been sent out. Basically, there was no risk of unauthorized access to the player's account.

We apologize for the incident (and for the worry arising from it). Our team members are aware of the need for care when working with tickets. Our staff knows to take care to act in a way that removes the possibility of harm to an account in the unlikely event that this type of situation comes up again.

Miscreant_Moon

Ascalonian Squire

Join Date: Jul 2009

Somewhere in Ascalon

Me/E

13 Jan 2010 at 01:37 - 43

Can you tell us procedure, for our own assurance, as to what you do in an incident such as this?

Was the person's who account information that was compromised sent an email informing them?
Did you give this person, who's GW email and NCSoft master account name is now out there, the option to change their information? We've all been told it can't be done.

I'm just curious as to what protection you are now offering the person who's account was compromised, since their login information was given by an NCSoft support team member.

Fay Vert

Desert Nomad

Join Date: Apr 2006

R/

13 Jan 2010 at 01:51 - 44

Quote:

Originally Posted by Regina Buenaobra

Our team members have already investigated this situation and resolved it swiftly. This was an isolated event, and the result of human error. A staff member mistakenly provided incorrect account information, however as soon as it happened, the staff member immediately reset the account credentials again so it voided the info that had originally been sent out. Basically, there was no risk of unauthorized access to the player's account.

As for immediate, I wonder if OP can confirm the time delay between the two emails? If they were only seconds apart then it would support this statement.

However, as for isolated, didn't post 11 in this thread report the same problem?

Miscreant_Moon

Ascalonian Squire

Join Date: Jul 2009

Somewhere in Ascalon

Me/E

13 Jan 2010 at 02:27 - 45

I would just like to know what assurance we have that if our account information is given out, because of a mistake, that we would be notified and given the ability to change our login information. Seems to me that NCSoft support didn't contact the person who's account information was given out. That the OP of this thread did so on their behalf. I could be wrong though. I would also like to know that if a mistake like this happens I can change my login info.

Mistakes happen, and that's fine. But there's accountability on the part of the company that needs to be addressed. Notifications should be made and the ability to change our login info, as players have been begging for quite some time for, should be able to be changed.

roadrunner meep meep

Academy Page

Join Date: Dec 2009

None

W/E

13 Jan 2010 at 02:59 - 46

Im still unable to access my account so the person who had the info sent to him has been delt with and i spoke to him on MSN he is able to get on his account... So yeah his issue has been delt with.. Me on the other hand still unable to get on GW ><

pumpkin pie

Furnace Stoker

Join Date: Jul 2006

behind you

bumble bee

E/

13 Jan 2010 at 03:32 - 47

Quote:

Originally Posted by JR

Were I in your shoes, I would probably get in touch with those people whose account information you were sent, and make sure they are aware of the issue and have since changed their information.

They should be notified that their account was, for a while, completely compromised.

Compromised by NCSoft HAHAHAHAHAHAHA

Do a better job or quit!

Quote:

Originally Posted by Miscreant_Moon

I would just like to know what assurance we have that if our account information is given out, because of a mistake, that we would be notified and given the ability to change our login information. Seems to me that NCSoft support didn't contact the person who's account information was given out. That the OP of this thread did so on their behalf. I could be wrong though. I would also like to know that if a mistake like this happens I can change my login info.

Mistakes happen, and that's fine. But there's accountability on the part of the company that needs to be addressed. Notifications should be made and the ability to change our login info, as players have been begging for quite some time for, should be able to be changed.

No! its not A mistake, its MULTIPLE mistakeSSSSS, and that is not fine at all. especially during this time when there's report of vulnerability and hacking incidents happening by the minutes!

Quote:

Originally Posted by Regina Buenaobra

Our team members have already investigated this situation and resolved it swiftly. This was an isolated event, and the result of human error. A staff member mistakenly provided incorrect account information, however as soon as it happened, the staff member immediately reset the account credentials again so it voided the info that had originally been sent out. Basically, there was no risk of unauthorized access to the player's account.

We apologize for the incident (and for the worry arising from it). Our team members are aware of the need for care when working with tickets. Our staff knows to take care to act in a way that removes the possibility of harm to an account in the unlikely event that this type of situation comes up again.

What happens if OP (sorry OP, i am not saying you are, just making a hypothesis scenario) was a hacker trying to get other players information, and Bingo!

How was there no risk when your party would send someone another person's login information? Sure you corrected it because OP was honest and annoyed and reported it, but is this to be allow? How do you assured us that it won't happen again?

greenthumb

Frost Gate Guardian

Join Date: Oct 2006

13 Jan 2010 at 08:06 - 48

Quote:

Originally Posted by roadrunner meep meep

Im still unable to access my account so the person who had the info sent to him has been delt with and i spoke to him on MSN he is able to get on his account... So yeah his issue has been delt with.. Me on the other hand still unable to get on GW ><

Did you, and if so what time exactly did you, receive notice from NCsoft on this issue with your account? Given that it was allegedly immediately realized and addressed by NCsoft, it would be interesting to know whether you were immediately notified of the issue directly by NCsoft.

Reborn007

Ascalonian Squire

Join Date: Dec 2008

Nottingham, UK

Halo Combat Evolved [SS]

W/

13 Jan 2010 at 09:25 - 49

Here's the thing, although I have a bee in my bonnet also about how my account was hacked. At least NCsoft were honest in this matter in admitting it was HUMAN error and didnt blame it on technology or some other way (RMT's). It is concerning that this can happen and lets hope that it is a rare occurance. But I also think the main point that can be brought out is that they can change players log in detail but only when they want to. This option should be made available to all players that have had their accounts hacked and only those that have been hacked. this because the hacked will have the details of the account log in and having accessed the account would know character names (so the present updated security measure is null and void for those who have been hacked). people will say that they only ravage the account for gold and items and dont bother with character names but all it takes is a screenshot, then paste log in details and then save it to a folder so they have a way of checking previous accounts. If an hacker can take the time to crack your password they are gonna take the time to remember what account they have hacked.
Like I have said, the option to change log in details should only be allowed/given to players that have been hacked, they then have the chance to at least be a bit more secure in the future.

Fates

Wilds Pathfinder

Join Date: Jul 2005

Kanuckistan

Mirror of Reason [SNOW]

R/

13 Jan 2010 at 14:33 - 50

Quote:

Originally Posted by Regina Buenaobra

Our team members have already investigated this situation and resolved it swiftly. This was an isolated event, and the result of human error. A staff member mistakenly provided incorrect account information, however as soon as it happened, the staff member immediately reset the account credentials again so it voided the info that had originally been sent out. Basically, there was no risk of unauthorized access to the player's account.

We apologize for the incident (and for the worry arising from it). Our team members are aware of the need for care when working with tickets. Our staff knows to take care to act in a way that removes the possibility of harm to an account in the unlikely event that this type of situation comes up again.

So what kind of controls have been put in place to ensure this kind of thing doesn't happen again?

If the answer is "well, we told them to be careful," it will happen again, and that's unacceptable. You (meaning A-net) do realize this account security crap is extremely important dont you? You do want people to buy GW2 dont you?

Tullzinski

Jungle Guide

Join Date: Mar 2006

Trying to stay out of Ryuk's Death Note

N/R

13 Jan 2010 at 16:20 - 51

When a "Control for Human Error" is created, ANET can get out of the gaming business and make freaking trillions.

Seriously...controls for human errors, really? Having worked on Naval Warships and despite every control concieved and implemented, years of training and experience, over the entire history of the Navy could not stop Human Error. Good luck with that ANET, hope you can succeed where the rest of the world has failed.

In the meantime they can reduce the human errors by installing electro-shock keyboards in the support offices and right before a human error occurs they get 220 volts pumped into them.

removed picture....

Gun Pierson

Forge Runner

Join Date: Feb 2006

Belgium

PIMP

Mo/

13 Jan 2010 at 17:35 - 52

Quote:

Originally Posted by Jeremiah of Lanvin

I had the same pw for four years...then I changed it because of the red text and 3 hours later I was hacked...

Happened to a friend of mine too. She had read the red warning text and changed her password. A couple hours later she was hacked, but got her account back after going through support.

I've been telling my friends to stay away from support and to not change the password.

Imo, Anet should just remove the red text until problems with NCSoft get solved.

Reborn007

Ascalonian Squire

Join Date: Dec 2008

Nottingham, UK

Halo Combat Evolved [SS]

W/

13 Jan 2010 at 19:35 - 53

Only problem is that NcSoft are denying that they are at fault or are the cause of so many players accounts being hacked. Being a business concern, they will never admit to liability, as it would open the floodgates for claims. Anet will not go back to old system where you had to actually clicked links to change log in details or passwords because they dont want people selling accounts, as it goes against the EULA rules. And before anyone goes on to say that you cant claim because of items being of virtual value, take heed because there has been several successful court actions regarding virtual items and characters.

roadrunner meep meep

Academy Page

Join Date: Dec 2009

None

W/E

13 Jan 2010 at 23:47 - 54

Quote:

Originally Posted by greenthumb

Did you, and if so what time exactly did you, receive notice from NCsoft on this issue with your account? Given that it was allegedly immediately realized and addressed by NCsoft, it would be interesting to know whether you were immediately notified of the issue directly by NCsoft.

I got an email from the OP 6hours b4 i knew anything(while at work) so i checked it, and immediatly sent in a ticket which was followed by a response saying yes infact my info was sent but was immediatly changed again. Im still unable to play, But ive contacted gaile and all others possible so it should be settled in a few days. NCsoft never notified me at all untill i made that ticket so if it wasnt for the OP forwarding me that email he got I would still probaly not have known what is wrong. and ive reset my password a few times now and still nothing to my email adress so idk if its going some where else still or what or there is some sorta mix up once again with the Support team im sure it will get handled just may take some time ><

greenthumb

Frost Gate Guardian

Join Date: Oct 2006

14 Jan 2010 at 00:15 - 55

Quote:

Originally Posted by roadrunner meep meep

I got an email from the OP 6hours b4 i knew anything(while at work) so i checked it, and immediatly sent in a ticket which was followed by a response saying yes infact my info was sent but was immediatly changed again. Im still unable to play, But ive contacted gaile and all others possible so it should be settled in a few days. NCsoft never notified me at all untill i made that ticket so if it wasnt for the OP forwarding me that email he got I would still probaly not have known what is wrong. and ive reset my password a few times now and still nothing to my email adress so idk if its going some where else still or what or there is some sorta mix up once again with the Support team im sure it will get handled just may take some time ><

Thanks for the follow-up on this. If you stay on top of them (and make threats if necessary given their role in the security breach), I imagine they should promptly sort this out for you.

Given the lack of notice on the part of NCsoft provided to you, I'm skeptical of the way events transpired as conveyed by the ANet community manager. I imagine she's accurately stating what was communicated to her, but I wonder what the actual events are at the NCsoft end. I doubt she's necessarily privy to what transpired. NCsoft doesn't seem on top of things as much as ANet is, but NCsoft seems to be the party with the responsibility for directly managing support and NCsoft master account. Maybe NCsoft lacks sufficient qualified resources, etc.,...I have no idea.

On this incident, I would think ANet/NCsoft lose "credibility points" which may call into question other facts previously communicated to the player base based on what NCsoft may have relayed to ANet. I admire ANet, and I think the individuals on the ANet side are incredible in working with their community, but if they haven't yet, they should start being skeptical of some of the facts and partial facts being communicated from the corporate parent.

Zodiac Meteor

Imma Firin Mah Rojway!

Join Date: Aug 2008

At the Mac Store laughing at people that walk out with anything.

E/Mo

14 Jan 2010 at 04:48 - 56

This is why ArenaNet should break from NCSoft. Long updates are another thing, but this takes it to a dangerous new level!

Cacheelma

Desert Nomad

Join Date: Jun 2005

The Ascalon Union

Me/Mo

14 Jan 2010 at 06:07 - 57

Quote:

Originally Posted by Zodiac Meteor

This is why ArenaNet should break from NCSoft. Long updates are another thing, but this takes it to a dangerous new level!

By "break" you mean buy themselves out of NCSoft, right?

As if the current milking scheme wasn't bad enough...

II Lucky Charm II

Frost Gate Guardian

Join Date: Jun 2006

Seoul, Korea

Mo/Me

14 Jan 2010 at 08:37 - 58

Quote:

Originally Posted by Regina Buenaobra

We apologize for the incident (and for the worry arising from it). Our team members are aware of the need for care when working with tickets. Our staff knows to take care to act in a way that removes the possibility of harm to an account in the unlikely event that this type of situation comes up again.

You don't have to apologize on behalf of your co-workers. You're working more than needed to cover someone, who can't do their own work right.

A better solution:

Fire all of your current employees and hire more qualified people for the job, preferably people with a college degree. This should stop the ongoing "mistakes" and save us the trouble of contacting Support and save YOU the trouble of covering the team's mistakes. This world is amazing isn't it? Those who can work are paying for those who can't work. In a sense, we're paying the people at Anet to do something incorrectly. What an embarrassment to the company!

PS:
http://www.guildwars.com/support/leg...acy-policy.php

YunSooJin

Pyromaniac

Join Date: Aug 2005

Mo/W

14 Jan 2010 at 08:55 - 59

Quote:

Originally Posted by II Lucky Charm II

You don't have to apologize on behalf of your co-workers. You're working more than needed to cover someone, who can't do their own work right.

A better solution:

Fire all of your current employees and hire more qualified people for the job, preferably people with a college degree. This should stop the ongoing "mistakes" and save us the trouble of contacting Support and save YOU the trouble of covering the team's mistakes. This world is amazing isn't it? Those who can work are paying for those who can't work. In a sense, we're paying the people at Anet to do something incorrectly. What an embarrassment to the company!

they have college degrees. your sarcasm would be funny if it was .. funny

/wrist

Bob Slydell

Forge Runner

Join Date: Jan 2007

14 Jan 2010 at 08:58 - 60

Quote:

Originally Posted by YunSooJin

they have college degrees

That apparently dosen't mean shit in NCSoft.

II Lucky Charm II

Frost Gate Guardian

Join Date: Jun 2006

Seoul, Korea

Mo/Me

14 Jan 2010 at 09:10 - 61

Quote:

Originally Posted by YunSooJin

they have college degrees. your sarcasm would be funny if it was .. funny

/wrist

I'm sure anyone can get a college degree nowadays. You only need to perform at a satisfactory level (2.0 - 3.0 GPA on a 5.0 GPA scale, which is pretty damn low). More talented people are better off working for Blizzard. Maybe that's why World of Warcraft has more players than Guild Wars even though it's pay-to-play.

By the way, I assumed that they don't have college degrees because it took their programmers and support team a whole 1 month to fix a bug that is so simple. I even took the trouble of explaining the bug in a step-by-step guide (it was so simple that a caveman can do it) to carry out the bug. Now, anyone with a college degree would have solve the problem immediately without further responses from me.

The Guild Wars team should get their acts together and stop embarrassing the company. When you lose the customers' trust, it's pretty damn hard to gain it back.

Here's a an interesting quote:
"Look back over the past, with its changing empires that rose and fell, and you can foresee the future, too." - Marcus Aurelius

Shasgaliel

Jungle Guide

Join Date: Apr 2008

[bomb]

14 Jan 2010 at 09:23 - 62

The level of the support group is adequate to the level of support inquiries in my opinion.... You know you do not need university professor to deal with 13 year olds, actually another teenager would communicate much better with them and so it goes....

II Lucky Charm II

Frost Gate Guardian

Join Date: Jun 2006

Seoul, Korea

Mo/Me

14 Jan 2010 at 09:33 - 63

Quote:

Originally Posted by Shasgaliel

You know you do not need university professor to deal with 13 year olds, actually another teenager would communicate much better with them and so it goes....

Having a university professor doing the Guild Wars' support work would be a misuse of labor. This is why communist countries are worse off compare to democratic countries. Back to OP's issue, a teenager will more likely to make mistakes like the one mentioned in the OP's post. A well-educated adult is fit for the job.

Shasgaliel

Jungle Guide

Join Date: Apr 2008

[bomb]

14 Jan 2010 at 09:48 - 64

You know that several of the educated emigrants from communist countries actually do this kind of work in so called democratic countries? There is joke coming from communist country: What says maths professor to physics professor? Hamburger and fries please....

I think they need more common sense not really and education....

karlik

Banned

Join Date: Sep 2009

14 Jan 2010 at 11:36 - 65

In all honesty I doubt support people we talk to have a degree. I did tech support for a very large software company (I can say with all certainty that everyone here has at least of their programs). I started in '95 and worked there 7 years. Nobody in the first or second tier of support had a degree. In fact, the company originally referred to us as "support engineers" but a group of real engineers hired a lawyer and made 'em stop.

Now when you call 'em for help you get some guy in India.

JR

Re:tired

Join Date: Nov 2005

W/

14 Jan 2010 at 11:49 - 66

The issue has now been dealt with, so it's time to close this down.