All questions about holding Nexon accountable will be buried in the hackings thread so I decided it would be better to have a separate topic solely for that purpose while victims can continue posting there.
Currently we know that Nexon isn't responding to tickets on this issue (or any other...) with due diligence and that is unacceptable. We all have an equal right to have our questions answered, especially in a time when fear is nearly unavoidable. So, if Nexon won't respond to us, the next step is to take it beyond them to the Better Business Bureau, a company that exists for exactly such situations. It's widely known that Nexon cares greatly about their BBB rating and will do whatever they can to stay in the green with them. This generally means solving problems or at least giving a straight-up response to them. Either would work at this point, and that should be our goal.
Nexon's negligence is a problem that affects all of us at some point, whether you know it or not. It comes in the form of unexplained down-times, glitched items or maps, or most recently, a string of unexplained hackings with no resolution or recourse for the victims.
As a company that readily asks for our money month after month, we are owed a sense of security. We are owed answers. And that is the purpose of this thread. Everyone can help, you don't need to be a victim. Everyone should help to prevent others from being victimized, both by hackers and by Nexon. Because every day, hour and minute that goes by without acknowledgment of an issue puts you at risk.
So below I will walk everyone through what they can do to make a difference. Please, please help. Today it's not you but who knows what they'll do tomorrow.
[SIZE="3"]Sending a complaint to the Better Business Bureau:[/SIZE]
First, you'll need to click this link to get to the BBB complaint page for Nexon.
You'll notice that it asks for personal information. Don't worry, it's secure there. It's meant to ensure that you're not logging multiple false tickets. So fill all of that in.
Next, click on complaint type and scroll down to customer service.
In the box below that, write a brief summary of the situation. Essentially you'll just highlight their inability to successfully resolve issues in a timely manner (if at all) and their dismissive attitude towards complaints via their forums and ticketing system. For anyone who has been hacked, mention that.
Next to that box is a space for a desired resolution. I think that we'd all like to see a more prompt response from Nexon overall concerning ALL issues, and perhaps a more formal and human ticket response system. Their current one often leaves me (and others, I'd presume) unimpressed and feeling a little ignored. Again, if you're a victim of hacking include COMPLETE compensation for your losses. There's not that much space but if you can fit it in there write increased security.
The box in the bottom left corner is where you'll write the bulk of your complaint. Unfortunately, there isn't a lot of room. So you'll want to highlight your negative experiences with the actual company including ignored tickets. Those of you who have been in escalated status for longer than two weeks need to make it clear that they haven't tried contacting you since escalating your status. Write it in your own words. If you need help getting your thoughts together, I'm available.
For anyone who has lost NX, write the cash value in the amount in dispute box.
The final box is just a description of Nexon. Write "Nexon America develops and hosts online computer games."
Model name, date of transaction and invoice model are all null, leave them empty. The date problem started box is mostly dependent on whether you're using a previous ticket for reference or are responding just out of a need for resolution. If you've got an open ticket or a ticket that was open for a while that wasn't acknowledged, include the date of that ticket. If you are just worried and are supporting the need for resolution, use the date January 01, 2010.
Now, the most important part. Re-read what you've written and ensure that it is concise and clear. Include only facts. Do not speculate or lie or you will invalidate your complaint and weaken this effort. And again, if anyone needs help I'm around.
I've already sent my ticket, for the record.
Please respond with any questions or comments regarding the issue at hand. Hopefully we can change something. If you do send a ticket please alert me either here or via private message just so I can sort of keep track of how much effort is being put into this. Also, feel free to post this on other forums where people are being effected. The more support this gets the more likely we are to see some action.
Thanks in advance for your help and... good luck.
Currently we know that Nexon isn't responding to tickets on this issue (or any other...) with due diligence and that is unacceptable. We all have an equal right to have our questions answered, especially in a time when fear is nearly unavoidable. So, if Nexon won't respond to us, the next step is to take it beyond them to the Better Business Bureau, a company that exists for exactly such situations. It's widely known that Nexon cares greatly about their BBB rating and will do whatever they can to stay in the green with them. This generally means solving problems or at least giving a straight-up response to them. Either would work at this point, and that should be our goal.
Nexon's negligence is a problem that affects all of us at some point, whether you know it or not. It comes in the form of unexplained down-times, glitched items or maps, or most recently, a string of unexplained hackings with no resolution or recourse for the victims.
As a company that readily asks for our money month after month, we are owed a sense of security. We are owed answers. And that is the purpose of this thread. Everyone can help, you don't need to be a victim. Everyone should help to prevent others from being victimized, both by hackers and by Nexon. Because every day, hour and minute that goes by without acknowledgment of an issue puts you at risk.
So below I will walk everyone through what they can do to make a difference. Please, please help. Today it's not you but who knows what they'll do tomorrow.
[SIZE="3"]Sending a complaint to the Better Business Bureau:[/SIZE]
First, you'll need to click this link to get to the BBB complaint page for Nexon.
You'll notice that it asks for personal information. Don't worry, it's secure there. It's meant to ensure that you're not logging multiple false tickets. So fill all of that in.
Next, click on complaint type and scroll down to customer service.
In the box below that, write a brief summary of the situation. Essentially you'll just highlight their inability to successfully resolve issues in a timely manner (if at all) and their dismissive attitude towards complaints via their forums and ticketing system. For anyone who has been hacked, mention that.
Next to that box is a space for a desired resolution. I think that we'd all like to see a more prompt response from Nexon overall concerning ALL issues, and perhaps a more formal and human ticket response system. Their current one often leaves me (and others, I'd presume) unimpressed and feeling a little ignored. Again, if you're a victim of hacking include COMPLETE compensation for your losses. There's not that much space but if you can fit it in there write increased security.
The box in the bottom left corner is where you'll write the bulk of your complaint. Unfortunately, there isn't a lot of room. So you'll want to highlight your negative experiences with the actual company including ignored tickets. Those of you who have been in escalated status for longer than two weeks need to make it clear that they haven't tried contacting you since escalating your status. Write it in your own words. If you need help getting your thoughts together, I'm available.
For anyone who has lost NX, write the cash value in the amount in dispute box.
The final box is just a description of Nexon. Write "Nexon America develops and hosts online computer games."
Model name, date of transaction and invoice model are all null, leave them empty. The date problem started box is mostly dependent on whether you're using a previous ticket for reference or are responding just out of a need for resolution. If you've got an open ticket or a ticket that was open for a while that wasn't acknowledged, include the date of that ticket. If you are just worried and are supporting the need for resolution, use the date January 01, 2010.
Now, the most important part. Re-read what you've written and ensure that it is concise and clear. Include only facts. Do not speculate or lie or you will invalidate your complaint and weaken this effort. And again, if anyone needs help I'm around.
I've already sent my ticket, for the record.
Please respond with any questions or comments regarding the issue at hand. Hopefully we can change something. If you do send a ticket please alert me either here or via private message just so I can sort of keep track of how much effort is being put into this. Also, feel free to post this on other forums where people are being effected. The more support this gets the more likely we are to see some action.
Thanks in advance for your help and... good luck.