2012-07-19, 06:20 PM
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.
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.