The final word on hacker support is in, and the answer is no

[phulshof]

Well, I just received the final word from morningdew on the request for policy change regarding help with hacked characters, and unfortunately the CEO has decided that the answer is no. They received over 200 claims in the past month, and they investigated 25 random claims. All 25 claims turned out to be false, so they decided that employees could spend their time in better ways than investigating hacked claims. I wish to give my sincere thanks to morningdew for trying to help us out, and my insincere thanks to all the *&@#$@#$ that filed a false claim, and ruined our chances of proper customer support.

[mKaaru]

everybody knows that Joymax` customer service for international Silkroad Online is one of the worst in the MMO gaming industry. even if they try their best behind the scenes to improve their services its still the worst around

[Alfred]

hackers ftl

sorry to hear phulsof

[Dempster]

I have to agree with morningdrew though, how many people have you seen claim they were "hacked" while attempting to sell their character, while trying to have someone else charge silk... the list goes on and on, to be honest I haven't witnessed a single legit "hacked" character on oasis =P

[LuV3r8o1]

Although I do agree with the decision to not investigate "hacked" accts if 25/200 were false, I want to see what and how they declare "false". Especially the how part.

[phulshof]

No, they randomly selected 25 out of those 200+, and 25/25 turned out to be false. I too wouldn't mind knowing how they determined false, but I can well understand their decision following such results.

[zphantom]

Although I do agree with the decision to not investigate "hacked" accts if 25/200 were false, I want to see what and how they declare "false". Especially the how part.

How indeed.

And phulshof was never even one of those investigaed after bringing all the attention to his cause..

[Crumpets]

Lol the investigated just over 10% to form an opinion? What a bunch of amateurs. Korean policy's must be oh so much different to what I have come to expect from a multi-million making company.

[Shockertwin]

How about this for an answer on how?

Chat logs
Login logs
IP logs
recent activity logs
item transfer log

MOST ofthe time, people claim to be hacked for the following reasons:

Their account was banned
They fell for a scam and lost items
They never had good items and want better ones

By bets are it would take about 15 minutes to investigate each claim. A few simple database queries would give you the wanted information.

If the person logged in from two completely different countries (Or all the way across the country). then they MAY have been hacked.

If the person did TRADE away their item, instead of being hacked as claimed, then it is a false claim. These players will often just drop everythign else. If this trade occured from a wierd IP, then it might be legit.

If the person is jealous, they might just drop all their stuff and claim to have been hacked.


Its easily traceable, and i personally approve of the decision Joymax has made here. Thanks Joymax.

[Stallowned]

How about this for an answer on how?

Chat logs
Login logs
IP logs
recent activity logs
item transfer log

MOST ofthe time, people claim to be hacked for the following reasons:

Their account was banned
They fell for a scam and lost items
They never had good items and want better ones

By bets are it would take about 15 minutes to investigate each claim. A few simple database queries would give you the wanted information.

If the person logged in from two completely different countries (Or all the way across the country). then they MAY have been hacked.

If the person did TRADE away their item, instead of being hacked as claimed, then it is a false claim. These players will often just drop everythign else. If this trade occured from a wierd IP, then it might be legit.

If the person is jealous, they might just drop all their stuff and claim to have been hacked.


Its easily traceable, and i personally approve of the decision Joymax has made here. Thanks Joymax.

I read your post several times, and I really don't know what point you're trying to make....

[hellsharpt]

pshulolf had alot of detail on his account. Yes he made his info to easy to get, he's admitted to his poor judgement.

However other gaming companies, no matter how stupid you were, get your character and stuff back.

A sad day in SRO history indeed.

[Stallowned]

pshulolf had alot of detail on his account. Yes he made his info to easy to get, he's admitted to his poor judgement.

However other gaming companies, no matter how stupid you were, get your character and stuff back.

A sad day in SRO history indeed.

Agreed.
The judgement shouldn't be on how or why you got hacked, but that you got hacked.

[Progress]

When "hacking" in this game usually consists of the dumbass player giving some other not so dumb player their login and password because they think they gonna get silk, it is not surprising that joymax dont care.

[Aaron777]

=[,my friend on Oasis really did get hacked...twice ;-(, it sucks that he had to restart and remake money 3 times

[Sharp324]

pshulolf had alot of detail on his account. Yes he made his info to easy to get, he's admitted to his poor judgement.

However other gaming companies, no matter how stupid you were, get your character and stuff back.

A sad day in SRO history indeed.

Agreed.
The judgement shouldn't be on how or why you got hacked, but that you got hacked.

still its not hacked if you give someone your login info

[[SD]Master_Wong]

i know but my claim was true which is weird

[Stallowned]

Hacked, stolen, tricked.. does it really matter in the end?
The bottom line is someone's accont is stolen.

[ZeFrog]

Bravo to JM. Maybe now that all these bogus claims people have been making and screaming about the past year and requesting JM use its limited resources to remedy them (ie, give them free sh*t/correct their own gullibility/stupidity/idiocy/greed/lust for power/etc) have been given the heave-ho, maybe JM can start focusing on more important things.

[ghostslave]

Account recovery is usually no more then getting the Username password and Secret code back to the original owner.

I have seen many other mmos be very skectical on recovering accoutns for more then that.

Getting your items back, or restoring anything back to right before you were hacked is very rare.

All they do is check your login stats (IP, times etc) and then check your chat logs.

Then put 2 and 2 together. If they can confrim from the facts and your cry for help that you are the owner then they give ur login info back and reset it.

Your items in game, ur character stars whatever would stay the same.

In a Silk case you may be reimbursed for Silk but thats it.

SRO since it is free and has many accounts at least 5 per an ip would have trouble doing this, since they would have to check claims true or false everyday.

So instead they will focus on making more secure accounts and a in game gameplay so it happens less and focus on in game support to make sure it dosent happen.

This support seems fine with me, I just hope they are active enough to be on when an incident occurs.

[XuChu]

They received over 200 claims in the past month, and they investigated 25 random claims. All 25 claims turned out to be false, so they decided that employees could spend their time in better ways than investigating hacked claims.

lol doubt jm actually prooved the false claims.
better ways spend time? lol

[phulshof]

I did not give anyone my name and password, but since I used my real name and email address, the rest was a matter of SRO site helpfulness and a couple of Google actions to fill in the blanks. I did not ask for my items back; I just wanted access to my character again, since the thief changed both password and email address. With the ton of information I sent them, it would have been easy to check my claim, but after their random check of 25 claims I can imagine the CEO deciding that there are better ways for his employees to be spending their time.