I had an issue after they went f2p when I accessed my old account. I was able to play for a few days then one day tried to log in and got the account is banned because of possible third party access. I ran through their steps, ran anti-virus (which I use 2) and everything; my pc was clean which I figured it would be. Then I gave their support number a call and my account was unbanned within an hour.
I had an issue after they went f2p when I accessed my old account. I was able to play for a few days then one day tried to log in and got the account is banned because of possible third party access. I ran through their steps, ran anti-virus (which I use 2) and everything; my pc was clean which I figured it would be. Then I gave their support number a call and my account was unbanned within an hour.
YEs I have great experience with their support when things are clear. My problem is that sometimes their support is good but the "tools" you have to protect your account are not there.
Try to use Perfect World, Guild Wars, World of warcraft, Final Fantasy...
All those games have something to help you protect your privacy and account.
Perfect world -- on screeen keyboard for username and password - several warnings when you login
Guild Wars -- old information is acrhived so if someone change it support can know the original owner, to enter you have to use a "already created" character name, if you dont have it you have to call support and give them some info
World of warcraft and Final Fantasy (the best) -- hard tokens
I had problems with GW, WOW and LOTRO. My GW account was recovered, my wow account recovered two times and now, since I bought the token, I dont have more problems. Lotro account banned unfairly and with way to protect my account and my other lotro accounts..
but in order to change someone elses email that person has to have access to the account in the first place so if someone gets your username and password then the account is already compromized. Again that is on you not them. It is YOUR responsibility to protect your username and password. The only thing Turbine is responsible for is making sure that someone can't hack into their websites and databases to get the info, that's it.
I don't know what kind of proof you're providing to them but it's obviously not convincing them whatever it is.
Sorry Minsc but i cant really agree with you. You say this is ourresponsibility to protect our user an pass but since the clearly say in the EULA that the account dosnt belong to the customer but to them and they have the right to ban or whatever do anything with it, i think that this is their responsibility to protect the user and pass too and most important, give the customer good services.
They do protect the username and password ON THEIR SERVERS so that someone from the outside can't hack in and steal your username and password from Turbine directly. You can't expect them to ensure that every user's computer is completely secure, that is the users responsibilty only.
but in order to change someone elses email that person has to have access to the account in the first place so if someone gets your username and password then the account is already compromized. Again that is on you not them. It is YOUR responsibility to protect your username and password. The only thing Turbine is responsible for is making sure that someone can't hack into their websites and databases to get the info, that's it.
I don't know what kind of proof you're providing to them but it's obviously not convincing them whatever it is.
Sorry Minsc but i cant really agree with you. You say this is ourresponsibility to protect our user an pass but since the clearly say in the EULA that the account dosnt belong to the customer but to them and they have the right to ban or whatever do anything with it, i think that this is their responsibility to protect the user and pass too and most important, give the customer good services.
I have to add something more important. With the current way of doing things Turbine can ban every account they want. Actually they can ban every lifetimer account if they want to.The only thing they need to do is post in a forum "account for sale" and some "acccount info" and then 1.... 2... 3... they can ban your account
no warning ... nothing...
Every MMO in existance has the right to do this according to the EULA. This is not unique in any way to Turbine. They don't even need to post anything to make it look like you did something to deserve a ban, they could ban you because it's thursday if they wanted to. Of course if they started dong that then they would lose customers in droves.
I agree with you. Turbine is the only online company that is not doing anything to prevent accounts hacked and bans.
When someone changed my credit card I asked Turbine support and they told me that the credit card I was telling them. Their answer was "
We have reviewed this account in detail and do not see your name as a credit card holder or on the account at all. Unfortunately, we are unable to help you with this account. If there is any other account that we can assist you with, please respond to this email and we will be happy to assist you."
If you used a credit card with your name on it to pay your sub in the past they will have record of it. All you need to do is check the history of charges on the account and if one of them has your name on it then there should be no issue resolving the problem. If they don't have a CC with your name on it then there's something your not telling us. Alternately you could find a transaction number for the CC charge on your credit card statement and provide that to them to check. That also would be enough evidence for them to investigate the issue. If you have not provided them with any of this information then you have not provided the proof that they need to fix your problem.
Now they are saying that I was trying to sell my account, they dont have real evidence but I´ve learnt something. I can make any lotro account be banned or "unable to be banned" LOL You just have to post PUBLIC info into the forums saying that you want to sell the account and then buala... that account will be banned by turbine or thay are going to be unable to ban it for life (because they will not know if it is someone trying to ban lotro accounts LOL)
The worst part is that it is really easy to prevent these things. You dont know how frustrated I am about my account being stolen by Turbine
I had an issue after they went f2p when I accessed my old account. I was able to play for a few days then one day tried to log in and got the account is banned because of possible third party access. I ran through their steps, ran anti-virus (which I use 2) and everything; my pc was clean which I figured it would be. Then I gave their support number a call and my account was unbanned within an hour.
You should never run more than 1 anti-virus on your system as they may interfere with each other.
I received an email from Turbine this evening saying that my account has been banned for "potentially being accessed by a third-party". They aren't even sure if my account has been hacked, but that didn't prevent them from lowering the Ban Hammer.
I did everything that was in the email that they required to get my account unbanned, submitted the support ticket as required, and then was told that they would get back to me in 3 - 5 days. I've done nothing wrong and now I can't play on my account because they THINK my account was hacked. If I had a new account or there had been problems with my account in the past, I might could understand this knee-jerk reaction on their part. Might be able to. But, I was in the real beta, have been a paying subscriber since launch day, so to me this treatment is over the top on their part. Someone at Turnbine needs a remedial course in customer relations.
I'm going to sleep on this, but I'm pretty sure I'll cancel my account in the morning. When a company punishes honest, paying customers, they don't deerve to keep them as customers. In today's world, it's all about customer service, or the lack of it.
Ion
I understand why you are upset. However, my battle.net account in which I use to play Starcraft 2 was hacked and I wasn't even able to play the single player campaign for over two weeks. Granted, it's not a paid service, but I managed to get by without doing anything ridiculous. Go out and have a drink with some friends. Go see a football game. Take a girl out on a date. It's not the end of the world. If I were you, I'd try to get some credit towards the time you lost from them. But other than that, take this time as a blessing. Try doing some real world stuff.
All I'm saying is that there are worse things in the world than getting a service taken away for a couple days while they investigate a possible account compromise. They are trying to help you and you are threatening to stop paying and cancel your account, I sure hope some sleep changed your mind. It wouldn't make any sense to cancel your account when you obviously enjoy playing their game. Otherwise, you wouldn't be playing it. And on top of that, they are trying to help you.
Thanks to those who provided their pious advice. As someone who's livlihood has depended on providing good customer service for the bulk of his 62 years here on this earth, I refuse to accept the poor customer service provided by Turbine. Their heavy-handed treatment of their customers is completely unacceptable. They have completely forgotten who pays their salaries and keeps the servers running.
As for those who said my account was temporarily suspended, why does it say when I log into the game that my account is "Banned' and when I log into my account my account status is "Banned"? You need to know what you're talking about before you embaress yourself publicly.
To those who accused me of whing, I'm 62 years old and don't have time to whine. What I was doing was venting my frustration at being treated in such a high-handed fashion by Turbine. I have much better things to do with my time than whine.
So, as quick as Turbine was to wield the Ban Hammer, I was as quick to wield the Cancel Subscription button. Turbine just lost a subscriber who has been with them since launch. And it was because of the way they choose to treat their customers.
You are 62 years old and you cancel your account for a day of not being able to play. You've been playing since launch. What exactly have they done to you? They've contacted you that your account has potentially been compromised. Attempting to protect your account and find out exactly what happened. In this process, you have to wait a few days. And you cancel? Huh, I figured you'd be a little more level-headed and mature considering you are nearly 3x as old as me. I guess age doesn't change anything.
Banned..Suspended.. what does it matter? They are both the same thing as both can be lifted at any time and both prevent you from playing.
again...i posted previously about be banned until 2036 for something that was never explained to me; i only guessed at the reason. Customer service, both by phone and email, had no explanation but also did not "lift" it.
-------------------------- Electric football is 'old school' gaming.
I agree with you. Turbine is the only online company that is not doing anything to prevent accounts hacked and bans.
When someone changed my credit card I asked Turbine support and they told me that the credit card I was telling them. Their answer was "
We have reviewed this account in detail and do not see your name as a credit card holder or on the account at all. Unfortunately, we are unable to help you with this account. If there is any other account that we can assist you with, please respond to this email and we will be happy to assist you."
If you used a credit card with your name on it to pay your sub in the past they will have record of it. All you need to do is check the history of charges on the account and if one of them has your name on it then there should be no issue resolving the problem. If they don't have a CC with your name on it then there's something your not telling us. Alternately you could find a transaction number for the CC charge on your credit card statement and provide that to them to check. That also would be enough evidence for them to investigate the issue. If you have not provided them with any of this information then you have not provided the proof that they need to fix your problem.
Now they are saying that I was trying to sell my account, they dont have real evidence but I´ve learnt something. I can make any lotro account be banned or "unable to be banned" LOL You just have to post PUBLIC info into the forums saying that you want to sell the account and then buala... that account will be banned by turbine or thay are going to be unable to ban it for life (because they will not know if it is someone trying to ban lotro accounts LOL)
The worst part is that it is really easy to prevent these things. You dont know how frustrated I am about my account being stolen by Turbine
Just to clarify something, that time I resolved my problem because it was just a simple problem.
But I think that there are ways to IMPROVE and PREVENT these kind of issues and customer insatisfaction.
Example:
* clear warnings when u create an account (this can be done, this cannot be done)
* clear warnings about things that can make your account unusable
* tokens (man this is basic, everyone that works with VPNs knows that tokens are great)
* collect real evidence of ownership, who owns the account... how to prove ownership, how to prevent ownership changes, etc
We can discuss in a case by case but the real thing is that if you improve these things you can concentate your custommer support in other things
Thanks to those who provided their pious advice. As someone who's livlihood has depended on providing good customer service for the bulk of his 62 years here on this earth, I refuse to accept the poor customer service provided by Turbine. Their heavy-handed treatment of their customers is completely unacceptable. They have completely forgotten who pays their salaries and keeps the servers running.
As for those who said my account was temporarily suspended, why does it say when I log into the game that my account is "Banned' and when I log into my account my account status is "Banned"? You need to know what you're talking about before you embaress yourself publicly.
To those who accused me of whing, I'm 62 years old and don't have time to whine. What I was doing was venting my frustration at being treated in such a high-handed fashion by Turbine. I have much better things to do with my time than whine.
So, as quick as Turbine was to wield the Ban Hammer, I was as quick to wield the Cancel Subscription button. Turbine just lost a subscriber who has been with them since launch. And it was because of the way they choose to treat their customers.
Would you like some cheese to go with that "venting of frustration"?
I had an issue after they went f2p when I accessed my old account. I was able to play for a few days then one day tried to log in and got the account is banned because of possible third party access. I ran through their steps, ran anti-virus (which I use 2) and everything; my pc was clean which I figured it would be. Then I gave their support number a call and my account was unbanned within an hour.
You should never run more than 1 anti-virus on your system as they may interfere with each other.
Yes and no. Having two anti-virus programs both monitoring your PC in real time can interfere with each other. But doing 1 off scans with two different ant-virus causes no problems and actually can be beneficial.
Personally I run symantec enterprise (norton enterprise) for 24/7 monitoring and do once a week scans with kapersky and malwarebytes.
Call me paranoid but I haven't got a virus in years
I had an issue after they went f2p when I accessed my old account. I was able to play for a few days then one day tried to log in and got the account is banned because of possible third party access. I ran through their steps, ran anti-virus (which I use 2) and everything; my pc was clean which I figured it would be. Then I gave their support number a call and my account was unbanned within an hour.
You should never run more than 1 anti-virus on your system as they may interfere with each other.
Yes and no. Having two anti-virus programs both monitoring your PC in real time can interfere with each other. But doing 1 off scans with two different ant-virus causes no problems and actually can be beneficial.
Personally I run symantec enterprise (norton enterprise) for 24/7 monitoring and do once a week scans with kapersky and malwarebytes.
Call me paranoid but I haven't got a virus in years
Malwarebytes is one of the best programs there is. I use Norton and malwarebytes always finds atleast a couple things that the others don't find.
Comments
I had an issue after they went f2p when I accessed my old account. I was able to play for a few days then one day tried to log in and got the account is banned because of possible third party access. I ran through their steps, ran anti-virus (which I use 2) and everything; my pc was clean which I figured it would be. Then I gave their support number a call and my account was unbanned within an hour.
YEs I have great experience with their support when things are clear. My problem is that sometimes their support is good but the "tools" you have to protect your account are not there.
Try to use Perfect World, Guild Wars, World of warcraft, Final Fantasy...
All those games have something to help you protect your privacy and account.
Perfect world -- on screeen keyboard for username and password - several warnings when you login
Guild Wars -- old information is acrhived so if someone change it support can know the original owner, to enter you have to use a "already created" character name, if you dont have it you have to call support and give them some info
World of warcraft and Final Fantasy (the best) -- hard tokens
I had problems with GW, WOW and LOTRO. My GW account was recovered, my wow account recovered two times and now, since I bought the token, I dont have more problems. Lotro account banned unfairly and with way to protect my account and my other lotro accounts..
They do protect the username and password ON THEIR SERVERS so that someone from the outside can't hack in and steal your username and password from Turbine directly. You can't expect them to ensure that every user's computer is completely secure, that is the users responsibilty only.
Every MMO in existance has the right to do this according to the EULA. This is not unique in any way to Turbine. They don't even need to post anything to make it look like you did something to deserve a ban, they could ban you because it's thursday if they wanted to. Of course if they started dong that then they would lose customers in droves.
You should never run more than 1 anti-virus on your system as they may interfere with each other.
I understand why you are upset. However, my battle.net account in which I use to play Starcraft 2 was hacked and I wasn't even able to play the single player campaign for over two weeks. Granted, it's not a paid service, but I managed to get by without doing anything ridiculous. Go out and have a drink with some friends. Go see a football game. Take a girl out on a date. It's not the end of the world. If I were you, I'd try to get some credit towards the time you lost from them. But other than that, take this time as a blessing. Try doing some real world stuff.
All I'm saying is that there are worse things in the world than getting a service taken away for a couple days while they investigate a possible account compromise. They are trying to help you and you are threatening to stop paying and cancel your account, I sure hope some sleep changed your mind. It wouldn't make any sense to cancel your account when you obviously enjoy playing their game. Otherwise, you wouldn't be playing it. And on top of that, they are trying to help you.
You are 62 years old and you cancel your account for a day of not being able to play. You've been playing since launch. What exactly have they done to you? They've contacted you that your account has potentially been compromised. Attempting to protect your account and find out exactly what happened. In this process, you have to wait a few days. And you cancel? Huh, I figured you'd be a little more level-headed and mature considering you are nearly 3x as old as me. I guess age doesn't change anything.
Banned..Suspended.. what does it matter? They are both the same thing as both can be lifted at any time and both prevent you from playing.
both cannot be lifted at anytime.
again...i posted previously about be banned until 2036 for something that was never explained to me; i only guessed at the reason. Customer service, both by phone and email, had no explanation but also did not "lift" it.
--------------------------
Electric football is 'old school' gaming.
Turbine has been trolling some account selling sites and banning those who openly advertise.
I'm 57 and I don't whine like that guy......
Just to clarify something, that time I resolved my problem because it was just a simple problem.
But I think that there are ways to IMPROVE and PREVENT these kind of issues and customer insatisfaction.
Example:
* clear warnings when u create an account (this can be done, this cannot be done)
* clear warnings about things that can make your account unusable
* tokens (man this is basic, everyone that works with VPNs knows that tokens are great)
* collect real evidence of ownership, who owns the account... how to prove ownership, how to prevent ownership changes, etc
We can discuss in a case by case but the real thing is that if you improve these things you can concentate your custommer support in other things
How do you know if someone has a key loger on your PC?
Would you like some cheese to go with that "venting of frustration"?
Yes and no. Having two anti-virus programs both monitoring your PC in real time can interfere with each other. But doing 1 off scans with two different ant-virus causes no problems and actually can be beneficial.
Personally I run symantec enterprise (norton enterprise) for 24/7 monitoring and do once a week scans with kapersky and malwarebytes.
Call me paranoid but I haven't got a virus in years
Malwarebytes is one of the best programs there is. I use Norton and malwarebytes always finds atleast a couple things that the others don't find.