Tera, Help me understand this anyone please.

[Rashi]

So basacly I got hacked and It took some while for them to reply and I got this.


Answer from: Junice Rate this answer 2013-06-25 08:14:35

Hello ****

we changed your email address to **************** into your missing account.

This account violated our terms of service.

We hereby inform you that we are forced to terminate our contractual relationship with you because of extensive use of third-party programs to automate in-game processes (botting).

This behaviour is unacceptable in TERA and will not be tolerated, as it infringes upon our Terms and Conditions and/or EULA, as well as impairs in-game processes.

Regarding this, please make familiar with our Terms and Conditions:

http://agbserver.gameforge.com/enGB-Terms-Tera.html

Please be aware that we are hereby terminating your master account, which you will no longer have access to. Furthermore, we can provide no reimbursement for game time that has already been purchased. Regarding this, please see paragraph 12 of the Terms and Conditions: Contract term; deletion of user accounts.

Please consider our decision final.

We cannot offer you any alternative and will not deviate from our standard policies.

With best regards,
Junice
Customer Support Representative


They changed the account back to my original E-mail adress and then Deleted the account? I dont understand. Do I read it wrong or Am I simply beeing Punished because I got hacked?
I Would never ever ever bot. Simply because it ruins the game.

Sad Sad Rashi

[Deleted]

-Hi, I have been hacked
-Yes, we will look into it
...
-We have detected that your account has been using botting programs, which are not allowed. You are banned.
-Wut ?

[Ealyssa]

Gameforge at his finest... Sadly that's how they threat their customers. You may try to contact them again, but their is little hope.

[Stir]

Basically, what you've experienced is bureaucracy at its finest.
You see, you have customer service (which you contacted because you got hacked), and you've got system moderators.
And the two don't talk to one another.

So you send a letter to them, explaining how you got hacked. They change your account back to your e-mail, which will allow you to go online as soon as the thing's been reset (event pending).

Meanwhile, a system moderator spots your account botting like a madman, and disables your account, putting an explanation on the wire (event pending).
The messages get combined in the noreply@whateverbox.meh sending program, and once your message is up in the line, the automated message is sent to you, in which your first problem is handled (your e-mail got reset, yay!), and the secondary problem is attached to that (you got permabanned and have no option of getting your stuff back, you cheater! Boo!)

The two people involved, customer service and system moderator, never communicated to one another. Neither knew the other bit of the story. The message was composed automatically.

It's a shit system that causes loads of people to lose out on stuff... But it saves them tons of money because they can do with half as many employees as they could otherwise. -_-

[Vintersol]

Gameforge.... nothing more to say. It's the worst publisher ever made.

[Deleted]

call the customer service, if that doesn't work try to contact them "in public" and draw some attention to your problem.

relevant twitter accounts:

https://twitter.com/Gameforge
https://twitter.com/TeraEurope
https://twitter.com/TeraGermany (or France or whatever language you prefer)

write in their official forums, start a thread, pm the community guys ... the more attention you draw, the more likely someone will look into your problem.

[Arlee]

call the customer service, if that doesn't work try to contact them "in public" and draw some attention to your problem.

relevant twitter accounts:

https://twitter.com/Gameforge
https://twitter.com/TeraEurope
https://twitter.com/TeraGermany (or France or whatever language you prefer)

write in their official forums, start a thread, pm the community guys ... the more attention you draw, the more likely someone will look into your problem.

Umm I would say only use those methods if contacting customer service again gets you nowhere. And if you do do like Grantji suggests post polity and without inflammatory statements or else you'll find yourself blocked on twitter and forum posts deleted for violating their rules.

[Deleted]

Umm I would say only use those methods if contacting customer service again gets you nowhere. And if you do do like Grantji suggests post polity and without inflammatory statements or else you'll find yourself blocked on twitter and forum posts deleted for violating their rules.

It may not be the nicest way to deal with them, but if both the official way via ticket/email support and the customer support fails you have to do it another way. My gf had a similar problem with RoM some years ago - tickets, emails and several phone calls failed to restore her account, so she wrote some tweets to the (former) frogster community guys and within two days she had her account back with almost every item restored.

Frogster/Gameforge is very concerned about public relations, but their customer support screws things up on a regular basis (just read their forums, especially the locked threads) and the more attention such things get, the more likely it gets that they'll do something about it.

You should call first and you should be polite and describe your problem as clearly as possible.