Talk about unacceptable Customer Support

Funkmasterr · Post by **Funkmasterr** » May 27, 2010, 12:09 pm

My account got hacked last night, and my main and other high level are gone, as is about 20k worth of shit from my guild bank. I called Blizzard Customer Service the second they opened and have since been getting a "we have too high a call volume to answer your call" message. ARE YOU MOTHER FUCKING KIDDING ME? These fucks make somewhere in the neighborhood of 200 million dollars a month on this game, if they need to buy the entire fucking state of Rhode Island and make it into one big call center, then that's what they need to do.

What a joke. Not to mention hacking being so prevalent, Blizzard needs to fucking step it up on that front too. Absolutely ridiculous.

Post by **Sylvus** » May 27, 2010, 12:11 pm

http://us.blizzard.com/store/details.xml?id=1100000822

Aardor · Post by **Aardor** » May 27, 2010, 12:12 pm

You're going to get even more pissed off when they take 3 days to unban your account, and another week after that to restore your gear. But yeah, use an authenticator.

Funkmasterr · Post by **Funkmasterr** » May 27, 2010, 12:13 pm

Yeah, their answer is something I have to pay even more money for? Suck my cock.

I am not a retard, I didn't fall for any scam. I don't give my account info out. I have peer guardian running damn near the entire time my computer is turned on. They need to beef their security up, not a authenticator.

Funkmasterr · Post by **Funkmasterr** » May 27, 2010, 12:14 pm

Aardor wrote:You're going to get even more pissed off when they take 3 days to unban your account, and another week after that to restore your gear. But yeah, use an authenticator.

Yeah this may be quitting time for me. Continuation of my first ICC raid that's gotten anywhere is tonight, on Sindragosa. If they down her there's a damn good chance that will be the last straw and I'll cancel my account.

Aardor · Post by **Aardor** » May 27, 2010, 12:20 pm

Really, it's not blizzards fault that you went to some website (curse or even mmo-champ have had ad which contain the logger) and got a logger installed. Most AV suites / security measures aren't able to detect them, so if you do play after everything is restored, there is a good chance your shit will just get hacked again without a full format or an authenticator.

Funkmasterr · Post by **Funkmasterr** » May 27, 2010, 12:23 pm

Jesus Jew on a fucking stick.

Winnow · Post by **Winnow** » May 27, 2010, 12:24 pm

If only you could spit through a phone!

Post by **Sylvus** » May 27, 2010, 12:24 pm

I'm not trying to be a dick, but it isn't their fault that you got hacked. Either your password wasn't strong enough, or you did something (clicked on something, signed up for something, use the same password in combination with your email address too many places) wrong.

I think they have a link you can click on that is specifically for compromised accounts. I haven't played WoW in a while, but my friend has had his account hacked, and clicked the link and filled out the form, and they got back to him within a couple hours.

But yeah, after this gets cleared up, spend $6 and don't worry about this again.

P.S. You're not going to quit. I'll betcha!

Fairweather Pure · Post by **Fairweather Pure** » May 27, 2010, 12:27 pm

My Blizzard authenticater is a free iphone app. It works great. I just kind of assumed they had something similar for other phones?

Funkmasterr · Post by **Funkmasterr** » May 27, 2010, 12:27 pm

Sigh. What about the authenticators for android that they released? Any issues there as opposed to getting a keychain thingy that I will almost assuredly lose?

Aardor · Post by **Aardor** » May 27, 2010, 12:28 pm

Fairweather Pure wrote:My Blizzard authenticater is a free iphone app. It works great. I just kind of assumed they had something similar for other phones?

They do for most: blackberry, android, etc. http://us.blizzard.com/support/article. ... rhtml=true

Boogahz · Post by **Boogahz** » May 27, 2010, 12:29 pm

How do those authenticators work? I read about them a while back, but I didn't understand how a device that wasn't connected to the net could match codes with their servers.

Aardor · Post by **Aardor** » May 27, 2010, 12:29 pm

It's fine, just a PITA if you lose your phone (well, you have to call blizzard and give them your secret answer). Most people I know use the phone method, I just happen to have the key dongle, which i glued to my keyboard.

Funkmasterr · Post by **Funkmasterr** » May 27, 2010, 12:33 pm

Boogahz wrote:How do those authenticators work? I read about them a while back, but I didn't understand how a device that wasn't connected to the net could match codes with their servers.

I'm mulling that one over in my head trying to figure it out too.

Winnow · Post by **Winnow** » May 27, 2010, 12:35 pm

I still play Aion and there is rampant account hacking in that game. You've just got to be careful.

Boogahz · Post by **Boogahz** » May 27, 2010, 12:39 pm

Never hear any talk about it in EQ2, but I remember hearing about it all of the time in WoW. I can remember several old raidmates from TBC times that were getting hacked and restored.

Funkmasterr · Post by **Funkmasterr** » May 27, 2010, 12:52 pm

Mad or not, it's absolutely unacceptable that I'm still unable to get through to customer support. Making as much as they do they should spare no expense to make sure every_single_call that comes into them is not only answered, but answered in a timely fashion.

Aslanna · Post by **Aslanna** » May 27, 2010, 12:53 pm

Funkmasterr wrote:
Boogahz wrote:How do those authenticators work? I read about them a while back, but I didn't understand how a device that wasn't connected to the net could match codes with their servers.
I'm mulling that one over in my head trying to figure it out too.

The fob has a clock and a serial number that is used as a seed for a PRNG. When you hit the "show me a code" button, the fob displays a number that is the product of that timestamp and the serial number run through the PRNG. The server knows your fob's serial number and time, and does the same operation. If your codes match, you're authenticated.

More or less. I use a RSA SecureID fob for connecting to the VPN at work so I imagine the Blizzard thing works the same.

Funkmasterr · Post by **Funkmasterr** » May 27, 2010, 9:30 pm

So I'm assuming it was a keylogger that led to my account being hacked. Should I be concerned about said keylogger enough to reinstall my OS?

Leonaerd · Post by **Leonaerd** » May 28, 2010, 2:52 am

That depends on whether or not you get of malware and trojans effectively, whether or not your important data is backed up (or, alternatively, whether or not you care about losing data), and whether or not you'll stop visiting the porno site that fucked you in the first place.

Funkmasterr · Post by **Funkmasterr** » May 28, 2010, 8:22 am

Leonaerd wrote:That depends on whether or not you get of malware and trojans effectively, whether or not your important data is backed up (or, alternatively, whether or not you care about losing data), and whether or not you'll stop visiting the porno site that fucked you in the first place.

Again, I'm not stupid, I'm no pc novice. I promise you if it was a site that I was at, it was something like curse listed above, which is by no means something I shouldn't be looking at.. Other than that my web browsing consists of VV, demonoid, facebook and my email.

At any rate, no my stuff isn't backed up yet, but I have downloaded/installed enough that I'd really rather not have to reinstall my OS. I ran full scans in Spybot, Ad Aware and AVG last night and they didn't turn up any trojans or keyloggers.

Psyloche · Post by **Psyloche** » May 28, 2010, 9:10 am

I can't remember where I read it, probably FoH, but if you do the phone method, I think there's some serial number or something that is given when you register the phone for the Authenticator App. If you keep that number somewhere, it's easier to recover an account if you lose your phone.

Winnow · Post by **Winnow** » May 28, 2010, 11:38 am

Don't click on ANYTHING. The cleverest pop ups will resemble your default browser windows "close window to continue"

There are times where it's impossible to close a "system" pop up window asking, "are you sure you want to leave this site?" In those cases, you CNTRL ALT DEL and shut down Firefox (or whatever browser) by force through the task manager. Never click on a pop up window on a questionable site, even the X in the corner....IT'S A TRAP!

I've visited extremely questionable china, russian, etc sites in my quest for art. All you have to be is careful.

Post by **Sylvus** » May 28, 2010, 12:19 pm

Winnow wrote:I've visited extremely questionable china, russian, etc sites in my quest for art.

lol

Winnow · Post by **Winnow** » May 28, 2010, 1:54 pm

It's the truth!

http://stuff.thathappened.com/

Can't find that stuff on Disney's web site!

BTW, My site in also on Dreamhost and it's working while VV isn't! Seems around the same time every day, VV goes down. Pyrella's doing some shady stuff on this server in the background!

Fairweather Pure · Post by **Fairweather Pure** » May 28, 2010, 8:34 pm

Winnow's Favorite Drink:

Fairweather Pure · Post by **Fairweather Pure** » May 28, 2010, 8:36 pm

And a reply to let Winnow that your art site is really good. Lots and lots of great stuff on there for sure.

Winnow · Post by **Winnow** » May 28, 2010, 9:03 pm

Fairweather Pure wrote:And a reply to let Winnow that your art site is really good. Lots and lots of great stuff on there for sure.

Thanks. I've got a ton of art not posted but have been lazy. I only like posting sizable collections of individual artists if possible although I make exceptions for CGI collections.

Occasionally I'll get a cease and desist email. (2 so far) and I immediately take down that particular artist's gallery. Most are cool with it and it's amazing where I find my images linked sometimes. I let people link the images on the site and only am concerned if the bandwidth gets out of hand which it hasn't. The worst was when someone linked an image on my site as their .sig on an adult "mingle" site and then proceeded to post on like 100 other people's profiles which caused hits to the image every time all of those other profile pages were hit. Turned out OK as I received an email requesting I remove that artists images (GarvGraphx).

Al Rio was the other artist requesting I remove his works. I had a clear link to his site and encouraged peeps to go buy some so it was kind of a nice ad for him. Oh well, happy to remove them. My site is ad free, completely non profit, just for fun,

Funkmasterr · Post by **Funkmasterr** » May 31, 2010, 2:29 am

I guess I'm just going to take my chances on this and not reinstall Windows. I'm in no mood to lose all the shit I've downloaded and I currently have no means of backing shit up.

Of course after my account gets hacked, the group I was raiding with kicks the 2 or 3 people that weren't getting it and 1 shots Sindragosa and may get LK. I'm so tired of shit luck.

Bagar- · Post by **Bagar-** » May 31, 2010, 7:34 pm

Two of my guildies got hacked yesterday. Apparently DBM had a trojan in it or something. I bitched at them for not having authenticators - one of them used the "but i have a Mac" defense.

Seriously it's the cost of a fast-food meal. Free on your smartphone. Get one!

Post by **Xouqoa** » June 1, 2010, 2:15 pm

Yeah, if you are playing WoW without one you are just asking for trouble. I grabbed one as soon as they were available. Actually, I have an unlinked hardware one if you want it. I use the iPhone version now.

Boogahz · Post by **Boogahz** » June 1, 2010, 2:22 pm

don't do eet! xoucow just wants to steal your loots!

miir · Post by **miir** » June 1, 2010, 2:23 pm

With all the UI add-ins that are basically required to play the game, there's bound to be keyloggers hidden in some of them.

Boogahz · Post by **Boogahz** » June 1, 2010, 2:38 pm

On my WotLK trial last month, I noticed that a LOT of the stuff that the prior addons did were in the Blizzard client. It still amazed me how many people were talking about newer "required" mods.

Aabidano · Post by **Aabidano** » June 1, 2010, 5:08 pm

Funkmasterr wrote:They need to beef their security up, not a authenticator.

Since no one else has said it, the authenticator is how they beefed up their security.

With all the UI add-ins that are basically required to play the game, there's bound to be keyloggers hidden in some of them.

Yarp.

Winnow · Post by **Winnow** » June 1, 2010, 5:48 pm

WoW isn't really even an MMORPG. It's all automated with add-ins that do all the work for you. You may as well just watch a really really bad fantasy movie instead for the same experience, and then watch a Youtube vid of a Nightelf dancing.

done!

Boogahz · Post by **Boogahz** » June 1, 2010, 6:12 pm

I always preferred the Druid's form dances!

The toe tap of the cat forms plus the twist of the tree form. Don't remember the oomkin form's dance since I was never balance spec'd

Funkmasterr · Post by **Funkmasterr** » June 1, 2010, 7:49 pm

Winnow, you better watch it. I'm pretty sure you're only a couple posts away from being marked as spam by all major anti virus/spyware programs.

masteen · Post by **masteen** » June 3, 2010, 11:51 am

The boomkin is the same as the oger dance... which is the old Chris Farley pelvic thrust.

Winnow · Post by **Winnow** » June 3, 2010, 3:23 pm

The night elf dance based off of Alizee wins.

http://www.youtube.com/watch?v=JbhC1hs7rjc

Skip to around the 3:00 mark if you're gay or listening to french makes you vomit. (not that there's anything wrong with either of those)

Can listen to it in English below but it makes absolutely no sense and they cut out half of her night elf dance ~1:40 mark.

http://www.youtube.com/watch?v=qNfDzfhRgkU

mute works!

Post by **Xouqoa** » June 4, 2010, 12:33 pm

miir wrote:With all the UI add-ins that are basically required to play the game, there's bound to be keyloggers hidden in some of them.

The addons themselves are written in LUA, which is a scripting language. So, it isn't really possible to embed a keylogger in the code. (I don't think.. I could be wrong.)

However, they could put one in a self-extracting .exe file or some sort of archive file I guess.

Sumdaor · Post by **Sumdaor** » July 10, 2010, 2:13 pm

http://daeity.wordpress.com/2010/07/08/ ... u_to_know/

Over the past several weeks, there has been an exponential explosion of WoW Account Hacking. Thousands of accounts that haven’t been active for years are suddenly being logged into, with Unauthorized Authenticators attached to their accounts, while items and characters are being stripped down to gold and deleted. Even live accounts are being stolen from users who have ample security measures in place or are even IT/Security specialists themselves.

Hesten · Post by **Hesten** » July 11, 2010, 5:13 am

Funkmasterr wrote:Yeah, their answer is something I have to pay even more money for? Suck my cock.

I am not a retard, I didn't fall for any scam. I don't give my account info out. I have peer guardian running damn near the entire time my computer is turned on. They need to beef their security up, not a authenticator.

Err, now after youre done saying youre not a complete retard, how do you think running PeerGuardian, which is a program aimed at blocking RIAA/MPAA from connecting to you will help on blocking keyloggers in files or in various websites you visit?

Get A, a good antivirus, B, a good firewall, and C, an authenticator. IT is NOT blizzards fault if you get hacked, and YOU have decided not to use the extra security available to you.
And take it a lesson, when your bank decides to help on their security with a token/authenticator, sit a moment and think "this is about my RL savings, what was it that happened back in WOW when i decided to ignore security?".

Funkmasterr · Post by **Funkmasterr** » July 12, 2010, 10:11 am

Hesten wrote:
Funkmasterr wrote:Yeah, their answer is something I have to pay even more money for? Suck my cock.

I am not a retard, I didn't fall for any scam. I don't give my account info out. I have peer guardian running damn near the entire time my computer is turned on. They need to beef their security up, not a authenticator.
Err, now after youre done saying youre not a complete retard, how do you think running PeerGuardian, which is a program aimed at blocking RIAA/MPAA from connecting to you will help on blocking keyloggers in files or in various websites you visit?

Get A, a good antivirus, B, a good firewall, and C, an authenticator. IT is NOT blizzards fault if you get hacked, and YOU have decided not to use the extra security available to you.
And take it a lesson, when your bank decides to help on their security with a token/authenticator, sit a moment and think "this is about my RL savings, what was it that happened back in WOW when i decided to ignore security?".

You're trying to school me. Well, listen here son. Blizzard is most likely part of the hacking, it's gotten so wildly out of control that a authenticator is required to play the game. Meanwhile, they don't ever have them in stock (I was told by the support rep that I'd just have to keep trying and hope to get lucky, his words exactly) - so if you don't have a cell phone that will do it (my friend who just got hacked doesn't), you're fucked.

Second, the company makes enough money off this product that they should be taking their customers security a little more seriously. First of all they should be providing the authenticators for free, and should be able to meet the demand. Second, they should be using their horde of money to do everything they can to stop the hackers, via ip blocks or whatever else might be viable.

Lastly, I have; A - a good antivirus, B - a good firewall, and C - a authenticator. I also understand how peerguardian works, I was stating my general level of security and understanding.

Kindly fuck off prs.

Nick · Post by **Nick** » July 22, 2010, 9:07 pm

If it's any consolation: Trying to get through to Blizzard telephone Support in the EU is virtually impossible as well.

20 minutes wait time is probably a lucky and short time to wait, for any query. I never understood why it was so bad. It certainly looks like its a total under-staffing issue.

For a company milking a profit like WoW makes, it's pretty scandalous. But, hey, I guess everyone will just bend over and take because:

A. You don't call CS often.
B. We are addicted faggots.

Bagar- · Post by **Bagar-** » July 24, 2010, 12:28 pm

You realize the authenticator is six dollars and fifty cents right? There's not even shipping fees. It's literally the cost of production + shipping. They aren't exactly making a profit on the fucking things.

Trying to pan off your account getting hacked onto Blizzard is fucking terrible. My account got hacked about a year and a half ago. You know why? I had a keylogger on my PC. So did you. That's how it happens. Period. It doesn't matter how or where you got it; that's how it happens.

It really, really sucks that there are people out there that can make a living off of stealing with total impunity. I can understand your anger. But it seems nothing more than childish, reactionary rage to blame Blizzard. That's like your fucking car getting stolen and you blaming GM.

Sure their CS hours / staff / wait times blow, and they definitely need to hire more people. I won't disagree with that at all. But that still doesn't make it their fault.

Grow up. Seriously.

Blizzard is most likely part of the hacking

masteen · Post by **masteen** » July 24, 2010, 5:30 pm

You don't even have to spend six dollars as there are software apps for windows. It's what enables the Chinese haxxors to add auths to all the accounts they steal.

Funkmasterr · Post by **Funkmasterr** » July 28, 2010, 2:59 am

Bagar- wrote:You realize the authenticator is six dollars and fifty cents right? There's not even shipping fees. It's literally the cost of production + shipping. They aren't exactly making a profit on the fucking things.

Trying to pan off your account getting hacked onto Blizzard is fucking terrible. My account got hacked about a year and a half ago. You know why? I had a keylogger on my PC. So did you. That's how it happens. Period. It doesn't matter how or where you got it; that's how it happens.

It really, really sucks that there are people out there that can make a living off of stealing with total impunity. I can understand your anger. But it seems nothing more than childish, reactionary rage to blame Blizzard. That's like your fucking car getting stolen and you blaming GM.

Sure their CS hours / staff / wait times blow, and they definitely need to hire more people. I won't disagree with that at all. But that still doesn't make it their fault.

Grow up. Seriously.

Blizzard is most likely part of the hacking

I don't think I said it was their fault, but what I am saying is that there is more they could be doing to get a handle on the situation - and again considering their income off this game, no expense on their part should be spared. It's also unacceptable that they are not even close to being a le to meet the demand for the keychain authenticators being as it's basically required to play the game now, not everyone has a phone it will work on, and to me it seems like installing one on the computer you play the game on kind of defeats the purpose.

As to the comment about Blizzard being involved, I know several people whose guild bank access was limited to 5 stacks a day, and did not have access to the guild leader's account, and after being hacked the hacker was able to clear the entire guild bank out in a day.

After this happened, they checked just to make sure and there access was still only at 5 stacks a day on each tab. Now, this means either it was a Blizzard employee that hacked their account, or the hackers have found a way to actually get into Blizzards servers. Either way it's a serious problem in my opinion.

I am just really not interested in hearing people defend Blizzard for any reason, it really bugs me because I find the way they are running their company to be disgusting.

Aabidano · Post by **Aabidano** » July 29, 2010, 10:22 am

Vote with your feet. I did, mainly as endless dailies != content. Much like the EQ1 faction grind when they began to run out of ideas.

/shrug

They've provided an architecture that's reasonably secure assuming the users do their part.

As long as enough people keep paying them, they'll continue to do that same thing.