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Reporting attempted hacks to Blizz
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Post by
253038
This post was from a user who has deleted their account.
Post by
MasterOfDisguise
You need to consider the possibilities that either your account was erroneously suspended because of a
human
mistake or that unauthorized access may have actually taken place on your account. Viewing the situation from your stance is rather silly if you ask me.
These mistakes can be easily fixed. I personally think calling Billing would be a good idea because a representative may be in a position to tell you whether or not your account was compromised. Even though Billing reps can't reverse suspensions or bans, they can forward any issues of that nature to Account Administration. They're open throughout the week, so you'll only need to wait a day before you call them.
In the meantime, it wouldn't hurt to scan your computers for viruses and malware on the off chance your account was actually compromised.
Post by
253038
This post was from a user who has deleted their account.
Post by
MasterOfDisguise
Next, I was in game when I got booted, a result of their actions. If they are investigating my account, why exactly would I not be contacted IN GAME if I am there? Logic would dictate if one is checking a customer's account and said account is being used, then perhaps contacting the toon ACTIVE on the account might be a viable idea?
Blizzard never informs its customers if their account is under investigation. They'll only contact you after they decide to take action against your account. This is a little bit like police officers and criminals. They don't contact criminals beforehand to let them know they're going to serve a search warrant. The only flaw in this analogy is that if you violate policy in WoW, there's no way to cover it up because it's logged by Blizzard. Still, the main reason why you aren't informed ahead of time still applies to this situation.
I spent 5 years working as a customer service manager, so I know a fair bit about what is and is not good customer service procedure. A flat suspension of an account that filed a complaint is, to be as diplomatic as I can, "non-customer service." It places undue inconvenience and stress on a customer who has just faced a "near miss" as it were.
Like I said in my last post, mistakes occur. These things are unfortunate, but at the same time, no matter how hard you work to prevent these from happening, they're inevitable.
Suspending the account for 24 hours, under the premise that it had been accessed without proper authorization is pretty weak.
Well, what if it was your account that was being compromised? Would you want Blizzard to suspend the account so that no more damage is done, or would you prefer they take no action and let you discover the compromise by yourself? Most compromises take place when account holders least suspect. Blizzard monitors accounts for unauthorized activity 24/7 to make sure your account, if unauthorized access is detected, doesn't get damaged too much.
So far as human error goes, perhaps hiring staff who can communicate effectively would go a long way towards eliminating that. By not reading what was sent, they jumped to a conclusion that was, in fact, inaccurate.
You mentioned earlier that you worked as a customer service manager for five years. During those five years, did one of your employees ever make a mistake? Even a minor one? I'm pretty sure that at least one mistake occurred and an apology was subsequently issued, perhaps by you. The same thing happens to Blizzard although they, like any other company or business, try their hardest to prevent these mistakes.
Calling them would likely prove pointless, because by the time I am done work tomorrow, their 24 hours will have passed. Yes, it's only 1 day, but it's the point of it all that rankles me.
I'm not quite sure what you meant in the first sentence of this quote, but I am understanding correctly, you meant the following: "Calling will be pointless because by the time I can call at my earliest convenience, the suspension will have already been expired." If this is correct, then what I'm about to say may or may not be of much consolation: Those kinds of things can't be done anyways. You should be more worried about getting the suspension removed from your record rather than having it removed prematurely.
I have been penalized for trying to help their staff chase down an account scammer. The "guilty by association" mentality they present me stinks of "blanket policy for keyword" bots running fill tilt in their offices.
No one has ever been suspended for helping catch the bad guys. However, in some rare but unfortunate cases, suspensions were erroneously issued to the reporting account rather than the reported account. This may have been the case for you, and like I have numerous times, it can be reversed. Hell, you
may
have even have a shot at compensation.
Post by
5200
This post was from a user who has deleted their account.
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