AN ANGRY LETTER AND VICTORY!

From: Luke Slobodian [mailto:argsix@gmail.com]
Sent: Friday, June 16, 2006 11:12 AM
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To: Paolinelli, Joseph
Subject: Re: Defiance guild hacked

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Joseph

I am tired of talking to your minions. I want to speak to you directly. As a company that provides a service based on customer satisfaction your customer support is despicable. I have never had a customer support representative tell me that it is my fault before. I have never seen a company fight so hard to deny the customer a legitimate request. Your company does not stand to loose mony on this request except by showing your customers that you do not care. You have banked on keeping my busniness on the fact that you belive your product is addictive enough to keep my eyes closed and my wallet open.

Throughout this entire process I have had nothing but shit from your customer service agents. Each tells me to go to someone else, or this is not possible, or an investigation is open. The final straw today was when Eric told me "your lucky we gave you your items back" and followed it up with "this is not BK you can't have it your way."

The scary part is you might be right. You may only loose 2 accounts over this.


From: Paolinelli, Joseph Mailed-By: soe.sony.com
To: Luke Slobodian
Date: Jun 16, 2006 4:41 PM
Subject: RE: Defiance guild hacked
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Luke,



I have been discussing this case with the EverQuest II Customer Service Manager and I have consulted our Development Department. After much consideration we have arranged to have your guild level manually set to 46 by Development.



I must stress strongly that this is a singular exception to our policies and not something that we can offer again in the future. It is very important that you maintain your accounts security by changing your password often, creating complex passwords utilizing capitalizations and numbers and not sharing your account information with anyone. If anything like this happens again we will not be able to offer assistance. At this time we have offered every possible solution to your ticket, we have gone further by making a huge exception to the policy and by requesting development assistance to manually alter the database, I am afraid any further assistance with this specific matter will not be possible.



I am very happy that we were able to offer this exception as I know just how difficult it is to reach such a high guild level. The next time you login to Juggerknott your character will be automatically back in the guild Defiance with a guild level of 46. If you have any other questions please feel free to let us know.



Regards,



Joseph Paolinelli

------------------------------------------

EverQuest II Customer Service Supervisor

Sony Online Entertainment

jpaolinelli@soe.sony.com

http://www.EverQuest2.com

This is not BK, you can not have it your way

Quick before SOE decides I am now a threat to them and bans my forum account, or my game account, I want everyone to know what kind of company they are.

The backstory on this is that last thursday my account was hacked, all my items were deleted, and as I was a leader in the guild the person used my leadership status to remove everyone from the guild, empty out the guild bank, and then disband the guild. A year of work and 46 guild levels were lost because someone hacked my account.

What does SOE do about it? Despite many phone calls, many in game petitions, and more emails than I care to count... the final answer is:

"This is not BK you can not have it your way"

They can not restore the guild level, and told me "I was lucky to have my items restored" Joseph Paolinelli, the lead GM who I have been trying very patiently to work with will do nothing to help me or the other 45+ paying customers who are affected by this.

I find it absolutly disgusting that a service company will activly fight against its customers because they believe that we are addicted enough to this game to blindly keep paying no matter how they treat us.

And the worst part is... they are right. The 2 accounts I will be canceling will have no affect on them what-so-ever. A GM will lock and remove this thread before anyone else can see it, and the game will keep on going....


Thanks for all your help.

WHAT ACTUALY HAPPENED

Has it realy been a month since my last post?

Well I'm sure you all know about what has happened, here is the truth.

(15:39:10) puka: Hey
(15:39:15) EvilCowzGoMoo: yes?
(15:39:29) puka: I'm sorry Juggy, I don't know why I did it
(15:39:36) EvilCowzGoMoo: i don't either
(15:40:08) puka: It was on a stupid impulse, not much thought went into it
(15:40:22) puka: Didn't realize how many people I would be hurting in the process and I regret all of it
(15:40:54) EvilCowzGoMoo: apparently you were planning it too
(15:41:03) puka: Whys that?
(15:41:32) EvilCowzGoMoo: because i have a private message on the fourms explaining everything about 149 plat being dumped into their guild bank and you asking for it back later
(15:41:57) puka: That was after my alt join por me le rite
(15:42:12) puka: I decided I didn't want to play anymore on another impulse and put all my remaining money in there bank
(15:42:23) puka: Then decided I wanted it back, and Aldanar gave it back
(15:42:42) EvilCowzGoMoo: well if that is stolen money then SOE will track it to you
(15:42:53) puka: No, that was not stolen money
(15:42:59) puka: I returned the 202plat anf the 60plat on you
(15:43:03) puka: All of the masters too
(15:43:12) EvilCowzGoMoo: and where is the rest?
(15:43:17) EvilCowzGoMoo: you sold my gear
(15:43:33) puka: They restored that right?
(15:43:44) EvilCowzGoMoo: the lead GM confirmed that you sold everything legendary and fabled and destroyed the rest
(15:43:47) EvilCowzGoMoo: where is that money?
(15:43:56) puka: That didn't add up to much
(15:44:09) puka: Only about 7p I think
(15:45:26) puka: My accounts been suspended for 7-10 days apparntly
(15:47:16) puka: I wish I could give you a reason or explanation for doing all of this, but I can't because I don't have one
(15:47:24) puka: I fucked up big this time
(15:48:41) EvilCowzGoMoo: yeah, and now i have everyone asking me to make it right and SOE is giving it to me upp the ass.
(15:49:01) puka: ;(15:49:04) EvilCowzGoMoo: I will get everything right though, and i am happy to see the guild working togather dispite everything
(15:49:22) puka: Atleast it brought people closer together I guess
(15:49:40) EvilCowzGoMoo: all you did was prove nammick right
(15:49:45) puka: About what?
(15:50:09) EvilCowzGoMoo: i was trying to help you get your reputation up so that everyone would see your ready for more responsibility, and nammick thought you were too impulsive
(15:51:14) puka: What I want to do when my account is unbanned, is see if they will restore my character and all of the stuff
(15:51:25) puka: Then maybe come back and help level the guild
(15:51:43) EvilCowzGoMoo: no one will accept you back now. You hurt everyone in a big way
(15:51:55) EvilCowzGoMoo: that is a bridge you burned for good
(15:52:13) puka: I know a few people have remained my friend through this
(15:54:23) puka: I don't know what to do :(15:54:46) EvilCowzGoMoo: part of growing up is making mistakes, the other part is learning to deal with the consequences
(15:55:01) puka: I guess
(15:55:06) EvilCowzGoMoo: i am not one to stay mad at anyone, but you have lost my trust and that of the guild
(15:55:15) puka: I realize that
(15:57:19) puka: What do you want me to do?
(15:58:17) EvilCowzGoMoo: i'm moving on. we have some new recruits in the guild, and we are working on building everything up with out drama. you can go do whatever you want now.
(15:58:40) puka: ;/
(15:58:59) puka: No chance of me coming back?
(15:59:49) EvilCowzGoMoo: what would you do in my shoes?
(16:00:10) puka: Not sure
(16:02:11) puka: Give me another chance?
(16:02:39) EvilCowzGoMoo: and tell everyone else what?
(16:02:52) puka: Don't know
(16:03:14) EvilCowzGoMoo: like it or not, get a group of more than 5 people togather and politics enters in
(16:03:26) puka: ;(16:03:46) EvilCowzGoMoo: inviting you back in will definatly see some others drop
(16:03:58) puka: You're sure?
(16:04:18) EvilCowzGoMoo: you fucking deleted everything that they worked for for the past year
(16:04:27) puka: I did
(16:04:48) puka: Gonna go now, I'm sorry