My buddy just got banned for hacking when he's never hacked in his life. They won't even tell him what they think he did. Not even the character name, time, date and zone. Their new "tools" for identifying hacking misinterprit the logs of international players with patchy connection and packet loss. Somehow they are linking it to hacking. He has appealed and they insist he hacked and the case is closed with no further chance to work out what happened.
Any advice?
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The tools they have in place aren't automated. It flags a person based on suspicious activity and then a person reviews the case. The tend to err on the side of caution and let people go if it's even remotely questionable. Is it possible that he somehow got flagged accidentally? Sure it is, though personally, I'm skeptical.
They can try here to get to support: http://www.soe.com/en/support/
That will give the phone number and live chat support.
They will not tell him what he did that they decided was hacking and they will not tell him the date, time and zone it occured in. He was forced to appeal without this vital information and the appeal was denied... case closed forever! When he tries to discuss it via petition they just repeat over and over "you are a hacker" with no opportunity of a two way discussion to work out what has gone wrong. He has talked in live chat 4 times and called support 3 times and they all say they don't have the authority to discuss it. I know this guy is not a hacker, he hates all cheaters period. He's the kind of person that reports hackers and kicks people out of his guild when he catches them hacking and lectures others in ventrillo warning them not to hack.
There is no benefit of the doubt and no chance to talk about the confusion. Totally unfair treatment to the point that it looks corrupt. As a result myself and 4 other guildmates with multiple accounts have quit EQ and not bought Alaris because there is no point giving SOE another dollar of our money.
There is no benefit of the doubt and no chance to talk about the confusion. Totally unfair treatment to the point that it looks corrupt. As a result myself and 4 other guildmates with multiple accounts have quit EQ and not bought Alaris because there is no point giving SOE another dollar of our money.
Necro Warning: This post occurred more than thirty days after the prior, and may be a necropost.
Next time you might want to start a new topic and link this old one to it.
Tbh I have a hard time believing that SOE would not inform you of where or when it happened. My experience with the GMs is that if you are friend, polite and dont accuse them of things, they are very nice people who are more then willing to help you. And providing you with this info doesnt do them any harm.
Saying person XYZ would never do such thing, well people do things you never would expect of them, it happens. People also share accounts, and maybe whoever he might share with does.
GMs never just ban someone, without a very good reason, there are processes and procedures in place, there is more then one person involved in the decision to ban. Why would SOE throw away $$ of a cancelled subscription for no reason?
I agree that at times GMs make mistakes, they are human, but in banning I doubt it happens often as there is at least 2 people involved in the decision.
Tbh I have a hard time believing that SOE would not inform you of where or when it happened. My experience with the GMs is that if you are friend, polite and dont accuse them of things, they are very nice people who are more then willing to help you. And providing you with this info doesnt do them any harm.
Saying person XYZ would never do such thing, well people do things you never would expect of them, it happens. People also share accounts, and maybe whoever he might share with does.
GMs never just ban someone, without a very good reason, there are processes and procedures in place, there is more then one person involved in the decision to ban. Why would SOE throw away $$ of a cancelled subscription for no reason?
I agree that at times GMs make mistakes, they are human, but in banning I doubt it happens often as there is at least 2 people involved in the decision.
It could have also been an exploitation of a game bug, intentionally or not. And although I can't be for sure, several people I'd think wouldn't hack or even have the knowledge to hack have been banned for it, but in all the cases I can remember of those type of people, they eventually did resolve it and get their accounts back, it just took many months of never ending harping and moving up the chains of authority. Persistence and politeness is your friend when dealing with Customer Service representatives.
Yther Ore.
Yther Ore.
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