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Cryptic/PWE Doesn't backup.
diggot
Posts: 309 Arc User
It's come to my scary surprise that apparently Cryptic & PWE does not run any kind of backups
for our characters, nothing not even a txtfile if anything happens.
I have always been under the impression that a company that hoasts an mmo, always keeps
a backup of a character incase servers gets hacked, login information gets out and tons of
players loses their progress, items or entire accounts.
But apparently in Champions Online, if your account gets accessed through hacking or any other
way which involves foulplay and all your characters gets deleted, they are GONE, byebye,
and nothing can be done about it - all that time you invested is just erased.
Even if you spend RL-money on Zen.. lots of it, and bought vehicles or gear, once that character
or characters are deleted, we can expect no help !?.
So what does this tell me as a currently subscribing customer?. It tells me that they are happy
to take my money, but if something happens to my account - they don't run backup security
to be able to help me... And that is a bad way to run a business.
A friend of mine got her account hacked/accessed by another person, and all her characters was
deleted, with endgame gear, vehicles and the lot. And when talking to a GM, she was told nothing
could be done, and she had to start over. This is a person who's invested alot of time and money into the game,
and she receives no help getting her characters back :mad: .
When i played Diablo-III and got my account hacked, it took Blizztard ONE phonecall and all my
characters and progress was back to the point of last backup. When i accidentally deleted a character in WoW
which had valuable items, a GM got it back for me. All games i've played sofar where i have
lost a character through my own stupidity or foulplay, the company supplying the service has
always been able to assist and help getting my character back to some extent...
But Cryptic & PWE will not help subscribing players !?.
for our characters, nothing not even a txtfile if anything happens.
I have always been under the impression that a company that hoasts an mmo, always keeps
a backup of a character incase servers gets hacked, login information gets out and tons of
players loses their progress, items or entire accounts.
But apparently in Champions Online, if your account gets accessed through hacking or any other
way which involves foulplay and all your characters gets deleted, they are GONE, byebye,
and nothing can be done about it - all that time you invested is just erased.
Even if you spend RL-money on Zen.. lots of it, and bought vehicles or gear, once that character
or characters are deleted, we can expect no help !?.
So what does this tell me as a currently subscribing customer?. It tells me that they are happy
to take my money, but if something happens to my account - they don't run backup security
to be able to help me... And that is a bad way to run a business.
A friend of mine got her account hacked/accessed by another person, and all her characters was
deleted, with endgame gear, vehicles and the lot. And when talking to a GM, she was told nothing
could be done, and she had to start over. This is a person who's invested alot of time and money into the game,
and she receives no help getting her characters back :mad: .
When i played Diablo-III and got my account hacked, it took Blizztard ONE phonecall and all my
characters and progress was back to the point of last backup. When i accidentally deleted a character in WoW
which had valuable items, a GM got it back for me. All games i've played sofar where i have
lost a character through my own stupidity or foulplay, the company supplying the service has
always been able to assist and help getting my character back to some extent...
But Cryptic & PWE will not help subscribing players !?.
Post edited by diggot on
0
Comments
Its a long shot, but maybe the person your friend talked to was wrong/lazy/ clueless, etc. I'd try again. I don't believe that they wouldn't back things like that up somewhere.
Negate the progress and purchases made by thousands of other players to repair one player? Not seeing that happening any time soon.
Your friend should escalate though the official support channels, and if that fails and money was lost they can also follow-up with their bank/credit card company.
"Without data, you're just another person with an opinion." -- W. Edwards Deming
Even if the culprit manages to crack the login and password of an account then they should be asked to check their email for a verification code since they're logging in from a different location from that of the actual account owner. Since the culprit doesn't own the email account, then they wouldn't be able to check for the code. If the account owner was using a weak password and even the same password for their email then that's just asking for trouble.
I mean when they can verify I bought the box when the game cost money, subbed off and on for a good long while keeping tabs and hoping the game would get its legs under it and hit full stride, paid for several zens packs to show support and play with things like the hide outs and a few new powers like pheonix flight etc, and then say sorry it means nothing its all gone because of our fault but you are the one who has to eat the loss, it makes it really hard to be other then a bitter former customer with little better to do some days then come and poke fun at the failure of a game( to me due to their **** ups the game is a failure and will be until they can restore that which they lost and nothing can argue this fact in my eyes)
and now it seems once again the inability to back up character data is costing another player, through no fault of their own, losses that give every reason for that player to never spend another dime and to do their part to encourage others to never spend again either.
I don't really care if its a lazy GM or not, their policy should be to go to as much extent as possible
to help a customer; in this case get their characters back. Otherwise it's clearly sending the message
that they don't CARE about helping, just collect our money and if bad stuff happens - its on us.
Kinda makes you lose interest in playing the game when you know the owners doens't care
about the gamers that is playing. I mean, what would happen IF the login servers was hacked,
and a lot of accounts were wiped?, Cryptic's just gonna say "sorry can't help you because we don't backup".
That said, applying pressure to customer service is still a recommended course of action; they may be able to do more than they're willing to do without pressure.
Epic Stronghold
Block timing explained
Nepht and Dr Deflecto on primus
They all thought I was out of the game....But I'm holding all the lockboxes now..
I'll......FOAM FINGER YOUR BACK!
This is the 2nd ticket-reply my friend sent me, basically is says that if our accounts gets hacked
by a breach in the loginserver or anything, our characters are gone for good - even if its not our fault.
I think its just lazy way of not having to work harder. There's got to be backups of characters
incase anything happens to them, and this is one situation where it happened.
IN which case, they need to ask why that particular time frame.
did your friend have account guard turned on?
how did someone hack it?
leave their computer on,
use too may passwords the same,
not having account guard turned on,
letting someone else access their account.
Get the Forums Enhancement Extension!
Nepht and Dr Deflecto on primus
They all thought I was out of the game....But I'm holding all the lockboxes now..
I'll......FOAM FINGER YOUR BACK!
Secondly, there is backup, and support can rollback your account, but only within a limited time frame. A friend hadn't logged in over a month and was hacked (over in NW), and was offered a roll back after support confirmed suspicious logins, but was later informed that it was impossible due to the hack happened 'too long' ago.
It sounds like Cryptic seriously needs to clean up house at customer support on CO-side.
I now have no sympathy.
RIP Caine
We keep data, and we do try to help people if their characters are deleted by accident or due to accounts being compromised. (Pro tip: Don't share your account info with anyone.) Additional note for clarity: In the event that an account is compromised, we will try to make it right.
Restoring characters isn't a standard service offered by CS and is often not as easy as pressing a button to make it work. Because of this there's a chance that it will fail, or that some items don't properly make it through the restoration. If a restoration is needed, we'll do what we can, but it's not a guaranteed thing.
The restoration gets harder the longer it's been since the character was deleted. I don't know all the tech details, but the further back we have to go to get the character back, the lower the chances of success are.
Hope that helps, folks.
-TrailTurtle