If this is not an attempt to silence anyone or hide the issue - then please allow the player community at least ONE thread where we are able to discuss and warn one another what is currently taking place in the wild.
Whether it is your intention, or not - locking and delisting threads is quite literally SILENCING and HIDING the issue.
I volunteer this thread.
Players? After you have submitted your Zendesk report on the hacking issues on your serverā¦ please come to this thread and tell us about your experiences below. Warn other players in the community what is happening. Come and vent about how much it sucks so that we can all be informed.
EDIT: Please do not post video evidence here, or share character names or Funcom IDs in this thread. Or it will be locked per the community policies (see RitualGroundās post here).
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You can still tell us about what server, and what happened without naming names.
@RitualGround - If you are not able to comment any further on the status of any specific individual caseā¦ would you at least be willing to go back to the Zendesk team and provide us with some kind of idea about how much backlog there is for tickets reporting cheating?
If we knew how deep your queue length was - or if we knew how long it would take for our tickets to be answered - we might be able to have a little more patience with you and your teams. But if you just keep locking and delisting and sending us to the Zendesk circular fileā¦ nothing is going to improve. Players will just keep making your life harder here, and will become more and more pissed off.
I wrote a report once each day with new development and evidence as I got it. They were all merged. All I got from Zendesk was that the reports were merged, and eventually action was taken against the reported player. Many others I collaborated with received similar reports back. I started my reports on Friday and only got a reply back on 11/25.
What I truly believe needs to happen is transparency. Iām sure Iām not the only one who wants to know: are these hackers going to cause all these damages and just be banned? Is there going to be server rollbacks? Is the security issue being investigated so that these hackers and or cheats canāt be used anymore? Are the victims of those who broke ToC and ToS going to have to just ādeal with the damagesā? Will amends be made? Will there be compensation?
There are many players, myself included who have been playing this game for years. Even making an effort to bring friends and more players into the game. If hackers are allowed to cause damages and no effort is made to repair the damages, it doesnāt leave a good impression in terms of client and customer relations.
As mentioned in my post, generally discussing these situations is okay, but posting video evidence, names, funcom idās or of the sorts, will lead to the post being closed.
New tickets will always generate an initial automated response from the automated system, as you can imagine, the team cannot provide any insights or details regarding internal queues, processes or actions taken after an investigation is done.
However, tickets have priorities and hacking is among the highest ones.
Again, we do understand where youāre coming from and we do pay attention to what is being said.
Thank you and let me know if thereās anything I can clarify.
To be fair I did get an actual response from the support team so they are looking at the issue. This not being an MMO they lack the tools to restore individual cases so as frustrating as that is itās the reality. But they did acknowledge the underlying issue.
I am more concerned about them fixing the exploit so that we can enjoy the game again because right now itās not even worth replacing any lost thralls so if this thread is to succeed focus should be on that rather than the losses
RitualGround - noted! And thank you for helping to clarify!
Iāve updated my OP with your guidance. So perhaps we can continue to share our experiences here without going out of bounds by the community policies.
āwe do pay attention to what is being said.ā no they dont i have put in reports over the past 5 days with youtube links to the hackers on video, and i can view the viewer count traffic on my videos. not a single one of the videos in my reports was viewed by the support desk. they closed the ticket and the hacker is still on the server. they never opened the link. and because they never opend it. he still hacking on servers as i type this.
let the hacker go free because they did not want to open a YouTube link. how do i report hackers with video evidence if zendesk does not view youtube links?
thank you to have said clearly that you are paying attention to the problem and that hacking is a top priority, such little things do a huge difference.
It has always been a dicey experience to attempt to discuss the pervasive problem with 3rd party in this game. Iāve done it with marginal success.
I WILL NOT at all minimize the impacts that this current situation has on PC Official PVE, PVE-C and private servers that are now having to lock up their gates and highly filter entries.
When I was able I watched the posts incoming over the weekend. I know how you all feel because this has been my reality as a PC Official PVP player for ā years.
Be angry, thatās ok. Now with that said, I would ask that we all band together and do what we can to make it as easy as possible for the staff to do their jobs.
This was a great clarification. Thank you very much for coming forward and letting us know.
Since hackers/cheaters is a top priority, would you be able to clarify if/how damage done by them is assessed when it comes to official servers, or does this count as a process you and the team canāt provide details on?
No idea why exposing a brazen cheater destroying servers and THOUSANDS OF HOURS of progress is a violation of TOS. Sounds like a weak attempt to sweep a critical situation under the rug. We had a conversation with the cheater in question and he told us things like āThings went to farā (sic), āI am sorry yaāllā, āIām going back to PVE to kill your horses!ā. When I asked him why he hacked pve servers (he refers to everything non-pvp as pve) he responded that he was coming back āwith new surprises and gifts to the pve communityā, āI will be seeing all of you real soonā, and āI made it safer on pvp than pveā. A bunch of comments about āRIP PVEā, and āyall some pve chickens. play a real mans game and go to pvpā.
This needs attention. If we arenāt taken seriously here then it will end up being a topic on X and YouTube. I think itās crazy to say we canāt talk about specifics in the forums. We know who he is. We have talked to him, we have video evidence, screenshots, etc. This is a terrible official response, it just sounds like victim blaming.
I think they want us to upload our own videos on some uploading platform, and make timestamps so they wonāt waste their precious time.
I did make timestamp after I was asked to, in video longer than 5 minutes. I believe it was your recording, where sad ranger killed you from far with some pike weapon, while glitching and teleporting around.
