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Inefficient response on the support area

TukersTukers
Reactions: 310
Posts: 3
Member
in General Chat
Briefly,
Account hacked, One important missing item.

It's been a month since i created my 1st ticket.
They told me to change my email address (I did that twice)
To prove my identity ( I did that as well)
They told me to show them the item I was missing (I send them a picture)
Then they told me they were moving this to the investigation department (Its been 2 weeks since then and no answers yet.)
I just wrote a new ticket and they closed it because "this was moved to the investigation department", they gave me a ticket number which the link takes me to: "The page you were looking for doesn't exist
You may have mistyped the address or the page may have moved"
May I ask, what is going on with the service? Or the GMs doesnt care about our accounts now?

Comments

  • ArwooArwoo
    Reactions: 17,755
    Posts: 498
    Member
    edited November 2018
    Missing or lost items in general is a very difficult case to handle. As stated by CS, it's being investigated and our best bet is to wait and try our best to be patient for the news. As for the ticket redirecting to a non-existent page, have you created a ticket summarizing what you have here in this thread?
  • NeospectorNeospector
    Reactions: 9,860
    Posts: 2,146
    Volunteer Forum Moderator
    edited November 2018
    They're trying to verify if you actually were hacked and did lose an item, and are not simply trying to extort a free item out of them.
    I should point out that there is almost no precedent for GMs restoring lost items; due to people attempting to scam support for free items in the past, I haven't heard of anyone getting back items they claim they lost, GMs will typically warn you about online safety, not giving away your email or password and such. The likelihood of you getting your item back is, in my personal opinion and experience, low.

    You should be patient. If you want to check on why the page is giving you a 404 error you can likely contact Live Chat and give them the ticket number to double-check on the status.
    https://support-maplestory.nexon.net/hc/en-us/articles/204434619-How-do-I-chat-with-Nexon-America-and-what-are-the-chat-hours-
  • SorrowSorrow
    Reactions: 2,780
    Posts: 314
    Member, Private Tester
    edited November 2018
    Based on my personal experience, the way they handle lost items is poor and they need to do better. I've tried reaching out to the community manager, I've submitted dozens of tickets, to which over a year later the issue is still unresolved. The fact that people have tried to extort a free item out of Nexon in the past should not punish players with valid claims.