Customer service needs a massive overhaul

(groovySound) #1

If my contact with customer service is anything to go by, Nexon is going to need to clean house before this game scales up.

When I first installed the game, it kept closing with a xigncode “unauthorized 3rd party application” error. I thought it was a glitch so I tried a few times. When that didn’t work, I emailed my log to xigncode and got a reply in Korean. The only english words in the email included the word “sandboxie”. I figured that the game was mistakenly thinking that sandboxie was some kind of hackware, so I disabled it.

I was able to play for two days, then out of the blue the game said that I was suspended for two days for running unauthorized 3rd party software.

I submitted a support ticket and received a form letter reply 12 hours later telling me that “you will need to serve out the rest of your suspension”. My reply to this form letter was never answered.

I then contacted support through chat. The rep I spoke to in chat dropped this bombshell on me: “Unfortunately, after reviewing the account, it’s come to my attention that it has been flagged for a permanent lock. As such, our account admins have deemed the violations found on this account to be too severe to allow continued access to it. I’m afraid this decision is final and any access to the account will not be restored.”

When I pointed out that this was beyond absurd, the rep backpedaled and said that “maybe” my account will be unsuspended at the end of the original 2 days. After a few more back and forth exchanges the rep said “Unfortunately, I must part ways with you now.” and closed the chat.

Just to be clear: Sandboxie is not hackware. It is used to keep software from accessing files on your system that it shouldn’t be. It is an IT best practice to run your web browser in a sandbox to minimize the chances that a web browser exploit will compromise your entire system.

If Nexon has a problem with sandboxie, they should notify people on launch that they can’t run sandboxie and the game at the same time. Not telling them until after they try to launch DB, and only if they email a copy of their log to Xigncode support, is absurd. Going on to suspend / ban those customers for unknowingly committing a violation is insane.

(goodField) #2

The thing with Sandboxie, is it allows players to run multiples of the same executable easily. This comes with the issue that it makes it possible for players to Boost, Troll, or Exploit thanks to their multiple player accounts they can use simultaneously.

Sorry if you weren’t aware, but you did have the option to check these forums before getting flagged a second time.

It is Hackware.

(groovySound) #3

[quote=“goodField;26614”]

Sorry if you weren’t aware, but you did have the option to check these forums before getting flagged a second time.

It is Hackware.[/quote]

I was never flagged “a second time”.

It would probably be a good idea if the xigncode notification pointed to the forum post. I did google “dirty bomb xigncode [the exact error code I got]” and the relevant forum post wasn’t on the first four pages of results.

As for the fact that sandboxie can allow the behavior you are describing, so can virtual machine host software, which xigncode has no problem with. People can also use other computers for the exact same purpose. If this was a major concern, it would be pretty trivial for the application to check whether or not it is running in a sandbox, which in my case it was not.

(goodField) #4

[quote=“groovySound;11847”]When I first installed the game, it kept closing with a xigncode “unauthorized 3rd party application” error. I thought it was a glitch so I tried a few times. When that didn’t work, I emailed my log to xigncode and got a reply in Korean. The only english words in the email included the word “sandboxie”. [b]I figured that the game was mistakenly thinking that sandboxie was some kind of hackware, so I disabled it.

I was able to play for two days, then out of the blue the game said that I was suspended for two days for running unauthorized 3rd party software.[/b]
[/quote]

You were warned. Informed. And then Flagged. You had plenty of information to know what would happen if you played the game with the software.

Getting snippy here doesn’t help.

(groovySound) #5

[quote=“goodField;26755”]
You were warned. Informed. And then Flagged. You had plenty of information to know what would happen if you played the game with the software.
Getting snippy here doesn’t help.[/quote]

The entire point of my post is that I wasn’t warned or informed. I got a cryptic error message, followed the instructions to diagnose the problem, disabled the conflicting software and then was banned anyway two days later. All this because I was running very popular security software that is no more a threat to the game than owning a second PC.

My broader concern is that customer service handled this incredibly poorly. My ticket has one form letter response from 12 hours after I submitted it, with no further word from Nexon in the last 48 hours.

I really like this game, and have invited a bunch of friends to play with me. I will not, however, spend a cent on it until I’m confident that it will not be wasted the second xigncode decides that some other innocuous software is hackware and bans me without recourse.

(Zita) #6

[left][quote=“goodField;26755”]
You were warned. Informed. And then Flagged. You had plenty of information to know what would happen if you played the game with the software.

Getting snippy here doesn’t help.[/quote]

I sorry to say you are wrong, yes you get a message that comes up, but there is no way of knowing what program they are talking about.

When you click the link it only sends you to the Technical Support part of the forums, then you have to do a search for any thing relevant.

And like @groovySound says by then It’s to late the damage is done.

See my thread about the same thing. http://forums.dirtybomb.nexon.net/discussion/11942/programs-that-will-ban-you#latest[/left]