We, the players of Rappelz, would like updates on what is being done to stop the hacking of our accounts, and also what is being done to restore hacked accounts in a timely fashion. We believe that you should stay opened 24/7 to restore our accounts and to correct the obvious flaw in security. The process that is taking place right now with a email being sent and than no communication on your part for week’s even month’s is not a very good business practice and we believe that the loyal players that have been around for many years deserves some type of answer. At this time we have recorded countless hacks on your forum with it ranging over all of the server’s but yet no reply on the forum for what is being done to help us the ones that pay the light bills and keep your business running. All we are asking is that some one please reply and give us some type of update on what is being done.
We all know you have a issue we just want to know what is going on to fix the issue. This auto gen email that we get when we open a ticket to check our computers for key loggers and Trojans is nothing more than a stall tactic on your part. There is no way that every user reporting a hack in the last few weeks are all infected with a the same key logger or Trojan. We also believe that the practice of closing your door’s to your customer on the weekends when we are in need is nothing more than another stall tactic and also very bad business practice and ethics on your side. You have sales going every week and also post to vote Rappelz the #1 MMO game online today but yet you do nothing to prove you are the #1 MMO game with the amount of customer service you are showing us in this time of need.
Most of the people that have been hacked would love nothing more than to return to the game and have Rappelz the game we love called the #1 MMO game but yet how can we when we are being left in the dark on any fixes or time frames on when people will be able to return to the game.
All we ask is that some one any one from your company take the time to at least update us on the forum and fill us in on what steps are being taken to handle this issue and show better customer support in our time of need.
Merry Christmas: Jikhan Jung
For over the last year a serious "hacking issue" has been ongoing across ALL Rappelz US Servers. The first claims from your company was that this issue was a result of poor security from it's customers, key loggers, phishing sites, account sharing. It became very apparent as this issue continued for months that this was in fact a compromised system and the security responsibility fell upon Gala Labs Inc.
During those early months Gala Labs Inc employes denied that their security measures where unsafe & denied knowledge they where aware of data intrusion. These hacks remained persistent every month with ongoing
cases daily across all servers. The restoration process became backed up for months. No notification to new players or cash shop users was provided.
During the entire year of ongoing account hacking nor you or any other upper level management, marketing, or customer service personal made any attempt to E-mail, Forum Post, or use Social media to address or inform customers about this issue.
These poor management decision and business practices reflect poorly upon all Gala subsidiary companies. Your lack of action & communication will be addressed to the parent companies.
It has been stated by your Employee GM Name: Kyodan that you are aware that these issues existed and have knowledge of the current situation.
Allowing customers to "purchase virtual items" via Item Mall transactions & allowing those purchased items to be stolen by outside parties through means of unsafe data protection is an unethical US business practice.
When is the company going to deal with it's outraged community on a corporate level? Your company forums have been flooded with complaints for months and now forum moderators are taking it upon themselves to censor this issue.
Your customers would appreciate your presence on this issue.