Bad experience with email support

Hi there,

just want to write here about the frustrating experience I'm having with your support via email.

I was hacked on Monday and my league/standard stash was stripped. I notified support via mail on Tuesday about the incident. First I was informed about the general policy that no items are being restored which is fine. I responded with an email asking if an individual rollback of the league character would be possible.

As a response my account was locked and I was being asked to make some steps concerning account security (switching passwords, malware check etc.) which I directly followed and answered back.

The account keeps on being locked. I guess the support now wants to find out if I'm the original owner of the account and tries to verify by asking various questions which I try to answer as best as I can.

Because of the timezone differences response time is over 12 hours and answering the questions just prompts another email with new questions trying to verify my original ownership of the account.

Because of the locked account it is also not possible to write in the forums with my actual account.

This whole experience is frustrating. It sucks in the first place to lose several weeks of progress in the league. But to then get the account locked and being given no transparency at all how the issue can be resolved or any timeline when the issue will be resolved is just adding insult to injury.

The support was nothing but polite but an actual constructive approach to actually find a timely solution for my issue was not provided.

The process I experienced seems to punish someone notifying you about being hacked and disincentivizes anyone from actually getting into contact with you after being hacked.

I enjoyed the league up to that point but both the hack and the experience with your support give me a very bitter taste. It is ironic that not notifying you about the hack seemingly would have been the better choice.

[Removed by Support]

No, there are no bots that respond to emails.

The process is to lock the account to hopefully prevent a total wipe clean of the players stash, it also allows the user to get their email account and game account secured.

After that GGG need to make sure you are not the hacker posing as the account holder (because account selling) and that DOSE require a back and forth over multiple emails answering account related questions (yes it's annoying and it is supposed to be, because a would be hacker would in general feel that it's too much hassle)

Yeah surely the communication is not with a bot. I agree with you lagwin that it is of course important from a account security perspective to verify the original ownership on their end. No problem from my side here.
But the intransparency of the whole process, the lack of communication and the huge responding times are just bad.
The last answer as of right now is about 30 hours ago and I think NZ should be very near their well earned weekend as I'm writing this.
I just can't grasp why the customer experience has to be that bad when having contact with a customer support.

to play the devils advocate a little.

restoring a hacked account is usually not something that will be done very quickly.

depending on how the cs works, a lot of policies could be in place to cover their asses.

they dont want to wrongly restore an account to a person who might be posing as the real account owner, especially after the account has been reported as being hacked.

Thats not playing devils advocate. That is just their account security perspective which is perfectly fine.

Making an already frustrating process more frustrating than it needs to be is the problem not their attempts to verify my original ownership.

I think it comes down to what you think is not very quickly. For me personally waiting several days for a response in communication is not just not very quickly but too slow.