Well, here's the deal. If that is their procedure for an account hack, then they must be really new to the MMORPG business.

When someone hacks your account, they don't grant you the luxury of getting back on your account, ever. The fact that they are suggesting that you need to log your own ticket is simply remarkable. I can see a few possible motivations for this procedure. Either they are incapable of thinking more than a few minutes into the future, and thought that this would be a swell idea; they want you to counter-hack whoever hacked you to get onto your account and send in a ticket; or they just don't give a flying ???? about their customers.

Given the poor customer service, and lack of finesse that these community forums possess...I'd be more likely to choose the last option; as they were clearly able to predict how much revenue their 'F2P' gimmick would roll in.