Updated name violation policy...

[Turgon]

I like how this is somehow a focus for them… having been reported ages ago for the name “*******” by someone who got mad at me, I was instantly nailed by a GM. No biggie, went with it and changed the name (it was deemed a "protected" name, not a vulgar one).

Running a 12-man in our kin yesterday, we were all shocked as one of our kinnies had his account hacked, stolen, and all toons emptied literally while we watched (we actually had our hunters locate and follow his toons as the d-bag logged in, emptied at a mailbox, and then deleted his toons). We immediately realized what was going on and had nearly 15 tickets fired off to try and get some intervention before they completely destroyed the account, we had NO RESPONSE until well after there was nothing left to destroy. The response? When they finally got around to contacting the account owner, their “solution” was that he had to get in and log his own ticket (hard to do since the thief had changed his e-mail and password), then wait 3 to 5 days for his toons to hopefully be reset. I’m personally dumbfounded.

Moral of the story: Anger some pre-pubescent troll, and get dealt with immediately by a GM to fix a name. Try and prevent account thiefs and hackers from ruining your sever and game? Qeue up the GD elevator muzak and wait a few days, we may get around to it.

Thanks for letting us know where your priorities are Turbine. Glad the LOTRO Store is doing so well for you… How about returning some of the love and give us some legit customer service. I know it’s asking a lot.

[ChurchofBaa]

You're confusing the issue.

You choosing a bad name and getting rightfully made to change it has nothing to do with the situation with your friend being hacked. It's not as if the GM who could've been helping your friend was out banning people with stupid names. No, they have a procedure for everything, and it is different for those two situations.

I understand being frustrated that your friend got robbed by some twit. I've seen it happen to my friends, too.
But a cryfest isn't the way to go about solving anything.

[Minelavaa]

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.