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    Results 1 to 10 of 24
    1. #1
      masterofcatastrophe's Avatar
        masterofcatastrophe is offline Legendary Wizard

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        •  Isaac
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        •  120
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        •  Mirage
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        •  Balance
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        •  King Maximus
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      Status: Engineer+Youtuber
       
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      This has gotten out of hand!

      Hi everybody

      While I love the direction of growth and updates wiz has been going through, there is one area that is really the thorn that is hurting the community trust with KI.

      We all know recently that cybersecurity has been all over the news, with MAJOR corporations being hacked, including Microsoft, Amazon (t.witch), and even a major oil pipeline last year that led to long lines at the gas station.

      Today I came accross this post on redit, and I'm extremely furious right now with how customer service treats hacking s scenarios to this day!

      Name:  SmartSelect_20220617-095631_******.jpg
Views: 230
Size:  393.5 KB

      As the comments put it: ”Sorry you got hacked, but not sorry!” is literally the condescending tone customer service made it sound like. As far as I know, and I'm sure @Sparck agrees, customer service exists to LITERALLY SERVE customers and after each request there would be a survey to collect feedback about customer satisfaction/experience.
      Why to this day and age does customer service at KI REFUSE to acknowledge that MAYBE password sharing didnt happen, and some hacker indeed guessed the credentials of the player? As an engineer myself, I hope fellow engineers like @Eric Stormbringer understand that this is TOTALLY possible!

      Let's stop blaming players (customers) for being hacked and at least give them the benefit of the doubt!
      Last edited by Willowdreamer; 6-17-22 at 10:26:57 AM. Reason: fixed mention

      Eclipse summon: a dragon whose wings span the skies; golden sun
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    2. #2
      KingNothing's Avatar
        KingNothing is offline Legendary Wizard

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        •  Chris Fireheart
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        •  130
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        •  Wizard City
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        •  Death
      ----
       
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      Re: This has gotten out of hand!

      Honestly, this should tell us a lot about KI. For any company to do this to a customer says that we - KI have nothing in place to monitor, prevent, discuss, deny or support our own game, its systems, its players and the company. That their resources are limited and their commitment is low and they have no strategy or plan to change. At the end of the day we simply exist to take your money, provide an entertainment product, advise you that you own no part of it outside of your password and should you lose track of it - even at no fault of your own - you will lose everything and receive nothing in return.

      Now the above was pretty harsh and there are always two sides to every story. I will also say this scenario - in different forms - plays out quite frequently leaving me to believe this is once again a sad reflection of the everyday business dealings of KI and their "support" system.
      Last edited by KingNothing; 6-17-22 at 10:39:02 AM.
      “Maybe someday we could become friends. Friends who ride majestic, translucent steeds, shooting flaming arrows across the bridge of Hemdale.”

    3. #3
      AluraMist's Avatar
        AluraMist is offline Wiki Master
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      Re: This has gotten out of hand!

      Please don't get me started about KI Support (or lack of). As far as KI Support, if I submit 'game related issues', the ticket is eventually passed on to someone who actually knows the game. Even though they are over-worked and under-staffed in the QA Department, their assistance has always been super!

      As far as Billing and Account issues, KI Support is non-existent, in my opinion. I gave up on them.

      AluraMist
      Dare to catch your best dreams and live them with eyes wide open. Sweet dreams always.
      The DreamCatcher.

    4. #4
      Phenoixblizzard's Avatar
        Phenoixblizzard is offline Adept Wizard

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        •  Amber DragonBlossom
        •  Wizard's Level:
        •  130
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        •  Wizard City
        •  Wizard's School:
        •  Ice
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        •  Fern
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        •  Mega Snow Beast
      ----
       
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      Re: This has gotten out of hand!

      I know I'm having issues with logging in this morning with the log in screen just randomly deciding to freeze and even load up slow when it decides to unfreeze. The one time I got into the game it was acting very slow and freezing. Not sure what's going on, but I'm afraid to ask KI if they got a bug in their system this morning with logging in since everything else (Chrome and my sticky notes on my computer) is running fine. They'll probably blame it on being on my end
      Last edited by Phenoixblizzard; 6-17-22 at 12:04:36 PM.
      Wizards vs Bosses


    5. #5
      masterofcatastrophe's Avatar
        masterofcatastrophe is offline Legendary Wizard

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        •  120
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        •  Mirage
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        •  Balance
        •  Pet's Name:
        •  King Maximus
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        •  Old Sparky
      Status: Engineer+Youtuber
       
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      Re: This has gotten out of hand!

      Quote Originally Posted by Phenoixblizzard View Post
      but I'm afraid to ask KI if they got a bug in their system this morning with logging in since everything else (Chrome and my sticky notes on my computer) is running fine. They'll probably blame it on being on my end
      The finest example of broken trust between players and the company

      Eclipse summon: a dragon whose wings span the skies; golden sun
      bored? want a "wizardly" change? support my thread!
      SUPPORT MY THREAD TO CHANGE GAZE OF FATE!

    6. #6
      Phenoixblizzard's Avatar
        Phenoixblizzard is offline Adept Wizard

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        •  130
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        •  Wizard City
        •  Wizard's School:
        •  Ice
        •  Pet's Name:
        •  Fern
        •  Pet's Type:
        •  Mega Snow Beast
      ----
       
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      Re: This has gotten out of hand!

      Quote Originally Posted by masterofcatastrophe View Post
      The finest example of broken trust between players and the company
      It's happened before when I was using Trace Route on my Command Prompt to figure out why I was getting an error code (404 if I remember right) on their sites. A couple times they said it was on their end and a few times they said it was on my end. Took weeks for it to resolve on its own when they said it was on my end and I'm still unsure how it even resolved itself in the first place.
      Wizards vs Bosses


    7. #7
      BaronvonWolf's Avatar
        BaronvonWolf is online now Magus Wizard

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        •  Valkoor wildwalker
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        •  130
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        •  Balance
        •  Pet's Name:
        •  Gizmo
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        •  Blaze Fox
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      Re: This has gotten out of hand!

      when my league acc got hacked not sure how but they played yasuo for 2 games and i mostly play kennen or Shaco and all it took 3 days to repond and answer 20 or so questions i was then given a survey for how well support was

      if a survey was given to KI i dont see it going very well and thats probably why they wont make one

      its sad that happened but nothing can be done as support can be very helpful or just flat out useless
      Wolf soulstalker 150 Alex nightshade 147 Valkoor Wild 150 Valkoor Wild ​135 Valkoor Myth 130

    8. #8
      Pegasus Unbound's Avatar
        Pegasus Unbound is offline Grandmaster Wizard

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        •  Nathaniel
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        •  130
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        •  Empyrea
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        •  Balance
        •  Pet's Type:
        •  Dragons and MORE Dragons.
      Status: Looking 4 my village
       
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      Exclamation Re: This has gotten out of hand!

      Quote Originally Posted by masterofcatastrophe View Post
      The finest example of broken trust between players and the company
      It's not a matter of broken "trust", rather I think that when it comes to customer service it is misspelled in their manual as RUST thanks to a lack of use and maintenance.


    9. #9
      Charles Lifetamer's Avatar
        Charles Lifetamer is offline Magus Wizard

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        •  Charles Stormtamer
        •  Wizard's Level:
        •  130
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        •  Empyrea
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        •  Storm
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        •  Milo
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        •  Scaly Frillasaur
      Status: smilenod
       
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      Re: This has gotten out of hand!

      That's the thing about their no-tolerance policy for a lot of their rules, especially against account sharing. When they enforce it that strictly, what ends up happening is people who use VPNs or get hacked will lose their account permanently, regardless of what actually happened. It doesn't help that they don't tend to be forgiving in their appeals process either.

      It's a shame, really, since it couldn't hurt them to modify their policies and processes a little bit. Customer service is really important for any company, and if KI can't put together a good customer support system, then I don't think they'll be able to hold on to as many long-term players as they potentially could.

    10. #10
      Lightdragon's Avatar
        Lightdragon is offline Legendary Wizard

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        •  Liam RavenShade
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        •  130
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        •  Empyrea
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        •  Balance
        •  Pet's Name:
        •  too many
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        •  artic fox
      Status: Hello Karamelle er Lurmur
       
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      Re: This has gotten out of hand!

      When they enforce it that strictly, what ends up happening is people who use VPNs or get hacked will lose their account permanently, regardless of what actually happened. It doesn't help that they don't tend to be forgiving in their appeals process either.
      do not use VPN's but from what i gather they are used to hide you from something. not exactly what a parent wants to hear.
      Do NOT meddle in the affairs of Dragons. for you are crunchy and good with ketchup

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