Hacked? Finally you're saved!

Palantir

Member #86
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Account to be restored if you're hacked!
(WOW!!!! Turbine does have a heart!) :laugh:

Finally good news for players who get hacked in the future. I knew there was more to their earlier, "Get your deleted character back" announcment than they were letting on.

Full announcement below:

Compromised Account Reimbursement Policy
As part of our ongoing effort to evolve and improve our policies to better support our customers, we’re very pleased to introduce our updated and expanded Compromised Account Reimbursement policy. We have made some significant improvements to the existing policy based on player feedback, testing, and new tools available to our customer service staff.

Some of the highlights of the new policy include:

•Up to a seven day window for reporting your account compromise.
•Restoration of most items lost as a result of an account compromise.
•Restored items will either be sent via in-game mail or placed directly in your inventory.
•Alternative compensation for items which cannot be restored.
•This policy goes into effect immediately (2/24/2011).
You can read the full details in the knowledge base. {See below}

In addition to this policy, we’re also making it more difficult for unauthorized third-parties to destroy your hard earned items. With the release of Update 2 we will be making changes to certain hard to acquire items, such as raid gear, that will prevent them from being sold to vendors. As always, we will continue to review and adjust our policies and improve your experience both in game and out.

You can share your feedback in the official discussion thread.
http://forums.lotro.com/showthread.php?383813-Feedback-Compromised-Account-Reimbursement-Policy&p=5251047

{Nows your chance RW to get your opinion heard!!!}


http://forums.lotro.com/showthread.php?383812-Compromised-Account-Reimbursement-Policy



Full "Turbine Knowledge Base" Offical Rules listed below:

As of February 24th, 2011, Turbine has updated its compromised account reimbursement policy to include items that were sold or destroyed while an account was compromised. This policy is not retroactive, and accounts compromised or reimbursed prior to this date are not eligible to apply for reimbursement.

Players who have had their account compromised by a third-party may request reimbursement for some or all of their affected character’s items. To apply for item reimbursement, players must submit an in-game ticket for each affected character within 7 days of their account being compromised. If you cannot submit an in-game help ticket, you must submit a help request containing the character names and associated world via support.turbine.com within 7 days of your account being compromised. Any requests for reimbursement submitted outside of these guidelines will not be eligible for item reimbursement, and will receive a standard reimbursement package appropriate to their level.


This reimbursement is not a character “rollback” or copy of a previously saved version of your character. Your character will receive items and currency in their inventory or mail. Character progress between the time of the compromise and the reimbursement will not be affected. Items or currency spent, sold, destroyed, or lost after the time of the compromise will not be reimbursed. Only items sold or destroyed as a result of an account compromise may be reimbursed.

Please note the following limitations when requesting reimbursement:

Turbine makes no guarantee regarding a full return of all items or gold, including if the request is made within 7 days. Turbine will make a good-faith effort to reimburse the items and gold lost, but it may not be possible to do so. If Turbine is unable to reimburse the items, players will instead receive a standard reimbursement package appropriate to their level.
False claims may result in actions against your account, up to and including a permanent suspension.
Turbine reserves the right to refuse reimbursement at any time, for any reason.
Turbine reserves the right to change, suspend, or terminate the reimbursement policy at any time.
http://support.turbine.com/ics/support/default.asp?deptID=24001&task=knowledge&questionID=2685
 
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