Original Statement sent to OGPlanet:

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Greetings OGPlanet,

Recently my brother's account was hacked and all the gears were taken as well as all the astro's on the account were spent. Being that his computer is keylog/virus free as well as his network is being handled by an Network admin of 12 years - hes never ran into this problem with any of the mmo games he plays. So being that his account wasn't compromised from his end and the security issues lie somewhere else - what is OGPlanet's responsibilities or even better yet 'policy' on handling accounts that have been damaged due to hacking.
The issue I have with this whole problem is that it doesn't just effect the one person but the entire guild as well. The account had kick powers - which in turned wiped out all the guild members & thus due to the negative pressures cause the guild leader to leave. Is there a compensation to the guild? A roll back? A sorry - good luck? Or finally we just don't reply and pretend to give a damn...
After sitting here for 48hrs and not recieve even an automated message of 'we got your email' - you just start to wonder if its worth continuing. I have dealt with many mmos and a wide range of GMs who seem to respond alot quicker then a 48hr timeframe. If I ran my tech center this way - no one would want to deal with me or even bother with my services[but this is not about me].
Spending money on a game that you like is great - it gets the player what they want and it supports the company hosting the game. If you want people to continue spending money on it then you need to secure your players alot better or least put in better preventative measures on accounts being damaged or compromised.
Finally - being that he has no gears and can not play his characters to level or anything of much - hes sitting on a premium account and his time is expiring while this whole fiasco has taken place. Does the account get credited for time loss? Do the astros that were spent by hacker get reinstated to account? Do the cash items that were on the account that got removed - get restored[costumes..pets]? I have done a search on the forums already for this topic - I couldn't unfortunately find anything - so I decided to start this thread myself.
In closing I would like to say so far this experience has left me wondering the future of Cabal/OGPlanet - I can only hope the GMs can instill my faith back into this game. I guess that will depend on how OGPlanet can handle the situation[timing & execution].

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After 3 days of waiting there was a response - a vague reply back to submit to help desk:

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Hello,

Thank you for contacting our Help Desk. If you believe your account has been compromised and would like OGPlanet to review your account, please follow these steps:

1) Send us a Help Desk using the following link: http://cabal.ogplanet.com/support.og?op=helpdesk

2) Use the category: Account issue (#)

3) Copy and paste the following in the subject line: Cabal Account Recovery

4) In the message make sure to include the date you noticed your account was compromised, and a brief description of what was compromised (missing Alz, missing items, etc.)

Please make sure to follow these steps exactly. Failure to do so will result in a request to resubmit this information.

The time it takes to review an account will vary, depending on the extent of investigation that will be required for each account, so please do not worry if we do not respond to your ticket immediately.

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Well after that you would think ok everything is in order.. however OGPlanet final email says other wise...

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Hello,

Thank you for contacting the Help Desk.

After investigating your account we have determined that the circumstances surrounding your paticular case due not, unfortunately, warrant a reimbursement of items or alz. We apologize for the inconvenience this has and may continue to cause you.

If you have the time we would like to suggest you to read our most recent post regarding account security:

http://newforum.ogplanet.com/forum_posts.asp?TID=111525

Once again, we apologize that we are unable to compensate you for your losses.

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So after a +15 months of being with OGPlanet and spending well over +$500 in astros[probably more but I dont want to overestimate] - it comes down to poor security, incompetent server admins, and total lack of management to find that this company is NOT worth your money. The game itself is fun to play but the value of the game can only be so good with the support behind it. Whether you play 2 months or 2 years if your account is in no way guaranteed to be there the next time you log in then whats the point of investing time and money into it. Seriously consider another company when it comes to MMOs. If cabal EU was taking american players - I'd probably go there instead.