For those that don’t know anything about me, I was hacked in Rift a few weeks ago. Long story short, I was down for a week and seriously annoyed at a lack of being able to do anything except roll a new character that I wasn’t really interested in. For details about “the incident”, check out the Diary of a Hacked Girl post. Exactly one week later, I got an e-mail from Trion:
Our goal here at Trion is to deliver the highest quality games and a superior customer experience.
Recently, you had to wait through an exceptional delay during the processing of your request for support — a delay that did not and will not meet our high bar for responsiveness. For that, you have our sincere apologies.
This is not the experience that you should expect from Trion Worlds. To help make up for the delay, we have:
- Credited your account 30 days of play time.
- Bestowed via in-game mail, to all your current and future characters, a full set of the special RIFT pre-order bonus weapon enchant runes that you may not have had previously.
No action is required on your end. These items and days of play time have already been added to your Trion Worlds account.
We know this does not entirely make up for the frustration you have encountered, but this is our way of thanking you for your patience.
Please know that Trion Customer Service will continue working tirelessly through our support requests. Between recently expanded Customer Support staffing and improvements in our own tools, we are on track to resolve matters more quickly in the future.
I want to personally thank you for your continued support of Trion Worlds, and I hope you continue to enjoy RIFT.
Director of Customer Service & QA
I’m all about second chances, especially since I’ve been enjoying this game so much and want them to do well. It was also pretty nice to get an e-mail saying, “yeah, we screwed up and we apologize – thank you for bearing with us”.
I wasn’t expecting anything except restored characters, and to be honest I don’t need a “reward” for being patient. I would have been perfectly happy for the security issue to be fixed to the point where it never happens again, but I know that I’m in the minority here.
So, thank you Trion! It was a crappy week, but your letter made me feel like you actually give a shit about me.