Rockstar Games Hangs Up on Its Customers

Rockstar Games Hangs Up on Its Customers

| Source: OC3D Interview Author: Mark Campbell

Rockstar Games Hangs Up on Its Customers

A few days ago I reported on the possibility that Rockstar Social Club Accounts have been Hacked and even after Rockstar has made a statements to several publications that this is not the case, but yet I still see more and more players reporting that their accounts have been stolen and have even read in several places that upwards of 2400 accounts have been compromised.

Here is Rockstar's official statement regarding the accusations that they were hacked;

"As confirmed yesterday, the Rockstar Games Social Club has not been compromised. However, it appears that attempts have been made to access user accounts using email and password combinations from an unaffiliated, compromised website or database elsewhere on the internet. For the accounts affected, we are in the process of reverting those accounts back to their original owners. As a reminder, it is a good policy to ensure that the Rockstar Games Social Club account username and password is not shared across multiple websites on the internet."

Today I have been speaking to one of the unlucky people who have had their account on Rockstar's Social Club Hacked and what he had to say didn't just leave me disappointed in Rockstar Games, but outright insulted at how badly treated he was by Rockstar Support, being given no help by the company, no ETA on when his account will be returned to him and was even hung up on when calling Rockstar Support three times.

Simply put if a consumer has recently paid your company $50 for your service should not be treated in this manner when this service is not provided and a customer should never be hung up on by support staff when none of his issues have been addressed.

The image above is from the email our unsatisfied customer received, telling him that his account had been updated with a new email address and password. When the customer received this email he immediately contacted Rockstar Support and informed them that his account was stolen.

Over the next few day, and several calls/hang ups later he started contacting members of the gaming press, in order to shed some light on this issue. He also made one final call to Rockstar Support, which he recorded and provided to us. It has since been uploaded to the Gaming Nexus Youtube Channel, which has been embeded below.

To summarize, after a member of the Rockstar Social Club has had their account hacked and has waited patiently for several days for a response from Rockstar after filing a support ticket, they can only get read an uninformative and unhelpful answer for support staff which is no doubt scripted by Rockstar. This one line seemed to be common the end of each call;

“Your case has been logged for further review. Our understanding is that there is no further help that we can provide at this time and we will now end this call.”

Even if the user interrupts the member of Rockstar Support staff while they were making this final comment they would simply hang up on them anyway. After other reporters investigated this further was found to be "standard procedure" for Rockstar support to hang up on support callers, which in my opinion leaves the concerned consumer dehumanized and unsupported.

When speaking to our unlucky GTA player, I asked what his thoughts were on this issue, his response was that this has been his "concern non-stop" since it happened and that after his futile efforts to get any meaningful contact with Rockstar that he "should have just pirated the game", he then commented on how happy he was that he did not input any more of his details into the game to purchase more of GTA's in-game currency.

Hacked accounts, Support Staff hanging up on Users! How bad is Rockstar's costomer service? http://t.co/WZx2NHHJG6 pic.twitter.com/3dZZPmVAI8 — OC3D (@OC3D) April 22, 2015

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