New Item Restoration Policy (June 2, 2009)

[Roanin]

Dear FlyFFers,

As you probably know, we have been experiencing an unusually high volume of customer support emails in the past few months. We apologize for the unusually long response times that some of you have been encountering. Our team has been, and will continue to be, dedicated to the task of resolving your customer support issues.

The majority of the customer support issues we’ve received fall under the heading of Compromised Accounts cases. These are also the cases that take the longest amount of time to resolve because they involve investigation at each step of the process (finding the accounts involved, tracking the items, re-creating the items, removing the items, etc.).

Before March 2009, the general rule was we did not restore items. Occasionally we made exceptions to the rule, but only under extreme circumstances. Then in March, we decided to change the policy so that we could help out users that had their accounts compromised. This was a part of our ongoing effort to provide you with the best service possible.

When we originally changed the policy in March, we thought that compromised account cases would represent a minority of the customer support emails we receive; however, that is clearly not the case. Unfortunately we must modify the policy again, because we simply do not have the resources to handle all the compromised account cases that we receive under the March 2009 Amendment. The new changes will enable us to respond to everyone in a timely manner. Please take a moment to read the new policy: New Item Restoration Policy (June 2, 2009)

Thank you for your cooperation and understanding,

The FlyFF Team