Rappelz: This is How Gala-Net Treats Paying Customers (MemberZone)

By MemberZone,

I have been a dedicated, loyal customer of Gala-Net for five years, playing their USA version of the free to play game Rappelz. In the last two years I have noticed a substantial change in the management of the game community and the game community itself. I have been a vocal venter throughout this time, making complaints about Rappelz on the game's forum to draw attention to the problems and hopefully bring about change. While other games want to hear feedback, Gala and its Rappelz community managers and forum moderators seem to punish their players for offering criticism.

I was hacked in/around the beginning of November 2011. I lodged several complaints to Gala-Net at around this time via email and telephone. After multiple failed attempts to speak with a human I ended up playing the "press 0" game and leaving messages for random employees at the company's Sunnyvale, CA location.

It was only after I had sent out emails to individuals in several different Gala-Net/Gala-Lab offices, including the board of directors, management from other Gala enterprises, that I finally received a telephone call from an individual who identified himself as "Jason" the "community manager".

I advised "Jason", in/around the middle of November 2011, that not only was my account hacked and items stolen, but that I received an email from a third party website where they sold in-game money (rupees). The third party website advised me that my order had been rejected. It seems as though the hackers obtained my personal information via the weak security of Rappelz and then attempted to purchase items with my credit card.

Jason, the Rappelz employee, advised me that the company was in the middle of a new epic that was to be released soon and therefore they lacked the resources at that particular time but upon release people would be moved around in the company to handle the problems.

Jason asked me to be patient. My account was eventually restored, however no details regarding the hacking, no follow-up regarding the identity theft- what, if anything, the employees of Rappelz were able to find that I could then pass on to the authorities.

Fast forward to Friday March 30, 2012 where I, still patiently waiting for a response from Gala, notice on the game's website a 'goodbye thread' for a GM named Kyodan leaving the company. If you will recall MMOBomb did an interview with Kyodan regarding the hacking epedemic and customer service fiasco. Kyodan's responses were 'cookie cutter' comments that failed to impress the community.
I posted a comment on March 30, 2012 with my opinion that Kyodan did not deserve the accolydes that he received as an employee of a company who failed its people, as a community manager that failed to mange the community. Shortly after I posted my post I tried to log into my account and found I was banned.

I have not received any notification whatsoever as to why my account was banned. I have sent in multiple emails to the company and once more tried to navigate the company's telephone system to speak with a human. I managed to make contact with one employee, who took my email to look into things, and after that I saw someone from gala had tried to call me back once. I have followed up with two more emails. No response. I should not be surprised. My patience snapped.

I contacted Sunnyvale, CA police and upon advising of my concerns was told to make a report to the FBI and have followed through with the recommendation as it relates to identity theft. I further stated in my complaint that I had concerns that the hacking may be from within as I felt that the failure to respond to customer emails in a timely manner/if at all, alluded to a cover-up.

As of today, the USA Rappelz gamers continue to be frustrated. The hackings continue to be epidemic despite players changing their passwords. The hackers get access to the warehouses despite the added warehouse password which was supposed to be a security issue. The company was supposed to have a customer appreciation event but could not bestir themselves to give the community a decent Easter event.

Meanwhile, players are quitting, others are begging for servers to be merged as the player base dwindles. The complaints of the gaming community are shut down by the forum moderators at the direction of whatever GM remains in game and/or their bosses. There is a policy now that all complaints regarding hacking must be put in a single forum topic- an attempt by Gala to clean up the visual pile of complaints into one little area so as not to appear as though it's a big problem. The 'out of sight out of mind it doesn't exist' solution.

After all the disposable income that I have spent on this free-to-play game I never considered it an investment, but I certainly did expect better treatment from the business I have been loyal to for five years. I also did not expect the poor quality control regarding customer service- the company having abdicated their responsibility, leaving the job of communication with the players to forum moderators (at least one of which who hasnt' played in 3 years) who provide inconsistent and at times snarky responses to the concerns of the player base.

Currently my Hidden Village Pass, purchased from Gala, is running out with no explanation. I'd gladly accept a reimbursement of all funds I have given Gala in the last five years but I suspect somewhere down the line all that the community will receive for an explanation is the comments of another GM used as cannon fodder by the company.

Thank you MMOBomb for responding to my email within the day you received it. It's been 17 days since I was banned and I still have not received a response to my inquiries. I should have told them in email I was wanting to spend more money on their game. That would have garnered some results, no doubt.

By Lixi, Fenrir Server

About MemberZone: MMOBomb.com is all about the Community, our readers opinion is very important to us and they have a lot to say, that's why we have a section on MMOBomb called MemberZone. That's the place to broadcast your voice. Send us your bomb here or contact us via email.

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MemberZone is a forum where our readers can submit articles talking about thier opinions on the latest news in multiplayer gaming. The opinions of the author do not necessarily represent the opinions of MMOBomb.com or its staff.

Discussion (110)

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Name (Required)RubixCube 9 years ago
Here is an update on the situation regarding my Rappelz account stolen almost 1 year ago today (today being 04/05/2014)...

Gala REFUSES to give my account back stating they cannot prove I do own the account...
This is after I provided...

Paypal receipts from where I bought gpotatoes from them since they went live ...
Past customer support tickets (which are UNIQUE ). I had my account stolen before and they got it back for me in a matter of hours....it says it black and white right on the support ticket.
and they have the ability to look up ANY support ticket ...they keep a record of those.

But...they just REFUSE to give my account back.
So...I'm telling you from experience.....and I hope this helps someone if they are deciding to play or not...

Rappelz ...Gala...they don't care about their players. All they care about is selling gpotatoes.
They just dont care.
They refuse to do anything about all the hackers breaking into peoples account and stealing everything.....it happens every day..literally. So....again....player beware.

Failure13 9 years ago
Agreed. No customer support at all, mod corruption and the like.

when flamed, abused and stalked to every post anyone outside the corrupted community makes,
The CM's or game main moderators ignore all certain proof and I managed to get one mod to admit in strait up plain text that he was flaming and harassing me.

I am not alone though. I have multiple threads as complete proof it is a fully corrupt community and run by a select few people the that quite literally run the servers population so long as the volunteer mods are friends with them.

Lara Dyason 10 years ago
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Slovak 10 years ago
Well, we all know that Aion is a korean game that came out in around 2009 if i remember correctly. I started playing it since open beta and never have i ever seen ANYONE complain about an account hack/stolen. They have a really cool security. After entering ur ID and password, you will b taken to ur toon selection screen. There, once u select ur toon a new mini-window pops up where you have to type ur sectret combination of numbers. There will b a mini number pad shown in this window, where every single time u login/logout, these numbers will b randomized making it impossible for keyloggers to get into ur account.
A double layer of protection for ur account if u will ;)

Rockst 10 years ago
This sh*t is not only about rappelz but about other games from Gala too
the same thing goes for all their games.
I got hacked in Fly For Fun about year ago where mass hacks occurred, and i'm waiting for restoration over a 8 months so clearly their costumer support does not what it should do....

Lixi 10 years ago
Your 'you must have done something wrong' suggestion makes me think of pimple faced tubby twats reading off 'help desk' directions on the phone at the telemarketing job they got with a computer product company. In other words: redumbdant. In other words: So stupid you've returned for seconds of your own stupidity.

My gaming comptuer was stricktly for gaming. No emaiing, no facebooking, no streaming anime *vomit*, no downloading music.

For your information I stopped downloading midget and rat people porn years ago. Unles it's a small world afterall and one of the ankle biters took my real life information and stalked me to Rappelz to cause me to be one of hundreds/thousands of account holders who over years and years of gaming there, have been hacked/etc multiple times and continued to be hacked after I was banend for complaining about customer service/hacking and calling otu attempts of Gala to obscure the identity theft/financial theft concerns I was expressing.

Nevermind the fact that gala has made people change passwords because Gala data base was hacked/interfered with/corrupted....but hey, that's my fault, you're right on that......for beign stupid enough to play a Gala game.

Accounts aren't getting hacked left right and centre.


I don't know about today, but I know about the situation when I first posted here.

Actually, quit thinking together.

The lightheadedness you must be feeling is a direct result of some of the assanine comments you made in your post.

The problem not being with Gala and hacking when you in the next sentence blame Devs inability to code protection.... the devs of course being employed by gala. But it's nto Gala's fault for creating a crappy system.. no no, it's the fault of the crappy workers.. that not crappy GALa hired and mentored and trained and keeps employed.

But it's not the fault of Gala.

It's mine.

For being on a porn site tha tI wasn't on.

Just stop thinking.

Biros 10 years ago
Korean MMOs generally have very weak protection. It is because they're developed in Korea, and the law there allows for weak protection. I mean, you need ID to register to games, you're not allowed to play past certain hours, etc. etc. Accounts aren't getting hacked left and right there. And this is why Gala can't do anything about the hacking problem. It is a problem with the devs' inability to code a protection. Gala, in none of their games, do any of the coding.

You need to be extremely careful with your info with Korean games. Nobody can know your account name. Your password has to be on the border of a full sentence in German. Some long string of letters and numbers that only you can know.

On to the rest - according to the agreement that you accept by using Gala's services, you're not allowed to say anything bad about any of their staff on the forums or defame the company on their forums. In that case they had the complete right to ban you, and they didn't owe you anything. No, this had nothing to do with the identity theft.

PS: In the future, stick to MMOs made by Russians or Europeans if you want security. We know too goddamn well how to do it.
PPS: Actually, quit gaming. If you think you getting hacked means you have to get the FBI up Gala's ass you're wrong. Getting hacked was most likely your own fault one way or another - visiting porn site, visiting some pirating site, visiting some movies or anime streaming site - all these are borderline sure way to get yourself hacked if you're not extremely careful.

dawn 11 years ago
well, luckily that i quited the game quite some time ago, then when I WISH to go back and play but couldn't find my genie, i somehow quited. Now i am finding new online game to play

Lixi 11 years ago
Just another update. July 18, 2012.. still banned, sitll no answer why, they in effect stole money and failed to provide a service/reimburse. On the plus side, I hear everyone and their dog is still being hacked on multiple occassions on Rappelz and I'm playing another game :)

Lixi 11 years ago
Just a quick update... the only response from Gala regarding these concerns have been via their request sent to Mmobomb.com to have contact information that was posted in here by another posted removed. There has been no response to my further inquiries. I have left three more voice messages for random employees at the company as they do not make it easy for people to contact them, sent in 2 more emails, and filled in a customer service form at their website with my contact information there as well.

Clearly they care more about people not contacting them than they do servicing their customers.

The items that I have purchased via their cash shop are not accesible due to the continued ban, no reason has been provided regarding the continued ban, no response has been received regarding my concerns that my personal information has been taken and so forth and so forth.

Ed 11 years ago
Based on my customer service experience with Iris Online and Luna Plus, I'm not surprised. gPotato's service quality has dropped A LOT in the past 1 or 2 years. I'm not sure why.

During Luna Plus' prime (when they were still Luna Online), gPotato's service was exceptional. Then several key GMs left (such as Saphars) and that's when it went spiraling. I guess gPotato was facing some internal issues and employees left for better opportunities, which caused things to go from bad to worse.

View 1 reply
McClintick 11 years ago
You have right to be angry but to wan't a full refund of every cent you ever put into the game is selfish and unreasonable. You still got use out of everything you baught, only thing to expect would be your hidden valley pass. The hacking is a result of a third party they technically had no role in your account hacking. Nor should you expect any refund for the player base decrease or game experience changeing, again technically the game is not directly responsible

View 1 reply
Lixi 11 years ago
Lmao- pretty ridiculous isn't it? That Rappelz would ask Mmobomb to remove comments that their moderators pasted on Rappelz forums and that I posted here. They are more concerned for how their moderators are called out for their behavior than their customer base's frustration with the company's response to the hacking.

Rappelz also hid the thread on their forums that was started by another player who linked to this article/commentary.

19 days and counting. Still no response from Gala.

View 1 reply
SnakeDoC/flyingright 11 years ago
Now not only are they able to censor us over on that site but they can do it here too.

khjir 11 years ago
so, this company has time and resources to monitor internet, mmobomb in this case, but can't resolve hackinging problems? even more - they have resources to send complains about coments here, but can't provide customer support for their clients? that's... oh well, ty mmobomb for a players voice here:) keep it up. this kind of articles and issues should be covered in your videos aswell.

TheGamer 11 years ago
Oh my...Thats why iam thinking about stop playing free mmo's, all companys do the exact same thing...I wanted to try Rappelz, then i read about that hacking back in 2011, well looks like the company dont give a f*ck to the players, and that makes me sick.They simple try to shut down everyone who talk about hackers, "because the less people know about it, the more idiots buy Cash".

Its sick, just sick...

View 1 reply
Simms 11 years ago
One word, Corruption.

Exodus 11 years ago
lol, i am not surprised of this outcome, gala really did go downhill when their last supportive gm stepped down (GM Chris), and i myself was banned too just because i used an email that had a "Different Region code, hence we of Gala-Net will not allow continued usage of this account" (actual words from the last e-mail that i got from them).

At many aspects, Gala is starting to become just like Nexon (in which if you didn't know, alot of accounts were hacked dry, and my account was no exception), in which both had bad customer service, in Nexon, i got banned by nexon just because of posting the hacker's name and IP address in their forums, even if it was a legit reason and i was not the only one who got hit by this hacker. As for Gala, they just left me out to dry when i asked on why did they suddenly ban my account just because of an email with a different region code.

cacalips 11 years ago

miniv 11 years ago
Can you believe it (yes, I can)? The forum mods or the GM's removed the thread on the Rappelz General forum with the discussion regarding Lixi's letter here.

View 3 replies
SnakeDoC/flyingright 11 years ago
<strong>COMMENT REMOVED:</strong> In response to a complaint received by the Gala-Net Inc, we have removed this comment.

View 1 reply
Aby 11 years ago
This Muah clealy is a Baha idiot...If he had a nut sack attached hed identify himself ...you know IGN???? Funny how so many hide behind the net and choose to troll knowing no one knows them...Net courage is so cool bro.......
Lixi is speaking the truth, everyone knows it and for those of us who enjoy this game it sux that they let such a promising game wither away......Until Gala decides to upgrade what they need to , were going to be faced with this issue.....

View 3 replies
zirke 11 years ago
heh i was banned for having a virus bleh

Nexthazard 11 years ago
I lol xD they remind me of (Ijji) But aeria took over so im happy xD Hope ur acc gets un-banned and u get reimbursed :D (if not u could always take up the ways of the guys that took ur account) hehehe

Leza 11 years ago
Wondering, you hate the moderators? That's the gist I'm getting here. I don't care for them myself since I got warned couple times, one for posting a pic and one more for mentioning about privet server. I did not whine on the forums though. Only walked away.

View 1 reply
Lixi 11 years ago
This is how Thundernik, a Rappelz Forum Moderator, responds to this post and this author no the Rappelz forum post referring people to this article, as a representative of the Rappelz gaming community.

by thundernikk » Tue Apr 17, 2012 3:46 pm

cyberstone wrote:
Read the article, the ban seems strange, would be nice to see some topics or comments on these forums that are directly related to that person/incident.

It was Lixi...(Spelled with a "y" here lyxi would be the author search)

Should be self explanatory, but do an advanced search for author and draw your own opinions on the player.

This is how another forum moderator and representative of Gala responds to the concerns of its membership:

Re: Rappelz makes mmobomb !
by servedbyrinoa » Tue Apr 17, 2012 2:19 pm

Love how I am the main show in that article.

You guys do know that I made the decision to move all hack threads into one thread. Gala-net didn't tell me to do anything regarding those.

Leza 11 years ago
I used to play but stop when my account got hacked up and was told they could not help me since I shared my account with some in another nation. I resent email saying that might be the hack, but was told by their worthless cs the case was closed. I posted my complaint on the message board, but it disappeared. I believe the moderators or game master hide stuff they don't like. One think I do note is gala can't keep games long. My last visit to the website, they lost Luna, TR and the game named after a car.

View 2 replies
Anon 11 years ago
Gala was a hell of a lot better when Chris was head gm. Such a pity he stepped down.

stranger 11 years ago
I got one rule for gamers Never be a fan of a gaming company. The company starts off being nice and responsible but when they get big they don't give a dam about you. All they care for is finding ways to get money. If people start leaving and they start losing money, then they will do something but after that, they go back to being some greedy ass company who don't care about you again. Sure you can be a fan of the game but don't be a fan of the company.

Cyberstone 11 years ago
I must say I disagree with the wh being hacked, at least in my experience. Just about a month ago another one of my alts was hacked (of course after the first alt of mine was hacked 6-7-8 months ago whatever it was I changed all passwords). All the hacker took was 25 mil rupees from the character, didn't even bother taking loot pets, feathers and other valuable cs items that would've netted much more than the pathetic 25 mil he took.

Also, safely in the wh remained my 155 WD with its d3 equips. So I think warehouses being hacked are a myth.

But overall have to agree, their customer service and weak reasoning, explanations and FINALLY taking responsibility after a year or two of hacks is epicly lame and pathetic.

View 1 reply
Alyde 11 years ago
I've never really favored Gala-Net or their games--not necessarily bad service, but hearing complaints from other friends, it actually sets me off. Your reason is valid, I absolutely commend you on doing what you did and I sincerely hope you keep fighting for it. You're one member who has stepped up to fight for what's right, and I hope to see more like you. Good job, Lixi.

Lixi 11 years ago
Magicman, I had heard that "free to play cast" on youtube but I can't find it. I recall the commentary and I recalled feeling embarassed at having played the 'game' as long as I had but also could hear in the 'play cast' the almost snickering like response to Kyodan's comments. I agreed entirely with the assessment.

Not only were the concerns taken seriously, but the problems have contineud to escalate and the company seems more unresponsive now tot he community than ever. They are content to push al lthe 'hacking' concerns into one thread and show more concern over a GM/Moderator being maligned than the players being hacked.

This is one example where the idiots (lower end employees/moderators) have taken over the assylum.

View 1 reply
Vanquish 11 years ago
I'm not a Rapplez player, and I've never been one, but as it seems your complains doesn't get the right response and even though you've been told to contact the FBI for identity theft it still doesn't seem very right treatment to its players. I think that if you want to get a deserving attention you should sue the company for lack of assistance to the client or something like that, I'm sure theres something that can be taught them if you can find the right department to hit them in.

View 1 reply
AnotherPlayer 11 years ago
Now i have never been hacked and account issues at all. However it seems the American Run servers are just awful. Korean services are at their all time high with tons of responses and millions of happy people, here its just a bunch of friends who wanted a free game to play together. I wanted to be the next guy to not spend a single penny and get to 200 on my own but dungeons have little to no interest as no one is low enough when i log to help, they just all reply "Get a E3 Angel" which is in the billions. If anything Gala-Gpot should sell their rights to one of many companies willing to take up the slack in this coming age of next gen MMO's. With the right team they could squash some of the big names and even revive a game that has a decent system to it. I haven't played in over 2 years due to just losing interest in the major grind.

View 1 reply
Magicman 11 years ago
I am going to skip any commentary on the game itself here or it's community, but I can say that when we covered the Rappelz interview with Kyodan on the "Free to Play Cast" we tore the answers apart. They were generic company speak replies to legitimate problems players of their game were concerned with and they were not taken seriously in my own personal opinion.

View 1 reply
ZaneLear 11 years ago
I read everything he had posted and wow... I do feel quite horrible and bad for him, it seems most game companies/host portals are doing this sort of thing now, I have accounts on games all over the net banned for no reason, maybe someone hacked them and did something, and yes I was also banned from their site/games aswell.

Really needs to have more security all over, I do love tho that I was banned from WoW and I never played it, sure I had an account tho it was so I could dl the game and test out a private server, I find it odd how "We are going to ban you for trying to sell your account and or ingame items for money" and I never touched the game...

I do hope something good comes out of all this for you man, karma will get them and they will be crushed!

View 1 reply
SnakeDoC/flyingright 11 years ago
You are right my password was the same but to let you know as all my passwords. I change them every 3 weeks and never had a trouble until Gala net was hacked. I am forced to change passwords for work so i change them all. I would say Rappelz but all the other rappelz host don't seem to be having this issue. So in short if Gala was not hacked my email would not have been hacked. So please stop sounding like customer service and pointing the figures at me. Regardless of the passwords being the same or not. Gala-Net already admitted they had a major issue with their log in page. SO yeah maybe I should have not used the same password but on another hand they should have better security when requesting a password from me.

View 1 reply
Lixi 11 years ago
Death threatts? I threatened to mruder someone's children? Iv'e said a lot of nasty things in chat to idiots, of which I think your'e one, but to accuse me of that? That's rather weak?

OhCanada 11 years ago
Oh Lixi maybe it has something to do with your nerd rage in game as well. Or quite possibly the death threats you make to people and their children. Quit acting as if you're this innocent little victim. You deserved everything you got. Once you threaten to murder peoples children and burn their houses down you deserve no sympathy. Too bad whoever got you didn't do more damage.

View 1 reply
SnakeDoC/flyingright 11 years ago
If you did not care why bother replying.

View 1 reply
muha 11 years ago
Yea, im sure crying like a baby everywhere and spitting nonsense, calling the police, the FBI is all gonna help ^_^

i dont even know who this fenrir crybaby is, nor do i care... i just found it pretty funny that "it" wrote an article crying about it.

and if your hotmail account got hacked its because you're stupid and used the same passwords, since you never have to put your hotmail password for anything related to rappelz... so yeah gj on setting passwords as "password", "qwerty", "123qwerty" and so on.

ps: i totally work for gala and the hackers, this is all a massive plot to get all your moneiz and im in it, kekeke ^_^ all ur moolah r belong ta me

View 2 replies
SnakeDoC/flyingright 11 years ago
MMObomb is very good at helping communities. As for muha with your comments it sounds more like either you work for gala or you work for the hackers or maybe you just have a childish love for lixi that you must feel the need to bring over here when she is trying to get shed some more light on the players getting screwed over. She is not the only one that would love to see something done about this. Not 2 days after my gala-net account was hacked my hotmail account was as well one that I have had sense 1998 and never had a single trouble with.

I am also sure muha that if you are a true player you know someone that you may call friend that has been hacked because of this by making the comments about Lixi is nothing more than you making the same comments to your friends. So think before you run your mouth....

View 1 reply
muha 11 years ago
errrone should call da FBI ! tis is outrageous! dei be stealin ma identiteh

View 2 replies
Lixi 11 years ago
I should have included concerns from other gamers who have had their emails hacked, their personal identity stolen, and have had to cancel all sorts of cards/financial relationships because of being hacked via the poor security of the game only to then be made to feel like beggers when contacting Gala/Rappelz for assistance. Thank you for the positive feedback to my fellow gamers and ty to MMOBomb for your professionalism and great 'customer service'.

Rufinus 11 years ago
wow i know what you mean if i was you i wont give up until i got my stuff back.

muha 11 years ago
LOOOL its not enough crying on forums, you have to make an article about it on other sites crying about it? dats srly sad!

Fenrir is the new Pantera it seems D: filled with crybabies.

favorite paragraph:

I contacted Sunnyvale, CA police and upon advising of my concerns was told to make a report to the FBI and have followed through with the recommendation as it relates to identity theft. I further stated in my complaint that I had concerns that the hacking may be from within as I felt that the failure to respond to customer emails in a timely manner/if at all, alluded to a cover-up.

ty for teh lulz ^_^

View 2 replies
Hendo420 11 years ago
I have been playing rappelz for over 4 years and it makes me sick how everything has been handled.

I have been hacked 4x, because of this i no longer play. No one plays anymore.

View 1 reply
SnakeDoC/flyingright 11 years ago
Very good article and I agree with you just like I did back in Nov. 2011 when I was hacked as well. The trouble is not with the game the trouble lye's in Gala-Net shit website and gaming portal. Look at all the other company's that host Rappelz in out country's they are not having this issue. I even talked to a mod and told them to turn down the forum split the site from gaming server issue out a mass password reset and rethink their website. How can these other country's host this game without hacking but Gala can not. Only thing different is their website and shit forum that any good hacker can hack in 5 minutes being it is PHPBB.

"Anyone" from unicorn 11 years ago
how am i not surprised.....

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Getting the WvW Restructuring permanently online is the first priority.

By QuintLyn Bowers - 1 week ago