General

I am honestly very curious about Nexons ticket system

This is not yet another criticize-Nexon-OMG-I-got-hacked-and-they-never-answer-my-tickets-I-hope-they-burn-for-all-eternity thread. While the company certainly deserves a certain level of criticism, making threads about that is pointless.

I am just genuinely curious about how they scan, observe, and handle their tickets. My girlfriend's account got hacked during or right after the Evo Ring III event. The situation of her hacking was kind of strange since she had actually not played the game or logged in for some months, and I was just logging on her account to get her some Evo Rings in case she decided to start playing again. I never used it or talked or anything, just AFK'd for Evo Rings, and a couple weeks later, she logged on to find most of her stuff and all her mesos gone. She wasn't super strong, but she had spent an ungodly amount of money on NX and she had some nice stuff you can't really find anymore like a Unique 3-line VIP mage shield. Nexon has yet to reply to that ticket she sent or any of the subsequent ones she has tried occasionally over the last few months.

Now, her brother got hacked the other day. He found all his stuff gone yesterday or Monday, I forget which. He was an under-funded Aran who hadn't spent even a fraction of the money or time my girlfriend put into the game. He put in a ticket. And now, today, Nexon replied with 75k Maple Points.

That was a very prompt reply. Was this just dumb luck, or is there something we're missing about why Nexon would ignore some tickets and answer others of the same nature right away? This is a question that has been asked many times, I'm sure, and we'll probably never know, but it would just be nice to really know how Nexon handles their ticket system. It's very confusing to me.