BHVR has a policy of suspending accounts for contacting customer support, I can’t play DbD anymore
for context of the situation, I reccomend watching this video:
But basically, not only are cheaters STILL framing others and as such getting innocent people banned… but BHVR’s own policies make it to where you can have your account suspended for contacting customer support to get unbanned from DbD
That’s right, your BHVR account can be suspended for contacting support
In what world is banning people for contacting support considered okay? No other company with a customer support system ever does this.
It upsets me greatly that not only will I possibly be falsely banned because BHVR have yet to address cheaters impersonating or framing others, but also that I may have my own account suspended for trying to contact customer support, and never given a fair and proper chance to appeal
So I don’t think I can play Dead by Daylight anymore. I am afraid of a cheater impersonating me, and I’m afraid of having my account suspended for contacting customer support.
If BHVR does not address this issue, fix their absurd policies, and reinstate the accounts of those unjustly banned or suspended, then more and more people are only going to grow more afraid to play this game.
There is also legal issues. If a customer who has spent a lot of money on DbD gets falsely banned, and gets their account suspended for having the audacity to contact customer support, they could possibly seek legal action cause the content they paid for was taken away unjustly and the customer support, who’s job is to address issues customers face, suspended their account and actively prevented them from seeking help
I love dead by daylight and I want to play this game, but I fear the loss of the content I not only paid for but I also spent hours on. I do not want my progress taken away from me because BHVR doesn’t care.
Comments
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This doesn't add up. Either your account got framed by a cheater so you contacted customer support, or your account got framed, you got banned already, in which case BHVR doesn't have to ban you twice...
Am I the only one to see the inconsistency?
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Saw the video.
Pretty concerning and sad.
I hope they find a solution.
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I can partly understand you.
I regularly have cheaters in my lobbies. Maybe I'm just a bit unlucky because I hear from others that they never have any problems.
I once had a very creative cheater (surv) in the lobby who didn't give bonus values to his own character but to the other survivors. I really wondered why I got a health status out of the blue several times during a chase or why the killer couldn't hang me on a hook.
It was only after some time that I understood what was going on. Whenever he healed me, the heal progress bar kept making small jumps. I thought he just lucky and got a lot of skill checks but that was the moment when it lined up.No idea whether BHVR can/will actually accidentally ban players due to such actions, but it is a fact that the cheat protection and the measurements still leave a lot to be desired, a server-side validation is desperately overdue and would solve a lot.
However, I also have to say that if I created a report about a cheater with video evidence in the ticket support, all of these cheaters without exception were banned, which at least has to be given positive credit to BHVR.
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I know that BHVR is sometimes very sensitive to criticism, but I have never heard that you can only be banned by contacting customer support tbh.
If that were the case, it would be very frightening and if that happened to me, I would also be very disappointed.
Since this cheat/hacker problem in this game bothers me a lot, I haven't spent any money for a long time until something changes here, that's a deal breaker for me.
On the one hand, I think the quality improvements and especially the killer design (chase music and mechanics) are outstanding, but that doesn't lighten the fact that I regularly come across cheaters in this game.
The financial damage to me would be therefore rather limited because I don't support it, but I can understand people who sometimes spend hundreds of dollars on it and have lost a lot more as a result.
This is a gross quality deficit that should not exist.
Bans should only be carried out manually in absolute exceptions and then only if it is 100% verifiable and justified. The rest should be carried out automatically using the correct anti-cheat measurements, which can only work based on competent server-side validation.No matter what EAC update, it won't help here.
It's like trading in your Porsche for a Bugatti Chiron. If you don't have fuel (server side validation) to drive it, it sits in the garage like the previous Porsche and doesn't serve its purpose, period.
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Honestly the evidence presented in this video is scarce at best and I would not trust the video-maker specifically with giving me an accurate depiction of events, it takes more than a phone picture of a screen from twitter and the luring threat of being suspended from customer support based on what evidence again to convince me.
I'd like to see the evidence of what people say and do to get suspended. But personally I have had many many talks with customer support and I don't think I have ever had a response from a robot, except the ones that say that they received my mail and are waiting to get to it. I mean Hell, if people cant write a nice message use chatgpt to help you.1 -
People only get banned from contacting Player Support for harassment - so there's that, you do not get banned for contacting our Player Support about an appeal for a current ban or asking a question that you need an answer to.
With regards to the video in question - sorry but the information is not accurate. Hackers do not get players banned for impersonating their accounts, this isn't something that happens and this is not the reason why bans occurred. You can also not get banned for someone randomly cheating in the game, and it making it look like you were the cheat.
With regards to ban appeals, they are handled by our Player Support and when an appeal is made the information is checked very carefully once again, and by more than one person to verify. All players are entitled to go through the appeal process but once that appeal is denied the process is ended and your ticket is closed, as well as any future tickets that you make on the subject. Again, this does not ban anyone for access to our Support services.
We actively encourage players to reach out to us if they're suspicious of a player in their game, we have a player support team for these very reasons.
We understand how frustrating it is when there is a cheater in your game, we have described the issue as an arms race due to the nature of it - ie we fix said cheat, new cheat developed - round and round in a circle, this is the same that many if not all online games face. There are always developments made on our side and will continue to be developments, as explained before we cannot discuss these matters as we will not give information to the people developing these hacks our ways to combat them.
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