Frogster isn't playing along with Cpt.Z3r0, a hacker who resorted to blackmail and account theft to voice his views about the company's customer service and forum culture. Frogster, which publishes Runes of Magic, was stung by the release of over 2,000 RoM account names and passwords to its public forum last month, and has since been working to repair the damage done to its security systems as well as its reputation.
"Our team has to focus and work on making the system more secure, on managing the whole incident. It means that they can't work on their regular goals and targets, like making events for the game, or improving it in other ways," company COO Dirk Weyel told GamesIndustry.biz.
A police investigation into the hacking incident is ongoing, and Frogster is tight-lipped regarding any possible changes or improvements to its customer service apparatus, preferring instead to concentrate its PR firepower on the anonymous hacker. "Why is someone so angry? Why do they want to harm Frogster and the user base? Obviously, in any community you have people who complain. Some of them are reasonable, and some complain in a way that is unacceptable," Weyel said. He goes on to acknowledge that Frogster's community management isn't perfect, and that open and transparent communication are the ultimate goals.