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[Agent X]

My name is Zlatto, its been 22 hours and 15 minutes since my last account login and the hand tremors and sweats have started.

Now my fob is not lost, it just seems that the Digipass GO6 “made in China” model I received in the Collector’s Edition box has a bad button. It was working fine for the first six weeks, but started acting up a few days ago. I would have to push the button multiple times at multiple angles to sometimes get a number to appear. I sent out a Customer Service request and received this:

I am Protocol Droid W6-C9 Human-Cyborg Relations…

I am sorry to hear that you cannot access to your account because you have lost your security key.

We regret to inform you that we cannot deal with your request through email. In order to protect your account, all Security Key issues are dealt with via our Customer Service telephone support.

I happened to be traveling at the time (on vacation with Mrs. Zlatto and I really did not have the time to call in and wait on hold for a live person) I did not loose my key, it was just acting up. So I suffered through the button mashing and was hopeful that when I got back home I could address my inconsistent access issues.

By the time I arrived home, the fob was giving me a number approximately every twenty presses rather than the previous three to five. I am in a guild called  Lorem Ipsum and we are a close knit group. We are friends in real life and are on instant messenger with each other through out our work days. When one of us is at work and another is not, the slacker will give them a play by play as they game. It feels like a friendly IM kick to the nards to remind you that they are leveling past you while you sort through mindless emails about some car that left the lights on out in the parking lot. So when I shared my frustration over IM about my malfunctioning key fob one of my guild mates (Deacon) reminded me of the app. Well, reminded makes it sound like I am from a warm and fuzzy guild,which is far from the truth.  It was more like he mocked me for being a technical Luddite with a fob, as the app requires no watch battery or rubber button to give me access. Makes you want to join our guild right?!

So I logged onto TOR and after 20-30 button mashes I was able to access my account info. I found the section on the left hand side that mentioned Security Key, and you can see what I get below.

Nothing about removing my key? I scoured the site for some way to remove the key from my account. Nothing.  So I sent out another request to Client Services, asking about removal of the fob.

I am Protocol Droid W6-C9 Human-Cyborg Relations…

Thank you for contacting us. I have received your transmission regarding the removal of security key in your account. However, we regret to inform you that we cannot deal with your request through email. In order to protect your account, security key issues are dealt with via our Customer Service telephone support.

Oh my. There is no route for self-service in relation to a process that is set up via self-service?

When I called in to start my removal, I got a nice welcome from the Doctors and then was informed that BioWare was experiencing a high volume of calls. I am not a specialist in Customer Service, but I would think that allowing players to self service a process that is added via self service would help shorten the long call waiting lines.  I only had a short time before I had to do some errands so… I still have a malformed button, my crew is not working and my guild mates are leveling ahead of me. Looks like my lunch hour will be on hold for me being on hold. My fob has given up, what flarking koochoo designed this process?

My name is Zlatto, its been 22 hours and 52 minutes since my last login. My guild has left Hoth without me, I am alone.

Let us know your experiences with they security key system and process!

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