*Sniped un-needed stuff*
The logic behind it being this. As far as security measures go, it would make no sense at all to have a way to reset a character password strictly via email or even security questions. You may ask "Why Roachy, why?!?". Well, the answer to that, is that a great majority of compromised accounts begin WITH that email being compromised. And chances are, if the email has been compromised already, the person who compromised it probably will have no issue at all with the security questions, either.
Sadly this is due to so many people using the same passwords on all accounts, and to a great extent it causes pains for those of us who don't. But character passwords are meant, in the first place, as a last line of defense against anyone who would want to do harm to your account. So sadly, a Support ticket is truly the safest way to verify the owner of an account when resetting one.
I could go into even more logic regarding the issue, but I'm tired and on my way to bed, but hopefully my post will enlighten you (and everyone else) somewhat more regarding the importance of how it currently already works.
Please note: the below are suggestions
Yes, it's quite Usual for people's emails to get compromised, and yes they could even figure out the security question and change it etc... (This is a common problem on games such as WoW etc) but thats when you really should need to put in a support ticket, if your account has been compromised, then they could probably easily get your -Char password- reset taken care of too, "how?"
Theirs one major flaw in this whole new level of security, when they asked me the questions, I was asked a few simple things, "Wlan IP" Which can easily be obtained, and Char names, and then the users real name
if they say compromise your account, They could easily figure out Wlan ip most likely, and Char name is easy... because when you log in, and get to the whole Char thing, the game allows you to see your char names, So boom Free give away on the char names, The char names should be hidden until the password has been entered, this would stop someone from being capable of answering the Questions the Gm's will ask,
None the less, a char reset would be good, sure if they get compromised, then in reality its time to put in a GM Ticket.. Thats what there their for right? To help.. but making people wait around for a response (and some may not be as lucky as I got last night) may end up waiting and who knows these very people who are waiting could have paid money into the game (Invested funds though the item mail)
I might suggest that EE looks at WoW's Authenticator Reset form its pretty well designed, they could take a few ideas from them
but Please take my complaint(To consider?)
and the above "Fault" With the security layer and hopefully fix it please? if you really want to stop compromised accounts, Hide the char names (Until the password is entered) This will stop any account hijackers from knowing the char's names (Which is a requirement to get your char password reset based on the questions I was asked)
I know the logic behind it, and I completely understand it, but I also believe in options that allow a user to get into their accounts quickly and effectively, its been done before
As it stands With out the char name being hidden
"Your freely giving away one of the answers to the account"
people put bits and pieces of information together, (Social engineer, hacking/virus's, keyloggers, direct contact with the pc etc..)
hope the concern is taken seriously.