Closed for Three Days Due to Access Disruptions
False "System Maintenance" Explanation Revealed as Ransomware Attack
No Timeline for Recovery, Anxiety Growing
Fan Signings and Other Events Canceled
"No Possibility of Customer Data Leaks
Compensation Plan to Be Prepared"
Online bookstore Yes24 has been experiencing access disruptions for the third consecutive day due to a ransomware hacking incident, yet the company has not been able to specify when services will be restored. Users are growing increasingly frustrated with Yes24's irresponsible and delayed response, as the company continues to issue only formal notices under the pretext of "system maintenance," concealing the hacking incident. Despite all major services being completely suspended and a surge in damages related to reservations and orders, there is still no clear response plan or compensation policy in place.
All Services Suspended... Restoration Timeline 'Undecided'
As of June 11, according to Yes24, there is still no set timeline for server recovery. Yes24 is attempting to restore services using backup data; however, access to the servers has been blocked by the ransomware, making recovery efforts difficult. A company representative stated, "The gateway to the backup data itself is blocked, so it is difficult to access."
Since around 4 a.m. on June 9, when the access disruption began, all services on the Yes24 website and mobile application?including book search and ordering, ticket reservations, eBooks, the electronic library, and the reading community 'Sarak'?have been suspended.
Immediately after the incident, Yes24 announced on its homepage that it was "conducting system maintenance to provide better service." However, it was later revealed that the company was already aware of the hacking at the time and had reported it to the Korea Internet & Security Agency (KISA). This was disclosed on June 10 when National Assembly member Choi Sujin, a member of the Science, ICT, Broadcasting, and Communications Committee, released materials submitted by KISA. Yes24's initial response?informing users only of system maintenance despite knowing about the hacking?has drawn criticism from users.
Yes24 has drawn a clear line regarding the possibility of customer data leaks. A company official explained, "Member personal information is being securely stored without any leaks or losses," and added, "Order information is also being retained normally."
Currently, Yes24 is working with KISA to develop a recovery response strategy. A company representative said, "On the afternoon of June 10, KISA visited Yes24 to review the situation," and clarified, "Some reports that we refused KISA's technical support are not true. If there is an internal IT analysis team, it is an option to choose, and we are currently responding together."
However, the restoration timeline has not yet been determined. Yes24 is aiming to restore services within this week, but internally, the company says it is difficult to provide an exact schedule. The company explained, "We are preparing to provide prompt updates to minimize customer inconvenience, but we are cautious about mentioning a timeline prematurely, as it could cause further confusion."
Neither Reservations Nor Cancellations Possible... User Damages 'Snowballing'
As the service outage continues, user inconvenience is increasing. In particular, for those who purchased tickets for performances or sports events, it has become difficult to enter venues without proof of reservation or confirmation emails, leading to damages. With access to the website blocked, cancellations are also impossible, and the lack of clear guidance is heightening users' anxiety. Some users have expressed concern, saying, "I don't know if my preloaded gift certificates are safe."
Numerous events, including a fan signing event for the idol group ENHYPEN, have been canceled or delayed one after another. The agency Belift Lab announced, "The offline fan signing event for the release of 'DESIRE : UNLEASH' has been completely canceled due to the system failure." In addition, pre-sales for singer B.I's fan club, ticket reservations for actor Park Bogum's fan meeting, and additional ticket sales for group ATEEZ's concert have all been disrupted.
On this day, Yes24 held an internal meeting to begin preparing a compensation plan. The company plans to first establish compensation criteria and then review additional measures depending on the duration of the service outage. A company representative stated, "We intend to adequately compensate for damages caused by the access disruption, and for direct damages such as reservation cancellations, we are considering compensation based on the amount of loss," adding, "We will also prepare compensation measures for general users."
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