Has anyone here ever really gotten help from support? genuine question.

Hi lads, on release I made the mistake of creating a second sub account which now exists next to my actual account and the characters are on the account that doesn't have the 30 bucks from buying the game in EA. Naturally I contacted the support on 15.12 (which will soon be two months ago).
After one month I only received a response where the support guy asked me what characters I have in the game since I contacted them through E-Mail (i only later found a support form on the PoE website, not sure if that would have done anything different, but I highly doubt it). Idk why that step is necessary but after I responded with my characters I heard absolutely nothing.

My first impression with their support system is that it is most likely very archaic, considering they are also using E-Mail support, which is probably also the reason that nobody ever really receives any help as they are too busy reconfirming identities and pointless non-helping things like that instead of putting all of that on a website where you can just log in with your name and password so they would already know it is you and wouldnt have 1 month inbetween responses. I mean they already have a website, why is it so hard to implement a support system there?

Long story short, has anyone had a similar issue and how long did it take to get it resolved? It doesn't feel like they are doing anything about the thousands of tickets they have except for damage control and postponing.

I experienced the same thing, for the same issue. I also attempted to contact them through the email initially, got a similar response asking for character names and transaction information, and then complete radio silence.

I tried submitting another ticket, I tried contacting them through the support link here, I tried reporting the message from the purchase, and have tried posting in a couple of different threads here; I've heard absolutely nothing in reply, beyond that initial request for more information.

Let me know if you manage to get anything done, but don't hold your breath.

I had a bunch of support tickets (emailed support@grindinggear.com), last one was like 5 years ago, and support was very good. I always got my response/resolution over night.

Yes, I have interacted with support through email and would rate my experience 10/10. None better.

The crew
bit off more than it could chew
in releasing PoE Two

..much more. They're playing catch-up with the work load.

Yes many times

I sent an email for help over 2 months ago, and haven't had a single reply.

On EA release, I moved 185 coins to our guild and it instead transferred to our PoE1 guild. Support was very slow at getting back to me, and it was the same thing. They emailed me back asking for more information (a bit over a month after I emailed them) and I haven't heard from them since.

I have a similar situation as the OP. Waiting since 18.12. for an answer.

They can hire as many people as they want but with an underlying abysmal system without direct account recognition (that is intentional built that way) there will be no real improvement.

A bad system will not be better and faster if more cooks spoil an already spoiled broth even more.

Same situation and same date reached out, Dec 15th. Got a single canned reply on Dec 30th asking for more account info which I provided, then complete silence. I just want to run this game from my steam account, and accidentally activated the EA code through my email that isn't tied to it and not steam. The fact that it's been 6 weeks is insane.

Bro... A few hundi people in NZ. They are so far out of their depth right now.