Feedback for BRENT I, at sixjoy

Brent,


The team continues to tell dozens if not hundreds of players daily they have no clue what support turn around expectations are. This is absolutely ridiculous that after 2+ months of hair-on-fire activity you have NO idea what your mean time to respond/resolve ticket metrics are. I've suggested multiple people to play the game and each player has has varying states of unable to play since the poe2 'early access' launch.

Surely someone there is working on reducing ticket load with regard to self service and automated support options instead of having players wait over a month for any kind of contact.

If this isn't the case and you really have no idea what ticket metrics look like and no one is improving the system then what exactly has the support money Ive given over the years been going towards? Because it sure feels like I haven't actually been supporting the game if this is the state of things.

As legal council, Im sure you can see where things are headed if players pay for something as described and its absolutely not what was advertised in that transaction.

Please look at updating the management structure within the game studio because it may appear to the external perspective that the marching orders have nothing to do with player sentiment or satisfaction but instead the perception is the team is solely focused on short term goals (ship content in a broken state to get supporter pack bumps) without respect to long term player attrition and thus shedding trust built over a decade that the game is in good hands.


Thanks.

the reason they don't give estimates is that they are just a guess heavily reliant on people behaving themselves, and by that i mean some people have no patience and constantly send emails, which i resetting their ticket each time placing it at the back of the queue, a queue which get's bigger then smaller depending on the issues people are having.

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Edmund_GGG wrote:

Apologies if you are still waiting on a response from our Support team. If you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

Why did you move this to HELP! Its feedback that should be escalated to Brent, not a support request. You didn't read this and just provided a canned answer: This is EXACTLY why Brent needs to be presented with this feedback.


Please put this BACK in Feedback. Thanks.

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Edmund_GGG wrote:

Apologies if you are still waiting on a response from our Support team. If you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

This isn't a help issue. Please move this back to feedback, as requested.. as it is FEEDBACK.