Support Email Response Delays

OVER 3 WEEKS NOW!


Sorry but there is just no excuse for that.
Also they didnt even bother to implement a support system that actually enables them to professionally work for a support of this magnitude.
And yes getting an automated mail to your junkmail that an email cant even be received probably because of a full inbox is rather bad ...
- the same applys to first answers often beeing copy paste texts

I mean it is pretty obvious that the worst possible system is an email system:
- where everyone writes without any form making every mail a riddle to solve
- tons of extra mails required because nobody knows what data to send
- tons of extra mails because ppl dont even get a message that their support-request was even received

I also doubt that they are even able - with a system like this - to monitor common problems and work faster by solving similar problems at once or at least in a row to reduce time needed to solve problems.


They should also have known that account-linking will be an issue and should have added systems to either make people buy it on the platform they also bought POE1 or at least made MTX etc. accountwide for linked accounts no matter what.


If people get there EA-Revoked it should be easy to fast check and re-enable it for anyone at first if there is no reason visible.


The game is great - but i think this really damages the Reputation of GGG - especially considering the pricing of the MTX - i cant even think of another game with 80 USD skins ... - that are also as limited as in this game.

"Delay" - i wonder how they react when somebody hasnt payed for something and tells them there will be a delay in payment.

Day 23 ...

It's EXTREMELY unnacceptable what has been happening with those delays from support, and there's a lot of people like me, that GGG SIMPLY TOOK THE RIGHT from us to PLAY the game we PAID for, I bought the Liberator of Wraeclast to support this company, and they punished me for it, I CAN'T play, they locked my account, why? I don't know, just being in the dark for sooo long, I haven't received a email regarding the lock, they just locked the account for no reason and that's it, they responded to my email after 10 days asking for info that ALREADY had provided, and the worst part, they had the guts to ask me my account name and my four digits, and since my account is linked to steam, and I simply can't log into my account, neither in the website nor the game, HOW CAN I ANSWER THEM???? HOW CAN I GET THE INFO IF MY ACCOUNT IS LOCKED, and I made that veryyy clear in the huge email I wrote, they dumbly ask me a info that I would need to LOG INTO THE GAME to get it, THAT'S THE ONE THING THEY REMOVED FROM ME, the right to play the game I purchased and after supporting MASSIVELY their company with the purchase of the most expensive support pack, I'm beyond angry and frustrated at this point, and by the look of things, they didn't solve ANYONE's problem until now, I've never seen a company so unprepared, it seems you guys have 4 employees for the support, and all of them don't have the ability to READ, and now they are in their holiday rest, while my account is locked for more than 15 days, AND I CAN'T even refund it, because I'm from Brazil, and here we have a method of payment of instantaneous transference, called PIX, it's like making a payment directly through your account, no credit card involved, so I can't even do the chargeback method that some of you guys are doing, SO I'M ALSO LOCKED IN WAIT OF THESE 4 EMPLOYEES THAT GGG HAS TO SOLVE THIS DAMN PROBLEM.


THANKS GGG FOR THE WORST SUPPORT TO A GAME THAT I'VE EVER SEEN.

I Personally wish there was better communication regarding support delays, there has been one tweet, and thats that. I know for a fact that if there was something again acknowledging the issue it would go a long way in at least making us feel heard , opposed to sending emails into what seems like a void and a 50/50 chance as to if they have even received it.

Hoping they amp up support after the holidays, unable to access the game and been waiting on response from support for over 3 weeks.

Hello, dear operation team, because I didn't understand the prompts when I registered, I said that my email account was written as an account ID, I don't know if there is any way to change it? I hope to get a reply again, thanks

It's 30 December. I purchased the game on 7 December! My account is still locked and I can't play

Based on my experience, I believe the issue might be on GGG's side. My account was hacked, and nearly all of my valuable gear and items were stolen. I immediately reported the incident to GGG support, providing all relevant details, but my account was locked shortly afterward. Despite following all procedures correctly on my end, I have received no clarification or explanation from GGG regarding the matter.

I am not claiming this as an established fact, but rather as a possibility due to the lack of transparency or denial from GGG. If my claim is incorrect, I would welcome a clear response or evidence to clarify the situation. Until such information is provided, I stand by my claim that the issue could potentially lie within GGG’s systems or processes.

I believe it is reasonable for players to expect better communication and resolution for critical issues like hacking and account security, especially when account access is affected.

Why are you only hiring NZ residents for customer service positions?