Support Email Response Delays

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Kelpaz#2138 wrote:

Day 35, I'm beginning to think they don't like me.

I think they just don’t care about all the players. To them, we’re nobodies.
Otherwise, I can’t explain why the forum is flooded with identical messages about support not responding. It seems GGG doesn’t want to do anything about it and doesn’t want to solve our problems either.

I've sent an email like a month ago, got a reply asking for more information of my account about 10 days ago already, still no answer at all

cmon ggg im trying to buy some mtx here help me out

full month of no reply.. 12/12/24

49 days of waiting to unlink steam from an account with a dead email. Cmon support, it's 1 button you need to push

Last reply was on 7th this year after around 3 weeks wait resolving one of my issues which was nice.
The second one is still open and if i don't get a reply in 2 weeks from now on i move on i guess since they (i think) dont care (for whatever reason) or their hamster fueled mail system is still borked AF.
Will give an update here in the next 2 weeks.

Been personally waiting for 3 weeks + and still no response, I understand they have issues but 3 weeks + is a bit long especially when the purchase failed or there are issues with microtransactions

Came here to check if others also have been waiting answers to their emails.

I sent my first email 11.12.2024. Got answer 24.12.2024. Which was only 13 days. Answered to that email right away. Because their answer didnt solve my problem.

That might be because they had 2 weeks vacation just moment ago?

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liljKennedy#4810 wrote:

I've sent an email like a month ago, got a reply asking for more information of my account about 10 days ago already, still no answer at all

My problem is pretty much the same in my case.

I have sent emails to GGG support for many years. Always their answers been really fast. Sometimes even less than one hour. This is only time its taking long. I think that reason why this is taking is so long is because they had their yearly vacation and maybe they dont want to hire (too much) customer support and then fire them later. Top of everything what they said already in this post.

I understand that the launch may have been larger than expected, and the holidays came at an unfortunate time with regards to backlogs...

But we're now over halfway through January, it's clear that the backlog is getting worse rather than better - please consider implementing the following:

- Player tools to deal with common issues (refunds for unused MTX)
- Streamlined hiring process,
- And if hiring is too long, please consider bringing in outsourced or temporary staff to deal with lower priority requests.

It also feels an inordinate amount of pressure on support has come from the Frankenstein compromise made with Sony - the situation is untenable.

Either get a proper agreement in place with Sony for platform and feature parity, as your customers deserve and expect from a company held in such high regard - OR, make it explicitly clear that it is a restricted ecosystem with severe limitations.

I have hope!

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liljKennedy#4810 wrote:

I've sent an email like a month ago, got a reply asking for more information of my account about 10 days ago already, still no answer at all

Same. They got the information they need and then nothing since almost one month even though their initial reply was a relatively fast (1 week).