Support Email Response Delays

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).

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gandhar0#5532 wrote:

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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).

Since I have same problem. First I get fast reply (13 days) and then second reply takes really long (almost 4 weeks for now). And they already told their system is not working as intended. So maybe these "support tickets" got really low priority or something if they already got one reply from support team?

41 days now and I'm still waiting for a resolution to my issue. 41 DAYS. How can GGG consider this acceptable?

hey at least you guys issue was only on purchase. My account was locked because of some purchase bug for almost a month now. no response. i had to make second account to complain in this forum.

So after over 40 Days i got a reply and they did something - but now i have to do a support ticket again because they transfered the points and refunded all the discounted mtx purchases i made in over a month of them not replying ...

I now got everything on one Account but instead of the discounted purchases i collected i now only got points.

I hope it will be way faster now.

I must disappoint you. I wrote them back a few days ago. Since then, silence.