Support Email Response Delays
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Ok so, how much longer should I wait if I sent a message on 20 December about some fraudulent purchases made from my account and still have not received any sort of response? At some point you said the support team has responded to about 500.000 tickets and that there are about 70.000 left, it's been a while since you said that but I still have not received any sign.
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Observing what's been happening lately, I've come to the conclusion that GGG has gone into full panic mode. They've bitten off more than they can chew. A delayed EA launch, no 3.26, customer support issues, a half-hearted one-month league. Minimal transparency and communication toward players — whenever things start getting too heated, they release some meaningless statement just to relieve pressure or divert attention for a while.
The support announcement? Completely meaningless. They might as well have said they processed a gazillion tickets and have a bajillion left. We got no estimated response time, no processing rate—nothing. But a few people calmed down because "GGG cares." When the silence about 3.26 became too noticeable, they suddenly realized that people actually want PoE1 and feel betrayed. So they put out a message admitting they screwed up but promised to release 3.26 someday in the undefined future. When that wasn't enough, they followed up with another announcement — here’s a makeshifth one-month league, now leave us alone. It's obvious that someone at GGG lacks the competence to manage a project of this scale. Or maybe they never even considered a worst-case scenario, thinking everything would go exactly as they envisioned, without setbacks or problems. I get the feeling that they’re treating the whole customer support disaster as a secondary issue because they have bigger problems. Sure, they’re probably doing something with the tickets, but it's too slow and inefficient. I'm not sure if the copy-paste responses — which often make it seem like they didn't even read the original message — are the result of strict corporate guidelines, poorly designed procedures, automated bots, or just sheer disorganization where no one actually knows what's happening, and they're simply buying time instead of genuinely addressing the issues. If this kind of situation happened with any high-budget production, the media backlash and PR nightmare would have forced the company into a swift and decisive reaction. Meanwhile, when I looked through articles about PoE2, I barely saw anything about customer support issues. GGG keeps content creators happy with a direct support hotline, while the rest of us get ignored because they're busy putting out fires elsewhere. I assume that before PoE2, they had a small but functional customer support team. But they completely underestimated how many people would have issues and started expanding it way too late and by far too little. One last thought that’s been creeping into my mind — maybe support opens my ticket, sees my negative posts on the forum, and decides to punish me by not responding. lol |
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" +100 - Could not agree more! This company should be banned! |
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Still waiting on a resolution to mine, they outright told me they couldn’t do anything about my £80 mtx being activated on a different sub account and cannot move them as it was activated on my steam sub account, despite purchasing, and opening the game on PS5, so where does steam come into this?? Then they linked me to ps support to get a refund, only for ps support to ask for a case number? Okay.?? So i asked them to provide a case number, and you can bet they are yet to respond. The negligence is disgusting and after paying a premium also. Worst experience i’ve ever had regarding any game EVER. I don’t care about the “influx” of support requests, you should have been better prepared to deal with this situation, especially seeing the hype and attention the game had. What did you expect smh.
But it’s alright though, they’ve got my money and everyone elses so why would they do the decent thing and actually provide good support |
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Copy and paste from the other "were sorry"-thread:
It is now over 2 months since I contacted the Support via email. I asked the support to move Twitch drops and Points from one account to another account; I have two connected accounts and started the game with the one account without Microtransaction points (If the UI in the character creation would have been better, it would be obvious with which account you start the game, but thats another discussion...) Anyway. For over 2 months I did not get ANY email from Support back. NOTHING. Not a single mail checking if thats my account or details such as character-names etc.... (Support-mails do not get deleted by anti-spam - I receive notifications for sales in the shop) In the meantime I now switched my main account and started new, since I also wanted to see the endgame and I needed stashtabs... Will Support contact me ever? Don't know. And to be honest, I don't care anymore. I hope that I will never ever have to contact Support for something. GGG, your support management is trash. Your support systems are trash (if you ever had any). Your support processes are trash. I feel sorry for all players whos accounts were banned and have to wait till Support responds via carrier pidgeons. |
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