Xth amount of time to reach customer support. Thought yall said GGG was good...

I've been told for years now that when it came to listening to the customers and taking care of them, GGG had everyone beat. It's why I've been looking forward to trying out PoE 2 every since I heard about it.

It's also why I blindly went and got the $100 King of Faridun supporter pack on steam, prior to release, having NEVER played anything by GGG. Had total faith that the community was right about them, and maybe they are, but I'm yet to see it and here's why.

Release comes, I play the game, fall in love with it. Notice there are higher tiers of supporter packs, decide to go for the Liberator of Wraeclast, only to find that it says I opted out of physical goods (I swear, I didn't)

Scoured the net and forums before I started bugging support for help, saw that all the people with similar issues were told (by support) to buy the bundle and contact support, and they'll get that fixed up for them.

Now, I wasn't about to drop $380 when I haven't personally experienced customer support first hand, so I decide to send the email out, as well as, directly message a couple of GGG's support members I found on the forums, before I made the purchase. Y'know, open up a direct line with someone so I can confirm that I will be supported with my issue.

This was 2 weeks ago... I've since sent follow up emails, new emails, posted on the forum, and bugged some more GGG support members from the forums. I've bumped a response to each initial contact... Still, radio-silence... 2 weeks of not a single response from ANYONE at GGG's support.

I get it, it's a new game and it received a much bigger audience than it initially thought it would and it's the holiday season... But after 2 weeks, not even an auto generated message (I hate those, but I'm willing to take anything at this point)

I'm glad I didn't make the purchase, yet. Cuz, then I wouldn't just feel ignored after 2 weeks of silence... I'd also be down $380 and feeling like I got scammed from being ignored all this time.

I'm not trying to incite a rebellion or talk ill of GGG. I love the game, have over 200 hours on it already. It's literally the only thing I play when I'm free even though I have 1.4k other games in my steam library. I still want to get the Supporter Pack and I'll delete this post as soon as someone from GGG responds. But I feel like after 2 weeks of me trying to give them my money, posting a post shit-talking about something is the only way anyone will respond at this point.

Still not a single reply to my email... And like a hopeful idiot, I dropped the +380 cuz I wanted more Stash Tabs and wasn't about to buy extra coins when I was going to get an influx from the bundle upgrade.

Completely ridiculous. Boutta just ask my bank for a charge back. But it ain't on yall. It's on me for trusting the hype in your care for your customers.

"

FrozenBlaze#3770 wrote:

This was 2 weeks ago... I've since sent follow up emails, new emails, posted on the forum, and bugged some more GGG support members from the forums. I've bumped a response to each initial contact... Still, radio-silence... 2 weeks of not a single response from ANYONE at GGG's support.

Apparently GGG has this beautiful ticket processing system, where if you sent any follow-up email(s) your position in the response queue is reset. It's absolutely insane, but that is what i've gathered from reading other posts on this forum, other players are having similar issues. Additional emails only make it worse (as if it can get any worse at this point). I'm waiting since Dec 10th and i only got 1 automated reply, which asked me to send some account info (which i already provided in the first email to GGG). It's basically the same as no response at all. GGG tech support is non-existant.