Support team stopped emailing me since 30th December

My main account evo_sniper#3232 has been locked because i was trying to change my email address.

However since the email linked to my main account was hacked and changed( I suspect it was during the Garena server days before I migrated.) And i did not realized as i was always logging in through Steam client.

I have been an active fan since 2013 and have been playing and supporting every league. I have spent over 1100USD+ and now I can't even play PoE 1 or Poe 2.

Please reply to my email and I will provide you with the necessary Information and receipts to confirm that I am the actual owner of this account

the last reply i've got was on 28th Dec, since then that support guy disappeared.

HORRIBLE waiting time, like if you're already doing my ticket, why i have to wait every 7+ days for a simple question or reply and wait 7+ days again for another question, and still not doing the job? This support system is so useless.

And you can't even ask them anything otherwise they will ignore you and put you at the back of the queue, their reason not even make sense because if you're already doing the ticket, why a simple reply will suddenly put you away?

"

Medicean#3671 wrote:

the last reply i've got was on 28th Dec, since then that support guy disappeared.

HORRIBLE waiting time, like if you're already doing my ticket, why i have to wait every 7+ days for a simple question or reply and wait 7+ days again for another question, and still not doing the job? This support system is so useless.

Likely because they have no clue what they are doing and only answering through email. No ticketing systems, just reading the oldest unread email.

If that isn't exactly what is going on, they could fool just about every person in this help section. To also have people browsing this forum to only say they can't help and email support... that makes this forum nearly pointless as well.

I sent in a support ticket on the 6th december, they asked me for some info on the 16th but still havnt heard back again after that. Im going crazy over this!

I sent my first email on december the 7th, I only had 2 replies and the last one was on december 21.
They don't care about our problems.
A normal company would already hire more people and build a normal ticket system that even small companies already have to help their customers.
GGG does not do this because they simply don't care.

The only thing we see from them is this copy and paste message:

We're currently handling a large volume of support requests. If you've already contacted us via email at support@grindinggear.com then you'll need to wait for the appropriate team member to get back to you. We appreciate your patience!

The funny thing is they don't even apologize, this is the most normal thing to them while some of our problems are very serious.

"

JC_GGG wrote:

We're currently handling a large volume of support requests. If you've already contacted us via email at support@grindinggear.com then you'll need to wait for the appropriate team member to get back to you. We appreciate your patience!

Large volume of support requests, really... If all requests are being handled like mine below, then this indeed can be overwhelming, but then you are the ones to blame for this support chaos and people waiting literally months for completing simple requests.

Lol, let me just paste my post from another thread:

================
The way their support works is just hilarious, I do not know what your request to them was about, but believe me this can be just a beginning of a long yourney :D

For me the story so far looks like this:


30th Nov - My initial email to them asking to change my account email since I have lost the old address (it does not exist anymore) thus I am unable to make any changes to my account, like linking my PS5, etc.

2nd Dec - 1st reply from GGG (Jessica):
"...we will need to complete verification before we can change this over. With this in mind, can you please let us know a couple character names from this account along with the account name?"

I have replied on the same day with all character names on my account even with a screenshot of my characters since I am able to log in to my account.

6th Dec - Sent them a gentle nudge asking for status.

18th Dec - Got 2nd reply from GGG (Thomas):
"To proceed with this verification process, could you please let us know the location (city, country) your account was created in and your current public IPv4 address? You should be able to find your public IPv4 address here: https://www.whatismyip.com/"

Again I have replied on the same day with all details they asked for.

27th Dec - 3rd reply from GGG (Whai):
"Could you please let us know if you've made any purchases using the online store? If so, could you please let us know which payment methods you used?
​
​Also, could you please let us know if you've ever been in a guild?"

I have replied again on the same day with all info they asked for.


So as you can see - this may take some time. This is funny (or a bit scary?) how they run this support circus - they apologise for delays due to large number of emails and yet they don't use any ticketing system and complicate a fairy simple verification process splitting it to several emails, weeks and support agents.
Why not ask all these verification questions in the first email? This is just hard to believe how they complicate their work.

Now I am just wondering what will be next verification question I will get in 2 weeks - maybe they will ask for some numbers, like how many emails we have exchanged so far? :D

Seriously, I am not sure whether I should laugh or feel sorry for them but I have never seen such poorly managed support service in my life.

Jesus christ, man. Maybe give some of these forum employees the ability to do anything, already? To not even have the slightest, most remote idea of an ETA, after all this time, is utterly despicable. I've never had such a horrible experience with customer service.

I received an email two days ago, about 5 or 6 days after I sent a support request. Normally, people would feel very hopeful about this, but after reading all the forum posts regarding support issues, this made me feel even more anxious, even though they did reply. However, I must emphasize that the email seemed like an automated response from the support team. It contained questions asking for the account name, including the 4-digit code and the names of some in-game characters, even though I had already provided all that information in my original email. They decided to ignore it and sent a meaningless response asking for details that were already mentioned and sent to them.

I read somewhere on this forum that a staff member replied to another player, assuring them that those emails were indeed from real support staff and not automated system bots. They even explained that if they used an automated response system, the email volume could be reduced, but it wouldn’t yield any results. Do you believe that?! If a real person, by which I mean an actual staff member, read the email and responded, they would never ask again for things that were already included in the original email.