Zero customer service

I've been a long-time supporter of GGG and PoE - from the very first release of PoE1. Needless to say, in January, I leaped onto PoE2 and bought it on PS5, PC and XBox so that I could play on all my main platforms and link the accounts.

On 24th Jan, I was having such a good time that I decided to splash some more cash and get some stash tabs. I bought a 200-point pack on my PS5, intending to buy a Delirium stash tab.

When I tried to make the purchase, I received an error message that ‘the request has timed out’ so I tried again a few times. Each time, the same error, and my points did not decrease. I restarted the console and logged in, and saw that my points were no longer there.

When I checked the stash, I had now bought 5 delirium stash tabs, so the transactions were NOT failing.

On 24th Jan I emailed support and asked them to remove the duplicate tabs and credit me the points. They were naturally overwhelmed, what with the launch, and they publicly promised that they would get around to dealing with the backlog. That's cool. I was patient.

I resent the email on 27/1 as my email hadn't even had an automated response. I thought they might need a nudge and waited some more.

I then resent the email on 31/3. That's MONTHS after the problem. I don't consider they are remotely interested in dealing with it or providing me any customer service. I'd be interested in them proving me wrong at this point.

Anyone else had similar issues. I've just about given up on PoE2 because, aside from this, I was fed up with completing ascendancy trials and not getting the points - and yes, I should have, based on the trial tokens I completed. I know how it works. I haven't bothered with the recent update and won't until I feel less ripped off and ignored.

I am inn the same boat:( they have not replied to me in 1 month and i got locked out with my account. 2 keys were bought for both my xbox and pc. still no reply..

like 6-7 mails back and forth then total silence for 1 month.. im still trying but i think they have put me on ignore or something.

The good news is that they do (slowly...) provide email-based account- and purchase-related support. If you ever have a technical support issue, you're outta luck unless a random member of the community helps you over the forum.

I would think long and hard before ever financially supporting GGG again.

Seems like an outlier. I've usually gotten swift responses to my inquiries, no matter how complex they might be. The dialogue usually goes something along the lines of me sending an email, GGG responding asking for details to verify account ownership, my giving whatever info they're after and then finally I receive an email confirming that they did whatever I asked of them.

To add to this I have worked six years doing customer service for an internet service provider, so I have some experience dealing with these types of things. To me it sounds like you've been unlucky more than anything. I can't see anyone wanting to do something just to spite you.

Remember Hanlon's razor.

"

"Never attribute to malice that which is adequately explained by stupidity."

Are you at least waiting for a response before you resend your emails? If not, you're dropping yourself to the back of the queue with each new email.

"

Kraxiloth#7346 wrote:

Seems like an outlier.

They're far from an outlier; GGG posted in December & January that the support team had been overwhelmed since the release of Path of Exile 2 into Early Access, and Support are still linking people to those posts as recently as today. Here's one example to demonstrate my point.

Their January post about it has 49 pages of responses and counting.

--Update--

Following my post on here yesterday, support reached out and sorted out the account. They made a point of telling me that they don't usually provide refunds or exchanges, but have made an exception in my case.

I'll point out that customers have legal rights, and if the GGG retail platform does not work properly, they ain't doing anyone a favour by remedying it. It's a legal duty.

Despite getting what I came for, I am never spending another penny with GGG, based on their entitled attitude and lack of customer care.

Please investigate and refund extra purchases, thanks for your help.