Customer Support Update

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Pro100sergo222#5265 wrote:

Today, I uninstalled POE2. I spent 115 wonderful hours and $13 on it. Those were amazing hours, but I encountered an unjust ban that shook my faith in the greatness of the game. And the support team, which has been ignoring me for almost 15 days, only added to my disappointment.

I can't recommend anyone to do the same, but we deserve solutions to our problems, not total neglect.

And in the same time RMT and scammers have fun earning money\currency.
Great job ggg.

Sad fact!

I would love to see some sort of international laws stopping people from running RMT scams on games and their communities.

Every single one of you that works at ggg have No idea how Customer Support works! Really ALL OF YOU are clueless and useless..And i hope all of you that work in Customer Support get fired. None of you should have a job.

truthfully.

seen much bigger games support team reply faster then this.....guess tencent needs to take over, are they sitll on the 2 month holiday? or whats happening here.

any update on wait times? its been another week.

got hacked 3 weeks after launch. it took them 2 weeks to lock my account. i'm now on day 20 of waiting for an unlock and didnt get a single reply so far.

The problem is that I've been asked the same set of personal information questions 3 times in a row in the same email chain with absolutely ZERO care whatsoever that my account has been locked for over a month. I am obviously using a second account to figure out what the hell is going on but while you may have support staff finally, they are untrained and do not know how to support.

When I get a ticket, I investigate and resolve the ticket within the hour if its a simple as a locked account. There is literally no reason to ask a single question over email, get an immediate response, then ghost the customer immediately only to have someone else pick it up and restate the question as if I never answered.

I am considering returning my support pack purchase of $480 (plus the other $500 I've spent over the last 10 years) due to all this. You can bet that I WILL NOT be supporting anything of yours in the future because of all this.

The same exact thing happened last christmas and the only difference is you didn't have a "new game out" to blame.

I think we should make a list of people who got their tickets resolved. Here, I'll make it. "Tickets Resolved: 0."

My last email was 10.01, still no answer. This is joke.

First my email was on Dec17. Still no answer ¯\_(ツ)_/¯

Dear GGG

#1 How long should we wait Before we send a follow up email?

#2 How are we to know if a vindictive employee may have deleted/skipped or marked a issue as completed even if it was not?

#3 What are your plans to make this more transparent.

#4 why have you not posted anything about all of the "locked" accounts and the unlock email system not working.