Longer than usual Support Email Response Times?

Hi everyone-

I just wanted to make a post on the subject title to see if anyone has experienced the same response times previously/currently from the support team via Email. Bit of a read but:

I've been playing Path of Exile since 2013 and had only one other support interaction regarding microtransactions. This was promptly and nearly immediately resolved. Positive experience all around.

Recently, I logged into my account via a separate device/location via Mobile Hotspot. Normally, I would just unlock the account via email unlock code, but my old email from 2013 is no longer active. My account now became locked.

I saw that others have experienced a similar issue and that it could only be resolved via a email to their support team. I proceeded to send an email requesting a new and current email to be linked with my account and promptly received a response within the hour.




Here is where my frustration begins. Through out the current email chain the response times have been extremely variable and the questions for resolution have been very segmented. One email would ask what my city/IP was, another would be if I was in a guild or if my accnt was linked to steam/epic, another would be requesting transaction IDs, etc. etc.

In addition to this I have continued to go through multiple support reps(4) and have waited a full day between answers.

I understand the security clearance and the caution needed, but asking simple questions across 4-5 emails where I would wait a day between responses seems very inefficient. I was even advised to reach out to Xsolla for previous receipts and their live response team was able to get me all my transaction IDs within an hour. I feel that a lot of these would be resolved quicker if there was a form/questionnaire for specific support types, as well as live support.

I submitted the email to the support team on 9/8 and it is now 9/12 and I am still working through the resolution steps and waiting for a response.

/rantover