GGG Support desk and ticket support (its a fairly long read)

Also posted this on reddit.


Let me give you some details I had with GGG support desk over the past 2 days.

First, I have worked in IT for 25 years, I know help desk and ticket management. For me, it is the worst possible job i could have personally as I do not have the patience to contact and help people, sit me behind a desk and let me write code and I am happy. People that contact the help desk are usually frustrated right out of the gate, when they get frustrated, they get rude and just down right nasty. Even though, most of the time, the help desk has nothing to do with development, the folks on the other end blame everything on the person working the ticket. Most of the time, not all, its the persons fault that contacted the help desk as they most likely did something stupid.

Few days ago, when the patch came, I was under the assumption that the stash tabs from my xbox account would come over to my PC account. This was not the case. So off to GGG website I went. Added a message to there forums, and a dude named Jacob replied and said "I moved your post to the help section please contact us through the "Contact Support" button. Not a problem, contacted them through email support.

Few minutes, maybe 20 minutes later. Dude named Rob replied and said, "Yes we can help you with this just verify some account information."

Not a problem, verified some account information he asked for and fired off the email back to him.

In the meantime, being the genius that I am, I went out to their website to see if I could fix the problem on my own.

On their website there was a little checkbox under the "Account" option to migrate accounts. I thought, well hell this has to be it. Checked it, hit submit and received the email stating "Are you sure you want to do this?"

Hell yeah, I am ready. Hit the confirm link on the email and shit hit the fan. Logged back into my account thinking, yeah I got this, only to realize i no longer have any characters listed on my accounts in game. I can still see them under my accounts on the website but in game there are none.

Went back to my email and fired off another email to Rob stating, "Along with the stash tabs not migrating, I now also messed up my account and I am not going to touch anything on the account until I hear back from you."

All day yesterday I could not play the account as I did not have any characters on my PC account and didnt want to create any due to messing things up further. I didnt mind the wait as I got some stuff done around the house and honestly, I expected the wait as I am sure they were swamped like always after a patch, no big deal.

This morning I log in and see all of my characters again where they are supposed to be but the stash tabs were not migrated. Ok I thought, my request is probably in some queue with the database guys to get the stuff migrated. I log in and start playing.

About an hour in to my play time I get disconnected and it says the account is locked. I thought here we go, the Database guys locked the account because they are going to start the stash tab migration.

About 10 minutes later the account was released (unlocked) and everything was exactly where it needed to be.

I just want to give a special thanks to Rob, IAN, the database guys and Andrew, although Andrew just replied saying everything was fixed, he had the easy job :)

Thanks GGG job well done.

I do love a happy ending.

Thanks, Rob & Ian. Andrew gets a respectful nod.

I have to admit I didn't see that ending coming.

Congrats!

GGG's support has been impeccable for the most part. The only negative thing I have to say about the company as a whole would be that they implemented draconian censorship ingame, with severe punishments making it impossible to play if you're ever silenced/muted. This is just a symptom of an industry in freefall, or perhaps pressure from Tencent. Who knows? It's just weird to have grown up with video games in a period of time where people weren't so frail and fragile, only to be met with odd punishments for what most people would consider everyday speech.

Anyway, I digress. GGG's support team usually answers my tickets in a timely manner and more often than not resolve them with me. If they need verification or more information, they promptly let me know. Just a day ago they helped me rename my account as I've been wanting to do for years. That took 'em about 10 minutes to receive, solve and get back to me. Absolutely flawless victory!

I love seeing everyone gaining an unfair monetary advantage on this game while All PSN users are screwed. tbh I'd have hoped they told everyone that mtx wouldn't transfer so you'd all know what if feels like.

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CloudIVXX#4358 wrote:

I love seeing everyone gaining an unfair monetary advantage on this game while All PSN users are screwed. tbh I'd have hoped they told everyone that mtx wouldn't transfer so you'd all know what if feels like.

How, if you don't mind me asking, is it unfair that I have spent more than $6000 USD on this game? Blame PSN for every restriction on gaming. Same thing with Xbox. If you only knew how many hoops you have to jump through in order to get games on there..