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From a paying customer to another ... Please don't charge back. This could result in account being banned and payment method blacklisted so if you choose to come back you wont be able to with that payment method or platform.
GGG is most definitely working through tickets, it makes no sense as a company to ignore and have players refund when communication could change that outcome. They're working on getting through the requests (people have sent multiple requests even when being told not to , you know this is true)
Just hang tight , I am waiting as well for a response and been about 6 days but I know this isn't a usual thing for GGG so can cut some slack personally.
I do have friends who have told me they got responses last night so its just the waiting game.
You are right. Communications is key here but the developer does a poor job in communications. I sent out an email (together with login email + transaction ID) on Dec 7, and it took them a week to come back with a template email / bot reply - asking me login and transaction ID again. That's ridiculous and show no customer centricity at all. The apology email on the top of this thread basically did not mention anything concrete...especially an estimated timeframe on when users can get contacted.
I am not sure whether they are monitoring this thread, but if yes, I hope they can provide some update and timeframe here, so as to ease our worries.
Last edited by POEmastergen24#3560 on Dec 17, 2024, 2:44:17 PM
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From a paying customer to another ... Please don't charge back. This could result in account being banned and payment method blacklisted so if you choose to come back you wont be able to with that payment method or platform.
GGG is most definitely working through tickets, it makes no sense as a company to ignore and have players refund when communication could change that outcome. They're working on getting through the requests (people have sent multiple requests even when being told not to , you know this is true)
Just hang tight , I am waiting as well for a response and been about 6 days but I know this isn't a usual thing for GGG so can cut some slack personally.
I do have friends who have told me they got responses last night so its just the waiting game.
You are right. Communications is key here but the developer does a poor job in communications. I sent out an email (together with login email + transaction ID) on Dec 7, and it took them a week to come back with a template email / bot reply - asking me login and transaction ID again. That's ridiculous and show no customer centricity at all. The apology email on the top of this thread basically did not mention anything concrete...especially an estimated timeframe on when users can get contacted.
I am not sure whether they are monitoring this thread, but if yes, I hope they can provide some update and timeframe here, so as to ease our worries.
Yup, even a simple status update saying that your request is still in the queue. There's no way for me to check if my email went through, if my incident is still being looked at, or how far I am from the front of the queue and if we did, it would do WONDERS
Last edited by Death2k44#1922 on Dec 17, 2024, 2:52:10 PM
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Posted byDeath2k44#1922on Dec 17, 2024, 2:51:47 PM
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Literally been 3 weeks and still waiting on support to do a simple Steam unlink. Where as any other dev would have this automated/self serviced. Pathetic
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Posted byPuppyKat#7113on Dec 17, 2024, 7:08:32 PM
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Literally been 3 weeks and still waiting on support to do a simple Steam unlink. Where as any other dev would have this automated/self serviced. Pathetic
im still waiting for steam unlink too, I cant play because of that reason
i guess its too hard to give a setting for unlinking on website
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Posted byiua#3957on Dec 17, 2024, 7:15:35 PM
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From a paying customer to another ... Please don't charge back. This could result in account being banned and payment method blacklisted so if you choose to come back you wont be able to with that payment method or platform.
GGG is most definitely working through tickets, it makes no sense as a company to ignore and have players refund when communication could change that outcome. They're working on getting through the requests (people have sent multiple requests even when being told not to , you know this is true)
Just hang tight , I am waiting as well for a response and been about 6 days but I know this isn't a usual thing for GGG so can cut some slack personally.
I do have friends who have told me they got responses last night so its just the waiting game.
You are right. Communications is key here but the developer does a poor job in communications. I sent out an email (together with login email + transaction ID) on Dec 7, and it took them a week to come back with a template email / bot reply - asking me login and transaction ID again. That's ridiculous and show no customer centricity at all. The apology email on the top of this thread basically did not mention anything concrete...especially an estimated timeframe on when users can get contacted.
I am not sure whether they are monitoring this thread, but if yes, I hope they can provide some update and timeframe here, so as to ease our worries.
Yup, even a simple status update saying that your request is still in the queue. There's no way for me to check if my email went through, if my incident is still being looked at, or how far I am from the front of the queue and if we did, it would do WONDERS
Hey all,
Just updating this thread to give some hope. My ticket seems to have been resolved and I was refunded. Took about 10/11 days total, so there is hope!
Good luck on all of your tickets!
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Posted byDeath2k44#1922on Dec 17, 2024, 9:55:50 PM
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Any updates on Support delays? I've been waiting since launch day for a reply. Thanks!
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Can we at least get an answer if Support team works during the Holidays?
(Between Christmas and Newyear). So that we can at least hope for an answer during those days? (Even if there are less people working).
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Posted byAcayx3#6967on Dec 18, 2024, 6:13:23 AM
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7 days and still no response.
"The situation has also been exacerbated by technical limitations. Our ticket processing system has been severely overloaded, causing some emails to not be processed correctly, which creates additional delays. We’ve now improved the capacity of our tools to process more emails, so this particular issue should be improved."
How do i know if my email was even delivered and processed correctly when you announce something like that? You should at least have some bot quickly replying that email was delivered and ticket was indeed created. Most supports and services have this kind of feature
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Posted byfakeeus#0730on Dec 18, 2024, 7:43:16 AM
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I haven't received response for 11 days. Do I expect a response before or after the holiday?
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Posted byFlareStarr#4579on Dec 18, 2024, 11:27:21 AM
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I haven't received response for 11 days. Do I expect a response before or after the holiday?
"As we wind down for the holiday season we wanted to thank you all for our most successful launch so far, we could not have done it without all of your support. A lot of our team will begin to take some much needed rest over the next few weeks but we look forward to getting back in the new year refreshed and ready for an exciting year of development in 2025. Happy Holidays, Exiles!"
Love funny that they can't type the word support but don't show any support at all.
You won't get any better help during the holiday, as lees people will work during the holiday. So POE for people during Christmas that has there account locked.
[Removed by Support]
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They can remove a faul word but not help the players that are locked out. morons
Last edited by steffe#6995 on Dec 18, 2024, 1:51:16 PM
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Posted bysteffe#6995on Dec 18, 2024, 12:52:00 PM
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