Day 45

I don't think people realize just how backed up the support queue is, currently day 45 waiting for support to finish transfer of my Mtx from box to pc it was November 21st that's 15 days before the launch of Poe2. Since then I've had one email November 29th

"Hi there,

Thank you for your email and for all of your patience. We are currently processing a large number of requests and will respond to your query as soon as we can.

We ask that you please refrain from sending follow up emails for your request as this both slows down our ability to process requests and could bump yours back in the queue. We will help you as soon as we are able."

I did not send any follow ups other than telling them to please proceed with the Mtx transfer from the email I received on 21st. I did however send another email about something else on the 28th not related to this mtx transfer, now this might be the reason for the above email, it could also be why my wait time is so long as it put me back in the queue but then again I've never heard anything from them about the 2nd email I sent and I haven't responded or sent a email since I don't want my wait time to be any longer.

I just wanted to share my progress so people could get a better understanding about just how busy support is and how long you could be possibly waiting for support.

No hate to support <3 I'm sure you all are working as hard and fast as possible with the staggering influx of people since Poe2 EA came out and my issue doesn't involve refunds, no access to game, money issues etc etc so I may be on the lower priority side either way good luck and speed to support and everyone else with their issues and everything gets better and taken care of soon.

"

JC_GGG wrote:

We're currently handling a large volume of support requests. If you've already contacted us via email at support@grindinggear.com then you'll need to wait for the appropriate team member to get back to you. We appreciate your patience!

This copy paste reply by now is offensive and insulting.

I wasn't expecting anything from my post i just wanted to inform people that the queue is massive and for them to have some kind of idea about how long they could be waiting. Stay sane exiles :)

Thanks JC! Yeah wasn't wanting anything from support really on this one. I know you're busy and working as fast as you all can, but its more for the people to have an idea of how busy you all were before Poe2 came out, with the new system changes and all the people wanting to do the one time Mtx transfers, then on top of all the Poe2 hype and EA launch support issues you've received. I bet its crazy. Also I'm sure you all are helping poe1 players with support issues too. I hope you all get more help with support since the holidays are over and can get back to normal.

Stay sane exiles!

"

JC_GGG wrote:

I'm happy to pass your feedback along. We are aware that the long wait times are an inconvenience and we are working to catch up. There are players who are not aware of the delays so we respond to these kinds of forum inquiries with the most up-to-date information, which is still that we are currently handling a large volume of tickets and if players have contacted us, we'll get back to them as soon as we can.

Some things that might help us resolve an issue you're having more quickly:

• Be sure to include your Path of Exile account name, including the four-digit discriminator
• Include the names of a couple of your characters
• Provide a concise description of the issue you are experiencing so we can have the appropriate team member assist you with resolving the particular issue
• If you are sending an inquiry regarding a particular purchase you've made, include the transaction ID of the purchase in question. This is usually sent to you by the payment processor you used alongside your receipt of payment.

Including this information in your initial contact with us is very helpful to avoid additional delays while we gather more information about your issue.

Additionally, we recommend not sending multiple emails to us about the same issue, and not to respond multiple times to an existing ticket with us unless you are providing new relevant information that would help us process the ticket more quickly, as sending us multiple emails can result in further delays.

Please be assured that our team is working through the backlog and we are resolving issues as soon as we can. In the meantime we greatly appreciate your patience and your understanding.

So now tell me - why do you not make this a form so ppl can give you all needed data and also help you group problems and monitor them? Or at least add a copy paste text to fill out here: https://www.pathofexile.com/support

Also i dont understand why you need that data in the first place when ppl contact you with the account e-mail.


Will there be any compensation for this?