Customer Support Update
" I infinitely give a plus to your message. I'm especially glad that you voiced the opinion of many regarding the "justifying" comments from the community. This cannot be justified. We've been waiting for responses for MONTHS. Just imagine sending a request to a bank and not getting a reply for 2-3 weeks? You'd immediately file a lawsuit. But here, people endure vague excuses from GGG and even encourage others to be patient. Last edited by Pro100sergo222#5265 on Jan 21, 2025, 7:03:58 AM
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" I wanted to message you privately to say that I fully support you, and I am from Armenia. For the past 7 days, I’ve been fighting against this injustice using methods that have led to my posts being deleted from this forum. But today, I’ve already started writing to the media and various gaming publications, asking them to cover the situation with Path of Exile 2, which increasingly feels like a scam. However, I couldn’t message you directly because the forum only allows me to contact support (and they can’t resolve this issue either — the problem is described here: https://www.pathofexile.com/forum/view-thread/3592292). |
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nice
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where is poe1 news T_T
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thanks!
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Guys, good news: a few major publishers that write about games have responded to me. They said they would look deeper into the topic of GGG and might publish articles about the whole situation with the delays in technical support responses.
So let's keep our fingers crossed. Maybe this will give GGG the push it needs to get its technical support back on track. |
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So, you have processed 470,000 emails (545,000 minus the 75,000 that remain) since 22-NOV-2024. It has been 60 days between that date and the day you posted this update, which equates to approximately 38 business days.
If you had worked every single day (which we know you didn’t, or at least not in full capacity due to holidays), the average would be about 7,833 emails per day. If you worked only on business days, which is more likely, that figure jumps to 12,368 emails per day. Based on these numbers, it’s reasonable to estimate that you could clear the current backlog by the end of the week, especially since your team size has more than doubled. Meaning all of us who have waited weeks for a reply will have our tickets resolved. Right? Right? However, I believe the vast number of emails that you reported processed doesn’t necessarily correspond to the number of issues or tickets resolved. Many of those emails are likely follow-ups or inquiries about why previous emails haven’t been addressed. This is understandable, as a very small percentage of customers follow all the updates and discussions on forums. After some time, they naturally become frustrated and send additional emails (sometimes several) seeking answers. Additionally, from what I’ve seen on the forums — and experienced personally — it seems that you respond to emails once and often leave conversations unresolved, with tickets left in limbo. There are also reports of tickets pending from late November and early December, which suggests that cases are being prioritized selectively rather than addressed in chronological order. You had time and resources to scale up and prepare, but you did not. Sending love and support to the hardworking support team, and condemning this dreadful management. Last edited by Gudstav#0313 on Jan 21, 2025, 12:06:29 PM
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Could we get an update for the 3.26 timeline, please?
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Now it's has been more than one month that my account got locked FOR SOME UNKNOWN REASON, I received no email, no confirmation code, NO NOTHING, just that locked message straight to my face, and what's worse, I purchased the Liberator of Wraeclast pack to support this company, and look how they paid me back, locking my account and STRIPPING OF ME THE RIGHT TO PLAY THE GAME I PAID FOR, I've never seen such a mess of a support, and when they answered me it was that stupid bot message asking for info that I'VE ALREADY HAD GIVEN on the original email, it's simply INFURIATING, I don't know whose problems they are solving, because NOT A SINGLE person said anything here about their requests being solved, NOT ONE, so i don't really know whose problems they are solving, and the issue with LOCKED ACCOUNTS is MASSIVE, HUGE, it should be taken in consideration first, but since they don't have a ticked system, we guys just are being left in the dark, without a estimative, without nothing, JUST WAIT AND WAIT AND WAIT until they fix the MESS they made, and how in the seven hells you guys have this STUPID system of locking accounts so eagerly, but you guys CAN'T EVEN CHECK ON THEM, how is that ok? how is that acceptable? it's not, I really hope some media write something about it, for you guys to feel some kind of pressure to change, because the way it is now, it's simply baffling to see how things are going, I've never been so angry at a company before, I feel i've been stolen and that I need to convince the thief to EVEN TALK TO ME, i'm done, I hope you guys suffer some consequence, it's so damn unfair...
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I am sure most users are going to be understanding of the delays. Thank you for letting us know
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