Customer support?

Is anyone else waiting since December 2024 for some form of response from Grinding Gear?

They don't seem to be responding to emails at all.

[UPDATE 06/04] After just under 4 months, it looks like its all sorted. In credit of GGG I have been getting replies much more frequently over the last 2 weeks or so.

Another Thread.....you guys dont check if there are any related threads to a topic?

No, but I've been watching what has been happing over the last 4 months on the help forum and it is pretty concerning.

In the past I have found GGG's support and interaction with the community to be very helpful and one of the many things that set this game above other games and game developers.

I did not need support through this time thankfully, but what I saw was really, really bad. Not just by GGG standards, but by any standards anywhere.

I would also mention that POE 1 gets some leniency on these things, because of the way it was organically funded, and from my opinion largely kept a very high standard in these matters.

Once you are an established company and decide to start charging for a product these standards are expected. They certainly should not be dropping off. You can not hide behind labelling something early access, particularly when you are charging for the early access, in a game that has been built on a free to play model supported by the players.

Perhaps there is more to this that I don't know. It seemed like they had some problems with people doing some sort of account refunding and needing to ban accounts. I'm fairly sure at least some those people on the forum asking for support and getting generic responses for months were legitimate accounts.

Not predicting or ignoring the level of support needed in a game this size that has been teased and delayed for years is a pretty low standard. Sending generic message loops to customers, telling them to email support while they are on the forum asking you why your email support is not responding for months, is an entirely lower level of negligence to the customer.

Perhaps some of this is overblown on the forum and I'm not getting an accurate view as an onlooker, but it looked really bad and concerns me that if I need to deal with or help with a purchases/account query from GGG in the future, the standards may not be there at the level they have been in the past.

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Belegur85#5784 wrote:

Sending generic message loops to customers, telling them to email support while they are on the forum asking you why your email support is not responding for months, is an entirely lower level of negligence to the customer.

I think this is the main issue. Support via mail might have been sufficient for the first decade of PoE, but as we have all experienced (or at least seen dozens of threads about the current state of support), this won't just do it anymore.

They need some sort of professional CRM / ticketing system, which will help their support agents actually do their job. Nobody needs a reply within 4 minutes after sending in a support request, but having to wait for 4 months is just entirely unacceptable.

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Ensimada#1856 wrote:

Is anyone else waiting since December 2024 for some form of response from Grinding Gear?

They don't seem to be responding to emails at all.

if you keep sending email , you will by re-queued. When you send your last email? Yesterday or December ?

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Belegur85#5784 wrote:

Not predicting or ignoring the level of support needed in a game this size that has been teased and delayed for years is a pretty low standard. Sending generic message loops to customers, telling them to email support while they are on the forum asking you why your email support is not responding for months, is an entirely lower level of negligence to the customer.

I fully agree, and honestly couldn't have worded it better myself.

In my case, I've purchased a supporter pack tier that comes with physical goods. They asked for my shipping details, which I then provided. After that, it's been complete radio silence for months and I can't even get confirmation to a yes or no question on if I can get the items.

I get that I'm just one of many, but as someone who spent £/€200 on microtransactions essentially, which supports their company, I'd expect to be able to get a yes or no answer to something like this.

I went into PoE2 incredibly hopeful with how the team responded to their playerbase... but it's starting to feel like it was all lip service.

Customer support and product quality are critical for me in supporting a company. I’ve boycotted EA Games for decades because their cs is nonexistent and obviously their games are trash. As for Ggg, I haven’t purchased a supporter pack in years and keep finding reason not to.

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neohongkong#0222 wrote:

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Ensimada#1856 wrote:

Is anyone else waiting since December 2024 for some form of response from Grinding Gear?

They don't seem to be responding to emails at all.

if you keep sending email , you will by re-queued. When you send your last email? Yesterday or December ?

I did wait a month to follow up with them after sending my shipping details, but the question then is how long should we wait for a response, if that isn't long enough.

Whilst I do get your point and that it's a technical limitation for them, confirmation of receipt for personal details is a bare minimum, even more so when you consider they had a data breach a couple months back.

I suppose at this point the thread is more so just to share my experience and have a short vent, realistically I know it won't prompt a response from support although a man can dream.

I made a support ticket and I got a reply pretty fast where they asked for transaction id. I provided this information quite fast and then silence. I bought two supporter packs and considering buying more, but their customer support is giving me a bad taste. I get it, they are a small company, but they are potentially losing a lot of customers with this type of support.

I've heard people been waiting for responses from nearly a year ago.
Quality of support/GGG in general has tanked quite significantly unfortunately. And I guess re-submitting tickets is the worst thing you can do.
Just hope and pray I guess at this point.