The problem of email contact support
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Support responds to emails selectively and evades liability for blocked accounts.
I'm going to keep insisting until I have an answer. Support responds to my emails from alternative accounts almost instantly but not the email associated with my blocked account. I believe that there is really no desire to solve problems in relation to locked accounts, they simply select with one finger what to respond and what not to respond, prioritizing everything that has to do with microtransactions. It should be noted that there are many users in the same situation and whenever they "respond" it is to request some information that has already been provided in another email, causing the users to lose playing time and their own time. While the advertising is strong, the support infrastructure triggers a lack of attention and investment on the part of GGG which denotes that they are not prepared to handle such a large number of players. My email in question with all the information already provided in the messages I had with support previously, both Steam ID, account name with the 4 digits, and some character names: [Removed by Support] Which is linked to the account. I hope you are not offended by a user stating the reality of the situation. Last edited by Ayelen_GGG#0000 on Sep 3, 2025, 9:27:10 PM Last bumped on Sep 5, 2025, 8:17:13 AM
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" Hi there, we aren't able to assist with account-related issues over the forums. If you have emailed us at support@grindinggear.com we will look into this matter for you. We are currently experiencing high volumes of Support requests. Rest assured we will respond to your email as soon as possible. |
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If you guys are experiencing a high email load it is because you do not know how to handle it or they lack staff, you always give the same response to everything.
Since everything depends on contacting support via email, I consider it a joke that something as important as customer service and solving problems falls on such a regrettable system. |
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" Respectfully, you are misconstruing the situation. The initial queue of tickets allows any support representative to respond - typically this is a canned reply that requests certain information which would be necessary for any member of staff to be able to help you with that type of request. Once this information has been provided, the ticket gets categorised so that only appropriate team members will see it in their queue. There are fewer senior staff members able to work on account-related issues such as yours, so you end up waiting longer for a response. " Tickets pending a response from staff are ordered based on how long they have been waiting for an update - this is calculated based on the date & time of the most recent comment on that ticket. It is conceivable that, if you keep sending additional tickets, yours will never reach the top of the queue - because each email you send resets your ticket's place in the queue. GGG do not offer first-party Technical Support.
Free Technical Support guides are available here: https://www.poecommunity.help No ads, trackers, or other weird stuff. |
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" I don't consider what you are saying correct, the support answers 4 different people to the same email, so there is some type of information exchange or registration to speed up everything. I also don't see it as correct that you defend the support system as a user and seeing how many problems there are and how the company lacks the ethical sense to give priority to each thing. Finally, if it is so difficult to unlock an account, they should not give the GM of the game the FACILITY to carry out complete account locks indefinitely. |
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Adding to what Sarno said; the reported timeline for account recovery after the preliminaries by junior support is 4 mail exchanges with 4-6 weeks between each.
While GGG has hired enough people to handle basic tasks they haven't trained more people up to handle some complex tasks yet. Account recovery and a few other things are still dumpster fires. Did you ever see history portrayed as an old man with a wise brow and pulseless heart, weighing all things in the balance of reason?
Is not rather the genius of history like an eternal, imploring maiden, full of fire, with a burning heart and flaming soul, humanly warm and humanly beautiful? |
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" It's not useful to me, a GM can make 2 clicks and ban an account indefinitely, but to recover it do I need to wait 1 month? There is something that is not working... The forum moderator simply replies to all users with the same message, and gets paid for it. Or I have to assume it's a bot or AI to cut costs. I would like to know how "basic" the tasks that workers invested in are, because I see hundreds of users with problems of missing tabs, no license after the update, blocked accounts. I would like to know what those tasks are that you consider basic to invest so much "manpower." On the other hand, I don't consider giving someone a "senior" title for opening a database and unbanning an account with two clicks. It is also not good that there are users sucking GGG's socks in the forums, answering as if they were relevant and minimizing the users' problems. |
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Early in the year GGG posted having handled something in the 6 digit range total support requests. I have no insight into what all is going into their email system, but there's far more than what ends up being posted here.
It's not the unban action that needs someone senior to do a the clicking. It's reviewing what caused the ban to see if it was justified or not. Bad behavior in chat is easy - but AFAIK they almost exclusively just give mutes for this - buying ingame currency or items for real world money, or using cheat tools are not. That involves examining logs to track in game transfers or logs of player activity to look for patterns that are either super-human or mindless bot farming. This isn't just a skill/training issue; how the detections work needs to be kept close because the people selling cheats would love to infiltrate GGG's security to learn how they're being detected to work around it. Did you ever see history portrayed as an old man with a wise brow and pulseless heart, weighing all things in the balance of reason?
Is not rather the genius of history like an eternal, imploring maiden, full of fire, with a burning heart and flaming soul, humanly warm and humanly beautiful? |
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" In my case they banned me for making a joke with Hub, not even the full word. Supposedly for 24 hours but it's been 7 days now. Cheaters and rmt deserve to be banned, but having the same penalty for making a joke in the chat when there are many people saying worse things seems pathetic to me. Seeing how this is, support will surely respond in 3 months when the game has 6k players again and all the hype has passed. Last edited by ezcoria#0447 on Sep 4, 2025, 1:24:41 PM
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After just 7 days I got from support to respond to me, just 7 days and she told me the following:
Implying that my account is correctly PERMANENTLY BANNED by saying Hub " By saying Hub you are committing a crime on the same level as a cheater or rmt.. lol. A game that is clearly about death and killing, that you cannot say Hub in the chat. It's really shit. F you GGG. |
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