Support Email Response Delays

"

SwissT4nk#0674 написал:

I have send last Thursday an email because it double paif my supporter pack and did not get any response its nearly a week and in this post is written GGG is aiming for same Day response what should i do i need my money back i only orderd the 100 dollar pack because i have no more money to spend on the game and now i waiting nearly a week that i get my money back and not even get an answer on my mail

"

syni#8202 написал:

"

SwissT4nk#0674 написал:

I have send last Thursday an email because it double paif my supporter pack and did not get any response its nearly a week and in this post is written GGG is aiming for same Day response what should i do i need my money back i only orderd the 100 dollar pack because i have no more money to spend on the game and now i waiting nearly a week that i get my money back and not even get an answer on my mail

You can try doing chargeback on your credit card. Totally legitimate since you have tried to resolve this already with the business and they fail to meet the obligation to address the problem. Call up your bank or credit card company and say you cannot get resolution from the business you bought a product from.

This behaviour displayed by GGG is classified as fraud by some payment companies, stripe for example calls this 'friendly fraud' (https://stripe.com/en-ca/resources/more/chargebacks-101).

"

syni#8202 написал:

You can try doing chargeback on your credit card. Totally legitimate since you have tried to resolve this already with the business and they fail to meet the obligation to address the problem. Call up your bank or credit card company and say you cannot get resolution from the business you bought a product from.

This behaviour displayed by GGG is classified as fraud by some payment companies, stripe for example calls this 'friendly fraud' (https://stripe.com/en-ca/resources/more/chargebacks-101).

"

brandondimopoulos#7007 написал:

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.

"

brandondimopoulos#7007 написал:

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.

"

POEmastergen24#3560 написал:

"

brandondimopoulos#7007 написал:

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.