Support Email Response Delays

For those who have had their issues resolved ( probably won’t longer be on this thread, heres hoping) did you send follow up emails as i fear mines lost..

Are you really sticking to your 48 hour refund window policy after taking over 40 days to get back to people? That's beyond scummy..... No one could reach you within 48 hours let alone for the next 2 months.

I feel dirty ever supporting your company... especially having spent thousands buying myself, spouse, roommate, and friends grandmaster packs in the past. Also all the other purchases I've made.

You have forever lost any support from myself, and I'm sure a lot of other people feel the same way.

This company has to be the most unprofessional company ive ever seen. Almost 2 Months now - thats just insane.


Seriously if you ever have any problem with this game - you will never get support.

mine almost 2 months now. They are sitting millions of dollars milking from PoE2 but could not get a support ticketing system. I'm not sure why they are not regulated?

I put in a ticket asking where my hoodie was when only my t-shirt got delivered. Got a follow up asking to verify info like 3 weeks ago, still waiting for a reply after providing them the information requested.

It's getting pretty ridiciulous..

Did anyone here got his problem actually resolved?

2 months now without a solution for such simple problems..

nope
first contact was 18.12.
first and only reply was 6.01. asking for additional info

this is a joke

First email was 11-30-24, mails back and forth until 1-2-25 and then silence since then, all to unlink a steam account.

Absolutely the worst company in history, I'd give them a -10/10 review if I could

Ok so, how much longer should I wait if I sent a message on 20 December about some fraudulent purchases made from my account and still have not received any sort of response? At some point you said the support team has responded to about 500.000 tickets and that there are about 70.000 left, it's been a while since you said that but I still have not received any sign.

Observing what's been happening lately, I've come to the conclusion that GGG has gone into full panic mode. They've bitten off more than they can chew. A delayed EA launch, no 3.26, customer support issues, a half-hearted one-month league. Minimal transparency and communication toward players — whenever things start getting too heated, they release some meaningless statement just to relieve pressure or divert attention for a while.

The support announcement? Completely meaningless. They might as well have said they processed a gazillion tickets and have a bajillion left. We got no estimated response time, no processing rate—nothing. But a few people calmed down because "GGG cares." When the silence about 3.26 became too noticeable, they suddenly realized that people actually want PoE1 and feel betrayed. So they put out a message admitting they screwed up but promised to release 3.26 someday in the undefined future. When that wasn't enough, they followed up with another announcement — here’s a makeshifth one-month league, now leave us alone.

It's obvious that someone at GGG lacks the competence to manage a project of this scale. Or maybe they never even considered a worst-case scenario, thinking everything would go exactly as they envisioned, without setbacks or problems.

I get the feeling that they’re treating the whole customer support disaster as a secondary issue because they have bigger problems. Sure, they’re probably doing something with the tickets, but it's too slow and inefficient. I'm not sure if the copy-paste responses — which often make it seem like they didn't even read the original message — are the result of strict corporate guidelines, poorly designed procedures, automated bots, or just sheer disorganization where no one actually knows what's happening, and they're simply buying time instead of genuinely addressing the issues. If this kind of situation happened with any high-budget production, the media backlash and PR nightmare would have forced the company into a swift and decisive reaction. Meanwhile, when I looked through articles about PoE2, I barely saw anything about customer support issues. GGG keeps content creators happy with a direct support hotline, while the rest of us get ignored because they're busy putting out fires elsewhere.

I assume that before PoE2, they had a small but functional customer support team. But they completely underestimated how many people would have issues and started expanding it way too late and by far too little.

One last thought that’s been creeping into my mind — maybe support opens my ticket, sees my negative posts on the forum, and decides to punish me by not responding. lol