Customer Support Update

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Pro100sergo222#5265 написал:

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HowToGusta#6151 написал:

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Werdx_1#3669 написал:

I could understand ''slower than usual respond time'' but i've been waiting 37 days for a reply...

That's not ''slower than usual'' that's literally completely ignoring emails.

Do you understand what 545,000 emails means? This is not Blizzard with 10k+ employees but a medium sized business with at most 500 employees?

So, in your opinion, if a company has few employees, its clients should wait for responses for a month or longer? Does that seem normal to you?

What waiting time, then, would seem unacceptable to you?

And if you contact a bank's support about a blocked card, would waiting 37 days also be fine with you? Many banks don’t have significantly more employees than GGG. Around 1,000 employees already make a bank a large one.

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HowToGusta#6151 написал:

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Werdx_1#3669 написал:

Stop trying to put words in my mouth. It is the reality and we deal with it. They have apologised and have explained they are recruiting more people to handle the workload.

Do you get it? Or do you want to complain more?

Yes, of course, I want to complain. I want my issue to be resolved, not swept under the rug. I want people to know that I, along with many other players, have faced this problem.
Your appeals only benefit the company, not the players.
So, I can't understand why you're writing this and defending GGG.

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Pro100sergo222#5265 написал:

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HowToGusta#6151 написал:

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Werdx_1#3669 написал:

Stop trying to put words in my mouth. It is the reality and we deal with it. They have apologised and have explained they are recruiting more people to handle the workload.

Do you get it? Or do you want to complain more?

Yes, of course, I want to complain. I want my issue to be resolved, not swept under the rug. I want people to know that I, along with many other players, have faced this problem.
Your appeals only benefit the company, not the players.
So, I can't understand why you're writing this and defending GGG.

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HowToGusta#6151 написал:

It's why I defend the company because most people do not understand a company is just a collection of PEOPLE. Just like the players, they deserve some grace and understanding. From where I sit, on these forums in particular, it's mostly people who can't see anything but their own problems and come here to shit on the people working hard at GGG.

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Pro100sergo222#5265 написал:

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HowToGusta#6151 написал:

It's why I defend the company because most people do not understand a company is just a collection of PEOPLE. Just like the players, they deserve some grace and understanding. From where I sit, on these forums in particular, it's mostly people who can't see anything but their own problems and come here to shit on the people working hard at GGG.

Yes, I understand your opinion, but you also need to understand that if PoE were completely free, it would be somewhat tolerable.

But I haven't received a response for two weeks.
I PAID for the game, I made in-game purchases in the STORE created by the developers of this game.
Don’t I deserve the right to get a response? Don’t I deserve the right to at least know my position in the queue?
Why am I being ignored?
This is terrible.

And the people working at the company are not to blame — that’s a fact. I’m not blaming support. But I am blaming the management. These people could have anticipated that PoE2 would be a hit and that there would be a flood of user issues. They could have hired additional support staff IN ADVANCE.

And what do we have in the end? The support team is working 24/7 with only 2-3 people per shift. Seriously?
Why not hire people not only in New Zealand but also in other countries to ensure 24/7 availability and respond to requests more quickly?

But no, GGG did none of this. Therefore, blaming them is absolutely the right decision.

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HowToGusta#6151 написал:

I see the issue here. You see yourself as a victim. You aren't being ignored, don't worry.

Also, regarding services and support, I understand the need to complain if you're locked out of your bank, or you don't have working heating or running water. Something substantial you know?

I'm wondering, are you able to play the game? Is that what your ticket is about? Because I get why you'd be complaining if that's the case. Otherwise I would find it hard to justify personally.

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Pro100sergo222#5265 написал:

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HowToGusta#6151 написал:

I see the issue here. You see yourself as a victim. You aren't being ignored, don't worry.

Also, regarding services and support, I understand the need to complain if you're locked out of your bank, or you don't have working heating or running water. Something substantial you know?

I'm wondering, are you able to play the game? Is that what your ticket is about? Because I get why you'd be complaining if that's the case. Otherwise I would find it hard to justify personally.

Yes, of course, I understand your point as well, encouraging others to stay calm. It’s a very reasonable and balanced opinion overall.

But I’m just saying that GGG should pay closer attention to resolving issues that have been reported to them for over a month. After all, their profits and player loyalty depend on it.

And yes, I can’t play the game :) I got a 24-hour ban that has suddenly lasted much longer. I haven’t received any notification about the duration of the ban, and I can’t even check my status. So, in a way, I feel trapped and stuck :)

Naturally, I’m upset about this situation, so I’m writing everywhere I can to draw attention to it. Because, despite all the support issues, the game is absolutely fantastic.