Customer Support Update

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HowToGusta#6151 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?

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1stVN#2894 написал:

I just want play normal, game alway freeze when loading.

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ozram#3086 написал:

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HowToGusta#6151 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?

At these levels pseudo "transparency", indirectly blaming support staff (over processes and management) with a little apology simply isn't enough.

GGG has severe management, "management-people" and infrastructure/process problems: Thousands of paying customers are waiting 2-3+ months. Clearly you lack the experience or objectivity to properly interpret those problems.

A truly professional and transparent response would include adressing those specific management and "people" problems. The ROOT causes for said issues. Which clearly exist since 5+ years. Not even 4x-8x the support staff will improve any of that if management is unable to deliver genuine, professional team-work and most importantly: self-reflection.

Hence why we get a response with 8x mention of support-staff in 8 paragraphs. And not a single word about management and process issues. They are basically saying: We are unwilling, unable to address or even recognize the core issues, and we don't care enough about you as a customer to deal with said management and "people problem" professionally.

That is the actual and core reality on a deeper and factual level. Can you somewhat captivate that? Over superficial regurgitation?

This isn't even about complaining. It's simply a matter of fact. And aside from critical risks in terms of data protection and privacy. Legal and ethical IT responsibilities. This sort of problem, not addressing disturbing or heavily incompetent positions. Can quickly ruin an entire company and business.

Especially when things and that specific "staffing", are not addressed at all. Not even after 5+ years of severe and obvious problems.

This isn't your superficial fantasy or playground situation. Those are critical and serious issues. No matter how good they manage to make the actual game. (Which I really like, despite EA and it's own, severe issues). Aside from the obvious customer support problems. It will naturally also have an effect on the quality and improvement of the game:

If you're not even able to complete even the simplest user requests before 2-3+ months. How do you expect them to accomplish any reasonable feedback loop and "continual service improvement" in general? Or even just in processes and infrastructure? Apparently that seems impossible since 5+ years. Apparently they prefer to defend, avoid and twist obvious issues. Since 5+ years.

Does that somewhat make sense to you? That people with deep and decade-long experience in exactly that field. Having experienced dozens of identical projects and issues, including their inevitable, catastrophic outcomes. That such people see into processes and usual problems. Quite differently than the regular user that maybe works in an entirely non-technical field on their day-job? Even if they equally only have the external results and perspective available.

Some "staff" at GGG stands in the way of improvement and addressing core problems in a professional and self-critical fashion. While blaming and detracting everything else: Be that request-volume, support-staff or just about anything else than themselves and their own lack of responsibility and criticism.

I can also tell you exactly how they managed to "reduce" 500k tickets down to like 75k. Management will simply realize that this isn't looking good. So in desperation and detraction they will find some "statistical" or threshold manner to simply eliminate most of the "problems". Be that something like:

- Hm. Let's just cut off and close any request that didn't get a customer follow up since 2+ weeks
- And for those that do, they'll just end up at the very end of the entire backlog.

-> "that will teach 'em!" - problem solved!

Not only that sort of cut-off, but many of the processes and convoluted non-solutions seem to be based on emotional and psychological sensitivities. But also the entire process aka issues that exist since at least 5+ years.

I wouldn't even be surprised if there wasn't any sort of experienced or qualified operations or support management, at all. Afaik they merely started hiring for one sysadmin like 1 month before release. Who knows - maybe the entire support and their infrastructure is managed by their CFO.

On the side. Easy, no? What could go wrong...

My "favourite" so far from 1.8/5 abyssmal average of trustpilot reviews is this poor fella. If true I hope fam and health are somewhat ok. :/ But what a surprise, look at some of the other times, i.e. years. Do the issues and descriptions and the "processes" sound familiar?

Oh I bet they do: And looks like we've got some massive data and privacy breaches running rampant since years. Kinda makes sense if access to admin accounts and the whole state of processes and infrastructure is running rampant, without any seeming competence in support management?

- Apparently Support is reading these conversations. Can we finally escalate this serious problem to the highest management? I mean - as long as the "GDPR challenges" aren't too uncomfortable. Right? If there even is any "support management". But eitherway - That doesn't seem to be good enough.

We want some serious transparency, problem and staffing-analysis. Emergency and mid/longterm plans. I highly doubt that this sort of state is still within legal ramifications and requirements. I mean you can't even provide response to any sort of GDPR request within 3+ months. If at all? If you can't even accomplish the simplest 5-second standard requests.

That's a serious problem, GGG.

We understand over it's legacy, chronology the number of variations and systems in the backend with all the different account options and interfaces. Is an absolute challenge. No one would envy that sort of

But this is unacceptable. It hasn't been acceptable since 5+ years?

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Oct 16, 2019
They failed to protect my data.

They failed to protect my data.

I only logged into the game via Steam, from a fixed IP address in Australia that never changed.

They got hacked and my customer data was exposed. An individual that in no way matched my user patterns (direct login from vietnam, no steam), logged in and compromised my account.

Further, because the password was a generic one I used with gaming, they were able to extrapolate it and mess with my access to a number of gaming platforms, which I subsequently had to fart around fixing up and making secure (while going through cancer treatment and caring for three young sons). Don't need this crap, and it's all due to GGG's inability to protect my data and to notice dramatic deviations in user access.

Since they closed the gate, it was HARDER for me to regain access to my account after I froze it as soon as I learned of the hack, than it actually was for the dodgy scammer to access my info.

So .. even though the game itself is OK --- I didn't bother.

Grinding Gear Games - no, not worthy of trust.

Date of experience: October 16, 2019

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Dec 28, 2023
Rubbish Support

Rubbish Support, I never gave reasons for have a account blocked, I don't use global chat, I don't use any kind of illegal thing and for no reason I was blocked 2 days ago, I've already sent an email to support with all my details and I haven't heard back from the developer company Grinding Gear Games, the service provided is regrettable.

Date of experience: December 27, 2023

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Oct 29, 2023
They banned my account without any…

They banned my account without any proof. They just said i had banned with Reason: "Breaching Terms of Use"
Started: Oct 27, 2023, 6:35:45 AM
I had went to sleep at 2 am and half past 6 they banned me while I was sleeping.
While I didn't violate anything, it was like they intentionally banned me. I explained that I was wronged but the support team still said that the account would still be locked, they worked like robots.

Date of experience: October 27, 2023

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Jun 3, 2018
Garbage company

Banned my account, won't reply to my requests, and simply say they can't do anything. Complete nonsense. There is nothing that can't be undone with an account. They basically took my money, banned me, and expect me to dish out more cash for another account. I hope these kiwis... [redacted].

Date of experience: June 03, 2018

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Mar 25, 2018
Doesn't care about its consumer base

Doesn't care about its consumer base. Its not a complaint its hard fact. It has taken nearly two weeks to get a refund. I was asked for 6 pieces of information over nearly 10 e-mails, something that could be done in one e-mail and STILL didn't come to solution about the problem. GGG are happy to take your money but when you want it back or need help with account issues its none existent. I absolutely loved this game until I've had to deal with this level of incompetence. All I want is a refund. I was asked for Xsolla transaction ID which doesn't appear on Paypal transactions, how am I supposed to provide a piece of information that doesn't exist? I provided you with character names, account names, my paypal transaction ID, card number, the works. Still completely impossible to get a refund for the worst league in PoE history.

Date of experience: March 25, 2018