Customer Support Update

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Akatsuki_wei2#5672 написал:

so someone replied on POE's tweet about support response delay abt 1hr ago:

"I stupidly brought 2 delerium stash tabs in error, emailed support, was responded to and refunded within 24 hours. I have zero complaints. :) You guys rule."

^now, i have no idea this 24hrs was the latest 24hrs or not

sure u guys still have a lot of emails, but those of us like me (currently poe2 account locked for 1 month) or more, u guys really expect us to fully believe that u guys have not yet seen our email or ticket?

at this point, i think u guys are either stalling because u guys still dont know how to proceed with this issue despite all the infos given in the email, not trusting us fully or cannot proceed because thrs a bigger issue at hand no resolved.

this situation is really getting on my nerves. this game was in usd, in my country, i had to pay more due to currency exchange. i am still waiting for a resolution. I did not send follow up emails after my last reply and the last support reply was 10 days ago. - akatsuki_wei#5715

so are u guys not replying me at all because im still stuck in this ridiculous queue or there are just no solutions to our issues yet?

if there were accounts hacked or unauthorized ea keys purchased (and refunded), locked and unlocked, can u guys show some proof?

It’s simple. If you’re an influential person on social media, they’ll respond to you quickly. I’ve seen them reply to a streamer within 2 hours and solve all his problems in another 3 hours.

As for me, in their opinion, I’m just part of the “unimportant crowd,” so they can ignore me. While other users get responses within 24 hours, I’ve been waiting for 11 days now and haven’t received even a hint of a reply.

They DO NOT CARE about our locked accounts. They have Proved that they DO not Care at all.
Anyone with GGG tags is a USELESS bot here. This Forum is pointless. NO human from ggg ever reads this or any post here.

The only answer is send us a email. Then they say DONT send us email as it puts you at the end of the list. So you just wait.. weeks or months. Not knowing if they deleted your email or if they have not gotten to it yet.

Good job ggg. i spent lots of $ on poe1 and probably would have spent more on poe2 but this is the end of you for me, you are nothing more then a thief. I only hope someone makes you pay in the Court of law.

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They DO NOT CARE about our locked accounts. They have Proved that they DO not Care at all.
Anyone with GGG tags is a USELESS bot here. This Forum is pointless. NO human from ggg ever reads this or any post here.

The only answer is send us a email. Then they say DONT send us email as it puts you at the end of the list. So you just wait.. weeks or months. Not knowing if they deleted your email or if they have not gotten to it yet.

Good job ggg. i spent lots of $ on poe1 and probably would have spent more on poe2 but this is the end of you for me, you are nothing more then a thief. I only hope someone makes you pay in the Court of law.

Jesus christ calm your tits, sit down and realize its still Early Access and they ACKNOWLEDGED that they are understaffed and are WORKING on it. give them time

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Arcanee95#3954 написал:

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They DO NOT CARE about our locked accounts. They have Proved that they DO not Care at all.
Anyone with GGG tags is a USELESS bot here. This Forum is pointless. NO human from ggg ever reads this or any post here.

The only answer is send us a email. Then they say DONT send us email as it puts you at the end of the list. So you just wait.. weeks or months. Not knowing if they deleted your email or if they have not gotten to it yet.

Good job ggg. i spent lots of $ on poe1 and probably would have spent more on poe2 but this is the end of you for me, you are nothing more then a thief. I only hope someone makes you pay in the Court of law.

Jesus christ calm your tits, sit down and realize its still Early Access and they ACKNOWLEDGED that they are understaffed and are WORKING on it. give them time

Oh, another witness of the early access cult.

If it's early access and the company is forgiven for everything because of it, then why are they charging money for early access and also offering in-game transactions for real money?

If it's truly early access, then they should make everything free and reset it before the release. No? Well, in that case, they are obligated to address the issues faced by users who are PAYING MONEY. It doesn't matter if it's early access or not. If they can't do that, they shouldn't release a product they are incapable of supporting.

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Arcanee95#3954 написал:

"

They DO NOT CARE about our locked accounts. They have Proved that they DO not Care at all.
Anyone with GGG tags is a USELESS bot here. This Forum is pointless. NO human from ggg ever reads this or any post here.

The only answer is send us a email. Then they say DONT send us email as it puts you at the end of the list. So you just wait.. weeks or months. Not knowing if they deleted your email or if they have not gotten to it yet.

Good job ggg. i spent lots of $ on poe1 and probably would have spent more on poe2 but this is the end of you for me, you are nothing more then a thief. I only hope someone makes you pay in the Court of law.

Jesus christ calm your tits, sit down and realize its still Early Access and they ACKNOWLEDGED that they are understaffed and are WORKING on it. give them time

its both poe1 and 2 thats locked.

That's fair, but you really need to work on the actual process. If you're already engaged with support with someone, it shouldn't take 2 weeks to get a reply from that engagement. I opened a ticket over a month ago, it took 2 weeks to get a response, which asked a question that I answered fairly quickly, and now I've been waiting 2 weeks for a response of that. It appears that instead of finishing what's being started with support, you are just answering and pushing that person to the back of the line. You're having too many "irons in the fire," so nothing is getting done.

let me get this straight

you're hiring people to respond to these requests because you can't keep up with the sheer number of incoming emails

makes sense, amazing

but you're not hiring anyone to fix the game when it's a complete mess in terms of balance

why?

Here's me with 3 weeks waiting to buy a stash tab after having paid for the points, having them show in my account but every time I try to purchase something it says I need to buy points... points i already have in my account.

this will be the second sale stash sale I miss out on, never mind the amount of time I waste because I don't have the tabs I want

Frankly, while I understand their predicament, it does feel disrespectful to take someone's money and then simply not even acknowledge their existence.

I've quit playing, 100% because of the lack of support. This is ridiculous. I've dropped a couple hundred on this game already, but you've made sure I will never spend another penny.
I'm just astonished it took 3 weeks to get a reply, for me to reply within minutes, and now I'm back on the waiting game again. All because the support staff asked for information that was explicitly in the primary email.

I refuse to show support for a game that has so much disrespect for their primary users. You would rather cater to streamers that are hands down RMTing for their gear and currency. Charts are showing a decline, and I would strongly bet your absolutely terrible "support" is a good reason why.

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ThaFreeViper#8287 написал:

I've quit playing, 100% because of the lack of support. This is ridiculous. I've dropped a couple hundred on this game already, but you've made sure I will never spend another penny.
I'm just astonished it took 3 weeks to get a reply, for me to reply within minutes, and now I'm back on the waiting game again. All because the support staff asked for information that was explicitly in the primary email.

I refuse to show support for a game that has so much disrespect for their primary users. You would rather cater to streamers that are hands down RMTing for their gear and currency. Charts are showing a decline, and I would strongly bet your absolutely terrible "support" is a good reason why.

Very based, relatable and understandable.

This will not end well. That much is certain.
The 90's are long gone to excuse that sort of standards.

It's a shame for the actual and hard-working devs and support on the daily frontlines. It really is.

But management seems incapable of accepting any sort of realities:
Remember "the podcast" and the spontaneous "reasoning" against 2/MFA?

It was literally: "Muh GDPR unpleasant and hard". Note that GGG has to comply with those things anyways. That, recent and past breaches and events. That sort of attitude against obvious necessities. Does not instill anything akin to trust and confidence especially when it comes to account and data privacy.

Which makes such statements even more puzzling. While also appreciating at least partial transparency. It simply doesn't seem genuine? That and lack of any improvements and results. Should ring the alarm-bells, since years.

And while acknowledging the massive complexities and challenges no one would envy. Those things are mandatory. Not optional. For reliable results, standards and improvement.

I see none of that happening. None of it being acknowledged. And none of the root-causes even being remotely communicated and addressed?

Something is very much wrong. And for the sake of us players, as well as maybe more empathic mgmt and more capable employees. I genuinely hope that they finally and precisely address those evident road-blocks. Even if it's quite probably. Already way too late. :/

5-10 years in operations and business. Are a really long time.