Customer Support Update

Its sad really...rough start in general in every possible way , and it doesnt sound nor looks promising.

Like i said , i'm just waiting my issue to be resolved (literally 3 seconds of their time) and i am gone from here. Its just not worth it.

Did any1 actually get their account unlocked? Mine has been locked for 16 days, 9 days since my last email to them.

It's been 50 days (7 weeks), since my initial email to them about my first transactional problem. (07/12/2024)

It has been 43 days (6 weeks), since my follow-up email to them about the prior transactional problem and a new transactional problem that came up.

It has now been another 23 days (3 weeks), since my second follow-up email.

To have to wait almost 2 whole months since my initial email, without any response whatsoever, is unacceptable.

"

Rheannon96#1691 написал:

It's been 50 days (7 weeks), since my initial email to them about my first transactional problem. (07/12/2024)

It has been 43 days (6 weeks), since my follow-up email to them about the prior transactional problem and a new transactional problem that came up.

It has now been another 23 days (3 weeks), since my second follow-up email.

To have to wait almost 2 whole months since my initial email, without any response whatsoever, is unacceptable.

Soon, users will definitely show up saying, "Thank you, GGG, for being transparent and sharing issues with the players. We'll wait. After all, this is early access."

Some people literally don't care that support is practically non-functional and only creates the illusion of activity using bots. They're ready to justify any missteps on GGG's part.

It's been 39 days since the first feedback email on December 17, 2024, about my account email being incorrectly changed and the 300 gold coin issue with my Xbox EA. Until today, I have not been able to do my EA properly.

I even re-purchased a copy of the EA and asked to unlink my Microsoft account under the original account that was incorrectly altered (as this account is my work account), and so far no news, all mechanical replies.

Went back and looked at the Help board and it turns out I'm not alone.

So it's time to discuss the forum thread that JC_GGG private messaged me about and threatened to delete me: a thread discussing the need for a more modern support about time(https://www.pathofexile.com/forum/view-thread/3692203/page/1#p25844896)!

"

Rheannon96#1691 написал:

It's been 50 days (7 weeks), since my initial email to them about my first transactional problem. (07/12/2024)

It has been 43 days (6 weeks), since my follow-up email to them about the prior transactional problem and a new transactional problem that came up.

It has now been another 23 days (3 weeks), since my second follow-up email.

To have to wait almost 2 whole months since my initial email, without any response whatsoever, is unacceptable.

I feel you. It`s 39 days, nothing reply at all!

"

Rheannon96#1691 написал:

It's been 50 days (7 weeks), since my initial email to them about my first transactional problem. (07/12/2024)

It has been 43 days (6 weeks), since my follow-up email to them about the prior transactional problem and a new transactional problem that came up.

It has now been another 23 days (3 weeks), since my second follow-up email.

To have to wait almost 2 whole months since my initial email, without any response whatsoever, is unacceptable.

well... do it better then. Message me if u did.

Thanks GGG team!

So for those complaining about response times after follow-up emails, I used to be a Team Lead for a support team (Not at GGG, but it still applies, I promise) and I have some info to help:

- Customer Support Teams use what's called a CMS (Case Management System)

- The Case Management System runs an automatic queue for your emails, they pop up on a Service Representative's (Normally called an Agent) screen in what's called a Widget. They click the Case, work the ticket/email, put in their final notes (if applicable), close the Case. Another one automatically populates after this.

- The CMS will be set up by a few standards;
1. Case Priority (Things like fraudulent activity, escalated complaints, legal threats, etc. normally take high priority. Obviously, don't try to do or falsely report this stuff to try and bump ahead of line. You'll get in trouble)

2. Age of MOST RECENT contact. This is why in their original correspondence GGG is saying to NOT email multiple times. Multiple emails do not display urgency to the Case Management System, they do not pop up on an agent's screen only to be discarded, that is not what happens.

2A. To explain further, say you're at Position 3 out of 5000 in queue, your Case is about to be worked. However, you send a second email going "Hey, been a while, please look at this", the Case Management System automatically puts you right to Position 5001 and you've effectively extended the time it takes to get to your Case.

In order to get the best assistance ASAP:

- Keep your email simple and to the point

- Send in one ticket for each problem and wait for a duration of at least 20 business days before prompting again (At least at this time, training classes and nesting periods can take a while)

- Don't be mean in your emails; as frustrated as you are, the Agents you'll be getting are likely going to be new and fresh out of training, as much as any company will hate to admit, Work Avoidance exists and if you come in at them raging, they'll either not know how to manage your problem or will try and avoid your ticket entirely

- Agents will likely be using Templates (copy-paste responses given to them by higher ups), if the Template used does not address your problem, simply state so and refer to the above

Godspeed all, and good luck out there!

Appreciate the info you shared Mathias.

Seems like the only thing that can be done is for us to wait, sometimes thats the hardest thing to do.

Sure hope GGG resolves my issue soon but damn, it sure is frustrating as hell to wait :(