Customer Support Update

I just want to point out that it is now March 14th 2025, and you guys claim to have reduced your support tickets down to 75,000 tickets in January. The last time I had any kind of update to my ticket concerning the MTX account merge that was offered at the release of poe 2 beta was in January. The only reason I even chose to cone back was the fact I wouldn't have to repurchase everything I had bought via my Xbox account on PC when I wanted to make the switch to playing on PC. I think the players deserve to know if this one time account merge of our mtx purchases was scrapped or any kind of official update on what's going on with it. Considering the amount of tickets that was reduced within the first month, I find it hard to believe you guys still have 2 month old tickets that are still sitting unanswered. Its really not asking too much when ive spent more in this game than any other game I've ever invested in, only to be made to feel ignored.

What is the email backlog like?

I've been waiting 4 months now for a response to an email support request ?

Took them 3 months to sort our my issue and with each new email they sent I had to send one back and wait for weeks to get an answer.

This is truly bad!

They sorted my issue admitted fault and made all well. So there is hope people i was one of the maddest and they fixed it for me and turned me back into a believer.

My problem is the same, i spent money because i beleive in the game and WANT to support it. I want to buy more of the physical gear and more expensive supporter packs. Why is it so hard to even get a simple reply? Here we are now about to start the next patch in a few days. I'm terribly dissappinted, and i cant justify spending more money until i get a resolution.

I also hope this means that IF i upgrade even further to the max tier that it wont be several weeks/months before any update from those purchases.

3 month now without completing the simple task to unlink my steam account from my PlayStation account. Why did I spend so much money for the supporter pack when there is no support?
I really would like to play the last 20 patches …

How are you guys 4+ months deep of this and no one has created ticket submission forms?

Email tickets in 2025?? What is going on over there?

NO ONE should be getting a month later reply on an email asking basic simple questions from support that can be asked upfront in a ticket submission.

This is something that can be implemented quite literally over night, does support and leadership not feel silly asking the same basic questions hundreds of times a day?

PLEASE get some leadership that understands basic customer support GGG! You guys have no business pushing out more supporter packs each wave of 'EA' (which is bullshit PoE2 is OUT) until you can do basic customer support to those accounts in the same League!

Exactly.

GGG's absolutely incompetent management is doubling down on archaic, multi-step "verification" steps required due to their own data breaches.

In terms of basic business requirements and legal security and privacy requirements this will not end well for GGG and POE2. According to user-feedback this very type of issue has been on-going for 5-10 years.

A quarter of a year has passed since their "heroic" and bs support-team accusation. Without a single update. Nor any form of change, improvement or results.

Pathetic. Incompetent. Absolutely unprofessional.

Bring it on: another, little bs update. GGG is "known" for their totally not superficial "transparency", aren't you? Gonna blame some random toilet-cleaner stumbling over support server's network-cables this time around?

As i can see and read almost everyone is not satisfied with poe support. i bought game on steam somehow never get 300 coins they asked for all informations with screens of transaction id i waited weeks to get respond then they said they cant give me these coins??? is that joke or what cuz im not gonna spent extra money on stash and everything i never seen worse support tbh give me my coins which i paid for or refound me game jezz.

I bought the 300-coin package directly from your website and linked all possible accounts. I really didn't know how your account linking system worked. I thought it would become a single progression, not several branched accounts. Because I bought it directly from the website and played on Steam (at the beginning of POE 2 you weren't allowed to choose which account you would play, it was implemented later), all my progress and the amount of coins I added later (200) were linked to the Steam account. I just ask that the coins I have be transferred to my Steam account.