Customer Support Update

48 pages of angry customers/players, what happened to GGG? A once respected and reputable Developer. my ticket hasn't had a reply since november 29th. In what reality is this acceptable support?

In GGG management's "reality". If you catch that euphemism about heavily dysfunctional tabernacles.

That's why they double down on 10x mail "processes" and have generally improved nothing in 5+ years. The sort of "environment" where not one but several data-breaches are bound to happen, nothing unexpected. any external observer will already know about employee happiness and their rotation, fluctuation.

By not changing anything about either the technical and practical issues. Nor it's "professional" causes...

GGG and POE2 are basically and publicly waving and hysterically shouting:
"eeEEEeeEEeyyyYyY LOOK AT US! we're completely COOKED!"

They are done. Unfortunately. This will have been the last chance at a proper and healthy POE. :/

Customer service the first 12 years - AWESOME

Customer service the last 4 months - GRRRRRR

I'm still waiting on a reply for my microtransaction issue on Feb 17 2025.

I'm still waiting for a reply since Feb 17'th.....

Still waiting on a reply since GGG last asked for account details on 1/16 and ghosted me.

What’s it going to take?

I have exactly the same situation. They requested the data and disappeared, they still have not responded to the letter since January 28, 2025.

Due to this issue, I am unable to upgrade the support packages. Apparently, they don't need the players' money...It's very sad

I'm still waiting on support to actually help since December.

Yep 4 months 134-135 days since contacting support on November 21st 2024 for the one time Mtx transfer from Xbox to pc. I have had no contact since and have not sent a follow up or anything. Still blows my mind that anyone that's sent an email weeks before the launch of poe2 on December 6th are still waiting for support. What kind of queue system do they really have sure as hell isn't FIFO (Frist in first out). Another mind bender is their ability to get 550+k emails done in a little over one month with a 2 week holiday and yet can't get the last 75k at that time in almost 3 months.

I asked on the forums if I was still in queue and got confirmation I was on Feb 8th (almost 2 months ago) from support but that was it no other useful info sadly.

I've been very patient and understanding then I was mad and now its almost comical at this point.

Good luck and stay sane exiles maybe we'll get support before 1.0 :)

I work in IT and the fact that there's no ticket number assigned and everything is done via email shows that there's no actual ticketing system, no Help Desk at all. There's no tracking, no SLAs, nothing is measured (KPIs). Agents seem to reply to whatever incident they catch at that moment, if they feel like it.

Any decent company would have implemented a ticketing system by now (there are FREE ones, you don't even need to set them up (Lansweeper is an example), just create a business account and you have a free Help Desk.

I've had to provide a ton of information to recover access to my account that was secured, password changed (and it's unique for this account), MFA is set up, everything. It didn't matter, it was locked "to prevent further damage" despite me indicating that it wasn't necessary.

The account I'm typing from was the last request from Shaun from support telling me to create a new account and log into the game and share the account info. That was almost 2 weeks ago. Now I'm not even getting a reply.

Worst part is that I only want to recover my guild, as I was the guild master and whoever got access to my account deleted everything, guild bank tabs and all. I don't want the items (it's Early Access, FFS, who cares about items), I just want to play with my friends with the money we spent. I don't even know if they can restore the guild! They refuse to tell me if that's even possible!

I don't know how hard it can be to set up a decent Help Desk for you GGG, but this for me is the point where won't be spending another dime on the game. I wish I could get back the 100€ I spent on the EA key...

YO whaddup GGG. any results yet?

or is there a gggrepresentative@tencent.com or something we can mail to?

your fantastic "management" feeling like posting some sort of another "amazing" and "totally honest" customer update on this major incident?

Like WE ARE LITERALLY APPROACHING HALF A YEAR NOW:
Just in case you lads missed that sort of absolutely INSANE time-frame.

NO JOKE