Technical Support (Path of Exile 1)

Why has the name of one game been appended to that forum section?

Anyone who emails techsupport@grindinggear.com gets told you don’t offer technical support, but they can post on the forum to get assistance from the community. There’s no dedicated forum section for Path of Exile 2 technical support, and it doesn’t make sense to seek to exclude PoE 2 threads from the existing forum section when you’re not offering any support yourselves either way.

The status quo is leading to forum moderators noticing people are playing PoE 2 and moving the thread to Early Access Bug Reports, regardless of whether the topic in question is remotely likely to be a game bug rather than e.g. an issue with their home WiFi that requires troubleshooting. This worsens the signal-to-noise ratio for your own QA staff as irrelevant threads are being dumped in the bug reports section. It also hides troubleshooting-focused threads from helpful community members. There are clear drawbacks to the status quo and I’m struggling to find any upsides to it.

My preference would probably be for a new, dedicated Technical Support section for PoE 2 - but I’m sorry to say that just about anything would be a step up from what we have now.

I see your point. Would seem to make sense to have both if that section is specifically for 1. They have good reason for doing this. In the gameplay section for one there is currently heaps of question about 2. It makes it very difficult to answer them, even if there is some overlap, because there is often discrepancies between the two. I'm assuming it is the same for technical questions. Why then to your question is there not a section for technical support for 2? I'm not sure. Not sure where they are going to either, probably dispersed into some of the other sections.

I've also noticed people saying this section is not for POE2 questions such as this. It's not labelled like the other sections so I assume it is for both, but don't know. I think mostly all the POE2 threads are going into the POE2 sections at the top of the forum, other than maybe help section which looks like it is being used for both. I see what you are saying though that the sections are different and may not be covering everything.

I concur.

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Sarno#0493 написал:

Anyone who emails techsupport@grindinggear.com gets told you don’t offer technical support, but they can post on the forum to get assistance from the community. There’s no dedicated forum section for Path of Exile 2 technical support, and it doesn’t make sense to seek to exclude PoE 2 threads from the existing forum section when you’re not offering any support yourselves either way.

The status quo is leading to forum moderators noticing people are playing PoE 2 and moving the thread to Early Access Bug Reports, regardless of whether the topic in question is remotely likely to be a game bug rather than e.g. an issue with their home WiFi that requires troubleshooting. This worsens the signal-to-noise ratio for your own QA staff as irrelevant threads are being dumped in the bug reports section. It also hides troubleshooting-focused threads from helpful community members. There are clear drawbacks to the status quo and I’m struggling to find any upsides to it.

POE2 is in BETA, which means any "technical" problems are likely bugs so it makes perfect sense that they would say post them two the bug support section.

If you issue is with your home wifi, a video game's forums is NOT the place to be looking for help. This isn't generic tech support. If you need "generic technical support" then you need to look in appropriate places and not a forum about one specific game company.

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Valsacar#0268 написал:

POE2 is in BETA, which means any "technical" problems are likely bugs so it makes perfect sense that they would say post them two the bug support section.

Why?

Why would people only have technical issues with a game not in Early Access?

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Valsacar#0268 написал:

If you issue is with your home wifi, a video game's forums is NOT the place to be looking for help. This isn't generic tech support. If you need "generic technical support" then you need to look in appropriate places and not a forum about one specific game company.

Please do not be intentionally obtuse.

A person who plays a game and is not overtly tech savvy is naturally going to go to the forum for that game seeking assistance. If the person is capable of diagnosing their issue to the degree of knowing it is their home WiFi at fault, the odds are they won't need to post on any forum at all. The average person can't read an MTR log - and I suspect you know this.