How are response times this bad

Title

I know that there are a lot of requests coming through the pipeline but its beyond a joke at this point. I first contacted support about an issue with my account that is unsolvable without direct intervention at your end at the start of December. The last response I've gotten from you was 11 weeks ago now and was one of only 2 replies from support about Identity verification. I cannot fathom how there are possibly that many tickets to work through that there is over an 11 week turnaround between support staff seeing my ticket and responding to it.

Its disgusting!

And its beyond customerfriendly, its a shitshow/disaster for a company.

The initial crisis was due to GGG not expecting POE2 Early Access to be the biggest release they ever had by a factor of 2 or more; and aggravated by the combination of Christmas and Summer Holidays in NZ making it a terrible time to try and hire/train more people.

It's been 3-4 months since they've known they were in a crisis; even with the aforementioned difficulties the fact that they appear no closer to actually getting the backlog drained is disgraceful.

I also had my main account completely locked, and besides verification they haven't responded back on why/how it happened. Just spent a bunch of time building up an aurabot to play with my friend in the new phrecia event - hopefully I can get it back before it ends. Was hoping to play with him this weekend.

Honestly I doubt the issue is with "huge amount of tickets". Most likely it's the processes that aren't build correctly, if any. Playing base is not that big to have even 10 tickets/day so my guess is just that the process is awfully organized.

"

Ignalion#6209 wrote:

Honestly I doubt the issue is with "huge amount of tickets". Most likely it's the processes that aren't build correctly, if any. Playing base is not that big to have even 10 tickets/day so my guess is just that the process is awfully organized.

They received over half a million in the first two months of EA.

We're well past due for another status update.

https://www.pathofexile.com/forum/view-thread/3703227

"

Community_Team wrote:

Since the announcement on the 22nd of November the Support Team has received around 545,000 email requests and been able to reduce the remaining requests to approximately 75,000.

That said, the process - or rather the lack of one - itself is a disaster. It appears that GGG is just using a shared inbox and replying to the oldest unread messages in it with no actual ticketing system behind it and resulting in problems were they ask for some information repeatedly that was replied to up thread. That's why sending a follow up email resets your position if they hadn't gotten around to replying yet. Unfortunately it also means that if an email gets lost your only options are to resend or wait forever.