On the state of my ticket and more

More than 2 months have passed since I last messaged your support team.

Initially, I was given a timeframe within which to purchase a specified amount of points and told the payment plan must be completed within three months.

Long ago, I deposited all the required funds as requested by your customer support, had the points removed from my account, and received nothing due to them "misquoting" numbers in the initial agreement. After that, there were no replies, and the three-month period expired through no fault of my own.

Are bytes in your database so costly that instead of honoring your own offer — pressing a few buttons to grant my account the MTX I paid for — you'd rather shift the cost of your employee's mistake onto the customer to squeeze out another penny? I even proposed a compromise where I'd accept less than agreed, just to resolve this fairly. All in order to peacefully accommodate both my needs and your employee's misstep.

I also fear that after all this waiting, you might refund the points — purchased raw, without supporter packs (something no player normally does) — leaving me in an unpleasant spot.

I have no legal recourse, of course, and the issue isn't significant enough to warrant such worry. But I'm tired and disappointed by the silent treatment. I just want a simple response and reasonable consideration.


More unimportant whining:

I don't understand why you still have this abysmal e-mail ticketing system with any new messages moving customers to the back of the queue (which is not an obvious trait of the system to begin with, meaning there are lots of people trying to get through and never receiving any help).

PoE2 held the #1-2 top seller spot on Steam in my region for quite a while, so you can no longer justify support related mishaps and delays by posing as a small studio on a budget — especially with Tencent as a majority shareholder. In-game, I constantly meet players with the priciest new supporter packs, so money probably isn't the issue.

Is it explained anywhere why GGG avoids making a dedicated ticketing platform? Wouldn't copying such basic systems already implemented by innumerable other projects be trivial compared to developing and maintaining this game?

Why do you only hire CS personnel in NZ and Australia? From the amount of unhappy posts on this forum it is clear you don't have enough staff. Why not rent a building in, say, Eastern Europe and get a lot of dedicated employees who would be happy to work for you?

Median wages in such places are lower than you're used to paying, Europe's large population lets you be selective, and intra-European relocation is feasible. Plus, locals share the Western "Zeitgeist", easing collaboration, and your game is hugely popular with nearby Slavs — ensuring deep understanding of its workings in a decent percentage of prospective staff applicants.

Also around the time of my last message, you put the "Customer Support Update" post on Steam. It said: "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."

So I figured: hey, they resolve 235000 tickets a month, pretty good! And there's under a 100k left! That means they'll probably get to mine in like a month tops! If the rate mentioned is correct, was I simply ignored, then?

Shortly after my forum post the CS decided to answer my two months old e-mail. So whining apparently works.

Of course, no consideration for their own mistake, my wait, etc. Not even an apology. A simple offer: either pay more money than WE and YOU agreed on or get an ugly refund of useless points.

Well, this customer treatment beats total silence at least.
Thanks anyways!