(Day#23)(Customer STILL Awaiting Tech Support)(Next Stop Reddit?)

To be updated periodically: Pending results.

Time Period: It's been 23 days and counting.

Outside of a single e-mail (on Day#5) asking to confirm the following:
A) Windows set to English (Reconfirmed)
B) Input set to English (Reconfirmed)
C) Hide fonts based on language enabled (Reconfirmed)
D) Restart my computer (Reconfirmed)
Tech Support has yet to respond or assist customer seeking help.
(Via e-mail, official forum, or elsewhere)
A letter was written to GGG, of which no response was returned.
Customer still awaiting technical support.

Play Status: Playable, yet error persists.
(Still testing second temporary work around)
Customer Satisfaction Rating Based On This Isolated Circumstance: (minus)-230/100

PC restart: failed
Settings fonts to default settings: failed
Hide fonts based on language enabled: failed
Hide fonts based on language disabled: failed
Windows to English and input to English: failed
Windows to other languages: failed
Clean re-installation of Path of Exile: failed
Clean re-installation of Steam: failed
Stand alone client.exe: failed
Installation of "Fontin Font Package": failed
Deletion of "Fontin Font Package": failed
Deletion of Steam/local files: failed
Deletion of mydocuments/mygames/PathofExile: failed
Configuration of regedit.exe and font registry: failed
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Fonts: failed
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Fonts: failed
Openal-soft-1.17.2-bin Win32/Win64: failed
Clean installation of Windows: failed
Zero data clean install: failed
Zero data clean install on new HDD: failed
Zero data clean install on new SSD: failed
Resolution adjustments: failed
Updated drivers and varification: failed
Creation and configuration in elevated user admin: failed
Imported default fonts: failed
Verification of game files: failed
Pack check: failed
Language settings: failed
Font settings: failed
Changing of gateways: failed
Loot filter adjustments: failed
Technical Support: failed
Official forums: failed
Personal online trouble shooting: failed
Heartfelt letter to Technical Support: failed
Brain surgery: failed

Hi GGG,

(I request that my case be elevated to management IMMEDIATELY)
(Path of Exile UNPLAYABLE approximate, 6 of 7 days, and counting)
(I will respond to initial e-mail string, as well as, create a new string duplicate, considering GGG process issues) Complications aware/noted.
(Read and evaluate, closely, the information provided PRIOR to responding)
(Path of Exile has been run succesfully on this machine for over 4 years)
(At this point, I truly feel the issue MUST be resolved on GGG's end)

Windows 7

" Font: Fontin " : In source code file: Resource\FontResourceWindows.cpp at line 57, Processing file font: Fontin Error: failed to create device context for font.

The "font" error in question changes sporadically.

During my research, I uncovered that players had experienced problems of this nature as far back as 2014.
"Fixed a crash that would occur on startup related to certain fonts that some players had installed."
1.1.0b Patch Notes (hotfix)
http://www.pathofexile.com/forum/view-thread/812514/page/1

PC restart: failed
Settings fonts to default settings: failed
Hide fonts based on language enabled: failed
Hide fonts based on language disabled: failed
Windows to English and input to English: failed
Windows to other languages: failed
Clean re-installation of Path of Exile: failed
Clean re-installation of Steam: failed
Stand alone client.exe: failed
Installation of "Fontin Font Package": failed
Deletion of "Fontin Font Package": failed
Deletion of Steam/local files: failed
Deletion of mydocuments/mygames/PathofExile: failed
Configuration of regedit.exe and font registry: failed
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Fonts: failed
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Fonts: failed
Openal-soft-1.17.2-bin Win32/Win64: failed
Zero data clean install: failed
Zero data clean install on new HDD: failed
Zero data clean install on new SSD: failed
Resolution adjustments: failed
Updated drivers and varification: failed
Creation and configuration in elevated user admin: failed
Imported default fonts: failed
Verification of game files: failed
Language settings: failed
Font settings: failed
Changing of gateways: failed
Loot filter adjustments: failed
Technical Support: failed
Official forums: failed
Personal online trouble shooting: failed
Heartfelt letter to Technical Support: failed
Brain surgery: failed

"Font error" has returned!
I have been dealing with a "font error" over the course of the past week (and counting).
I waited approximately 4-5 days before hearing from Tech Support. In that time I seemingly resolved the error on my own, however...
The error in question has returned. Incidentally, after the Path of Exile client was updated.
After a 24hr period, or coincidental, after the "Kraken Portal" update, the "font error" has returned.

Once again, Path of Exile has returned to UNPLAYABLE STATUS.
This marks an approximate, 6 days, out of 7, in which Path of Exile has been in an UNPLAYABLE STATE.

I have been taking valuable notes during the past week with regards to how customers are being treated.
The non-timely manner in which those customers are receiving acknowledgement and/or tech support is shameful.
As a result, I have decided to withdrawal my support from GGG indefinitely; pending future considerations.
My standards are NOT being met. Not only do I feel you are failing your customers, at this time, I will not pay for it.
I will NOT be enticed by fancy micro-transactions. Only when I see a level of service that merits my support standards will I recommence.
At this point, I am no longer just frustrated, I am pissed off. Very poor communication and results GGG. Very very poor!
Very unsatisfied customer rating.

Thanks for your time or lack thereof,

AmityXIII

Hi GGG,

I'll confirm. More than that though. I would really appreciate it if you would take the time to read through this somewhat wordy e-mail. Mayhaps, even pass it along to the team. As I do write it with much sincerity and with good intention. Since early adoption predating 2012; I have very much enjoyed Path of Exile. Over the course of so many years I must verify that the overall product is outstanding. I congratulate you and the team at Grinding Gear Games for an exemplary job. Well done. As such, I have and am still happy that I have returned that support in due course over time. The entertainment value provided for the cost is, unquestionably, a positive one. I wish GGG all the best and hope to see the company continue to grow as we look forward to the future.

However, I must digress. During the last few day's Path of Exile has been completely unplayable for me. I can say that I, routinely, have been very happy with the level of support I have received when I required it. While I thank you for finally acknowledging my predicament; what you have suggested me to confirm is rather basic. Especially, considering the waiting period. I remember fondly, instances where I conversed with Chris and other members of the early team directly. Sometimes even in game. My questions were answered unrealistically quick. At times within minutes.

I was blown away. Miles ahead of the experience provided by other developers around the gaming industry. This led to customer loyalty and a passion to continue supporting GGG and the product they were providing. Yet, I must take note that I am beginning to fear that the level of support I have become accustomed to has failed to keep up with the growth and demand of the product that is Path of Exile.

Waiting upwards of 4/5 days to even begin dialogue is beneath my standards. My negative perception on this matter was definitely compounded by the fact of the game being completely unplayable during this time period. Not only did I seek support through techsupport@grindinggear. I took to the official forums seeking solutions. I received zero support. As a result I am unhappy and am constructively expressing that in this letter.

I took it upon myself to invest upwards of 30 hours, over several days, trouble shooting, and working on a solution to this issue without so much as hearing a peep from GGG. Ultimately, I believe I have been able to resolve this matter on my own. At the very least, temporarily. Which is great. But, having to dig into regedit.exe and tinker with files under my registry (among other methods) in order to get the game to perform is quite unusual. I have never experienced a "font error" in any experience before this occurrence in any video game. During my research, I uncovered that players had experienced problems of this nature as far back as 2014.

1.1.0b Patch Notes (hotfix)
http://www.pathofexile.com/forum/view-thread/812514/page/1

In effort to narrow it down, I believe this problem was re-manifested through the release of the "The Kraken Shield" patch. However, I can't be certain. Regardless, I did manage to find some humour in the fact that you literally released The Kraken and it seemingly destroyed my client.

Never-the-less, I implore GGG to reconsider the amount of resources currently being devoted to tech support. Sometimes a few steps backward is required to take more steps forward. I love this company. I love this game. I wish only the best for both. I as well hope that my experience will continue to evolve in a positive manner with the growth of Path of Exile in every aspect. You guy's and girl's are amazing at what you do. Growing pains are increasingly apparent though. Maybe it's time The Exiles get some pants? My apologies for the atrocious analogy. But, let's step it up a bit shall we? Pride yourself on the continence of being the best out there. Better than the rest. I believe in you and so do a ton of your loyal customers.

All the best,

AmityXIII and his Kiwi Pet.

Hello GGG,

I have contacted techsupport@grindinggear several times, over the course of several days, to no avail.
(Single string. Non duplicative) Complications noted.
(I remember a time when support would respond within minutes)

I have held an official account on GGG web site since July 27, 2012. I was a member of original closed beta, I have a Kiwi Pet. I have never experienced a problem of this nature in the past.

But, now? My experience with POE is that I can't play it.
(UNPLAYABLE)
Because when I try to... I am hit with the following....

" Font: Microsoft Fontin " : In source code file: Resource\FontResourceWindows.cpp at line 57, Processing file font: Microsoft Fontin Error: failed to create device context for font.

Etc,

The "font" error in question changes sporadically. I have updated, deleted, made elevated user admin, and reinstalled drivers. I have imported default fonts, verified my game files, re-downloaded, and re-installed. I have changed language settings, changed them back, changed resolutions, changed gateways, and trouble tried various other methods found while trouble shooting online. I have deleted local/document files. Reinstalled on a brand new HDD; a zero data clean installation /w no loot filter. Same error.

I have no special fonts. I haven't changed any files. I have not done anything I can think of that would cause this error. Simply, it worked. For years it worked. Then you released the Kraken. The "shield update" and now? All of a sudden, during a login time frame, which ran perfectly fine, to the very same play session "without re-log" into an error that will not cease. I can't fix it on my end. At least not with anything that I can think of.

I did my research and invested some 20+hours into trouble shooting. I tried every "solution" that I was able to locate. Nothing works. I uncovered that some had experienced this type of problem in the past. As far back as "2014" it seems.

EXAMPLE:

1.1.0b Patch Notes (hotfix)
http://www.pathofexile.com/forum/view-thread/812514/page/1


Where do I go from here?

Right now I am attempting another install. Separated from the Steam client. Directly from the pathofexile.com web page, as I did when I first started playing back before year 2012. When I became a supporter. My support continued for many years. Now I am in jail for a crime I did not commit.

Can you free me?

Possible reversal of "Font Error" detected.
Current log has a shelf life longer than the crash history.
Currently testing.
Fix seems to be operational. Although ATM: Non conclusive.

Win7

Complete deletion of everything POE related.
-Steam/Local Data + Documents/My Games/Path of Exile
-(ALL DATA)

Complete deletion of everything Steam related.

Fontin Font Package installation and removal (May be specific to personal font label error)
-Unzipped into "Appearance and Peronalization/Fonts"
-Over-wright if necessary
-CTRL+A entire folder and install
https://www.fontsquirrel.com/fonts/fontin

regedit.exe

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Fonts
-Locate Fontin (or specified error font) and delete from registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Fonts
-Locate Fontin (or specified error font) and delete from registry

Openal-soft-1.17.2-bin Win32/Win64
-Locate Bin/Win32/Win6464/Soft_oal.dll
-Place into corresponding POE installation directory
https://community.pcgamingwiki.com/files/file/7-openal-soft/

"Appearance and Personalization/Fonts"
-Deletion of Fontin (or specified error font)

Reboot

Clean installation of Steam.

Clean installation of Path of Exile (Used Steam) (New SSD)

Reboot

Brain surgery

Run POE.exe

Time Period: Approximate 4/5 days. ZERO CUSTOMER/TECH SUPPORT PROVIDED.
(Via e-mail, official forum, or elsewhere)

"

Sarno wrote:

If you send an e-mail to techsupport@grindinggear.com it will enter a queue, and when it reaches the top of the queue an employee will read it and respond. If you send them additional e-mails then they will be grouped into a single conversation so that the employee who responds is aware of all of the information you have provided. Each time you send an e-mail it updates the conversation; effectively resetting the period of time you are considered to have waited for.

Sending duplicate e-mails just gives the people on the other end more work to do, and I've never understood why people do it - particularly if staff are apparently busier than usual. If you're frustrated that they're slower than normal to respond, why slow them down further?

I've recently been in touch with them myself. Here's how long I was waiting;

• I sent the initial e-mail at 16:55 on 10/03/2018, a Saturday.
• I received a response at 22:41 on 12/03/2018, a Monday.
• I sent them an update at 12:07 on 13/03/2018, a Tuesday.
• Their next response was at 03:42 on 16/03/2018, a Friday.
• I sent my final message at 14:16 on 18/03/2018, a Sunday.
• I got my final response at 18:03 on 18/03/2018.

I wasn't e-mailing them to say that everything's fine. I'd my own problem with crashes - I still do - and I understand how frustrating it is. However I've also been on the CS side of things (not at GGG) and had to read multiple e-mails from the same person which were all duplicates of each other - but company procedure forced us to read every e-mail we received from customers.

We didn't have GGG's grouping system, but we also didn't do the opposite and prioritize responses to people who spammed us - that would just incentivize the wrong kind of behaviour. So we glumly sat there reading it all, then bitterly complained about those people during our lunch break.

Possible reversal of "Font Error" detected.
Current log has a shelf life longer than the crash history.
Currently testing.
Fix seems to be operational. Although ATM: Non conclusive.

Quick summary includes:

Win7

Complete deletion of everything POE related.
-Steam/Local Data + Documents/My Games/Path of Exile
-(ALL DATA)

Complete deletion of everything Steam related.

Fontin Font Package installation and removal (May be specific to personal font label error)
-Unzipped into "Appearance and Personalization/Fonts"
-Over-wright if necessary
-CTRL+A entire folder and install
https://www.fontsquirrel.com/fonts/fontin

regedit.exe

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Fonts
-Locate Fontin (or specified error font) and delete from registry

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Fonts
-Locate Fontin (or specified error font) and delete from registry

Openal-soft-1.17.2-bin Win32/Win64
-Locate Bin/Win32/Win6464/Soft_oal.dll
-Place into corresponding POE installation directory
https://community.pcgamingwiki.com/files/file/7-openal-soft/

"Appearance and Personalization/Fonts"
-Deletion of Fontin (or specified error font)

Reboot

Clean installation of Steam.

Clean installation of Path of Exile (Used Steam) (New SSD)

Reboot

Brain surgery

Run POE.exe

Time Period: Approximate 4 days. ZERO CUSTOMER/TECH SUPPORT PROVIDED.
(Via e-mail, official forum, or elsewhere)

Hi GGG,

I'll confirm. More than that though. I would really appreciate it if you would take the time to read through this somewhat wordy e-mail. Mayhaps, even pass it along to the team. As I do write it with much sincerity and with good intention. Since early adoption predating 2012; I have very much enjoyed Path of Exile. Over the course of so many years I must verify that the overall product is outstanding. I congratulate you and the team at Grinding Gear Games for an exemplary job. Well done. As such, I have and am still happy that I have returned that support in due course over time. The entertainment value provided for the cost is, unquestionably, a positive one. I wish GGG all the best and hope to see the company continue to grow as we look forward to the future.

However, I must digress. During the last few day's Path of Exile has been completely unplayable for me. I can say that I, routinely, have been very happy with the level of support I have received when I required it. While I thank you for finally acknowledging my predicament; what you have suggested me to confirm is rather basic. Especially, considering the waiting period. I remember fondly, instances where I conversed with Chris and other members of the early team directly. Sometimes even in game. My questions were answered unrealistically quick. At times within minutes.

I was blown away. Miles ahead of the experience provided by other developers around the gaming industry. This led to customer loyalty and a passion to continue supporting GGG and the product they were providing. Yet, I must take note that I am beginning to fear that the level of support I have become accustomed to has failed to keep up with the growth and demand of the product that is Path of Exile.

Waiting upwards of 4/5 days to even begin dialogue is beneath my standards. My negative perception on this matter was definitely compounded by the fact of the game being completely unplayable during this time period. Not only did I seek support through techsupport@grindinggear. I took to the official forums seeking solutions. I received zero support. As a result I am unhappy and am constructively expressing that in this letter.

I took it upon myself to invest upwards of 30 hours, over several days, trouble shooting, and working on a solution to this issue without so much as hearing a peep from GGG. Ultimately, I believe I have been able to resolve this matter on my own. At the very least, temporarily. Which is great. But, having to dig into regedit.exe and tinker with files under my registry (among other methods) in order to get the game to perform is quite unusual. I have never experienced a "font error" in any experience before this occurrence in any video game. During my research, I uncovered that players had experienced problems of this nature as far back as 2014.

1.1.0b Patch Notes (hotfix)
http://www.pathofexile.com/forum/view-thread/812514/page/1

In effort to narrow it down, I believe this problem was re-manifested through the release of the "The Kraken Shield" patch. However, I can't be certain. Regardless, I did manage to find some humour in the fact that you literally released The Kraken and it seemingly destroyed my client.

Never-the-less, I implore GGG to reconsider the amount of resources currently being devoted to tech support. Sometimes a few steps backward is required to take more steps forward. I love this company. I love this game. I wish only the best for both. I as well hope that my experience will continue to evolve in a positive manner with the growth of Path of Exile in every aspect. You guy's and girl's are amazing at what you do. Growing pains are increasingly apparent though. Maybe it's time The Exiles get some pants? My apologies for the atrocious analogy. But, let's step it up a bit shall we? Pride yourself on the continence of being the best out there. Better than the rest. I believe in you and so do a ton of your loyal customers.

All the best,

AmityXIII and his Kiwi Pet.