Support Email Response Delays

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Skwez#7719 wrote:

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Gudstav#0313 wrote:

Observing what's been happening lately, I've come to the conclusion that GGG has gone into full panic mode. They've bitten off more than they can chew. A delayed EA launch, no 3.26, customer support issues, a half-hearted one-month league. Minimal transparency and communication toward players — whenever things start getting too heated, they release some meaningless statement just to relieve pressure or divert attention for a while.

The support announcement? Completely meaningless. They might as well have said they processed a gazillion tickets and have a bajillion left. We got no estimated response time, no processing rate—nothing. But a few people calmed down because "GGG cares." When the silence about 3.26 became too noticeable, they suddenly realized that people actually want PoE1 and feel betrayed. So they put out a message admitting they screwed up but promised to release 3.26 someday in the undefined future. When that wasn't enough, they followed up with another announcement — here’s a makeshifth one-month league, now leave us alone.

It's obvious that someone at GGG lacks the competence to manage a project of this scale. Or maybe they never even considered a worst-case scenario, thinking everything would go exactly as they envisioned, without setbacks or problems.

I get the feeling that they’re treating the whole customer support disaster as a secondary issue because they have bigger problems. Sure, they’re probably doing something with the tickets, but it's too slow and inefficient. I'm not sure if the copy-paste responses — which often make it seem like they didn't even read the original message — are the result of strict corporate guidelines, poorly designed procedures, automated bots, or just sheer disorganization where no one actually knows what's happening, and they're simply buying time instead of genuinely addressing the issues. If this kind of situation happened with any high-budget production, the media backlash and PR nightmare would have forced the company into a swift and decisive reaction. Meanwhile, when I looked through articles about PoE2, I barely saw anything about customer support issues. GGG keeps content creators happy with a direct support hotline, while the rest of us get ignored because they're busy putting out fires elsewhere.

I assume that before PoE2, they had a small but functional customer support team. But they completely underestimated how many people would have issues and started expanding it way too late and by far too little.

One last thought that’s been creeping into my mind — maybe support opens my ticket, sees my negative posts on the forum, and decides to punish me by not responding. lol

+100 - Could not agree more! [Removed by Support]