How long have you been waiting for a response from support?

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Crescent88#5148 wrote:

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bmt22033#2833 wrote:

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Crescent88#5148 wrote:

I have a complete understanding of the hell their office must look like atm but 12 days wouldn't be acceptable for me, even under the current circumstances.

Well, I definitely don't consider 12 days acceptable, either, (especially considering that I have been unable to play the game since purchasing). But I am trying to be understanding of the fact that they are overwhelmed and it is now the holiday season, etc. And, in truth, my only other course of action would be to initiate a chargeback with my credit card company. But I don't want the money back, I just want my account(s) "fixed" so I can play.

One could argue "bad timing" for a launch this big, especially since they were aware of the overwhelming interest.

In a perfect world, choosing to release the sequel to a loved game a few weeks before the holidays one should not only secure the 1 mil player traffic server capacity but also see to it that the support team have the assets needed to support them.

This is where a consultancy shines.
Or maybe they did use a consulting firm and this response time is the result in spite of that.
Either way, support availability during a title launch should be prioritized as well.
Not just the traffic capacity.

I very much agree with you! Knowing the level of interest and knowing your support capacity coupled with the impending holidays (i.e., lots of people will be off from work/school and want to play - and your support staff probably want to take time off, too!) seems like a decision that wasn't very well thought out.

15 days and still waiting.

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bmt22033#2833

I very much agree with you! Knowing the level of interest and knowing your support capacity coupled with the impending holidays (i.e., lots of people will be off from work/school and want to play - and your support staff probably want to take time off, too!) seems like a decision that wasn't very well thought out.

The next issue is their support system in general. They get randomly formated emails with random contents to an email account that cant even handle the mails ...

I dont get why they havent at least fixed that yet.

Just make a html-site with a support form that format the data you need in a way that makes it easier to coordinate support and reduce having to send questions back and forth.

Someone has guessed my account password (I've used this password in the past, so probably this is the reason it actually was guessed) and somehow managed to buy two supporter packs bypassing paypal/xsolla security checks, I've changed my password to PoE account in 1 minute after purchases were made and nothing was bought after that then immediately tried to contact support. By now, it's been like 2-3 days and my money is gone, the keys were used (probably by some key resale website) and I had no luck contacting them. If they reacted quickly, they could have stopped fraudulent keys from entering the market, also, my money got stolen just before Christmas, when it's already very tight and I am not sure I will be able to afford presents for the family right now, hoped they would sort it out quickly...

I am kinda bummed about this as support was very helpful and reacted quickly in the past. I am not even sure what to do. If anyone has any luck with this, please let me know.

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bmt22033#2833 wrote:

We're all aware that GGG support is overwhelmed with requests and several GGG employees have posted here apologizing for the delay. I'm curious, though, how long have people been waiting without a response from support? For me, it's been 12 days now.

My account locked since EA launch...it's been 15 days already.
They does reply me, but when i reply backed, my mail seems back to the queue.
And i nvr gets any reply during Sat n Sun. maybe they dont work on these day.
They replied me twice,kept asking me questions and my account still locked even tho i provided all my proof of purchase and account info.

I am 12 days waiting to solve my problem. I have faith I will be answered.

2023 just after this tormentor pack.

Makes you wonder why i got more packs, I guess i still hope they do the right thing.

4 days for the initial response the going on 7 days now for a follow up

25 days and still waiting. req refunds/chargeback if you can.

5 days without a response so far. :(