Sent e-mail to support@grindinggear.com and never get a reply.

After linking my steam account I purchased some game currency to buy the tabs, then I bought it through the website and never showed up in game. After realizing the account wasn't linked up and they actually created two different accounts I immediately e-mail the support. Never got a reply, it's really bad the way steam account and PoE2 website are not syncing properly and the support doesn't give any feedback.

same here but for another issue, emails sent 10 days ago, no reply

I actually got a reply for this issue 10 days after my original email. The reply asked me for my account name...which was in the original email.

Almost after 10 days and I still got no replies on my e-mail from the support. GM?

"

Stilp#6054 wrote:

I actually got a reply for this issue 10 days after my original email. The reply asked me for my account name...which was in the original email.

The way their support works is just hilarious, I do not know what your request to them was about, but believe me this can be just a beginning of a long yourney :D

For me the story so far looks like this:


30th Nov - My initial email to them asking to change my account email since I have lost the old address (it does not exist anymore) thus I am unable to make any changes to my account, like linking my PS5, etc.

2nd Dec - 1st reply from GGG (Jessica):
"...we will need to complete verification before we can change this over. With this in mind, can you please let us know a couple character names from this account along with the account name?"

I have replied on the same day with all character names on my account even with a screenshot of my characters since I am able to log in to my account.

6th Dec - Sent them a gentle nudge asking for status.

18th Dec - Got 2nd reply from GGG (Thomas):
"To proceed with this verification process, could you please let us know the location (city, country) your account was created in and your current public IPv4 address? You should be able to find your public IPv4 address here: https://www.whatismyip.com/"

Again I have replied on the same day with all details they asked for.

27th Dec - 3rd reply from GGG (Whai):
"Could you please let us know if you've made any purchases using the online store? If so, could you please let us know which payment methods you used?
​
​Also, could you please let us know if you've ever been in a guild?"

I have replied again on the same day with all info they asked for.


So as you can see - this may take some time. This is funny (or a bit scary?) how they run this support circus - they apologise for delays due to large number of emails and yet they don't use any ticketing system and complicate a fairy simple verification process splitting it to several emails, weeks and support agents.
Why not ask all these verification questions in the first email? This is just hard to believe how they complicate their work.

Now I am just wondering what will be next verification question I will get in 2 weeks - maybe they will ask for some numbers, like how many emails we have exchanged so far? :D

Seriously, I am not sure whether I should laugh or feel sorry for them but I have never seen such poorly managed support service in my life.

They replied me once almost 3 weeks ago asking the name of characters and etc, I sent it to them and got ghosted. Support? Can you act a bit faster please?

Thats why we should demand a compensation, we give them money for the "early access" but we get no access at all, it doesn't make sense.

By design?

I just read the article and I appreciate the transparency, but has been way more than 10 business days to get an reply or solution.