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

Still waiting myself 39 business days so far, 55 total days... just so i can log in to play. I think we need compensation for this ridiculous wait time.

Posted by
denkikoiji#0594
on Jan 24, 2025, 11:43:16 AM

Quote this Post

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macmathys#3658 wrote:

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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.

Unfortunately, you may be much luckier than me. My first email was sent on December 17. My host didn't get the ea of 300 gold coins, and my PC account email is not available like yours, so I can't log in to the PC. Then I think I just got the first reply email asking about my account and role information, 6 days ago. But the whole problem has been 38 days, and there has been no progress. It feels far away. Seeing your post makes me despair. I may have to wait for their 4 to 5 emails to progress to your current progress. I may consider not playing this game anymore, because such perfunctory game players make me less optimistic about the operation of Poe1 and Poe2 in the future. Game companies that do not respect players will come to the end sooner or later. Unfortunately, I feel that the current GGG makes me think that he may have gone the same path.