Why the support@grindinggear.com take so long to answer?

the first time I massaged them on the 13th Des and again on the 14th Des, they answered on the 25th.

I replied 2 hours after they answered and no follow-up till this day.


Is this common for GGG?

I am having a similar issue with getting support@grindinggear.com to respond. I recognize with the influx of new players the support team is swamped. But at the very least can a response be sent that we have received your ticket. A timeline for it being addressed would be nice too. I don't mind waiting, just making sure it was seen and will be worked. Thanks.

All that revenue and can't properly staff even a support team. Just goes toward Pony Ma's net worth I suppose.

"

JC_GGG wrote:

We're currently handling a large volume of support requests. If you've already contacted us via email at support@grindinggear.com then you'll need to wait for the appropriate team member to get back to you. We appreciate your patience!

yeah, i put in a simple request. I received a response the day after and then have just been ghosted for two weeks, and frankly don't expect one ever again. It's not acceptable. People over the years have said it takes months to even get a response... You're a multi-million dollar company and I swear you have two outsourced contractors from another country ghosting people. This timeframe for a reaponse isn't new, and even crazier if it's a simple two second request to do.

If you're so swamped how did I receive a nearly immediate response, then two weeks of complete silence.

I'm encountering problems with the game, crashes, freezes since the start of the year (something happened around that time on your part, on mine nothing changed, hardware or software like). Tried everything I could find on my own. I contacted support on 6 Jan (so 5 days ago) and thought that's a lot in order to not receive not even an acknowledgement. So I said "let me check the forum for this, how soon they respond prior to make a thread in order to ask that". My expectations were blown away... weeks? Months? Not even a basic ticketing bot "we received your message and we'll get back to you asap"? What kind of business are you running, this is the respect you're showing for people throwing money (maybe even hundreds, thousands) at you? And you're everywhere pictured as the good guys, not the money hungry bastards like the others... I'm at a loss for (further) words

"

unqflipmo#6569 wrote:

I'm encountering problems with the game, crashes, freezes since the start of the year (something happened around that time on your part, on mine nothing changed, hardware or software like). Tried everything I could find on my own. I contacted support on 6 Jan (so 5 days ago) and thought that's a lot in order to not receive not even an acknowledgement. So I said "let me check the forum for this, how soon they respond prior to make a thread in order to ask that". My expectations were blown away... weeks? Months? Not even a basic ticketing bot "we received your message and we'll get back to you asap"? What kind of business are you running, this is the respect you're showing for people throwing money (maybe even hundreds, thousands) at you? And you're everywhere pictured as the good guys, not the money hungry bastards like the others... I'm at a loss for (further) words

Just remember when you see a stash tab for 165 points, or a pair of wings for 320 points... that's $16.50 usd and $32.00, respectively. At the volume sold, having support that actually cares or has staff, would be a fraction of that, especially since they contract out to India for "24/7" support; barely even a dent in profit.

I firmly believe their support practices are purposefully malicious.

In the past they have been exceptional and probably still are but they are most likely getting smoked with the number of tickets they are getting.

I was waiting (wasn't holding my breath or anything but hey..) for the update thinking maybe who knows, I'll get lucky and they'll address the crash issues and by miracle as I played 100 hours without problems who knows it will work again. Updated the game, entered the game, entered the town portal - crash. 3 seconds - a record for me.

For the people taking their part - I could bet you're doing that only because you're not in the position of the people waiting for weeks for a measly reply. How else could you say "they probably still are exceptional" in terms of customer support?!

A troubleshooting takes multiple contacts, exchange of e-mails between the company and the person having the problem(s) so it's not like the first contact will be the last too, problem solved, oh why do you cry so much, you just had to wait a week or two but now problem is solved, see, wasn't that hard to wait. No, it takes 3-5-n contacts (and maybe it will be solved, it's not guaranteed) and again I could bet by left nut it's not just that first contact that takes ages but all of them. I'm absolutely outraged but I can't do anything. I'll post every week an update of the situation until problem is solved. For now zero contact

"

JC_GGG wrote:

We're currently handling a large volume of support requests. If you've already contacted us via email at support@grindinggear.com then you'll need to wait for the appropriate team member to get back to you. We appreciate your patience!

It's a month now yay, and nothing happened just SILENCE. Fuck this, I will keep sending email every 2 days until you answer.