Queue Transparency and Response Times: Concerns About Support Processes

Hello GGG Team,

This is a thread to seek information about the support process, not a Feedback or Suggestion post.

I’m writing to seek clarification about how the support queue works, as there appear to be inconsistencies in how cases are handled. From my understanding, the current process might work as follows:

- A user sends an email and is placed in the queue.
- If the user sends a follow-up email, their position in the queue is reset, placing them at the back again.

If this is accurate, I would like to highlight a specific situation that raises some concerns:

1. I submitted my last email to support on 28.12.2024 regarding my compromised account.
2. Another user (User B), who shared their email traffic with me after I inquired about their case, submitted their report on 27.12.2024. They followed up twice—once within a few minutes and again on 29.12.2024, which, based on the described system, should have placed them behind me in the queue.
3. Despite this, User B received a response today (10.01.2025), including an account lock (despite requesting no lock). Meanwhile, I have yet to receive any response to my case.

This situation raises several critical concerns:

- If follow-up emails reset a user’s position in the queue, how did User B, who followed up on 29.12.2024, get a response before me?
- If follow-ups do not reset the queue position, why has my case, submitted on 28.12.2024, still not been addressed?
- How is the queue prioritized, and are cases handled in a way that ensures fairness and consistency for all affected users?

Additionally, I don’t see the point of locking User B’s account over two weeks after their report when the damage had already been done. User B had already scanned and changed everything as requested. This delay gives the impression that support may not fully read the content of emails and instead react to specific keywords, disregarding the context of the situation.

I want to stress that my goal here is to understand the process, not to create further email traffic. Redirecting this inquiry to email support would be counterproductive, as the problem itself stems from a lack of transparency and consistency in the email-based support system.

The lack of clarity in handling these cases creates significant frustration and erodes trust in the process. I kindly request clarification about how the queue system works and how cases are being prioritized. Ensuring transparency in this matter would go a long way toward reducing confusion and improving trust among your player base.

Thank you for your time and attention.

Best regards

You dont get to choose if your account is locked....its standard procedure.


Your account is locked so YOU the owner can prove its yours and not still comprimised.

Idk whats so hard to understand about the process, once GGG is aware its been comprimised thats it, locked untill you prove ownership, which is them being responsible.

This process has been known to be painful for years, which is a different discussion.

"

medicated03#7220 wrote:

You dont get to choose if your account is locked....its standard procedure.


Your account is locked so YOU the owner can prove its yours and not still comprimised.

Idk whats so hard to understand about the process, once GGG is aware its been comprimised thats it, locked untill you prove ownership, which is them being responsible.

This process has been known to be painful for years, which is a different discussion.

While I understand that locking accounts is part of the procedure, it seems counterproductive when implemented after two weeks. By that point, the damage has already been done, and the lock may only add further frustration for the affected players.

I appreciate your input on this matter, but I’d prefer to hear directly from an official staff member for clarity. Thank you for taking the time to share your perspective.

Edit: This situation feels a bit like locking the barn door weeks after the horse has been stolen, and then requiring the farmer to prove they own the barn before unlocking it again. It’s an odd process that doesn’t seem to address the issue effectively.

Hello GGG Team,

I’ve noticed that responses have been provided to other threads, so I just wanted to follow up on this one to ensure it hasn’t been overlooked. The questions raised here are important for understanding the support process, especially given the current concerns about compromised accounts and account recovery timelines.

Could you kindly address the concerns outlined in this thread? Your input would provide much-needed clarity to the affected players and help restore some trust in the process.

Thank you for your time.