Support turnaround times
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GGG team,
What is the estimated support resolution time currently on average? If there was a queue number updated on the website or ETA given directly to each requester; it would certainly eliminate needless/repeat support emails coming from users and mitigate wasted time on support team's end. I personally am waiting for resolution since December 6th which is when I sent email for support with required details after not receiving the product I had paid for. It honestly feels like support emails might have been abandoned at this point as there's complete radio silence. The game is amazing but customer support is virtually non-existent which is a shame. Thanks for reading. Last bumped on Jan 10, 2025, 8:08:40 PM
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Nov 21st 49 days waiting for support to finish my mtx transfer from box to pc they just overwhelmed with support issues way before the launch of poe2
Last edited by LegitWicked#5086 on Jan 10, 2025, 2:54:55 PM
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When was your last e-mail sent to support?
Last edited by waitingforunlock#4272 on Jan 10, 2025, 3:09:22 PM
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" feels like 2-3 months |
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"the timeline looks like this: December 6th - Support email sent with complete account information December 17th - Reply received asking for account information and steam transaction number December 17th - Steam transaction ID provided within 10 minutes |
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" And you did not send any other mails afterwards? Still got no response yet? Did you check spam? Last edited by waitingforunlock#4272 on Jan 10, 2025, 3:28:38 PM
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Nov 21st first email sent with info
Nov 21st got a reply asking if id like to proceed with locking account and doing the one time mtx transfer. Nov 21st sent reply, yes please proceed ( i did send another email about another issue/question not related to the above transfer like 5 days later ) ( Also wasnt a reply it was a new email <Edit) Nov 29th got a email that reads " Never got a answer about the 2nd issue/question email and ive not since sent anything else to not make the wait any longer so i may have put myself back in the queue with 2nd email but dont know why since it wasnt related to the mtx transfer but yeah nothing since then in total its been 49 days since ive replied to support Edit nothing in spam folder Last edited by LegitWicked#5086 on Jan 10, 2025, 3:51:01 PM
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" Thank you for sharing this information. I mentioned in another thread some concerns about the apparent inconsistencies in how the queue system operates [Link to thread: https://www.pathofexile.com/forum/view-thread/3689021]. Given that you sent your email on 29.11.2024, it seems like your issue should have been addressed long before mine or the one discussed in my other thread. If the details about how the queue works are accurate, it’s unclear why your email hasn’t been processed yet. As someone also waiting for a response, I can understand how frustrating this situation is, and I hope this can be clarified soon. |
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Yeah I don't know why maybe the Mtx transfers are on a lower priority than other issues, maybe they have more staff on other higher priority issues like say refunds, transactions etc etc. So im not really sure how it works but im not frustrated tbh as I'm sure most if all the mtx wouldn't be available on poe2 anyways, but it would be nice to have my xbox stash tabs though lol anyways good luck and speed on your support issues everyone and stay sane :)
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just to let everyone here know, I have just been helped by the support team. my issue was in-game items and points being in the wrong subaccount so that's been now transferred over.
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