Account Locked Due to Support Miscommunication
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First, I’m aware of the standard response:
"Hi there, we are currently experiencing high volumes of support requests. Rest assured we will respond to your email as soon as humanly possible." However, here’s my concern: My account was locked because support didn’t read my initial email. I clearly stated in my ticket that I had already updated my password, but I received an automated, copy-paste response instructing me to change my password again, followed by my account being locked. I responded to the email, asking for my account to be unlocked, but it has now been three weeks with no update or response. Am I handling this situation correctly? Could a senior staff member please review this issue? The entire "lock your account" situation occurred because my email was not properly reviewed, and the automated response caused unnecessary delays. Last bumped on Jan 12, 2025, 2:46:34 PM
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Hey there, Exile.
I apologise for any confusion or miscommunication on our end. I'll mark this feedback with the team. Our support staff has been working 24/7 since the announcement of Path of Exile 2's Early Access to respond to all users as soon as possible. We're continuing to work on improving these issues with our responses and our response time. If you've sent a reply to your ticket with support@grindinggear.com, I'm afraid you'll need to wait for the appropriate team member to get back to you, however, know that it is in its place in the queue and the email will not be lost. Please do note that follow ups or new emails regarding the same issue may reset your place in the queue. Thank you sincerely for your patience regarding this, and I'm very sorry that we have not been able to hold ourselves to the expected standards we have historically held in this regard. Last edited by Jacob_GGG#0000 on Jan 12, 2025, 2:46:48 PM
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