ggg very poor customer service

i`m a 2013 user account and have to say ggg have a very poor customer service and technical support , no love or hate is just mathematic , as a customer i already buy product from ggg a longtime ago , ggg use to offer different type of payments pland and never have issue customer service use to contact you here the fact https://youtu.be/Ae90oMP_dgw?si=1NgQcGAaSbDRor4V&t=134

2 month ago i just buy the (Lord of Ogham Supporter ) and is hard for ggg to deny you see it on my account and pay this to my bank np . sadly today i can not upgrade my pack because , Xsolla ask me more information and have to open a account over there . why not in my first transaction ? . something i dont want to deal with , do better ggg , is the same you go buy something in a restaurants but you have no cash in your Cash Register and ask me to go too a certain branch bank make change and after have to deal with they policy , i have np supporting your game but i think this will be my last translation i`m to old and dont have the patience to deal with that bs , buying a 4k fly tickey and go to new zealand in2 day is not a issue for me . but upgrading a 40 $ video game pack is a nightmare idk this dont make sense to me thank you

and you useless bot reply is just so disrespectful

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JC_GGG wrote:

I'm sorry to hear you are having issues making a purchase! Unfortunately, we aren't able to assist with this issue over the forums. Please contact us at support@grindinggear.com if you haven't already so we can look into this with you. Be sure to include your Path of Exile account name (including four-digit discriminator) as well as the names of a few of your characters so that we are best able to look into things with you.

This is how bridges are burnt, this is also how customers are lost. It boggles my mind, that people are raising legit concerns and issues, yet they are directed to go back to the said issues.

My point is, GGG has serious issue with customer support, whether its bad training or lack of supervision, it needs to be addressed. There are many of us who are complaining not only about the response times, but when we do get a response from the support department, it seems automated and it doesn't help us AND YET you reply to our thread with, "If you havent contacted them, then contact them."

Maybe one of you GGG guys on the forums could raise the issues with managment so that they can actually do something about it. Maybe fix the issues that are causing us the need of going to customer support - in which case there wouldnt be thousands of tickets to backtrack.

My support ticket was answered after almost a week, with an answer completely unrelated to my issue asking for information irrelevant to my issue.

I purchased the game through steam, account was locked even before I could login, link my account or create a character. Why are they asking me for character names and account name when I don't even have one? Make it make sense, horrible customer support and horrible managment.

i will be 110% honest ggg have 2 very good game

but in my opinion have the worst customer service i ever experience in my gaming life

and i play game for over 45 year :( on the top ggg is not indie anymore

this is really bad

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JC_GGG wrote:

I'm sorry to hear you are having issues making a purchase! Unfortunately, we aren't able to assist with this issue over the forums. Please contact us at support@grindinggear.com if you haven't already so we can look into this with you. Be sure to include your Path of Exile account name (including four-digit discriminator) as well as the names of a few of your characters so that we are best able to look into things with you.

I honestly feel like support is doing this on purpose now. This is their copy and paste even to posts talking about how they don't check the support email

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jake2j#6681 wrote:

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JC_GGG wrote:

My support ticket was answered after almost a week, with an answer completely unrelated to my issue asking for information irrelevant to my issue.

I purchased the game through steam, account was locked even before I could login, link my account or create a character. Why are they asking me for character names and account name when I don't even have one?

Same, they asked me for account when I play on PS5 and logged in via PSN account. But then I found my account on this forum with the hashtag, yours I guess would be jake2j#6681 but it's something definitely they can get information about on their own, asking such useless question and i'm on hold for another 3 weeks already without further replies.

can not buy anything np ggg your lost

never experience something dump like this before

i buy a pack np but get deny for the upgrade to the next tier

ggg support = big 0

"

JC_GGG wrote:

I'm sorry to hear you are having issues making a purchase! Unfortunately, we aren't able to assist with this issue over the forums. Please contact us at support@grindinggear.com if you haven't already so we can look into this with you. Be sure to include your Path of Exile account name (including four-digit discriminator) as well as the names of a few of your characters so that we are best able to look into things with you.

Haha those generic replys.. just pathetic customer „support“

https://www.bloomberg.com/news/articles/2025-01-06/us-adds-tencent-to-chinese-military-blacklist-shares-decline

Does this have anything to do with the delays?
if tencent is potentially blacklisted in the USA, what happens to US users?

Very frustrated on my end too. Just no support since launch of core issues of people at a basic level not getting what they paid for. Game bugs is acceptable for early launch, not core payment and receipt of what you paid for issues.