Customer Support Update

"If you’re still waiting for a response, we urge you not to send another email as it will move you to the back of the queue"

With all due respect to your company and all of your staff, this is a system that is beyond stupid.

I can understand that none of this is done with outright malice or ill intent towards the customers, but everything appears to be very mismanaged and your support process is beyond lacking.

In all my life, all the different support roles I've been in, all the support systems I've interacted with both as a customer and a support provider, this is the first time I've heard of a system where your request gets pushed back in the queue if you send another e-mail.

Whether you're using a ticketing system or just a shared mailbox, this makes 0 sense.

The principle of first in first out should always apply, both an e-mail and a ticket should retain their queue position, because it has a timestamp, as simple as that.

Please take this opportunity to remove this stupid system, learn from all of these experiences and do better.

It's been more than a month and a half and I haven't even received an automated reply that the e-mail was received.

i play on computer through steam and cant get any idea as to when this freezing my pc up at loads is gonna get fixed. it was ok for awhile with me going in and setting the affinity but now its crash crash crash

Would this be borderline for fraud? Some shady stuff seems to be happening.

it will be 2 months that I launch, and the main complaints about the game GGG simply ignores and does not fix or pretend that it does not exist, seriously it looks like an amateur company, so with the c.u full of money they do not fix the bug and optimization of this bomb, game losing players, and the cuckolds there smoking and drinking while they work, Annoying to keep dying on a map because the damn game drops the frames per second so fucking or I play crash or freeze out of nowhere -.-

Month to get reply from support, sending information and waiting for another 2 months. Disastrous support.

Here's another post of me hating because I can't email them specifically or else I'll be pushed to the back of the line LOL, man this company really needs to get its crap together. Been a week now since I've emailed last telling them I'm basically done with how they're treating us all as "valued" customers and that if something wasn't done soon about it I would request a refund through steam citing they are breaking steams guildlines as they aren't providing a funtional product/aren't following protocol.


Do better, this is sad honestly.

Over 6 weeks locked no reason given. One useless response. I've always admired the fact that this product was made by a small team on a small island, but it's essentially impossible to support a company that won't support its customers. The same great game makers will cut off access with 0 communication after thousands of dollars and hours of support from the customer. I didn't even get to play with my friends, because I wrongly assumed a reasonable timeframe. I've never gotten on the internet to cry like this, but this is just insane. Years of playing your game. Just lock this account too so I can treat this game like an abusive ex

I am reluctant to believe that over 400,000 tickets have been resolved, and yet I am entirely unable to find a SINGLE COMMENT - whether on Reddit, this forum, or anywhere that google has tagged for PoE - sharing that their issue had been answered with anything more than the 'we may be able to help, give us info' dead-end replies.

Normally when things like this happen, gratified and pleased fans - who have had their issue resolved and are feeling elated at that fact - will seek out threads like this and the many others to assuage the concerns of their fellow players by advising that the 'drought' of support was over.

This has not happened in this case, in spite of this claim of an overwhelming majority of solved tickets in the backlog. This suggests to me that any ticket that has received this 'may be able to help' reply may have been marked as resolved by the GGG support staff, as I cannot reconcile their claim with the fact that not a single white knight fan ***who has had their issue resolved*** is coming to devs' defense.

I trust annoying fanboys to defend their obsessions far more than I trust a company to tell the truth, and the lack of such defenders is damning in my book.

Really, in my experience people moan and complain a lot more than thank someone

"

BigT001#4294 wrote:

Really, in my experience people moan and complain a lot more than thank someone

Yes, your take is completely fair, and it's true that people tend not to notice the good. However, there are cases, like with GGG, where the good simply gets overshadowed by the bad.

Here’s a simple example: I really enjoyed a game, played it for 115 hours in two weeks, and was amazed by what a small studio was able to achieve. Am I grateful to GGG for this experience? Yes.

However, after that, I encountered a false ban, which I’ve been trying to appeal for three weeks now without getting any response. Has my gaming experience been ruined? Yes. Was it ruined by GGG? Yes.

In this case, the bad completely overshadows the good because I can’t access it anymore. :)

And I will criticize GGG because their support and management processes (hello, POE1 players, how’s the new league?) are terrible and only show that GGG doesn’t care about its players. And that’s sad.