Customer Support Update

"

Pro100sergo222#5265 wrote:

amazed by what a small studio was able to achieve.

Grinding Gear Games is not a small studio. It's a relatively large, independent studio (even with Tencent's backing.)

My last email was 10.01, still no answer.

"

fuzzyrat1234#1734 wrote:

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

indeed. "funny" how supposedly hundreds of thousands of requests have been magically resolved. an incredible feat and effort that is historically "unmatched" in IT, infrastructure and IT support history. surely not orchestrated by artificial means, cutoff thresholds and management that is clearly "overwhelmed" since 10+ years.

one could assume that at least ONE user in this very thread have had some sort of resolution or AT LEAST one of the hyper-inefficient 37 mail ping-pong bits in meantime. After all around 80% of requests were resolved, right?

how big are the mathematical chances that those proclaimed 80% do not seem to produce a single hit within the statistical "slice" of this very forum thread.

HEY GGG! We are STILL WAITING. Since 2/3+ months now. Not following up by mail was always patiently done from the very get-go MONTHS AGO. No further mails sents for weeks now either. Weird. It still doesn't produce any results or resolutions on your end?

So how long has it been since your last "transparent" announcement now. Are you gonna post another update on how you've simply been "blindsided"? (Since 10+ years). Or how the support team is 8x+ at fault for all of this.

Totally not a management and process problem, Right? :)

Can we get another update now addressing the actual incompetence, personality and management and process issues specifically?

- So if a user has a compromised data situation thanks to GGG. He will not realistically be able to get any sort of resolution? Not even after 3-6+ months?

- If a user has a GDPR request of personal data insight or deletion. You simply cannot guarantee any of that? At least not before 3-6+ months?

Aside from users simply unable to buy, use or recover their paid product. Isn't that illegal considering that GGG is obviously providing services for EU customers and users as well?

Looking forward to your next example of transparency. And hopefully something more substantial addressing the apparent and core management and process issues.

Thank You.

Or what's "the score" now? After more weeks without any results.
We supposed to mail your-tencent-representative@ggg.com now?

"

JTempTemp#3073 wrote:

Your support locked my main account because of fraudulent charges and asked me to update a password on December 23rd. I responded that day and fixed everything asked, its now January 19th and my account is still locked. I have had one email back asking me to provide you an IP address to verify where I live that was 4 days ago.

I NEVER asked you to lock my account, I never asked to be put to the back of the queue, why would you start working with a customer then put them to the back of the queue? What sort of customer service experience is pushing some one to the back of the queue because YOU locked our account and asked for an email back and then not responding to them/having them loose access to their account for 3 and a half weeks?

I understand you were busy, but requesting a response email from a customer to complete a transaction , and then pushing that person to the back of a 545,000 email queue to wait for 3 weeks is crazy.

If you have any interest in helping to resolve this issue please feel free to reach out and ill provide any info to point you to my main account.

I had a very similar problem. My account has been locked for over a month, and I haven’t received any response from them. I spent a lot of money on an expensive pack, requested a refund for a skin, and ended up getting my account blocked!

Alright, they’re going to take a while to respond, but what are they doing to fix this delay? Isn’t there any priority for people with blocked accounts or something like that? They don’t seem too busy when it comes to blocking accounts, right?

Magic: i buy suport pack and now im beta a i dont earn the game ? I cant redonwload because i dont have it ? I have the email and says suport pack . In my acount doesn't show the game. I need aswers!!!!

They do not care about our Locked accounts. It does not matter how much you spent. GGG sucks at Customer Support. Theft is what they are doing.

"

Since the announcement on the 22nd of November the Support Team has received around 545,000 email requests and been able to reduce the remaining requests to approximately 75,000.

If these numbers are accurate the remaining 75,000 requests should have been answered a long time ago… at this point I have personally given up on ever hearing back from them about my issue (fortunately it was a relatively minor one) but at the very least they need to have some kind of automated system that lets you know your email was received. Completely ignoring hundreds of thousands of emails is just a horrible way to start this PoE2 journey…

"

tiberius1116#7027 wrote:

I have waited around 2 weeks already since the last time they replied to my account microtransaction merging request.

I have provided all the information that was requested, but I have not received a reply since then.

The first email I sent out also took them close to 2 weeks to respond to.

I am not sure if this is the type of customer support that paying customers deserve.

I'm also still waiting on a reply to my email from Dec.7

I totally get that they're swamped, but I'm genuinely shocked that they even needed a follow-up to some of these emails like my own. I was fairly clear in the initial email and the response. It took a few weeks to receive a response, and I've been waiting for approximately a month for them to actually handle the ticket after I responded to their only reply.

Since I've seen many reports of people getting banned and never unbanned, I want to share my own story.

I was mistakenly banned on 01.14.2025 for suspicion of RMT (which absolutely never happened).

I immediately contacted support and posted on the forum—but I received no response anywhere. And then, after three weeks, on 02.04.2025, I finally got a reply from support. Aaaand... I was unbanned! No additional questions, no requests for extra information (I had already provided my account ID, nickname, and login in my first email).

A clarification about the number of emails I sent: I did not follow GGG's recommendations and sent multiple emails in the same thread, adding extra details. I can't recommend doing this, as it didn't seem to have any effect (whether it delayed the response, I don't know).

But overall, I’m adding a small redemption point to GGG’s reputation because I did get a response, and I did get unbanned.

I'm happy. Time to donate thousands of dollars to the game.

Also, a piece of advice for both veterans and newcomers:
Only write relevant messages in chat.
Don't joke, don't brag—just stick to the point. Otherwise, you might end up waiting three weeks for an unban.