So I did the math, and its bad.

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BaumisMagicalWorld#0673 wrote:

It's as they say: Patience is a virtue. I'm a super impatient person myself, and even I think a little patience won't hurt. You'll live.

Fully agreed, patience is a virtue, we all can and should be more patient in general.
However, having to wait more than 7 weeks for a support ticket to be resolved is not a good look.

I have been patiently waiting since my original mail to support on Dec 16th (received the first and only reply on Jan 1 asking for details of my account which I provided on the same day, then sent a follow up on Jan 13 asking about the status of my ticket). From what I've read here and on poe reddit, there seem to be quite a few people who have had to wait even longer.

My issue is minor, and I can and will wait for it to be resolved - I get that (and they have admitted as much) they miscalculated the amount of support requests around EA launch and request have been piling up.

Still, questioning their support setup and asking them why players still have to wait for replies from support ~2 months later shouldn't necessarily be construed as "being impatient".

Before this, I've only ever had great interactions with GGG support: quick, helpful, friendly - exactly what you'd want (and rarely get) as a customer. I really hope that they can get back to that kind of efficiency soon-ish ;)

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karnaij#7052 wrote:

as of jan. 19th they claimed of the 525,000 tickets they had they got it down to 75,000 which sounds great, sept when you do the math. From nov. 22 to jan. 19th is 58 days, they brought 525,000 to 75,000 meaning they handled 450,000 tickets.
450,000 divided by 58 is 7,758 tickets a day. (which with a team of 8 sounds like a lie alone). it is now jan 31st 12 days later 7,758 times 12 is 93,103 tickets of the 75,000 tickets they claimed were left leaving -18,103 tickets meaning everyone here should have been helped 3 days ago.

Im not just calling you out ggg im throwing you under the bus, we have been nice and waiting for months you have not responded to a lot of us in over a month.

The Math does not lie explain to us how this is possible, where is the support at, how many tickets do you have how many is left, I will do the math the confirm that too.

You can't just do the math that way unless every ticket is equal and requires equal amount of work. Ofc they can check out a lot of the easy ones that takes minimal time per ticket. Then there are tickets that needs to be pushed upwards to be handled through multiple processes like account recovery, reports of serious breach of TOS. Some of those tickets needs to be pushed back and handled over several days possibly weeks. You can't just "do the math" and assume those just go away at a set pace.

You indeed did the math and the math is most certainly done bad xD