Gg support is probably the worst ever, change my mind. They do not respond to emails

Going on like 6 months and my 15 emails they havnt responded to, im coming to the conclusion that grinding gear has some of the worst support possible to ever come to a video game. Theyve definitely done a good job getting on social media making excuses as to why its taken them a while to get back to people, but ive literally sent 15 emails and havnt got a response. They are not helpful because they’re impossible to get in touch with, every single update for the game so far has actually made the game break in some other way. Every week I’m uninstalling and reinstalling drivers so this game will not stuff every .5 seconds. Don’t get it twisted the game is fun, but boy is GGG lacking in the customer support department.

Luckily, in my 13 years of playing PoE 1, I haven't needed to contact them at all. What I'm trying to say here, is that you may very well be correct. I certainly have no clue.

If you send a new mail before getting an answer to a previous mail, as far I know you are getting into the end of the queue again. If you keep sending emails you probably will never get an answer.

I think it's a combination of things;

• A lot of things are gated behind "please email us at support@grindinggear.com" - even things such as some account link functionality you might expect a DIY option for on the website.
• Their sole game's cyclical nature strongly discouraged GGG from sufficiently upscaling the number of support staff, because for maybe 8 months of the year, they'd be largely idle. So instead they seem to have pretty much scaled up as necessary for the regular, relatively quiet periods, and just accepted that any time they have a troubled launch it's going to be a disaster.
• When you do contact them, it's rare (and I am being generous here) to get a resolution in the initial response from them. This is because not only do they have a policy of asking questions to verify your identity, but they also very often do this over multiple responses. So you wait to be asked questions, to wait again to be asked even more questions, to wait until maybe getting a solution the third go around.
• They've never bothered to set up some kind of support site / help centre / etc. with support articles that 1) explain how to go about doing things and some of their policies, and, 2) the information they will require to investigate different types of issue. While those using e.g. Zendesk can have multiple contact forms which dynamically update to add fields (e.g. a Query Type of "account rename" might add a "new account name" field...), GGG just makes do with email-based support. While renaming accounts is obviously a weak example, you get the idea.
• They have never bothered offering some kind of portal where you can log in and view the status of your support requests. So sometimes they have to read through duplicate messages or queries about whether a previous message was received.
• The lack of account security options such as using e.g. Google Authenticator and some seemingly questionable internal security also contributes to more support requests going in. In the past I attended a Community Summit hosted by Blizzard in Versailles, and they said one of the best things they've ever done was adding 2FA support - there is a reason why you get a free pet in World of Warcraft just for enabling it on your account!

These things aren't additive... they're multiplicative. Customers not knowing what information to provide and staff slow-rolling identity verification prolongues each individual support request, while the lack of DIY options increases the number of support requets, and then them having an insufficient number of staff to respond to support requests just makes everything worse.

But hey... given I was kicked out of the VP program for criticising how the support department at GGG is managed, I can only assume this post will go missing and maybe even earn me a vacation.

I couldnt say.

I've never had to contact anyone about any game ive ever played in my 57 years of living.

"

Sarno#0493 wrote:

I think it's a combination of things;

• A lot of things are gated behind "please email us at support@grindinggear.com" - even things such as some account link functionality you might expect a DIY option for on the website.
• Their sole game's cyclical nature strongly discouraged GGG from sufficiently upscaling the number of support staff, because for maybe 8 months of the year, they'd be largely idle. So instead they seem to have pretty much scaled up as necessary for the regular, relatively quiet periods, and just accepted that any time they have a troubled launch it's going to be a disaster.
• When you do contact them, it's rare (and I am being generous here) to get a resolution in the initial response from them. This is because not only do they have a policy of asking questions to verify your identity, but they also very often do this over multiple responses. So you wait to be asked questions, to wait again to be asked even more questions, to wait until maybe getting a solution the third go around.
• They've never bothered to set up some kind of support site / help centre / etc. with support articles that 1) explain how to go about doing things and some of their policies, and, 2) the information they will require to investigate different types of issue. While those using e.g. Zendesk can have multiple contact forms which dynamically update to add fields (e.g. a Query Type of "account rename" might add a "new account name" field...), GGG just makes do with email-based support. While renaming accounts is obviously a weak example, you get the idea.
• They have never bothered offering some kind of portal where you can log in and view the status of your support requests. So sometimes they have to read through duplicate messages or queries about whether a previous message was received.
• The lack of account security options such as using e.g. Google Authenticator and some seemingly questionable internal security also contributes to more support requests going in. In the past I attended a Community Summit hosted by Blizzard in Versailles, and they said one of the best things they've ever done was adding 2FA support - there is a reason why you get a free pet in World of Warcraft just for enabling it on your account!

These things aren't additive... they're multiplicative. Customers not knowing what information to provide and staff slow-rolling identity verification prolongues each individual support request, while the lack of DIY options increases the number of support requets, and then them having an insufficient number of staff to respond to support requests just makes everything worse.

But hey... given I was kicked out of the VP program for criticising how the support department at GGG is managed, I can only assume this post will go missing and maybe even earn me a vacation.

VALUED POST.

But hey we should cut GGG some slack. Small indie company and all. They'll smooth things over after the understandably unstable Beta period.

PS when you say they're multiplicative and not additive do you mean more or increased?

"

Sarno#0493 wrote:

I think it's a combination of things;

• A lot of things are gated behind "please email us at support@grindinggear.com" - even things such as some account link functionality you might expect a DIY option for on the website.
• Their sole game's cyclical nature strongly discouraged GGG from sufficiently upscaling the number of support staff, because for maybe 8 months of the year, they'd be largely idle. So instead they seem to have pretty much scaled up as necessary for the regular, relatively quiet periods, and just accepted that any time they have a troubled launch it's going to be a disaster.
• When you do contact them, it's rare (and I am being generous here) to get a resolution in the initial response from them. This is because not only do they have a policy of asking questions to verify your identity, but they also very often do this over multiple responses. So you wait to be asked questions, to wait again to be asked even more questions, to wait until maybe getting a solution the third go around.
• They've never bothered to set up some kind of support site / help centre / etc. with support articles that 1) explain how to go about doing things and some of their policies, and, 2) the information they will require to investigate different types of issue. While those using e.g. Zendesk can have multiple contact forms which dynamically update to add fields (e.g. a Query Type of "account rename" might add a "new account name" field...), GGG just makes do with email-based support. While renaming accounts is obviously a weak example, you get the idea.
• They have never bothered offering some kind of portal where you can log in and view the status of your support requests. So sometimes they have to read through duplicate messages or queries about whether a previous message was received.
• The lack of account security options such as using e.g. Google Authenticator and some seemingly questionable internal security also contributes to more support requests going in. In the past I attended a Community Summit hosted by Blizzard in Versailles, and they said one of the best things they've ever done was adding 2FA support - there is a reason why you get a free pet in World of Warcraft just for enabling it on your account!

These things aren't additive... they're multiplicative. Customers not knowing what information to provide and staff slow-rolling identity verification prolongues each individual support request, while the lack of DIY options increases the number of support requets, and then them having an insufficient number of staff to respond to support requests just makes everything worse.

But hey... given I was kicked out of the VP program for criticising how the support department at GGG is managed, I can only assume this post will go missing and maybe even earn me a vacation.

Screenshot saved for posterity ;)

I do wish that there was a proper ticketing system.

personally ggg staff has always been prompt with my issues. but its usually payment related and never something technical.

a friend of mine has had his ticket "not responded to" for years i guess.

its easy to ignore GGG's lack of response when you're not directly affected.

and i seriously would have assumed people were just making things up but a friend of mine does have this issue.

to that effect, its really disappointing to know.

I have not seen anyone suggest the possibility of GGG's ill-equipped support system, read Help Scout, being maliciously clogged with bogus tickets by bad actors. Admitting to such a vulnerability would invite more spam because it clearly works.

completely disagree i sent them an email couple of days ago they responded within 24 hours and moreover fixed my issue as well.