Feedback: Horrible Customer Service

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Echothesis#7320 wrote:

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Neo_Bahamut_19#6538 wrote:

Edit: Just to make sure it's ultra, ultra clear what happened. I purchased the $500 supporter pack, I went to gift the top-tier Hideout to MY PoE 2 guild (the one I own/run), but accidentally gifted it to MY PoE 1 guild (the one I own/run). I contacted support immediately, and after months they told me "no, we will not fix it, sorry for your luck". I see it not only as disrespectful as hell, but as a clear sign that they are purposefully not rendering me the product I paid for in the manner that I paid for it to be used. Why in the heck would I want the PoE 2 supporter hideout locked to PoE 1, a game that I haven't played seriously in years that I no longer have interest in?

I was in similar situation a few years ago. Not with guilds but same milestones: confusion over shop UI (regional pricing in my case), de-facto loss of real money, support refusing to even consider helping with it (meaning bringing my spent money vs gained points to intended value, without the confusion). I believe it was Kieren_GGG who demonstrated wonders of diplomacy over email.

So when another fan with stars in his eyes starts pushing tales of how GGG always knows better what is best for players - lol, they couldn't care less about players and have 0 flexibility in any unusual situation.

In your case, I believe they have separate databases for poe1 and poe2 account data, so there is no established toolset to move stuff between 2 games, and manipulation you asked about would've required manual DB conversion by some high-profile employee. But that is by no means an excuse. If your support is lacking tools to assist customers, build more tools, not tell paying players to screw off.

All they'd have to do is find someone competent enough to unflag the gift from my PoE 1 guild and flag it to my PoE 2 guild. That's it. It's not magic. I work in IT, I've worked on databases, I know how this all is. This is a 5 minute fix max, and the fact that they're totally willing to lose a paying customer over such a small, easily fixable thing is absolutely WILD to me. I should have known better than to come back to GGG, definitely not the same company I put faith in during the PoE 1 beta.

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Neo_Bahamut_19#6538 wrote:

All they'd have to do is find someone competent enough to unflag the gift from my PoE 1 guild and flag it to my PoE 2 guild. That's it. It's not magic. I work in IT, I've worked on databases, I know how this all is. This is a 5 minute fix max, and the fact that they're totally willing to lose a paying customer over such a small, easily fixable thing is absolutely WILD to me. I should have known better than to come back to GGG, definitely not the same company I put faith in during the PoE 1 beta.

I know it is 5 min fix for someone who knows DB format, but this is just not how corporations operate:) GGG is classic slick corporation by now, where bureaucracy takes over common sense at some point. People who can authorize unorthodox move are always busy with infinitely more important stuff, and cannot be bothered with customer support issues by definition. Nothing wild about this unfortunately.

This is one of the big problem with GGG, they mix the POE 1 and POE 2 cosmetics, and items in one pages.

There's no distinction if the one your buying is for POE 1 or POE 2.

GGG needs to add some filtering to their sites.

I had a different problem and not for a high expense like yours.
My problem was about the purchase of Path of Exile 2.

I wrote my first e-mail around mid-December 2024.

I mean that the game despite GGG declaring recommended hardware requirements is still not optimized (still after months and it seems that now it is worst and not just for me) and my hardware despite it's better then recommended requirements apparently cannot "compensate" for the lack of optimization for performance (random stuttering/drop fps, cpu and gpu that have peaks at 100% with excessive temperatures and so on).

Now it's March 2025.

How do you think this story ended?

"We are sorry for your problem, we have reported your problem and some expert people will help you IN THE OFFICIAL FORUM."

Unfortunately it is not the amount of money you spend that makes you a "GOLD customer" versus a "SILVER customer".

They don't care.

And don't waste your energy or anger because they won't answer you or what they tell you won't solve your problem.

They haven't been doing that for months with you, with me and with many other people.

Why? If I say "because they don't care" I am immediately offended by the white knights.

So...I don't know.

It took them 2.5 months to solve my issue with stolen account.

They replied once every 10-15 days,asking same questions (bot replies)

I lost gear worth 50 divines (2.5 months ago) now that same gear is in high 400-600s.

They gave me my account back,but there's no way i am playing ever again with this inflation. One Divine 450 EX...i dont love PoE2 that much...

The morons that run GGG refuse to fix a months old issue caused by their garbage website, instead they choose to suppress and delete posts repeatedly, as if that's a faster, easier way to deal with the issue. They wonder why their game is already tanking before even being finished. People could care less about a company who clearly doesn't care about their playerbase.

As always, GGG is quick to delete, but refuses to fix; yet they wonder why their reputation is in the dumpster.[Remove by Support]

A proper fix for the issue has been [Remove by Support].