Feedback: Horrible Customer Service

So, long story short: Months ago now I purchased the "Liberator of Wraeclast Supporter Pack". One of the key items I wanted was the "Beacon of Salvation Hideout" for my PoE 2 guild my friends and I were going to run.

When I went to gift the "Beacon of Salvation Hideout" to my PoE 2 guild, I didn't realize (due to the bad website UI) that I was actually on my PoE 1 guild... It was gifted...

No biggie, right? Contact support and they'll fix it up for me, right? (Mind you, I'm the owner of both the PoE 1 and PoE 2 guilds.)

Wrong, after waiting going on 3 months I was told to go pound sand and that they would not do anything to correct this issue.

Why in any right mind would I ever A: spend more money at GGG or B: urge anyone else to come along and play their products? Not only did I bring along my 4 friends, but I also convinced others to buy into it as well. Yet this is how I'm treated as a paying customer.

I e-mailed back and forth over the past few days, but I'm so over it at this point that my only option left is to issue a chargeback, close my account, and burn the merch that was sent my way.

GG, GGG. I'm actually furious over this and regret ever doing business with you.


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?

Edit 2: Edit: Just checked my initial e-mail vs the gifting. E-mail was sent @ Sat, Dec 14, 2024, 5:38 PM, the gifting took place @ December 14th 2024, 5:34:13 pm. So I sent the request to get it fixed within 5 minutes of the incident. It took nearly 3 months to get a support rep that told me to essentially go pound sand.

Of course, this is going to go completely ignored by GGG staff and they won't make a single attempt to rectify the situation at all. Given what I've been reading on other forums, this is the new standard for them.

To add further context to this, I'm the ONLY person in the PoE 1 guild. No one has even visited, including myself, the PoE 1 Guild version of the hideout. It's useless as none of us play that game. So why it would cause a single issue to move it from the PoE 1 guild to the PoE 2 guild is beyond my wildest understandings.

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Neo_Bahamut_19#6538 เขียน:

Of course, this is going to go completely ignored by GGG staff and they won't make a single attempt to rectify the situation at all. Given what I've been reading on other forums, this is the new standard for them.

To add further context to this, I'm the ONLY person in the PoE 1 guild. No one has even visited, including myself, the PoE 1 Guild version of the hideout. It's useless as none of us play that game. So why it would cause a single issue to move it from the PoE 1 guild to the PoE 2 guild is beyond my wildest understandings.

Once they get your money, they keep it. Consider it a lost cause or talk to your credit card company altho too late for that now.

I think you are pissing in the wind mate. I understand that paying $500 to support a company would give you valued status or something but in reality they just see a schlub whale.

To be honest mate this should be taken as a reward as you can now spend your money elsewhere, preferably on RMT sites knowing GGG. But take it as a positive, fool me once kind of thing. Being angry about it is just going to grind you up inside and a waste on energy because literally nobody is listening.

On a side note will GGG be porting hideouts as well as cosmetics from POE 1? Not sure how guilds work but maybe you will get it ported over automatically at some point?

I spent my money to support them as developers because I had faith in them. That faith has been lost due to them being incapable/unwilling to correct a tiny, 5-minutes to fix max, issue that would harm literally no one to fix and would do nothing but bring good will.

It's not like I'm asking them to sacrifice their first born. All I was asking was for them to move the gifted hideout from my one guild that I own (that no one is in besides me) to the other guild that I own (that all my friends are in) due to me accidentally sending it to the wrong one thinking I was working on my PoE 2 guild.

Lord knows why it happened that way, but all my other items I could gift are gifted to the proper guild, the PoE 2 one.

The fact that it took them nearly 3 months to tell me to go pound sand only adds insult to injury. If it's not fixed by the end of the weekend, I'm filing with my bank to have the transaction reversed. Trust me, as someone who worked in the banking industry, it's definitely not too late to issue a chargeback. You just have to make your case that the services you paid for were not rendered to you. In this case, I purchased this pack with the intent of using that hideout in PoE 2 and due to the shoddy UI design it ended up being granted to PoE 1 and the support staff are unwilling to rectify the issue, thus denying me the services I paid for.

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Fhaf33z#8407 เขียน:

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Neo_Bahamut_19#6538 เขียน:

Of course, this is going to go completely ignored by GGG staff and they won't make a single attempt to rectify the situation at all. Given what I've been reading on other forums, this is the new standard for them.

To add further context to this, I'm the ONLY person in the PoE 1 guild. No one has even visited, including myself, the PoE 1 Guild version of the hideout. It's useless as none of us play that game. So why it would cause a single issue to move it from the PoE 1 guild to the PoE 2 guild is beyond my wildest understandings.

Once they get your money, they keep it. Consider it a lost cause or talk to your credit card company altho too late for that now.

Clearly GGG doesn't care a single bit about correcting the issues.

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Neo_Bahamut_19#6538 เขียน:

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.

Why do poe player get stash tabs in po2 but poe2 player do not get their stuff in poe? That question came to my mind. There is no platform to differatiate both games doubtlessly in terms of service functionality, neither is it integrated into the existing system. Only ingame features are more or less clear.

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kosmo_blacksmith#5449 เขียน:

Why do poe player get stash tabs in po2 but poe2 player do not get their stuff in poe? That question came to my mind. There is no platform to differatiate both games doubtlessly in terms of service functionality, neither is it integrated into the existing system. Only ingame features are more or less clear.

Not sure how it is possible to buy stash tab only for poe2 since we have single shop, but if true it further supports theory about different accounts. In this case GGG supposedly ported poe1 MTX to poe2 once, using a shovel, but there would be no way to do it automatically.

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Echothesis#7320 เขียน:

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kosmo_blacksmith#5449 เขียน:

Why do poe player get stash tabs in po2 but poe2 player do not get their stuff in poe? That question came to my mind. There is no platform to differatiate both games doubtlessly in terms of service functionality, neither is it integrated into the existing system. Only ingame features are more or less clear.

Not sure how it is possible to buy stash tab only for poe2 since we have single shop, but if true it further supports theory about different accounts. In this case GGG supposedly ported poe1 MTX to poe2 once, using a shovel, but there would be no way to do it automatically.

You are right. I think it is not. So, why even make it an option to choose for a poe2 cosmetic to only have it in poe?