Can We Get Some Support for Support

I once had to return a $230 package to amazon. After mailing back the package and receiving the UPS confirmation that they had received it, it took 2 months and about 6 live chat conversations with different amazon customer support people before they authorized my refund. Amazon's customer support people gave me five different dates to expect the refund until finally, after I offered to "help" them by showing them the screenshots of all our conversations where they had promised me the refund, they immediately issued me the refund.

GGG customer support is somehow worse.

I suggest you guys hide the "contact support" button on your website in some very obscure place (at least three hyperlink clicks deep on a dedicated "support page" would be good, make it the last of several dozen options like amazon does) and then place a layer of AI powered questions and answers between the players and your support people covering the most common issues like amazon. That's what amazon does for their support people and their support people have time to have live chats with their customers. Granted Amazon's support people are a bunch of incompetent scammers at times, but at least with them I felt like I was being treated like a person and not completely ignored.

Anyway, that's my suggestion to fix the customer support complaints, copy what amazon does. I am sure any teenager can make the website, I had several when I was a my teenager. If you don't think there is an issue with your current support system go to your "PoE 2 EA Feedback" forum and search for "Customer Support" there are literally over a thousand PAGES of complaint posts. If you figure like 10 per page, that's like 10,000 posts about your customer support.

Hopefully this helps, but lets face it, this post might just be deleted by your customer support. You know if they decide to shoot themselves in the foot by keeping things the way they are at the moment. Instead of sending things to a higher up so they can be... You know, supported and maybe get some relief. Ironic when support doesn't get the support they need, no one does. Not sure how it got this bad, but I hope it gets better for GGG and their support people.

Good Luck Guys,
Marshmallow

I thought you were bullsh1tt1ng. It really is 1,000 pages..

My god.

+1

I would support this

You could probably put any English word in front of 'support' in the search function and have 1,000 posts return. Support gems, controller support, Nvidia support, AMD support, etc. etc.

Why would you want them to obfuscate getting in contact with their support? Maybe they just need to hire some competent dedicated support staff around this time in development. You told a story about Amazon, why didn't you just tell everyone what happened with GGG?

My one experience with their support was fine. I was having trouble getting Ninja/POB to pull my account info and found out my email address was registered to a GGG account and not my Steam account. It was somewhat annoying to track down what the issue was on my end, but as soon as I found out these accounts has to be linked, I asked for that and it was done within 30 minutes.

Hi YNRY,

Seems like the middle paragraph of your reply was questions for me. Here are your answers:

Q: "Why would you want them to obfuscate getting in contact with their support?" - YNRY

A: This would likely filter out some of the more frivolous support items because those people would inevitably give up before finding the link. If you give up before you find the link to complain then the complaint wasn't very important to you anyway... was it? As it is now 100% of trolls and troublemakers can find the complaint button, if it was even a little challenging this would not be the case. I suspect that is why amazon does it that way anyway.

Q: "Maybe they just need to hire some competent dedicated support staff around this time in development." - YNRY

A: Maybe you are correct. However, people who have worked in the corporate world know that a solution that costs nothing is way more likely to be adopted than a solution that requires costly manpower. Companies would much rather overwork existing higher paid veteran employees until they quit, then just replace them with new hires, than hire more workers, to lessen the burden on existing veteran, more expensive, employees. It's all about the bottom line in business. People are evil to each other, sorry to bust your bubble friend.

Q: "You told a story about Amazon, why didn't you just tell everyone what happened with GGG?" - YNRY

A: Honestly, there are several reasons not to get specific. Primarily, I am selfishly still hoping my issue will be resolved. If I can help lessen customer support's workload by pointing out how other companies have done the same, essentially for free, maybe that will help them to help me? Also, I try to never to offer a complaint without a solution, no one values complaints without solutions, another lesson from the corporate world. The easiest and most effective way to help GGG support right now is by showing an example of how another company handled it. And finally, if you read the original post again, I did tell what happened with me and GGG, just so casually you may have overlooked it. I'm pretty sly with words when I want to be. ;)

They don't need to hide anything, they need to make using support way less frequent that's all, if you buy a microtransaction, give us the choice to get a refund in coins inside the game without needing to contact support for that, i imagine is not so easy to make a system like that, but i'm sure it's not impossible either

That way support has to work less and just focus on other things that demands more attention

"

Marshmallow1983#1709 เขียน:

Hi YNRY,

Seems like the middle paragraph of your reply was questions for me. Here are your answers:

Q: "Why would you want them to obfuscate getting in contact with their support?" - YNRY

A: This would likely filter out some of the more frivolous support items because those people would inevitably give up before finding the link. If you give up before you find the link to complain then the complaint wasn't very important to you anyway... was it? As it is now 100% of trolls and troublemakers can find the complaint button, if it was even a little challenging this would not be the case. I suspect that is why amazon does it that way anyway.

Q: "Maybe they just need to hire some competent dedicated support staff around this time in development." - YNRY

A: Maybe you are correct. However, people who have worked in the corporate world know that a solution that costs nothing is way more likely to be adopted than a solution that requires costly manpower. Companies would much rather overwork existing higher paid veteran employees until they quit, then just replace them with new hires, than hire more workers, to lessen the burden on existing veteran, more expensive, employees. It's all about the bottom line in business. People are evil to each other, sorry to bust your bubble friend.

Q: "You told a story about Amazon, why didn't you just tell everyone what happened with GGG?" - YNRY

A: Honestly, there are several reasons not to get specific. Primarily, I am selfishly still hoping my issue will be resolved. If I can help lessen customer support's workload by pointing out how other companies have done the same, essentially for free, maybe that will help them to help me? Also, I try to never to offer a complaint without a solution, no one values complaints without solutions, another lesson from the corporate world. The easiest and most effective way to help GGG support right now is by showing an example of how another company handled it. And finally, if you read the original post again, I did tell what happened with me and GGG, just so casually you may have overlooked it. I'm pretty sly with words when I want to be. ;)

I think "working in the corporate world" has done damage, my dude. I assume GGG is intentionally ignoring your support request for good reason.

"I think "working in the corporate world" has done damage, my dude. I assume GGG is intentionally ignoring your support request for good reason." - YNRY

Yes, YNRY, exactly my point, exactly.

Yes, many, including me, have PTSD from our corporate years. And yes, indeed, I expect there must be a very good reason for them intentionally ignoring so many requests, including my own. (That is the whole point of this post after all, to help call attention to, this pattern of behavior, and help identify realistic ways to help eliminate and/or relieve this bottle neck/burden on support.)

"+1" would have been a more straightforward way to agree with me, but I thank you for your support none the less.