Grinding Gear Games Acknowledges Customer Service Woes: 545,000 Requests and Counting!

Apology from Grinding Gear Games

Grinding Gear Games has expressed its sincere apologies for the slow response times regarding Path of Exile 2 customer support requests. With an overwhelming 545,000 emails received since the game's launch in November, the studio acknowledges the challenge of managing such a huge influx of support queries.

In a recent Steam update, the studio stated, "In the lead-up to the launch of Path of Exile 2's early access, we began to ramp up our customer support team. However, it quickly became evident that our efforts were not nearly enough. We have since doubled the size of the team and are still hiring more."

Increased Workload for Support Team

The support team is now tasked with handling not just emails but also private messages, in-game chat, and forum moderation. The volume of requests has surged to approximately ten times busier than their previous peak periods.

Despite the challenges, this situation reflects a successful launch for Path of Exile 2, which boasts an impressive 290,000 concurrent players in the past 24 hours. This level of engagement naturally leads to a high number of customer support requests.

Current Status and Recommendations

Fortunately, Grinding Gear has managed to reduce the backlog of requests to about 75,000 pending. For those waiting for responses, the studio advises against sending multiple emails, as this will reset your position in the queue.

"We appreciate everyone's patience while our Support Team works hard to get through the requests. You deserve better service than we’ve been able to provide, and we are truly sorry for this," the studio reassured.

Hiring for Support Roles

In response to the increased workload, Grinding Gear Games is actively hiring for its support department. Interested candidates can apply for the in-office position in Henderson, New Zealand by contacting them at contact@grindinggear.com.