Path of Exile 2 does not come without problems. Many players who seek help from support, however, receive no or only a very late response. What is behind this?
What problems are there? Since the early access launch of Path of Exile 2 on December 6, 2024, the game has received a lot of praise. It is already said to be an incredibly complex representative of the genre and invites experimenting with builds.
However, there are still technical issues and other requests that the community passes on to the developers. This usually happens in the form of support requests that the studio Grinding Gear Games receives via email.
Many players, however, receive no or only a very late response to their concerns. The developers have now explained why this is the case and what a solution looks like.
Grinding Gear Games apologizes
What do the developers say? The team was likely surprised by the enormous rush on the servers of Path of Exile 2. Along with this, they internally did not expect the high number of support requests.
Specifically, the developers write in an update on Steam that since November 22, 2024, around 545,000 email inquiries have been received. The support team simply cannot keep up, for which they already apologized a few weeks ago.
Now follows the next apology, as they have been diligently working on addressing this, but still have not been able to respond to all inquiries.
“We truly appreciate everyone’s patience while the support team works hard to process incoming inquiries and can assure you that we are increasing the number of support staff to ensure faster responses in the future. You deserve better customer service than we have been able to offer despite our team’s efforts, and we are sorry for that.”
Grinding Gear Games via Steam
At least the number of open emails has been reduced to 75,000. So there is still a lot of work ahead of the team, but at least one can speak of an improvement.
To further alleviate the situation, Grinding Gear Games asks not to send follow-up emails. You simply have to be patient because every additional email automatically puts you back at the end of the queue.
What the developers also offer: Those who hold New Zealand or Australian citizenship can quickly send an application for the support team to the developers and help out in the future. However, you would have to work in the office in New Zealand for this.
This way, Grinding Gear Games wants to improve the current situation even further and ensure that support inquiries can be answered quickly in the future. Meanwhile, the community itself has worked on improving user experience: ‘Finally, we can play the right game’: Fans celebrate a new tool for Path of Exile 2, finally able to play properly
