Grinding Gear Games says it is sorry for the sluggish response instances to Path of Exile 2 buyer assist requests, nevertheless it’s coping with an absolute avalanche of them—roughly 545,000 electronic mail requests for the reason that sport launched in November, way over it was ready to take care of.
“In the lead as much as the launch of Path of Exile 2’s early entry we started to ramp up our buyer assist group,” Grinding Gear wrote in a Steam replace. “It rapidly turned evident that our efforts weren’t practically sufficient and we’ve got since doubled the scale of the group, and we’re nonetheless hiring extra.
“The assist group is liable for not solely the emails and personal messages, but in addition the in-game chat and discussion board moderation. All of those have been roughly 10 instances busier than our earlier busiest time.”
It’s not the worst drawback on the earth for Grinding Gear to have: Path of Exile 2 may have zero buyer assist requests pending as a result of no one’s taking part in it, for example, which might be a much more dire final result for all concerned. As it’s, PoE2 continues to be placing up main concurrent participant numbers—a peak of greater than 290,000 over the previous 24 hours, enviable by nearly any measure—and with numbers like that, there are certain to be lots of people asking for assist.
And hey, it occurs. Larian boss Swen Vincke stated he anticipated a peak of 100,000 concurrent gamers when Baldur’s Gate 3 went into full launch in 2023, for example, and that proved to be an enormous underestimation.
The excellent news is that Grinding Gear has managed to cut back that mountain of customer support requests to roughly 75,000 pending, a extra manageable however nonetheless sizable hill to climb. If you are one of many folks ready for a response to a assist request, the studio recommends you don’t ship one other electronic mail about it, as doing so will transfer you to the again of the queue, successfully beginning your wait over again.
“We actually recognize everybody’s endurance whereas the Support Team has been working laborious to get via the requests we obtain and might guarantee you that we’re bolstering the Support Staff member numbers to make sure extra well timed responses sooner or later,” Grinding Gear wrote. “You deserve higher customer support than we’ve been capable of present regardless of one of the best efforts from our group and for this we’re sorry.”
And sure, Grinding Gear is the truth is hiring for its assist division—if you would like to use (noting that it is an in-office place in Henderson, New Zealand, so fairly a commute for many of us) you possibly can drop ’em a line at contact@grindinggear.com.
