We'd like to take a moment to apologise for our slower-than-usual support response times. Due to the massive increase in tickets from Early Access, we've fallen behind our usual standard. Today we want to detail what went down and how we’ve been working to improve the situation.
In the lead up to the launch of Path of Exile 2’s Early Access we began to ramp up our Customer Support team. It quickly became evident that our efforts were not nearly enough and we have since doubled the size of the team, and we are still hiring more.
The Support Team is responsible for not only the emails and private messages, but also the in-game chat and forum moderation. All of these have been approximately 10 times busier than our previous busiest time.
Since the announcement on the 22nd of November the Support Team has received around 545,000 email requests and been able to reduce the remaining requests to approximately 75,000.
We really appreciate everyone's patience while the Support Team has been working hard to get through the requests we receive and can assure you that we are bolstering the Support Staff member numbers to ensure more timely responses in the future.
If you’re still waiting for a response, we urge you not to send another email as it will move you to the back of the queue. Be assured that our team will get to you as quickly as they can.
You deserve better customer service than we’ve been able to provide despite the best efforts from our team and for this we are sorry.
If you are an Australian or New Zealand Citizen and would like to apply for a position in the Support department, please send an email through to [email protected]. Positions are only available for people who would like to work at our office in Henderson, New Zealand.