10+ days now. Still no response from Support... Add a 48-hour 'Refund' option for Shop purchases!

Updated - 4/21/2025 - I even tried rebuying the Support Pack again and I did not get another copy of my Dreadnought Hideout to gift to my PoE 2 Guild (which should have worked). Did not work!

Updated - 4/18/2025 - Still no word from Support/no refund. The original thread regarding this issue submitted on 4/11/2025 https://www.pathofexile.com/forum/view-thread/3755202
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It has been 10+ days now and no response whatsoever from Support on a refund I asked for on the entire King of the Faridun Supporter Pack in this thread https://www.pathofexile.com/forum/view-thread/3761238, even after giving all my account info, etc. in an E-mail. In fact, I made several different attempts to reach your Support team.

This should not have been possible to 'gift' to my PoE 1 Guild (since I did not see the 'My PoE 2 Guild' tab). No warning prompt, either, saying "You cannot gift a Hideout from PoE 2 to your PoE 1 Guild."

That is why I requested a Refund.

LONGLASTING SUGGESTION IF YOUR SUPPORT TEAM IS EVER OVERWHELMED:

Add a 'Refund' option for purchases that were made on the official site Shop or from the in-game Shop that is good for at least 48 hours if there is ever a mistake or dissatisfaction!

I refuse to put anymore money into PoE 2 until a 'Refund' option is added in some way, shape, or form. Your Support team (which has dwindled from how I remember it) has proven both incompetent to downright non-existent to handle Refund requests.

Back when I had any issue(s) in PoE 1? Things got addressed 85% of the time within the same day! It never took more than 3 days or even 5 business days. But 10+ days? Yea. None of us should have to wait for a Refund. I gave you guys the solution if your Support team is overwhelmed.

Please fix this!

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Wouldn't they be losing business if they did fix it ?

"

Glowie_Zigger#5018 wrote:

Wouldn't they be losing business if they did fix it ?

No. They wouldn't be losing business if they: responded, fixed the issue, or granted a Refund.

Furthermore, implementing a 48-hour period customers can apply for a 'Refund' through an automated system would actually save the company money by not having to hire/pay more people on the Support team who strictly handle customer Refunds. It would take at least some of the load off.

Losing business would be to: not fix the issue, continue not to respond, or refuse to give a Refund (no matter the reason) be it due to a screw-up [like in my case] or dissatisfaction in hindsight.

That's a good way to lose a long-time-paying customer (or customers) like myself. However, I do have every intention of giving more money and support towards the game. Until this gets resolved? I won't be opening my wallet. Simple as that.

Courses of action that can be taken that have not been taken:

* A response (there has been no response) saying, "We hear you and we're working on this issue. Thank you for bringing this to our attention!"

* 'Fixing' the issue would be to remove 'a part' of the Support Pack I bought (which is the Hideout itself) from my PoE 1 Guild. At that point, no Refund required. I could then 'gift' the Hideout to my PoE 2 Guild like I meant to do.

Sure, the mistake is on me, but also, it is an oversight for the site to allow PoE 2 Guilds to be 'gifted' to a PoE 1 Guilds in the first place. There was no warning message for that.

* or give a Refund. Easiest fix. That way, I can 're-purchase' the Support Pack and apply the Dreadnought Hideout to my PoE 2 Guild.

I will keep bumping this thread until someone from Support/a dev answers... with something.

Where the competition's company gets it right on Shop purchases vs. where this company gets it wrong:

Hate the competition all you want (we don't have to drop the name), but at least it has its own 'Refund' system (good for 14 days, granted you've not played on a character for more than 2 hours) that at least gives players a chance to get a refund on a Shop purchase within that timeframe and under those conditions.

The fact that there is no refund system at all in place for PoE 2 is a real problem! It's not acceptable, especially if your Support team cannot keep up with their E-mails on these types of matters (regardless of whatever the excuse is or the reason is).

I have tried several different ways reaching out to you guys' team/Support and there's not even so much of a random-generated, "We will contact you on this matter soon as we can! We appreciate your patience and continued Support for the game." Straight up no word at all.

The takeaway:

You guys' quality and integrity when it comes to Support/help has gone way done vs. the way it used to be. PoE 2 being in EA is not an excuse. PoE 1 was in EA at one point, too, and you guys did a better job even then. I would know. Been around for a long time.

Please do something!

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