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Minecraft's Mojang has a serious customer support issue

If you submit a support ticket now you'll be lucky to hear back a month from now

by
Monday, March 11, 2019 - 21:48 GMT
Minecraft's Mojang has a serious customer support issue
Monday, March 11, 2019 - 21:48 GMT

Players who are in need of Minecraft customer support will find they may have to wait more than a month to hear back. Other Mojang games have similar customer support issues.


According to the studio, these customer support issues started in December when the studio noted it started receiving a large number of incoming e-mails during the holiday season. Extra support tickets are said to lead to longer than usual waiting times, but waiting times can now be more than a month.

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Minecraft development studio Mojang AB was acquired by Microsoft back in 2014 for roughly 2.5 billion dollars. It only released a handful of games: Minecraft, Scrolls and Cobalt. Its sandbox game 0x10c that was announced in 2012 was cancelled a year later.

On social media, players are complaining about the studio's poor customer service, with some stating they are unable to recover their account because of slow customer support, and some stating they had their issues resolved within three weeks in January, but waiting times have increased ever since.
Minecraft's Mojang has a serious customer support issue
"They're still dealing with cases from three weeks before, so it almost feels like they have no intention to catch up. I don't want to blame them because I'm sure it's not an easy job, but it does feel frustrating as a user," a player wrote on Reddit last month.

"If the backlog was already a week before Christmas and two weeks after, it must have started way before Christmas did. I know the holidays are busy, but it feels like the start of this had nothing to do with the holidays," another Reddit user wrote.

To make matters worse, many issues seem to be related to account migration. Minecraft changed its authentication system in late 2012 with the introduction of Mojang accounts. Players who purchased the game after this time automatically have a Mojang account. However, those who purchased before are forced to migrate to the new system. Players who run into issues migrating to a new Mojang account will have to contact customer support to be able to play again.

"I'll have to buy a new one [ed: copy of Minecraft] because Mojang's support system is trash", one user wrote on Twitter. "What is going on with your lack of replies to support tickets lately?", wrote another.

"When you can't get your old Minecraft account back from 2012, so you have to buy it. Again... thanks Mojang," another frustrated player wrote.

When asked why Mojang continues to have difficulties processing support tickets, it forwarded us and other players to a separate support page that displays the date of tickets it is currently processing. At the time of writing, the studio was processing tickets it had received on February 15, 2019; roughly four weeks ago.
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About the author

Raymond Bakker
Journalist and Software Developer at Moonlight Multimedia. He covers the latest video games news from indie to virtual reality and has been actively involved in the video games industry since the early 2000s.

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