Adding my perspective on support accountability since the FAB transition.
Interacting with the old Marketplace support was genuinely good. It felt responsive, human and accountable. Especially updates and bug fixes, at least in my experience, were handled swift and professionally. Any additional question were processed sufficiently and gracefully. Since the migration to FAB, the support experience has been less so. There is now no clear escalation path for payment issues, no communication between FAB support and Epic Games, and written commitments made by support agents go unfulfilled with no consequences.
I’m currently experiencing exactly this. Earnings withheld despite FAB’s written commitment to reprocess them. Epic Games live chat explicitly told me they have no oversight of FAB payments or operations. FAB support cannot provide an ETA or escalation path. Full documentation of the case in a separate thread.
The accountability gap between Epic Games and FAB is a structural problem that affects every seller. And ultimatly everyone buying products on FAB. And everyone using them in the engine.