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General discussionDoes Gog still offer support for titles removed from the catalog?(9 posts)(9 posts)
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Posted January 06, 2015
I'm not talking about patches and updates: I just mean tech support. I remember a recent blue post saying something along the lines of "we might, depends on the case". In practice, however, what are we supposed to do? The contact form requires selecting a game, which is not possible for those who were pulled from the catalog, because their entries are gone.
Posted January 06, 2015
You should contact support regardless and see what the outcome is. It's probable they will help however they are able even if not obligated to do so. If you can't specify the game then maybe pick one at random and indicate otherwise in the comments or select a different support category.

If this is from the Nordic sale then recall that GOG has a "MONEY BACK GUARANTEE. 30 days coverage after purchase." on games that don't work for you that should stand for the recent Nordic sales from their "in and out" promotion so it's clear there is at least that support.
Post edited January 06, 2015 by undeadcow
Posted January 06, 2015
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Avogadro6: I'm not talking about patches and updates: I just mean tech support. I remember a recent blue post saying something along the lines of "we might, depends on the case". In practice, however, what are we supposed to do? The contact form requires selecting a game, which is not possible for those who were pulled from the catalog, because their entries are gone.
I guess it depends if the publisher provides them with said patch or not.

The only thing I know for sure is that they at least update the installers; for example Cryostasis was updated to be supported by Galaxy even thought it was removed quite some times ago.

EDIT : Sorry I misread what you said... for standard support of removed games you should try to select "other" instead of "Technical issue" in the support section.

However it would be better if the list of games "supported" by support was based on the games in your collection rather than on the games in the catalog.
Post edited January 06, 2015 by Gersen
Posted January 06, 2015
GOG has provided me extensive support on games that were pulled years ago. This was as of November.
Posted January 06, 2015
I've gotten tech support in here for games that GOG never had. Not from GOG staff per say but from forum members when I've thrown queries out there.
Posted January 07, 2015
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undeadcow: You should contact support regardless and see what the outcome is. It's probable they will help however they are able even if not obligated to do so. If you can't specify the game then maybe pick one at random and indicate otherwise in the comments or select a different support category.

If this is from the Nordic sale then recall that GOG has a "MONEY BACK GUARANTEE. 30 days coverage after purchase." on games that don't work for you that should stand for the recent Nordic sales from their "in and out" promotion so it's clear there is at least that support.
I followed your suggestion and opened a ticked via another game's support page, thanks for the idea.

The game I'm having issues with is Gothic 2, but mine was more a general question about Gog's official policy on the matter. I have quite a few titles in my library that Gog isn't selling anymore (Fallouts, XIII, SR2, etc.) and given how many games they've lost over the years, I'd really like to know what I am to expect from Gog.

I found nothing in the TOS about them dropping support for removed titles, or even being required to provide tech support in the first place (besides the money back thing, which is still relatively new). Judas' post here is the closest thing I found to an official statement, but "maybe" doesn't really clear my doubts.
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Gersen: EDIT : Sorry I misread what you said... for standard support of removed games you should try to select "other" instead of "Technical issue" in the support section.

However it would be better if the list of games "supported" by support was based on the games in your collection rather than on the games in the catalog.
Unfortunately, support will want the DxDiag, and that can only be uploaded through the "technical issues" form. I completely agree that the support pages should depend on what we have in our library though. As far as I could gather the support pages weren't even removed unlike the store pages; problem is, they're now hidden (so we need to know the exact name or google them), and most importantly they don't lead to the contact form anymore.
It's worth noting that this also hides all the related support articles, which Gog had no reason to get rid of, even if they're no longer actively supporting the games.
Posted January 07, 2015
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Avogadro6: Unfortunately, support will want the DxDiag, and that can only be uploaded through the "technical issues" form. I completely agree that the support pages should depend on what we have in our library though.
Usually that reply to ticket by email, so once they e-mail you, you can answer and attach the DxDiag report to the reply e-mail.

But like I said I agree that it would be a good thing it they didn'tt remove the support pages for games no longer sold (at least if you own them) that you own.
Posted December 28, 2015
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Avogadro6: I'm not talking about patches and updates: I just mean tech support. I remember a recent blue post saying something along the lines of "we might, depends on the case". In practice, however, what are we supposed to do? The contact form requires selecting a game, which is not possible for those who were pulled from the catalog, because their entries are gone.
Hello, do you have a link to the blue post you mentioned ?

With more games being removed from the catalog soon, I was going to ask the same question as you, but also regarding patches and updates. What about the games that were removed, then added again, but in a different version, like the Fallout series, or Space Rangers ? Let us assume that one day there is a new version of Windows or another OS (for example, I noticed that several games received updates to make them work with OS X 10.11) that is not compatible with a game in such a case. Would gog at least offer the owners of the old unsupported version to upgrade to the newer version with a discount ? Does gog have an official stance about that question ?
Posted December 28, 2015
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Avogadro6: I'm not talking about patches and updates: I just mean tech support. I remember a recent blue post saying something along the lines of "we might, depends on the case". In practice, however, what are we supposed to do? The contact form requires selecting a game, which is not possible for those who were pulled from the catalog, because their entries are gone.
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Onox: Hello, do you have a link to the blue post you mentioned ?

With more games being removed from the catalog soon, I was going to ask the same question as you, but also regarding patches and updates. What about the games that were removed, then added again, but in a different version, like the Fallout series, or Space Rangers ? Let us assume that one day there is a new version of Windows or another OS (for example, I noticed that several games received updates to make them work with OS X 10.11) that is not compatible with a game in such a case. Would gog at least offer the owners of the old unsupported version to upgrade to the newer version with a discount ? Does gog have an official stance about that question ?
GOG has never charged users when they add additional OS support. Making games work on modern OSes is part of their service.
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Community
General discussionDoes Gog still offer support for titles removed from the catalog?(9 posts)(9 posts)
(9 posts)