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Until recently, I've received exceptionally good customer service from GOG. Questions and concerns would be responded to thoroughly and in a matter of one or two days.

Lately, however, it seems that my requests and replies are being largely ignored, and the only response I've received to recent requests (which I appreciated, thank you) came out of persistence - and that isn't comfortable because my typical assumption is that GOG is extremely busy. The truth of the matter is, if I could solve my current issues on my own or via the forums, I wouldn't be inclined to add to GOG's workload.

I have been a dedicated customer for many years, and while I realize that shouldn't equate to special treatment, this is a little disheartening and brings up concerns that other GOG customers may also be feeling somewhat neglected when dealing with customer support.

Has anyone else experienced this or am I simply being impatient or unnecessarily critical?
Post edited August 27, 2015 by zakmckracken
They probably just don't care.
How much does one really need customer service? You make it sound like you message them daily like a mad person.
They are too busy playing games.
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tomimt: How much does one really need customer service? You make it sound like you message them daily like a mad person.
I see your point, tomimt.

To clarify, the 2 requests I've submitted over the past month are related to a single issue. All previous contact with customer support was made over 3 years ago, so perhaps my expectations are too high given the amount of growth that GOG has been experiencing recently.
Post edited August 27, 2015 by zakmckracken
Had the same great quality when I joined years ago up to 2 weeks ago. I see no decline.
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ScotchMonkey: Had the same great quality when I joined years ago up to 2 weeks ago. I see no decline.
Thanks, ScotchMonkey. That's good to hear.

It's possible that my issue is a bit trickier than the usual request or that there was a miscommunication and GOG believes they've already answered my question.

My first interaction with the GOG support staff was the best online customer service I've ever received. Hopefully, that level of attention and dedication to excellence continues over time.
The thing that really brought it home to me was the response I received when I reported the very much active DRM in DEFCON to customer support. They just told me how to activate the game.

...

I know how to activate the game, I shouldn't have had to!
Fun fact: First game I bought here (2010) - Far Cry - made me almost never return because they took so long to give me my multiplayer key.

I haven't really needed Support since then (aside from sending many a suggestion), but I'm worried GOG will lose its general reputation for good support (and reasonable refunds) if this keeps up, and Steam will be able to slap aside yet another potential competitor.
I've seen no change in GOG's support quality, it's the same inconsistent mess its always been. Sometimes, your request is answered in hours, sometimes days, sometimes weeks, sometimes never; that's just the way it has always been for me.
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tomimt: How much does one really need customer service? You make it sound like you message them daily like a mad person.
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zakmckracken: I see your point, tomimt.

To clarify, the 2 requests I've submitted over the past month are related to a single issue. All previous contact with customer support was made over 3 years ago, so perhaps my expectations are too high given the amount of growth that GOG has been experiencing recently.
Reading your OP, I was in the same mindset as Tomimt and was about to say that I often find that people don't manage their expectations enough regarding support when buying 5$ old games (even though it's becoming less and less true given the amount of high profile recent stuff we have here these days).

But, what I quoted is reassuring and your contacts with support prove to be more than reasonable. I think the growth they are experiencing have to have an impact on support's reliability.


Edit : But I didn't have much contact with support recently, last time I had it was more than ok (having to wait 2~4 days is perfectly fine in my opinion)
Post edited August 28, 2015 by Potzato