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General discussionGOG support - is it even worth to open a ticket? GOG support feedback thread.(62 posts)(62 posts)
(62 posts)
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This is my favourite topic
Posted May 03, 2017
high rated
I love GOG and I am using it for quite a long time now. In this time I also contacted GOG support several times since this is mostly the advice they will give you here whenever something is not working the way it should. However I'll have to say that there were only a few times when they could actually help me regarding technical problems (I do remember some Galaxy specific problems which I reported during the beta phase of the client and one installer of bonus content which did not install correctly - however fixing this took a few months afair). Most of the time all they could do was to tell me to reinstall DirectX or other redistributables, execute the program as admin and things like that (so the support basics). Whenever I had a real problem they forwarded it to the product team (at least they told me so) and this was the last thing I've heard about it. I also told support how to fix some iussues (i.e. some added registry edits in the install script of "The Witcher: Enhanced Edition" which could lead to the fact that each language specific installation would start using this language AND this language specific launcher) and again they told me that they would see what they could do which in the end unfortunately was ... nothing.

So in general I have to say that I am quite disappointed with GOG support. Add to this that it sometimes takes several days or even longer until you get a reply and I am wondering why I should even bother to contact support when most of the time I am faster finding the solution by myself like I did in this example.

So I was wondering what the experiences of other GOG members are who contacted support because they had a technical issue with a game or GOG in general. Did they reply fast? Was their advice helpful? Do you think it was a sort of professional advice which only a few people which are very experienced could have given? Also since I only know GOG since 2009 I am wondering if support quality has changed over time or if it stayed the same. So please use this to express your feedback. Maybe it is helpful for GOG support as well to see how the community is experiencing their work. I dont want to bash anybody here - only honest feedback of past experiences.
Posted May 03, 2017
high rated
In my experience, GOG Support tends to feel weirdly robotic and scripted. I greatly prefer the more human approach the staff members on the forum have; all of the blues here feel like actual people. Talking to Support just feels awkward to me. I don't contact them unless I need to for a refund or whatever. I wouldn't bother reaching out to them for technical issues.

I've also noticed that they now send out nag emails about tickets being open, which is annoying and gives me more reason to avoid contacting them. For example, I had to contact them for an Inside code after preordering Little Nightmares. They replied with a code, that should have been the end. They ended up emailing me two more times to remind me that the request was "pending". I know there's probably a way to mark it as done, but I shouldn't have to do that. I don't remember it being an issue in the past.
Post edited May 03, 2017 by Marioface5
Posted May 03, 2017
high rated
avatar
Marioface5: I've also noticed that they now send out nag emails about tickets being open, which is annoying and gives me more reason to avoid contacting them. For example, I had to contact them for an Inside code after preordering Little Nightmares. They replied with a code, that should have been the end. They ended up emailing me two more times to remind me that the request was "pending". I know there's probably a way to mark it as done, but I shouldn't have to do that. I don't remember it being an issue in the past.
Yes, these don't make much sense. I opened a ticket because of the bug in Saints Row 4 (some options aren't saved). They told me that they don't have a workaround but that they will forward it to product development. So what else could I do? Nothing. Still they aready reminded me two times that the ticket still is open and will be automatically closed if I don't reply. Thinking about the fact that "a closed ticket" should in fact be a fixed issue - which is not the case here - I want them to keep this open but there is nothing else I could do so why the mail? In the end the ticket will just be closed (maybe after some more notification mails) and in a few months or even more the issue might or might not be fixed. Not much help here imo. I also do agree that the mails feel more like a checklist that is worked through instead of actual people who are really trying to help you.
Posted May 03, 2017
high rated
GOG support has officially forsaken us [citation needed]
Posted May 03, 2017
deleted
Posted May 03, 2017
high rated
I only had one or two interactions with them, order, not game related, but I had no problems getting through and have the problem fixed.
Posted May 03, 2017
avatar
Marioface5: In my experience, GOG Support tends to feel weirdly robotic and scripted.
Like Brad Pitt.
Posted May 03, 2017
high rated
I've had no good experiences with their tech support. Most of the people are less knowledgeable than me or others on the board and get really stumped when you send a message detailing everything you've tried from starting Windows in Safe Mode, starting the game as administrator, reinstalling the pre requisites and disabling the antivirus. After that, they have no clue and if you tell them you've gone above and beyond and made registry changes or something they get stunned, refer you to their tech gurus who apparently don't exist and just completely close out the ticket.

After resubmitting the ticket (and calmly explaining to the person who responds that my original message states that I did indeed already perform this step you've JUST recommended) I again got referred to some higher power akin to God or the tooth fairy because again, the ticket went unanswered and the complaint got closed. Asked for a refund and had to RESUBMIT all my information again only for the request to be denied because the person on the other end who can barely read a script insists that the bug isn't game breaking, and closes the ticket.

So yeah. Their tech support is worth less than some gum you stepped on in the parking lot.
Posted May 04, 2017
high rated
My experience with GOG support is very positive. I had contact with them several times and they've always been helpful and friendly and most of the times the problem was resolved quickly. Have to admit that most of the problems weren't of technical nature though (instead it were problems with orders or account).
Posted May 04, 2017
high rated
I almost never contact them about any technical issues in games, because they take 1-3 working days to respond and I can't wait so much without trying any workaround on my own. My contacts have been limited to account and payment issues, which I've had very positive experiences with.
Post edited May 04, 2017 by Grargar
Posted May 04, 2017
high rated
I only tried it a couple of times. Once I changed my mind about a purchase before downloading it and asked for a refund, and this was dealt with pretty quick. They asked if store credit was fine with me, which it was. The other times it has taken a lot longer to get a reply and hasn't really amounted to much.

I sent a ticket about Ultima 1 title graphic being from the wrong game entirely. I don't think I ever even received a reply. Nothing happened.

I thought I'd give them a nudge that the dosbox joystick configuration x-wing, tie-fighter or both is probably misconfigured as far as it comes to the timed= setting, as there were several threads where people with issues with this. I just received a reply that what is shipped reflects what worked best in their testing. Now I'm not entirely sure about this but I think that the good value here depends on how the game is built. If it worked fine for them, it probably didn't work better, and they were just being luckier than many others. But yeah, I could be wrong. In any case, nothing happened.

Another time during a sale I asked if the Huniepop Deluxe Edition Upgrade art collection really Includes all of the concept, in-game and promotional artwork created for the game as advertised, since I know that not even the game as sold by them displays all of it without a workaround and there's no workaround for an art book. I didn't receive a reply until long after the sale was finished and they basically said they don't know. I don't know either, but some online searches suggest the only way to get the full art book is to buy it straight from the dev. If that's the case maybe the store page should be reworded.. but nothing happened.
Posted May 04, 2017
high rated
I had to open a ticket two times since I am on GOG, and each time I had a relly fast answer - even on the week-end. I mean REALLY fast. I never waited for answers after that, (it was almost a chat, in a way) and everything went fine (one technical problem with the first Legend of Heroeswhich have been resolved, and an other one with The Solus Project which have been refund).

So all good for me!
Posted May 04, 2017
high rated
GOG Support used to be fast.
But recent GOG Support is REALLY REALLY slow and bad.
One of my recent ticket took 19 days to get first response.
Another my recent ticket took 7 days to get first response.
Posted May 04, 2017
high rated
Thank you all for your feedback and keep it coming. It's really interesting to read the different experiences here. I am sure it's helpful for GOG too because this way they can see where they could improve.
Post edited May 04, 2017 by MarkoH01
Posted May 04, 2017
high rated
I've contacted GOG support several times, they've always responded within a reasonable time frame. Often had my problem solved on the same day, longest answer took one week and that was about getting info about DLC release plans for <span class="bold">Hand of Fate</span>. Issues reported were bought items not appearing in account or corrupt files during downloads, for example. So far I have found GOG support to be the most helpful one I've ever interacted with and would certainly recommend them. However, I have no recent experiences, so there may have been changes.

For comparison:
I've mailed Steam as well, ended up fixing the problems myself during the between 6 and 9 days they took to respond to me.
They asked for more details even though I provided very detailed information on creating the ticket. Provided them again and asked what else is required, no reply afterwards.
The second issue was that it appeared to me that I'd received a game without paying for it. It later turned out that my PayPal info was saved and I wasn't prompted to provide them again. I found out everything was okay logging in into my PayPal account. Steam support took a week to tell me: "We're glad you were able to solve your problem." How about: We changed the payment process recently?

I feel not inclined to even bother with them again, but GOG support is worth writing to, anytime.

_______________________________________
Edited 30 minutes later: Added "myself"
Post edited May 04, 2017 by Midoryu
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This is my favourite topic
Community
General discussionGOG support - is it even worth to open a ticket? GOG support feedback thread.(62 posts)(62 posts)
(62 posts)