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General discussionI opened a support ticket about two weeks ago and still haven't received an answer(26 posts)(26 posts)
(26 posts)
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This is my favourite topic
Posted April 26, 2017
What's going on with the support? Is there even one?

I told them about a little mistake in the description of two games. I even bumped the conversation 7 days after I opened the support ticket. Still nothing.

How does that make sense? Why would anyone report errors on the website if the support doesn't care about the feedback anyway?

Needless to say that I'm disappointed.
Posted April 26, 2017
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lufu: What's going on with the support? Is there even one?

I told them about a little mistake in the description of two games. I even bumped the conversation 7 days after I opened the support ticket. Still nothing.

How does that make sense? Why would anyone report errors on the website if the support doesn't care about the feedback anyway?

Needless to say that I'm disappointed.
Did you get the automated e-mail response that gets sent shortly after opening a ticket?

As always in situations like this, check your e-mail program's spam folder. Probably also double-check that the e-mail address linked to your GOG account is the exact same one you were looking in for responses.
Beyond that, try sending a message to <span class="bold">Firek</span>, GOG's "Support Overlord".
Posted April 26, 2017
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lufu: What's going on with the support? Is there even one?

I told them about a little mistake in the description of two games. I even bumped the conversation 7 days after I opened the support ticket. Still nothing.

How does that make sense? Why would anyone report errors on the website if the support doesn't care about the feedback anyway?

Needless to say that I'm disappointed.
Hi,

Do you have a ticket number? You can send it to me in a private message, if you like :)
Post edited April 26, 2017 by JudasIscariot
Posted April 26, 2017
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lufu: I even bumped the conversation 7 days after I opened the support ticket.
That was a mistake.

From my experience working with various ticket systems, creating a new entry in existing ticket will send it to the back of the queue again. This is to keep tickets in rotation and push tickets with the longest time of inactivity ( = highest priority) to the front to keep them visible. Sending another email with the intent of "bumping" it will actually have the opposite effect.

The ticket system registers activity and sends it to the back queue automatically, actually preventing customer service from noticing your issue as an unsolved high priority ticket.
Posted April 26, 2017
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lufu: I even bumped the conversation 7 days after I opened the support ticket.
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Randalator: That was a mistake.

From my experience working with various ticket systems, creating a new entry in existing ticket will send it to the back of the queue again. This is to keep tickets in rotation and push tickets with the longest time of inactivity ( = highest priority) to the front to keep them visible. Sending another email with the intent of "bumping" it will actually have the opposite effect.

The ticket system registers activity and sends it to the back queue automatically, actually preventing customer service from noticing your issue as an unsolved high priority ticket.
Not true in case of GOG, unless they changed something recently.
Posted April 26, 2017
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Randalator: That was a mistake.

From my experience working with various ticket systems, creating a new entry in existing ticket will send it to the back of the queue again. This is to keep tickets in rotation and push tickets with the longest time of inactivity ( = highest priority) to the front to keep them visible. Sending another email with the intent of "bumping" it will actually have the opposite effect.

The ticket system registers activity and sends it to the back queue automatically, actually preventing customer service from noticing your issue as an unsolved high priority ticket.
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InkPanther: Not true in case of GOG, unless they changed something recently.
As far as I remember, they said that creating new tickets won't bump the old ones back, which makes sense.
Posted April 26, 2017
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InkPanther: Not true in case of GOG, unless they changed something recently.
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Randalator: As far as I remember, they said that creating new tickets won't bump the old ones back, which makes sense.
https://www.gog.com/forum/general/no_reply_from_gog/post26
Posted April 26, 2017
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Randalator: As far as I remember, they said that creating new tickets won't bump the old ones back, which makes sense.
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InkPanther: https://www.gog.com/forum/general/no_reply_from_gog/post26
I stand corrected.
Posted April 26, 2017
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Randalator: The ticket system registers activity and sends it to the back queue automatically, actually preventing customer service from noticing your issue as an unsolved high priority ticket.
That's a myth! W-w-why are you trying to start a myth?
Posted April 26, 2017
deleted
Posted April 26, 2017
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Randalator: The ticket system registers activity and sends it to the back queue automatically, actually preventing customer service from noticing your issue as an unsolved high priority ticket.
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Titanium: That's a myth! W-w-why are you trying to start a myth?
I don't now. It's a mythtery.
Posted April 27, 2017
One of my recent ticket get processed AFTER 19 days.
I'd say, recent GOG Support is really really bad.
Posted April 27, 2017
...And OP was never heard from again, and never came back to GOG, because he never saw Judas' message, because he never saw the notification flag because there wasn't one.
;P
Posted April 28, 2017
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HunchBluntley: ...And OP was never heard from again, and never came back to GOG, because he never saw Judas' message, because he never saw the notification flag because there wasn't one.
;P
Is that a thing now with the redesign that you don't see a mark anymore? Then I have to check on the threads I posted in recently, manually... Irony is, I maybe won't see your reply, so thanks in advance.
Posted April 28, 2017
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HunchBluntley: ...And OP was never heard from again, and never came back to GOG, because he never saw Judas' message, because he never saw the notification flag because there wasn't one.
;P
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Midoryu: Is that a thing now with the redesign that you don't see a mark anymore? Then I have to check on the threads I posted in recently, manually... Irony is, I maybe won't see your reply, so thanks in advance.
The website no longer displays notifications. They still exist, because you can see them in Galaxy or the old Downloader. But there's no way to see them on the actual site.
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This is my favourite topic
Community
General discussionI opened a support ticket about two weeks ago and still haven't received an answer(26 posts)(26 posts)
(26 posts)