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General discussionNo reply from gog (29 posts) solved(29 posts) solved
(29 posts) solved
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This is my favourite topic
Posted July 14, 2015
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joykafka: Hi,
Would you please check again the status of my problem? I replied to your request 3 days ago and then no more news from you.
Thank you.
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katatonicone: From what I heard from our support you are not eligible for a refund.
Hi,

What I heard is gog.com offers the best service among other game dealers. That encouraged me to buy more games from your website. The fact that a request has been submitted for more than 30 days without a real reply, really surprised me.

A week ago I got a reply in this thread that a month ago an email had been sent to me requesting my details ro process the refund. And now rumour has it that there will be none. Have you heard of any gossip about why I must not be informed of any updated status?

There on the page of purchase it states clearly in enlarged bold fonts the 30 days money back guarantee. Well, I waited 30 days. I reckon there must be a 30-page long report that evaluates and analyses all the reasons to reject my refund request?

Come on. I am not that difficult to deal with.


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Martek: That's some system.

If you inquire under the same ticket - moves to the bottom of the queue.

If you inquire under a different ticket - moves to the bottom of the queue.

Best policy seems to be - don't even breath another word about your ticket to anyone anywhere - then maybe it will get handled. If not - you won't ever know, because to even think about it means you know it got moved to the bottom.
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PaterAlf: I think Potzatos answer isn't correct. If you reply to the same ticket (by using the mail-reply-function) you won't be pushed to the bottom of the queue again.
In my case, I submitted the ticket first and replied to the automated follow-up response. I think I have been patient enough to wait for one week before submitting a ticket again. Never known that we first need to learn to decipher the algorithm of the customer service system.
Post edited July 14, 2015 by joykafka
Posted July 14, 2015
I apologize for the delayed reply. The answer to your ticket was just sent to you.
Post edited July 14, 2015 by JuriJ
Posted July 14, 2015
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joykafka: In my case, I submitted the ticket first and replied to the automated follow-up response. I think I have been patient enough to wait for one week before submitting a ticket again. Never known that we first need to learn to decipher the algorithm of the customer service system.
Well, the whole point of a ticket system is to automatically register and prioritize issues/requests. It stands to reason that older tickets have priority over new tickets and therefore new tickets get added to the bottom of the queue.
Posted July 16, 2015
It doesn't make any sense.

How does the 'new ticket' "know" that the 'old ticket' exists and thus delete it so that only the 'new ticket' sits down further in the queue?

Why wouldn't the old ticket still come up first - get handled - then later the new ticket comes up in turn and it is then seen that the issue was already handled? Is there some ever-watchful no-too-smart alien AI that somehow 'connects' the old ticket to the new and culls those old tickets out when new ones get added in?

The whole 'it makes sense' makes no sense.. (yeah it makes sense that new tickets go the 'the bottom' ofc. It's what happens to the old ticket - that makes no sense)
Posted July 16, 2015
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Martek: It doesn't make any sense.

How does the 'new ticket' "know" that the 'old ticket' exists and thus delete it so that only the 'new ticket' sits down further in the queue?

Why wouldn't the old ticket still come up first - get handled - then later the new ticket comes up in turn and it is then seen that the issue was already handled? Is there some ever-watchful no-too-smart alien AI that somehow 'connects' the old ticket to the new and culls those old tickets out when new ones get added in?

The whole 'it makes sense' makes no sense.. (yeah it makes sense that new tickets go the 'the bottom' ofc. It's what happens to the old ticket - that makes no sense)
I am guessing that the queue is not really made up of the tickets sent but is just a list of accounts that sent tickets. So all your tickets are bundled under one entry and sending a new ticket pushes you back to the start of the queue.
Posted July 16, 2015
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Martek: It doesn't make any sense.

How does the 'new ticket' "know" that the 'old ticket' exists and thus delete it so that only the 'new ticket' sits down further in the queue?

Why wouldn't the old ticket still come up first - get handled - then later the new ticket comes up in turn and it is then seen that the issue was already handled? Is there some ever-watchful no-too-smart alien AI that somehow 'connects' the old ticket to the new and culls those old tickets out when new ones get added in?

The whole 'it makes sense' makes no sense.. (yeah it makes sense that new tickets go the 'the bottom' ofc. It's what happens to the old ticket - that makes no sense)
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moonshineshadow: I am guessing that the queue is not really made up of the tickets sent but is just a list of accounts that sent tickets. So all your tickets are bundled under one entry and sending a new ticket pushes you back to the start of the queue.
That would be a great system /s

So if you have 'ticket 1' about 'game 1' opened and not yet handled, and then later you find a need to open 'ticket 2' because of 'game 2', now 'ticket 1' about 'game 1' what? Gets shoved to the bottom because you opened 'ticket 2' about 'game 2?. Or is 'ticket 1' about 'game 1' simply deleted and thus never ever handled?

Great system that would be. May as well have a dumb alien AI handling it..

'Ticket bundling' isn't anything new. And a proper system doesn't shove a customer to the bottom because of it.

Hopefully they aren't using such a dumb method.
Posted July 16, 2015
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Martek: Hopefully they aren't using such a dumb method.
I am quite sure that is the used method ;-)
http://www.gog.com/forum/general/gog_not_responding_to_mail_anymore/post9
Posted July 16, 2015
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Martek: Hopefully they aren't using such a dumb method.
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moonshineshadow: I am quite sure that is the used method ;-)
http://www.gog.com/forum/general/gog_not_responding_to_mail_anymore/post9
OMG you're right! They do use a stupid aka 'how can we punish the customer' system.

Shame on GOG.

Maybe GOG should look into what / how a 'normal' customer ticket system works.
Posted July 16, 2015
Had a game gift code stored for a friend, only to find out later that the code had been redeemed. It was from a free game so no loss there but still, I found it strange that someone redeemed it without me ever giving it away. Contacted support about this and never got a response.
I read some posts about support not answering so there seems to be an issue with their system of handling those things
Posted July 16, 2015
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Martek: It doesn't make any sense.

How does the 'new ticket' "know" that the 'old ticket' exists and thus delete it so that only the 'new ticket' sits down further in the queue?

Why wouldn't the old ticket still come up first - get handled - then later the new ticket comes up in turn and it is then seen that the issue was already handled? Is there some ever-watchful no-too-smart alien AI that somehow 'connects' the old ticket to the new and culls those old tickets out when new ones get added in?

The whole 'it makes sense' makes no sense.. (yeah it makes sense that new tickets go the 'the bottom' ofc. It's what happens to the old ticket - that makes no sense)
It knows because

1. The tickets are tied to your account
2. Because you have to chose the order that is affected and the issue you have with it when creating a ticket.

So, if you open two seperate tickets regarding e.g. not downloadable files for order no. XYZ, the newer ticket will replace the older ticket and get added at the bottom of the queue.
Posted July 16, 2015
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moonshineshadow: I am quite sure that is the used method ;-)
http://www.gog.com/forum/general/gog_not_responding_to_mail_anymore/post9
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Martek: OMG you're right! They do use a stupid aka 'how can we punish the customer' system.

Shame on GOG.

Maybe GOG should look into what / how a 'normal' customer ticket system works.
The post you've been linked to sadly does not explain the situation properly and I will investigate why to make sure it does not happen again. Rest assured, we are doing it right and we never punish anyone for sending multiple emails within a ticket.

As for the system itself - just to explain some misconceptions: we do keep a track of all the tickets separately - only emails within a ticket are merged. Furthermore, we never push anything to the bottom of the queue - it's just that bumping an open ticket with another email does not affect the existing ticket waiting time which is obviously in your favour as the long waiting time is something the team works against. Finally the team can also can sort the list in multiple ways, including by last message if they want to.
Post edited July 16, 2015 by Destro
Posted July 16, 2015
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Martek: OMG you're right! They do use a stupid aka 'how can we punish the customer' system.

Shame on GOG.

Maybe GOG should look into what / how a 'normal' customer ticket system works.
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Destro: The post you've been linked to sadly does not explain the situation properly and I will investigate why to make sure it does not happen again. Rest assured, we are doing it right and we never punish anyone for sending multiple emails within a ticket.

As for the system itself - just to explain some misconceptions: we do keep a track of all the tickets separately - only emails within a ticket are merged. Furthermore, we never push anything to the bottom of the queue - it's just that bumping an open ticket with another email does not affect the existing ticket waiting time which is obviously in your favour as the long waiting time is something the team works against. Finally the team can also can sort the list in multiple ways, including by last message if they want to.
That sounds much better. Thanks for the explanation.
I'll replace the other link I kept handy with this one for future questions :D
Posted July 17, 2015
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Martek: OMG you're right! They do use a stupid aka 'how can we punish the customer' system.

Shame on GOG.

Maybe GOG should look into what / how a 'normal' customer ticket system works.
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Destro: The post you've been linked to sadly does not explain the situation properly and I will investigate why to make sure it does not happen again. Rest assured, we are doing it right and we never punish anyone for sending multiple emails within a ticket.

As for the system itself - just to explain some misconceptions: we do keep a track of all the tickets separately - only emails within a ticket are merged. Furthermore, we never push anything to the bottom of the queue - it's just that bumping an open ticket with another email does not affect the existing ticket waiting time which is obviously in your favour as the long waiting time is something the team works against. Finally the team can also can sort the list in multiple ways, including by last message if they want to.
Much better!

Thank you for setting the other, incorrect, 'blue' post straight.

Maybe all the "wive's tales" about how easy it is to get thrown to the back of the line can now be dispelled.
Posted July 25, 2015
My wife is still waiting for her NWN CD-Key, it's been days. I figured since it was put under technical issues it'd be responded to faster than a general inquiry. :S
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This is my favourite topic
Community
General discussionNo reply from gog (29 posts) solved(29 posts) solved
(29 posts) solved