send them a support ticket over a week ago, had not received a reply. it's a good opportunity to mention that one time when they took over a month to reply to a question i asked them.

my disappointment in their customer service is is great cause they use to reply within a day or two and was very kind and friendly with detailed answers as much as possible.

in stark contrast, humble support who usually are quite slow in support, replied to me twice in the same day (used to take them day or two to reply) and steam which did not even have support as a feature when i stated using it, answer refunds questions and supports question within a day.
i do not have the number to supports that bust i think steam has a much bigger customer pool than gog so they probably have to handle more customers than the gog staff.

maybe gog used to have more man in the customer service department in the past, and maybe it just stayed the same but since gog has gotten a more prominent shop they can't handle the bigger support volume anymore.

i sure do hope that gog will step up their support game, and not become as awful as sony or ubisoft support who are notoriously bad.

Ahh, 2015 GoG.... i remember it well....

Absolutely never happy with their so-called "support". If it's for a refund, it gets handled automatically within 24 hours if you opt not to actually get any money back and let them keep it via wallet funds. However, if it's for almost anything else, expect to be SOL and JWF (shit outta luck, jolly well fucked). I've had numerous tickets that have never even been answered even after a year or more. I'll give you a recent example. Bought Trails of Cold Steel 4 and did not receive the proper bonus DLC for already owning Cold Steel 3. It took them more than 14 days to respond and fix their mistakes. Another example, almost a year ago Metro Exodus offline installers were corrupt. The solution after 32 days and a support ticket....USE GALAXY.

I'm beginning to think their is no word for support in Polish, or they are simply living up to the American stereotype associated with them. Regardless, expect less-than stellar results...that is, if you even get a response. Truthfully, you get better support from the other users, PCGAMIMGWIKI, or Steam forums.

Bottom line....you are basically on your own with GOG. They say they have support that works around the clock, but that's not even true. They don't work weekends, they don't work holidays, they certainly aren't working overtime hours either. I pretty much assume that the staff of GOG...all 12 of them.....are cramped into a tight space and do not really have the ability to offer support. i mean...the same folks who moderate the forums and post their bs here, are the same ones working tickets. Not a glam job at all.

Yes. I think I've used their support twice, got a response within a few days. Last time they answered on a sunday, so they definitely work on weekends as well.

Definitely include wait times. lol That's definitely part of good support. Think of how many refunds were issued just because it takes them a fortnight to respond. The OP was saying Ubi support is bad....but I've never had to wait 14 days for an initial response. lol I think GOG support has been surpassed by Ubi.

Of my 3 recent contacts...

The first never got a response from GOG Support.

The second I was contacted within 3 days and they worked quickly to try and fix issue.

The third time I was contacted within 2 days but their request (of me) was difficult to understand and I simply did not follow up.

So...

... in my experience GOG Support is not as good as it used to be, but it works moderately well most of the time.

sad to know i am not the only one experiencing it. hope they will do better, but at the current state of things,i ponder if the drm free worth the price of having a subpar customer service. shame on you gog!

So far - yes.