This is more of a criticism of GOG as I am not quite sure if it is worth sending them a email.
I am a massive, massive GOG fan but I have sent a message asking for some support help when it came to Startopia, I added a picture of a problem and my DxDiag file. This was about a week a go (give or take).
So I was wondering, what is the average respond time for GOG when it comes to support?
The "Technical issues with games" tickets are especially troublesome, therefore response times are typically extended, as Trevor mentioned. A week is extremely unusual, though.
I researched this case and your ticket was flagged as "for further review" because we didn't have a solid answer or you at first, and we couldn't give it a closer, more time-consuming, look very quickly because of a backlog of post-weekend tickets. Unfortunately we didn't manage to get back to your ticket before the weekend.
While I can't comment with any certainty whether or not the delay could have been avoided, however not letting you know about the imminent delay was inconsiderate, and for that I sincerely apologize.
Reviewing your forum posts gave us a clue, so you should expect a reply from one of my colleagues shortly.