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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?
On the sub forums, from my experience, there is a throng of good hearted helpers that are ready to share their esperience and/or help you solve your problems. On the GoG staff side, wait until after the WE, and from what I heard they're reliably ('dat a wurd?) quick.

Edit: just saw your topic on the sud forums.
Post edited February 24, 2013 by Potzato
Try sending a PM to TheEnigmaticT, or any of the GOG staff hanging around the forum here. Of course this being a weekend may not guarantee you a faster reply, but I suppose it won't hurt to try.
This is kind of a repeat of a previous post but the GOG staff does have a pretty nasty back log whereas whenever I post a question in here or a game specific thread I usually get a reply within an hour depending on the game. Startopia is REALLY popular so I would imagine it wouldn't take long for one of us to help you out.
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Laser: 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 response time is usually 72 hours. I suggest you ping 'em again, since that's unusual.
Snotty pinged me twice last night. It was wonderfull.
high rated
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TheEnigmaticT: The response time is usually 72 hours. I suggest you ping 'em again, since that's unusual.
tarangwydion@Workstation:~$ ping www.gog.com
PING orig-10001.gog.cotcdn.net (208.93.137.220) 56(84) bytes of data.
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=1 ttl=47 time=216 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=2 ttl=49 time=206 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=3 ttl=49 time=210 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=4 ttl=47 time=212 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=5 ttl=47 time=219 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=6 ttl=49 time=215 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=7 ttl=47 time=206 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=8 ttl=49 time=210 ms
...

:-)
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TheEnigmaticT: The response time is usually 72 hours. I suggest you ping 'em again, since that's unusual.
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tarangwydion: tarangwydion@Workstation:~$ ping www.gog.com
PING orig-10001.gog.cotcdn.net (208.93.137.220) 56(84) bytes of data.
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=1 ttl=47 time=216 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=2 ttl=49 time=206 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=3 ttl=49 time=210 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=4 ttl=47 time=212 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=5 ttl=47 time=219 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=6 ttl=49 time=215 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=7 ttl=47 time=206 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=8 ttl=49 time=210 ms
...

:-)
Ah, so then it's not a server outage. :P
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TheEnigmaticT: The response time is usually 72 hours. I suggest you ping 'em again, since that's unusual.
avatar
tarangwydion: tarangwydion@Workstation:~$ ping www.gog.com
PING orig-10001.gog.cotcdn.net (208.93.137.220) 56(84) bytes of data.
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=1 ttl=47 time=216 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=2 ttl=49 time=206 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=3 ttl=49 time=210 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=4 ttl=47 time=212 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=5 ttl=47 time=219 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=6 ttl=49 time=215 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=7 ttl=47 time=206 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=8 ttl=49 time=210 ms
...

:-)
""Give me a ping, Vasily. One ping only, please"
Post edited February 25, 2013 by DukeNukemForever
I know this is very different, but I had an issue with a game that I bought about a week ago that I wanted to gift, but for some reason it didn't register my gift request and put it in my account.

I put in a query.

I didn't check my emails immediately afterwards but I estimate it took them less than half an hour to respond, and it was sorted very quickly.

Two thumbs up
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Laser: 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.
Post edited February 25, 2013 by Firek
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tarangwydion: tarangwydion@Workstation:~$ ping www.gog.com
PING orig-10001.gog.cotcdn.net (208.93.137.220) 56(84) bytes of data.
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=1 ttl=47 time=216 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=2 ttl=49 time=206 ms

...

:-)
+1 for the early-morning laugh
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TheEnigmaticT: The response time is usually 72 hours. I suggest you ping 'em again, since that's unusual.
avatar
tarangwydion: tarangwydion@Workstation:~$ ping www.gog.com
PING orig-10001.gog.cotcdn.net (208.93.137.220) 56(84) bytes of data.
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=1 ttl=47 time=216 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=2 ttl=49 time=206 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=3 ttl=49 time=210 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=4 ttl=47 time=212 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=5 ttl=47 time=219 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=6 ttl=49 time=215 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=7 ttl=47 time=206 ms
64 bytes from LB230.SANJ.COTENDO.net (208.93.137.220): icmp_req=8 ttl=49 time=210 ms
...

:-)
GOG on starboard! Drop depth charges!
The support staff have got in contact with me. Thanks GOG, you customer support is awesome