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Posting this as I wonder if it's just me (bad luck), or if others got to experience this as well.

Until recently, guys and gals at Support have always been great when they were needed, but today I got a reply to a problem I'm experiencing and the response.... had absolutely noting to do with the topic at hand. Am really surprised for this is so unlike the GOG support I know, that I'm hoping this is just a one off -bad days happen and I seem to have way too many of those of late- and not a taste of what may be to often come.

Has something like this happened to some of you recently? Hope not but had to ask, if only for peace of mind.

PS: It looks like some here never witnessed some companies' great CS and Support going downhill for whatever reason. Was simply making sure this was not the case with GOG. Is that so difficult to understand? (Rhetoric question.)
Post edited June 03, 2019 by Flyingfluffypiglet
This question / problem has been solved by GameRagerimage
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Tell me about it!
Nope. I've contacted support 3 or 4 times and every time they were professional and mostly helpful. There was only one issue that I found the problem of myself before they got back to me with an answer.

I find the idea that they would respond with something totally unrelated as unlikely. You don't offer any specifics so it's hard to figure out what you really mean.
Why haven't you just responded to that ticket to ask if there wasn't some kind of misunderstanding?
Post edited June 03, 2019 by InkPanther
I once was at an Asian diner and ordered my usual meal, no.23, to go. When I arrived at home and opened it, I found a meal, that I never have seen before. Since I ate there for years, I know all of the meals. Also there aren´t that many different meals. So, I ate it and the taste was totally different than any of the usual meals. It looked a bit like Chicken Sweet-Sour, but the taste wasn´t typical.
Did the cook have a bad day?
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Oddeus: I once was at an Asian diner and ordered my usual meal, no.23, to go. When I arrived at home and opened it, I found a meal, that I never have seen before. Since I ate there for years, I know all of the meals. Also there aren´t that many different meals. So, I ate it and the taste was totally different than any of the usual meals. It looked a bit like Chicken Sweet-Sour, but the taste wasn´t typical.
Did the cook have a bad day?
NSFW
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Flyingfluffypiglet: I got a reply to a problem I'm experiencing and the response.... had absolutely noting to do with the topic at hand.
Your post somehow doesn't convey any crucial information.
So you had a problem - and the reply you got was unrelated to that problem? And you call that "a bad day at customer's support".
"A bad day at customer's support" usually implies that the person on the other side was rude to you.
But if indeed the reply you got, simply had nothing to do with your problem, it may just have been some hiccup with their ticket numbers.
In which case you simply answer - in a kind way - and point them to their error.
No need to make a fuss about it in the forums.
Could it really be a bad day compared to these?
I've always had great contacts with GOG customer service.
Post edited June 03, 2019 by kai2
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Flyingfluffypiglet: today I got a reply to a problem I'm experiencing and the response.... had absolutely noting to do with the topic at hand.
So what was your problem, and what was the response?

Just to see if you are extremely poor at explaining things, and that is why the support person didn't have the faintest idea what the heck you are talking about.

I don't recall having such issues with GOG support that they are talking about something completely different than what I asked them. Nope, never happened, never will.
Yes, Ive had this kind of thing before. Sometimes these things happen.

Edit: On a tangent I once had a Fanatical support member "wander off" in the middle of their reply and it got sent, leaving me wondering what was going on. Ended up being quite funny though.

Still, regardless of these hiccups, its better than support from sites like gamersgate.com
Post edited June 03, 2019 by Sachys
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Flyingfluffypiglet: Posting this as I wonder if it's just me (bad luck), or if others got to experience this as well.

Until recently, guys and gals at Support have always been great when they were needed, but today I got a reply to a problem I'm experiencing and the response.... had absolutely noting to do with the topic at hand. Am really surprised for this is so unlike the GOG support I know, that I'm hoping this is just a one off -bad days happen and I seem to have way too many of those of late- and not a taste of what may be to often come.

Has something like this happened to some of you recently? Hope not but had to ask, if only for peace of mind.
GOG support has always been professional and courteous any time I've had to contact or interact with them, however there are a few times where I contacted them and gave them all the necessary details of the problem at hand, and they clearly only read the first sentence and sent me back a boilerplate link to an FAQ or similar that either had nothing to do with the problem I was having, or where they ignored the fact that I already stated in my first correspondence with them that I had already done what they were now suggesting I do.

That is very frustrating because when it happens, you know with 100% certainty that despite the time and effort you put into giving support all the details they might need to do their job as best as possible, that they have not even read everything you sent them and have jumped to conclusions too early and ignored the rest of what you wrote.

This causes additional latency in getting an actual proper response because now you have to write them back and say something like "If you would have read my entire initial inquiry you would see that I have already done what you suggested that I do. Please go back and read the entire message word for word." or somthing similar. It's best to always be polite when doing this even if it's clear that they were not really doing their job properly, because everyone has a busy day at work or whatnot from time to time. Generally once they hear back that they goofed, they will give it the proper attention it deserves, perhaps with some egg on face. :)

Once all is said and done though, they generally come through in the end, if not on the first response then on one of the subsequent responses. Sometimes we just need to have patience and perhaps repeat ourselves with bold and italics sprinkled strategically here and there. :)
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firstpastthepost: Nope. I've contacted support 3 or 4 times and every time they were professional and mostly helpful. There was only one issue that I found the problem of myself before they got back to me with an answer.

I find the idea that they would respond with something totally unrelated as unlikely. You don't offer any specifics so it's hard to figure out what you really mean.
As unlikely as it may seem to you, it did at first and eventually got sorted through clarification. Then I found again the Support I got used to, indeed helpful and so on.

I was specific enough in that I did find the derailed answer out of whack with what I've been used to, hence my post here (bad day at best or....?) but no, didn't put specifics as to what the matter was since nobody on the forum could have helped, this only could have come from GOG Support directly.
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Flyingfluffypiglet: I got a reply to a problem I'm experiencing and the response.... had absolutely noting to do with the topic at hand.
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BreOl72: Your post somehow doesn't convey any crucial information.
So you had a problem - and the reply you got was unrelated to that problem? And you call that "a bad day at customer's support".
"A bad day at customer's support" usually implies that the person on the other side was rude to you.
But if indeed the reply you got, simply had nothing to do with your problem, it may just have been some hiccup with their ticket numbers.
In which case you simply answer - in a kind way - and point them to their error.
No need to make a fuss about it in the forums.
If somebody had been rude to me, very unlikely with Support -more likely to get that from posters, I would have said so. It's news to me that having a bad day implies being rude, to me that more often than not means things going wrong, concentration not being at its best and so on. Given how many CS and Support I've witnessed go downhill, am not going to apologise for checking here if all is still well in that regards.
Post edited June 03, 2019 by Flyingfluffypiglet
low rated
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Oddeus: I once was at an Asian diner and ordered my usual meal, no.23, to go. When I arrived at home and opened it, I found a meal, that I never have seen before. Since I ate there for years, I know all of the meals. Also there aren´t that many different meals. So, I ate it and the taste was totally different than any of the usual meals. It looked a bit like Chicken Sweet-Sour, but the taste wasn´t typical.
Did the cook have a bad day?
Was it one of those shadier asian restaurants? I would have saved some of it to test for "other" meat being used....just in case.

(This is partially a silly response and partially serious....some asian chains got in trouble for using meat other than what was labelled on the menu)
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Flyingfluffypiglet: Posting this as I wonder if it's just me (bad luck), or if others got to experience this as well.

Until recently, guys and gals at Support have always been great when they were needed, but today I got a reply to a problem I'm experiencing and the response.... had absolutely noting to do with the topic at hand. Am really surprised for this is so unlike the GOG support I know, that I'm hoping this is just a one off -bad days happen and I seem to have way too many of those of late- and not a taste of what may be to often come.

Has something like this happened to some of you recently? Hope not but had to ask, if only for peace of mind.
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skeletonbow: GOG support has always been professional and courteous any time I've had to contact or interact with them, however there are a few times where I contacted them and gave them all the necessary details of the problem at hand, and they clearly only read the first sentence and sent me back a boilerplate link to an FAQ or similar that either had nothing to do with the problem I was having, or where they ignored the fact that I already stated in my first correspondence with them that I had already done what they were now suggesting I do.

That is very frustrating because when it happens, you know with 100% certainty that despite the time and effort you put into giving support all the details they might need to do their job as best as possible, that they have not even read everything you sent them and have jumped to conclusions too early and ignored the rest of what you wrote.

This causes additional latency in getting an actual proper response because now you have to write them back and say something like "If you would have read my entire initial inquiry you would see that I have already done what you suggested that I do. Please go back and read the entire message word for word." or somthing similar. It's best to always be polite when doing this even if it's clear that they were not really doing their job properly, because everyone has a busy day at work or whatnot from time to time. Generally once they hear back that they goofed, they will give it the proper attention it deserves, perhaps with some egg on face. :)

Once all is said and done though, they generally come through in the end, if not on the first response then on one of the subsequent responses. Sometimes we just need to have patience and perhaps repeat ourselves with bold and italics sprinkled strategically here and there. :)
You hit it right on the nail, thank you ;-). And indeed, could never fault Support for they've always come trough for me, including today. Never been one to be rude, unless it's in response to the kind, in which case I'll give back as good, and some more as I got. Never was rude and always polite to GOG's staff. Can't see it'll always be like that on forum, given some... say attitudes.