Hey guys, Ive got a little story about my experience with GOG customer support regarding account retrieval/communication.

So on August 23rd I got an email from GOG that my account email had been changed to an email from Russia. I clicked on the "if you did not change your email" hyperlink and sent an email to support saying that I did not change my email. I got the auto response emails that said my feedback had been received and that I would be contacted shortly. On August 25th "Cwaniak" sent me an email asking for 3 pieces of information for verification purposes. I replied within a few hours of receiving the email on the 25th.

A few days went by and I didn't hear a thing from them, so I sent another email to Cwaniak on the 30th asking if they were still looking into it. I received a response on the 31st:

"Hello,
There are some issues, but we still working on it.
Please be patient, there is no intruder on your account."

Then after that I have not heard back from them. I have sent 2 emails since the 31st. I was actually able to get back into my account with my old credentials, but the username has been changed from "bloodlust182" to "bloodlust182.877", My country was changed to Russia, and my currency has been changed to Rubles.

Obviously somebody was on my account. I also now have Neverwinter nights on my game list. I re-connected my account to Galaxy and lost all of my logged hours and trophies for The Witcher 3.

This has been the worst customer service I have ever received as far as communication and promptness go. It really angers me that they still have not responded to my emails. This makes me sad; I've been a customer for 5 years and this is how they support me?

thats actually an old bug from site changes sometime last year - think it was to do with server / database merging with CDPR.

the rest of it? - does indeed sound a bit like you've been hijacked, GOG may have srted it out and not bothered to gte back to you (if Ive read correctly).

The . and 3 digits appearing after your name was caused by a database error that happened a few months ago: a significant portion of people ended up getting them, and GOG had to change them back manually. Is it possible you just didn't notice it had changed until you logged in now and specifically looked for things that had changed? Did you get TW3 early on by any chance? IIRC, Neverwinter Nights was given as a freebie to people who bought TW3 at one point. Again, might you just not have noticed until now?

If not, then someone was nice enough to hack into your account, clear your TW3 trophies, and give you a game :)

It appears that NWN was acquired on August 21st. Possibly a coincidence I will admit, but before this I never had the .877 after my name. I purchased TW3 as soon as the pre-order was available so maybe I did get NWN free. Never had any issue with my account name until I got it back a few days ago. I was on my GOG account in June/ July and I was still Bloodlust182

try to send a pm to Firek :

http://www.gog.com/forum/general/my_account_has_been_hacked/post22

for NWN i have no idea if the game is automaitcaly activated if you don't have it on your account, or if it's a key to activate by yourself. I have some doubt it's the first case.... for some reason a user may want to not have it on its account .

since the support is very slow to respond depending the nature of the issue, the best solution is to chat with Firek when he's online.

I agree completely. This is poor customer service.

The question is whether you have an alternative. I do not. So I've learned to live with it. Basically, by not contacting support if I can avoid it.

I sent a chat last night. Going to see what they have to say.

That's really unfortunate. I don't want to know how many people experience the same and do not post on the forums afterwards.

Let's hope GOG's customer service gets better because I really want DRM-free games to be an option.

Btw, now these are the new "add friend" threads :P

Complaints about customer service and terrible communication with GOG are something of a theme of late. Makes me all the more glad I never had to contact them myself yet.

Hm, its not probable that a cracker would add any new titles.
Topmost what she/he would do, is to try to sell this account to someone unaware.
Because luckily \m/ you have it back, there is nothing else anyone could do; perhaps change password to be sure.

Actually it does makes sense (even if it proves not be the case here) and I believe it has already been reported.
It's a way of working around GOG's new measure of preventing credit card use on new accounts.
Hack an old account and use it to makes purchases with a stolen credit card. Simple.

you're forgetting "and then sell the account" - which is likely the major factor here. as someone proved the other week, a simple search on google (etc) will show dozens of sites where people are actively selling gog accounts - even ones with just the free games.
stolen credit card purchases + stolen account = long term investment.

You're right.
It would indeed be a shame to waste a good stolen account and not recycle it.

thats the entire point of hijacking them.
hence all the "why hijack an account to play witcher 3?" comments on these types of topics are just useless.