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Hi

Since Sunday last week, I've tried using the contact form to contact someone at gog on a price issue with an order. I tried 3 times during the week and all I get is the automated " Received here is your case id#####" - but nothing else for 3 different times thought out the week.

Is this normal? - I've never needed to deal w/ gog customer service before and other places do respond within a day or so. - so a week doesn't seem right.

Since its a billing issue - I'd rather resolve with gog then to deal with a charge back with a credit card company - I don't want too much time to pass - where I end up ending the price either.

Hoping for suggestions or if a gog member sees maybe explain the process better.

Thanks
First off, stop sending them support tickets as that bumps you to the bottom of the queue, which might be the reason why you haven't heard back.

Second, try messaging a blue such as Judas, they work for the site, you can find them in one of the sticky threads at the top of the forum.
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kenshin2244:
First: No point contacting Judas at the moment as he is on holiday (until the end of the month, I believe) and it's not really his department. If it's urgent, you might try Firek.

Second: I have at the moment a (non-billing) ticket open since May 25 without a reply (except the automated one), and it's not the only one that never got answered, so I'd say it's pretty normal (although some people have fared better). If you have a different avenue (e.g. credit card company) you might want to explore it. If not, and you still want an answer, you should try sending a ticket a week (or so) until you get a reply.
Post edited June 20, 2015 by mrkgnao
1. GOG only has limited weekend support, so any tickets submitted over the weekend go to the bottom of the pile under anything leftover from Friday's business
2. As others have mentioned, every time you submit a ticket, your issue gets bumped back down to the bottom of the pile. Be patient and they will get to you quicker.
3. It seems that GOG may place billing issues such as refunds and the like at a lower priority than game issues or account problems, so if there are a ton of game support requests right now (there are), your issue is going to take longer to get to.
4. GOG's normal support response time is 2-3 business days. Since the near simultaneous release of Witcher 3, Galaxy and the summer sale, the volume of support requests has skyrocketed, pushing the response time up to 5-7 business days.
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kenshin2244: Since its a billing issue - I'd rather resolve with gog then to deal with a charge back with a credit card company - I don't want too much time to pass - where I end up ending the price either.
I wouldn't worry about that unless for example you have downloaded a game for which you demand a refund. Although it might take some time GOG has an amazing support team who are more than willing to help honest customers resolve any legitimate issues they might have.
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cogadh: GOG's normal support response time is 2-3 business days.
What is the source of this statistic?
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cogadh: GOG's normal support response time is 2-3 business days.
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mrkgnao: What is the source of this statistic?
Years of personal experience, statements from GOG and the community. GOG tries for a 48 hour response time, but they've never hit it to my knowledge.
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mrkgnao: What is the source of this statistic?
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cogadh: Years of personal experience, statements from GOG and the community. GOG tries for a 48 hour response time, but they've never hit it to my knowledge.
Thanks.

My personal experience is that rarely does one get a response within 2-3 business days and that in most cases one never gets a response at all, but I may be an exception.
Just wanted to say thanks for the answers and responses - I'll hold on awhile longer and then see about messaging a blue. I didn't realize the issue with the support being push down each time you submit. Thanks again
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kenshin2244: Just wanted to say thanks for the answers and responses - I'll hold on awhile longer and then see about messaging a blue. I didn't realize the issue with the support being push down each time you submit. Thanks again
Quite a bit of info is here:

http://www.gog.com/forum/general/my_account_was_stolen_by_a_russian/post17

from Ciris