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General discussion25% of my GOG Support tickets took 1 week to get the first response(79 posts)(79 posts)
(79 posts)
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This is my favourite topic
Posted May 28, 2018
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kbnrylaec: Ticket #248383, over one week and no any follow up from GOG, bug unfixed.
You claim you were overcharged, right?

1. What game is it for?
2. What were you charged, and what do you think you should have been charged?
3. Can you provide screenshots showing the 2 different prices?
Posted May 29, 2018
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kbnrylaec: GOG still do not responde to my recent tickets.
#255714 is Error 403 for an offline installer.
GOG ignored me over one week, and then provide an alternative solution for the Error 403 issue.
While I can accept the solution, and the ticket could be seem "Solved", the bug I reported is still there, unfixed.

I hope GOG will fix it, but anyway, #255714 is solved now.
Posted May 29, 2018
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kbnrylaec: GOG still do not responde to my recent tickets.
#255714 is Error 403 for an offline installer.
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kbnrylaec: GOG ignored me over one week, and then provide an alternative solution for the Error 403 issue.
While I can accept the solution, and the ticket could be seem "Solved", the bug I reported is still there, unfixed.

I hope GOG will fix it, but anyway, #255714 is solved now.
Hmmm, strange how you didn't reply to my post, or the one before it. Yet you're still here, complaining again.


kbnrylaec: Ticket #248383, over one week and no any follow up from GOG, bug unfixed.
You claim you were overcharged, right?

1. What game is it for?
2. What were you charged, and what do you think you should have been charged?
3. Can you provide screenshots showing the 2 different prices?
Posted June 04, 2018
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kbnrylaec: Over 1 week:
Ticket #37813: took 19.4 days to get its first response from GOG
Ticket #105827: took 9.8 days to get its first response from GOG
Ticket #130656: took 7.9 days to get its first response from GOG

Below 1 week:
Ticket #40153: took 6.7 days to get its first response from GOG

All time records above are calculated in minutes, and converted to days.

I submitted 16 valid tickets since GOG introduced the new Support system,
and submitted an duplicated ticket because web/browser glitch. (Make it become 17 tickets totally.)
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Firek: As the Support team lead, I apologize for this. I have looked into these tickets just now, but will have to investigate more closely with my team live, after the weekend.

Our current goal is to keep reply times below 24 hours, but the typical response time in recent months has been well below 12. We're optimizing internal processes to make the wait time lower and lower, of course.
It would appear that a considerable portion of your requests "fell through the cracks", and for that I once again apologize.

We take pride in our work, so we will do our best to learn from this case and come out better in the end. :)
June 4th and my ticket is still in limbo. can someone help me out with it please? Ticket #255813
Post edited June 04, 2018 by DreamedArtist
Posted June 05, 2018
Follow up of the #248383 ticket. All time listed here are calculated in minutes, and converted if needed.

I filed the ticket at May 2, 2018 [1], ticket title is "Discount system glitch"
Affected games are three:
Hard Reset Redux
Sorcerer King
Simon the Sorcerer 3D

After 8.2 days, GOG responded to me the first time.
Every time they asked for screenshot, I gave them within 80 minutes.

From May 18 to May 29, GOG ignored me for 11.1 days, and fixed nothing during that time span.

The issues for Hard Reset Redux and Sorcerer King has been fixed.

The issue for Simon the Sorcerer 3D is not fixed yet.
GOG claimed that they have to investigate (the problem) more, and unable to offer any ETA right now.

[1] https://www.gog.com/forum/general/gog_buy_series_discount_list/post59
Posted June 07, 2018
low rated
Follow up of the #248383 ticket.
GOG locked the ticket before I can rate it Unsatisfied.
#248421 was also assigned to the same agent, and also got locked before I rate it Unsatisfied.

I have no evidence who locked those tickets, but I "guess" they are locked by the bad GOG Support agent, who is assigned to both tickets.

This person was assigned to several of my other tickets, and have ignored me over 40 ticket-days.
4 of those tickets got the first response after one week.

For all GOG tickets I have rated, 88% are Satisfied.
I want to rate #248383 and #248421 Unsatisfied, but GOG locked them before I do.
Posted June 08, 2018
Another bad case about GOG Support, over 8 days and no response from GOG:
https://www.gog.com/forum/general/the_what_did_just_update_thread/post19944
Posted June 08, 2018
My ticket #261297 is stuck too.
It's only 4-5 days, but the problem is that this bug kinda blocks my purchases.
Basically, the progress bar to reach the freebies is independent for each currency and it doesn't make sense.
Posted June 08, 2018
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kbnrylaec: Another bad case about GOG Support, over 8 days and no response from GOG:
https://www.gog.com/forum/general/the_what_did_just_update_thread/post19944
finkleroy just updated the no-answer-yet ticket info, it is #259395.
Posted June 08, 2018
I had a support ticket solved within a minute of submitting it. I was genuinely amazed.

How does one rate support tickets?
Posted June 08, 2018
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PoppyAppletree: I had a support ticket solved within a minute of submitting it. I was genuinely amazed.

How does one rate support tickets?
Usually, 24 hours after the ticket solved, you will get a mail with links.
You can rate the ticket satisfied or unsatisfied.
You can also go to support.gog.com directly and rate the ticket. (The 24 hour limit is still there,)

But if GOG have locked the ticket, you can never rate it.
Posted June 09, 2018
Oh Gog.. they finally replied but.. they won't fix anything.
That progress bar is staying as it is -_-'
Luckly I'm not that too interested in Rime..
Posted August 09, 2018
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PoppyAppletree: I had a support ticket solved within a minute of submitting it. I was genuinely amazed.

How does one rate support tickets?
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kbnrylaec: Usually, 24 hours after the ticket solved, you will get a mail with links.
You can rate the ticket satisfied or unsatisfied.
You can also go to support.gog.com directly and rate the ticket. (The 24 hour limit is still there,)

But if GOG have locked the ticket, you can never rate it.
Just a thought. Have you tried to reply to their e-mail that they should reopen the ticket for you to rate it?
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phaolo: Oh Gog.. they finally replied but.. they won't fix anything.
That progress bar is staying as it is -_-'
Luckly I'm not that too interested in Rime..
What's wrong with Rime? Could you please describe?
Post edited August 09, 2018 by MarkoH01
Posted August 09, 2018
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kbnrylaec: Usually, 24 hours after the ticket solved, you will get a mail with links.
You can rate the ticket satisfied or unsatisfied.
You can also go to support.gog.com directly and rate the ticket. (The 24 hour limit is still there,)

But if GOG have locked the ticket, you can never rate it.
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MarkoH01: Just a thought. Have you tried to reply to their e-mail that they should reopen the ticket for you to rate it?
They have been locked. Users could open a new ticket to follow up it, but can not re-open the locked old ticket.
I asked the right to rate those not-rated-yet tickets, but GOG just ignore me.
Posted August 09, 2018
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MarkoH01: Just a thought. Have you tried to reply to their e-mail that they should reopen the ticket for you to rate it?
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kbnrylaec: They have been locked. Users could open a new ticket to follow up it, but can not re-open the locked old ticket.
I asked the right to rate those not-rated-yet tickets, but GOG just ignore me.
That sucks. I only experienced once that I locked a ticket too early. They told me in mail that they won't be able to read my latest comment the moment I lock the ticket...

"When marking the ticket as solved it disappears from the list of tickets that require a reply, so we might not see your last message."

... but they never locked the ticket before I told them to do so. You said it was always the same agent - maybe he just misunderstood how to handle finished support tickets? (Of course this also would not help you much)
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This is my favourite topic
Community
General discussion25% of my GOG Support tickets took 1 week to get the first response(79 posts)(79 posts)
(79 posts)