They work during standard business hours in the Poland time zone, with greatly reduced staffing on weekends. Normally you get responses during business days only though. Big promotions and other major events may delay their response a day or so but that is unusual, they're usually on top of things.

GOG support is excellent however they are human beings too, and mistakes can happen from time to time. That's true with any business, but what is important is not to be perfect and flawless, but to correct mistakes when they're made to the customer's satisfaction and that is where GOG always shines.

If you contact GOG support and don't get a response back right away and are agitated about it there is always the temptation to become upset with them, but trust me - the better approach is to feel "they're great, they will take care of me, I will give them the benefit of doubt and be patient about it for they may have simply made a human mistake or possibly be temporarily swamped, but they always come through in the end", because they do always come through in the end.

Sometimes when they goof up and people mention it in the forums here too a GOG employee will notice and apologize for that and get some action burning on their end to resolve the issue right away.

They're great but sadly they're not flawless robots YET. :) Give them the benefit of doubt and they almost certainly will put a smile on your face in the end, they always do for me anyway.

HTH

Keep up the good work; I wish Support the best. It was probably a bad idea to have the big summer sale only a few weeks after the W3 launch.

Thank you for the input, Firek. Though my ticket is still unresolved, I'm confident it'll be handled someday soon.

For the record, I would like to say that it appears that there is no specific request for refunds category, and it would explain why these requests are being sent to the wrong inbox. (If there is a specific category, I have yet to find it.) I refuse to believe that Gog is intentionally making it difficult to send in refund requests.

I win.
I have one from May 25 (telling GOG that I cannot access my friends page since May 22).
That makes it 34 days that I cannot access my friends page and 31 days that I did not get a reply from GOG.
I opened a new ticket earlier today.

So we're comparing wait times now. Hah! I... oh, wait, I'm not even in the race for this one. Never mind, carry on.

Response time without Firek 22+ days
Response time with Firek 4 hours!
We need an army of Firek clones :)

Thank you, Firek!


If Firek notices your post, the problem will be solved in a matter of minutes. If he doesn't, you might set a new world record with oldest unanswered support request on GOG ;)

Thanks Firek for resolving the issue.