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GIVEAWAY CLOSED - WILL ANNOUNCE THE WINNER SHORTLY!!!!!!

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I haven't played many games in the last 6 months or so but started to fire up some games in the last few weeks. I tried Shadowgrounds and it didn't work. I sent in a support ticket and this is the response I received:

I'm afraid that your operating system is not supported in this game. We weren't able to make the game work reliably on our test computers running that system. Because of this, this system is not listed among the compatible ones on the product page. I apologize for the inconvenience.
Do you have access to a different computer that meets the system requirements and that you could use to play the game?

This is an old purchase, but since you are a long-time customer I can make an exception and convert it to store credit (valid for a year). Would you like me to do that?


I checked the game card and sure as nuts, I didn't notice my version of the OS wasn't supported. What an idiot. Notwithstanding I bought the game months ago (22 May 2015) and it was totally my fault for buying it without checking the OS , they still offered me a refund - I didn't even have to ask. How good is that?

So even though I won't be taking up the offer, I have decided to do a giveaway to celebrate it - a game or games up to $10 USD value. I'll close the competition some time this weekend and announce a random winner. To enter, just write:

"I AM IN"

If you would like to, please share a good or bad customer service story. I've been watching some youtube videos recently and there are some absolute rippers!

I AM IN

Thank you very much for the GA, and glad your support query ended well :) +1. Let me try to remember some customer service/adjacent stories:

University Financial Aid:
My semester starts at the end of August, yet federal loans/financial aid didn't disperse for me until the beginning of september, when august & september rent is already due, on top of cutting it extremely close to other school payments. During the first week of school, lines to talk to an advisor have about a 1 hour waiting period. They don't accept calls until the second week of school (1st week of september).

GOG Support:
Messaged about Galaxy not updating my a couple of random Trine 3 Achievements when I went out of my way to 100% them. I explicitly said that I have the "Get all achievements" achievement, and I was connected to the internet the whole time. They responded that I probably wasn't connected to the internet -_- I technically attained the missing achievements multiple times with no update. Going for 100% is all about OCD so it was a bit sad. It was still a very well written response and made me think that they care so that was something i suppose.

AAA Service from Auto Insurance:
They actually came really fast, and the tow truck driver was really nice. The insurance operator receiving my call also had a pretty pleasant sounding voice, kind of like a calm mom.

I'll update with more stories when I can think of them. It's kinda fun reminiscing.

NOT IN

I want to applaud GOG Customer Service because there has been alot of negativity lately, so its nice to see them shine like this.
I can understand your elation because I had a similar positive customer service reaction to a problem I had with another digi dowlnoad supplier that really surprised me with its outcome.
Finally +1 for the giveaway, that is an extremely kind offer :)

I AM IN

I had problems with Lara Croft & The Temple of Osiris: savegame was never kept when I exited the game. Which is obviously really annoying. I left messages on Steam & Square Enix forums as well as contacted support. Even though the problem was aknowledged (the forums already had topics about the problem, without any solution), support was really bad and never helped. I asked for stuff that I already tried. Being a developer, I know that the most complete information I provide, the better it is for them... but first line support was really dumb. And even refunds were (I guess) out of the question as I bought the game on GMG and got a Steam key.
I ended up trying some suggestions of the forums (which didn't work), tried a few variations and found a way: backup savegames when exiting, delete them, start the game, change options, exit, copy savegames, start the game. It doesn't make any sense but it worked...

If I win, any game of my wishlist would be great, if possible an adventure / point'n click as it is my favourite genre :)

I'm in, but my opinion is not positive. I mean, I had a negative experience and that remain unsolved.

I have Memoria on GOG, and I had a bug in which the game won't show me any menus and I can't save my game because there were no buttons to click on.
I contacted support and, after I tried all they suggested, the issue remained. I was forced to complete Memoria in one day, single sitting, with a guide, otherwise I wasn't able to play the game by saving each time.

I AM IN

My first interaction with GOG support was when I requested Unreal Tournament 2004 unique cd-key for multiplayer. I sent the ticket and after 5 minutes I went to my email to see if my ticket was received i.e. the auto-generated confirm response, but to my surprise instead I saw my key, literally 5 minutes after requesting :)

Btw If I win I want Escape Goat 2 - the first one is one of the best platformers I've played and I highly recommend it to everyone.

I AM IN

My experience with GOG support was OK so far. They solved all problems, but response time was sometimes very slow. But they still didn't fix the ugly grey of the forum!

But I have a very positive support experience with my car insurance. They paid quickly and without any fuss. That was a nice way of treating customers, that I didn't expect, since insurances often are very reluctant to pay larger sums of money.

I AM IN

I haven't needed to contact the customer services of anyone but gog recently, so I guess I'll tell you about 2 cases of gog's customer service. I've been lucky enough to have decent experiences with them -although at one time, I had a very weird checkout problem -for some reason my purchase didn't pass through gog (I got the message "your payment couldn't be completed" or something like that) and no money was extracted from my card no matter how many times I tried ; tl;dr I wanted to spend money but couldn't !-, and it was so weird that the support themselves didn't know what was the cause, and that problem was solved by itself a few days after, so this one is a case so weird and complicated that it'd be better for everyone's sanity to leave the full narration of it untold!

Anyways, on to simpler cases:

-Simplest one: I bought a pinata a couple days ago and it was of course something I already owned. I asked for store credit from gog and got it in less than an hour if I recall well.
-A weirder case (but still less weird than the one I mentioned in passing above): I tried to buy something at gog about a month ago, but nothing happened at the checkout screen and instead gog's location detector (as it appears in small letters at the bottom of the checkout screen) changed and said I was in Netherlands, even though I definitely wasn't there! I made a thread about this, because it was just so weird (I hadn't yet encountered the even weirder case I mentioned above), and also contacted support. Support told me I needed to delete my cookies because this was a cookie problem on their part. I did so and the problem was solved! Now funny thing is, this cookies problem plagued other people at the same time period as well, so after that incident I became kind of an expert in cookies gone haywire and thinking they were on a trip across Europe or something! Anyways, now this doesn't happen anymore, so I guess gog fixed their cookies...

Anyways, thanks a lot for hosting this giveaway htown1980 and +1!

I AM IN

Thank you, htown1980.

Here's my story: In the past, when you bought Nintendo games there were sometimes code-coupons in the gamebox which gave you stars/points for your online account. With these stars you could buy some merchandise, CDs, online goodies and so on.
So I had a Nintendo-club account which was created 2002 I think, back when GBA and Gamecube were the latest consoles.
1 or 2 years ago I wanted to redeem some stars for several 3DS games but everytime I typed in the codes, some error message popped up. I contacted Nintendo about the issue and following their advice, I tried to connect the online club account with the 3DS account which led to several password changes, logins, logouts, email change etc.
Some day, the final support email came in, which said something like:

"Sorry, your account doesn't exist.
Best wishes,
Nintendo"

Since then, I can't login in my decade old Nintendo-club account. That was the sudden end of my Nintendo relationship.

Not in.

BAD SUPPORT
I asked humble bundle support about expiration of Stealth Inc. 2 and about outdated DRM-Free build of Parallax.
What reply I got in both case is one of it's kind (see attachment).
Both reply were given after 14 days.

AWESOME SUPPORT
1. I brought pinata games and found I have few games that I already had.
I asked GOG support to convert it into store credit.
I used that credit and bought another pinata.
I got same game again.
I asked for store credit again and within 4 hours they replied and refunded (see attachment).

2. I asked Parallax developer to update their build and within 2 hours they updated it (see attachment).

I AM IN

Good gog customer support story:
-a long time ago, if you never downloaded a game from your library, gog support would change that particular game into a gift code, at your request ofcourse. This far exceeded the current period of 30 days, it was basically no time limit, you could have done it any time you wanted.

Bad gog customer support story:
-now the above is not valid anymore, after 30 days have passed since you bought the game you can't convert that particular game into a gift code anymore.

Wishlist for the above, it desperately needs more votes :)
http://www.gog.com/wishlist/site/lets_us_gift_away_games_from_our_library_that_we_havent_downloaded_yet

Many thanks for your generous giveaway!

I'm in.

A customer service story... Let me think... When I bought a NDS console it had a faulty A button, so I sent it to Nintendo. And instead of sending me a refrubished one I got a brand new NDS. I had a similar story with a Xbox360, and I got a refurbished console with lot of scratches... My Xbox360 only had 2 months and was unpolluted.

Not in, just posting to say thanks and that I had a similar experience as well with Desparados. Windows 8 isn't supported but back then I was under the impression Windows 7 means it would work on Win 8 as well. Even though it was my fault support offered me credit.

I AM IN

Bad service story, Elite Dangerous....asked for a refund after they announced the always-on DRM.First came the standard replies everyone got, we can't ...blah blah, then came the please wait, we review every case BS, then came the negotiating "take 50%" and such, all replies came no faster than within a month mind you, so after 4 months, I finally asked them if I really have to prepare the european small claims court papers and then they kind of quickly agreed to a full refund. But then it took another month for the money to arrive.
On a positive note, they still sent me the full physical collectors edition a few weeks after the refund. I like to think they did that as an apology rather than out of further incompetence.

Not in.

Good service story: I had a problem with one transaction which was processed twice by GOG. It was refunded pretty quickly. In general I'm ok with GOG's support even though sometimes you have to give them a nudge to answer :P