I AM IN
I don't have any particularly amazing stories. The only one that comes to mind was one involving a replacement iPod case. It broke, but was still under warranty so I contacted them by email, sent a few pictures, and got a new one in the mail. That's how it's supposed to be, simple, straightforward, and timely.

I'm not in, but I like the customer response. Absolutely nice and to the point.

My latest custom service story is with Amazon and the Kindle. I own a paperwhite and after a recent update it did not recognize the dictionaries anymore that were on the device. I deleted some and downloaded them again but with no result. So I wanted to contact customer service. On their website it's unfortunately always a bit hard to find the customer service. They recommend to contact them by telephone but also offer email. I preferred email for this and wrote them. Less than one hour later I had a reply which left me undecided if I like their customer service or not.

On the positive side they could help me (they suggested to delete all dictionaries, reboot the device and download dictionaries again which did the trick) and the time until they replied was very short.

On the negative side the whole email was kind of created by a robot. It was building blocks of text randomly connected, sometimes even without making sense ("What you have to do I will tell you at this is what you have to do:"). So if the first sentence is "Dear XXX, I deeply regret your problem" and the second "We already contacted our technicians." but I could see that this was not written by a human. I felt like they are kidding me, trying to get to a personal level but in a setting where absolutely no persons are involved. This feels pathetic as if "we already contacted our technicians" helps anything if it is not true (maybe it is true, but even then I would prefer to have it written by a human). So from a communication perspective this service reply was a deeply unsatisfying experience.

Next time I will call again because then at least the contact is fun (for me it's actually fun to call real (support) people - I only hate waiting lines and having to explain problems multiple times).

I AM IN
:D

I don't use support that much and I don't have any interesting stories. On the other hand, I don't have any bad experience with support. Everytime I needed to contact support, the people helped me out just fine. It was usually some totally minor stuff like rewards on playfire and such. So I had good experience with gog support, greenmangaming support and even origin support.

That's really nice of you.
Not in.

I AM IN

Had a very awesome experience with GOG support one year ago, where Thiev gave me live support on a Saturday via PM. And I didn't even have to ask for support! I just mentioned in the forums that Divinity Original Sin didn't update its game version after the patch. Thiev saw this and offered to help me out. I got a step by step explanation which files I have to edit in the registry (and how to do this, since I never did this before), how to reinstall the patch and how to fix the Divinity registry entries again after installing the patch. And what made this live support even more noteworthy: At one point during our PM conversation, I got a "I'm currently in the middle of lecture at uni, sorry if my responses might get slightly delayed ;)"

This was the best support I ever got. Seriously. Someone sitting in an auditorium at uni explaining me how to fix a wrong version number on the starting screen of a game (which had the potential to prevent future patches!) :D

I AM IN

It seems I rarely have interactions with Customer Service, or at least when I do they are not overly memorable to me! I know I have contacted GOG customer servicein the past, and in all cases the issue was resolved to my satisfaction, although I cannot recall the exact issues.

And what's your experience with GOG customer support? Did they ever help you get a game running or give you that refund you wanted?

Before or after he started working for them?
I'm assuming that if you can just walk over to the support department you don't have to wait as long for a refund as for example me who is still waiting.

I AM IN!

Thanks for the giveaway! +1

As for the story, I would like to share one that happened 6-7 years before (maybe more!):

I ordered a music CD from a seller on eBay (if you're curious, it was Emperor's "In the Nightside Eclipse") and when it arrived at my door, i found it was something else (another Emperor album to be precise). I send a message to the seller and explained what happened and that I didn't want to keep it as I already have it. The reply I received was not only awesome but it made me shop from them again:

- "We're sorry for the inconvenience our mistake may have caused to you. We happily inform you that we'll refund you ASAP!"
- "No problem, we're humans after all and human make mistakes but what about the CD, how can I send it back to you?"
- "No worries, you can keep it! :)"

Cheers!

I am not in. I want to post here to say thank you for sharing your cool story and lesson you have learned. Thank you for your giveaway, may the most needed and well deserved person receive your generous gift :D

Yes but if you contact support, your case might get assigned to you. And then everybody wins.

Not in just because I don't believe I've ever had to contact customer service. The good people here at the forums almost always seem to have an answer for my questions if I can't figure it out on my own. But +1 for the free game give away.

NOT IN.

But here's a bad experience. I bought the Skyrim soundtrack CD set signed by the composer, from the only place it was for sale at - I gather it's the composers own shop or something. 4-6 weeks were cited for delivery. I sent four tickets in total, kept forgetting about it in between since it took so long so there was months between. Here's the responses I got, all of which had the air of being generic replies. The promises were empty.

(09 Jan 2013 bought and paid for)
28 Feb 2013 "arrival of the product any day now"
17 Jul 2013 "shipping during the next five business days.", "we will send an email confirmation"
21 Aug 2013 "placed on asap reship list for priority shipment." (files in mp3 format attached as compensation)
11 Nov 2013 no response.

Then I forgot about it for good. Never got the CD set I paid for, just the mp3 files.