I am affraid I agree.
This is not a one time whine about a very specific situation but a chronic complain about a myriad of things.
And because of that, it cannot only aim to managers/directives but everyone there.

How can a business go from worse to the worst without [write any specific name here] participation?
Come on! The success/failure of a Company is the sum of ALL of its parts.

Anyhow, its easy to point fingers, but very difficult to solve the problems...

I really hope the GOG talent (because yes, there is in a low or max degree, but always)
step to the plate to lead for everyones good.
Meanwhile on our side, let's use our energy to get the best for ourselves and let's hope we create synergy with GOG if they value and want that. If not, Alea iacta est

Honestly there is just a lot of guessing going on in this thread, and no real facts on the table, and some have no idea what it can take to run a store and organisation ... a business in fact.

I very much doubt GOG are wasting money on over-staffing.

If we are going to go down this road, then how about we first provide some credible linked facts, and then start listing what GOG has on their plate each day.

And despite what someone thinks, yes like any business, they would have someone manning phones ... obviously not for web customers to contact them on, but for local reasons and probably factor when doing deals with game providers etc.

Off the top of my head, they would at least have the following.

Web page designers and updaters ... especially with three sales every week.
Those making deals with game providers.
Those dealing with support.
Those working on games.
Those managing staff.
Those managing finance.
Those managing the databases.
Those testing games.
Those making decisions about games ... what GOG will add to the store, what is going on sale, what the discounts or standard prices will be.
Those doing research.
Those covering holiday leave and sickies.
Those looking after Galaxy.
Those doing some form of maintenance.
Those liaising with whoever.
Those in marketing and promotion.
Those making decisions about the future.
Perhaps at least one person doing an overview of the forums, even though reputedly volunteers help out.
Then you have Twitter and Facebook concerns.
And I am sure, many many more things that need doing.

that looks like a one man job

Some of us have run our own business/s and have business degrees and other qualifications. No I'm not angling for a job at GOG. Stop fan boy speculating.

I'd be willing to bet that Galaxy has less than 10 people working on it.

probably 2

Fan boy my arse.

If you knew me and were aware of my many posts here you would instantly know I am not. I just believe in being fair and logical and well informed ... diligent and well reasoned in fact.

I notice you attack me but don't offer any facts, just speculate with your clear bias.

I do however respect and appreciate what GOG have achieved, despite their many failings, which is why I sometimes argue against the nonsense that gets posted about them.

I do have many issues with them. Chief of those, aside from a few months where I had appalling download speeds, would be lack of access to an archive of older version installers, especially patch files.

I was very annoyed at the removal of the old GOG Downloader.
I am also annoyed at the focus and promotion of Galaxy, and the time wasted on it, though I respect the right for Galaxy to exist and be available to those who want it.

I hate that Changelogs are often missing or not kept up-to-date, but that would not solely be GOG's responsibility.

Then there is the way Offline Installers are now built and how they often fall behind Galaxy equivalents.

If GOG truly wanted to, they could do something about the downvoting in the Forum, that currently the childish (for the most part) take advantage of.

Then there is games I own that are not properly indicated as such when browsing sales ... The Witcher 3 is a perfect example of that, where I own everything but that isn't indicated.

I hate that they have moved to a BOT for Support, though I suspect the opposite of some folks, that under-staffing is the cause.

I would like more Linux versions of the games sold at GOG.

And like most, I wish they were more transparent and informative about decisions being made.

There are many other issues at GOG, most of which cannot be attributed to GOG alone, and not even to GOG sometimes.

I say all the above, while I have also had great service in the past from Support and Mods.

So I keep an open unbiased mind about GOG.

EDIT
And while I am yet to test the fact myself, I have read that GOG now timeout browser download links after 10 minutes, which if true is real bad, as that rules out queuing downloads in a program like Free Download Manager 5, which improved things a bit for me when I was getting lousy download speeds.