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General discussionGog support(15 posts) solved(15 posts) solved
(15 posts) solved
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Posted March 09, 2015
How long you guys usually wait to receive a reply from support?
I sent them a message a few days ago, still nothing.
Is this normal, I'm unlucky, or what?
This question / problem has been solved by Geralt_of_Riviaimage
Posted March 09, 2015
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almabrds: How long you guys usually wait to receive a reply from support?
I sent them a message a few days ago, still nothing.
Is this normal, I'm unlucky, or what?
I had an issue last Thursday and I heard back by the next morning. I did not receive communication over the weekend, but now that it is monday, I got another reply this morning. They seem to be pretty fast (within 24 hours).
Posted March 09, 2015
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almabrds: How long you guys usually wait to receive a reply from support?
I sent them a message a few days ago, still nothing.
Is this normal, I'm unlucky, or what?
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chucklas: I had an issue last Thursday and I heard back by the next morning. I did not receive communication over the weekend, but now that it is monday, I got another reply this morning. They seem to be pretty fast (within 24 hours).
I recently added Vangers to my library (critical hit, in Double Insomnia), but I don't want the game, so I was thinking about making a GA.
I don't know why it's taking them so long to say yes or no, to my question.
Post edited March 09, 2015 by almabrds
Posted March 09, 2015
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chucklas: I had an issue last Thursday and I heard back by the next morning. I did not receive communication over the weekend, but now that it is monday, I got another reply this morning. They seem to be pretty fast (within 24 hours).
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almabrds: I recently added Vangers to my library (critical hit, in Double Insomnia), but I don't want the game, so I was thinking about making a GA.
I don't know why it's taking them so long to say yes or no, to my question.
1.Based in Poland so different time zone than yours.
2. "Normal working hours" - no 24/7 schedule
3. There was a major sale going on, which can generate many tickets from many users so response times can get longer.
Posted March 09, 2015
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chucklas: I had an issue last Thursday and I heard back by the next morning. I did not receive communication over the weekend, but now that it is monday, I got another reply this morning. They seem to be pretty fast (within 24 hours).
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almabrds: I recently added Vangers to my library (critical hit, in Double Insomnia), but I don't want the game, so I was thinking about making a GA.
I don't know why it's taking them so long to say yes or no, to my question.
I had a similar issue with one of my freebies. Turns out they cannot convert games from the insomnia sale to gifts if you didn't click to make it a gift from the start. I think it has to do with some of the deals with the game developers, etc. I have decided to always buy games as gifts just to be safe from now on. If I really want the game for me, I can use the code myself.

I am sure you will hear back eventually, but that is what I was told.
Posted March 09, 2015
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chucklas: Snip
I think that was their original decision but a lot of people were saying in the tracker thread that they changed their minds and GoG is converting undownloaded codes to gifts now.

Not sure about the delay but it might just be because there are a lot of similar requests at the moment.
Posted March 09, 2015
I've been waiting for 6 days... Doesn't really matter now anyways.
Post edited March 09, 2015 by Pardinuz
Posted March 09, 2015
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almabrds: I recently added Vangers to my library (critical hit, in Double Insomnia), but I don't want the game, so I was thinking about making a GA.
I don't know why it's taking them so long to say yes or no, to my question.
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chucklas: I had a similar issue with one of my freebies. Turns out they cannot convert games from the insomnia sale to gifts if you didn't click to make it a gift from the start.

I am sure you will hear back eventually, but that is what I was told.
This is weird, because they can give you a gift code if you accidentally bought a game for yourself.
This sucks!
Posted March 09, 2015
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animalmother2105: 1.Based in Poland so different time zone than yours.
2. "Normal working hours" - no 24/7 schedule
3. There was a major sale going on, which can generate many tickets from many users so response times can get longer.
4. They answer the requests based on a priority list. Payment problems have the highest priority. Turning freebies into gift codes is probably very low on the list.
Posted March 09, 2015
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chucklas: Snip
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adaliabooks: I think that was their original decision but a lot of people were saying in the tracker thread that they changed their minds and GoG is converting undownloaded codes to gifts now.

Not sure about the delay but it might just be because there are a lot of similar requests at the moment.
I hope you're right. I'll never play Vangers, so if I can't give it to other user (hard to believe that's something Gog can't do), I'll hide or remove the game from my library.
Posted March 09, 2015
Usually it takes about one business day at most to receive an answer from support. However, complex issues can take a bit longer.

What is important to keep in mind though is that GOG support doesn't work 24/7. They only work on (Polish) business hours and they don't work on weekends.

Since today is Monday and you wrote 'a few days ago' as you said you probably just wrote before the weekend so it's pretty normal that you don't have a reply yet.

On top of that we just had a huge sale so they probably have lots of tickets to work through. Since tickets are prioritized and payment issues and similar have a higher priority it might take a little until they get to your ticket. I'd say, if you haven't received a reply by Wednesday afternoon, write again.

Concerning turning games on the shelf into gift tickets: They do that for bought games as long as you don't download anything (neither the game nor the extras) if you contact them soon after buying and realizing your error. They normally don't do that for stuff they gift to their customers, but after originally refusing some people they have reversed their decision and do that now!

So anybody who was refused when asking should ask again.
Posted March 10, 2015
And still no reply.
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Pardinuz: I've been waiting for 6 days... Doesn't really matter now anyways.
Really? This is awful! You should have sent 50-100 messages, they can't ignore you forever.
Post edited March 10, 2015 by almabrds
Posted March 10, 2015
Whenever I have a similar issue I wait until the sale/weekend is over, then send a polite request using the Support menu
- choosing My orders, payments and downloading games > Problem type: gift/promo code issues (and choose the Order Id if present)
This way my ticket isn't lost amongst numerous sale related issues, and it gets to the correct response team asap.
I had about 4 or so such cases in the past (in the previous insomnia they had issues that forced redeeming into your account, so I waited until it was over to send all my "wins" in the same ticket), and following these guidelines I usually get a satisfactory response within 48 hours.
Posted March 10, 2015
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almabrds: Really? This is awful! You should have sent 50-100 messages, they can't ignore you forever.
Sending a new support ticket in the same category moves your ticket to the back of the queue. So despite what you think, sending multiple tickets makes it harder to get a response, not easier.
Posted March 10, 2015
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almabrds: Really? This is awful! You should have sent 50-100 messages, they can't ignore you forever.
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JMich: Sending a new support ticket in the same category moves your ticket to the back of the queue. So despite what you think, sending multiple tickets makes it harder to get a response, not easier.
Ouch. I didn't know this.

But good news, I received a reply, problem solved! I got a gift code, and will make a GA soon. :)
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General discussionGog support(15 posts) solved(15 posts) solved
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