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high rated
Given the fact that this thread I opened a long time ago was rediscovered I guess I should use the opportunity to add my experiences and how they changed.

Between opening this thread and this post I opened A LOT iof support tickets for several issues. I experienced the following:

- In most cases support responds extremely fast (in most cases at least on the next day - I guess aweek was the longest)

- Every issue involving problems with the website, orders or turning games into gift keys were solved always immediately after they replied.

- GOG support was ALWAYS (and I cannot stress this enough) extremely friendly.

- In technical questions not much has changed. Even if I told GOG how to fix an issue (still extremely rare that THEY would be able to tell ME - since I usually know all of those basic 1x1 support lists starting from reinstalling directx, vcredist ending up with deactivating UAC and trying to run as admin) they just forwarded it to the product team and in most cases those guys did not do anything. This means I still have a few games which are using the "workarounds" I figured out by myself which were never implemented in the installer itself - which is a shame. The problem here is that there is no deadline and no reply anymore after support forwarded the issue to product team. I don't blame support here but the way GOG is handling these things. The ticket will be closed even though the issue in question hasn't been solved (it's solved for support since they did what they could but bnot for the user).

- Whenever GOG was unable to fix a technical issue - meaning they forwarded the issue to product team. They still ALWAYS offered me a refund if I would not want to wait so that's fair as well.

- GOG Galaxy support and bug tracking software mantis was a complete failure to me. Nearly all my issues reported there even after I reminded them were completely ignored and I don't expect this to change. This goes so far that I contacted general support because of a Galaxy issue so that I would get a wuick reply with them telling me the issue has been fixed. I will not use mantis anymore to report Galaxy bugs. I have other hobbys than trying to help those Galaxy devs and being ignored by them. Sorry, but that's a no go!
Post edited July 10, 2018 by MarkoH01
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It's support - I mean no offense, but I'm assuming most of the work they do is refunds, helping with purchase problems, changing reviews, usernames etc. Don't expect miracles when you approach them with technical problems.

It's probably not much coming from a DIY guy with programming experience, but all I can say is that if I can't figure it out, then GOG support sure hell won't be able to, unless they can somehow pass the issue to the developers. That won't work however for most of the older games.

It's only worth raising a ticket for broken installers and whatnot, and only if Judas or other "infamous" forum dwellers advise you to do so ;).
Post edited July 10, 2018 by WinterSnowfall
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Am I the only one with the problem that I can't submit a request to the support team? I'm trying to click on the link for "making a support request" or something and it just directs me to a page (https://support.gog.com/hc/en-us/requests/new?form=other) with some information about how they will store my information but no field whatsoever where I can type information myself or something. Not sure what I'm doing wrong here.
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Mjauv: Am I the only one with the problem that I can't submit a request to the support team?
Nope...same here.
high rated
It's worth it if you can wait ! when i contacted GOG's support in august it took them 1 month for the first response.
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ChrisGamer300: It's worth it if you can wait ! when i contacted GOG's support in august it took them 1 month for the first response.
I know what you mean. I have probably 2 or more tickets open right now and no feedback except for an email telling me the ticket number. I've updated my response to them 3 times with additional information, and my system has sent at least 3 crash reports since then.
hopefully GOG will die and we fill crie
lulz, been waitin' since april 13th

they already tried to auto-cancel my ticket once

wut is this crap
high rated
For anyone having issues with having to fill out a third-party CAPTCHA or allow third party scripts to raise a support request - you don't need to. Just email support directly (support (at) gog (dot) com) and you will get a(n initially automated) response.

Not only is this simpler, but quicker too in my experience.

As for support satisfaction, my experience would be mixed. On issues like refunds, GOG have gone above and beyond their T&Cs in a couple of cases I raised (generally, games failing due to needing packages that I do not care to have on my system like .NET Framework). For website issues, it's generally been sympathetic but of little use (e.g. the buggy state of this forum's software) with the exception of the email contact to raise a support ticket above. For technical matters, like others here, I've been able to find/implement solutions faster (in some cases, thanks to other GOGlodytes) but given the complexity of PC support and the devil-may-care attitude of some developers, I wouldn't expect much more. How many people could claim to know the ins and outs of over 1,500 games running on 5+ operating systems?
low rated
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WinterSnowfall: It's support - I mean no offense, but I'm assuming most of the work they do is refunds, helping with purchase problems, changing reviews, usernames etc. Don't expect miracles when you approach them with technical problems.
They work for the same site that started with finding fixes for games that refused to run on modern OSs....so imo they should be able to handle simple issues one could easily search for by themselves. ;)
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AstralWanderer: How many people could claim to know the ins and outs of over 1,500 games running on 5+ operating systems?
As said above, if others can search online for an answer quickly then support should be able to...it's not rocket science. o.0
Post edited May 07, 2020 by GameRager
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GameRager: As said above, if others can search online for an answer quickly then support should be able to...it's not rocket science. o.
* If the cause of a problem is a specific hardware/software interaction, a simple search may not turn up anything.
* If the cause is a program bug (and the game is new or recently updated) there may be no information posted on it (example here).
* If the cause is an intermittent failure (e.g. faulty RAM, corrupted data on disk) then finding the cause can be extraordinarily difficult and time-consuming (one example here).
low rated
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AstralWanderer: * If the cause of a problem is a specific hardware/software interaction, a simple search may not turn up anything.
* If the cause is a program bug (and the game is new or recently updated) there may be no information posted on it (example here).
* If the cause is an intermittent failure (e.g. faulty RAM, corrupted data on disk) then finding the cause can be extraordinarily difficult and time-consuming (one example here).
All that aside, that doesn't mean they shouldn't try.....giving copy paste form letter type answers and closing tickets helps little but their response times and quotas. Most of the problems i've had have been things once can fix with about 10 minutes of searching online, and if I can do it then they should be able to(for those specific problems and others that are also easily fixed via such methods) as well in most cases.
Post edited May 08, 2020 by GameRager
Finally getting a response back on the ticket I submitted last month regarding converting a purchased game into a gift code.

In this case, it was something where I had intended to purchase it as a gift from the start but during the checkout process the gift option just vanished and due to the nature of the purchase, I couldn't just back out and hope a page refresh fixed the problem. So I went through with the purchase as normal, sent in the ticket and now after a few solid weeks (understandable, not complaining) I get a response saying that the purchase can't be converted into a gift code. That goes in direct opposition to what I'd seen mentioned by numerous others so I'm not certain why this was any different.

I was offered an alternative solution, which seems a bit more complicated than what I was initially expecting, all things considered, and accepted it. Now I'm waiting on the follow-up of the follow-up.

I wouldn't say I'm disappointed, at least not entirely. Even allowing obvious exception toward the wait on responses due to circumstances they cannot control currently, there's clearly effort put forth in finding a way to resolve the issue I had.

The inkling of disappointment to be had for me personally would be that the whole conversion option is a choice in the support form and if my case wasn't one where it applied then it's definitely clear that GOG should consider finding some way of clarifying that option as an issue or removing it from the form's choices altogether.
My interactions with GOG support has been rather frustrating, not to mention disappointing.

I've been trying for quite some time to get them to acknowledge that the version of Phantasmagoria 2 they are selling is subtly broken, causing some sounds to be replaced with subtitles. So far, they keep blaming unspecific technical or legal reasons, even though the bug appears to be caused by the original game files being modified. (The audio files from the individual CDs have been merged together into one file, it was probably that process that threw away some of the audio.) Now they just turn away further messages, as if the problem has been solved. Which it hasn't.

I also tried pointing out to them that when their version of Zork III quits to DOS, it closes DOSBox so that you never see the final text. This makes it appear as if the game just crashed. I suggested a one-line workaround to their DOSBox configuration and reported it as a bug. Their response was to point me to my own workaround. They have not updated the game.

So now when I see some things that could be easily fixed, at most I post a reply if someone asks on the forum. Contacting GOG support just seems like a waste of time.
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Wolfy777: Me:
"What happens if a user does not use their account at all for two years or more? Is the account closed or frozen until an explanation is given?
I'm curious because there is a warning given on Steam, Origin, and EA about having to avoid inactivity with one's account or it will be closed. Not that I'm planning on testing what would happen, but I'd like to know just in case something unforeseen happens one day. I didn't see it addressed in the question and answers section."

GOG's answer:
"There are no adverse effects of not using your GOG account for any period of time. As long as you have access to the email you have registered your account with, you will be able to log back in after a period of inactivity. If you lose access to your email for any reason, you can always contact us and we will be able to change the email assigned to your account for you, after we verify you as the account's owner."

Given how aggressively user inactivity is handled elsewhere (basically, all of the bigger gaming services like Steam or Origin would just close your account if you haven't logged into it for about 2 years), I was amazed.
The irony is that if you haven't logged into gog for that long then most people wouldn't have logged into their email which would have also discontinued due to inactivity.