Over the 6 years that I've been a GOG customer, support (both order related and technical) has been phenomenal. There was one period a few years back when GOG was going through some kind of internal transition and responses took a little longer, though they would at least write back in a day or two saying something like, "We are looking into this. Thank you for your patience."
However, I sent a tech support request over a week ago (regarding a problem with a standalone installer) and haven't heard back from GOG's support staff, which is... disappointing. And a few weeks back, I had a tough time communicating that an installer on their end was corrupt (GOG thankfully did eventually fix this).
I often tell my friends how incredible GOG is, and one of the biggest selling points is always how helpful, friendly, and responsive GOG support has been. I should stress that the "friendly" part is still intact, which I feel is significant. It's clear that a majority of the support staff are doing the best they can within a potentially broken system.
There seems to be a lot going on behind the scenes at the moment, and as I noted in another post, not everyone is thrilled with the direction GOG may be headed. For the time being, I am going to hold back the positive praise - at least until I (and the rest of us) have some sense of what to expect at GOG and what the new standards of service will be.
[EDIT: I received e-mail from GOG support today explaining that my request had somehow been lost in the system, so I did ultimately receive a response and the staff member was sincere and apologetic.]
Thank you for sharing and yes I would like to jump on the bandwagon and agree to the fact that GOG ALWAYS is friendly and contacting them always feels personal and not just like business. THAT is something that still is a selling point and imo it is a big one since it means that not all is lost. As long as there are still friendly people working that are trying to do the best to keep the customer happy there is hope. Many are thinking that those not so well received decisions were made way higher up the command chain - that may be and it probably is - but our voices here will in fact still be heard as long as the correct and friendly people are also woking there. Don't know if this changes anything in the end but it least it is helping imo.