Well, you're not wrong. ;p
You have to make an account on their support site instead of actually, you know, on this site that you're already using.
Combine that with the support site using zendesk & cloudfare, which were hacked fairly recently & there was sod all notice about it on this site...

Also, another thing. Anyone daring to use anything that blocks scripts for security sake, can not use the support site, as it refuses to work.

Newest and worst of GOG support - at least for me.

I bought the game "Layers Of Fear" and it was advertized as having achievements as well. They are also listed in Galaxy but they don't work. Here is what support told me in May 2017:

"Hello,
I am sorry for late reply.
We are still working on it.
Unfortunately, it appears that this issue needs to be repaired by a developer.
That is why, we are waiting for a patch.
If you do not want to wait, then I can convert this purchase to GOG Wallet Funds that you can use towards buying a different game.
I apologise for inconvenience."


I asked them when this fix will be ready ....


"Unfortunately developer did not provide us with an ETA for patch.
With that being said, I can convert this purchase to GOG Wallet Funds that you can use towards buying a different game or issue a full refund.
Please let me know which option do you prefer.
I apologise for inconvenience"

Not the choice I wanted to have - I have no problems with waiting bit I want a date, so I wrote

"Imo it's a bit easy to simply say "the dev don't give us an eta" since I suppose you have contracts and you can also demand something as you have customers as well. But if you can't or won't do it I will ask myself for an eta contacting the devs and the publisher of the game as well using all possibilities I have. I have managed to get such informations and often the update as well in the past but to do this you have to be persistent. Again offering a refund is not actually a good support - it's a band aid. So I guess I will take it up from here."

and support did not want to talk with me any further

"Unfortunately, there is nothing I can do in this case.
Have a good day.
Regards,"

I waited a month and decided to contact the devs and the publisher of the game myself. I got an answer the same day and it was NOT what support was telling me.


"Achievements have never been supported in the GOG version of the game.
GOG has it's own entitlement system (Galaxy) that does not work with the game.

This feature has never been supported in the GOG version of the game.
If GOG is advertising achievements as a feature of this title, they need to change that."

and

"To follow up:
I do not see anything scheduled to indicate we will be patching the game any time soon."

Basically GOG was flat out lying to me and the announced fix will never arrive. Just great - these are the people I not only trusted but I was telling my friends and colleagues about... really disappointed :(

umm... check Layers of Fear's game page : there's no achievements in the feature section..
https://www.gog.com/game/layers_of_fear

however with the dlc, it's written .... o_O
https://www.gog.com/game/layers_of_fear_inheritance

i have the feeling gog cleared the first page , but forget the dlc's one..... i could be wrong ofc....but that's would be strange to only have achievements for the DLC

i would reply once more to the support..

Personally i would keep the game , achievements are just cosmetics, however since GOG is at fault there, i would ask a compensation. Now if the game doesn't work at all that's another issue.

Believe me, the achievements were there. Otherwise support would have told me that and the fact that they are still listed in Galaxy (without working) also makes it clear that GOG simply changed their page.
http://markoh01.lima-city.de/Layers%20Of%20Fear.jpg

I already have contacted support again to tell them I don't like being lied to (actually I hate lying - that is why I am so upset). Regarding the achievements ... yes, I will probably keep the game and I would not have much of a problem if support simply would have told me that they made a mistake. They already offered me a refund so I don't call it false advertizing but they should not have lied to me ... that is the thing that makes me really angry. I don't even need a compensation I just need some honesty here.

Oh i believe you ^_^

I was almost certain GOG's support didn't took their responsibilities : they should have told you the truth and didn't do what they did, it's really a bad move. Ask a compensation for all the trouble... they can give you a gift code (either 9.99 euro or 5.99 euro one). I got a similar issue with Wasteland 2 deluxe edition which is advertised with one Novella (coming soon) since years >.> : the novella will probably never be released (it's almost certain now) . And the product is still advertised with it...they could have removed the bonus (which doesn't exist)from the gamecard and added it again if one day by miracle the Novella is released ......the minimum is to respect customers.... but the gamecard didn't changed .since the last reply......sigh .

And here is supports reply ... neary the same answer I got months ago and not even an apology

"It appears that achievements in Layers of Fear will not work for the time being.
As the game is not complete(achievements are not working),I can convert this purchase to GOG Wallet Funds that you can use towards buying a different game or issue a full refund.
Please let me know which option do you prefer."

Hmm, are you jumping to conclusions there maybe? The only thing you know is that one of them is lying (or erring). Now would be a good time to contact GOG support again.
Okay, this is a bit lame answer from GOG support. I'm disappointed. The answers sound like rather inconsistent and slightly stupid robot answers.

Why don't you demand a refund (with real money)? After all the product is not as advertised and the wrong advertisment is clearly GOG's fault. That should be enough in many places of the world.

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 fractured 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 get 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.

Whelp, I opened a bug report for a website issue (just wanted to make sure GOG had it on their bug tracker) 15 days ago and it's still open. No response yet. First time I have had this issue, but it does happen.

Most of time I get a response in a few days.

An interesting topic.

Most issues I've contacted GOG's Support for were not of technical nature.

I've mostly deleted the emails after things were resolved to save email storage space, but I can recall a few interactions.

---

One of them was silly but memorable.
I had accidentally created a forum topic twice and asked GOG's Support to remove it since I couldn't do it on my own.
The person responding to my request was so surprised that was all there was to the "issue" that they invited me to ask further questions if I had any.
I did ask quite a few and received good answers.
I was positively surprised at how patiently the person responded to my mini "flood" of questions.

The biggest part of the positive surprise was this:

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.

---

Another issue involved a wrong preorder.
I think it was "Seven: The Days Long Gone".
I forgot to double check and bought a preorder of the normal edition instead of the Collector one.
When I sent the support ticket I expected a complicated process as the payment was done via Skrill, so a third-party service.
To my astonishment, GOG gave me the simplest route that didn't even cross my mind.
They converted the value of the normal edition into GOG Wallet founds I then used to get the correct edition of the game.

---

The only technical issues I've contacted GOG's Support with had to do with one of the DLCs for Pillars of Eternity 2.
I don't remember what it was called, but it was given to those who already owned the first game.

For some reason, I couldn't find a way to get to the code needed to claim it.
I've read the forums, I've tried what was suggested, but it wouldn't work.

When I asked the Support about it, I was asked to try using the "more" button and after that failed to send a screenshot. I was annoyed as I thought I had already tried the suggested solution and at the somewhat "robotic" approach to it.
Along the lines of "Please include a screenshot and try option X."
I get there isn't much maneuvering space on how to put down such a request, but an answer containing the same structure could have easily been made by a site bot and not a person.

In the end, it got resolved (if I recall correctly, I was searching for the "more" option in the wrong place), but the interaction felt a slight bit impersonal.

---

To be fair I had been very polite when contacting GOG's team, so I guess it got reflected back at me.

An out-of-context example from the email about the forum duplicate deletion:

"In case it's already been answered somewhere, I'm sorry to be asking an answered question.
I would simply prefer to have an answer rather than the speculations I've found so far.

Sorry if I misunderstood and bombarded you with too many questions unrelated to the original issue."

They responded that it wasn't any trouble.

Plus, I've also included as many possibly needed details as I could.
In preorder case, I included the order IDs and dates.

I imagine the combination of the abundance of information and politeness made me easier to deal with. XD

In short, I don't even remember what the negative counterpart of the feedback section is, I've only ever clicked the "Yes, I'm satisfied." option (usually with praise I thought was worth mentioning). :)

Off-topic:

I never thought I'd be thanking Autism for drilling a very cautious approach to social interaction into me due to an increased option of failure, yet here I am. XD

To be fair I'm not claiming anyone was born with the skillset for perfect social interaction.
We all need to learn it, but I think non-autistic people have the advantage of somehow intuitively grasping what some of us struggle to process (and usually fail to be as fast as our environment expects us to be).

Ping a blue and list the ticket number may help you a bit.
But I had two tickets that nobody cared even after I ping the blues.
GOG Support is not in a good shape, I'd say.

Their support is valid until a nasty problem is....well dumped into the ignore basket (or the we will get back to you) (never).

Depends what you mean by fast. I experienced an initial waiting time of a couple of days (2-3) and got a useful reply right away or after clarification. That was some time ago.

All in all I would say it's worth to open a ticket.