Posted July 10, 2018
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!
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