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General discussionHow does support respond to the contact form?(9 posts)solved(9 posts)solved
(9 posts)solved
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Posted May 22, 2015
Over a week ago I filled out the contact form for a game-breaking bug in a new game (Grim Fandango Remastered) two days after I purchased it. I assumed I'd get a response by email, but nothing but the auto-confirm has come in (yes, I've checked the spam folder).

It could just be that they're super busy with galaxy and the new site roll-out, but I just don't want to miss the response, especially since I don't know what "a reasonable time frame" is with regards to being able to get a refund for a broken game.

So is there somewhere else I should be looking? Somewhere on the site, maybe? (I don't use most of the social tools very often)
This question / problem has been solved by Wishboneimage
Posted May 22, 2015
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geminidomino: Over a week ago I filled out the contact form for a game-breaking bug in a new game (Grim Fandango Remastered) two days after I purchased it. I assumed I'd get a response by email, but nothing but the auto-confirm has come in (yes, I've checked the spam folder).

It could just be that they're super busy with galaxy and the new site roll-out, but I just don't want to miss the response, especially since I don't know what "a reasonable time frame" is with regards to being able to get a refund for a broken game.

So is there somewhere else I should be looking? Somewhere on the site, maybe? (I don't use most of the social tools very often)
For me it's always 3 days at most in busy periods. A week is too long.

PM a Blue.

EDIT:
Judas is online at the moment:
http://www.gog.com/forum/general/the_what_did_just_update_thread/post8967

And I meant Chat a Blue of course.
Post edited May 22, 2015 by ZFR
Posted May 22, 2015
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geminidomino: Over a week ago I filled out the contact form for a game-breaking bug in a new game (Grim Fandango Remastered) two days after I purchased it. I assumed I'd get a response by email, but nothing but the auto-confirm has come in (yes, I've checked the spam folder).

It could just be that they're super busy with galaxy and the new site roll-out, but I just don't want to miss the response, especially since I don't know what "a reasonable time frame" is with regards to being able to get a refund for a broken game.

So is there somewhere else I should be looking? Somewhere on the site, maybe? (I don't use most of the social tools very often)
You'll get the response on the same email account you got the auto-response.

But yes, I imagine they're drowning in support tickets right now.
Posted May 22, 2015
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geminidomino: Over a week ago I filled out the contact form for a game-breaking bug in a new game (Grim Fandango Remastered) two days after I purchased it. I assumed I'd get a response by email, but nothing but the auto-confirm has come in (yes, I've checked the spam folder).

It could just be that they're super busy with galaxy and the new site roll-out, but I just don't want to miss the response, especially since I don't know what "a reasonable time frame" is with regards to being able to get a refund for a broken game.

So is there somewhere else I should be looking? Somewhere on the site, maybe? (I don't use most of the social tools very often)
Thanks to the release of Witcher 3, the support staff is probably swamped with requests. You could send a PM to Firek, to see if he has any news of your ticket.
Posted May 22, 2015
Usually they respond within 48 hours to your mail account.

With Galaxy, site updates and the Witcher release, the last (not exactly urgent) ticket I opened took them 1 week to respond. I'd assume that they're just as busy now, so yeah...
Post edited May 22, 2015 by Randalator
Posted May 22, 2015
Am I the only one who actually read the OP? He's not asking when he can expect a reply, he's asking how he should expect the eventual reply to arrive.
Posted May 22, 2015
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geminidomino: Over a week ago I filled out the contact form for a game-breaking bug in a new game (Grim Fandango Remastered) two days after I purchased it. I assumed I'd get a response by email, but nothing but the auto-confirm has come in (yes, I've checked the spam folder).

It could just be that they're super busy with galaxy and the new site roll-out, but I just don't want to miss the response, especially since I don't know what "a reasonable time frame" is with regards to being able to get a refund for a broken game.

So is there somewhere else I should be looking? Somewhere on the site, maybe? (I don't use most of the social tools very often)
Keep an eye on your spam inbox. Sometimes our replies end up in there. Other than that, the reply from Support will arrive in the email you have given us :)
Posted May 22, 2015
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geminidomino: Over a week ago I filled out the contact form for a game-breaking bug in a new game (Grim Fandango Remastered) two days after I purchased it. I assumed I'd get a response by email, but nothing but the auto-confirm has come in (yes, I've checked the spam folder).

It could just be that they're super busy with galaxy and the new site roll-out, but I just don't want to miss the response, especially since I don't know what "a reasonable time frame" is with regards to being able to get a refund for a broken game.

So is there somewhere else I should be looking? Somewhere on the site, maybe? (I don't use most of the social tools very often)
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ZFR: For me it's always 3 days at most in busy periods. A week is too long.

PM a Blue.

EDIT:
Judas is online at the moment:
http://www.gog.com/forum/general/the_what_did_just_update_thread/post8967

And I meant Chat a Blue of course.
Thanks, I was going to take that advice, but couldn't figure out how the hell to send a PM anymore. <_<
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JudasIscariot: Keep an eye on your spam inbox. Sometimes our replies end up in there. Other than that, the reply from Support will arrive in the email you have given us :)
I've been watching it, no sign.
All right. Turns out it hasn't been as long as I thought (5 days - it's just been that kind of week) so I'll wait it out until Monday before I ping them again.

Thanks for the help, guys.
Post edited May 22, 2015 by geminidomino
Posted May 22, 2015
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geminidomino: Thanks, I was going to take that advice, but couldn't figure out how the hell to send a PM anymore. <_<
Click on Portrait then Start Conversation.

(I think you can use Galaxy too).
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Community
General discussionHow does support respond to the contact form?(9 posts)solved(9 posts)solved
(9 posts)solved