I would definitely ask for a refund in this situation. You can always buy the game again after you get the refund if you want. But let GOG sort out its database issues on its own time without making you wait for someone to get around to fixing your order.

No, I'm convinced they don't. And the spam report thread was just silently locked (without any actions taken on the reports there). After they removed the report post functionality. I guess spam and bots are just fine and dandy around here now!

You are right. I wrote this message as if everyone was using the Windows operating system or everyone had installed/used GOG Galaxy, but you are right.

What I wanted to say in that message was simply: GOG has nice things to offer, but it seems that they do not have the capacity to stand behind this service. And because of this situation, I am considering not using this service anymore.

You need GOG Galaxy for that. If it's already installed just go to game's "configure" tab and uncheck "Auromatically update newest version" option. Then GOG Galaxy will ask you which old version you want to roll back. Pick your version and wait for the game rollback for itself.

I cannot request a refund for this situation, but I am seriously considering requesting a refund later (for other purchases I made this month).

So the answer is a big NO! There is no rollback option! And no i'm not installing that bloatware, the offline installers are the sole reason for using gog!

If you want a proof for a this isn't a spam post, then you shall have it. I just covered my order ID for security reasons, which may or may not occurred. I sent the uncensored versions to GOG Customer Service.

And if you don't still not belive me it's ok. You can belive whatever you want. But note this: If GOG isn't gonna step up their costumer support, one day you may find yourself in the same situation as me. And I hope you don't get into such a situation.

+1

I don't think he was claiming your post wasn't real, but agreeing with you about the level of service (the locking of the forum thread for reporting spam posts being an indication that GOG staff are disengaging with their users)

You can absolutely request a refund under GOG's Voluntary Refund Policy

https://support.gog.com/hc/en-us/articles/360006129837-GOG-Voluntary-Refund-Policy?product=galaxy

Well, then I misread and misunderstood. My apologies, @mqstout .

About the refund: Yes, normally I can and should request a refund. But there are two methods to do this:

1- By going "My Order History" page and clicking refund button. This method should take me to the refund screen. The problem is; The game is also removed my "Order History" page. So I can't use that method.

2- I can send a new ticked about refund the game. Which will bring me back to my current "customer service not responding" situation. You know what. Since you suggested this and I haven't tried it yet, I'm going to try it now. Who knows, maybe they answer this faster, because of an emergency. I'll update you to results. (If I had any...)

This is what I meant. And this is why I suggested it:

* This is not the first time this has happened, I've seen a lot of other forum posts with preorders not being converted into library entries.
* GOG's database has problems. We had a big issue with some people unable to see any of their order history about half a year ago. That was fixed but there is still inconsistency that pops up sometimes, and I am guessing needs a database engineer to go into the database and fix manually.
* Customer service probably can't help you because they are waiting on that database engineer to make time to look into the database entries, and confirm to customer service whether the problem is genuine or not, and whether it is resolved or not. Customer service are not replying to you because they don't know.
* Refunds however, are simpler. You paid money, you didn't get the product you expected. There is a record of payment somewhere, and customer service do have (or can request) access to that.
* Requesting a refund now while the purchase is still within its 30 day period means that you cover yourself if the problem is not resolved adequately down the line.

I don't think there is anything malicious going on, just that GOG's library system breaks every now and then and the engineers have to spend too much time firefighting and applying sticky tape and not enough time improving the reliability/consistency of the database.

Up to you. I haven't purchased a game here since 2016, all the new games are from trades of old keys, or from free games. Hell i often ore often have spare expiring keys.

Personally the ownership and rights to sell/trade games is non-existent so you don't own your games, media or anything; So i say don't buy any digital media at all if you can help it.

First of all, I would like to thank all of you for sending your messages and advice on this topic. As of today, customer support returned my first ticket, they admitted it was a technical error and problem is solved. Now I can access the game.

However, after this situation, I do not think much of shopping here anymore. (in fact, I can say that I do not think so at all)

I don't blame you. There's a reason why I bought Noita & Dwarf Fortress on [Another DRM free store], and you did indeed have to wait from the 20th onward till today.