Hello,

I wrote a month ago to GOG support asking for a problem I have in my account. I still have no reply.

Today I had another issue with a game, which we don't have the last version since Nov 2020, but when I was about to ask about it, a chat with a bot opened which doesn't understand nothing. I know today is Sunday, I will try again tomorrow, but right now I'm quite worried about GOG support and I'm thinking into migrating to another well known games platform due to this fear.

GOG is your support working?

Oddly it seems only the mainly English speaking regions has this bot problem.. I can only assume possible they get so much business from English speaking parts of the world they choice to implement a bot for most support and refund measures .. But thats just me giving the benefit of the doubt and how it seems to be a pattern when ''big sales periods '' or ''big sale advents '' happen its like 90 percent of the time this way the English branch of support gets bots taking charge a set time before and after big sale advents or big sale periods of a year .. then bots go away largely .. while other mostly none English speaking countrys get humans at the helm of support nearly 24/7 no matter what atleast from my looking around around and research that seems to be the case..

Well, I'm writting from Spain (but in english)... I'll give them a couple of weeks more

Was unsure on what lanuage you was sending it in.. nor do I know how common English is in Spain(That and I'm tired/its late where I'm at) but anyway as the bot problem mainly is on a English language based well basis I would suggest try sending a support ticket in Spanish or some other language you know thats not English and see if that gets any results if you need to try again

They are working, but much like Sisyphus, they have little hope of catching up to their current backlog. At this point it's a staffing problem more than anything else.

There's more info and a staffer reply on the same topic here...hope it helps

Thank you, I've read it. That did I relaxed a bit, but also in that thread someone complains about unanswered tickets.

Over a month for a reply is ridiculous.

Bottom line: if GOG are receiving more support tickets per day than they are processing per day, then they need more manpower on the job. It's simple math.

Yeah, some had that problem even before......some users here and there seem to wait weeks or longer for some issues(albeit not everyone, of course).

Apparently GOG's answer is to use "support bots" to handle some of the (i assume simpler/more common) issues, but it seems one (afaik) might need to go through the bots to be able to choose to send normal tickets.

You would think that, but the thing is that GOG doesn't exactly make money, or at least enough money to warrant hiring additional employees. GOG already had a restructuring and laid off about a dozen or so people back in 2019, so this is where we are now. Support is forever overwhelmed with a backlog that will never end.

The store already has periods where it's in the red, and when it does make money it barely makes any at all. GOG is not in good shape financially, and I know people don't like or want to hear it, but GOG is basically just trying their best to stay afloat. They're forever treading water in the deep end, and have been for some time now, but eventually they will drown unless things change.

And yes, I understand that having a situation like this doesn't encourage anyone to actually buy on GOG, but CD Projekt can't exactly just dump money into GOG. The growth just isn't there. Even when games do come same day to GOG you have an overwhelming majority that would still rather buy on Steam. CD Projekt isn't Epic Games, Electronic Arts, Square Enix or any other major studio / publisher. CD Projekt is basically a flop away from being in trouble themselves. "AAA" game development is extremely volatile, and they've already burned a lot of bridges with the Cyberpunk debacle. They cannot dump resources into GOG that they will see no return on.

I'm still buying on GOG (bought Ruined King Deluxe Edition on day of release this month, and I just bought PoE: DE during the current sale), but I really think that I'm an idiot for doing so at times, because I don't believe this store is going to be around in the next five (5) years. And having to maintain my own backups through either hardware or paid online storage is not a fun idea. I'd rather just buy on Steam if that's the case.

I think there are 3 famous stores, being GOG one of them. While it doesn't sell as much as the first one, I think it sells enough, but maybe they should think in a way to bring more new games here. Maybe fixing the review system since they cannot be edited (once a developer told me his game won't be here until it would be almost dead, because once you get a bad score here, is difficult to have a better one). Or maybe decreasing slowly the taxes to the devs. Anyhow, they would know what to do better than me, but scaring the users as I'm isn't the way to achieve I purchase more.

I thought you said you stopped buying on GOG completely but I guess I'm misremembering what you said in a different thread.