+1. but why do you think this is the case? (and it would be much appreciated if the Support staff member who responded in this thread responded to this point). I had a positive experience with Support on the Deus Ex Mankind Divided DLC DRM mess. Still think it shouldn't have happened in the first place that way, but they certainly didn't ignore my question. I have to think, despite what some users like to claim, everyone making noise on the forum and in support tickets did help on that particular issue.

Because I tried. I contacted support about the DRM that was added to No Man's Sky by an update. I got the automated confirmation that the ticket was opened. That was September 25th. --- and then nothing.

Other people discussing this change in No Man's Sky reported the same absolute silence of Support on this topic. Also, no blue could be moved to comment on this DRM-adding update in the thread where it was reported and discussed.
https://www.gog.com/forum/general/no_mans_sky_isnt_fully_drmfree/post1

Apparently, according to people who own that game, the same is true for Absolver. Which isn't fully DRM-free either. Which, apparently, Support ignores as well. (I haven't tried myself for Absolver)

Which the numbers don't justify a lockdown or being nearly as paranoid as they are.

And even if they were, this would be easy to do from home, as it's just keeping an eye on messages and replying to them so it's not like there's more risk than there was.

Good point that blues still have yet to comment on that thread. I wonder if you sent a ticket about how to set privacy settings to "minimum" and how to buy Epic games through Galaxy 2.0, if you'd get a near-instant response.

It's amazing how on top of all the other debacles GOG alaso managed to create the impression that support has become a tool for discouraging certain type of customers and encouraging others. Now whether that is true or only an unfortunate impression is hard to judge, but GOG seems just fine with letting that be the image of their "support". Because, I guess, the list of issues they refuse to comment on has become so long, and the list of approved blanket PR statements so short, they barely can respond to anything.

Yes. That's the problem when Marketing controls what Support may and may not do and say.

It's all right take all the time you need. I understand you are terrified at the thought of November the 19th so take some rest before then :) cause you will be FLOODED then :)
They are a small company. They have maybe 20 employees? Give them a break. They are people just like you

If they are actually that small in number, then maybe they shouldn't be doing stupid, self destructive shit like getting in bed with Epic and then helping them out, when they're already struggling to cope with the basic features of a store.

5 days ... when it comes to technical/game related support requests I have quite a few that are months old now (will have to check all my e-mails to count those since they had the extremely awful idea to remove the "activities" feature from the support section) and when I asked about them all I got is the "it has been forwarded to product" line. Luckily enough in most cases I was able to create my own workaround/patches but this should not be necessary for a game I payed money for imo.

Thanks to this experience my image of GOG has changed completely. In this case the issue was about a game being paid but not recognized. It was the worse situation possible apart from not being able even to pay. I have read lots of experiences here and had some time to keep an eye of the company policies and activities... The image I have now is very bad for them and they don't seem to really care so I found one user created utility to batch donwload my purchases and did it yesterday. From now on I'll take extra care with GOG. I can't trust them anymore.

I'd assume, given there's a sale, there's a huge log of tickets

What sale?

They just came off the 12th birthday sale, bigger sales tend to produce bigger tickets. So i'd assume that's partly the reason for the delay in replies!

But they have been struggling for ages (which is surprising seeing as if you ask them about a game usually you get a use Galaxy response.)

And the fact they are struggling even after a general sale is one of the many reasons as to why they should not be providing support for Epic games.

We're in agreement. I'd hope GoG would read the forums and use it as means to help improve, rather than tweeting out stock gifs and ignore fundamental issues growing