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General discussionNo support. Staff ignoring messages.(65 posts)(65 posts)
(65 posts)
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This is my favourite topic
Posted October 15, 2020
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ponczo_: Hey, I am going to reply here as well, as some of you might have not seen my colleague's reply here.

We do understand your frustration about delays in our Support replies, and we sincerely apologize for it. We are currently overwhelmed with the high amount of ticket volumes and because of that, we had to create a list of priorities (e.g. refunds have a higher priority over username changes etc) - that's indeed true. However, said priorities have nothing to do with the user using our GOG GALAXY app or not.

Support team answers every single request, but if you think that your own submission was overlooked, please write to me directly and I will investigate what happened. I know that this solution is not the best, but we're truly doing what we can to provide the best support possible, but currently facing a big backlog it's harder than usual.

I would like to also let you know that we are reading your feedback about not replying to your posts on the forums very often and we are working on it. Hopefully you'll see visible improvements in that regard soon.
I'm very interested in knowing how do you manage priorities aso someone with a not recieved product after payment waits 5 times the "usual".
Posted October 15, 2020
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ponczo_: I would like to also let you know that we are reading your feedback about not replying to your posts on the forums very often and we are working on it. Hopefully you'll see visible improvements in that regard soon.
meow :D
Posted October 15, 2020
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jdavidgea: I'm very interested in knowing how do you manage priorities aso someone with a not recieved product after payment waits 5 times the "usual".
We are very sorry for all delays. We do inform our users that the waiting time can be currently longer than typical 24-48 hours, but, as mentioned, we do what we can to make it as short as possible. If there is another ticket that has been overlooked by us, please send me a direct message.

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Seb7: meow :D
Woof!
Post edited October 15, 2020 by ponczo_
Posted October 15, 2020
I hope that GOG will hire new staff because clearly the one in charge of the tickets is not enough for now, and as soon as Halloween / Black friday / Christmas will come, it will be the apocalypse.
Posted October 15, 2020
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jdavidgea: Hi. It's the first time I have a real problem woithg GOG but the experience worries my a lot. I have a ticket open for 5 days without any answer and the "friendly people" of GOG even ignore me when I asked if they could be of any help on twitter. It's normal to have no feedback at all during so much time? Why are they ignoring me? (a single line telling me they can't help via twitter could be enough).

Anyone could help me or give me some advice?
I'd imagine they're quite busy. Whenever I've had to contact GOG staff about an issue I've had, sometimes the response can be super quick, and then other times it's taken a little while longer. I don't believe they'd be ignoring you because whenever I've had an issue, GOG staff have always been super helpful, friendly and resorted things for me.

5 days does seem long though - have you tried e-mailing them again?

I know this thread is 2 days older now from when you posted it, so has there been any updates? I hope your issue gets resolved soon!
Posted October 15, 2020
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jdavidgea: I'm very interested in knowing how do you manage priorities aso someone with a not recieved product after payment waits 5 times the "usual".
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ponczo_: We are very sorry for all delays. We do inform our users that the waiting time can be currently longer than typical 24-48 hours, but, as mentioned, we do what we can to make it as short as possible. If there is another ticket that has been overlooked by us, please send me a direct message.
First, thank you for your responses in this topic!

I have not submitted a ticket on this issue myself but I hope you see this post: I am aware other users have submitted tickets specifically concerning DRM/online requirements in No Man's Sky. In fact iirc at least one of these tickets was from last month going by what the user said here in the forums. To my knowledge, staff has not posted in the thread where users have discussed (at length) this issue with No Man's Sky either. When should they expect an answer?
Posted October 15, 2020
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jdavidgea: Hi. It's the first time I have a real problem woithg GOG but the experience worries my a lot. I have a ticket open for 5 days without any answer and the "friendly people" of GOG even ignore me when I asked if they could be of any help on twitter. It's normal to have no feedback at all during so much time? Why are they ignoring me? (a single line telling me they can't help via twitter could be enough).

Anyone could help me or give me some advice?
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OliverBagshaw: I'd imagine they're quite busy. Whenever I've had to contact GOG staff about an issue I've had, sometimes the response can be super quick, and then other times it's taken a little while longer. I don't believe they'd be ignoring you because whenever I've had an issue, GOG staff have always been super helpful, friendly and resorted things for me.

5 days does seem long though - have you tried e-mailing them again?

I know this thread is 2 days older now from when you posted it, so has there been any updates? I hope your issue gets resolved soon!
ponzco_ did answer my ticket but I'm still a bit concerned about this situation. I can guarantee that the person/people that works with the twitter account are indeed ignoring my messages and post. Having time to answer with memes and animated gifs to unrelevant user interactions while the deny a simple five second answer to my question.

This time has served to me to learn a lot about them and the more I learn the more I'm concerned. Counting that tickets are not duplicated (as mine was) there were just not so many tickets registered to justify a 5 days wait... and being ignored in social networks. As a human being that last part is enough for me.
Post edited October 15, 2020 by jdavidgea
Posted October 15, 2020
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ponczo_: We are very sorry for all delays. We do inform our users that the waiting time can be currently longer than typical 24-48 hours, but, as mentioned, we do what we can to make it as short as possible. If there is another ticket that has been overlooked by us, please send me a direct message.
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rjbuffchix: First, thank you for your responses in this topic!

I have not submitted a ticket on this issue myself but I hope you see this post: I am aware other users have submitted tickets specifically concerning DRM/online requirements in No Man's Sky. In fact iirc at least one of these tickets was from last month going by what the user said here in the forums. To my knowledge, staff has not posted in the thread where users have discussed (at length) this issue with No Man's Sky either. When should they expect an answer?
We've reached out to the developers in regards to this and I'm looking forward to bringing you a more concrete update soon.
Posted October 15, 2020
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chandra: We've reached out to the developers in regards to this and I'm looking forward to bringing you a more concrete update soon.
Now this is finally something, I think the first indication of actual action being taken to adress a concrete issue, and not just PR. Thank you.
Posted October 15, 2020
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rjbuffchix: First, thank you for your responses in this topic!

I have not submitted a ticket on this issue myself but I hope you see this post: I am aware other users have submitted tickets specifically concerning DRM/online requirements in No Man's Sky. In fact iirc at least one of these tickets was from last month going by what the user said here in the forums. To my knowledge, staff has not posted in the thread where users have discussed (at length) this issue with No Man's Sky either. When should they expect an answer?
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chandra: We've reached out to the developers in regards to this and I'm looking forward to bringing you a more concrete update soon.
Great! Finally some good news after all the bad news and silence of the past weeks. Thank you for talking to us!

But you might want to post that in the relevant thread too: https://www.gog.com/forum/general/no_mans_sky_isnt_fully_drmfree
Posted October 15, 2020
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rjbuffchix: First, thank you for your responses in this topic!

I have not submitted a ticket on this issue myself but I hope you see this post: I am aware other users have submitted tickets specifically concerning DRM/online requirements in No Man's Sky. In fact iirc at least one of these tickets was from last month going by what the user said here in the forums. To my knowledge, staff has not posted in the thread where users have discussed (at length) this issue with No Man's Sky either. When should they expect an answer?
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chandra: We've reached out to the developers in regards to this and I'm looking forward to bringing you a more concrete update soon.
Awesome! Thank you for this response! I like this post of yours much more than I liked the reddit comment about the new store in Galaxy :) Here's hoping there is a good resolution for us all soon.
Posted October 16, 2020
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chandra: We've reached out to the developers in regards to this and I'm looking forward to bringing you a more concrete update soon.
That's amazing. Do you see what just happened? Before being able to read this everybody was thinking that GOG does not even care about the fact that No Man's Sky is not completely DRM-free even for Single Player anymore. Now, with this small sentence we know that this is not the case. GOG does care and is trying to fix thing. Completely different situation right now ... that's why the silent treatment in most cases is a bad idea and communicating with the customers - as long as it is legally possible - is a good thing. :)
Post edited October 16, 2020 by MarkoH01
Posted October 16, 2020
Yes, it's encouraging to see that GOG are looking into the issue and have made a statement regarding the matter. Hopefully they can work with Hello Games to find a solution that allows the developers to achieve what they wanted in a way that also meets GOG's DRM-free standard.
Posted October 19, 2020
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rjbuffchix: First, thank you for your responses in this topic!

I have not submitted a ticket on this issue myself but I hope you see this post: I am aware other users have submitted tickets specifically concerning DRM/online requirements in No Man's Sky. In fact iirc at least one of these tickets was from last month going by what the user said here in the forums. To my knowledge, staff has not posted in the thread where users have discussed (at length) this issue with No Man's Sky either. When should they expect an answer?
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chandra: We've reached out to the developers in regards to this and I'm looking forward to bringing you a more concrete update soon.
Any reply from Hello Games, Chandra? Please keep us updated.
Posted October 20, 2020
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ponczo_: Hey!

We are very sorry for the delay, we are still overwhelmed.
I have personally answered your message.

Windforce > Your request is being investigated. Please expect an answer from us soon.
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GeraltOfRivia_PL: 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 :)
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Breja: 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.
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GeraltOfRivia_PL: They are a small company. They have maybe 20 employees? Give them a break. They are people just like you
They're a lot bigger than that. I personally catalogued at least 30 people who work at GOG who had been a part of the development team for Galaxy about 5 years ago. There is also a thread in the forums here that lists the names of all known "blues", who are GOG employees that have spoken in the forums over time. Some of these people have moved on to other jobs etc. but the list is still around. Not sure what the total number of employees is but unless they've had mass layoffs (which should be public info since they're a publicly traded subsidiary) then they should still have a decent staffing.

The problem is that COVID has shaken up the way all businesses do business, with working from home remotely, not having infrastructure in place to handle such things, alleged increased demand for games while there is an increase in people not working, causing an increase in support demand.

Once they start selling Epic Games store games soon they'll probably be able to afford to hire new people to work in support, everyone just needs to be a little patient for now due to hard times.
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This is my favourite topic
Community
General discussionNo support. Staff ignoring messages.(65 posts)(65 posts)
(65 posts)