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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?
Post edited October 13, 2020 by jdavidgea
The support is in "degraded" mode since this whole Covid thing started but I would say 5 days is a little long, hopefully posting on the forum will help somebody from staff noticing it.
Did you check your emails?

Seems they sometimes send a confirmation request that you have to confirm, otherwise your ticket will be closed.

Also trying to contact them on Twitter is probably a waste of time - the social media team (?, person?) is not part of support.
I contacted the support on 6th October 2020 and have not received a response till today. Status of my request is still open.
I understand that a response takes longer because of Covid 19, but one week or more of processing time is really too long.
Post edited October 13, 2020 by Windforce
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toxicTom: Did you check your emails?

Seems they sometimes send a confirmation request that you have to confirm, otherwise your ticket will be closed.

Also trying to contact them on Twitter is probably a waste of time - the social media team (?, person?) is not part of support.
I just needed at least a confirmation that support has a lot of work and an estimated time to recieve an answer. Having no communication at all when they "sell" 24/7 support but are unable to give an answer in 5 days should be something that the social media team should be aware and able to inform at least.
Support is pretty much non existent ; except if you have payment problems, then they would gladly help you to spend some (more) money! Pun intended! ;-)
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toxicTom: Did you check your emails?

Seems they sometimes send a confirmation request that you have to confirm, otherwise your ticket will be closed.

Also trying to contact them on Twitter is probably a waste of time - the social media team (?, person?) is not part of support.
Yes I got an automatic answer after the first 24 Hours but silence afterweards. I did even opened a second ticket to check that the problem was not a temporary problem or a problem by my end. The same result. Automatic answer 24 Hours later and silence after.
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GlorFindel: Support is pretty much non existent ; except if you have payment problems, then they would gladly help you to spend some (more) money! Pun intended! ;-)
It's a payment problem but in this case I've already paid a game... but no game after payment collection.
Post edited October 13, 2020 by jdavidgea
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toxicTom: Did you check your emails?

Seems they sometimes send a confirmation request that you have to confirm, otherwise your ticket will be closed.

Also trying to contact them on Twitter is probably a waste of time - the social media team (?, person?) is not part of support.
avatar
jdavidgea: Yes I got an automatic answer after the first 24 Hours but silence afterweards. I did even opened a second ticket to check that the problem was not a temporary problem or a problem by my end. The same result. Automatic answer 24 Hours later and silence after.
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GlorFindel: Support is pretty much non existent ; except if you have payment problems, then they would gladly help you to spend some (more) money! Pun intended! ;-)
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jdavidgea: It's a payment problem but in this case I've already paid a game... but no game after payment collection.
I hear you friend and am very sorry. I hope they contact you soon.
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jdavidgea: "
It's a payment problem but in this case I've already paid a game... but no game after payment collection.
I had a similar issue at the end of September (tl,dr: support solved the issue in three days). I googled for a solution, ultimately decided to contact support for the first time, but I contacted support, I think, 7 days after the purchase (I wasn't in a rush, thought to see if the issue will go away by itself).

I hope this helps you in some way.

Funds were deducted from my card and I received an email receipt, as usual, but no games and the order was not showing in the Orders History page on GOG site. And previous purchases from that day went through with no issue.

I wrote a ticket (again, 7 days after the purchase), I elaborated as much as I could, included dates and so on. I even attached a screenshot of receipt I received in my mail.

Got an automatic answer first, with "I got charged and did not get my game" as a suggested solution, to which I replied no, because I knew funds from my card went through, according to my bank, and the purchase included full games, not DLCs.

The next day I received an email "We’d like to let you know that your ticket (#Ticketnumberwashere) is currently being processed, and one of us will get back to you as soon as possible."

And day after that a support agent contacted me with an email and, that was it, games were in the library.

Regards.
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jdavidgea: "
It's a payment problem but in this case I've already paid a game... but no game after payment collection.
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McFirson: I had a similar issue at the end of September (tl,dr: support solved the issue in three days). I googled for a solution, ultimately decided to contact support for the first time, but I contacted support, I think, 7 days after the purchase (I wasn't in a rush, thought to see if the issue will go away by itself).

I hope this helps you in some way.

Funds were deducted from my card and I received an email receipt, as usual, but no games and the order was not showing in the Orders History page on GOG site. And previous purchases from that day went through with no issue.

I wrote a ticket (again, 7 days after the purchase), I elaborated as much as I could, included dates and so on. I even attached a screenshot of receipt I received in my mail.

Got an automatic answer first, with "I got charged and did not get my game" as a suggested solution, to which I replied no, because I knew funds from my card went through, according to my bank, and the purchase included full games, not DLCs.

The next day I received an email "We’d like to let you know that your ticket (#Ticketnumberwashere) is currently being processed, and one of us will get back to you as soon as possible."

And day after that a support agent contacted me with an email and, that was it, games were in the library.

Regards.
It's the same scenario but I have yet to have any form of human answer from anyone from GOG and it's been 5 days already.
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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?
Depends on what the topic is. Support will outright ignore all questions regarding DRM. So if your problem is, that some update added DRM to one of your games and you would like to have that removed again, Support will ignore you.

Probably because that 'accidental' addition of DRM wasn't an accident, but intentional and condoned by GOG.

Also, generally problems with the offline installers will have a way lower priority than problems with Galaxy. Almost as low as fixing problems of the forum software. ;-)
I think they are busy providing support to Epic games =))
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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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.
Thank you very much for your help.
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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.
This answer was helpful. I now understand what happened but I can't say I'm satisfied with the result.
Post edited October 13, 2020 by jdavidgea