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General discussionWhere is the support team?(11 posts)(11 posts)
(11 posts)
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This is my favourite topic
Posted October 10, 2020
I've been trying to buy this game with my PayPal account, Deus Ex: GOTY, but each time I tried to do so it came up with the error about my payment method could not be verified, so I contacted support via an email about this in hopes to get it resolved. I've had no reply, so I tried adding wallet funds to my GoG account and for some reason I was able to successfully do that. In thinking I had found a solution before the support team has replied, I tried to purchase the same game directly with my new wallet funds, only to end up meeting the same error message. So wtf? Now I have to reach out to the support team to get my refund and wonder where the heck they are. I know we're dealing with a pandemic but seriously wth? Where the heck is the support team? I missed the deal for the game due to a lack of fast response [which is a minor gripe] and now I need a refund, as well as answers to why I am not able to make any purchases with my GoG account whatsoever. Has my account been locked from buying games accidentally by the system, or is it just me and no one else has been having this issue?

I've rooted for GoG in the past for being great with their refund policies in the past, but I've never gotten a reply once from their support team through email, far as I know. This isn't the first time in the last few years I've had this issue specifically with my account after all, so I'm starting to reconsider how much I like GoG.
Post edited October 10, 2020 by Jreidariux
Posted October 10, 2020
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Jreidariux: I've rooted for GoG in the past for being great with their refund policies in the past, but I've never gotten a reply once from their support team through email, far as I know. This isn't the first time in the last few years I've had this issue specifically with my account after all, so I'm starting to reconsider how much I like GoG.
If your email have been going without replies over the past year, please note: They now send confirmation emails for most if not all support tickets.

Once you send the ticket, you need to go to your email account and reply to their confirmation email stating that you do want help with the ticket/issue, and for it to be taken care of.....or some similar sort of reply. If you don't reply to their confirmation email your ticket will possibly not be replied to or taken care of.

Hope this helps.

(Also in the email will be a link to the support ticket you made at their support site, where you can add info to the ticket directly or check on it's status)

----

Sidenote on your issue: You might've bought too many things with your account recently and tripped the fraud system(which limits the amount of games one can buy per day), or there might be a problem with gog and/or paypal atm.
Post edited October 10, 2020 by GamesRater
Posted October 11, 2020
I don't know how I could have triggered the fraud system if I haven't bought any games at GoG, and I have responded to the automated response emails before saying that I've needed help before. It absolutely makes no sense to me. I'd say there's an unknown problem with my GoG account because I've not done much with this account. The only thing I was successfully able to purchase was wallet funds, but I could not purchase any games nor DLC before nor after the fact which boggles my mind.

I find it quite ironic, the community is more ready and willing to respond to me, and yet I cannot for some reason get any contact from the support team which makes me not feel like a valued customer by GoG. So I actually appreciate someone in the community, while you may not be able to do much about my situation, taking the time out of their day to answer this question to the best of their abilities. Thank you. I have my doubts GoG will ever respond unless enough people get their attention to this and wake them up to the fact they need to do a better job, prove they're better than Valve with their support. GoG shouldn't get lazy just because their refund policies and all are more consumer friendly. The policies may be better but that doesn't mean the job is done.
Posted October 11, 2020
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Jreidariux: I don't know how I could have triggered the fraud system if I haven't bought any games at GoG, and I have responded to the automated response emails before saying that I've needed help before. It absolutely makes no sense to me. I'd say there's an unknown problem with my GoG account because I've not done much with this account. The only thing I was successfully able to purchase was wallet funds, but I could not purchase any games nor DLC before nor after the fact which boggles my mind.
Hmm, this is a tough one....did you perhaps use paypal? Sometimes paypal acts up.

As for support, in the email gog sent you should be a link/url. That link/url will lead to a support page where you can check the status of your ticket(if it's still being worked on the status should read "open").

If you could check the status of your ticket i'd appreciate it(it could possibly help me or others who might read this thread narrow down what could be wrong with your game purchasing and/or support).
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Jreidariux: I find it quite ironic, the community is more ready and willing to respond to me, and yet I cannot for some reason get any contact from the support team which makes me not feel like a valued customer by GoG.
Not defending GOG with this, but I am guessing support might be overwhelmed with tickets atm.
(They have likely been getting a bunch since introducing the new refund policy)
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Jreidariux: So I actually appreciate someone in the community, while you may not be able to do much about my situation, taking the time out of their day to answer this question to the best of their abilities. Thank you.
Not a problem.
Posted October 11, 2020
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GamesRater: Not defending GOG with this, but I am guessing support might be overwhelmed with tickets atm.
(They have likely been getting a bunch since introducing the new refund policy)
I am waiting for refund too, and have an obvious suggestion.

Dear Gog (not that dear, promotions are very kind : )

Please do ask for help/hire/employ more people to deal with customers/public relations on forum/games issues.

I know that people are applying for jobs at gog.com and are willing to help/work from homes.
Honestly, customers/forum need you, if there is CD Project Red to help a company to survive, please
create a CD Project White/Blue team to help survive users, this forum and noble goglodytes.
Policy of not talking with customers on forum is misguiding. Without you we don`t know where we are going.
You are beautiful people, show your presence, collect ideas and suggestions, create questionnaires and talk on forum : )
Lots of love ^
Post edited October 11, 2020 by user deleted
Posted October 11, 2020
low rated
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Seb7: Please do ask for help/hire/employ more people to deal with customers/public relations on forum/games issues.
Good post and ideas.....except for one slight "hiccup": GOG near exclusively only hires people living in Poland, or who are willing to relocate to Poland.....with very few exceptions(one such exception being the community moderators, but their job seems to be mainly cleaning up spam and other bad posts). :|
Post edited October 11, 2020 by GamesRater
Posted October 11, 2020
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Jreidariux: I've been trying to buy this game with my PayPal account, Deus Ex: GOTY, but each time I tried to do so it came up with the error about my payment method could not be verified, so I contacted support via an email about this in hopes to get it resolved. I've had no reply, so I tried adding wallet funds to my GoG account and for some reason I was able to successfully do that. In thinking I had found a solution before the support team has replied, I tried to purchase the same game directly with my new wallet funds, only to end up meeting the same error message. So wtf? Now I have to reach out to the support team to get my refund and wonder where the heck they are. I know we're dealing with a pandemic but seriously wth? Where the heck is the support team? I missed the deal for the game due to a lack of fast response [which is a minor gripe] and now I need a refund, as well as answers to why I am not able to make any purchases with my GoG account whatsoever. Has my account been locked from buying games accidentally by the system, or is it just me and no one else has been having this issue?

I've rooted for GoG in the past for being great with their refund policies in the past, but I've never gotten a reply once from their support team through email, far as I know. This isn't the first time in the last few years I've had this issue specifically with my account after all, so I'm starting to reconsider how much I like GoG.
Since you added the funds via the wallet I'm going to assume the funds actually came out of your bank account. If so, and you are still getting this error have you tried using a different browser? If not, then I'm wondering if it may show that you have the funds but erroring out because it could not actually take them from your account. Which case this may be an issue with your bank or card.

At any rate, I'll see if I can get a GOG staffer to take a look at this issue. Thank you.

EDIT: When you check your ticket (which you can find a link for in the email sent to you), does it say "open" or "waiting reply". If it doesn't say open then you have to reply to trigger the system to alert GOG.
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GamesRater: Good post and ideas.....except for one slight "hiccup": GOG near exclusively only hires people living in Poland, or who are willing to relocate to Poland.....with very few exceptions(one such exception being the community moderators, but their job seems to be mainly cleaning up spam and other bad posts). :|
Do note, community moderators do not actually work directly for GOG. It's a volunteer position. Thank you.
Post edited October 11, 2020 by user deleted
Posted October 11, 2020
Hey! I see that you already received a reply from us :)
As for the missed promotion, do not worry. Please reply to your ticket and tell the agent about missed offer and we will figure something out!
Posted October 11, 2020
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GameN16bit: Do note, community moderators do not actually work directly for GOG. It's a volunteer position. Thank you.
Apologies if I didn't say it correctly, but this is in essence what I was trying to say: most if not all paid positions at/with GOG have to live in or move to Poland afaik, with the exception of volunteer positions like CMs. :)
Posted October 11, 2020
Thanks folks, it seems staff actually looked into the ticket and I'm honestly surprised. While I may not have the time to read all of the responses, I apologize if I came off as rude or condescending. Things are pretty heated in the US right now and trust with corporations is low with me.

I'd also like to apologize in assuming the system at GoG was broken. There's a clause about gifting games that I wasn't aware about, that my account has to have made a purchase(s) that were worth USD$10 or more within the past three (3) months.

As for missing the discount, I suppose that's okay, it's not a big problem for me anymore. Thank you folks. I guess GoG isn't bad nor lazy after all.
Post edited October 11, 2020 by Jreidariux
Posted October 11, 2020
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Jreidariux: As for missing the discount, I suppose that's okay, it's not a big problem for me anymore. Thank you folks. I guess GoG isn't bad nor lazy after all.
I'm just glad to hear you got it worked out. Have a good one. :)
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This is my favourite topic
Community
General discussionWhere is the support team?(11 posts)(11 posts)
(11 posts)