Hi,

I was just wondering what the standard response time is for GOG Support?

I posted a support ticket 4 days ago, expecting a response within 24 hours like it says over on their help page / refund policy page...but there's been no response.

Starting to get pretty annoyed to be honest, and it's making me go past the point of wanting to try and resolve my issue and just insisting on a full refund instead.

EDIT : -

So yeah, got a response at 11am this morning giving me troubleshooting tips with a lame apology and an offer of store credit.

I replied 2 hours later, after trying the troubleshooting which was unsuccessful, and asked for a proper refund, like it says on their refund guarantee page.

No response back yet.

So like do another 4 days have to pass before I get another response or what? Surely when a guy is assigned your case then that's his job to monitor it and reply promptly? Surely, they have a limited caseload until the tasks are cleared? Surely, he would want to resolve this case which is a fairly straight forward refund issue so he could move on with the supposed "overwhelming amount of work" they have on?

Man, I don't wanna be "that guy" but this is just bad customer service.

FINAL EDIT :-

Ok, final update. They refunded me in the manner I asked for. No more messing about.

In total 6 days from support request to resolution (with a further 5-7 days waiting for refund to clear). I've only ever had one game refunded before but that was through Steam and I have to say it a far simpler, far quicker affair and was resolved quite literally within 24 hours. Like, I had my money back in my account after 24 hours.

So...I still have to say GOG response time leaves a lot to be desired.

This shouldn't be taken to mean that their support is ineffective. I got 2 messages from their support rep (albeit a day apart). First one offered the store credit + troubleshooting advice (which I did) and the second one confirmed the full refund.

So for actual service I'd give them 8/10 but for speed and promptness of replies I'd give them 3/10.

2 days were in the weekend, though.
Btw the support speed & usefulness varies.. you have to be patient here on Gog.

There's also a priority system. They're probably working on other support requests before yours. Cogs of bureaucracy and all that, something a Brit like you should be more than familiar with.

whats the issue?

Ping a blue(GOG staff) may help you a bit.

One of my GOG Support ticket took 19 days to get the very first response.
My another GOG Support ticket took 5 days to get the first response.

My most recent one (during this Summer sale) got its response and solved within 24 hours.

How do I do this? Ping a staff member I mean.

---

To the poster above, I bought Everspace and after 5-10 mins of gameplay I get a CTD. No error report. No log. Just straight to desktop.

Yes, I'm using the latest Nvidia drivers as well as the correct version of DirectX.

This kind of thing quite literally never happens to me. I'm a bit of a PC enthusiast and if it was purely an options / driver issue then I would be able to sort it out.

It's my suspicion that the game just doesn't like something in particular in my rig / setup.

Find an active GOG staff on the forum and notify him/her. (forum posts of GOG staff have blue text.)
You may use
https://www.gog.com/account/chat
or
mention @(the-GOG-staff-ID) in the forum.

Appreciate the tip. I'll give them another day or two I guess because as the man above says, I am British, I know how to queue.

Still...I also know that "shy bairns get nowt".

@fables22 Unless by chance someone is listening ;P

The standard response time is not known. Some people report quite long times but then the number of these occurences is probably biased because those getting a speedy solution are unlikely to report here. GOG support knows but they don't tell. It might be you are on outlier. That doesn't help you but then again, just because they didn't answer you, doesn't mean they answered others equally slow.

I would just insist on a full refund and be done with it. Also consider not using GOG anymore if their support is that slow. On the other hand, please be careful with the full refund, if I remember correctly, you have to give them the chance to get the game running before (if you downloaded it before, which I assume). This might include some more waiting time.

You did look in the subforum, naturally. https://www.gog.com/forum/everspace At least one occasion of crashing that was solved spotted among the latest threads.

Hate to say it, but I'm not very satisfied with GOG support at this point.

I've purchased Disciples 2 Gold here, and wasn't able to get it to run properly - crashes, framerate issues (no, I'm not using a potato PC). Having tried all the solutions listed on GOG.com, as well as other forums like Steam community, I achieved no results, so I've asked for a refund on the 8th of June. No reply came for 3 days, so I registered another ticket with the same request on the 11th.

I work in customer support myself, and not replying to a customer request for more than 24 hours is the kind of thing we would have to apologize for, both to the customer, and our manager, because it would make the whole company look bad. I hope I am wrong here, but it seems like refund requests are deliberately delayed, so that GOG doesn't have to get our money back ("well, the 30 days have passed, tough luck").

If somebody could explain how to chat with an active support team member, I would appreciate it greatly. Just registered here a week ago, so I apologize if this is a noob question.

Gog support is often slow. Especially during weekends and sales. But for the refund, it only matters when you created your ticket, not when they respond. So if you created it in the timeframe of 30 days after buying the game, you are fine.

Thanks moonshineshadow, this is good to hear! Have a great day!

As the chap above me said it's fairly standard that if you put in the request you're "locked in". You can't control how fast GOG responds (as I have discovered) and therefore don't have to worry about the "30 days" timeframe.

I mean, no company in the world would get away with just delaying customer service for 30 days then going "Oh, I'm sorry, your 30 days have passed!". It would be a trading standards nightmare.

At this stage for myself I'm looking at it as the longer they take to respond, the less crap I will have to put up with to get an actual refund. I mean I'm doing literally everything I can to get in touch, but no dice.

GOES OFF TOPIC:
The police can get away with just that :-( Oh sorry we were so slow investigating this case but now the suspected crime has been prescribed anyway....case dropped.