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.

I know, I don't have your troubles, but I still post a remark.

I found a financial report, and found one for CD Project,
which founded gog.com. I couldn't read it.
Read on a webpage, that they made 10 millon profit, after taxes
with Witcher 3.

For gog.com I could not find a financial report, nor can I say,
how much gog profits from that profit.

Myself, send a couple of requests to the support, and two of four,
the half, got answered, and answered quickly.
Wasn't about money, and I found the solution in the forum,
before I got an answere.

That it's easier to refund on the account, than to haggle with the
creditcard companies is probbably true, but shuldn't be a problem
for an international company.
So, not my problem.

My point of view, and that is, why I am probably a bit more patient, is
the abandonware point of view.
Lot's of pages for abandonware, and great problems with distributing
copys of floppy games, games which are not supported by hardware anymore,
and such.
I don't know how gog is affiliated with abandonware pages, but you often find a
link buy it on gog.
The advantages are clear. Guarantee, that the game will run on the listed operating systems,
support, immediate answere or not.
The advantages for gog, revenue.
The prices, especially for old games, the ones I bought and play are very reasonable.
You don't want me to tell you how much problems with some games I had, trying to get them
to run. No problems so far with gog, about 30 games installed, about three problems with
running the game, always found, or got the anwere. For a dollar ten the game, great.
(do you know where I get a copy of day of the tentacle with the intro?)

I hope, the abandonware page, and their operators will profit from gog, too.
They too, have and had great strain and exertion to bring games, which are not sold
anymore, which have no support, to people, who played them in their youth.
As example to the strain, the six exemptions to the copyright law, section 1201.
(the fourty+ year old will anyway pay 10 dollars to not have to fuss with computer problems.)

Hope this thread gets read
Eric the Half a Bee

And, if you want to buy another game on gog, reconsider. (it's a trick)
If you don't, you know what to do.

I agree anything more than 1 to 2 business days to hear anything gets my goat. As we've seen, GOG's support response time takes a hit when the sales happen. I think some of their ticket load is likely self-induced ala GOG Connect, freebies not arriving, and the like. Good to see they are responding. I think you'll get that full refund in the end with a little patience.

Now HumbleBundle. I had a support ticket take eight (8) business days for the first response and every response thereafter took 24 hrs. In the end, it took another week of back and forth before things settled. Right now, GOG's response is looking favorable. Just not stellar as they have in past reported instances.

Best of luck!

I can't defend GOG's support that much but.. am I the only person nowadays that doesn't expect\demand a (first) reply under 5 work days when contacting ANY service? (even Apple)
O_o

You are so used to queuing in line in Italian bureaus for many hours or even days, so you feel it is normal.

US and UK consumers feel more entitled, there the customer is the king. If you spill one drop of Starbucks coffee on your lap, you are entitled to free coffee for the rest of your life and 1 gazillion dollars for damage and new trousers.

Have you ever tried to get anyone working in an Italian bureau fired because they said "culo!" to you? Fat chance. But if you work in US/UK customer service and just innocently say "darn", you'll get automatically fired.

No need to apologize. Everything is fine. GOG's support probably gets slower during sales. That would make sense to me.

Here in Italy the situation is absurd, but I'm speaking in general.

Where there's an entitled customer, often there's an underpaid overworked employee that gets unfairly reprimanded.

I prefer that people were reasonable..

That's not true, customer service and tech support here in the states is just as awful these days. Lots of entitled folks with not enough training or knowledge, and no one paying them enough to care in the first place. It's bad all over the globe.

"Entitled customer"... ahh good times. Geographic stereotyping at its best.

The end of the discussion here is sale, no sale, doomsday or moon crashing into the Pacific, poor support is poor support.

The wording on the support page is so non-committal for both weekdays and weekends that one is left with no clue as to when to expect a reply, and when to consider their ticket overdue. Not a good starting point, imo.

And when tickets are not addressed in a timely fashion, we get justifications like "overwhelmed with tickets for TW3", "swamped with tickets about Gwent", "it's the summer/winter/whatever sales". I always roll my eyes when I read these, for the simple reason that all these things are planned well ahead of time, and neither are GOG's first rodeo, so one would expect them to fair better by now.

Sad truth seems that GOG's just not ready for the size of userbase they have, and if they don't make some changes, they'll always be behind the ball as it keeps growing. But people seem to accept that it's relatively ok, just because it's video games we're talking about.

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.