First: e-mail is the only way to contact support. Sure, sometimes someone working at GOG sees a thread like yours and tries to help you out but I wouldn't bet on it since the forum is not a support channel.

Second: What is the problem with the code? Can't you activate it because you don't have the Witcher 3 on your account or because the code was already used? You seem to claim both, apparently. Which one is it? THe first would be perfectly normal and the only fix is to get The Witcher 3 on GOG. The second would mean that Gamestop defrauded you by selling the same code (at least) twice. Well, it would be fraud if that was intentional. If it was a simple error than they own you a code that hasn't been activated yet. In other words you need to talk to Gamestop, not GOG.

Third: What do you expect GOG to do? Refund you when they have never gotten money from you? Your contract is with Gamestop, not GOG. They have your money and they are the only ones who can pay it back.

Fourth: GOG support is actually pretty good. Sure, it's possible to have a negative support experience as well but these are more the exception than the rule. It's still one of the best support departments in this business. You usually get a reply within 1-3 business days. Have you ever tried the Humble Bundle support? You are lucky if you get a reply from them in less than 2 weeks.

Fifth: Even though GOG support is pretty good they don't have 24/7 support. Meaning they only work on common business hours and they don't work on weekends. Since you live in the US you should add one day because of time zones. GOG is situated in Europe and I'd be surprised if the time difference isn't 9 hours or more. In other words, when you get up to go to work they leave work to go home.

Sixth: GOG support is pretty swamped at the moment because of the big sale that is going on. So do expect them to take a bit longer than usual.


But having said all that: How come you don't have the Witcher 3 on your GOG account? Did you buy the game on Steam? Then you should have gotten the Steam version of the Expansions since they are the only ones that will work with the Steam version.

If Gamestop didn't make it clear to you that you are buying a GOG code and not a Steam code then it's their fault. If they did tell you and you didn't know that GOG has nothing to do with Steam and that a GOG code is useless for people who have the game on Steam then it's your fault because you didn't properly research what you were buying.

But all other places (Origin, Amazon, Humble Store, etc.) sell GOG codes for the Witcher 3. So if you didn't buy the game from Steam you should have it on your account.

Or did you buy the retail game on disc? If that's the case you should simply reclaim the game on GOG. The retail comes with a GOG code that is usually at the back of the manual.

I have not, I will give that a go during the week.

I think I will also make a trip to Gamestop tomorrow and have a chat with a few folks as I've become less and less pleased with how they handle DLC codes, and especially this one.

With the other codes it tells you right on the page that it's a steam code or blizzard or whatever, and that you need their client for it to work. They also tell you that the base game is required in said client.

The "warning" for the Witcher 3 DLC is very generic and does not say at all that the base games are even required to play (I know they are, but in the other games that is mentioned quite plainly). It only mentions that "GOG Client is required to install and play".

I'm starting to think I should just do a chargeback and be done with it. Might take a month, but it's seeming like the easier solution.

Which is pretty funny because the client isn't required at all. GOG only made a client to reach out to people who like the convenience of one click downloading and installation but since the core clientele of GOG are people who prefer to have more control over their computer and don't like clients which restrict said control all games available on GOG can be downloaded from the webpage in the form of offline installers.

It is a generic download that works like a physical copy. You can put the downloaded installers on an external harddrive, a USB-Stick or burn them to a few DVDs or a BluRay and install from them if you like. There is no copy protection whatsoever. That (no copy protection on games bought from GOG) is also GOG's main selling point.

However, the version sold here doesn't work with the Steam version. To make sure you have compatible versions you can only reclaim a GOG code for a DLC if you also have the main game on your account. Support can't really change that.

I've heard he found one...

Fortunately, I've only had positive experience with customer service so far. Then again, all of it concerned payment issues and not actual game-related bugginess.

Two or three years ago there were two instances of me being double-charged due to browser/server wigging out while making a purchase and they took care of it lickety-split. And a few days ago I requested a refund on an in-dev title - first time and last time I will be doing that, too (buying an unfinished game, that is). I contacted support the night before, and in the morning I had the refund as store credit in my account.

Oh okay, makes sense!

Hi, Welcome to GOG!

GOG employees monitor the forums and will try to help if they see someone having a problem that is not resolved, however the GOG support link is the official way to get support from GOG. Under normal circumstances GOG responds to support queries in 48 business hours or less, meaning Mon-Fri business hours in Poland. They also apparently have a skeleton crew working the weekends however the majority of support occurs on business days. When counting the days it has been since a support request, generally do not count Saturday and Sunday.

When they have a big sale promo on or other major event occurring such as right now, they get higher than usual incoming support queries and it may take longer to respond to everyone as a result. Generally support queries are queued and handled in-order so they will normally get to everyone as soon as they can. They're human too though and occasionally a support request might fall between the cracks unintentionally. Usually a follow up query will resolve that but contacting a GOG employee privately or in the forums here will often help to raise the issue to someone's attention quickly.

GOG has some of the best customer support in the industry, so be patient and they'll most likely be able to help you as soon as possible. I've personally used GOG support a few dozen times now over the last 4 years with everything ranging from website problems, problems with orders, problems trying to install a game and/or get it to work or work around some game bug or glitch, and various other issues. The majority of the time they've responded in 24 hours or less, sometimes even via Galaxy chat, but almost every request was handled in 48 business hours or less. I've only had one issue take longer than that I think, and they were very courteous in sorting it out.

Hope this helps.


Update: I just read more of the thread and notice that you didn't actually buy your game from GOG directly. It's important to note that GOG does not authorize other retailers to sell their game codes, so the only store to buy legitimate GOG Games from is directly on gog.com. Nonetheless, several 3rd party retailers engage in the shady business practice of buying GOG game codes from the black market, which is an unauthorized way of obtaining codes that violate GOG's terms of service. These 3rd party retailers generally do not provide proper customer support in doing so and may in fact rip the customer off by selling them invalid game codes etc.

Always buy your GOG games from the only legitimate source, directly from gog.com

Oh they're very helpful and friendly if they are actually able to help you. I fixed all of the problems I had with my games myself except for Outlaws which had a known bug. Other than that I fixed the issues while GOG was still scratching their heads and taking a week to get back to me each time. Their service straight up sucks.

Mmmm, yeah, Customer Support Mia. She's hot. Customer Support Ludmilla, not so much.


As someone who has done remote and on-site support for the past 21 years, I feel compelled to respond.

That shit ain't easy. Even in the relatively closed mechanical systems with proprietary software that I deal with, there are still problems that pop up that cause me trouble. Part of it is trying to get the customer to describe the problem adequately. Another part is getting them to follow instructions. Yet another comes from changes that the customer made. And sometimes they just have a really oddball problem.

All of those are relevant to what gOg is trying to accomplish with their support. Yes, they give blanket responses to a lot of problems. That's because a lot of problems have similar root causes. Not always, but a lot of times. I do the same thing when a customer calls with any number of problems: when does it happen, what happens when you do this, what have you tried, have you made any changes recently, etc. Given that gOg are dealing with old games to which they likely don't have bits and bytes access, running on one of a half dozen likely OSes, with an enormous number of possible hardware and software combinations, it can't be easy doing what they do. And sometimes they won't have a solution for your particular problem / configuration. And at least I'm dealing primarily with native English speakers. gOg are working with people all around the world, so the language barrier should also be taken into account.

Every once in a while a customer will get back to me to tell me the solution they found, and sometimes it's not what I suggested. Not having direct access to their particular machine I usually have to make educated guesses after standard troubleshooting steps. And sometimes I'm wrong. It happens. Does my support suck? Ask the customers whose machines are working. Is my record perfect? Goodness, no. That's the goal, of course, but it's an unattainable one.

Ditto gOg. It's not easy, they're not the developers, and they do the best they can.

I feel compelled to respond in kind. :P
oldsxcool is bitter and unreasonable. You'll see my post up a bit in the page explaining what happened with him.

Even so, remote tech support isn't easy, and it absolutely relies on the customer's ability to describe problems and perform the troubleshooting steps. Bitter or not, one should understand that some customers are going to experience unresolved problems with PC software on PC hardware running within a PC OS. Sucks when you're that customer, of course, but there's a reason:

PC = a bajillion possible combinations.

Oh hey, Geralt, nice to see you post in the forum. We have a problem with people playing your new game (Witcher 3) in which you star. They seem to think that GOG.com and its general forum is only about Witcher 3 and they post their problems like they don't care. Could you please herd your flock? Else we're going to have to start chastising them.