I bought the game and was surprised that this game didn't have the latest patch while the steam version has. So I contacted customer support but without any reply about the situation. So I decided to get refund and bought the game from steam. The same time I have contacted customer support to ask a refund and nobody reply back. So few days after I tried to reach them via Facebook. Next day I noticed that message was readed but nobody reply back. Several days later I wrote several more emails (contact forms) to them but nobody replying to me at all!!! What should I do??? What a garbage company is this. That was the first and last time I bought something abroad the steam.

Ok, bye

The patching delay for some games is indeed annoying and support is kinda slow, but calling Gog a "scam" is exaggerated..
Btw don't download the game or it will be harder to get a refund.

Space Rangers HD, the patch was released on Steam on 11.11.2019
And it's most likely like you said, dev's/publisher's fault
https://www.gog.com/forum/space_rangers_series/wheres_the_latest_patch/post4

Yes, does look odd. As I said though we are second class citizens here due to steams monopoly. Hold be the devs, could be gog, could be the patch has things untoward (say for instance if it was adding microtransactions), we just don’t know. Gog support will ha doe it.

While I don't think GOG is a scam, still I beg to differ.

It has never been my experience that "support are generally quite helpful and fast to reply". When I need something done, I have the private email addresses of a couple of GOG staff members and they help me quickly and willingly. On the other hand, practically every time I have opened a ticket (not often), reply was extremely tardy to arrive, if at all. Case in point, I have opened a ticket on 30 December 2019 --- two weeks ago --- and haven't got any (non-automatic) reply yet.

As for games not being updated, that's a major issue, in my opinion. That's why we have the "Games that treat GOG customers as second class citizens v2" thread, and that's why we probably should also have a "Games that treat non-Galaxy users as second class citizens v1" thread.

GOG knows that some of the games it sells are grossly out of date, yet it does not warn customers about it beforehand. A serious company would at least put a disclaimer on game pages of games with long overdue patches.

I have put in a few tickets, and found them quite fast and responsive. Maybe you have to catch them right, your in a different time zone for instance. So can’t really complain on that.

I agree with you on the games without patches, I really don’t see it changing though. I doubt GOG is even the second or third thought platform (steam, epic, humble?). And it’s very hard for gog to go back to devs and force them to provide things.

Unfortunately the OPs attitude of going back to steam really validates that, where a standpoint would be to not buy it at all or get a refund based on missing patch (which they are trying to do) and not buying steam.

Your assumption is that it's always the developer's fault. This is not borne out by the fact that there is a sizeable number of games where the offline installers are much older than the galaxy ones.

No, I don’t assume that, I am talking only about the ones where this is the case as it has been identified as being the issue in this case.
When it’s otherwise, such as with galaxy, that is another thing.

I understand.

I also understand the OP. I don't think a first-time customer should be expected to do this kind of research before buying a game. If GOG doesn't want new customers to go to Steam, perhaps they should be adult about it and warn potential customers before buying a game that they know is grossly outdated. Until they do, perhaps they're not a scam, but they're skating awfully close to it.

It is also about customer expectations, gOg is a store front, and if you are not a gOg fanboi, you expect a store to deliver the gods you pay for in good conditions. gOg sells this product, and as an end-user you would expect to get the "best" product for your monies, no matter where the fault is. The perception of gOg as a scam site does not improve by saying "well, it is the publishers fault", it then just gives the perception that gOg is happy and knowingly to sell "bad" product, i.e. a scam site

Late / no response from support does then not help

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"I bough this bread here yesterday, but it was stale"
"Yea, but it was the bakers fault, he deliverd it 2 days late".
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They have to support thousands(if not more) people all the time....and they likely get a ton fo tickets....so of course they'd likely fall behind at times of high(ticket) traffic.

That said on the other hand I think they need to add some "Priority Ticket classes" like: H*rassment/thre*ts, spam flooding, refunds/tech support for games, etc....that way they can get to the most important stuff quicker.

As for the non-reply....the forum might have eaten that ticket & it might need to be re-sent. Do you mean(for the galaxy thread idea) achievements missing for games? Or other things missing from non-galaxy versions?

Also wouldn't that be redundant? Couldn't it go under the current thread topic(albeit with it's own mark/category/etc if need be)? Some less knowledgeable people might get confused or turned off by such(i.e. some might think the worst) if done incorrectly, and it'd be a but more work for staff to keep updating that every time a game was either caught up with patches or not. Also some patches might not apply to Gog versions as well.

If done right it might be a nice feature, though(maybe a little mark on each page stating if a game is the latest build by the dev or not?).

There's an old saying(for a reason): Buyer Beware.

Yes, stores should try to make sure customers are as informed as possible(within reason), but customers are mostly adults here(iirc) & they should be able to make informed decisions/be ready to do some research a bit if need be(and if it's possible to do so).

First, as I said(just above this bit) people need to also be adult and not expect Gog to do everything for them.

Second, if they did so they might(again as said above) scare the same or similar amounts off with such disclaimers/notices if done the wrong way.

It still shows where most of the blame for something should be placed(if one place it incorrectly, in whole or in part).

Also if some people are so easy to distrust a site over such things then it's likely they wouldn't be placated no matter what a site did, and even if they were then possibly the next issue or incident would just make that site bad or untrustworthy in their eyes again.

It doesn't absolve the store of all responsibility but it does help the one with the stale bread know where to place some of the blame(and that it's not just the store's fault) in such a case.

The customer doesnt buy from the publisher or developer but from GOG. So legally GOG is counterparty and thus responsible for many things from a legal POV. This includes the match between advertisement and delivery. Whether update lag is sufficient grounds for legal recourse I dont know. It would have to be tested in court probably.
(For US people reading this: This is the EU. It doesnt matter much what they say in their ToS/EULA. See for example - forum dont like the link so its not clickable:
[url=http://www.europarl.europa.eu/RegData/bibliotheque/briefing/2013/130624/LDM_BRI(2013)130624_REV1_EN.pdf]http://www.europarl.europa.eu/RegData/bibliotheque/briefing/2013/130624/LDM_BRI(2013)130624_REV1_EN.pdf[/url]
The basic assumption is that people dont read ToS/EULAs and laws are based on that.)
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Ignoring the legal side: Most especially is GOG responsible for making sensible deals with publishers about updating games. And GOG is even more responsible for making offline installers in a timely manner (which doesnt seem to be the problem here but it has been a problem in other cases).
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And it would be fair and sensible to make the update history available to potential buyers and not just make it available after the fact. Them not doing this indeed gives a "scammy" impression in combination with the fact of "update lag" in comparison with Steam.