In the past -- even a month ago -- I've had great experiences with customer support (usually a helpful response in 2 - 3 days at most)...

... but...

... 11 days ago I put in a support ticket over a continuing store / wishlist issue...

... something that I would imagine could be easily explained (if not fixed)...

... and not a peep. Nothing.

11 days

Maybe they are on vacation or something, I write 5 days ago, no to a support staff, to a blue that use to help me a lot, didn't get a response yet, usually respond very quickly.

I would suggest to update your ticket and also send a chat message to one of the blues. Don't forget to include your ticket number and a short description of your problem - just saying. :-)

Well, not gonna lie: it took a few seconds before I understood that sentence.

It took a whole year to unblock my payment method. That was blocked in the first place by a false positive in GOG fraud detection system.

Mine took about 10 days: https://www.gog.com/forum/general/warning_to_gogers_make_sure_your_orders_appear_in_your_history/page2

I think they may be understaffed, so you might have to bide your time.

But yes, having to wait days without any indication on the expected delay for a human reply is pretty bad.

They should be able to at least provide you something as broad as "A human operator will process and reply to your request within 14 days". It's not great (great would be getting a reply within the next 2-3 business days), but it sure beats wondering if the store completely gave up on providing support for issues such as yours.

STill no complaints from me. Account-related issue resolved in 2 days.
❤️

And still no answer. 79 days wait... how normal is it?

support ticket ID is #1481645

No, it's not normal : i opened a ticket about 1 month ago : got it "somehow" resolved one week or so... (ticket still opened because of the nature of the issue).

Bot is a mess (got the impression to use a mobile device >.>) , i sent a screenshot for the problem i got, but due to the nature how the bot works, one mistake and well no screenshot received. FAQ are ok BUT only for most general questions... so you have no choice to write a ticket...

In my case the first answer (by an human) took around 10 days.But 79 days .... ugh

I have no real solution : opening a ticket for an existing ticket isn't a solution ; maybe a kindly mod (look at the sticky topics : however not sure the one will be the most helpful in your case) could help with your ticket number "somehow". That's only thing i have in mind or updating your ticket... maybe.

As mentioned it could depends the nature of the problem. But it's well known they receive too many tickets....with the staff they have. ....Now i always use the English support (i dropped the French one .. too much understaffed)

For account related issues or refund they are usually fast (they must comply with the laws anyway)

This should be the link to your ticket. Add a polite reply there, along the lines of, "Excuse me, I've been waiting a long time for a reply". According to reports on the forum, bumping your ticket this way one time often helps to get a first response.

My recent tickets have had an average response time of about 1 week.

80 days, and still no answer.... I create another request, i bump my ticket 3 times. Tech support not working.

GOG staff/moderators do read the forum, yet notice, folks, no GOG staff/moderator cares in regards to some recent for example, no response, only silence. This is inappropriate and by itself is very telling how GOG "treats" customers: Like the customers are flies on a car window.

To balance out posts describing bad experiences:

A couple of days ago there was a problem with account creation. I opened a ticket at midnight, ten hours later I got a reply from support rep, and another hour later they send another message saying the issue had been solved .



But I agree, they should do better when it comes to those extreme cases. And don't get me started about the bot...

Just a wild guess:



We see here a newly created account (in March 2023 same month when the post/thread was created) with at least as forum location set to Russia.
https://support.gog.com/hc/en-us/articles/4463693484317-Suspending-sales-in-Russia-and-Belarus?product=gog - Gog ceded sales in Russia a year ago and this possibly might also include dealings with "new" customers (meaning customers created after the sales embargo) as well? Also 0 info from OP about the nature of the ticket and it's a new 1 game account.