blotunga: For cheaper games I can imagine why they prefer store credit, because for a $2-5 game the fees might cost them more than it's worth, but for a $30 game yeah, probably a proper refund would be in order if they can't help you to run properly.

Darvond: 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.

CallMeHoot: Appreciate the response, though :)

Lemon_Curry: Honestly, what did you expect with a derogatory topic subject like that?

Having it followed by 'Hi,

I was just wondering...' basically qualifies it as clickbait.

CallMeHoot: Erm, you misunderstood what I meant by "top of the list". I meant top of the list for the support team to answer my query.

CallMeHoot: There is nothing clickbait-y about this thread.

Lemon_Curry: No, I understood what you meant.

Lemon_Curry: Well, I beg to differ. :)

CallMeHoot: Granted, it's open to abuse, but surely you have to take into account the history on the account. I mean I've never asked for a refund before, I've had a GOG account for years and made over 30 purchases.

Hardly the profile of a prolific software pirate.

Trilarion: Not sure how you know that they almost never respond within 24 hours? As far as I know no numbers have been released and just judging by the number of complaints here could be severly misleading, the people with a speedy reply are probably quite unlikely to report that. Still it might be, but I would like to see some sources to back that up.

Even more, they seem to specifically exclude the weekends from the 24 hours.

"We will do our best to respond as quickly as possible. On weekdays, we normally reply within 24 hours, but during weekends we can only respond that quickly to high-priority, time-sensitive cases. All other cases will be looked into first thing next week." (https://support.gog.com/hc/en-us/categories/201526109 at the bottom)

So, they never said, they would reply on weekends and on weekdays they want to reply usually within 24 hours. Now nobody knows what the real response times are. The only thing we know is that for some people it obviously didn't work out. I guess that can probably happen occasionally with a fluctuating number of incident support requests. Maybe they are swamped with problems to solve and/or at the same time face staff shortage due to illness/vaccations. Or maybe they are indeed understaffed and the response time is always much longer than a day. We probably cannot judge that.

CallMeHoot: I kinda figured once I got the first response it would be a fairly rapid one-to-one scenario to get my issue sorted.

Nope.

That response was 3 hours ago. I've replied to them 3 times.

PaterAlf: Three hours is too long now??? What do you expect. Should support sit in front of the monitor and just wait for you reply?
...

muttly13: Yes? Is it so much to ask after waiting days for a response? Oh, your next in line to wait again! I will never understand why people feel a pressing need to defend poor customer support. Assuming what the OP has stated is true (believe it or not, no never mind to me) this is poor support.

And it happens so much on GOG, people rush to their defense. This isnt a mom and pop anymore folks, they dont need you to cover for them anymore. Nor have they earned the benefit of the doubt through past performance. Quite the contrary.

Themken: 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.

GR00T: I don't know how things work in your country, but over here it's the court delays that end up with cases being dropped/dismissed. Which has nothing to do with the police.