I purchased 4 games 5 days ago, all 4 games have the exact same issue. I tried every trouble shooting step I could find on GOG, google, as well as tricks I know from issues with other games. nothing has worked. I contacted tech support 5 day's ago gave a very detailed explanation of what was wrong and what I tried to fix it. Now 5 day's later still not a word (aside from the automated message giving me my ticket number). Is this a common issue on GOG???

It is currently weekend and there is a sale going on.
But yeah, support can be slow.
You could try messaging one of the blues on the forum to try and speed it up.

Thank you for the reply.

if you let us know the games and the problem you are experiencing and also the OS/Configuration of your System you are using someone here in the forum might be able to help you as well given he/she has experienced the same problem as well. Given that you have the same issue for all 4 games may hint in the direction that it is a rather general and not game specific problem

That Hannibal Lecter avatar though.. O_o'

That caught my eye too. :P

I'd also point out that "5 days ago" from the US means that the problem was probably submitted after close of business on Wednesday, so they only have had the ticket for two business days. Expecting a problem to be resolved that quickly is pretty unrealistic.

[url= 5 day's, that is. Goddamn grocer's apostrophe. It's not rocket science. When the fuck are we going to learn when to use apostrophes. Never, apparently. :/ ][/url]

That's the shadow of the nose guard. Have you ever seen the movie!? :P

Lately we see more & more posts about the support and how slow it is at times so I'd like to point out that while contacting the blues usually speeds up the process, i guess we should only do this in a case of emergency (like an account hack for example). Yes, it's a bugger when you send a ticket and have to wait several days to get a response but I guess this happens due to the increased number of new customers that each sale attracts. Also, maybe it's a good indication that GOG support needs an upgrade, although I'm not in position to know if this is true at all.

Keep in mind that no matter how long it takes for the support to respond, the money guarantee is valid even if you send the ticket one day before the money guarantee ends and support gets to you a week later. In other words, what counts is the date you sent the first ticket (but it should be done before the end of the 30 days period).

No, that's a Hitler moustache.
And Big in Japan is still about my thang.
And who hasn't (seen the movie).

It could be worse... you could be waiting on steam support. :P

But as other have stated it's the weekend (which isn't counted as business days) and there is a massive sales going on, generally in my experience it takes no more than a few days.

Be aware that support is also working on weekends. It's no longer a week day only job, but 4 week days and 1 weekend day job. At least that were the requirements in a customer support position GOG had posted a while back.

A couple of things are possibly going on.
GOG Support may be overwhelmed with the summer sale and the influx of new customers, and are prioritising transaction issues related to the sale.

It's also possible that your ticket has fallen through the cracks (again, perhaps due to the summer sale and an increased number of submitted tickets).
Since you got the automated email, reply to that; it may get the attention of a GOG staffer.

Whatever the case, I can understand your frustration, especially if your problems can't be solved and you get a refund/store credit when the sale will be already be over.



While true, does that requirement actually mean that the whole GOG Support crew is working during weekends? My guess is no, just that GOG has a cut-down support team working during weekends - how cut down, is anyone's guess. That would indicate that they're doing some prioritising during the weekends as to which tickets to address, especially when a big sale like the summer one is live.

Normally GOG responds to tech support inquiries in 48 hours or less, often 24 or less. That is business hours in Poland time zone to be clear, which means Mon-Fri Polish business hours. They also have a skeleton crew working weekends but normally it's weekdays only in general. However, whenever there is a big sale promotion going on such as the current Summer Sale or any other major event, they often get swamped with tech support queries and sometimes take longer to respond due to the increased volume of issues being reported. As someone else mentioned, if you reported it on Wednesday then it's only been 2 business days that have passed. If they don't contact you on Monday then politely try to reach out to a GOG employee in the forums here. They're generally quite responsive.

Keep in mind that even though GOG has some of the fastest and best support in the industry, they're only human as well and sometimes they become delayed a bit during sales or other major events as I mentioned, and occasionally a support request falls between the cracks unintentionally as well. Try to be patient and polite and I can practically guarantee that they'll help to resolve your issue ASAP, in my experience they always do. I've contacted support dozens of times over the last 4 years and they always come through.

Welcome to GOG as well! :)