HereForTheBeer: gOg are not perfect, but my own business isn't perfect, either. The key is to try to get a little bit better whenever you can. I could pick nits but I think they do a good job given a bunch of factors:
- publisher whims
- developer whims
- sticking to DRM-free as much as possible (some could argue the multiplayer stuff) when it's a fairly complicated topic
- worldwide customer base
- multiple operating systems requiring more support resources
- sale pricing
- working in a marketplace dominated by one retailer
And more. It's complicated, and I think they manage to do the core stuff well: acquire quality games for the catalog, do their best to massage them to get them working well for as many customers as possible, provide a reliable download service, and support what they sell.
Couldn't have said it better myself.
They retained my business for about 5 years now and as far as businesses are concerned, I'm not one for sentimental loyalty (seriously, I've looked at a couple of alternatives over the years, but I've yet to find better).