Was resolved within a few moments once contacting ponczo_ as requested below :)

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Anyway to escalate this?

Is this normal?

Radio silence for more than a week is very disappointing from a company that prides its self on "Customer First"

Yes, that has become the new norm. Support is very slow and very silent and has been so for several months. The best way to get them to reply is to message one of the blues here in the forum. They are the more active members of GOG and will take care that Support notices your ticket.

Either ponczo_ via PM: https://www.gog.com/u/ponczo_

Or Baubergine by responding in this thread: https://www.gog.com/forum/general/support_ticket_open_since_7_days/post8

Totally worth it to finally be able to buy Epic games through Galaxy.

Maybe a big influx of people who want to refund their games since they already finished them or some such. I never thought the new refund policy was good but hopefully it helps GOG grow.

Nah, I think Breja is right. It might have something to do with GOG having to support Epic games now, that are bought through Galaxy. So a huge number of games to support with a powerful company exerting pressure behind them. That would explain the 'unprecedented increase in requests'. Which also happens to coincide with that deal. Combine that with a small support staff, that is stuck in home-office and you get the current state of affairs.

Truly, it was a brilliant idea to sell out to Epic and take over part of their support load, just to be able to sell DRM-ed games through Galaxy. ... And yes, that was sarcasm. I guess GOG was paid well by Epic for this deal. Otherwise it wouldn't make any financial sense.

I think that excuse was already used in spring with sales and Corona and all. I think it has more to do with CP. It's certainly the "too niche", but at the support front.

That said, I did have one short interaction with support a few months ago, it was slower, but extremely friendly and forthcoming, as usual. No complaints.

It could be you who have chat disabled (that's the default option), or perhaps just chat with friends. You may need to go to https://www.gog.com/account/settings/privacy and enable conversations with all.

(I'm not sure if it works both ways, i.e. if you can still send PMs if you have chat disabled or not. Would make for a very one-sided conversation).

I can confirm that you cannot still send PMs if your chat is disabled :)