That would explain it. I also created a support ticket yesterday and instantly received 2 mails but unlike Ice_Mage, they were from 2 different addresses, each claiming the ticked had a different ID. One from help@gog.com, which said 324053 and another from support@gogsupport.zendesk.com, which claimed 1529253. The chatbot also claimed it was 1529253. Both mails also claimed that I can reply to them to update them.
The 1529253 one is marked as solved and I can't check the status of the 324053 one.

So which one is the more relevant one at the moment? The 324053 one from help@gog.com I'd assume?

Please explain why nothing ever gets fixed, even when it would only take 30 seconds.
• Since January 5th, both Dev0_NZ and I have repeatedly tried to bring attention to his fix for the missing numbers in the user menu. Yesterday, I opened ticket 324711 specifically for this and I posted about it on the unofficial GOG Café Discord. Dev0_NZ says he's given up on GOG.
• In ticket 1512528 opened on May 5th, I brought up several issues with The Banner Saga series:
1. I asked for an unobtainable achievement to be deleted, because it depends on Leaderboards, a feature that was never implemented in the GOG version. This wasn't done. I resorted to contacting the developer, who was thankfully reasonable and got rid of it.
2. Eternal Arena DLC and Survival Mode DLC store pages still falsely advertise Leaderboards in the description — including animated images — and the Game Features list. These were released in 2018. Telling me this is a known issue and it's been raised with the appropriate team is just insulting at this point.
3. The forum link on the Banner Saga 3 base game page correctly points to the game series. The other 5 store pages for the other editions and DLC incorrectly link to General Discussion. Not even this much was fixed, even now.
• In ticket 1198034 from November 16th 2021, I asked for a correction to the store description for AVICII Invector that says there are only 3 difficulty settings ("THREE complexity levels"). There are actually 4. I attached a screenshot from the game, and even dug up a news article proving the game was updated with this feature after release. The report was "passed on to the product team" and it's still unchanged to date.

Which is completely understandable. Support behaves like a bunch of amateurs. They are even given instructions on how to fix things and still after months they are unable or unwilling to do so. It is simply ridiculous but unfortunately also nothing new. I hardly even can remember when things were better ... it was so long ago.

Speaking from the point of view of someone who interacted extensively with their browser api, I think some of the people involved in coding the GOG platform (either the devs or project managers, possibly both) were definitely not as shard as they could have been, leading to some of the technical problems the platform is experiencing now.

However, I've had nothing, but good experiences interacting with the support team (for the non-technical things they had the authority to manage) once a human finally got involved solving my issues.

All things were there order-related got promptly resolved to my satisfaction, always.

Broken files have been more of a pain, but I think it is either the developers on GOG's side or the game developers managing this, not the support team. I do think it's a little crazy that support doesn't have the authority to roll back the release files in the browser downloads to a prior functional version (or otherwise fix the download if they have access to the files) when the current downloads are broken, but I believe that is a limitation of the platform.

I never said they weren't friendly. The opposite is the case. But I HAVE to say that they are more or less incompetent given the sheer amount of tickets they NEVER resolved even after years. In most cases we are talking about game related questions which they "forwarded" (aka send to nirvana) to product team but we are also talking about some Galaxy issues and the aforementioned web issues. If something with the order or the account is wrong or if you want a refund or if it is something even a child could fix they are helpful though. I worked in IT support for a long time and what I experience here is maximum average but that would be a stretch as well if I am honest ... support 101 - absoluet basics and nothing more.

I don't think their support team is extremely technical and deeply involved in the platform.

I think they are level 1 support. I don't get the impression that GOG has level 2 or above (which usually requires more in-depth support and development chops).

But that's not the fault of the level 1 guys, that would be up to GOG management to hire more technical support staff and hopefully get them involved in the codebase at least at a superficial level.

The concerns of the product owners with their eyes in the sky (who rarely see the tree branch about to hit them right in the face) and the concerns of support and operations dealing on the ground with day to day issues (which product teams are often, unfortunately, well insulated from) doesn't always coincide and you usually need some dev representation on the ground which I don't think GOG has that much.

Completely agreed, If we are analysing this the problem in fact would lead back to management and not to the support guy themselves. For the end user however there is just ONE support and ONE experience and that one is far from being good. Of course I can't expect top notch support from guys that are not that deep into the tech side ... on the other hand that is exactly what GOG promises on their web site: "Stellar support 24/7t" ... again a mistake made by those higher ups. Regarding the problem with the "forwarded to pruduct team" the issue lies deep into their system since once they've forwarded such an issue support is closing the ticket (since it is everything THEY could do) and the customer will NEVER even get any feedback if the issue is still persued or if it has been abandoned. For me "abandoned" it was in always all cases. I ended up creating patches and workarounds for myself with the help of the community whenever possible. Some guys here in the community really should be working for GOG to make this a better experience (the mentioned Dev0_NZ being one example). Well, I guess we simply have to live with what GOG offers us since we know that it is rare that they fix things and even more rare that they actually REACT to our feedback (yes, I know, they are listening ...).

Exactly my experience.

The worst support ticket was one of my early ones, that dragged on for about 6½ months. In the end, I'd sent multiple replies, which were all ignored. Eventually the ticket was closed due to inactivity. The problem was that cloud saves in GOG Galaxy would work initially, but stopped working with a misleading "Heavy server load" error or some such after a day or so. This happened for all games. I've given up on cloud saves since, but a forum user seems to have discovered this apparently happens when the LSASS.exe Windows service doesn't have Internet access.

Another problem I had at the time was no achievements unlocking in any game. After a lot of pointless back and forth, I discovered on my own the game executable itself needs Internet access, not just the GOG Galaxy executables.

In a halfway functioning store, community solutions like these would've been added to a support article, but not here.

I tried reporting a GOG Galaxy regression: you can no longer download extras by clicking anywhere on the entire row. I pointed out how the row still highlights on hover and changes color on click, but nothing happens. I pointed out multiple threads about people confused about this, thinking extras can't be downloaded (you have to click the little arrow to the right). The support agent said he can't say if the behavior will be reverted, but my report will be passed on. That was in mid-April.

I think I'll stop the list here, as this post is lengthy enough already. After the latest exercise in futility, I need to learn not to bother anymore. This place feels abandoned on every level. Everything from parts of the site that remain broken for years, to community moderators that don't respond to chat messages, to spam that doesn't get deleted and simply gets pushed off page 1 by other threads.

If I'm being honest, support hasn't been even relatively coherent since before galaxy launched. Maybe a couple or few years before that? So maybe around 2013-2014? Something big happened around then, but it's escaping me now.

That's the last time I remember them of being able to do more than Level 1 stuff. That's... 10 years? They are certainly friendly, as many have pointed out, though.

I tend to assume people are generally shackled by what is possible rather than being incompetent or malevolent. I'm sure support has limited time and resources and also gets flooded with a bunch of BS. If you've ever worked a job in your life I'm sure you can imagine.

GOG needs a lot more staff, but they also don't make enough money to hire them. Not sure what the solution is.

They had enough money to hire people to create a client that's still unfinished and probably will never leave beta. Keep in mind that we already had one working client for people who wanted one and the core part of this additional client - the integration - was never developed by GOG at all in most cases .... so why spending time and money on it in the first place? If you ask me GOG simply prioritizes wrong. They should concentrate more on keeping their customers happy and good support is one part of that - especially since they even advertize with it. Steallar support 24/7 .... I can't see anything "stellar" about it - nothing more a simple google search would not offer as well.

It once again showed that GOG is not aware about their customer base. Again: They already HAD a client (to atract those who wants to have one) and they did not need to create another one. Even the idea of integrations which is THE ONLY "selling" point of Galaxy 2 and THE ONLY thing Galaxy 1 did not offer was neglected by GOG from day 1 since they never even developed plugins for the biggest platforms at all. If they really would have wanted to bring new customers to GOG (with something that already existed - multi store launchers aren't a new thing) they should at least have focused on this, but they did not. They ended up with a broken piece of software in which most of said integrations don't work anymore which has less options than the original Galaxy. If THAT is how GOG is planning and doing business I am absolutely not surprised at all about the current state this store is in.

First off I never said they did it well, I'm saying why they focused on an improved client over other investments. I think it's safe to say it didn't work out for them at all. Though other than integrations (which I don't use) I can't say I ever had a problem with it, and in fact prefer it to Steam in some ways (like editing sorting names).

In any event at the end of the day people want clients. Saying GOG shouldn't bother trying to improve there is basically saying GOG shouldn't bother period.