Pretty much my experience too.

I have had a few too many contacts with GOG support over the years. I must say that although the support team do mostly try to be helpful (not received myself, but have heard of some less impressive responses), they really do take their time.
In the last 4-6 weeks I have contacted them 3 times, and I think it takes about three days for a response. The best one was a response saying that they had indeed dealt with the problem. Funny thing was that the problem itself had taken over a month to be sorted.

Even though I might laugh at the idea of (once more) contacting them, they do try to be helpful and I really do not think it is a big team. I think my replies have come from about 4-5 people at most. So rather then having people condemning them for being slow and useless, we should be thankful that they are there at all.