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General discussionWhats the average response time?(20 posts)(20 posts)
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This is my favourite topic
Posted April 10, 2023
Is there just the one support team in Poland or do they handle issues 24x7?
Posted April 10, 2023
If you see hours as relevant, you'll probably be in for quite a disappointment, as response time may even be weeks, assuming you get past the chatbot in the first place. But depends on problem type too.
Posted April 10, 2023
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_Fr3nchT0ast_: do they handle issues 24x7?
Absolutely not. "Stellar support 24/7" that you see on every game page is a lie.

You can consider yourself lucky if you get a response after a few days. A while back, the average first response time was 5 weeks. Hopefully they've improved slightly since then.
Posted April 10, 2023
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_Fr3nchT0ast_: do they handle issues 24x7?
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Ice_Mage: Absolutely not. "Stellar support 24/7" that you see on every game page is a lie.

You can consider yourself lucky if you get a response after a few days. A while back, the average first response time was 5 weeks. Hopefully they've improved slightly since then.
My most recent interaction (Witcher 3 missing offline installer update) was submitted on a Friday evening, responded to on Sunday, resolved Monday morning. So agree it may depend on nature, but it's much better than it was in 2020 when it was taking weeks.
Posted April 10, 2023
Oh boy. Well maybe you all might be able to help then, I'm trying to get no mans sky for me and my boys, 4 total accounts. I was able to buy on two of them before the card started getting declined. I tried over 4 different cards, and even used a VPN to try from another IP on various cards. No matter what I do its like the account itself has been marked as a "thou shalt not purchase anything" account.

I refuse to use paypal, skrill looks like it will take days to setup, and am debating going to the local grocer to buy a paysafecard. Would those alternate methods work to buy, do you think? Has anyone had the same issue?

***EDIT: I called my bank, they aren't even seeing a transaction attempt.
Post edited April 10, 2023 by _Fr3nchT0ast_
Posted April 10, 2023
Are you buying gift codes? You can buy only one gift of the same game in 24 hours.
Posted April 10, 2023
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ssling: Are you buying gift codes? You can buy only one gift of the same game in 24 hours.
No all the kids live with me, I was just hopping around to each PC to purchase. My theory is that if the same card gets used on more than 2 accounts, then all accounts involved get flagged as potential thieves accounts. I haven't tried buying anything new on the ones where the purchase worked, but my guess is there's some protection mechanism in place on GOG's end.

I would go the gift route if I could, but when I tried I got informed the GOG account has to be more than 3 months old, and mine is only 2 months and a some change right now.
Posted April 10, 2023
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_Fr3nchT0ast_: No matter what I do its like the account itself has been marked as a "thou shalt not purchase anything" account.
Edit: I just saw your reply above, so nevermind.
As noted above, there's an anti-fraud measure that limits you to one copy of the same game bought as a gift per 24 hours. You must also have spent at least $10 at least 3 months ago on your own account in order to buy a gift in the first place.
I cannot buy a game as a gift, why?
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pds41: My most recent interaction (Witcher 3 missing offline installer update) was submitted on a Friday evening, responded to on Sunday, resolved Monday morning. So agree it may depend on nature, but it's much better than it was in 2020 when it was taking weeks.
Difficult to check my support ticket history ever since they removed that option, but I submitted a ticket November 14th 2022 and it's only on November 30th that I got a "We're aware of this" first response.
I'm not going to pat them on the back for fixing something with one of their most popular games relatively quickly. Odds are the fix was already in the queue when you opened the ticket.
Post edited April 10, 2023 by Ice_Mage
Posted April 10, 2023
I don't know when you contacted the support, but we just had a weekend, Easter and today is a public holiday, so I'd imagine even tickets regarding payment may get delayed.
Posted April 10, 2023
Weeks, months, and many still counting. Forever.
Posted April 10, 2023
To be fair, the longest I have had to wait for a support response is a week and they have normally replied within a few days.
I just opened a support ticket this morning so hopefully the above comment won't come back to bite me.
Posted April 11, 2023
Lately I actually had good response times. Wrote something in the evening, got answers next morning - twice in a row.
Posted April 12, 2023
Take the sum of all response times, and divide it with the number of responses.
Post edited April 12, 2023 by timppu
Posted April 12, 2023
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timppu: Take the sum of all response times, and divide it with the number of responses.
Bad method, i'm waiting for a response to the ticket dated july 27th, 2022
Posted April 12, 2023
I'm wondering what ZenDesk are reporting to GOG, given the strange name of their "ticket resolved" state:

Please be aware that we have changed your ticket’s status to Pending, therefore, if you require further assistance, you should reply to this message, which will reopen the ticket.
Also, there was no confirmation mail after sending a reply, so I don't know if it's currently open or not.
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General discussionWhats the average response time?(20 posts)(20 posts)
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