I have no idea what the future will bring. GOG are unique, sorely needed and to me the best thing that's happened to PC gaming over the past decade. But this is the lowest point I've ever seen GOG at. Not any one thing, but everything all happening at once:-
- "The Devotion to China" issues. If they didn't want the game for "political reasons" (bad enough) then the two obvious "escape" solutions would have been : 1. Don't acquire / announce it, 2. If they announced it but backtracked say it was due to "unforeseen circumstances". To actually welcome them in, then throw them out and then blame a flood of demand from "Many Gamers" though in the extremely short space of time between announcement and backtracking (when it normally takes 10-50x longer for GOG to respond to complaints on any other subject is simply not believable...) It also sends an unbelievably bad message to other game developers here of
"we've proven that we can and will throw your game out on a whim due to foreign politics even if you uphold your end of the contract" - CyberBug2077. Such a mess, and yet so many things could have been done differently had it been managed differently. Like not hyping too hard too early which inevitably led to feeling pressured to release too early after the third delay. Or the very obvious gaping mismatch between expecting to run it on 1.5GHz Jaguar (Intel Atom class CPU's) of decade old consoles whilst the minimum PC requirements are 2-3x that just for 30fps. You didn't need to be a game dev to spot the 10-15fps outcome of that one.
- "Going from Best to Worst Customer Service in 1 year". If your store increases in size 10x from selling 400 to 4,000 games and you are on the verge of potentially selling millions of units of your own flagship games, it's pretty obvious that lockdown or not, you are going to need to hire more support staff, even if you have to outsource it. According to
GOG's own post here, they received more support tickets in a DAY from Cyberpunk than they normally get in a month (which itself was already overstretched). What could have been a great opportunity to showcase a high-quality support experience, has instead lead to so many people new to the site saying "this is the first - and last - GOG game I'm buying" due to like 12x people trying to handle tens of thousands of refunds...
- Outdated / buggy games. You all know the issue and this should have been fixed long ago. Divinity Original Sin's skill book bug
was reported 14 months and still remains unfixed. Lack of awareness is a zero believable excuse given how much attention has been brought to it in the forums.
- Over-pushing Galaxy / 2nd Class Citizen Offline Installers. Gating offline single-player 'bonus content' in DRM-Free games behind Galaxy online checks, deciding pre-loading is Galaxy only, giving out free games only if you use Galaxy, etc, is doing little more than artificially dividing GOG community and still failing to fulfill that utopia of everyone using Galaxy as a Meta-launcher. People can argue what they feel is technically DRM or not, but the bottom line is many of us know full well why we shop here and that isn't it.
There are many more issues here, but I'm trying to keep this relatively short. After a couple of great years where we've had more AAA's come here than ever (after a mid-2010 drought of them), I hope GOG do turn this around and succeed. For things like ongoing "2nd class citizen" treatment of offline installers, the question isn't "are we leaving GOG", it's "is GOG leaving us"?...