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General discussion (archive)GOG's technical and customer service is terrible(119 posts)(119 posts)
(119 posts)
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This is my favourite topic
Posted August 19, 2010
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Gundato: Guys, I know you think you are funny and are policing the boards and the like, but this is kind of the sort of situation where you shouldn't respond if you can't be civil.

Gundato, I know you think you are clever, but this is kind of the sort of situation where you shouldn't try to police us policing the boards.
Posted August 19, 2010
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Gundato: Guys, I know you think you are funny and are policing the boards and the like, but this is kind of the sort of situation where you shouldn't respond if you can't be civil.
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Vestin: Gundato, I know you think you are clever, but this is kind of the sort of situation where you shouldn't try to police us policing the boards.

Fair enough. I said what I had to say, and hopefully a wary customer won't be driven off.
Posted August 19, 2010
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Gundato: Fair enough. I said what I had to say, and hopefully a wary customer won't be driven off.

Look at this from this perspective: people were trying to help. The guy was refusing to try stuff. People got angry, because that meant they couldn't solve the problem. Then there's the bonus of angry opinions about GOG and its users...
It's not like we pounced on a random stranger.
Posted August 19, 2010
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Gundato: Fair enough. I said what I had to say, and hopefully a wary customer won't be driven off.
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Vestin: Look at this from this perspective: people were trying to help. The guy was refusing to try stuff. People got angry, because that meant they couldn't solve the problem. Then there's the bonus of angry opinions about GOG and its users...
It's not like we pounced on a random stranger.

Fine. Everything that was said was justified and nobody but him is in the wrong. He deserves it, so whatever.
I am just saying, if people are going to bitch about Steam's forums not being n00b-friendly and the like, they should keep their mouths shut. If someone is getting frustrated and you don't think you can help them, don't help them. Don't start flaming them back to make them even more frustrated.
And his frustration and badmouthing of the site stemmed from the poor customer service, which IS a problem right now. But, of course, certain people felt the need to add their 2 cents and start trolling him, even before he "wouldn't try stuff".
Not saying he was right. He threw a (semi-justified) hissy fit. But two wrongs don't make a right. They just lead to even more trolling and flaming, and drive off other people.
Hell, it is actually becoming pretty obvious why GamersGate has such great customer service. They are still small enough that the staff can support it, and there is no real interaction between "helpers" when someone uses the Tutor thing to get community help.
Posted August 19, 2010
What I'd do to have responsible non-staff moderators on the board.
Posted August 19, 2010
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Vagabond: What I'd do to have responsible non-staff moderators on the board.

I vote Rohan and michaelleung!
Posted August 19, 2010
GOG's customer service used to be first-class in my experience. Perhaps they're having temporary problems?
But, as for the forums, they badly need to hire a moderator. It's not like this is some very strange and difficult requirement. Practically every decent company has one. It's not that difficult to arrange.
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Vagabond: What I'd do to have responsible non-staff moderators on the board.

I agree, but why "non-staff"? This ain't some clan website. They can afford to hire someone, even if it's a student worker on minimum wage. The moderator needs to represent GOG, not their own political/religious/social views or their friends.
Maintaining the forums is important to the image of this company, IMO. It's a mistake for them to ignore this. People will not post here if the forums are neglected, and if they don't frequent the site, they are less likely to buy something.
Post edited August 19, 2010 by Tsunami
Posted August 19, 2010
Regardless of them being on staff or not, we just need someone to regularly keep an eye out on the forums. Judging by the amount that GOG guys post, it's not enough to keep the place tidy, and moderated. It's not necessarily about keeping the peace, but having useful threads stickied, maintained and up-to-date. Also for them to guide new users to threads/answer common questions/myriads of other things.
A regular-turned-moderator would be the best option; they're actively involved in the community, and understand how it works. GOG hiring a random dude to come in here and try to police things wouldn't be the best.
Posted August 19, 2010
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Gundato: Fair enough. I said what I had to say, and hopefully a wary customer won't be driven off.
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Vestin: Look at this from this perspective: people were trying to help. The guy was refusing to try stuff. People got angry, because that meant they couldn't solve the problem. Then there's the bonus of angry opinions about GOG and its users...
It's not like we pounced on a random stranger.

Uhm, actually no, that's wrong and that's exactly what the problem of this thread is. The people who started attacking me assumed that I wanted a solution and then wouldn't try any of their suggestions. That is NOT what I said in my original post. I was posting to complain about GOG customer service, and THAT'S IT!
I appreciate the suggestions for help, but if I am unwilling to try certain things, that doesn't justify the attack on me because I never asked for a solution in this thread. I posted a help request in the KB forum weeks ago. I wasn't asking the same question here.
Posted August 19, 2010
My two cents:
Unless a store sells a game that doesn't work for the majority of gamers, then they shouldn't have to provide support for the game itself. Steam sold the first Commandos which had major speed issues and because of this, I blamed Valve for selling a game that was unplayable for most of us. GOG sold Commandos as well and ... it runs perfectly! See the difference here?
Now, if a game wouldn't work because of the digital service (copy protection problems, installer problems, download problems, etc. etc.) then I'd say, yes, GOG/Steam/D2D/etc have an obligation to help.
But why people are so lazy to use Google for help and instead just demand support from a store is beyond me. It's probably because of people like him that GOG is bogged down with work. THEY have to do all the leg work as well to help you and don't have a magic ball to fix your problems - Steam wouldn't even bother responding except to give a generic "try the official FAQ" response.
No, if your computer, which is one of billions of possible hardware combinations, has trouble running the game when a big majority (I'd say at least 95%) has no problems, then it's obvious it's down to certain compatibility issues.
Heck, I had trouble running Oblivion which I bought on D2D. It kept crashing on me after a few minutes as well. Did I demand support from D2D? NO. Did I even demand support from Bethesda? NO. What I did was trouble shoot it myself and guess what: I fixed it. I discovered a setting on my Xonar DX2 was not compatible with the sound engine of Oblivion (and Fallout 3). Finding the solution took a few hours by myself - imagine how long it would take someone who couldn't test stuff on my PC! The wages paid would be more than twice what I paid for the game in the first place!!!
In the end, I think people need to stop being so lazy and learn to make some effort themselves. Too often, people ask for help before trying to fix it themselves. And people who have genuine problems then have trouble getting a response because support is flooded with stupid requests and complaints from people who are too lazy to entire "*name game* crash fixes" in Google.
Posted August 19, 2010
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Gundato: I am just saying, if people are going to bitch about Steam's forums not being n00b-friendly and the like, they should keep their mouths shut.

This is something pretty much EVERY community since the dawn of mankind has faced. You have to let people get used to you before you can gain their trust.
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Gundato: If someone is getting frustrated and you don't think you can help them, don't help them.

We're GAMERS, for crying out loud. Didn't you see that huge "New objective: fix King's Bounty problem" pop up ;) ?
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JohnJSal: That is NOT what I said in my original post. I was posting to complain about GOG customer service, and THAT'S IT!

Well... What's the point ? We already know it can take them a little time to get back to people. That's exactly why we're here to try our best and help people in need.
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JohnJSal: I appreciate the suggestions for help, but if I am unwilling to try certain things (...)

And this makes me sad, since I'm used to spending countless hours trying to figure our how to make something work and willing to go to GREAT lengths, as long as the solution will be quite perfect. Bah - after finding one I even tend to lose interest in playing the game itself ;P.
I'm sure this is quite a popular sentiment within our ranks and precisely because we KNOW how annoying being unable to run something properly feels - we try our best to do something about it. For what it's worth - appreciate the good will of the guys here.
Sure - it might have been a misinterpretation. Then again - how can we possibly respond to you basically saying "GOG support sux, kthxbye" ? There's probably one guy sitting there, answering e-mails all day, 5 days a week. Because of that - in a way - WE are also the support.
Posted August 19, 2010
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Vestin: And this makes me sad, since I'm used to spending countless hours trying to figure our how to make something work and willing to go to GREAT lengths, as long as the solution will be quite perfect. Bah - after finding one I even tend to lose interest in playing the game itself ;P.
I'm sure this is quite a popular sentiment within our ranks and precisely because we KNOW how annoying being unable to run something properly feels - we try our best to do something about it. For what it's worth - appreciate the good will of the guys here.
Sure - it might have been a misinterpretation. Then again - how can we possibly respond to you basically saying "GOG support sux, kthxbye" ? There's probably one guy sitting there, answering e-mails all day, 5 days a week. Because of that - in a way - WE are also the support.

Believe it or not, I'm the same way, as long as I feel like the methods I'm trying aren't going to cause any additional problems. Maybe some of you install graphics drivers 10 times a day and never think twice about it, but I don't like messing with my system in that way most of the time. Updating the drivers, well that's fine, but rolling them back to play ONE game? I just don't want to do it. I tried other suggestions, but I don't like the idea of having to install something special (vritual machine) or change my system (rollback drivers, etc.) just to play a game.
And as for "what's the point?", well, point taken, but if I were going to ask for help I would have done so in the KB forum (which I did two weeks ago), and not in the general forum. And I should add, many more people responded here with advice than they did in the actual game forum itself!
Posted August 19, 2010
There's definitely a point to posting here...the more attention drawn to the issue, the more likely it is GOG will fix it. Quite simple. They've already said they'll try thanks to this thread and another.
Posted August 20, 2010
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Vagabond: What I'd do to have responsible non-staff moderators on the board.
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lowyhong: I vote Rohan and michaelleung!

*imagines the forums with Rohan an michaelleung as moderators*
*gulps*
Posted August 20, 2010
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JohnJSal: I appreciate the suggestions for help, but if I am unwilling to try certain things, that doesn't justify the attack on me because I never asked for a solution in this thread. I posted a help request in the KB forum weeks ago. I wasn't asking the same question here.

Don't try to reel it in please. You were complaining about a game that didn't work. Some people tried to help you solve the problem when it was brought to their attention. You stubbornly refused to try out their quite valid suggestions. You even did that when you got an official reply. Then why did you ask for help in the first place?
Most likely your computer is f-ed up by all the spyware you've attracted while porn-surfing, or whatever. So here's my suggestion. Format everything and do a clean reinstall.
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This is my favourite topic
Community
General discussion (archive)GOG's technical and customer service is terrible(119 posts)(119 posts)
(119 posts)