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General discussion (archive)Is GoG support dead?(65 posts)(65 posts)
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This is my favourite topic
Posted February 01, 2011
So I sent the GoG support team a message about 2 weeks ago, and still nothing.

Is there a point in asking for their help, or should I just give up on it?
Posted February 01, 2011
From what everyone says, it's rather random, and sometimes they don't reply at all.

Do try the game's forums if you have not, a lot of users have solved many of there problems there.
Posted February 01, 2011
No offense to GOG, but for the most part the troubleshooting for the games themselves here is based on the very helpful members. Pretty much any question will be answered by the community.

Actual technical issues with the GOG release they have been quick to answer, in my experience.
Posted February 02, 2011
I asked them about my copy of Myst Masterpiece Edition not working at all - not even starting - but they still haven't even replied after about 8-10 days. Before I came to GOG, I knew it for two thing: being in a feature in EDGE magazine and having terrible customer support. It's definitely a weak-point they need to work on.
Posted February 02, 2011
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StingingVelvet: Actual technical issues with the GOG release they have been quick to answer, in my experience.
Sometimes ... we've got a pretty bad technical issue with Castles II where the thread in the forum has existed since October of 2008. In fairness however, I may have been the first person to actually send in a support ticket in January of this year - which is a problem since the messages tab was removed so I haven't heard back and don't know if the message has simply disappeared.
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Export: I asked them about my copy of Myst Masterpiece Edition not working at all - not even starting - but they still haven't even replied after about 8-10 days. Before I came to GOG, I knew it for two thing: being in a feature in EDGE magazine and having terrible customer support. It's definitely a weak-point they need to work on.
Was this on the forum or submitting a tech support ticket?
Post edited February 02, 2011 by crazy_dave
Posted February 02, 2011
You are absolutely right, they need to work on either making sure the games work 100% with all computers (which realistically isn't an option anyway), or they need to make sure they get a few extra hired hands for technical support & troubleshooting. Otherwise those GoG monks may need to come out and apologize to us again for not at least attempting to improve customer support.
Post edited February 02, 2011 by thelovebat
Posted February 02, 2011
Not dead, on life support.
Posted February 02, 2011
Right now, GOG's level of support almost makes Steam's level of support look amazing.
Posted February 02, 2011
In my experience it has been like these:

Sending a ticket to support requesting a multiplayer key, takes 3-4 days to get an answer. Sending a ticket to support because of a bug/crash/downloader crap, never get an answer.
Posted February 02, 2011
I have faith that GOG does try, maybe its the more vocal side of the site that is heard as im sure there are a great many users that never use the forums at all. The couple of problems ive had have been fixed pretty quickly apart from one and I got that fixed by emailing a staff member directly (Yes I have a GOG staffers email address, no you cant have it) and they passed it on and it was fixed the next working day.

PS: I wont give the email for a couple of reasons, 1: I dont have his permission. 2: I doubt he'd like his email box crammed with 2-3 year old issues.
Posted February 02, 2011
It does smell pretty bad over there...
Maybe somebody should take a stick and check.
Posted February 02, 2011
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reaver894: The couple of problems ive had have been fixed pretty quickly apart from one and I got that fixed by emailing a staff member directly...
Emailing a staff member directly is not an accurate portrayal of GOG's support system. And certainly does nothing to instill faith in GOG's level of support to anyone who has followed the channels provided to the public by GOG and wound up with not a single peep in return. So, I have to ask, why mention it?
Posted February 02, 2011
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reaver894: The couple of problems ive had have been fixed pretty quickly apart from one and I got that fixed by emailing a staff member directly...
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bansama: Emailing a staff member directly is not an accurate portrayal of GOG's support system. And certainly does nothing to instill faith in GOG's level of support to anyone who has followed the channels provided to the public by GOG and wound up with not a single peep in return. So, I have to ask, why mention it?
My fingers do the typing it doesnt mean my brain it connected to them.

To answer your question I sometimes go on a tangent and dont really think about what im typing.
Posted February 02, 2011
I just checked. The support staff guys still have a pulse.

That said, they're pretty heavily taxed (and yes, we know, and yes, we're working on fixing that). If you sent a message off and haven't heard back in a week or so, a polite follow up is probably a good idea. Also, as mentioned by others, the fora are a good place to get some answers. If the game's not even starting, try all the usuals: redownload, try installing a directory different that the default, make sure that you're running the program as administrator, make sure that all of your drivers are up to date, and try running in windowed mode or in compatibility mode instead of fullscreen / Windows 7 mode.
Posted February 02, 2011
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StingingVelvet: Actual technical issues with the GOG release they have been quick to answer, in my experience.
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crazy_dave: Sometimes ... we've got a pretty bad technical issue with Castles II where the thread in the forum has existed since October of 2008. In fairness however, I may have been the first person to actually send in a support ticket in January of this year - which is a problem since the messages tab was removed so I haven't heard back and don't know if the message has simply disappeared.
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Export: I asked them about my copy of Myst Masterpiece Edition not working at all - not even starting - but they still haven't even replied after about 8-10 days. Before I came to GOG, I knew it for two thing: being in a feature in EDGE magazine and having terrible customer support. It's definitely a weak-point they need to work on.
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crazy_dave: Was this on the forum or submitting a tech support ticket?
A tech support ticket. I even did everything properly, detailing the issue and submitting a DirectX Diagnostic text file with it.

I'll try redownloading Myst again, though. It passes it's integrity check but this is more just a case of being able to say I've tried everything.
Post edited February 02, 2011 by Export
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This is my favourite topic
Community
General discussion (archive)Is GoG support dead?(65 posts)(65 posts)
(65 posts)