Alright so I've written to GOG twice, using the form on the website.
My man has written to them twice as well, about six months ago.
None of us ever got a reply. No, it did not end up in spam. In fact, I've never heard of anyone getting a reply from the GOG people when emailing them.

I made this topic to hopefully get the attention I (and others) need,
and also to ask how many other people is having this problem.
I'd love to find out it's a rare mistake and they usually do answer people within a few days, but with four ignored emails I can't help doubting it.
I mean, come on. People spend their hard earned money here.
Zz.

Honestly, they have always gotten back to me in less than 2 days but I have only contacted them a few times. I have heard of complaints, though. I have heard rumors that the mere presence of TheEnigmaticT can get things moving again. Maybe GOG hasn't been crackin' the whip on its fae labor.

Only once have I tried to get in touch, but no reply. I can't even recall what the issue was now.

I hope so, I'd like to get a reply. It's not every problem here that can be fixed by other users.

Zz.. Still waiting GOG.

i recently requested them for the sacred cd key and got the reply within 4 hours, wonder why they did not reply to your queries

Sadly, this seems to be about par for the course. Some queries get a response almost immediately, some take a couple of days, and some are simply never answered. In short, GOG support is fickle, at best. It's still a great service, but their customer support is definitely their achilles heel.

So, what is the problem that is not being addressed by support?

Sadly, it also used to be one of their selling points.

Indeed. The first year of GOG's existence, their customer service was phenomenal. Then it went downhill from there. Their user base has grown enormously, but it doesn't seem like their support staff has grown along with it. And the support tab which was "temporarily" removed from the account page more than half a year ago in order to "fix a bug" is still nowhere to be seen. Many can, though. You might as well tell us what the problem is. Couldn't hurt, could it?

I've only contacted the GOG support three times so far, I think: Both times I asked for a CD key I got a reply within a reasonable timeframe - perfect service. The one time I asked about technical issues with a GOG games I purchased, I never got a reply at all. That doesn't prove anything but I've heard similar complaints from other customers, too.

My assumption is that requests for CD keys are easier to handle for an overworked support staff than complicated technical issues and that the latter sometimes get overlooked without bad intent because there are no quick solutions. Still, I think it would make a slightly better impression if they at least gave some kind of feedback to every request like "We received your e-mail and will get back to you once we've found a solution" - unless there's something wrong with the report system and every third mail or so is lost before it reaches the support staff ...

It's to do with some accounts and games getting mixed up, definitely not something other users can help with.

Well I joined over two years ago, I've never used the forums or bought games on this account until my man gifted me and I thought I might as well use it instead of stalking you all, but it does seem to be right what Wishbone said, it might be that there's not enough staff to take proper care of customer enquiries and the website?
But this should have been expected with the promotion they've done in the past year, and prevented.
That's exactly what I was thinking, but I always expect everyone to be a right dick.


---So noone has any kind of idea what's going on?

I'll tell you something. The exact SAME thing is with CDProjekt's tech support in Poland. The Witcher 2 support is said to be good, but other games? Many months ago, it was brilliant, fast, and helpful. Now, many users complain that they have never received the answer.

I dunno if that's the same team or not, but the politics are the same. I hope CDP will understand soon, that good tech support is one of the most important things, when it comes to customer satisfaction.

Quick, it's the elusive lurker known as The Enigmatic T! Get 'im! Tie him down, with magic rope, it's the only way to be sure. And keep treats on hand for use as rewards for info.