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General discussion (archive)Never getting a support reply from GOG staff.(47 posts)(47 posts)
(47 posts)
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This is my favourite topic
Posted May 26, 2011
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Tulivu: A support staff that accepts responsibility instead of claiming the internetz did it?
*nervously looks around* What's going on here? What do you want?
Yeah, this is also kinda new to me. Respect to you, Firek.
Posted May 26, 2011
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Firek: I'm very sorry about this, we reply to 90% of our cases within 24 hours but some can take a bit longer. We have recently expanded our Support staff and I'm sure that those of you who contacted us before and after March can confirm that there's a huge difference. Please keep in mind that the amount of traffic after we released The Witcher 2 impacted our department considerably.

I have found your ticket and will get back to you in a minute or two. It's true that in some cases a user may think they haven't received a reply because it went into his/her spam folder, but this time the delay is my sole responsibility. Once again, I apologize.
Once again Firek shows how much he rocks!
Posted May 26, 2011
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Tulivu: I didn't say all of them. Dopey, Sleepy, Bashful, and Doc are ok, its Grumpy, Troll-y, and Rape-y that worry me.
Besides, have you seen my posts, sometimes? I live under a bridge and heckle goats.
(Whats with my fairytale references today? Oh yeah, TheEnigmaticT)
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TheEnigmaticT: I'm a fairytale?
"Slayer of Fae" ring a bell? Maybe its the blue type, but your quotes tend to imprint themselves. I will probably never forget that a support guy actually got on a thread to admit a slip and apologize.

Speculation: Max rep = Colored text (and a few gifts)
My alts and I will get on it and let you all know.
Posted May 26, 2011
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TheEnigmaticT: I'm a fairytale?
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Tulivu: "Slayer of Fae" ring a bell?
Ah yes, THAT post. I'm so going to remember it when making a new contest >:D
Post edited May 26, 2011 by Thiev
Posted May 26, 2011
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Tulivu: "Slayer of Fae" ring a bell?
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Thiev: Ah yes, THAT post. I'm so going to remember it when making a new contest >:D
Wish you had just PM'd me that.
Nothing to see here people.
Posted May 26, 2011
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Right, I was wrong then, but that doesn't make the support any better.
And stop crying and asking about my problem - if you work for GOG and think you can help, read my ticket.



Problem solved - thank you Firek for coming forward, and not being a complete cunt like.. well. Every other staff member of any site on the internet. I'm.. I'm impressed.
Post edited May 26, 2011 by Kvnt
Posted May 26, 2011
Three days ago I contacted Customer Support. A day later I got a reply.


I value good Customer Service. Good Customer Service earns my loyalty and goodwill. This directly translates to increased sales (particularly when so many others are so bad at it). I'm sure that I am not the only one who thinks this way. And I'm certain that GOG is aware.


One suggestion I would make: When customers submit CS forms, send them a auto-confirmation email that it has arrived. Include a case number as well as a copy of the customers query. The frustration level of some customers will decrease knowing that their query has been received. Lack of confirmation can increase anxiety, frustration and ill will. Better to send a polite note with a means to track and confirm.
Posted May 26, 2011
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WhiteElk: One suggestion I would make: When customers submit CS forms, send them a auto-confirmation email that it has arrived. Include a case number as well as a copy of the customers query. The frustration level of some customers will decrease knowing that their query has been received. Lack of confirmation can increase anxiety, frustration and ill will. Better to send a polite note with a means to track and confirm.
^Good idea.

I'm sure it had to do with increased sales and whatnot - this time maybe. (I'm fine with a week delay maybe, I started this topic because we've been ignored before)
But how will you justify my man writing to GOG twice, and never receiving an answer?
That was a good 7-8 months ago.
Post edited May 26, 2011 by Kvnt
Posted May 27, 2011
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Kvnt: But how will you justify my man writing to GOG twice, and never receiving an answer?
That was a good 7-8 months ago.
7 months ago we weren't staffed as well in support as we are now. We've seen a marked improvement in our support turnaround time recently because we've hired a number of new guys to help out in that department.
Posted May 27, 2011
OMG please stop whining. If i don't receive reply, I send my ticket once again, and again and again, not waiting 7 months and then to complain about it...
Posted May 27, 2011
Their department is sorta hard to find but drop by and chat with them. If their not there just slip a note under the door. They are a friendly bunch once you get to know them and have always answered any request I have sent . . . =)
Attachments:
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Posted May 27, 2011
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Stuff: Their department is sorta hard to find but drop by and chat with them. If their not there just slip a note under the door. They are a friendly bunch once you get to know them and have always answered any request I have sent . . . =)
Fair warning, though: they hates the hobbitses.
Posted May 27, 2011
GoG support are hit and miss in my experience.

I emailed them 2 or 3 times about problems with the website and they replied to me with a fix within 24 hours each time.

On the other hand I missed my fair price codes when I purchased Witcher 2. I eventually recieved them from support but it took two weeks worth of emails, most of which I never recieved a reply too, and a paypal dispute claim to get them.

I'm sure they are doing the best they can but maybe just keeping people in the loop rather than waiting til the problem is fixed before contacting them might be a good idea.
Posted May 27, 2011
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TheEnigmaticT: Fair warning, though: they hates the hobbitses.
Hehe . . . nobody's perfect . . . =D

Still, they have answered every inquiry that I have made over the years. I guess the community has grown quite a bit but . . . my last support request was answered in three working days a couple of months ago.
Posted May 27, 2011
Player_01 thanks for the useful reply, you're one of the few people who aren't here to increase their post count, and hopefully get some rep with the GOG staff by posting defensively for people they don't even know.


And again - it's not just about one person, or two people. It's more than that. Sure, keep the excuses coming, that won't change a thing. GOG can change it. All you kids who come here and whine because I actually make people aware that there's a problem here - go cry somewhere else, I could really not care less.

I'm glad some of you get support when you need it, there's just too many people who don't.
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This is my favourite topic
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General discussion (archive)Never getting a support reply from GOG staff.(47 posts)(47 posts)
(47 posts)