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General discussion (archive)No replies from GOG.com support :((12 posts)(12 posts)
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This is my favourite topic
Posted December 09, 2014
Firstly I'd like to say that I love GOG. It's fantastic to be able to legally purchase some of the old classics, and to that end I have bought 81 titles.

I recently had cause to send an e-mail to GOG support, which is the first time I've done so, but am very disappointed in the way I have been treated.

I e-mailed on 25th November, requesting that a game be deleted from my account. This was a free game that I was somehow provided, and does not fit in with the rest of my library. Yes, I know I can hide it, but I would like it deleted - and besides, this thread is not about that, but rather the lack of communication from GOG.

It started so well - I received a reply a few hours later from Natalia saying that it is no problem to delete the game, and requesting information to prove that it was my account. Fair enough, and I replied within 30 minutes of her e-mail.

Since then, the following has happened:

27th November - After 2 days of silence, I sent another e-mail to Natalia asking if the information I provided was ok, and whether they required any further information.

3rd December - After 8 days of silence, I sent a different e-mail through support asking why my first two e-mails have been ignored.

9th December - After 14 days of silence, and 3 ignored e-mails, I have posted this thread.

Although I understand my request is trivial, this is not good customer service, and does not give me any confidence if I had a serious problem.

Please - if someone from GOG support is reading this - get in touch!
Posted December 09, 2014
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BabyMousey: Firstly I'd like to say that I love GOG. It's fantastic to be able to legally purchase some of the old classics, and to that end I have bought 81 titles.

I recently had cause to send an e-mail to GOG support, which is the first time I've done so, but am very disappointed in the way I have been treated.

I e-mailed on 25th November, requesting that a game be deleted from my account. This was a free game that I was somehow provided, and does not fit in with the rest of my library. Yes, I know I can hide it, but I would like it deleted - and besides, this thread is not about that, but rather the lack of communication from GOG.

It started so well - I received a reply a few hours later from Natalia saying that it is no problem to delete the game, and requesting information to prove that it was my account. Fair enough, and I replied within 30 minutes of her e-mail.

Since then, the following has happened:

27th November - After 2 days of silence, I sent another e-mail to Natalia asking if the information I provided was ok, and whether they required any further information.

3rd December - After 8 days of silence, I sent a different e-mail through support asking why my first two e-mails have been ignored.

9th December - After 14 days of silence, and 3 ignored e-mails, I have posted this thread.

Although I understand my request is trivial, this is not good customer service, and does not give me any confidence if I had a serious problem.

Please - if someone from GOG support is reading this - get in touch!
While I'm not from support, what I CAN tell you is that if you send a ticket and then send ANOTHER ticket, your tickets' actual spot in the queue is the one the 2nd (later) ticket got. So it's possible that because of multiple e-mails, support never actually saw them if they have a bit of a backlog (promotion time tends to do that).

However, I'll get someone from their end to confirm if that's the case or if maybe they did reply and you should dig through your spam folder, or maybe if the ogre in the basement exists after all and ate them, and we should hire a new support team (and perhaps get them an ogre-free office).
Posted December 09, 2014
I've contacted support over two months ago and didn't get any reply back. I've replied to my own support ticket a month ago, and then sent in a new message about 72 hours ago, or maybe even longer, I lost count. What I wish to do is to have my username changed, so it's probably not very high priority for them, or at least that's what I thought a few days after my first inquiry. If it can't be done, they could at least tell me a simple "No, piss off!".

edit: It's been fixed now. :-)
Post edited December 09, 2014 by angues
Posted December 09, 2014
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BabyMousey: Although I understand my request is trivial, this is not good customer service, and does not give me any confidence if I had a serious problem.
You know they might actually be prioritizing the serious problems. ;)

Please don't get me wrong as I do understand your need for some kind of response.
Post edited December 09, 2014 by Lemon_Curry
Posted December 09, 2014
Thanks for the replies guys.

However, good news! Within 30 minutes of posting this, I received an e-mail from Natalia and the game has been deleted from my account!

My faith has been restored in GOG.
Posted December 09, 2014
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Ciris: However, I'll get someone from their end to confirm if that's the case or if maybe they did reply and you should dig through your spam folder, or maybe if the ogre in the basement exists after all and ate them, and we should hire a new support team (and perhaps get them an ogre-free office).
You mention that mysterious basement a whole lot. I'm starting to worry that it may actually be real.
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BabyMousey: My faith has been restored in GOG.
NEVER *SLAP* DOUBT *SLAP* GOG! *TRIPLESLAPAPAP*
Post edited December 09, 2014 by F4LL0UT
Posted December 09, 2014
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F4LL0UT: NEVER *SLAP* DOUBT *SLAP* GOG! *TRIPLESLAPAPAP*
Ha ha!
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BabyMousey: However, good news! Within 30 minutes of posting this, I received an e-mail from Natalia and the game has been deleted from my account!
That's great BabyMousey! And kudos to you for keeping a civil tongue in your head as well as to Ciris for the swift response (and addition to the GOG mythos)! :)
Post edited December 09, 2014 by Lemon_Curry
Posted December 10, 2014
If you annoyed my company with a stupid request like that, I'd ban you from my store.
Posted December 10, 2014
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realkman666: If you annoyed my company with a stupid request like that, I'd ban you from my store.
A massage table in a van is really stretching the term store.
Posted December 10, 2014
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F4LL0UT: You mention that mysterious basement a whole lot. I'm starting to worry that it may actually be real.
Well, it is actually.................... You can see the server on the background.. Apparently, not the latest model.. :D I can't see any ogres though..
Posted December 10, 2014
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F4LL0UT: You mention that mysterious basement a whole lot. I'm starting to worry that it may actually be real.
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Vythonaut: Well, it is actually.................... You can see the server on the background.. Apparently, not the latest model.. :D I can't see any ogres though..
Are you sure about that? :-D
Attachments:
ogre.jpg (90 Kb)
Posted December 10, 2014
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_Slaugh_: Are you sure about that? :-D
Hmm, maybe not.. so that's why there is no one else in the photo.. :P
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This is my favourite topic
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General discussion (archive)No replies from GOG.com support :((12 posts)(12 posts)
(12 posts)