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General discussion (archive)Slow support at GOG?(12 posts)solved(12 posts)solved
(12 posts)solved
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Posted June 24, 2014
Today it's one week since I contacted support regarding questions about a game with no reply except confirmation of the message has been received. Is it normal that it takes this long? I'm used to get answers within a day or two from other stores.

There's nothing in the spam-folder either so I don't know if my message got lost or just support being slow.
This question / problem has been solved by Geralt_of_Riviaimage
Posted June 24, 2014
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amund: Today it's one week since I contacted support regarding questions about a game with no reply except confirmation of the message has been received. Is it normal that it takes this long? I'm used to get answers within a day or two from other stores.

There's nothing in the spam-folder either so I don't know if my message got lost or just support being slow.
They likely have a crapton of support requests due to the sale. I imagine this is the reason for the delay.
Posted June 24, 2014
I've contacted support twice (on a profile issue and on a website issue) and got very swift replies. I've never used support for a game issue though. Mostly I can find the answer somewhere in the gaming threads.
Posted June 24, 2014
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amund: Today it's one week since I contacted support regarding questions about a game with no reply except confirmation of the message has been received. Is it normal that it takes this long? I'm used to get answers within a day or two from other stores.

There's nothing in the spam-folder either so I don't know if my message got lost or just support being slow.
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Coelocanth: They likely have a crapton of support requests due to the sale. I imagine this is the reason for the delay.
Yes that's what I'm guessing, I do hope I get answers before sale is over because it's about a game I might buy on sale, otherwise I'll just wait until next sale. Sales are pretty frequent on GOG.
Posted June 24, 2014
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amund: Yes that's what I'm guessing, I do hope I get answers before sale is over because it's about a game I might buy on sale, otherwise I'll just wait until next sale. Sales are pretty frequent on GOG.
What's your question and what game is it about? Maybe one of us could help.
Posted June 24, 2014
They probably don't like you, the reply to my support ticket came after 3 hours!

Just kidding! :P It's probably like Coelcanth said (and you yourself imagined) and it probably also depends on the type of issue/gravity. If they shouldn't answer in another week, just bother them again.
Posted June 24, 2014
I requested to have a purchase switched to a gift last week. The reply came quickly, and everything was dealt quickly and easily.
Posted June 24, 2014
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amund: Yes that's what I'm guessing, I do hope I get answers before sale is over because it's about a game I might buy on sale, otherwise I'll just wait until next sale. Sales are pretty frequent on GOG.
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ChaunceyK: What's your question and what game is it about? Maybe one of us could help.
Well, I have the base game for Sword of the Stars: The Pit and was wondering if I bought the DLCs + the Gold Edition upgrade if it would turn into one single game/download. I don't want to download base game and all the DLCs seperately. There is a Gold Edition you can buy but it's confusing when there are multiple versions of same game. Hopefully I'm making sense here :)
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Reever: They probably don't like you, the reply to my support ticket came after 3 hours!

Just kidding! :P It's probably like Coelcanth said (and you yourself imagined) and it probably also depends on the type of issue/gravity. If they shouldn't answer in another week, just bother them again.
Yes most likely depend on type of question and game related questions might be what most people ask during the sales.
Post edited June 24, 2014 by amund
Posted June 24, 2014
I contacted support on numerous occasions for all sorts of different reasons (purchased games not showing up on my shelf, an edit to one of my reviews, a question whether a Kickstarted dev would be able to supply gog keys, and so on) and usually my problems were resolved within the hour. The only instance where I had to wait longer for a definite reply was when a review I submitted was eaten up by a website glitch (and that took several weeks, if I remember correctly - However, I did receive a message before that that their tech team is looking into it).

It probably might also depend on the nature of the question you asked, it might be something that they can't immediately answer.
Posted June 24, 2014
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ChaunceyK: What's your question and what game is it about? Maybe one of us could help.
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amund: Well, I have the base game for Sword of the Stars: The Pit and was wondering if I bought the DLCs + the Gold Edition upgrade if it would turn into one single game/download. I don't want to download base game and all the DLCs seperately. There is a Gold Edition you can buy but it's confusing when there are multiple versions of same game.
No, it won't change into one single download. And as far as I know even the Gold Edition you can buy consists of different downloads for the base game and the DLCs.
Posted June 24, 2014
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ChaunceyK: What's your question and what game is it about? Maybe one of us could help.
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amund: Well, I have the base game for Sword of the Stars: The Pit and was wondering if I bought the DLCs + the Gold Edition upgrade if it would turn into one single game/download. I don't want to download base game and all the DLCs seperately. There is a Gold Edition you can buy but it's confusing when there are multiple versions of same game. Hopefully I'm making sense here :)
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Reever: They probably don't like you, the reply to my support ticket came after 3 hours!

Just kidding! :P It's probably like Coelcanth said (and you yourself imagined) and it probably also depends on the type of issue/gravity. If they shouldn't answer in another week, just bother them again.
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amund: Yes most likely depend on type of question and game related questions might be what most people ask during the sales.
That's easy to answer.

The game will only show up as one entry on your shelf ("Sword of the Stars - The Pit + 2 DLC") but that entry will have three downloads: Base game, Mindgames DLC and Gold Edition Upgrade.

You will have to download all three and install them in the order mentioned above. The Gold Edition is only for people who don't have the base game yet. But even if you buy that you end up with exactly the same entry on your shelf.

Keep in mind though that there is a third DLC for SOTS which is called The Pilgrim, which is not part of the Gold Edition.
Posted June 24, 2014
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amund: Well, I have the base game for Sword of the Stars: The Pit and was wondering if I bought the DLCs + the Gold Edition upgrade if it would turn into one single game/download. I don't want to download base game and all the DLCs seperately. There is a Gold Edition you can buy but it's confusing when there are multiple versions of same game. Hopefully I'm making sense here :)

Yes most likely depend on type of question and game related questions might be what most people ask during the sales.
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Geralt_of_Rivia: That's easy to answer.

The game will only show up as one entry on your shelf ("Sword of the Stars - The Pit + 2 DLC") but that entry will have three downloads: Base game, Mindgames DLC and Gold Edition Upgrade.

You will have to download all three and install them in the order mentioned above. The Gold Edition is only for people who don't have the base game yet. But even if you buy that you end up with exactly the same entry on your shelf.

Keep in mind though that there is a third DLC for SOTS which is called The Pilgrim, which is not part of the Gold Edition.
Thank you that's exactly what I wanted to know, much appreciated :)
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General discussion (archive)Slow support at GOG?(12 posts)solved(12 posts)solved
(12 posts)solved