Is there still a support, given the announced plans to focus on core business?

I haven't had any response to problems in months. Is the support from Galaxy still working?

Load up your support ticket page to check on its status. You either get the link when you create the ticket (if you bypassed the chatbot), or when you get the confirmation e-mail.

In GOG Galaxy, the only options are to create a report in the bug tracker, or to send general feedback. I haven't submitted either, but I wouldn't expect a response.

They're all open & assigned on mantis2.gog.com. But they haven't progressed a bit, some were reported in Autumn 2020.

It seems to me they've completely cut the support. I remember they were responding reasonably quickly 2 years ago, since then it has become abysmal.

I'll wait to see if they answer here, but I doubt it.

That's the GOG Galaxy bug tracker. If you want support, you need to open a support ticket. Once the support ticket is open, you'll likely have to wait weeks to get a response.

Thanks, that's right, there's a difference between direct support and tool support. Those are issues with Galaxy that I reported, it feels wrong to open a ticket for that. I'm just observing no progress on those issues.

Indeed, I opened a ticket 4-5 months ago and it did take weeks (to remove a review since despite what the site was showing, it was not possible to edit it).

To confirm: 3 weeks since I opened a ticket, and nothing. So it's the same issue as the bug tracker. I suppose they're understaffed and overwhelmed :(

Apparently they haven't realized something was wrong on the site with the Community / Forum replies, or "My posts" / "My questions", which don't work anymore ("you haven't posted in the forums recently"... even I did the day before). And I get a notification but when I click on it, it says the same.

It really makes me hesitate before buying from GOG now, which is a shame. Except for the delayed updates, it's nice to be free to update or not, and to be sure there are no nasty malware like Denuvo in games.

It's good for long-released games that are not likely to require any support. But for a fresh release, it becomes riskier.

They never answered here either.

My average support response time has been 5 weeks for the most part. It's been worse lately. Right now, I have a ticket from February 15th that didn't receive a reply so far. I also have a ticket from January 1st that I got a reply to on January 24th and nothing since. I don't see anything out of place there. It may be a user-specific issue (possibly something wrong with the info in the database). Staff don't provide support on the forums. If it's an urgent issue, you can change your privacy settings to allow message from everyone, then send a polite message with your ticket number to a staff member like ponczo_.

This would be the purple dot I imagine? It's a problem that nobody has deemed important enough to fix in many years.

Just ignore it now. Are you perhaps a Free Software user?

We have had reports that Free Software users tend to expect other people to fix bugs and improve the software they use on a regular basis.

Of course, Windows users don't make these extortionate demands because they understand that long standing bugs are expensive to fix and nobody's contract is to fix other programmer's mistakes.

Galaxy is mainly a Windows program so it's unlikely you are a Free Software user, however, sometimes people have misunderstandings. Please check...you may be experiencing an Unrealistic Expectation exception.

I know I'm, not the only one still waiting on a refund after they pulled their bait and switch with Devotion.

No, I'm not even sure what it is. Is that a new Linux distro?
With such a name, it's pointless to try and search for it ;-)

But you guessed right, I'm using Galaxy with Windows, nothing fancy. It's a nice, light platform and they have made good improvements to the installation process 18 months ago, but there are several issues which remain unaddressed (including serious security flaws).

For information, contacting the support of GOG has become impossible.
There is no ticket anymore, their bot is blocking everything.

A few weeks ago I had to contact support regarding one of my reviews here. I got a reply in a couple of days and even had the issue solved in another day or so.

I don't know if I am the exception, but support seems to be working for me. It can indeed be annoying a bit, but hardly "game breaking". The workaround solution I have is that if at the same time you have a notification for the bell icon (I am talking about the site, I don't use the client and never will), then while you have he purple dot, click on the bell icon and click clear all, That will take care of the purple dot too.

1. Follow these directions for creating a support ticket via chatbot.
2. If you can't create a support ticket, save the entire chat log. If it's lengthy, you may need to use a site like Pastebin to share it.
3. As mentioned earlier, change your privacy settings to allow chat messages from everyone. Then send a polite message to a staff member like ponczo_ or Clownski_.

Alternatively,
• You can try directly e-mailing support (at) gog (dot) com
• If you don't mind tinkering with a browser add-on, you can bring back the old contact form with a user style