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GOG customer service has been ok so far, but not great.

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Non-GOG crappy customer support story:

A major airline (not talking about those low cost airlines; this was a flag carrier of one of the Asian oil states and one that consistently appears in the world's top 10 airlines every year) messed up my flights (long story). Their office there said that once I'm home I can contact their customer support and they'll get me a refund.
So after I got back home I called customer service. What followed was 3 months of phone and email communication with them refusing to give any refund. Or any reason as to why they won't. It was simply "sorry; it's not our fault; we won't give you anything." repeated again and again. I'd ask to speak to the person's manager, but they'd initially say they can't do that, and on my insistence give me contact details of a more senior person, who'd just repeat the same thing.
The phone calls were costly. And they would take their sweet time answering e-mails.

The breakthrough happened when after a few months I got an Out Of Office email from one of the senior guys. "I'm on holidays.. bla bla bla... in my absence please contact this fellow who is my manager". Now so far I was in contact with either east Asian or European people. The guy mentioned in the out of office email however had a local Arab name, sheikh somebody or the other, so he must have been a really senior manager. I sent another email to one of the customer service people again asking for a refund, putting the Arab guy on cc. I struck gold. Within an hour I got a reply saying they'll send me a cheque with the refund.

End of story? No. I got a cheque, but not for the full amount. It was just over one half of what they had to send. OK, I think, maybe the customer support person made an honest mistake. I don't want to get them in trouble with the manager again, so I quietly send an email to the customer service guy politely asking what happened. Three, four, five days pass without a reply. That's it. Idiots never learn. I repeat my question with the Arab guy on cc and again within less than an hour I get an apology and a promise to send the remaining amount in another cheque.

End of story. I got my refund, but it wasn't a pleasant experience. I don't mind the money and time spent on phones and emails. What pissed me off is their attitude. They never admitted their mistake, it was more like "you're wrong; but we'll give you the money anyway". It's as if their policy in giving refunds is not checking whether the guy asking for it is right or wrong, but simply refusing any refunds at all, even if the customer is right, and then give refunds to those who are persistent enough and bother them long enough, even if the customer is wrong. Assholes.


EDIT:
Other than the above and another case or two, I've only had positive experience with various customer service. Even people going out of their way to correct what in essence was my mistake. So I can't really complain.

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for sure !

Fortunately I have not experienced issue with support service, but from what I see, GOG make sure to have their customers happy. And it's the best strategy. Satisfy a member and he will talk good about you (best ad ever :) ) Here you are an example.

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I'm not in.
I figure it would be pretty hypocritical since I think they're fairly bad.

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I only needed the support once (I only joined a few months ago and I usually try and manage to solve problems with games myself) because of a problem with the currency which I couldn't change to EUR they only told me that they were unable to repoduce my problem (fortunatly the community here was able to help me by telling me to delete the cookies) but at least they were answering that's something, most other "supports" I know don't even do that or redirect me to someone else who tells me to ask the support.

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I have a lot of good and bad memories about contacting customer service. Gog is always good, they responde pretty fast and they solve the problem. I remember a few months ago contacting Origin about a problem with Titanfall, I couldn't play online so I send them a message, they asked for my number and within minutes they called me to ask me what was the problem and solve it through phone. It's the first time I don't contact the support service, they contact me xD. Another story, this one bad, was after contacting uplay. I wanted to know if a dlc bought through the online store would work with the physical edition of a game that wasn't in the store. Well I had to explain it 3 or more times (and wait a long time cause they took their time to respond) cause the person of support wasn't able to understand my question. At the end, they understood and solve my question.

Im In.

Havent had any GOG customer service stuff so here's a story about a kindle game, Sims FreePlay. My game became corrupted graphically, in any building over one floor (which was them all) the dividing floor was invisible so you would get a mesh of all 2-4 floors as one image. In other words all the objects in the house, furniture, wall art, plants, etc could be seen at once. It was like trying to work in a Salvador Dali world. lol Couldnt reset the game as you would lose all progress and have to start over. Other users had the same problem.

My ticket to customer service eventually was answered 2mths later with something like "wow, never seen that before, ill send it to tech right away'. never heard back from them till the day I quit. On the flip side, when earlier my progress had been wiped including bought items, they did give me a game refund plus a generous sorry amount, only took 4mths for that.

*shrug

recently I have noticed an upswing in customer service in other businesses, from having real people answer the phones, to working with you thru your problem etc. maybe businesses are realizing that they lose more money if they go the way of discouraging customers from contacting them, which has been the business model fad of the last decade

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Great customer support experiences:

Paradox: had three games with different problems (two games were without the Paradox forum key, steam's fault, and yet Paradox, via Johann, provided me access to the tech forums by registering my Steam keys as forum keys). The last game was the original Warlock and i was still missing some DLC's when Paradox released the Ultimate edition and i had no way to buy the missing DLC's. Asking nicely helped and my standard edition was upgraded to Ultimate.

Origin - when the first Origin humble bundle was released, EA kind of messed up the Sims 3 keys. Spending 15 minutes on live chat, my problem was solved and as an apology i got 20$ valued simpoints and a 10$ coupon to spend in the Origin shop. Also, i've got the simpoints that were attached to the Sims3: Starter pack from the bundle. So, yeah, that was a nice experience.

Worst experience:

UPlay: i had Assassin Creed 3: standard edition and i bought the Deluxe Edition. To my surprise, the bloody key refused to work on Uplay (i got the game via ubi shop, so that should not happen). Support answered to my email after a week. Their solution: create a new account (which was out of the question, as i have quite a few games and multiple accounts should never be a solution when the crappy program can't recognize multiple editions; while Origin, Steam and GOG can differentiate multiple editions, UPlay can't). In the end, i finally got an email from one of the forums moderators suggesting that i should try registering the key in the game's menu, at the same place where you activate some DLC's. That worked. Support wasn't capable to provide even this alternative. Ubi...what can i say.

I'd love to be in, but I don't really have any customer service stories to tell, so I'll pass. Thank you for the giveaway anyway, +1.

I think you don't have to share a customer service story to be in. So heads up :)

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Awesome way of paying it forward OP +1

Fortunatley all my interactions with GOG support have been excellent. Below are just a couple of example of my experiance with GOG Staff.

Case 1

Accidentally bought a game for myself when I missed the "Gift" option, as I was going to give it away in a contest. So I sent a ticket and the response came later that day. They removed the game from my library and gave me store credit. The giveaway wen over well. I think it was for Might and Magic.

Case 2

On my Windows 8.1 machine I was getting severe lag when I ran older adventure games (Scumm Engine and AGS mostly). The process of fixing it was lengthy but ultimatly resolved the issue. Turns out that having dual monitors with a high resolution can bugger some games. I run the laptop through my 52' LED TV so whenever I want to play certain games I disable the laptop screen and just use the TV as my primary. I cant do this all the time because because the resolution does not give me the option for the resolution I want when I only run one screen. But for games its no big deal.

All in all Im a very happy customer. Coming from Steam which has no support whatsoever, to GOG where it has excellent support (in my experiance) I now recommend GOG to everyone who games.

Other places I had to use the support line/service were however absolutley terrible.

Bell Canada- How can a telecommunications company have reception this poor? Not to mention the active throttling of their customers.

Rogers - They actively try to scam you. If you don't monitor your bill, they will always try to tack on some bullshit charges.

Valve - No support whatsoever. They could not care less about their customers.

Linksys - I called to ask them ONE simple question for when I was setting up my home network. It really was just one question that if answered would have save me an hour of work. The rep (whom I shall call incompetant cuntbag 1) made me go through a 20 minute registration process and at the end denied me any support becuase the router was bought more than a year ago.

A yes or no answer to my query would have taken 5 seconds. But cuntbag bounced me around for 20 minutes on some bullshit registration. That one really pissed me off.


EB Games - Declined to sell me Halo 2 on launch day despite having paid for the pre-order. Said I was underage. I said, "Well apparently nobody cared about that when you took my money for the pre order or that copy of Manhunt i bought IN THIS STORE not even 3 weeks ago".

They refused to even refund my preorder, which I then crumpled up and threw in the cashiers face, calling him an incompetant cunt. I then went to a local place that had the deluxe edition and bought that with no hassle (should have gone there to begin with because I always want to go local and small).

I got my revenge though. I went in a while later with some dog crap smushed into a dvd case and left it in the used games bin by the counter.

Lesson learned, Don't fuck with a paying customer.

Not in.

I recently got a response from Steam about card drops on the summer sale. Took about 3 months to reply and sent me a boilerplate which basically says: contact us when you have a real problem.

I contacted Playfire after not getting credit for playing Bioshock Infinite, got no response yet.

On the other hand, I had an item I didn't get from eBay, and by the time I realised it's very late it was impossible to open a dispute on eBay. Fortunately I paid with PayPal, which has a 180 day guarantee, and PayPal was able to get my money back very quickly.

Not in. +1 for the GA