My opinion of GOG.com support is that they provide the best customer support and service of any video game retailer in the industry by a large margin. I've been with GOG.com since 2009, but the majority of my actual patronage started in late 2012. In the last 4 years of being an active GOG customer I have contacted GOG support numerous times. I've contacted them with regards to problems with the shopping cart checkout, games I purchased not showing up in my library, incorrect prices being shown on the website for me, games that were in my library randomly vanishing on and off. I've contacted them over problems experienced trying to install games, to get them to launch, and graphical or other glitches or problems experienced when I do get a game launched. I've reported problems with the GOG Downloader, with GOG Galaxy, and tonnes of issues with the website, the forums, etc.

In almost all cases, they respond as advertised within 24-48 hours business time under the Polish time zone during business days, and often will respond on weekends also (even though they only have a skeleton crew on the weekends from what I understand). When I've experienced shopping cart or library problems they've resolved them in less than 24 hours almost always with few exceptions. The exceptions were due to website glitches or similar that took their engineers more time to troubleshoot and fix over a longer period of time. Other website issues of a more general base that more people are affected by, some are fixed quickly and others have taken longer to figure out and fix but they always do their best to give as rapid of solutions as they're able to do so, and the fact that I can even communicate with them on its own is far better than the experience I've gotten on just about every other game retailer online.

When I've had problems installing a game or getting it to work, they provide suggestions or point to links on their own website or on 3rd party sites that either have the solution needed, or suggested solutions that may work, often adding their own commentary in email as to other things to try. They've given some insane out-of-thin-air suggestions to fixing some game problems where I was left thinking "where did they get that from?", tried it and it worked. Such as disabling morphological filtering in my video control panel to get past blurry corrupted graphics issues in the Alien Nations game.

On several occasions throughout the years they've given me free games for my troubles (without me expecting nor asking for such), such as the time I bought 57 games during a Winter holiday sale and broke their shopping cart software which wasn't programmed to handle more than 50 at a time, so 7 games went missing from my order. Even though I wasn't charged money for those games that were missing, they gifted me the missing games free of charge for the inconvenience. I would have been just as happy for them to just add the games to my library and pay the missing difference, but I got the bonus plan.

With some technical issues I've encountered, particularly with the website - often not only has support responded about the issue, but their engineers have contacted me to try to diagnose the issue and gather data to be able to fix it. Most of the time they've been able to sort things out quickly, however there were two huge issues I encountered over the last year and a half roughly that were long standing and very frustrating. Even though they weren't able to resolve these issues right away, they were quite courteous about it and indicated that they were continuing to try to figure it out. It took some time, but these two biggest issues did get sorted out eventually, and while they were working on it I would periodically get contacted by a couple of the engineers to test some things and give feedback.

<continued below>

They've been great to me, although I've not had as many issues as Skeletonbow. But they've changed my username when I requested it (yes, they wanted the same information as they requested of the OP, but one should be happy that they want you to jump through a couple hoops when it comes to that), they gifted me the Witcher 3 Expansion pass when the CDN dollar took a shit and I had just bought two copies of Witcher 3. They've resolved a couple minor issues as well and always courteous and fast.

So no complaints here as far as customer support.

<continued from above>

Not only has my experience with GOG's official support mechanism been 10/10, but they go way beyond the call of duty IMHO. There aren't that many companies out there that have stellar support and also have their actual developers/engineers get in contact with you publicly or privately to sort through issues. That is almost unheard of in the industry except perhaps with some open source software companies such as Red Hat, Canonical or similar.

This is just a small fraction of the good things I could say about the top notch support I've experienced from GOG.com in the last 4 years, but I could literally go on and on for hours. I've never seen any other company in any industry give this good of a level of customer support personally, and they do so with a real human being non-corporate demeanour and even a bit of tasteful sense of humour thrown in at times as well. Even when some issues were not immediately resolvable they've been very courteous and showed a very pro-customer attitude and demeanour that other companies should seriously study and take notes from.

Running a business like this there will always be lots of problems encountered by customers, and people tend to get highly emotional and charged up, often quite impatient and want immediate responses and results. GOG does their best to try to do this, but they too are just human beings and they're not always able to give an immediate response and/or results, but they have a strong track record of giving good customer support responses within the time frames they state even if they're not able to resolve a specific issue immediately. Additionally, being human they sometimes make innocent mistakes too. Sometimes a support request may inadvertently slip between the cracks due to human error or machine error for example. When they're alerted of this (usually via the forums here), often some other GOG employee not even in the support department will take the issue and raise it to the appropriate people internally, and someone from support will jump to respond to the issue and apologize for the glitch, then try to resolve the issue as soon as possible.

Personal conclusion: GOG support is *F*CKING AWESOME* with a circle drawn around it, with arrows pointing at it as a flashing neon sign, and they deserve gold plated pizza every day for lunch. That's my personal opinion. Have some people had bad experiences? Sure, that's life. In my observation though, the people who have the bad experiences tend to be people who have a problem then go into anger/outrage/tantrum mode and yell and scream until they get what they want immediately if not yesterday, and more often HINDER the process of getting support rather than help it. You get a lot more with honey than you do with guns as they say, and I for one can attest for that with 7 years of patronage, 4 of which are highly active. Other's results may vary, but that's more on them than on GOG IMHO.

You're trying to give the staff indigestion? O_o

I just had an issue that was my mistake and GOG support fixed it to my satisfaction. Thank you GOG support and keep up the great work.

Since their website is translated by volounteers, I very much doubt their support staff is supposed to reply in anything but English.

My experience has been that they are polite, but completely unhelpful. They will ask for a variety of irrelevant information and deflect whenever possible. They will rarely, if ever, answer questions asked during the thread. If the ticket changes hands, expect to see the new person rehash questions that have already been asked and answered earlier in the thread.

On a recent attempt, after ten rounds with them, I was left with the impression that they are little more than an interactive FAQ. If your problem cannot be solved by a comprehensive FAQ, it probably cannot be solved by support. To be fair to them, I have come to expect front line support to be useless, so I only ever contact support if I am out of options. They then run through all the options that I already exhausted. I humor them in this, although I usually get pretty frustrated after the third or so iteration in which they have me try something I already tried before contacting them in the first place. In theory, once they reach the end of the script, they should try something useful that I cannot do for myself. In practice, when they reach the end of their script, they give up. No escalation to someone better informed. No solution.

The latest problem where they failed me was that the gift code information captcha is completely unsolvable for me. It never uses the short form captcha. When I try to submit the answer to the long form captcha, it fails to contact the server, then loops back and asks me to try again with new images. Until solved, I cannot view what a gift code does, when it expires, or what it yields when redeemed. Their suggestions included:
- Use some other browser
- Have a friend do it for you (assumes you have a nearby friend you can
borrow as a go-between)
- Send the account password over unencrypted e-mail to support so that
they can log in as me. Apparently they have no administrative
interface to handle any of this.

I tried every suggestion of theirs, where possible. Sometimes they suggested things I could not try, in which case I sent back why it was impossible. We reached the end of their script and they seemed to give up. I pointed out that there was still no solution, but got nowhere, so I gave it up as a waste of time before they actually solved the problem. The value of the information about the gift code (note: both this and any future code, since I still cannot solve the captcha) was not worth the frustration of dealing with them.