I purchased the saboteur when it was on sale and ran into trouble playing it. I figured out how to fix it and get it running only for GOG to not have a cancel refund button. i went to the bot to get help from a person and it has now been 21 days since. they are charging 20 dollars for the game and i refuse to give them more money when they cant even respond with anything more than a bot. Does anyone know how to get in actual contact with a person from GOG so i can have them reverse the refund and take the cash back out of my account for the game?

It is shocking that you have not gotten a timely response. This is unacceptable.

But what is more shocking is that you would pay $20 for a game that historically is on sale for a fraction of that price.

ORDER #80BBCF5F2824
Jun 7, 2017
3.99
The Saboteur™
19.99

You can try messaging a blue - username in blue is gog employee. Only gog can help. Unfortunately this is the new “improved” support.
If it works and you can play it, I wouldn’t bother about it. If they later cancel your order, just buy it again later on in a sale.

He said he bought it on sale.

I received a reply today to my support ticket from January 1st. 23 days isn't a great response time, but it's better than the usual 5 weeks it takes them to get back to me. Hopefully this is a sign of better support in the future.

It normally takes 5 weeks to get a response? Outrageous.

I imagine they've been backed up quite a bit because of the virus and then 2077 on top of that.

Actually depends on the type of problem, if is something really urgent, then just take a few days, when is something like a refound, if the time of refound pass then is not a big priority, if you want a refound just go to "orders and settings" and ask for a refound of the selected game.
In this case, they surely will add the game back to the OP account or will offer him/her a discount code sp he can re purchase it at the same price. Currently is on sale for $4.99 if you want to purchase it again. What was the problem with the game and how you solve it? In case somebody has the same problem in the future.

That's just been my experience, for the most part. I've also had to wait months one time, and once I only had to wait 9 days. I had the misfortune to sign up right around when support apparently stopped being top notch. I got a response before someone who lost access to his account.

I've also considered that they might have VIP users that they attend to instead of us mere mortals. But I've seen people with hundreds of games also having to deal with waiting times in the weeks or months.

I own more than 600 games on GOG, and I suffer from absurdly long waiting time with support requests. So I doubt there is any kind of favouritism here ;)

I think it is all based on luck and the size of the support backlog… Sadly this is not going to change (at least not for the better), seeing as GOG decided not to hire more staff for their support team.

We'll see. Supposedly, the new chatbot successfully handles 40% of support queries and it will improve over time. Though it doesn't fill me with confidence that staff ignored my question about the support delay while replying to others.

I think the new chatbot is both a naive mistake, and an excuse to avoid what would really help the support team: hiring more people.