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Hi there everyone,

This is my first post, so please go easy.

I bought a game that l am not happy with and had put in a request to have my money returned on Saturday 18 September 2021. I also followed up with a support request through the robot chat. As of now it has been 10 days and l have not received any response. I am aware that there is a delay due to COVID, but how long should that delay be? It says you should recieve a response within 24 hrs, has COVID cause the delay to exceed 10 days?

Has anyone recently experienced this and would be able to shed some light on how long they waited for a response? Just to be clear, l am not waiting on the money to be returned to my bank account but waiting for staff to acknowledge the refund.

*****UPDATE******

About 8 hours after l made this post, l was contacted by support saying that they have approved my refund and the money will be returned to me shortly.

Thank you to everyone who responded, l really appreciate the community comments of support.



Thanks
Josh
Post edited September 28, 2021 by Joshie86
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Sorry about your bad experience. Bear in mind that the GOG support is allegedly overwhelmed again. Also, keep in mind that there is quite a sh** storm going on in regard to DRM, and all hands may be on deck to resolve it (or not). Just make sure you have replied to their automated messages and be patient.
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Snowslinger: Sorry about your bad experience. Bear in mind that the GOG support is allegedly overwhelmed again. Also, keep in mind that there is quite a sh** storm going on in regard to DRM, and all hands may be on deck to resolve it (or not). Just make sure you have replied to their automated messages and be patient.
hey thanks for your reply. It's my first time experiencing this and wasn't sure if this was the normal or not. Thanks again
on average it takes over a month to get anywhere with gog support... one way or the other this forum is users
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ussnorway: on average it takes over a month to get anywhere with gog support... one way or the other this forum is users
Hey thanks mate for your response. I'll stop checking my emails every 10 minutes then lol.
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Joshie86: I also followed up with a support request through the robot chat.
I know there's some kind of silly robochat on support pages, but does it do anything other than some semi-random responses?

I'd go and open a proper refund ticket.
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Joshie86: I also followed up with a support request through the robot chat.
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InkPanther: I know there's some kind of silly robochat on support pages, but does it do anything other than some semi-random responses?

I'd go and open a proper refund ticket.
hey there, thanks for your response.

I did open a refund ticket ( on the 18 sep) and l also reached out to support (using the robot chat on the 19 sep), and haven't heard back from them yet.

Thanks for your response
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Joshie86:
Did you reply to the automated email you received upon opening the ticket?

I'd guess chatting with the bot does not count as contacting support. I doubt there's a living soul behind it.
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Joshie86: Hey thanks mate for your response. I'll stop checking my emails every 10 minutes then lol.
When you do check your email, make sure you check the email's folders, including the trash folder, the spam folder and maybe other folders you may have too (some times emails can get thrown to some random places).
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Joshie86: Hey thanks mate for your response. I'll stop checking my emails every 10 minutes then lol.
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_Auster_: When you do check your email, make sure you check the email's folders, including the trash folder, the spam folder and maybe other folders you may have too (some times emails can get thrown to some random places).
Hey thanks for your reply. I received a email from support (please see my updated post) and it came through my normal inbox mail.
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Joshie86: Hey thanks mate for your response. I'll stop checking my emails every 10 minutes then lol.
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_Auster_: When you do check your email, make sure you check the email's folders, including the trash folder, the spam folder and maybe other folders you may have too (some times emails can get thrown to some random places).
Hey thanks for your reply. I ended up getting a response from them and for reference it came in my normal inbox.
Thanks
Post edited September 28, 2021 by Joshie86