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General discussionSupport ticket open since 7 days.(10 posts)(10 posts)
(10 posts)
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This is my favourite topic
Posted November 03, 2020
Edit: Ticket has been resolved.

First ticket ive ever sent to support.

Lads what gives?

Where do i complain about this?

Anyone else experiencing absurd wait times for their tickets?
Post edited November 05, 2020 by RaynStargaze
Posted November 04, 2020
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RaynStargaze: Request #766856

First ticket ive ever sent to support.

Lads what gives?

Where do i complain about this?

Anyone else experiencing absurd wait times for their tickets?
we all are, pm GoG staffer Ponczo with your ticket number and he should be able to help you out.
Post edited November 04, 2020 by Lord_Kane
Posted November 04, 2020
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RaynStargaze: Anyone else experiencing absurd wait times for their tickets?
Yep. GOG support is ve-e-e-ry slow to respond. (and sometimes they don't respond at all unless prodded) The only way is to contact a 'blue', like Lord Kane suggests.
Posted November 04, 2020
Thanks guys, if its "normal" ill wait a few more days - i dont really care much about the wait but it genuinely feels as if they simply forgot or dont bother at all.

What a letdown from a "customer first" company ~.~.

Maybe spend less on buying "names" for cyberpunk and more on providing quality products (you know witcher 3 had a fantastic OST and 0 namedropping - just sayin).
Posted November 04, 2020
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RaynStargaze: Thanks guys, if its "normal" ill wait a few more days - i dont really care much about the wait but it genuinely feels as if they simply forgot or dont bother at all.

What a letdown from a "customer first" company ~.~.

Maybe spend less on buying "names" for cyberpunk and more on providing quality products (you know witcher 3 had a fantastic OST and 0 namedropping - just sayin).
They do, its just for some reason since the pandemic started likely since they are still working from home or maybe something is wrong with staffing or software the slowdown has gotten real bad. Though there were minor problems before the pandemic but it seems to me its been worse.
Posted November 04, 2020
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RaynStargaze: What a letdown from a "customer first" company ~.~.
Unfortunately they have abandoned the 'customer first' mentality. Along with several other principles they claimed to uphold in the past. But the current support trouble is probably due to serious under-staffing. GOG, according to rumors, had quite some lay-offs even before the crisis and since the first wave it has become worse. Maybe they downsized significantly to get through the crisis - and are now noticing that 'less staff' also means 'less work done'.
Posted November 05, 2020
avatar
RaynStargaze: Request #766856

First ticket ive ever sent to support.

Lads what gives?

Where do i complain about this?

Anyone else experiencing absurd wait times for their tickets?
Just a FYI thing, i had a ticket to get help with No Man's Sky (it was a little complicated etc) a couple of months back and it took about 3 weeks to get that ball rolling, but when it did it was all sorted out to my complete satisfaction quickly enough.

https://www.gog.com/forum/no_mans_sky/company_unwated/post50

In this pandemic they are just slower to respond as i suspect they have more working restrictions than normal. Be patient is the advice you need most ;)
Post edited November 05, 2020 by ThorChild
Posted November 05, 2020
high rated
Hi,

Beaubergine here as another blue.

We are sincerely sorry for the delays, an unprecedented increase in requests due to the circumstances of this unusual year are still the cause of this, but I can say on behalf of our Support team that " Customer First " stays our core value and that the staff as a whole is hard at work to provide satisfaction to our users. It's, unfortunately, much harder to do currently so I can understand your frustration.

A couple of new Customer Support Team members have joined us recently in hopes of dealing with the record-high ticket volumes better and I can only hope you'll see the results of it sooner rather than later.

Also, one thing I'd like to clarify – while we are part of the CD Projekt Group, GOG is not a part of CD PROJEKT RED, but a separate company, and the efforts of CDPR on Cyberpunk 2077 do not affect the way things are run here.

One more thing, as it's something that has been appearing in threads here and there, I'd highly encourage our users to base opinions on official sources as rumors surrounding us might not correlate with reality :)
Posted November 05, 2020
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Beaubergine: One more thing, as it's something that has been appearing in threads here and there, I'd highly encourage our users to base opinions on official sources as rumors surrounding us might not correlate with reality :)
I would love to base my opinions on official sources, if those sources (GOG) wouldn't be so silent. Without an official statement, speculation and rumours are all that is possible.

For example: what is GOG's official stance on the DRM on parts of these single player campaign in No Man's Sky (and, arguably, in Battletech and some other games)? The only official stance on that, after a month of nagging, was 'We'll talk to the dev'. But nothing about the contents of those talks let alone results. And it has been another month.

So what does the official source (GOG) say about their stance on DRM? Is the stance 'only 100% DRM-free (for single-player)' officially a thing of the past? Or only inofficially?
Posted November 05, 2020
Ticket has been resolved.

Thread can be closed.
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This is my favourite topic
Community
General discussionSupport ticket open since 7 days.(10 posts)(10 posts)
(10 posts)