While not getting hijacked, The Witcher 3 does not register on the store page as being owned by me, while it shows in my library, downloads just fine, and auto patches on Galaxy without missing a beat. I think I sent support an email Saturday and it's now... almost Friday here.

Not holding my breath, but they didn't used to be this slow in responding to people. Sorry this happened to you. Maybe they need to hire more support?

Customer support is in beta, like everything else.

While there has been several topics lately, the impression that their customer support is terrible at the moment might be wrong.

Most of the time people only write about their experience with customer support when something went wrong. Nobody bothers to create a topic when everything worked smooth and without any problems.

I had to contact them several times over the last few years and for me support was always helpful, competent and reacted very quickly. I might just have been lucky, but it could also be possible that 90% of the customers share my positive experience and the people that complain are just a vocal minority.

I'm puzzled regarding GOG Support's reaction - if no-one got into the OP's account, why did he receive a GOG email that his account email had been changed to a Russian one? And from what the OP says, it was indeed the case.

If the OP pre-ordered TW3, in which case he got a gift code for Neverwinter Nights which he apparently hadn't redeemed. It's possible that whoever hacked his account, was interested in the game and redeemed it.

And if the addition of that three-digits number to their username happened this recently, it's really sad that this bug hasn't been squashed after all this time.



While it's generally true that people very seldom post about their positive experiences, you have to admit that the frequency and number this sort of topics has increased, which is a likely indication of a decline in the service, and should be taken into account by GOG itself.

Good to hear that your experience with GOG Support has been nth but positive, especially if your latest one was recently. Was it?

Fortunately I've never had to resort to GOG's customer service (so far) so I'm not able to speak concerning their customer problems management.

But I suspect that, since Witcher 3 came out (and previous Steam "paid mods" fiasco) + the Galaxy launch + launch of old SSI classics, GOG has gotten a terrible increase in customers this year. I think they were not prepared for such a rise in their customer base. And they didn't take the necessary measures to prepare for the issues that would rise.
It's time for GOG to hire more staff in order to help them deal with these issues.

We're not in 2012 anymore.

GOG customer support has never been good, even before the increase in customers number. It's subpar at least. Sometimes it worked, most of the time not. I have years old ticket that never was replied and required a reminder without taking the proper action anyway. Sometimes instead they do something, but rarely to the full extent of what it could be done. Rembember, they had to make a pr post not long ago to praise the customer support to make it appear it was great, while it wasn't.
It really need improvements like:
- guaranted reply within few days. With reply I mean by a human or similar.
- a ticket system that can be consulted by the user that made the request and that work as an history. One have to be able to see when it was sent, who read it and what has been done about that. One need to have the means to show when a request is not replied properly and quickly.
- increase in the number of people that does customer support. While I understand that your customer base increased, that's not reason to provide this kind of support. If there's a request there should be enough people to reply to them

I have yet to see something shown on the front page being actually true. Maybe it's time to comply to what is promised.

You've absolute reason in everything you wrote.
It's time for GOG to do a severe change in their customer policies. After all GOG only exists because there're customers. If they start neglecting them, then the business is doomed.

It could be a decline in service or a huge number of new customers. If you have ten times more customers, then it's only logical that ten times more complaining threads would appear in the forum. I guess the truth is somewhere in the middle.

My last contact was on July, the 17th. A game disappeared from my account (after the rest of the gift order I bought the game with was redeemed by another user) and they solved the issue within hours (faster than I expected).

What about buying DRM-free from other stores?

Unlike many people, I am not here because of DRM-free.

I joined primarily for old games (waited for years for the gold boxes; thanks, GOG) and the boutique (curated) approach. Then after a few years, I simply began "collecting" GOG games (i.e. intent on buying the entire catalogue), but I was brutally weaned when GOG introduced regional blocking (on February 25, 2015). Now I'm here primarily for the community (which is also slowly changing in the wrong direction for me), the convenience of having all the games in one place (still nice), and MaGog (probably the main reason nowadays).

I expect I will leave at some point (when I find a new project to replace MaGog as my main interest?), at which point I will probably stop buying PC games altogether (have enough to last me several lifetimes).

Ah okay.

GOG users are the new Steam users. ;)

Before you do, please tell me how mrkgnao sounds in your head when you read it.

I see it as mister kay gee now but I'm convinced that's not correct.

It doesn't matter the reason you are here, GOG will probably find a way to disappoint its customers :)
At least its fair :|

And Btw, MaGog is maybe one of the reason why many people still use GOG in the first place.

It's an alternative spelling for the sound most people would spell "miaow" or "meow". It's the sound Bloom's cat makes in chapter 4 of James Joyce's Ulysses.

Gog will lose a core user, when you will leave.. you're maintaining various useful services alone.
I wish they could hire you to fix this messy site : \
.
So, mrkgnao = mrmeow? Weird revelation lol.
( btw poor cat with such noise :P )