I have been buying games here for years and the few times I needed support, they were excellent. Gave refunds if needed and if I managed an upgrade I'd later by the game again. But this last time all I found under contact was a bot.
And a particularly stupid bot too. It asks the name of the game and then doesn't recognize it. Not even if you copy/paste as is straight off the page you bought it from. It actually reminds me of that old text Unix game 'Shrink' that leads you in silly questions and answers in a perpetual loop. Which was ok in a text game but insane for a support system.

It would honestly make more sense to say they could no longer offer support for some reason than to use this bot. IS there a way left to contact support? If not what happened? And is it permanent? Was the company sold or something? I'm not keen on the idea of switching game providers. But neither am I keen on buying games knowing there is literally no support at all.

I recently had issues with Star Wars Rogue Squadron (though it had worked before), and if someone hadn't posted the results of one of those old support tickets I'd never have been able to get it working.

You can check the details about the Zowie bot here (19Jan2022)

gog.com/news/customer_experience_update_what_weve_done_so_far_and_next_steps

Don't forget to take a look to the forum comments.

The bot should prompt you for information to create a support ticket, if you repeatedly say the suggestion wasn't helpful.
Alternatively, you can bypass it with a user style. Support has been overloaded for at least a couple of years now. It takes around 5 weeks to get an initial response. Best of luck to you if the issue can't be resolved instantly, and you need to go back and forth.

GOG claim the bot successfully answers 40% of queries. I for one haven't seen this result in shorter support wait times, not for myself or others on the forum. My complaint about that and the dishonest "stellar 24/7 support" boast has been ignored. It was also ignored by a support agent.

Support does not exist.
The bot is a tool to dissuade you from seeking support.

Wait times are "shorter" in the sense that people who ragequit out of seeking support, and who abandon their support request out of frustration, due to the chatbot, have their abandoned requests "resolved" very quickly, and no longer have to wait for it to be "resolved."

Of course, the resolution isn't a satisfactory one that actually solves the problem, but at least it gives conclusion to the user in that they resign themselves to accepting that the problem won't be solved, so that's still a resolution of sorts, technically speaking.

what gets me most is when it asks the name of the game but does not recognize the name of the game. does it not recognize the older games in inventory ? That is where I am stumped every time. Why would it ask if it doesn't have a complete list? It's a bot. Bots LIKE lists!
oh my...I'm glad I didn't read the zowie thread while eating 'improving customer support'..I'd be choking for sure.