Posted December 09, 2014
I recently had cause to send an e-mail to GOG support, which is the first time I've done so, but am very disappointed in the way I have been treated.
I e-mailed on 25th November, requesting that a game be deleted from my account. This was a free game that I was somehow provided, and does not fit in with the rest of my library. Yes, I know I can hide it, but I would like it deleted - and besides, this thread is not about that, but rather the lack of communication from GOG.
It started so well - I received a reply a few hours later from Natalia saying that it is no problem to delete the game, and requesting information to prove that it was my account. Fair enough, and I replied within 30 minutes of her e-mail.
Since then, the following has happened:
27th November - After 2 days of silence, I sent another e-mail to Natalia asking if the information I provided was ok, and whether they required any further information.
3rd December - After 8 days of silence, I sent a different e-mail through support asking why my first two e-mails have been ignored.
9th December - After 14 days of silence, and 3 ignored e-mails, I have posted this thread.
Although I understand my request is trivial, this is not good customer service, and does not give me any confidence if I had a serious problem.
Please - if someone from GOG support is reading this - get in touch!
However, I'll get someone from their end to confirm if that's the case or if maybe they did reply and you should dig through your spam folder, or maybe if the ogre in the basement exists after all and ate them, and we should hire a new support team (and perhaps get them an ogre-free office).