Doesn't change the fact that it was pretty unexpected, unprecedented and awesome ;) You normally don't get this kind of support anywhere.

I AM IN

I actually didn't really care about gog for a long while (only had a couple of games on here and no linux support at the time) but well one day I went to download one of the extras in a game I bought around 1-2 years previous which was Uplink's Source Code, but to my surprise it wasn't to be found. I started freaking out and even a bit angry because that was the sole reason I had bought the game on gog in the first place; because it came with the source code, I had the full version on steam at the time so it wasn't really needed but I wanted to compile the game myself. Well I looked on the forums to no avail many people had notice this and were denied refunds/exchanges(this was back when there was no refund policy) so I filled a complaint* about it (not expecting a refund/exchange of any kind) and about their non-trust worthiness of there advertised products(and then removal of said content) but what I got was a very nice person and that saw the issue and let me exchange the game for a similar price one (got alpha centauri instead), afterwards I grew to appreciate more of gogs customer support the more I looked on the forums and other peoples experiences.

I would say that the customer support/service and community are just as important as selling DRM-Free games now and that makes gog the much better platform of choice to that of steam.

NOT IN

So far I've only had pleasant experiences with the GOG.com support.

If by chance any of you know about the Deutsche Telekom AG (The biggest German telecommunications provider) however, you'll probably know that every one of their customers has some pretty horrendous stories about their support... It is like leucemia or carpet bombing: You don't wan't to experience them. The less these things affect your life, the happier as a human being you probably are. If I should ever rise to power in Germany, I will have the entire staff of the Telekom arrested, tried and executed for high treason and sabotage. Then I will conquer the rest of Europe and execute their telecommunications staff, too. Make no mistake, these people exist only to drain the joy from you and are a threat to western civilization. I believe they are (among other things) also responsible for the collapse of the roman empire, the extermination of the native Americans, the first World War, the NSA scandal and the plague.

When I moved out of my parents' home to study in Dresden, I ordered a contract from the Telekom from October onwards, but things went wrong. This was to be expected, it's the Telekom after all. I needed my internet from November onwards, but I ordered the contract a month early... Two months later my internet is finally working, but I'm still having issues. When talking to support on the phone one's mind slowly starts unravelling and you begin to wonder what the heck is wrong with these people. One time I described to them that I still didn't have any internet and the next month I look at my telephone bill and find that they've charged me twice with the same position (yet I still didn't have internet). Apparently the guy or gal I talked to the last time mistook my request

"Hey, I ordered a contract from you guys and you've been charging me for two months now but still don't have any internet. Please fix that."

for

"Me no internet. Make contract pls. I eat playdoh."


So yeah, I had two identical contracts running parallel. How in the world can this happen when I gave them the number of my current contract and talked about CONNCECTION ISSUES? HOW!? The person I talked to actually said: "I'll open a ticket at tech support for you." These people... are they even listening, or does their brain just make something up as it goes? You say something to them, they respond with something semi context related but which message they get out of this in the end is entirely out of your control.

I call them again and and the matter is resolved. Finally they agree to send a technician. Technician comes, problems remain, telekom bills me TWICE (again) for the same technician, I tell them no, because I'm not paying for anything and besides I've not had any internet at all so far so no no no, I'm not fucking paying them anything until things start working. I'm paying my contract and that's more than I owe them considering nothing has worked so far. Receive full refund for the technician, but not for the contract rates paid so far. Once again a technician comes to my appartement, kinda fixes it so I now I kinda have internet. (The problem was caused by cable damage apparently.)

In the end I pay 35€ each month for internet that is way slower than what I pay for, but to my surprise, I at least HAVE a semi-decent slow internet and I just had to pay one technician, wich is weird though, because getting the internet running is part of the contractual obligations of the provide but I didn't want to waste any more time or nerves anymore so I just left it at that and I hope I'll never have to deal with their support ever ever ever again.

Oh, and they are still unable to send me any mail, because you know, sending letters is hardcore business for advanced scientists. Lukily you can have everything sent via email.

My advice: If you can, try another provider. They're all crap, but some are less crappy than others. Also never give up. You enemy in this case is just the pure, concentrated incompetence of the employees coupled with their absolute apathy. They must hate their Job more than I hate talking to them. So if you keep calling them, you will ultimately get what you want. Still, I have never seen such a huge, monolithic amount of not-giving-a-fuck.

Around December, months later, I was finally able to browse the internet relatively issue free...

I'm In, and +1


I don't really have much experience with needing customer support(so I guess I'm lucky in that sense).
However, there is one I some what remember that happened about 7 years ago. I don't remember exactly what was wrong, but I pre-ordered Age of Conan and it was lacking that War Mammoth mount, or I was possibly past the date to use the key. So I called in and checked to see if I can get one or was still eligible, and the rep was very helpful and was able to hook one up.

I have heard highly about GOG's passion; Their commitment to doing their best to satisfy their community/customers through all their services. This is pretty much why I have made GOG my main avenue, and promote it. They also brought us the Witcher series :D

I AM IN

I am also very thankful for your generosity. :)

I AM IN

For me Gog support were great.
Tales of monkey island of telltales in the second chapter has a poor quality audio. Asking support telltales treated me very badly, instead support gog immediately came up with the right sound.

I AM IN

I haven't really had to contact GOG customer service, but my most frustrating c/s experience is probably still with Acer.

Not long after I first bought my laptop, I started getting random 'white screens,' where the screen would sometimes go static-y and then white and sometimes just go white without warning. Sometimes, using CTRL-ALT-DEL would fix the problem but usually the laptop needed to be restarted. As time went on, restarting would often end up with the screen whiting out before BIOS was even loaded.

When I contacted Acer support, my laptop was out of warranty, so I had to pay $250 for a three-month coverage and then another $50 to ship it to their tech support across the country. It took almost a week to arrive, after I'd given them an extensive description of the problem over the phone - this included my suggesting a couple of specific things that could be causing the problem, based on my research, which I couldn't get fixed locally. They had it for nearly a week before doing anything with it, then ran some tests, replaced the screen, and shipped it back.

Not three days after I got it back, the screen went white again. I called them back, explained yet again what the problem was, and shipped it back to them. This time, they "stress tested" it for 24 hours, found no issues, and sent it back without doing anything. (I was absolutely irate over that.) This time, the screen went white almost as soon as I turned it on. Since I'd expected it, I took a photo of the screen, printed it out, and wrote a lengthy letter on the picture, once again explaining the problem and expressing my unhappiness with their customer service. When I shipped it back to them for a third time, I put the photo + letter inside the laptop.

When I finally got it back, they had a) run more tests, b) still been unable to figure out what the problem was, c) replaced the screen AGAIN, d) tightened things up with the screen hinges/wiring (which was one of the things I'd suggested could be the problem), and e) wiped the hard drive. (I'm pretty sure that last is the standard IT response for "we don't have a @#$%ing clue," since the problem could in no way be due to software.)

But at least, after $300., three shipments to Texas, and almost two months, I had a functioning laptop again. NOT my favorite experience!

deleted

Yes! Boo. And Minsc and Dynaheir. But you won't meet them if you don't play it.

I AM IN.

A year ago or so I called the customer service of one of better known cars renting companies (E). After asking a few simple question the lady (B) on the phone said to me "You drive me crazy" and hang up.

I AM IN


Thanks htown1980 for the giveaway! You remind me that I can't forget to look at the system requirements. I just assume it's Gog, and it'll work! O.o BTW, what OS did you have?

Good Customer Service: Bought a set of DVDs of a television series from Amazon. They arrived, and I inspected the discs. To my horror, they were not only gashed with wide streaks ("scratched" is too kind a description), but it had white sticky/powdery fingerprints as if someone had handled them while eating a powdered doughnut with creme filling! (Both "defects" were on the optical side to boot!)

I broke into a nervous sweat as I'm used to the old school of when you open digital content like games & movies you can't ever return them. Called Amazon and was pleasantly surprised. The woman was very nice about it and even found me a different distributor with an even lower price.

Also, GOG Customer Service has always been good, although my first time with one was kind of... odd. I forget the details but I remember after verifying my payment method, the GOG employee wrote back stating the specifics of only being able to refund if I didn't download the game. That was it... no question like, "did you download it?" or "Do you accept these terms?" Just that one statement. So, I emailed back stating I didn't download, and got the reply that it would be refunded.


Bad Customer Service:
Uplay/Ubisoft: Back when I started my digital library of games, Ubisoft had a great sale that was set to expire in X days. Well, it ended a couple days early. Called customer service and they blamed it on a "glitch". As a consolation, they offered a 10% discount on the full price, but refused to offer me the original sale %.

I AM IN

I AM IN

And I thank you for the giveaway.

My experience with GOG support is very good so far. Luckily I haven't been forced to contact them many times, but in those rare (two or three) occasions I have been replied quickly and treated nicely.

I had a bad experience with Steam's support. I bought the whole FATE series and, according to the store info, the games should be in english: well, the games are actually in italian, and show one of the worst translation ever made, at the point the game is unplayable. There seems not to be any way to change the language, since the games choose it themselves according to your copy of Windows.
I contacted the support asking for an investigation over the issue, a solution and/or a refund because of misleading information in the store page: well, they keep on saying that the language can be changed via Steam's client, while there are tons of forum messages complain it's not possible. Moreover, the store pages of the games haven't been corrected.

Can I please be entered for a chance to win $10 worth of GOG games? Thanks. I once called Toys R Us to ask when I could possibly pre-order a PlayStation 2 (this was about a year before its U.S. release), and I was told the PlayStation 2 is just a false rumor and does not actually exist. I just said "oh, ok, thanks" and hung up because I knew there was no sense arguing about it.

I AM IN, thanks

only thing i can tell so far is: gogs support and gog in general doesn't give a shit about many forum related problems for years already.