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General discussion (archive)how long does support here take?(13 posts)(13 posts)
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Posted December 13, 2011
Decided to pig out on a few games yesterday with the sale and as the transaction was completed i managed to come back to the gog site saying there was too much traffic and to find all the games i had purchased hasn't gone through yet the money was taken. i wrote to the customer support here already yet no reply and nothing has changed on my account. I have even tried logging in and out to see if that may help clear it
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Posted December 13, 2011
I'm having the same problem with my game purchases as you, except they are gifts.

as for how long supports takes, in my brief experiences with them it can take a couple of days. I've also read the forums for awhile, and it seems to me that more often than not, people have to wait at leasta couple of days. I wouldn't count on them responding to you on the same day that you filed your complaint
Posted December 13, 2011
I had to contact support too since I was charged twice for the same game :\

I think it usually takes a day or two before they respond, although they might be busier than usual right now.
Posted December 13, 2011
I don't know how long it will take - probably they will solve it today or tomorrow.

But I'd like to say that you should not be worried - you'll get your games / refund for sure.
Posted December 13, 2011
The gears of our support robots may grind slowly but they do so with exceeding fineness; it may be a day or so before they can get to you--they're swamped at the moment because the site decided to develop problems at the preceise same time that the Holiday Sales began--but we will get you straightened out eventually.
Posted December 13, 2011
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TheEnigmaticT: The gears of our support robots may grind slowly but they do so with exceeding fineness; it may be a day or so before they can get to you--they're swamped at the moment because the site decided to develop problems at the preceise same time that the Holiday Sales began--but we will get you straightened out eventually.
I have noticed these ... and may they be squashed under the mechanical heels of GOG support LIKE THE BUGS THEY ARE!
Post edited December 13, 2011 by crazy_dave
Posted December 13, 2011
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TheEnigmaticT: The gears of our support robots may grind slowly but they do so with exceeding fineness; it may be a day or so before they can get to you--they're swamped at the moment because the site decided to develop problems at the preceise same time that the Holiday Sales began--but we will get you straightened out eventually.
hmm... do I have a VIP Fast Lane? I had 2 support request yet and both were handled and solved in under an hour :)
Posted December 13, 2011
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Ubivis: hmm... do I have a VIP Fast Lane? I had 2 support request yet and both were handled and solved in under an hour :)
Sounds like you got lucky. ;)
Posted December 13, 2011
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TheEnigmaticT: Sounds like you got lucky. ;)
Aren't you processing them as [url=http://en.wikipedia.org/wiki/FIFO_(computing)]first in first out queue[/url]? It seems a bit... evil to let other problems wait ^^
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TheEnigmaticT: problems at the preceise same time that the Holiday Sales began
Actually, I've been hitting a good few 'maintenance' messages during the give-aways already. Are you sure that it's an issue with the code and not with the stress of too many requests?
Posted December 13, 2011
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Fujek: Aren't you processing them as [url=http://en.wikipedia.org/wiki/FIFO_(computing)]first in first out queue[/url]? It seems a bit... evil to let other problems wait ^^
I believe that Support works on a FIFO queue with some prioritization based on how quickly they can turn the request around.
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Fujek: Actually, I've been hitting a good few 'maintenance' messages during the give-aways already. Are you sure that it's an issue with the code and not with the stress of too many requests?
I have been told it was a combination of stress, load-balancing issues, and some code that was not completely optimized that got pushed out with the last site update. What percentage of each was responsible, I could not say.
Posted December 13, 2011
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TheEnigmaticT: The gears of our support robots may grind slowly but they do so with exceeding fineness; it may be a day or so before they can get to you--they're swamped at the moment because the site decided to develop problems at the preceise same time that the Holiday Sales began--but we will get you straightened out eventually.
Btw, what's up with the site / forums breaking up left and right? :(
Posted December 13, 2011
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TheEnigmaticT: The gears of our support robots may grind slowly but they do so with exceeding fineness; it may be a day or so before they can get to you--they're swamped at the moment because the site decided to develop problems at the preceise same time that the Holiday Sales began--but we will get you straightened out eventually.
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kavazovangel: Btw, what's up with the site / forums breaking up left and right? :(
Traffic. We're still under high load.
Posted December 13, 2011
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clarky85: How long does support here take?
In fairness, when I've had issues in the past they have been sorted out very quickly and professionally. I'm now having a similar issue to you and haven't had a response, but I do believe that they are working as hard as they can, and that things will be fixed sooner rather than later.

Another nice thing I've noticed about GOG support is that you ALWAYS deal with a human, never a robot, which is great.
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General discussion (archive)how long does support here take?(13 posts)(13 posts)
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