RE: Contacting CD PROJEKT RED's Tech Support Team

[Borfoid]

Contacted them twice, it's been over a week since the first attempt and the second was today.

I haven't got any response at all from the support system, not even an acknowledgement that I've submitted it beyond the message on the contact form that says it has been submitted.

Any idea how long it usually takes to get something back from support and if I'm supposed to at least get an automated response or something to say "Yep, we got that request" ?

I know it says "watch for typos" or something in the form where you put your email and I made sure there were no typos, I even took a screenshot of the form the second time around so I can look at it and reassure myself that I'm not wrong.

So, any ideas ? Is it usually days, weeks, months, never ?

Contacting support about my issues only to be left wondering if there's an issue with support is a little mind-blowing.

[Zebedee]

Can't recall ever receiving an automated response for any CDPR game. Reply back can take a fair while if they're busy (they are with expansion atm) and/or there's nothing more they need to know from you.

Should at some point get a message saying "Thanks for reporting" "This issue is now fixed" "We're working on a fix for this" or some variation of those. Or something asking you to provide further details/check something if they're trying to work out what's going on.

[Crimsomrider]

It varies and depends on which category you sent it to.

For example, I regularly report bugs to them. Sometimes it takes a day, sometimes weeks, sometimes even months. There's no definitive time interval to it.

When I reported a memory leak to them in October, they did not respond until January. But they do receive all of the tickets and they do respond to every single one. They're pretty slow and overburdened most likely, but they will get to them and respond eventually.

[Borfoid]

Thanks for the info, good to know I'm not supposed to be holding my breath waiting for a reply.

[t.mueller3]

I got a reply quickly, but only with the question if I was using mods, after replying to that it has been nothing but silence for 1,5 weeks. There also has not been a fix for the bug... not great...

[Borfoid]

Początkowo opublikowane przez t.mueller3:

I got a reply quickly, but only with the question if I was using mods, after replying to that it has been nothing but silence for 1,5 weeks. There also has not been a fix for the bug... not great...

I told them I tried a vanilla install with just Win11, Cyberpunk 2077, steam and the latest set of graphics drivers installed and that was what the DxDiag and stacktrace were from... I suspect that might have preemptively killed any hope of quick feedback.

[Borfoid]

Something is better than nothing though in my opinion. Me submitting support requests and getting zero back tells me that they don't really care about replying to anything unless it's an easy fix that can be pulled off a script.

If looks like it's anything more complicated than "Have you tried turning it off and on again ?" then you're out of luck.

That's not really "Support" ... There are other words for what this is but "Support" really isn't the correct one.

Case in point : I've spent the best part of three days (solidly, in total, like 72 hours) trying numerous things to fix this, testing each potential fix in isolation multiple times, multiple combinations, timing the results of each iteration ... That'd be support - if I wasn't providing it to myself. I'd also be more than happy to submit all that data to someone who'd listen, but there doesn't seem to be anyone there.

[Zebedee]

Nah to them just doing a script response and nothing more, it's just they've not got a bot response for the initial report. (Actually think you're right that it would be an idea for them to do that.)

If you've provided sufficient information that they should be able to reproduce it then that's what they try do and then they get back to you. If they can't reproduce something then they'll ask you to provide more details etc.

I've had a fair few bug reports picked up with something like this in the response:

"I apologize for the delayed response. After releases, we receive more inquiries than usual and the workload of our embedded technical support team grows proportionally."

(That was for a super low priority cosmetic bug, reply was two months after initial report.)

[Zebedee]

Początkowo opublikowane przez petrodanylos:

Sorry for unearthing this thread but how do you contact CDPR’s tech support ? Where do you go ?

https://support.cdprojektred.com/en/cyberpunk/pc