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General discussionComplain: Never got my Refund / Money-Back Guarantee(57 posts)(57 posts)
(57 posts)
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This is my favourite topic
Posted February 18, 2015
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Shuangli: I asked for the refund the same day I bought the game. The story is from around Christmass.

As ddickinson says it, that was the sale.
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Cavenagh: Did the GOG team try to get the game to run on your system?

when I get my unemployment cheque, I'll buy you a game for $4 [that's about 50p in old money!]
It is about the principle, it is about the treatment, it is about the support, it is about the philosophy of a "friendly" company - it is not about 4 usd.
Posted February 18, 2015
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Shuangli: I asked for the refund the same day I bought the game. The story is from around Christmass.

As ddickinson says it, that was the sale.
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Cavenagh: Did the GOG team try to get the game to run on your system?

when I get my unemployment cheque, I'll buy you a game for $4 [that's about 50p in old money!]
To me the OP reads like they tried, since they told him to update which is normally the first step. So perhaps it is really just a bug and a keyboard would not be required. Who knows, only support could tell us.
Posted February 18, 2015
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Cavenagh: Did the GOG team try to get the game to run on your system?

when I get my unemployment cheque, I'll buy you a game for $4 [that's about 50p in old money!]
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moonshineshadow: To me the OP reads like they tried, since they told him to update which is normally the first step. So perhaps it is really just a bug and a keyboard would not be required. Who knows, only support could tell us.
The Game is simply missing an option button where you can save and quit the game. You can not quit the game with a mouse alone, you need a keyboard. That is not a bug of an old grafic driver nor a bug of the game. That is just a missing button, a missing feature in the game that forces the game to have a keyboard.
Posted February 18, 2015
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Barefoot_Monkey: I see that The Book of Unwritten Tales does not state that it requires a keyboard (like you said), while other games to seem to specify that requirement. That certainly does suggest that the game doesn't need a keyboard to play. That leaves 2 possibilities: either the game is meant to work without keyboard and you're experiencing a bug which support is trying to isolate, or they made an oversight with the system requirements and you simply can't save or quit the game without a keyboard, in which case it's their fault and you should get a refund, regardless of the return policy.
If I remember correctly, you need "Esc" to get to the menu. So we're not talking about a bug here. GOG could give a one time refund, just because they're nice. But I disagree that they should have to give a refund for not clearly stating that a PC game needs a keyboard (or mouse) to work properly, since you'll have problems to even boot your PC without a keyboard!

Have a look at the numerous digital distributors out there. For instance, all that Skyrim needs to run is an OS, some CPU and GPU, some RAM and a bit of space on your HDD. Does this mean that the game will be streamed right into your mind, because you don't even need a screen? Sorry, but I don't think so :/

Sorry, but I think it's your (the tablet gamer's) responsibility to check (ask in the subforums) if a game needs a keyboard or mouse. PC games are designed for PCs, and PCs need a keyboard and mouse to run. They don't need to be mentioned in the system requirements.
Posted February 18, 2015
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Shuangli: well, a missing keyboard can not get updated, it is clearly an error in their description.
I have a small tablet as well, and it has a micro USB, with that i can still plug in a full fledged keyboard (and i have before). So this isn't entirely true, unless you have no USB connections at all...

If they are willing to help you get the game working, go with it. If you refuse that means they aren't required to refund you. If you do and you still can't get it to work, then they will refund it; I know i was offered a refund for Giana Sisters when the launcher won't run but the game ran fine (curiously the Launcher not working prevented me from rebinding buttons on my controller, which would have made the game much easier to run).
Posted February 18, 2015
Looking at the page now, the requirements now state Keyboard and Mouse. I think the biggest problem is the OP refusing to try the steps GoG has asked for and has been adamant in how he will not spend the time to try them and hasn't tried them for over a month...
Posted February 18, 2015
GoG staff doesn't know all the games they offer out of their head. If someone tells them a game doesn't work without a keyboard they won't be like "Oh you have to click in the top-left corner to open the menu with mouse in that one", they will simply not know if it's possible or not so they need to make sure it is really not possible so they start with the default recommendation like updating graphic driver (as this indeed can cause menus to not opening properly).

I don't see how GoG did do anything wrong up to that point. You just didn't want to follow through their support / repairing process because as you stated yourself that you don't have time for it and it's not worth the $4 for you. But why blame that on GoG now? Did you even try to reply to them?
Posted February 18, 2015
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Barefoot_Monkey: I see that The Book of Unwritten Tales does not state that it requires a keyboard (like you said), while other games to seem to specify that requirement. That certainly does suggest that the game doesn't need a keyboard to play. That leaves 2 possibilities: either the game is meant to work without keyboard and you're experiencing a bug which support is trying to isolate, or they made an oversight with the system requirements and you simply can't save or quit the game without a keyboard, in which case it's their fault and you should get a refund, regardless of the return policy.
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real.geizterfahr: If I remember correctly, you need "Esc" to get to the menu. So we're not talking about a bug here. GOG could give a one time refund, just because they're nice. But I disagree that they should have to give a refund for not clearly stating that a PC game needs a keyboard (or mouse) to work properly, since you'll have problems to even boot your PC without a keyboard!

Have a look at the numerous digital distributors out there. For instance, all that Skyrim needs to run is an OS, some CPU and GPU, some RAM and a bit of space on your HDD. Does this mean that the game will be streamed right into your mind, because you don't even need a screen? Sorry, but I don't think so :/

Sorry, but I think it's your (the tablet gamer's) responsibility to check (ask in the subforums) if a game needs a keyboard or mouse. PC games are designed for PCs, and PCs need a keyboard and mouse to run. They don't need to be mentioned in the system requirements.
In first you are right, the game is missing an option button. That is not a bug, that is an ingame thing.

For the rest, as already discussed, some (adventure) games have a keyboard in their description, other don`t. If they do not have one in their description it is clearly right to assume that it does not need one - especially as I already played such games and they really did not need a keyboard. <- This is clearly a wrong description. And, it is the responsability of gog to state that tablets are not included, if this should be so.

p.s.: Oki doki, I go offline to my work now, you can continue to greenly defend your precious gog - close your ears and dream your dream of the good company : P My expirience shows a different "philosophy".
Post edited February 18, 2015 by Shuangli
Posted February 18, 2015
Shuangli, first of all, I have just issued that refund. Please note that you would've gotten it long ago, had you replied to my colleague's response from late December, however.
Please let me know if you received it, as I'm unsure why you decided to escalate it to the forums. I'm assuming that the recent promo reminded you of this case, but we never got a word back from you after our last message, which is confusing.

Please also note that we approved your earlier refund request for a different game (HoMM4) almost immediately, as I'm sure you remember.
This time, however, my colleague decided to go deeper into the problem, and see if he can help you play normal games on your unusual setup. I'm sure he had your best interest in heart, as pretty much all of our games have a mouse+keyboard in their requirements, and we cannot guarantee that they will work on a tablet PC (regardless whether it's got a stylus, digitizer pen, or multi-touch screen). In his last reply, he did state that the refund is absolutely possible, if he cannot help.
It is a shame that he didn't state outright that you are eligible for the refund, as the game did not have a mouse+keyboard. For this, I apologise. We will, of course, amend the game's requirements in a moment.

As for my colleague sending you "generic" replies - please rest assured that his replies were all custom-made, and written to the best of his abilities, though I will agree that he missed the specific nature of your setup. It's unfortunate, but everybody makes mistakes, and this doesn't mean that he did a bad job.

In any event, I hope my reply puts your mind at ease. :)

Also, I see there's a bit of confusion about the Money Back Guarantee. It is not for undownloaded games only - on the contrary, it's specifically made for downloaded games, as an undownloaded purchase becomes final only after 30 days.
The MBG works for game-breaking issues, which we cannot help resolve, provided that the game's system requirements are met. We do expect cooperation from the customer, however - we believe it is fair for both parties. :)

On an unrelated note, when I was writing my reply to this earlier, I wanted to copy-paste-save my text, just in case, and instead of Cmd+A (yes, I use a Mac at work, deal with it!:D) I accidentally hit Cmd+Q and closed Firefox, with no way of restoring the edit box... :| Always a shame to lose the wall of text you just wrote...
Post edited February 18, 2015 by Firek
Posted February 18, 2015
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RWarehall: Looking at the page now, the requirements now state Keyboard and Mouse. I think the biggest problem is the OP refusing to try the steps GoG has asked for and has been adamant in how he will not spend the time to try them and hasn't tried them for over a month...
Good I made a screenshot before they finally updated it.

I do not care anymore now. I just had time today and it came to my mind and I wanted to show you my expirience with the money back guarantee, that it is not all gold that shines.
Posted February 18, 2015
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Shuangli: For the rest, as already discussed, some (adventure) games have a keyboard in their description, other don`t. If they do not have one in their description it is clearly right to assume that it does not need one - especially as I already played such games and they really did not need a keyboard. <- This is clearly a wrong description. And, it is the responsability of gog to state that tablets are not included, if this should be so.
Again: I don't think so. Browse any store and you'll find "contradictory" system requirements regarding mouse and keyboard. Go to Steam and have a look at Skyrim's requirements. Mouse and keyboard are not mentioned. Crusader Kings 2 does clearly ask for mouse and keyboard. Does this mean that you can play Skyrim on a tablet? Or does this simply mean that most developers/publishers don't think of mouse and keyboard as a noteworthy requirement when they write their system requirements, since PCs (again: we're talking about PC games) don't really work without them?

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Shuangli: p.s.: Oki doki, I go offline to my work now, you can continue to greenly defend your precious gog - close your ears and dream your dream of the good company : P My expirience shows a different "philosophy".
-.-
Post edited February 18, 2015 by real.geizterfahr
Posted February 18, 2015
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RWarehall: Looking at the page now, the requirements now state Keyboard and Mouse. I think the biggest problem is the OP refusing to try the steps GoG has asked for and has been adamant in how he will not spend the time to try them and hasn't tried them for over a month...
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Shuangli: Good I made a screenshot before they finally updated it.

I do not care anymore now. I just had time today and it came to my mind and I wanted to show you my expirience with the money back guarantee, that it is not all gold that shines.
and then comes along a blue to prove you wrong
funny how that works
Posted February 18, 2015
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Firek: Shuangli, first of all, I have just issued that refund. Please note that you would've gotten it long ago, had you replied to my colleague's response from late December, however.
Please let me know if you received it, as I'm unsure why you decided to escalate it to the forums. I'm assuming that the recent promo reminded you of this case, but we never got a word back from you after our last message, which is confusing.

Please also note that we approved your earlier refund request for a different game (HoMM4) almost immediately, as I'm sure you remember.
This time, however, my colleague decided to go deeper into the problem, and see if he can help you play normal games on your unusual setup. I'm sure he had your best interest in heart, as pretty much all of our games have a mouse+keyboard in their requirements, and we cannot guarantee that they will work on a tablet PC (regardless whether it's got a stylus, digitizer pen, or multi-touch screen). In his last reply, he did state that the refund is absolutely possible, if he cannot help.
It is a shame that he didn't state outright that you are eligible for the refund, as the game did not have a mouse+keyboard. For this, I apologise. We will, of course, amend the game's requirements in a moment.

As for my colleague sending you "generic" replies - please rest assured that his replies were all custom-made, and written to the best of his abilities, though I will agree that he missed the specific nature of your setup. It's unfortunate, but everybody makes mistakes, and this doesn't mean that he did a bad job.

In any event, I hope my reply puts your mind at ease. :)

Also, I see there's a bit of confusion about the Money Back Guarantee. It is not for undownloaded games only - on the contrary, it's specifically made for downloaded games, as an undownloaded purchase becomes final only after 30 days.
The MBG works for game-braking issues, which we cannot help resolve, provided that the game's system requirements are met. We do expect cooperation from the customer, however - we believe it is fair for both parties. :)

On an unrelated note, when I was writing my reply to this earlier, I wanted to copy-paste-save my text, just in case, and instead of Cmd+A (yes, I use a Mac at work, deal with it!:D) I accidentally hit Cmd+Q and closed Firefox, with no way of restoring the edit box... :| Always a shame to lose the wall of text you just wrote...
Thank You very much for your reply. And my apology, it angered me so I brought it to the froum. I appreciate coming towards me and I do feel better now. Now I do feel ashamed for letting my anger out..
Posted February 18, 2015
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RWarehall: Looking at the page now, the requirements now state Keyboard and Mouse. I think the biggest problem is the OP refusing to try the steps GoG has asked for and has been adamant in how he will not spend the time to try them and hasn't tried them for over a month...
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Shuangli: Good I made a screenshot before they finally updated it.

I do not care anymore now. I just had time today and it came to my mind and I wanted to show you my expirience with the money back guarantee, that it is not all gold that shines.
And as you see. The problem was solved and it seems like it was not totally gogs fault. So stop being a drama queen and accusing everyone here that they are just defending gog. Most here actually tried to help getting into the refund policy and how it works in our experience.
Posted February 18, 2015
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Shuangli: Good I made a screenshot before they finally updated it.

I do not care anymore now. I just had time today and it came to my mind and I wanted to show you my expirience with the money back guarantee, that it is not all gold that shines.
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snowkatt: and then comes along a blue to prove you wrong
funny how that works
The blue did not prove me wrong but right! It just shows that now they take care of it. Which of course is a good thing.
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This is my favourite topic
Community
General discussionComplain: Never got my Refund / Money-Back Guarantee(57 posts)(57 posts)
(57 posts)