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General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts) 
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This is my favourite topic
Posted March 25, 2015
In which we talk about our relationship with you.

Refunds, terms of use, customer support - it's the hot button issue right now and it's been on our minds as well. We thought this might be a pretty good time to say a word or two about how we do things, recent changes, and our approach to your customer experience.









Refunds.

We've got 'em, and here are the basics you might need to know:
You have 30 days, worldwide. Hitting "Buy" doesn't waive your rights.
European Union law states that you should have 14 days to withdraw from a purchase. That's not a bad deal, but it's not always enough. We think that 30 days is more like it, and that worldwide is just nicer - within that period, we only consider your purchase final if you've already started to actually download your game. We want all of our customers to feel that our refund policy is there to give you a comfortable experience - not that we were forced into having one.


You can still get a refund for technical issues after downloading your game.
Downloading a game doesn't mean you're on your own, you still have our guarantee that it works!
If you have your game, but it doesn't work for one of the million reasons that just happen - we're here to help. We want you to be able to play your game, and if you can't, there's no reason why you should be stuck with it. We call this the Money Back Guarantee. If your game doesn't work due to technical issues, and our support team is unable to help you fix it, we'll offer you a refund - and two ways to do it. You'll have the choice of a refund in store credit, (this is almost immediate), or back to your card/PayPal account (if you're okay with waiting a few days to be cleared by your card or account issuer). You have 30 days to contact us after making your purchase, but there's no rush - your refund-timer stops ticking once you get in touch.










Customer support
We think that good customer support is one of the pillars of an awesome GOG.com experience. A hard time getting through to a living, breathing, human being can be one of the most frustrating things ever. But that's just not us.

Our support team is a cool, friendly bunch of people. Emphasis on people. They're really good at what they do, and they're here to provide you with a friendly, personal way to get in touch. We offer in-house tech support for all your problems, crashes, and other (totally not PEBKAC) issues, and we'll provide full support with no time restrictions. If that game you bought two years ago isn't working anymore, we might just be able to help. We'll take the time to walk you through any suggestions, and do our best to accommodate your non-technical needs - but that doesn't mean we can't work fast. Beginning January of this year, the waiting time for your average support ticket response was under 24 hours, and we got your problems completely resolved in under 36 hours.

Still, there's no reason why we couldn't do even better: we recently started offering support on Saturdays and Sundays, and the team just got a bit bigger. You can now write to us in English, French and German, and we plan to include more languages as we continue to expand. We're planning a significant update to our website support section, so finding information and getting in touch should be much easier. Soon, we'll also offer a much finer way to track your purchases and gifts, while all orders eligible for our Money Back Guarantee will be clearly labeled.









That's our two cents. We hope that this gives all of you a better (and much needed) inside look at customer experience and support from our perspective. If you have any questions, feel free to drop us a line in the comments section. We're here to talk!
Post edited March 26, 2015 by Konrad
Posted March 26, 2015
GOG has always been admirable, in putting real deal meaty effort to make things work for the customers, ensuring that everyone walks away satisfied, and with a good experience. We know places like Steam, couldn't even give two hoots if their customers crash or burn. The bigger key, is having things work so well, that customer service is rarely needed at all!
Posted March 26, 2015
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ericmachado70: Dear GOG,
I have a hang nail, how will you fix that?
Best to leave it alone. Every time I tinker with these, I regret it. :(
Posted March 26, 2015
At the end im always satisfied with GoG support, all you guys need now is Galaxy (tm) to take over steam!
Posted March 26, 2015
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Gede: It is great that you clarify some of your refund policy on this post. May I suggest that you update your "30 day money back guarantee FAQ" with this information? As far as I was aware of, the 30 days began on purchase day, not on download day.

I also request for clarification on the following: when you say "we only consider your purchase final if you've already started to actually download your game", I believe you mean the actual game, not the "included free goodies".

Since this "bonus content" runs the risk of "disappearing" from your website, I would like to back it up, "just in case"... Would that trigger the 30 days counter for the games I haven't tried yet? Since GOG seems to treat the game and the bonus content as separate entities for the purpose of "package corrections", I also expect you to do so in the case of "game downloading".

Thank you.
As for the FAQ, I'm not sure if I understand what you mean - is it suggested somewhere that it's 30 days after downloading?

The 30-day counter starts at the moment of purchasing. After that, the sale becomes final and cannot be refunded - one exception being if you, for instance, report a game-breaking issue on day 25, and we take more than 5 days to try some fixes, after which we gave up, the Money Back Guarantee refund is still possible. Simply put - it's not your fault if the troubleshooting process takes a lot of time. ;)

However if, during those 30 days, you start a download for the game or its bonus content (it's never a good idea to compare digital to retail, but think of it as unboxing the game), then the sale is considered final, and you won't be able to request a refund "just like that", unless you've got a genuine game-breaking issue that we can't help you with.
Posted March 26, 2015
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Firek: However if, during those 30 days, you start a download for the game or its bonus content (it's never a good idea to compare digital to retail, but think of it as unboxing the game), then the sale is considered final, and you won't be able to request a refund "just like that", unless you've got a genuine game-breaking issue that we can't help you with.
So if downloading bonus content makes the sale final it means the bonus content belongs to the things we paid for. Why the heck are you then pulling bonus content from games even for everyone who bought the game before. Shouldn't it then stay in the bibliothek like the games one bought before they got pulled out of the catalogue?
And since you yourself did the comparison. If I buy a boxed game no one can take away the goodies from me afterwards.
Post edited March 26, 2015 by moonshineshadow
Posted March 26, 2015
Wow, what a great PR post.
...it almost makes me forget the regional pricing, regional locking, the recent issue with password-protected installers and more...
Posted March 26, 2015
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Urnoev: Wow, what a great PR post.
...it almost makes me forget the regional pricing, regional locking, the recent issue with password-protected installers and more...
Attachments:
yoda.jpg (10 Kb)
Posted March 26, 2015
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Urnoev: Wow, what a great PR post.
...it almost makes me forget the regional pricing, regional locking, the recent issue with password-protected installers and more...
and GOG did comment about these issues in their separate news news posts or on the forums. Sure you can be unhappy about their decisions or comments, but what is wrong with informing customers about changes or improvements in such important areas as refunds and customer support??

I see that your problem is that they dared to say something positive on their own website instead of going with extra dose of self-punishment . What's next? Maybe some conspiracy theories how evil gog implemented password protection in installers only to remove it as some grand evil PR master plan?

If you don't like it here, take your business elsewhere.
Post edited March 26, 2015 by d2t
Posted March 26, 2015
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Urnoev: Wow, what a great PR post.
...it almost makes me forget the regional pricing, regional locking, the recent issue with password-protected installers and more...
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d2t: and GOG did comment about these issues in their separate news news posts or on the forums. Sure you can be unhappy about their decisions or comments, but what is wrong with informing customers about changes or improvements in such important areas as refunds and customer support??

I see that your problem is that they dared to say something positive on their own website instead of going with extra dose of self-punishment . What's next? Maybe some conspiracy theories how evil gog implemented password protection in installers only to remove it as some grand evil PR master plan?

If you don't like it here, take your business elsewhere.
Oh sure, post that and make my reply look silly and childish! :P
Posted March 26, 2015
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d2t: and GOG did comment about these issues in their separate news news posts or on the forums. Sure you can be unhappy about their decisions or comments, but what is wrong with informing customers about changes or improvements in such important areas as refunds and customer support??

I see that your problem is that they dared to say something positive on their own website instead of going with extra dose of self-punishment . What's next? Maybe some conspiracy theories how evil gog implemented password protection in installers only to remove it as some grand evil PR master plan?

If you don't like it here, take your business elsewhere.
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tinyE: Oh sure, post that and make my reply look silly and childish! :P
Well it is. I don't see a relation to the definition "A leotard with a hole in the crotch instead of snaps so you can get some quick in and out action between ballet performances. " and the picture you posted relating the quoted post.
Post edited March 26, 2015 by Tarm
Posted March 26, 2015
high rated
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moonshineshadow: So if downloading bonus content makes the sale final it means the bonus content belongs to the things we paid for. Why the heck are you then pulling bonus content from games even for everyone who bought the game before. Shouldn't it then stay in the bibliothek like the games one bought before they got pulled out of the catalogue?
And since you yourself did the comparison. If I buy a boxed game no one can take away the goodies from me afterwards.
I talked to our Product folk about this, and these unfortunate cases were extremely rare. I can't go too much into detail as to why we had to remove some bonus content (it's a mixture of licensing and technical limitations), but what I can say is that it will not happen again. After these cases, we have improved our system so that no bonus content is removed for those that purchased said game before that removal tool place.
Lichdom is a good example - we had to pull the soundtrack, but anyone who purchased it at the time, keeps it. To my knowledge, that's how it will work from now on.
Posted March 26, 2015
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moonshineshadow: So if downloading bonus content makes the sale final it means the bonus content belongs to the things we paid for. Why the heck are you then pulling bonus content from games even for everyone who bought the game before. Shouldn't it then stay in the bibliothek like the games one bought before they got pulled out of the catalogue?
And since you yourself did the comparison. If I buy a boxed game no one can take away the goodies from me afterwards.
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Firek: I talked to our Product folk about this, and these unfortunate cases were extremely rare. I can't go too much into detail as to why we had to remove some bonus content (it's a mixture of licensing and technical limitations), but what I can say is that it will not happen again. After these cases, we have improved our system so that no bonus content is removed for those that purchased said game before that removal tool place.
Lichdom is a good example - we had to pull the soundtrack, but anyone who purchased it at the time, keeps it. To my knowledge, that's how it will work from now on.
Ok that is quite reassuring. I hope really that bonus stuff will not vanish again :-) Thank you!
Posted March 26, 2015
Is this a good time/place to make general suggestions as well? It seems like GOG people are listening, so I'm going to go for it. And my apologies in advance if these things have been discussed already... I don't follow the forums that closely.

Number one, I would like to be able to sort my collection of games in different ways. Specifically, I'd love to be able to tag games by genre and view them that way. With a couple hundred games or so, viewing them alphabetically or by purchase date aren't the easiest things to do. When pondering which game to install next, I'd rather skip to - for example - the FPS or RPG section of my games and find one that way. I often don't have a game in mind to install and am scrolling aimlessly when I'd rather decide OK, I want to play a platformer and look at just those games.

Number two, how about a GOG app? If it's any motivation, the app I have for 'the other guys' gets a ton of purchases from me. It just makes the buying process that much quicker and more convenient. Makes me spend more too, because I don't stop to reconsider... good for you guys! :)

Anyway, thanks for listening, and keep up the good work! Long live GOG!
Posted March 26, 2015
I love GOG.. (oh, that came off a little fanboyish...sorry). Great products, nice folks on this site (staff and customers), old games support is second to none (yes you can get more and more older games on "that other company", but here they tend to work without as much trouble), nice sales, freebies on occasion, DRM-free. You can't blame a Company for having to change some with the times as long as they try to stick to there core values... Anyone who's bought products from them will benefit if they stay in business. Heck when this started, all the games were all one of 2 prices (well, 3 counting free). Keep up the good work, keep adding good products (love the indie added games)!

ok, done with that.. Waiting for any nice old new games today! :)
Posted March 26, 2015
The one thing that really needs to be improved is keeping games up-to-date with and without the client. GOG was designed for games that do not receive updates frequently but now many/most of the new releases get them. The update notifications on the website are a mess, you don't know which language version is affected and you don't know which bonus content is affected and you do not have a description what has been changed in order to judge if it is worth it and ... there are no differential downloads, instead you have to download everything even if only a small portion has been changed and there is no automatic way to delete the old downloaded versions if so wished. To make it worse, sometimes the update notifications show updates that haven't really happended and stay for a while.

And there is no update history available for each game. All in all it's severely broken and that for a very important part of offering downloadable content.

I guess the client helps with many (all?) of these problems. Hopefully it does. In principle also the website could be improved heavily in this regard, but as long as there is one solution (client or website) that is comfortable to use I'm happy.
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This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)