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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
I've always had top notch customer experience at gog.com, simply the gold standard for customer experience. I've dealt with Apple, I've dealt with Steam, always like pulling teeth. Either they do nothing for you to rectify issues, assist or refund or they make it seem like they're doing you a favor.

gog.com has customer service second to none. Keep it up!
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.
He`s got a point there. The regional locking means I don't have access to titles that would be considered proboematic in my country (Germany, Commandos). I don't care about Commandos, but about future titles that might interest me. Not all players on the world are equal anymore, Germans and Australians are now a little less equal.

I still like gog and buy my games there, but I've gotten sceptical and don't see anything through my fanboy glasses anymore. Though the solution might be easy. At least for Germany: get rid of the german website and get back to the international one - this wasn't a problem in the past, it shouldn't be today. I can order Commandos on amazon.co.uk for example, and there is no problem, the authorities aren't allowed to interfere, as long as I don't use it for commercial stuff. It's in no way different to the old gog.
Posted March 26, 2015
The only thing that worries me is the 300+ games I've bought and not yet tried to install (but have downloaded) that are WAY over 30 days old! :-o
Posted March 26, 2015
That's cool. I have a few games that refuse to work, Tex Murphy Overseer comes to mind, along with Populous.
Tex Murphy used to work. Populous never did. For the value I get from the games that DO work, it's not a big issue to me.
Tex Murphy will probably work again with another driver update of some kind or it may never work again. C'est la vie. If I bought it in a box I'd have the same problem.
The only real issue I've had recently is sadly finding out that the much looked forward to Witcher 3 was going to be 64 bit only, so there was no way it was going to work on my machine. Instant refund.
Tech support I've found to be very helpful and always left me with the feeling that they were as keen to get something working as I was [Populous particularly], even if in the end all attempts failed.
That eagerness to try to fix a problem is one of the reasons I buy from GOG as I'm comfy that if I hit a real showstopper that I can't sort out, they will try to help me more than 'have you tried rebooting' :-)

I have no complaints at all. Keep up the good work.
Posted March 26, 2015
The only thing I would have wanted is 'if you don't like the game' you can get a refund'. But that's hard to achieve in a digital store. Especially the way GOG is made. I don't mind it that much. It was only a $6 game I downloaded once, played it for 15 minutes and truly disliked it. Everyone makes a bad purchase once in a while.
Posted March 26, 2015
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LynetteC: The only thing that worries me is the 300+ games I've bought and not yet tried to install (but have downloaded) that are WAY over 30 days old! :-o
You too? :P
We should get together and go bowling. XD
Posted March 26, 2015
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LynetteC: The only thing that worries me is the 300+ games I've bought and not yet tried to install (but have downloaded) that are WAY over 30 days old! :-o
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tinyE: You too? :P
We should get together and go bowling. XD
Should start a back log club... ;}


Edit - @Trilarion - I agree updates are slower on newer games... I am hopeful Galaxy will take care of that though!
Post edited March 26, 2015 by Russonc
Posted March 26, 2015
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Senteria: The only thing I would have wanted is 'if you don't like the game' you can get a refund'. But that's hard to achieve in a digital store. Especially the way GOG is made. I don't mind it that much. It was only a $6 game I downloaded once, played it for 15 minutes and truly disliked it. Everyone makes a bad purchase once in a while.
You can still sell your one game copy to somebody else since resale of used digital goods is legal in the EU (regardless of paragraph 3.3 of gog user agreement).
Post edited March 26, 2015 by Matruchus
Posted March 26, 2015
This is worlds better than Steam. I have two open support requests in Steam (and even putting them in is a pain up the posterior, requiring separate accounts and a broken fault form) and have not even had an acknowledgement from them, leaving me unable to play Hexen 2 or Resident Evil 5.

One thing I do think could be better:

"You can still get a refund for technical issues after downloading your game. 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."

Actually, I have over 100 unplayed GOG games (ditto on Steam). I often buy games I'll want to play one day, but the chances of me playing an individual title even within 12 months of purchase is pretty slim. So it is entirely possible for me to go and play a game, for it not to work on my PC despite help from tech support, but for me to not get a refund. Game-buying behaviour in a digital world is not like in the past - it is easier to amass a large collection of games without the resource implications of physical boxes. Unfortunately all time-related policies that kick in after purchase are totally incompatible with the widespread hoarding pattern many people now have, where the reality is that my first experience of a game could coem years after purchase.
Posted March 26, 2015
As previously stated: a way to browse purchased games based on genre would be fantastic. Also, a phone app would also be great, though I will point out that the site's mobile phone version is quite sleek. That being said, the only thing that I find myself desperate for is the arrival of Galaxy. Just the thought of Galaxy has me purchasing more games than I normally would (so I can boot it up with a nice full library), I also find myself hesitating to download titles due to waiting for the "soon to come" sleeker experience of Galaxy. Not to mention I'm intrigued by the possibility of achievements being applied to classic games that has been spoken softly about. (I just hope it isn't any too crazy, like all Speed Runs!)
Posted March 26, 2015
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Senteria: The only thing I would have wanted is 'if you don't like the game' you can get a refund'. But that's hard to achieve in a digital store. Especially the way GOG is made. I don't mind it that much. It was only a $6 game I downloaded once, played it for 15 minutes and truly disliked it. Everyone makes a bad purchase once in a while.
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Matruchus: You can still sell your one game copy to somebody else since resale of digital goods is legal in the EU (regardless of paragraph 3.3 of gog user agreement).
Hmm, that would be complicated and I don't want to get in GOG's way.
Posted March 26, 2015
I have to say, I really love you guys.

I pre-ordered The Witcher 3 here the very moment it was available for pre-order. About a year or so later, when the system requirements were released, I realized my PC doesn't even meet the minimum requirements.

One e-mail later, and I got a sad but much needed refund, I didn't take it for granted, and it really made me love this site and company a whole lot more, even though I already did before :)
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.
Like the very recent case with Lego Harry Potter. :l
Posted March 26, 2015
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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.
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omega64: Like the very recent case with Lego Harry Potter. :l
Sadly, this was before we managed to implement the fix.
Posted March 26, 2015
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Firek: Sadly, this was before we managed to implement the fix.
Good to know that you have implemented the fix I had a feeling it was a technical constraint that resulted in removal of extra content despite having purchased the game previously. But again it would have been better if someone from the staff provided this pertinent information without being prompted to reassure a lot of disgruntled customers. We only found out about missing extras through other members of the community like mrkgnao highlighting the content that was removed from the accounts of people without their knowledge.

Not specifically referring to you ofcourse Firek as you have been the most active in this thread responding to a lot of our queries which is much appreciated, but in general GOG staff still needs to seriously work on communicating important changes to their loyal customers. :)
Post edited March 26, 2015 by stg83
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This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)