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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
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Firek: (probably some clever converter using special chars - this doesn't look like a forum feature:))

Edit: Ninjer'd
Yep, the forum doesn't even have italics working properly, let alone such advanced features like strikethrough text. :P
Post edited March 26, 2015 by stg83
Posted March 26, 2015
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Firek: (probably some clever converter using special chars - this doesn't look like a forum feature:))

Edit: Ninjer'd
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stg83: Yep, the forum doesn't even have italics working properly, let alone such advanced features like strikethrough text. :P
¿ʇuᴉod ɹnoʎ s,ʇɐɥM
Posted March 26, 2015
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tinyE: ¿ʇuᴉod ɹnoʎ s,ʇɐɥM
·ssənɓ I ɓuıʇɐuıɔnๅๅɐɥ ʇsnſ ʻɓuıɥʇoN
Posted March 26, 2015
My experience with GOG support or otherwise is awesone because you guys are awesome. That's why I stick with you in the first place. To give an example of another big digital distributer (let's call it "Smoke"). There was a game which was advertized as having German subtitles which it had not. I wrote to support and after 5 days of waiting I got an response: please wait longer, we have so much to do. But here is a link to our support forum (in which the game wansn't even listed) take a look and if you still have a question, please answer this ticket. Until now (again three days later) no response. Such things NEVER happened to me on GOG. As I said: you guys are awesome and in my opinion you deserved the praise!
Post edited March 26, 2015 by MarkoH01
Posted March 26, 2015
I'll just drop my comment while passing by...

About the refund, it is a welcomed idea considering the fact that performing some "pimp my ride" action on an old game to make it playable on nowadays OS and machines can always lead to completely unpredictable bugs and issues. Praises to GOG for taking such a risk.
AFAIC i never had to resort on refund so far, because i usually only manage to play the game long after 30 days, and also because i so far never had tech problems...

on the tech support, i had to contact the gog team a few times and it was very professionnal, quick and efficient...

keep on going
Post edited March 26, 2015 by Djaron
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
Ha ha. With the number of us here with ridiculous backlogs we could probably put together an entire GOG bowling league!
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
Good to know I'm not alone. Actually it was just 250+ games before the unblundling.
Posted March 26, 2015
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tinyE: You too? :P
We should get together and go bowling. XD
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dquadros: Good to know I'm not alone. Actually it was just 250+ games before the unblundling.
I was around 330 before the big un-bundle, now I'm at 389! Not a bad haul since Valentines Day 2014! :-)
Posted March 26, 2015
Here is my experience with GOG customer service, take it or leave it.


It was during one of the many promotions GOG has every year, I think it may have been a spring sale but the old Sierra adventure titles were discounted and I always wanted the Police Quest bundle, so I was interested. It was one of the limited supply offers so I quickly purchased the game and...

The payment never went through.

I checked my bank to make sure I had the funds, I did and then sent an e-mail to GOG customer support about what just happened. About an hour later, I got a reply stating someone was looking into the matter. About a few hours after that, I got an apology from GOG saying it was something bad on their end in the deal and they gave me a code for the Police Quest bundle at the discount I wanted it at that was good, I think for a whole week.

I have never had an online retailer just come out and say, "Hey, we messed up, we're very sorry", so for GOG to do that, it earned my loyalty. I didn't need something free, or a huge discount code, just an apology was it and the thing is, I think if more people just come out and say sorry, the world might be a better place.

Try getting an apology from other online game distributors.

Thanks GOG, for everyone associated with this site for being what it is, and for keeping it about the games.
Posted March 26, 2015
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Firek: I completely understand your point of view, but I would like to share ours, for contrast. The problem with this is, no matter how much of a power-user someone is, no one is infallible, and we need to make sure if they tried the troubleshooting steps which we think are relevant.
That is so true. Once a support tech at an ISP I just subscribed to told me to try something I considered irrelevant/inconsequential (entering the URL on the "My Computer" window, instead of entering it on Internet Explorer). And you know what? It worked! (If you know why it worked, do tell me -- this was on Windows 98).

Since then, I started to put up with those obvious questions, as you never know. These people deal with these issues every day, after all...
Posted March 26, 2015
Thanks for caring for us!

Hope other companies at least tried to improve their customer service like you do, and not just blame their users...
Posted March 26, 2015
avatar
GOG.com: 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!
Impressive one of the reasons I had in fact STOPPED FIRST DAY purchases on your website was because of the horrible policy you were holding towards pre-orders.
You originally wouldn't facilitate the 14 day return even if the pre-order took months to come into an actual existing state for the product (I'm looking at you mount & Blade DLC Viking conquest) which was even more frustrating when I tried the game finally and it wasn't in a merchantable state (it was completely broken and unplayable; with whats more the game breaking bugs that were not present in the base game to start with or had been previously ironed out that simply we're not a problem for the functioning base game eg. they took something fixed and seemingly deliberately broke it with something that was NOT an expansion).

I would say the support on weekends isn't really a big thing especially considering the support request pauses the refund timer, but I'm sure the gog'ers looking more for a fix rather than a refund will appreciate it.

In short well done Gog you might have won me back as a customer.
Posted March 27, 2015
Firek - I had hoped that since you are replying here and since my post was 90% praise and 10% complaint that if nothing else you would check the ticket as you have for pretty much everyone else here.

It does seem like my post has been ignored and swept under the rug much like my original and only ticket after what must be nearly 100 purchases was.

I am not entitled. It is for that very reason that i did not persue i was simply stating that i have yet to see this policy in action.

I bought a product, to this day it still does not work, i never got a refund. Instead i was patronised and told to do things i had already said i had done.

"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"
Post edited March 27, 2015 by obiwan.873
Posted March 27, 2015
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ajensen: 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.
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Thegevin: <snip>
For what it's worth, you can already do something like this. The search function for the library recognizes GOG's genre tags that are listed on the store page, so if you type in "Role-playing", "Adventure", or "Fantasy" it'll list Legend of Grimrock II but not MDK. Granted, user-defined categories would still be nice.
Posted March 27, 2015
Each time I have had a reason to contact support I've gotten swift and/or helpful response. Big ups to JuriJ, Natalia, all the bunch.
Pages:
1
5
10
12
13
14
15
16
20
24
This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)