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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 28, 2015
Almost thinking of making a thread asking for experiences of people who got their game refunded after having already downloaded it. I'd love to hear what steps are involved before GOG's troubleshooting department 'gives up'.
Posted March 28, 2015
What if the game doesn't work, but the 30 day time has passed? Let's say I bought the game but never tried it within 30 days.
Posted March 28, 2015
avatar
chlop: What if the game doesn't work, but the 30 day time has passed? Let's say I bought the game but never tried it within 30 days.
Interesting question! The thing about a 30 day limited time return policy, is that... <drumroll>

It lasts for 30 days. :) Seriously, return policies for video games have more or less not existed much at all for decades due to concerns over piracy and other factors. Online, some retailers are offering return policies now because they think they can do that reasonably nowadays or in some cases because the laws of certain countries might require it. GOG's return policy is better than any other online game retailer out there I believe and it's published out in the open so everyone knows it going in.

I think if someone is truly concerned about the prospect of returning a game that doesn't work that they should be eager to install it and try it within the timeframe given by the policy much like what you'd get if you bought a new TV set, a pair of pants or anything else really. Don't try it in the return period and you're choosing that returning it if something goes wrong is not really that important to you.

Having said that though, I'd highly recommend talking about whatever problem(s) you're having on the GOG forum for the given game after searching the forum to see if others are having a similar issue. Also search on Steam's discussion forums or via google as there are often useful tips there that work. Failing that, contact GOG support as they are pretty good with helping get things rolling if you've been unsuccessful through the forums. GOG support help doesn't have a 30 day limit either.

I myself have bought tonnes of games here and not tried them within the return window to have problems with them later. For those games I cared enough to pursue, the forums or GOG support or some good old fashioned troubleshooting and sleuthing managed to get them to work for me. Still some I haven't gotten to yet, but their day will come too. Even if one ended up baffling my attempts to get it to go and GOG couldn't either my personal attitude about it for myself with my own games anyway is "so what, the game cost a cup of coffee" or similar. Not suggesting everyone else should feel the same way, nor that all games cost a cup of coffee, but I don't get worked up over something that's pocket change. :)
Posted March 28, 2015
I couldn't speak more highly of the customer service experience I had recently with GOG.com. I re-purchased the single title they offer that has 2 separate editions, the Australian censored edition and the uncensored edition that the rest of the world gets.

I already had the censored version and when I saw the uncensored edition in the recent insomnia sale (at least, I think it was during that sale - or the one before it) I purchased what I thought was an uncensored copy of the game. Sure enough, my payment was processed, but I still had a single, censored copy of the game in my library.

I contacted customer support, who *politely* explained that due to the nanny state I live in (I'm paraphrasing), and the fact that my account drop-down box states I live here, that they were unfortunately required by law to only sell me the censored version.

I requested a refund and they said they were happy to comply, and asked me if I preferred a store credit or a monetary refund. (I chose store credit because I heart GOG and, due to the nature of this customer service interaction, I knew I'd never regret making a purchase from this site.)

By the time I tabbed from my email tab back to the GOG store, the store credit had already been applied to my account.

I'm definitely one very happy camper and will recommend GOG to my fellow gamers over the other gaming sites any day.
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!
Posted March 29, 2015
avatar
Firek: *snip*
We understand these kinds of situations, but in our experience most people seem to try their games out very soon after purchase.
*snip*
I have 360 games (after the Great Unbundling) and I have downloaded them all to my home server. I have installed and played 2 of them, Heroes of Might and Magic 2 and Sanctuary RPG.

Am I a black swan? :) LOL
Posted March 29, 2015
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Deltafunction: Am I a black swan? :) LOL
No, you are not. In fact I started a new policy. I buy a game only if I am sure I am going to play it soon. It does not matter if there is an offer or anything, if the time comes when the game is pricey... too bad.

Even so, I am saving money :S
Posted March 29, 2015
avatar
ssokolow: Judas told me some time ago that some of the atrocious website performance might be due to the Great Firewall. But since there
Then GOG should pay the proper bribes, I mean "fees". It's an unfortunate part of business that can't be avoided.
Posted March 29, 2015
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ShadowWulfe: Then GOG should pay the proper bribes, I mean "fees". It's an unfortunate part of business that can't be avoided.
I thought all this censoring was a way to help good anon VPN companies... For what other reason a "free" country should spy on his citizen?
Post edited March 29, 2015 by etb
Posted March 29, 2015
avatar
etb:
What?

I'm talking about download throttling in China.
Posted March 29, 2015
avatar
Firek: *snip*
We understand these kinds of situations, but in our experience most people seem to try their games out very soon after purchase.
*snip*
avatar
Deltafunction: I have 360 games (after the Great Unbundling) and I have downloaded them all to my home server. I have installed and played 2 of them, Heroes of Might and Magic 2 and Sanctuary RPG.

Am I a black swan? :) LOL
We're in the same pond. I think I have around 600 games now, and have played maybe 10 of them. But I'm so ready for retirement in about 20 years.
Posted March 29, 2015
Thanks gog.com, I've bought tons of games from you guys, and all of which were games I played many moons ago, and to this day, I still favor you guys above any other video-game provider. No fancy crap, no online only DRM crap, and when I buy a game, it is mine, and THAT, is what i like about gog.

Never change gog, you guys prove that things in the rest of the gaming industry has gone south, and the majority of it is unnecessary, so thank you for bringing back the old days. They were golden, and are absolutely a blast to have once more.

Keep on being awesome, gog! Love you guys!
Posted March 29, 2015
Setting the standard for what a games shop should be. Thank you, GOG.
Posted March 29, 2015
avatar
Deltafunction: I have 360 games (after the Great Unbundling) and I have downloaded them all to my home server. I have installed and played 2 of them, Heroes of Might and Magic 2 and Sanctuary RPG.

Am I a black swan? :) LOL
avatar
TrevorWilliams: We're in the same pond. I think I have around 600 games now, and have played maybe 10 of them. But I'm so ready for retirement in about 20 years.
I've been retired for about 15 years now, and I am so thankful for being able to game so much, with games looking so incredible. I still love Fallout 3/ New Vegas/Oblivion, and I think they still look beautiful-though I have modded them all.

Anyway, I haven't installed very many of the games I own here, at Steam, or Origin. I only install them when I'm going to play them. I'm lucky to have very fast internet speeds, so re-installing a game is no biggie.

You should retire now-don't wait!
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!
This is why I sing the praises of GOG.com far and wide, and why the only games I've paid full-price for, besides Skyrim, was the The Witcher 2 and Wild Hunt.
Post edited March 29, 2015 by trog69
Posted March 29, 2015
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GOG.com:
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trog69:
Way to blow the game last night! :P JOKING!
Post edited March 29, 2015 by tinyE
Posted March 29, 2015
I love gog.com <3 xD
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This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)