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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 25, 2015
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bigsilverhotdog: Thank you for fixing the Hotline Miami 2 mistake. It's a pity it took me complaining in 4 separate forum threads here on GOG to make headway after support let me down. That's kind of my point here, actually...
Dude, the fact that they responded and fixed it is better than most places would do (especially when chances are it was user error to begin with). I do think a customer should be able to change their rating as they see fit as your opinions can change over time. Also, the customer support doesn't go through forums. They shouldn't need top respond to anything you do on a forum.

All of my experiences with support have been positive. A few have taken longer than expected, but typically that has happened after a large promotion so I am sure they had their hands full. All in all, they do a great job by actually attempting to address all issues. They have not been able to find solutions to all of my problems, but they have done exactly as they outlined in this post. They have responded and attempted to fix issues and have provided credit or refunds when we couldn't get games to work.
Posted March 25, 2015
I've had... hmm, I think it was just one experience with support, but for two issues that happened simultaneously. There was some glitch with the site when I was making a purchase and I got double charged and my items didn't show up on my shelf. The double charge got taken care of quite quickly, but support had trouble with the second part. I think this was before the account refresh link was around (or I just didn't know about it yet, and support didn't direct me to it; I do remember suggesting adding a way to rebuild your shelf at the end of the process). It ended up fixing itself a couple of days later when I added a free game that had just been released to my account.
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GOG.com: 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.
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ZaineH: Is this new or has it always been like that? It's certainly nice to know either way.
The 30-day money back guarantee has been around for over a year, including the part about the timer stopping once you contact them.
Posted March 25, 2015
I do feel loved indeed.
Posted March 25, 2015
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bigsilverhotdog: Thank you for fixing the Hotline Miami 2 mistake. It's a pity it took me complaining in 4 separate forum threads here on GOG to make headway after support let me down. That's kind of my point here, actually...
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chucklas: Dude, the fact that they responded and fixed it is better than most places would do (especially when chances are it was user error to begin with). I do think a customer should be able to change their rating as they see fit as your opinions can change over time. Also, the customer support doesn't go through forums. They shouldn't need top respond to anything you do on a forum.
The previous two issues were that I was banned from both forum posts AND writing reviews for absolutely no valid reason on 2 separate occasions spanning over 2 years of time. I wasn't even posting on the forum at all at the time of the initial ban. The bans both turned out to be a website automation problem, according to GOG. I was promised a more detailed explanation and follow-up but never got any.

None of the 3 issues, including the Hotline Miami 2 star rating mistake, had anything to do with forum activity whatsoever. I don't understand how you thought it did. I was forced to complain on the forum when support failed me. That's the only reason these issues are getting any attention right now, 3 years after the first one occurred. I'm not vindictive, nor am I unreasonable. I haven't stopped supporting GOG during this time, either. My expectations for support from GOG are low (remember, 3 total customer support contacts in 5 years of GOG) and yet still they have not been met.

How does this make my complaint about support quality unreasonable?
Post edited March 25, 2015 by bigsilverhotdog
Posted March 25, 2015
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ZaineH: Is this new or has it always been like that? It's certainly nice to know either way.
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Nesoo: including the part about the timer stopping once you contact them.
Well, shit. I should have gone that route since support was useless. :/
Posted March 25, 2015
high rated
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bigsilverhotdog: My concern is that repeatedly I was told what was going to happen did not happen. You reversed the ban twice, yes, but you never fully explained what happened (considering it was under suspicious circumstances where I had written highly negative reviews of several brand new GOG releases, an explanation was quite important), and GOG then promised a follow-up that never took place. To this day I still suspect GOG of impropriety in this case, and with what I consider to be very good reasons.
Given your experience, I understand how you might feel that, but rest assured that the ban was not made by any person, but an (obviously flawed, to some degree) automated system.
We never, ever, ever (to my knowledge, anyway!) deleted a post or review that we didn't agree with. As you can see by a handful of such reviews, if we believe that the review is untrue, we comment on it to set things right, or show the other side of the story.

In any event, I once again sincerely apologize for these poor experiences and hope that it will only get better from now on.
Posted March 25, 2015
Question, how exactly Store Credit works? Game gets removed from account and...how can i use it later? There will be option to use it on checkout or i have to write to support like "i have store credit of XX and i want this game"?
Posted March 25, 2015
high rated
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bigsilverhotdog: was promised a more detailed explanation and follow-up but never got any.
That's completely on me. To be completely honest, I didn't have any good explanation, let alone a detailed one, and eventually your PM got buried... Unfortunately the exact reason for the ban remains a mystery, though I'm unaware of similar cases appearing for a long while now, due to that system being long since disabled.
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Redfern: Question, how exactly Store Credit works? Game gets removed from account and...how can i use it later? There will be option to use it on checkout or i have to write to support like "i have store credit of XX and i want this game"?
It's fully automated. f you have store credit, then in checkout you will see an option (enabled by default) to use that store credit. Whatever amount is covered by the store credit will be deducted from what you have to pay. Or, if you have enough store credit, you might not even have to pay at all. Simple as that. :)
Post edited March 25, 2015 by Firek
Posted March 25, 2015
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Redfern: Question, how exactly Store Credit works? Game gets removed from account and...how can i use it later? There will be option to use it on checkout or i have to write to support like "i have store credit of XX and i want this game"?
Store credit will be available when you go to the checkout! At least I suppose it is like that since the store credit from regional pricing works like that and I doubt the store credit for refunds is handled differently.

[Edit] Ninjad by the Support Overlord ;-)
Post edited March 25, 2015 by moonshineshadow
Posted March 25, 2015
My recent experiences with your support features/team don't reflect much of this message's promise. I hate to complain here in this comment section, but it seems like the best place to get heard.

1) Some time ago, I requested my username to be changed. This request was quickly granted, but a short while later my new name was further altered to include a .800 at the end. I never asked for this change.

2) There appears to be no method to use to directly request a Refund. Maybe I missed it, but I dug around your website for a good hour at the end of last year trying to find it and came up empty handed. This makes me feel like you don't really want to issue refunds and have made the process obscure deliberately. If I'm mistaken and there is a 'refund request' button somewhere, please make it easier to find for new/undownloaded purchases. If I'm not mistaken, why don't you have one?

3) Resigned to defeat trying to find a Refund request mechanism, I decided to contact your Support team with a message clearly titled, "Refund for undownloaded product" wherein I provided the exact name and reason for the request. There was no proper 'refund request' topic so I had to choose what seemed like the best fit. This message was sent 12/6/2014. I received no reply until 3/11/2015, where I was told my ticket was mistakenly moved to the wrong section and asked to create a new ticket again using the 'appropriate support form' (which, again, doesn't seem to exist for refunds). Now the grace period in which you offer refunds has already expired 3 times over. Not cool.

You are the only digital distributor I have ever (and intend to ever) bought from. I still love you - and I could say far more positive things about you than I've made complaints here. I just hope you're not turning into a giant, uncaring machine as you get older. I've been buying games from you that I've already owned physical copies of for years just to help support your business. I want to see you guys around still when I turn 60.
Posted March 25, 2015
I want to purchase GOG credit, like in Gamersgate and Steam...
When is supposed We can do that here?
Posted March 25, 2015
Ok, other question - can gift purchase be cancelled (if not redeemed) too? Like i got it for someone but recipient dont want it (me either).
Posted March 25, 2015
Thank you for the apology and further information, it means a lot. Not just to me, but to many other random people reading the forums. Good customer support is all about handling each incident, not about setting the "correct" policy and then letting go. It's good to see that there is still some flexibility and depth in your customer support at GOG, I just wish it was smoother, quicker, and more fully transparent.

Thanks also for caring. Many other similar support branches of other major gaming services simply don't care and it reflects in their support. At least GOG still cares.

Cheers for now, have a great day and hopefully by tomorrow this (apparently complex) Hotline Miami 2 review problem will be finally sorted as well.
Post edited March 25, 2015 by bigsilverhotdog
Posted March 25, 2015
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Firek: /snip/
Firek, I realise that the unbundling is still being worked on and what I am about to ask does not full squarely under your department, but could a bluetext pop-up to the unbundling thread and provide a response/acknowledgement of the issues that have been pointed-out by the community?

Thank you.

As concerns my own experience with customer support, it has always been speedy and helpful, so I fully appreciate and support (pun not intended) GOG's support team.
Posted March 25, 2015
I love GOG. I own a considerable amount of titles and i will continue to champion GOG for all it is and does and for my love of CDRP BUT!!!

I am sorry the one single occassion i have had to excercise my right to a refund did not result in a refund. It resulted in being patronised and basically told "it should work".

It is the only single ticket i have ever submitted to support out of DOZENS and DOZENS of purchases ... it wasn't even that expensive i think it was more to actually see how honest this support statement was.

I am sorry as much as i worship GoG and will continue to show my support i will not sit here and say that from my own POV this promise and policy has been upheld.
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This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)