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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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tinyE: Before I go, will this thread still be here a year from now when (according to my math) I no longer have enough rep to post links or pics because of that fucking bot or script, because at that time I actually am going to be pissed.
This was a real problem last year as well when I went all the way to -100 at one point after which it became normal for sometime but for over a month now it has been affecting quite a few members here yet again. My only experience with the support has been regarding this specific issue and back when I was knee deep in the negatives (soon to happen again in a little over two months according to my calculations) I was told that my case was thoroughly investigated and no evidence of bots or scripts was found. Though I didn't really contact them specifically for my personal situation but as a problem that was really affecting others a lot more as well.

Furthermore I was reassured by support that they were considering restructuring the forum and possibly getting rid of the rep levels but could not guarantee whether it would actually happen. Naturally I was disappointed by the lack of commitment and implored the support personnel to take this issue under serious consideration since it resulted in many members leaving the forum and my main concern was the inability to post any links, to which I was told that a detailed response will be forthcoming later as they were going on leave for the holidays. So I contacted support again for a followup after a couple of weeks but got no response at all, this occurred back in April last year.

Since the title of this thread is "State of Customer Experience" I would just like to remind GOG that the forum as well as the website are very much part of our experience and very important to a lot of us here. So please listen and respond to the feedback in the long since dormant forum experiences thread by taking real initiative instead of ignoring all that has been highlighted there, thank you.
Posted March 25, 2015
Thank you for your support and customer service, dear GOG. Fortunatelly, I haven't needed to contact the support for anything serious nor to use the refund system. A few problems that I had with my games were resolved by using the hints and tips contained in the support articles of the recpective games. You are doing good job by optimizing games in your catalog so that they can run on modern operating systems.
Post edited March 25, 2015 by fista1.103
Posted March 25, 2015
GOG.com, I think you guys do an awesome job! Keep on, keepin' on! Ciao.
Posted March 25, 2015
Well, my experience 1 month ago was okay, but certainly not great.
It was a simple request of redeeming my gift code for 1 game of equal value and it took me some arguing. One week instead of 1 day until the case was closed.

I don't buy my games here because of the customer service but for other reasons, so I don't mind much.
Posted March 25, 2015
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Redfern: 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).
As long as it hasn't been used, it should be something we can cancel but for the final word on this matter I recommend writing to Support and giving them the exact order number and such :)
Posted March 25, 2015
What's the point of all this PR backstab as a full news ? Get some momentum on the web ?

You have plenty of good points on your side, but imo, customer support is not one of them. Granted, it's still OK, but nothing to brag about.
Posted March 25, 2015
*gives thumbs up to OP* :-)
Posted March 25, 2015
My 2 groszy:

Good work so far, and certainly there is room for improvement. I would like to have the blues monitoring the community more - often there are pretty sensibly suggestions made, and also, in the big spam wave, an encouraging "thank you" in the "we are under attack"-thread would have been nice when many people spent hours marking the pages of spam in the affected subforums...

On the other hand I was really impressed when the site was down and I posted a comment on this on facebook (which I almost never do) and within minutes got a response ("working on it...").

The thing I like about GOG the most, except for the community and DRM free games, is that when you contact them, you always have the feeling there is a friendly human being on the other side who really has an interest in you as an individual customer. It would be awesome if GOG can keep this up, although it certainly will be hard. Growth makes everything more anonymous and cold.
Posted March 25, 2015
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GOG.com: In which we talk about our relationship with you.

We hope that this gives you guys 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!
GOG's been pretty good IMO. I've spent money here for over 400 games (closing in on 500), and it's a sign of trust that I have done that. Another sign of trust is that I've only downloaded about half of them (I trust yo to be here tomorrow for me to dl the rest).

The one time I recall opening a ticket (a game I purchased didn't show up on the shelf even 24 hours later), it got resolved pretty quickly (less than a day IIRC).

So it's all good.

Part of the customer experience is being able to find the games you sell.

To this day, despite numerous threads on the topic, I don't recall GOG ever even addressing the concern about being unable to use the game search to find games with P.E.R.I.O.D.S. in their name. Well, unless you happen to know a non-period portiion of the name by which to search instead.

But really, nearly everyone is going to search for s.t.a.l.k.e.r or stalker (or o.r.b. or... see previously linked thread); and when it doesn't come up, they will likely assume it isn't sold here - not assume they need to search by other parts of the name.

Will this get some attention at some point?
Posted March 25, 2015
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de_Monteynard: 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?
From my perspective I can 101% assure you that our buddies at the web team are following that thread, at least to some extent, and are aware of the issues which are reported there. At least I recall some chat messages citing some of those cases.
We will look into these as soon as we can.
Post edited March 25, 2015 by Firek
Posted March 25, 2015
low rated
Yeah GOG, you treat your customers better than elsewhere. Yet, I remember when I bought Anesia a Machine for Pigs one day before it went on sale and I wrote an email about how I felt bad about paying double the price just for buying a game one day too early and without any means to know it would be on sale.

The only answer I got was basically "Too bad for you. Peace !"

So ok, you're not bad at all with the refunds and all. But don't get cocky, because I still remember that damn AMnesia game I bought and that went on sale the day right after without any kind move from you.
Posted March 25, 2015
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Hicham: Yeah GOG, you treat your customers better than elsewhere. Yet, I remember when I bought Anesia a Machine for Pigs one day before it went on sale and I wrote an email about how I felt bad about paying double the price just for buying a game one day too early and without any means to know it would be on sale.

The only answer I got was basically "Too bad for you. Peace !"

So ok, you're not bad at all with the refunds and all. But don't get cocky, because I still remember that damn AMnesia game I bought and that went on sale the day right after without any kind move from you.
That happens to everyone. Can you imagine what would happen if GOG offered the discount to everyone who just missed it? I paid full price for Settlers 3 literally a couple of hours before it went 50% off, and yeah I was mad...at myself. I feel for your loss but I have to side with GOG on this one and I gotta think most people here would too.
Posted March 25, 2015
low rated
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Hicham: Yeah GOG, you treat your customers better than elsewhere. Yet, I remember when I bought Anesia a Machine for Pigs one day before it went on sale and I wrote an email about how I felt bad about paying double the price just for buying a game one day too early and without any means to know it would be on sale.

The only answer I got was basically "Too bad for you. Peace !"

So ok, you're not bad at all with the refunds and all. But don't get cocky, because I still remember that damn AMnesia game I bought and that went on sale the day right after without any kind move from you.
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tinyE: That happens to everyone. Can you imagine what would happen if GOG offered the discount to everyone who just missed it? I paid full price for Settlers 3 literally a couple of hours before it went 50% off, and yeah I was mad...at myself. I feel for your loss but I have to side with GOG on this one and I gotta think most people here would too.
I don't know if everyone would side with ou or not, I don't know either if that is meaningful at all for that matter, unless this thread is just meant to sing together how GOG is awesome and all. The basic idea was to confirm that GOG's customer service is better than elsewhere but a little humility wouldn't hurt because of issues like the one I had and that made me really angry,not because I felt ripped, but because I didn't feel any sympathy from the customer service, not one "geste commercial" as they say in french.
Posted March 25, 2015
I have always had excellent experiences with GOG and its staff (unlike some other online game stores) GOG's Customer Service and their support and continued genuine appreciation of their customer base makes this probably the best service of its kind out there. That they plan on expanding on some of the very things that make them awesome? Well, simply put, it warms the cockles of my heart. Keep up the good work, guys and thanks for being so great!
Posted March 25, 2015
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Hicham: Yeah GOG, you treat your customers better than elsewhere. Yet, I remember when I bought Anesia a Machine for Pigs one day before it went on sale and I wrote an email about how I felt bad about paying double the price just for buying a game one day too early and without any means to know it would be on sale.

The only answer I got was basically "Too bad for you. Peace !"

So ok, you're not bad at all with the refunds and all. But don't get cocky, because I still remember that damn AMnesia game I bought and that went on sale the day right after without any kind move from you.
I'm sorry if you felt that way - I looked at that old ticket and I'm certain that it was never my colleague's intent. She did her best to explain our side of the story without, in my opinion, making it sound personal. Unfortunately, for various reasons, we're unable to inform our customers about upcoming promos. We fully understand that this is unfortunate, especially if the order was made soon before that discount. On the other hand, this does give one an opportunity to play a game before someone who would wait for it to go on promo. :) Plus, I'm sure you snatched quite a few games at a nice discount, while many of your co-gamers got them full-price. :)
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This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)