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General discussionGog doesn't respond to refund request, its been weeks.(4 posts)(4 posts)
(4 posts)
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Posted September 24, 2020
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AviaN1337: (...)
We do have a refund & returns problem type, you can find it here (Other Issues > Problem Type: Refunds and Returns)

As for the ticket, you might have gotten already a reply, but it isn't showing up in your inbox. I suggest to check the spam folder. If it's not there it could also be that your email provider scans the message before it is send to you. Please add the following mails to your whitelist of your provider:
-@gog.com
-@email.gog.com
-no-reply@gog.com
-no-reply@email.gog.com

It's worth mentioning we always take the date of submission into consideration and treat each case individually, for example if someone was to contact us in regards to a refund (within the 30 day period), no matter whether that 30 day period has ended when Support replies, the refund inquiry is still valid.

You can also always answer to your ticket, if you think something is amiss.
Post edited September 24, 2020 by SmollestLight
Posted October 16, 2020
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Ryan333: Even though you got a good initial response, make sure you don't have any further responses in your junk mail or deleted folders. Reply back to your original ticket, indicating that you're still waiting for a response. If you still don't receive a response in 5 business days then close the ticket. Open a new ticket and ensure your Problem Type is set to "Launching My Game". That should ensure your ticket is given fairly high priority.
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AviaN1337: There is nothing related to GOG in my spam email box. If I were to cancel my ticket and request a new one, I would be past the 30 day period of being able to request a refund.
I checked your ticket history and I see two separate ones. I also see that you did not reply to both of our automated messages (because of that, your request was not visible in our main inbox). Those usually come with some additional questions from us, or asks for your reply.

In the one you quoted there is this sentence:
However, if we weren’t able to answer your questions, simply reply to this message and our Support team will get back to you as soon as possible.

Please reply to our automated messages, so we can help with your issue. Also, do not worry about 30 days limit for refund requests, we take the date of the tickets submission into consideration.

If you have any additional questions or concerns, please contact me via private message.
Posted October 18, 2020
It's all about choosing the right category for your submissions :)
AviaN1337 and allan1096, please contact me via PM and I will check your requests' status in our database.
Post edited October 18, 2020 by ponczo_
Posted October 20, 2020
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BreOl72: Account created in June 2020, supposedly only to pre-order/buying Wasteland 3.
Reached a milestone ("5 hours played") two months ago (so right around the release of Wasteland 3 on August, 28th).
Played it for 8+ hours so far (that's only the hours registered in Galaxy!) and now wants a refund...

Great to see that GOG's refund policy doesn't come to an halt when it comes to full priced RPGs, which are sold DRM-free and can be returned after they got downloaded and played already for 8+ hours...will do wonders for GOG's financial future, I am sure.

If anybody here still feels the need to complain about GOG's (alleged!) latest policy changes in regard to DRM'ed games...I'd suggest, you start complaining at the right persons' doorsteps.
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AviaN1337: I bought Wasteland 3 on GOG because I wanted to give it a shot instead of buying everything on Steam. The GOG launcher does not scale properly and I play on a TV screen so I have to scale up the DPI of everything in order to read what is going on on the screen. GOG launcher becomes unusable, I was able to launch the game the first time but that is it. I didn't even play the full 5 hours, some of that was being AFK.

I had already sent GOG a ticket regarding this separately and they said there is nothing I can do, that I have to essentially disable my Windows scaling everytime I want to play the game which of course screws everything up on Windows and is a big hassle, an issue that doesn't exist on Steam because Steam store scales properly and GOG does not. That's why I want a refund.

I have now been waiting since shortly after the game came out, and still no refund. Steam on the other hand refunds almost instantly.
I see that since September, we didn't receive a reply to our automatic message from you (I see that three separate ones were sent). That's why your request was not visible in our main inbox. We are sorry if our messages were not clear enough. We are currently investigating what was wrong with them and how to change them to be more informative and clear.

That being said, we will reply to your confirmation you sent yesterday as soon as possible. If you have any questions or concerns, please contact me via PM.
Post edited October 20, 2020 by ponczo_
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General discussionGog doesn't respond to refund request, its been weeks.(4 posts)(4 posts)
(4 posts)