It seems that you're using an outdated browser. Some things may not work as they should (or don't work at all).
We suggest you upgrade newer and better browser like: Chrome, Firefox, Internet Explorer or Opera

×
Community
General discussionState of <b>Customer Experience </b>(20 posts) (20 posts) 
(20 posts) 
Pages:
1
2
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
avatar
matoro1992: This is why you're better than Steam. Although, I wish there are more Linux compatible games. Fortunately, it's a good thing you can install Windows games on Linux ease of use through Play On Linux and Wine compared to trying to install Windows games through Steam.
We just added two Linux games about 5 minutes ago :) See the two Amnesia games :)
Posted March 25, 2015
high rated
avatar
bigsilverhotdog: I have a feeling I'm going to continue waiting.
As my colleague assured you earlier, the rating issue has been reported to our devs. While we currently cannot expect to get from them a backend tool which would allow us to change user ratings (something that we're almost never asked to do) in the near future, they have taken the time to change your particular rating manually. It should be two stars now, which, I hope, resolves this issue.

As for the forum ban - unfortunately at the time we couldn't find any logs that could point us at the exact reason why that happened. We already apologized to you, and I'm afraid that we're unable to provide any additional background information. Once again, I'm sorry that this happened, however. I'm sure it must have been a very disappointing experience, to say the least...
To my knowledge, the system that issued that automated ban has been disabled for a while now, so this kind of situation shouldn't happen again, for anyone else.
Posted March 25, 2015
high rated
avatar
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
high rated
avatar
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.
avatar
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
avatar
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
avatar
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
high rated
avatar
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. :)
Posted March 25, 2015
avatar
dc6jgk: I am sorry that I have to drag "old news" back into the sunlight, but:

Censorship is way worse than DRM or regional pricing. You have really pissed off a lot of people who previously praised and supported you due to the morally correct "no DRM" decison. As long as you (as a polish company) censor yourself for grown-up German customers, I will not spend any single cent or dollar.

If that means "no German UI"..... so be it. I could not care less.
If you wish, open a second censored shop under gog.de or somewhere else. Implementing global Censorship based on IP geolocation and attempting to sell this as positive PR for German customers is however still absolutely disgusting.

Please fix this instead of praising customer support that I will hopefully never need.
I will keep reminding you about this issue again again and again until you either give in or ban me from your forum or service. I hope you understand my position.

Thank you !
Errr no one's going to ban you if you have an issue with something :)
Posted March 26, 2015
high rated
avatar
procyoniv: Can't complain about support simply because it's there and you do get a response. My main issue with it is the "telephone automated response" format. Like "First, is your computer on?". Well... not that bad but you get my drift. I've been building my own computer (And have done it for friends) for at least fifteen years and I'm a C++, OOP's, VC++, Assembly, and more type person. At least, if a member tells he/she you tried everything you said we should in your technical bulletin and it still does not work, you should believe us. Refund is not the issue. If I buy one of your games it's because I want to play it not get a refund. In truth, the game specific forums have been in many cases more helpful.
I'm still a GOG fan but, as you said, there is always room for improvement.
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.
This is, of course, in no way personal, and is not a question of trust - it's a question of potential human error/oversight on the customer'ss part, and double-checking on our part. :) We do know some people take this personally - sometimes even as a direct insult - but we do our best to be impersonal when suggesting the "typical" troubleshooting steps, with hopes that this helps avoid such situations.

At the end of the day, you would be surprised at how many times we got a ticket starting with "I've tried everything", and the solution was something as trivial as "Run as Admin" or updating one's drivers. :) With that kind of experience, it's always a good idea to check if steps A, B and C were in fact part of "everything". :)

That's our side of that coin, anyway!
Posted March 26, 2015
avatar
ericmachado70: Dear GOG,
I have a hang nail, how will you fix that?
Best to leave it alone. Every time I tinker with these, I regret it. :(
Posted March 26, 2015
avatar
Gede: It is great that you clarify some of your refund policy on this post. May I suggest that you update your "30 day money back guarantee FAQ" with this information? As far as I was aware of, the 30 days began on purchase day, not on download day.

I also request for clarification on the following: when you say "we only consider your purchase final if you've already started to actually download your game", I believe you mean the actual game, not the "included free goodies".

Since this "bonus content" runs the risk of "disappearing" from your website, I would like to back it up, "just in case"... Would that trigger the 30 days counter for the games I haven't tried yet? Since GOG seems to treat the game and the bonus content as separate entities for the purpose of "package corrections", I also expect you to do so in the case of "game downloading".

Thank you.
As for the FAQ, I'm not sure if I understand what you mean - is it suggested somewhere that it's 30 days after downloading?

The 30-day counter starts at the moment of purchasing. After that, the sale becomes final and cannot be refunded - one exception being if you, for instance, report a game-breaking issue on day 25, and we take more than 5 days to try some fixes, after which we gave up, the Money Back Guarantee refund is still possible. Simply put - it's not your fault if the troubleshooting process takes a lot of time. ;)

However if, during those 30 days, you start a download for the game or its bonus content (it's never a good idea to compare digital to retail, but think of it as unboxing the game), then the sale is considered final, and you won't be able to request a refund "just like that", unless you've got a genuine game-breaking issue that we can't help you with.
Posted March 26, 2015
high rated
avatar
moonshineshadow: So if downloading bonus content makes the sale final it means the bonus content belongs to the things we paid for. Why the heck are you then pulling bonus content from games even for everyone who bought the game before. Shouldn't it then stay in the bibliothek like the games one bought before they got pulled out of the catalogue?
And since you yourself did the comparison. If I buy a boxed game no one can take away the goodies from me afterwards.
I talked to our Product folk about this, and these unfortunate cases were extremely rare. I can't go too much into detail as to why we had to remove some bonus content (it's a mixture of licensing and technical limitations), but what I can say is that it will not happen again. After these cases, we have improved our system so that no bonus content is removed for those that purchased said game before that removal tool place.
Lichdom is a good example - we had to pull the soundtrack, but anyone who purchased it at the time, keeps it. To my knowledge, that's how it will work from now on.
Posted March 26, 2015
avatar
Firek: I talked to our Product folk about this, and these unfortunate cases were extremely rare. I can't go too much into detail as to why we had to remove some bonus content (it's a mixture of licensing and technical limitations), but what I can say is that it will not happen again. After these cases, we have improved our system so that no bonus content is removed for those that purchased said game before that removal tool place.
Lichdom is a good example - we had to pull the soundtrack, but anyone who purchased it at the time, keeps it. To my knowledge, that's how it will work from now on.
avatar
omega64: Like the very recent case with Lego Harry Potter. :l
Sadly, this was before we managed to implement the fix.
Posted March 26, 2015
avatar
huN73R: Do you have plans for selling GOG store credit codes? When can we expect them to be up for sale?
It is kind of out of topic but I submitted a support request in December (do not remember the contents now though) got this ID from searching my mails. 1OKIWBVF
I will reply to that ticket momentarily, but it will basically be the same as what I will reply here. As for the ticket itself, I don't know why it wasn't responded to (granted, it is a very unusual request, but still...) but I'll investigate this internally.

I'm afraid that we have no immediate plans for making store credit codes purchasable, but this might change in the long-term. No promises, though!
Posted March 26, 2015
avatar
huN73R: D̶o̶ ̶y̶o̶u̶ ̶h̶a̶v̶e̶ ̶p̶l̶a̶n̶s̶ ̶f̶o̶r̶ ̶s̶e̶l̶l̶i̶n̶g̶ ̶G̶O̶G̶ ̶s̶t̶o̶r̶e̶ ̶c̶r̶e̶d̶i̶t̶ ̶c̶o̶d̶e̶s̶?̶ ̶W̶h̶e̶n̶ ̶c̶a̶n̶ ̶w̶e̶ ̶e̶x̶p̶e̶c̶t̶ ̶t̶h̶e̶m̶ ̶t̶o̶ ̶b̶e̶ ̶u̶p̶ ̶f̶o̶r̶ ̶s̶a̶l̶e̶?̶ I̶t̶ ̶i̶s̶ ̶k̶i̶n̶d̶ ̶o̶f̶ ̶o̶u̶t̶ ̶o̶f̶ ̶t̶o̶p̶i̶c̶ ̶b̶u̶t̶ ̶I̶ ̶s̶u̶b̶m̶i̶t̶t̶e̶d̶ ̶a̶ ̶s̶u̶p̶p̶o̶r̶t̶ ̶r̶e̶q̶u̶e̶s̶t̶ ̶i̶n̶ ̶D̶e̶c̶e̶m̶b̶e̶r̶ ̶(̶d̶o̶ ̶n̶o̶t̶ ̶r̶e̶m̶e̶m̶b̶e̶r̶ ̶t̶h̶e̶ ̶c̶o̶n̶t̶e̶n̶t̶s̶ ̶n̶o̶w̶ ̶t̶h̶o̶u̶g̶h̶)̶ ̶g̶o̶t̶ ̶t̶h̶i̶s̶ ̶I̶D̶ ̶f̶r̶o̶m̶ ̶s̶e̶a̶r̶c̶h̶i̶n̶g̶ ̶m̶y̶ ̶m̶a̶i̶l̶s̶.̶ ̶1̶O̶K̶I̶W̶B̶V̶F̶
avatar
genkicolleen: How did you do a strike-through on your text? O_o
Probably some arcane magicks and heresy. Best not to know.

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

Edit: Ninjer'd
Post edited March 26, 2015 by Firek
Pages:
1
2
This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(20 posts) (20 posts) 
(20 posts)