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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 26, 2015
We all non-whiners adore this website. We like the type of bysiness and approach to us by your side. So, a big thanks from me for all the good and old or newer one games I found and played and are waiting to be played in my liblary.
Posted March 26, 2015
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

Update: Got a mail from support, that was really fast. I'm happy to see my doubts resolved, even if it wasn't in my favor. Thank you Firek and GOG as well for listening to what customers say on the forums.
Post edited March 26, 2015 by huN73R
Posted March 26, 2015
I have only positive experience from the support team. If I remember correctly, I used the service once & my problem solved in 3-4 days (there was a weekend in between). As for the problem, it was just that I wanted to convert a game that I bought someday to a gift code and the support team handled it perfectly and with no questions asked.

I won't comment on the regional pricing / locking / disappearing extras as I don't think it's the place to do it - and anyway, what else can be said about the matter that hasn't been already said?

The forum interaction is generally good; most of the time is good to great for me (thanks to Barefoot Essentials) but there were times that I almost rage quitted because of delays (mostly during the first day of sales) or because our Korean friends decided to have fun. :/

And a +1 to TheBitterness (can't quote from the smartphone easily) who said : "GOG has done some questionable things but, overwhelmingly, they have my loyalty because their actions show that they really do care about video games, the people that make them and the people that play them."
Posted March 26, 2015
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d2t: ... If you don't like it here, take your business elsewhere.
I think you are overreacting here. It should be allowed to also criticize in such a thread, especially if done in a rather indirect, ironic way.

Using your argument I could equally well say that if you don't like to read anything negative or criticizing than just ignore it and read something else and do not comment on it.
Posted March 26, 2015
Well done GOG.
Posted March 26, 2015
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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
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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
How did you do a strike-through on your text? O_o
Posted March 26, 2015
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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
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genkicolleen: How did you do a strike-through on your text? O_o
How to format text as strikethrough?
Posted March 26, 2015
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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
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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
Posted March 26, 2015
Down-repping is becoming a problem again, and it offends me to see the posts of people who've never offended anybody down-repped just because some troll has decided to target him or her.

I'd love to see GOG silently implement a change that makes it so that hitting the minus button on posts will not count towards rep unless the down-repper has more than -- say -- 50 rep, themselves. (Did that make sense? I'm really tired... =_= )

EDIT: Actually, that works in reverse, too, since people have been known to create alt-accounts just to up-rep themselves. >_<
Post edited March 26, 2015 by genkicolleen
Posted March 26, 2015
I had a silly comment I wanted to make but I thought, "I really don't want to derail this thread." only to come in and find people are using it to discuss how to 'strikethrough'. :P
Posted March 26, 2015
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Martek: How to format text as strikethrough?
Interesting, thank you ^__^
Posted March 26, 2015
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Martek: How to format text as strikethrough?
This is exactly what I did. I think it was trenton who taught me how on insomnia tracker thread or some other sale tracker thread. (could be someone else too I cannot recollect right now) Will do a search on my posts later and update who it was. (not really important for others but for sake of accuracy)
Posted March 26, 2015
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tinyE: I had a silly comment I wanted to make but I thought, "I really don't want to derail this thread." only to come in and find people are using it to discuss how to 'strikethrough'. :P
*snicker* My fault ;)
Posted March 26, 2015
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tinyE: I had a silly comment I wanted to make but I thought, "I really don't want to derail this thread." only to come in and find people are using it to discuss how to 'strikethrough'. :P
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genkicolleen: *snicker* My fault ;)
Hey, I'm laughing my ass off; don't stop on my account. XD
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This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)