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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 27, 2015
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obiwan.873: ...
Was it purchased before the refund policy was implemented, in Dec. 2013? I assume not but that's something to keep in mind.
Post edited March 27, 2015 by tfishell
Posted March 27, 2015
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obiwan.873: ...
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tfishell: Was it purchased before the refund policy was implemented, in Dec. 2013? I assume not but that's something to keep in mind.
It was .... i cannot stress enough how much i love GOG and what it stands for. I would not be audacious enough to even THINK about bringing this up if i did not have my facts straight.

I just don't like when bold statements like this are made and i have personal experience to the contrary.
Posted March 27, 2015
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Firek: 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?
It seems that *I* am the one who needs to make some clarification now. :-)

The problem is as others have put it: you can't always expect us to play every game we purchase within 30 days of purchase; especially when you do a major sale (and you know this, as you have access to this data). Your FAQ mentions your "30 day money back guarantee", but says nothing after that period has passed. For this reason I was under the impression that we would be responsible for ourselves after that.

From the original post and your reply, I now understand that that is not true, and that GOG's tech support is still on call to help us after this period (and not for just 30 days after download as I misread). That is important! (And courageous of you, I must add.) Why can't I find this stated on the website FAQ? "We care for our customers long after we have your money, and will make an honest effort in ensuring you will have the fun you deserve with the game you have acquired from us."

What can I find on the website? In the GOG User Agreement:

6.8 Final sale: a sale is considered final either 30 days after purchase or when you try to download the GOG content or any additional/bonus content. Once either of those happens, you no longer will have any return, exchange or refund options unless you have technical issues covered by paragraph (c) above.

That seems to imply that, after the 30 days, if I find out that we can't get the game to work, I can get my money back in some way. However, the referenced paragraph says:

c) Money back guarantee: if you buy any GOG content and have significant technical issues with it (e.g. there is a major show stopper bug in a game that prevents you from finishing it), we will give you a full refund if all the following requirements are met:
(...)
(ii) You need to contact GOG Customer Support to request the refund within 30 days of the original purchase (...)

I think there is a problem with this back reference, as the 30 days may have already passed when we try to activate this clause of the agreement, making it useless for this situation is explicitly considers.

Thank you for taking an interest in this.
Posted March 27, 2015
Could you do something about the down rep? Some idiot it´s down rep me from about one week ago without reason. At least we should be able to know who are the people that does this just to mess around.
Posted March 27, 2015
We seriously need game update filters. There are frequently appearing threads in the game-specific forums, "what was changed" and stuff, and the answer is often "Linux version added". I mean, there's the master update thread, but forum newbies usually don't know about it (it's not even a sticky). And some might be redownloading games every time there's an update because the library pages aren't exactly clear on what was changed, either.

I wonder if it'll require major tinkering with the notification system though... on the other hand, it probably could use some tinkering either way, with the flags getting stuck and everything. Knowing what/when/why got updated = less confusion = less work for the support.
Post edited March 27, 2015 by YnK
Posted March 27, 2015
I just want to thank you for being dedicated to the idea of putting the customer i.e. gamer first.

You still manage to get better, even after all this time, and that is a compliment in itself.

Still my undisputed No.1 game store of choice!
Posted March 27, 2015
The only complain I think with gog is that I cannot remove that number near the ACCOUNT with ease...

Heck, once I downloaded a game (clearly marked as not supported on Linux) and I asked the support. They gave me another game in exchange! Of course they had the right (and I kinda expected) to simply say: "sorry, we cannot help you."

The other complain go the OTHER COMPANIES: "Why you do not sell your game via GOG (or DRM-free self publishing)? How do you expect me to give you money?!? Are you kidding me?"
Posted March 27, 2015
cool
Posted March 27, 2015
avatar
GOG.com: 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!
I've never asked for a refund once from GOG and I doubt if I ever will. GOG is leaving itself/yourselves very vulnerable to scamming with this system.
Posted March 27, 2015
GOG support rocks. Hard. I've had a few situations now where a support department could have just said, "Oh well, deal with it," or "Well you should have thought of that before..." but not GOG. They help and fairly quickly too. Sure there are a few games I've downloaded that I wish I hadn't, but that's because of the game, not the GOG (ahem *Steam* ahem).

For those of you complaining about the 'ticking clock' for refunds, your arguments are weak. There's really no excuse to NOT download and install your purchase right away, play a minute or two to see if it works, THEN uninstall or leave it dormant while you finish other stuff. As someone who has numerous gaming systems (current gen consoles, previous gen, previous to previous, PCs, mobile devices, etc.) with literally hundreds of games I haven't had the time to consider yet (mostly console), I still make the time to see if my computer purchases work immediately after purchase. It's a good habit to get into.
Posted March 27, 2015
The refund portion of the OP highlights the way in which GOG is different from Steam. GOG offers a 30-day Money Back Guarantee which they don't have to offer. Steam is told by a European court that people have the right to refunds within 14 days, and they still don't offer refunds in Europe or anywhere else. It's quite a contrast.
Posted March 27, 2015
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dquadros: Good to know I'm not alone. Actually it was just 250+ games before the unblundling.
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LynetteC: I was around 330 before the big un-bundle, now I'm at 389! Not a bad haul since Valentines Day 2014! :-)
Wow! Since Dec. 2013, I had around 285 before, and exactly 360 after the Great Unbundling. You definitely beat me. :)

I keep adding to my collection whenever there's a sale. Do we have a problem? :) LOL
Post edited March 27, 2015 by Deltafunction
Posted March 27, 2015
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RoloTony: The refund portion of the OP highlights the way in which GOG is different from Steam. GOG offers a 30-day Money Back Guarantee which they don't have to offer. Steam is told by a European court that people have the right to refunds within 14 days, and they still don't offer refunds in Europe or anywhere else. It's quite a contrast.
Steam is changing the way they handle refunds with Australians. Our consumer watchdog is now going to drag them through court, a battle Steam will lose if they intend to fight. In fact only a couple of months ago Steam "detached" a serial number from one of my accounts for me so I could attach it to another - though they did it as a "gift" package.
Posted March 27, 2015
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genkicolleen: 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. >_<
I completely agree and am not the only one (although I know of people voting me up) losing about a dozen rep every week (this week it was between 15 and 20 and it isn't even over yet) because someone targeted me again and votes down every post from me that he can find, including really old ones which should not be votable after a certain amount of time anyway.

Either completely change the rep-system or get rid of it and only show the number of posts under the avatar instead as it was in every board I know of years ago.
On my other board, there is a "like"-button where everybody is shown who clicked it and then there is only the "report"-button and this is creating a much less hostile athmosphere.

Changes could be:
- at least 50 rep to be able to vote
- making posts unvotable after a week or two
- small maximum number of votes per day
and most important:
- write the names of the voters in the post in some small spoiler on the top right for example
- remove downrepping completely and replace it by "post is breaking the board's rules"-notification to mods

Stuff like this killed my motivation to continue making big giveaways here like I did in the past and made me focus on a small amount of users.

PS:
http://www.gog.com/wishlist/site/monitor_excessive_downrepping_on_the_forums
http://www.gog.com/wishlist/games/show_who_downgrade_reputation
Post edited March 27, 2015 by Klumpen0815
Posted March 27, 2015
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LynetteC: I was around 330 before the big un-bundle, now I'm at 389! Not a bad haul since Valentines Day 2014! :-)
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Deltafunction: Wow! Since Dec. 2013, I had around 285 before, and exactly 360 after the Great Unbundling. You definitely beat me. :)

I keep adding to my collection whenever there's a sale. Do we have a problem? :) LOL
Not as big a problem as I have. So far, the unbundling has pushed my collection to 781 entries.
Pages:
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This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)