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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
With all the rightful praise on support, don't forget the awesome help people get in the subforums ;-)
Posted March 26, 2015
I have to say my experience has been great, only one issue (technical) - we never did get it to work. No questions asked and I had $9.99 back in my pocket.

Thanks GOG.
Posted March 26, 2015
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IronArcturus: I still wish GOG Support could have fixed the Prince of Persia 2008 soundtrack issue. Here is the original post. It's been about 2 years, but unfortunately it never got resolved. It's a shame too, because the soundtrack was the main reason why I bought PoP 2008.
You contacted Support about this? EDIT: Okay, yes, I suggest trying to contact them again.

http://www.gog.com/forum/prince_of_persia_series/prince_of_persia_2008_soundtrack_has_multiple_skips_popping_noises_and_other_problems/post21

Hmmm, looks like there's nothing GOG can do about it. :-/ Sorry.
Post edited March 26, 2015 by tfishell
Posted March 26, 2015
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.
Posted March 26, 2015
high rated
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IronArcturus: I still wish GOG Support could have fixed the Prince of Persia 2008 soundtrack issue. Here is the original post. It's been about 2 years, but unfortunately it never got resolved. It's a shame too, because the soundtrack was the main reason why I bought PoP 2008.
This !

Forums are full of problems like this that never got addressed. That's why I find it funny and sad at the same time, this shameless brag about their customer support.
Posted March 26, 2015
Your customer service is indeed excellent.

However, I wouldn't call it a hot button issue. That honourable label goes to the black hole that we all know as the GOG forum which in spite of initial goodwill (see the link) still hasn't seen any changes and we still haven't received any proper feedback/response whatsoever (as demonstrated by the very last post - written a year ago):
http://www.gog.com/forum/general/lets_discuss_your_experiences_with_the_forum/page1/?staff=yes

Let me stress that it's nothing personal. I'm absolutely convinced this particular thievin' blue bastard has more than enough on his plate. Please, keep the discussion civilized.
Post edited March 26, 2015 by Lemon_Curry
Posted March 26, 2015
I'm confused, isn't this already known.

MY only isue with technical support is that it seems very slow. I've waited months before I'd get replies.
Post edited March 26, 2015 by Magmarock
Posted March 26, 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?
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Firek: 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.
That's really good to hear. Unbundling is a great idea, but it feels like it happened out of order somehow. It rolled out before the game library could really support it by properly grouping titles and series, meaningfully filtering the now much bigger lists of games, and so forth.

Getting someone up to that thread to make some acknowledging comments and hopefully give some idea of what the team might do about the concerns would go a really long way. I'm sure I don't have to tell you that when your customers are gamers, public engagement is just as important as private engagement when it comes to the customer relationship. :)

Your team and this community are fantastic. More than once I've looked at your job postings thinking about what it would be like to move to Warsaw, if you had a position open up for my discipline- that's how impressed I've been by your team and your company and everything you have accomplished. Keep breaking the rules!
Posted March 26, 2015
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Firek: 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.
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silalus: That's really good to hear. Unbundling is a great idea, but it feels like it happened out of order somehow. It rolled out before the game library could really support it by properly grouping titles and series, meaningfully filtering the now much bigger lists of games, and so forth.
Will there be an option to "re-bundle" some of the games?
Posted March 26, 2015
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Hicham: 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.
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thuey: And that's GOG's fault?

I'm no GOG apologist, but you're not really making yourself look good here.
I'm in agreement: sales are sales.

I've encountered one sale, though, with Hi-Rez Studios and SMITE, that was a completely different story. During Black Friday they ran a promotion for two days for substantial bonus gems when buying gem packs. I decided to not get the gems then, a day after the sale when the bonus was gone, decided to just get some gems anyway. The very next day the Black Friday sale went on again...and for weeks.

I contacted Hi-Rez to see if they could add the bonus gems to my account in good faith. Why? Because the Black Friday sale was not a one-time sale and it was not concurrent. It was a sale that ran for a few days, then was off for one, then ran for weeks. There was no way to say that it was a special sale or anything like that, the sort of thing where you either catch a lucky break or you miss it.

I was told that I simply missed the sale and that was all there was to it.

In a situation like that, yes, it's totally within reason to say that there's an issue, as it was advertised to be something that it was not. In a situation like buying a game full price a day before a sale...well, that's just a shitty break and it happens.

But games are worth paying for and we shouldn't get irritated by paying full price for them. Episodic games and other ostensibly unfinished titles, sure, don't pay full price for what is ultimately a marketing/production tactic to stretch out development goals or arguably fleece people for money (some isn't, but that's what most DLC is). But finished games and collections, they deserve a reasonable price. Not some Post-Modern games-are-a-mere-commodity price, but something actually sensible.
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qwixter: How is this for praise, GOG is definitely better than Steam support. :)
You cannot compare Stephen Hawking to a decomposing lemon and say that Hawking is smarter: it's not even fair. XD
Post edited March 26, 2015 by TheBitterness
Posted March 26, 2015
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dc6jgk: 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.
Keep in mind that GOG ignoring local age restrictions and stuff never has been among the "promised" features. And last time I checked we still didn't know for sure that removing Commandos for German users was a conscious sacrifice GOG made in favour of a German catalogue. I still think that "going German" may just have accidentally lead to the revelation that GOG has been unknowingly breaking German law or lead to pressure from another party.

And especially as someone who has been a German gamer for twenty years (and practically done some activism concerning this issue) I have to say that GOG is the last party I hold responsible for any of this. It's still the moronic German laws which are the cause of these problems and it's German officials who should receive shit for this. And the fact that there are still other games in the GOG catalogue available to German users which should be just as affected as Commandos suggests that GOG had no choice in case of these particular games. If anything GOGers should be just grateful that all the other games are still available to German users (presuming that they are in fact still freely available here).

Anyway, the shitstorm concerning Commandos is really just a perfect example of misplaced anger.
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silalus: thinking about what it would be like to move to Warsaw
It's awesome. Recently a major bridge burned down here. And a while ago a building almost collapsed due to the extension of the subway system. And sometimes they even flood the subway stations just for lulz. Our government hosts many fun events like this in the city. Living here is really quite spectacular.
Post edited March 26, 2015 by F4LL0UT
Posted March 26, 2015
I think the GoG.com staff has been doing an amazing job so far!

However, i think you guys should really focus on getting the Community Wishlist, out of its "Beta" phase, there should be more focus on removing and merging duplicate wishes, as well as adding new and very needed "quality of life" features such as :
http://www.gog.com/forum/general/request_for_community_wishlist_features_to_be_added

Other than that, i also think you guys should put more weight into trying to release full versions of games(all DLC icluded), in stead of going the same route as all other sale platforms are going; offering 4+ versions of the same game(limited edition, deluxe, collectors, etc, etc). It gives the consumer a bad taste, as well as makes GoG.com look bad... The exact same thing can be said about pre-orders exclusives....
Post edited March 26, 2015 by Yeiiow
Posted March 26, 2015
Dear GOG,
I have a hang nail, how will you fix that? I don't know, you guys are doing a good job and only getting better. The only problem I had with a game and once I reported it0 you guys fixed it (refund). But to add to the insanity of massive complaints/suggestions, I would like to add, the refund button "more" noticeable. Also bring back Fallout and old Playstation games.
Posted March 26, 2015
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ericmachado70: Dear GOG,
I have a hang nail, how will you fix that?
Do what I do.

First spend the better part of a day just flicking that little bastard back and forth.

Second, give it a little tug.

Third, give it another little tug.

Finally, give it a really big tug and watch that little fucker pull a strip of skin clean from your nail to your eyebrows.
Posted March 26, 2015
No complaints, you guys rule!
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This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)