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>(353 posts) (353 posts) 
(353 posts) 
Pages:
1
5
10
15
18
19
20
21
22
24
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 April 01, 2015
Come on GOG, give us some info on this, we've been waiting for quite some time since this issue was raised, and as it relates to DRM (albeit inert, but potentially able to affect active SecuROM DRM on a user's system) I'd expect it to be pretty high up on the list of things to fix.

http://www.gog.com/forum/general/fear_installed_securom_all_over_my_computer_does_anyone_know_how_to_get_rid_of_it/post196
Posted April 01, 2015
What is the point of limiting gifts? I read is to curb abuse, what kind of abuse is possible?
Posted April 01, 2015
avatar
rawmilk905: I have gone back and forth in my reaction to GOG. Primarily this has been in response to GOG going back and forth in policy. I was an enthusiastic supporter and loved gifting and doing giveaways and making the occasional helpful forum post for the sake of doing something nice for strangers and supporting GOG, then a few things happened, some changes gave me pause. I felt betrayed when regional pricing was adopted, when for as long as I had been coming here, "One World, Fair Price" was proudly displayed on the frontpage. Before we reopen the debate on how regional pricing isn't "that bad" as Licurg put it, let me clarify that regional pricing itself was never really what I took issue with, though I tend to agree with GOG's original stance against it. What I took issue with was that GOG had let publishers negotiate away one of its three pillars. I briefly went from feeling betrayed to being elated at the "Back to Our Roots" anouncement and the restoration of "One World, Fair Price" to the frontpage. This was short-lived however, as the reversal of the decision was promptly reversed. The only way to build trust is through continuity.

At this point, I had resolved to stop with the gifting and giveaways, and stop with the "buying to try" of games I wasn't sure I wanted. I was nonetheless further dissappointed and bewildered by policy changes that would restrict gift purchases, presumably to curb abuses, but to me it seems like punishment of some of the most loyal and enthusiastic customers. I am still unclear on these limits. Is it five per day? Five per day of a particular title? Moot point anyhow with my gifting days over.

I was equally repelled by the addition of movies to the site, as I consider such things to be little more than brainwashing/advertising and I would never pay for such a thing. I'd be more inclined to send filmmakers an invoice for providing the service of watching their propaganda. I do recognize that, ulike the other points, this is largely just a matter of personal taste. Movies, to me, just don't belong on a gaming site.

Unbundling was a disappointment as well. I really loved having one easy installer for bundles. I have purchased games here that I already had on disc because having one easy installer to run was well worth the price. This seems it will be somewhat less the case in the future due to unbundling. With mod installation time factored in (mods are a must for me, if they exist for a game) the fewer game installers I have to run, the better.

To give credit where credit is due, ALL of my experiences with support on the site have been excellent in the extreme. I would like to extend a special thanks to Natalia, JuriJ, and Judas Iscariot.

There are clearly some very good people at GOG. It would appear though that there is also the typical impulse toward "growth" and all the compromise of principles, pandering to publishers, and corruption that entails.
I had been coming to GOG almost every day until "Welcome to the fresher, better GOG.com!" in August, 2014. After that, it was every week or two because it was depressing. Well, I'm back to almost every day because most (not all) of my concerns were addressed.

I've tried to understand regional pricing because I know that's a hot button for many of us. I just don't. I have heard some arguments both pro and con, and I just don't know enough to comment.

With movies, I was dead set against them. How dare GOG mix movies in with our games on the front page. It was during an insomnia sale that a movie came up. I thought it would never sell, but it did and fairly rapidly. It started thinking about what I just saw, and I realized that I want GOG to be successful. If selling movies is what it takes, then so be it.

I want GOG to prosper because it is DRM-free. A good part of my thinking was influenced by skeletonbow in his eloquent post here.

I don't like the Great Unbundling, but for a different reason. I had about 285 games before, and 360 after. I have all 285 games on my home server, and 360 games in my library. Before, it was one to one. I don't like that disconnect. That, compounded with the fact that the notification system for updates is broken, and I'm not quite a happy camper. But, be that as it may, I'm still glad that GOG exists and I want it to thrive. GOG listens to our feedback (eventually) and the community that grew up around it is second to none.
Posted April 01, 2015
Hi there GOG Team, I want to know which credit/debit cards from México you are accepting as a valid payment, I know bancoppel and banamex both visa are accepted, but i have a banco azteca too, which is visa too... long story shorts, I been losing some promos here because sometimes i just have available that card t.t

I know that bank isnt a really big one, but the card its a visa... the bank says its up to you; here in the checkout says its the bank... so, the only thing I want its keep supporting you GOG Team using every card I own available at the moment

Hope you can answer me, keep being awesome
Post edited April 01, 2015 by ZeroZombieKiller
Posted April 01, 2015
I found the support to be terribly slow. Took a few days before I even got a response. Could have responded sooner saying "we are looking into it" or something.
Posted April 01, 2015
avatar
Klumpen0815: Dark Dungeons (with the same guys) is a 1-to-1 movie adaptation of a propaganda paper by a fanatic religious nut-job against RPGs and I think it's hilarious. :D
It's not really an 1:1 adaption. The original comic tract by Jack T. Chick consisted of only 25 panels. Would have made a very short movie.

http://www.chick.com/reading/tracts/0046/0046_01.ASP
Posted April 01, 2015
avatar
Klumpen0815: Dark Dungeons (with the same guys) is a 1-to-1 movie adaptation of a propaganda paper by a fanatic religious nut-job against RPGs and I think it's hilarious. :D
avatar
PaterAlf: It's not really an 1:1 adaption. The original comic tract by Jack T. Chick consisted of only 25 panels. Would have made a very short movie.

http://www.chick.com/reading/tracts/0046/0046_01.ASP
Yeah well they had to add a bit, but apart from the teacher instead of the father it's the same, thanks for the link.
Posted April 01, 2015
avatar
Deltafunction: Am I a black swan? :) LOL
avatar
etb: No, you are not. In fact I started a new policy. I buy a game only if I am sure I am going to play it soon. It does not matter if there is an offer or anything, if the time comes when the game is pricey... too bad.

Even so, I am saving money :S
I should have that policy too. I'm with you guys in having over 200 games, and only playing about 10% of them.

Though sometimes I am buying one game that I'm going to play right away, and get another 3 or 4 games "free", because it's cheaper to buy a whole bundle. For example, I wanted Dust: The Elisian Trail, which was $14.99. But it came up as a special with 4 other games for about $12 (unclicking any of the other 4 raised the price). So I bought the bundle, loaded and played Dust, and have 4 games sitting on my shelf that I may not ever get to.
Post edited April 01, 2015 by barleyguy
Posted April 02, 2015
Good grief. It's like someone wrote a big handbook titled "what gamers want from a distributor, but begrudgingly know they'll never get."

And then GOG read it page by page and went "hmmm...no DRM...we can do that. Extras for free...we can do that...refunds? Pfffft. No one will ever do that. Oh wait, no, let's totally do that." And just kept going through the entire book.

The level of awesome here is frankly ridiculous.
Posted April 02, 2015
avatar
etb: What is the point of limiting gifts? I read is to curb abuse, what kind of abuse is possible?
Wanted or accidental circumvention of the geographical locking that publishers require and GOG has implemented, I guess.
Posted April 03, 2015
avatar
Trilarion: Wanted or accidental circumvention of the geographical locking that publishers require and GOG has implemented, I guess.
I'd call that "natural defense against nonsense." ;)
Posted April 06, 2015
Am i eligible for a refund if i purchase a game / or games for example on Tuesday and then those games will go on sale on Friday ?
Posted April 06, 2015
low rated
The number one thing about GOG that pisses me off is not having your own Payment option card you can purchase at pretty much any physical store location like the thousands of other crap companies that make no sense in having one.

Mean while GOG NEEDS one of these card options and DOESN'T! I mean really wtf!!??!

I can go to a CVS or any other grocery/pharmacy in all of USA and find an entire wall of these cards. Web sites that are mostly crap even have these cards!

GOG doesn't....this is seriously dropping the ball. Screw what your competitors are up to! GOG, GET THESE CARDS!!!! >_<

Paypal = sucks @$$!
Credit Cards = suck @$$!
PaySafe = No where to be found even though their website happily tells us 50 bazillion locations...that never existed!!!

GET THESE CARDS!!!!!! >_<














































.










































.































.














PS- Please? =D
Post edited April 06, 2015 by Shmacky-McNuts
Posted April 08, 2015
avatar
ne_zavarj: Am i eligible for a refund if i purchase a game / or games for example on Tuesday and then those games will go on sale on Friday ?
If you have not downloaded any of the game's content or bonus items, you're eligible for a refund for 30 days IIRC. If you have downloaded it, then you're eligible for support to get the game running and if you can't get it to work and GOG support can't help you find a solution, you can get a refund as well. You can't return a game just because it went on sale later for a cheaper price, but operating within the existing policies you can basically achieve the same result in one of these two ways.

For the case where you did not download anything yet, simply ask for a refund and indicate you haven't downloaded anything yet. For the case where you did download it, you'd have to more or less make up some dishonest story which is well... dishonest, I wouldn't recommend doing that.

We buy stuff all the time in the real world whether it is socks, orange juice or whatever, and items randomly go on sale all the time too. We can not anticipate every single item going on sale and we aren't refunded the difference in price every time something goes on sale that we just bought not on sale. While it may upset someone to find out something they've bought recently at a higher price is now available at a lower price - that's life and shit happens(TM).
Posted April 09, 2015
avatar
ne_zavarj: Am i eligible for a refund if i purchase a game / or games for example on Tuesday and then those games will go on sale on Friday ?
Probably not. First because nothing such exists in the general terms. Second because they restrict the sales to a certain time window but having this feature would effectively extend the sale period incredibly long.

If however you have not downloaded the game and live in EU than the 14 days return right should hold (not sure though). So a possibility could be to not download for 14 days and check if the price drops during this time. However to be sure, ask GOG if this right really exists as such with them.

The simplest way however is to always only buy during sales. I do so since two/three years and mostly get the cheapest price without much effort.

Basically what is needed is a pricealert for GOG.com, similar to steampricealert or camelcamelcamel. Then you look into the history, take the lowest price in the last six months, wait until the price is at this price or a certain fraction below, get an alert and buy (most probably within the next six month). Buying at low prices would never be easier.
Pages:
1
5
10
15
18
19
20
21
22
24
This is my favourite topic
Community
General discussionState of <b>Customer Experience </b>(353 posts) (353 posts) 
(353 posts)