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General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
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This is my favourite topic
Posted December 09, 2013
Game doesn't work for you? Tell us to fix it! If we can't we'll give you your money back!

So, you bought a game on GOG.com and you've run into some trouble launching and playing it on your system, despite the fact it meets the specs we've put on the game's catalog page? This happens rarely, as our test lab does its best to assure your experience with our titles is as smooth as possible. But it does happen. And when it does, we want to give you the best support you'll ever get from an on-line store. Just navigate to our Support section--it's quite possible that the solution to your problem is already posted there. If not, just fill in a ticket describing your troubles and our top men will do their best to fix it all for you, so you can enjoy your purchase.

orldwide Money Back Guarantee YouTube announcement

But what if they cannot find a solution? If such a rare event should occur, we'll give you your money back. Simple as that. If you buy a game on GOG.com and find that it doesn't work properly on your system, and our support cannot fix the problem, you get a full refund. It's a worldwide guarantee, and you have whole 30 days after the purchase date, to contact us about the refund.

There's even more! If you bought a game by mistake, or simply changed your mind about a purchase, you can get a full refund within 14 days, as long as the game wasn't downloaded. If in any doubt about our refund policies, please consult our FAQ.

We hope our Worldwide Money Back Guarantee will make you feel secure while you expand your DRM-free catalog on GOG.com. Having that said, we're confident that our titles won't give you any trouble in 99.9% cases!

NOTICE:
Even though this policy is introduced today, its effect goes back 30 days. If you bought a game within the last 30 days and have any of the trouble described here, contact us! We have you covered.
Post edited December 11, 2013 by G-Doc
Posted December 09, 2013
Cool!
I assume you mean that you have 30 days to open a support call about a fault and if it can't be resolved you can be refunded - i.e. you're not going to quibble that the refund request is more than 30 days if the fault was reported within it and we've been going back and forth trying to get it working?

PS Messiah is working great now - even better than my own hacking to get it working with the 3dFX exe and nGlide, I still had some sound issues when I did it myself but the new GOG version is working perfectly! \o/
Post edited December 09, 2013 by Fever_Discordia
Posted December 09, 2013
Looks cool, thank You Good Old Games!
Posted December 09, 2013
bad news for developers of short games >:)
Posted December 09, 2013
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cyboff: bad news for developers of short games >:)
Not really. Long or short, the game's yours after the initial download, so you could potentially cheat a refund and keep playing it for as long as you want.
Posted December 09, 2013
That's very cool, but I wonder if it can't be easily exploited? How can you actually check if the game works on a customers machine or not?

On the other hand, I guess for most people it's easier just pirating the GOG.com-versions of games directly, instead of buying a game, downloading it, dealing with the support, and getting a refund.
Posted December 09, 2013
Damn, I've got like 10 games but it's way over 30 days
Posted December 09, 2013
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Fever_Discordia: Cool!
I assume you mean that you have 30 days to open a support call about a fault and if it can't be resolved you can be refunded - i.e. you're not going to quibble that the refund request is more than 30 days if the fault was reported within it and we've been going back and forth trying to get it working?

PS Messiah is working great now - even better than my own hacking to get it working with the 3dFX exe and nGlide, I still had some sound issues when I did it myself but the new GOG version is working perfectly! \o/
You are correct. Tell us about the problem in 30 days--if we take 5 or 10 days and can't solve it, that's not your problem, it's ours.
Posted December 09, 2013
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P1na: Not really. Long or short, the game's yours after the initial download, so you could potentially cheat a refund and keep playing it for as long as you want.
Only for GOG though. If for example Steam did something like this, it would be much harder to cheat. But people could still do it for short games, pretending they don't work.

As a matter of fact, if this method becomes popular among other DRM-using services, I bet their window of refund availability would become a whole lot smaller (Google Play Store has a 15 minutes window... okay, maybe not THAT small, I hope). GOG can do it for 30 days because like you said, time doesn't matter since people can keep the installer anyway.

In other words, if this method spreads to other services too, it might be troubling for devs of short games, unless the refund window were no more than 24 hours, or something like that.

Mind, most short games today are made with multiplayer in mind, so it's not like people would want them taken away.
Post edited December 09, 2013 by Malek86
Posted December 09, 2013
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cyboff: bad news for developers of short games >:)
I'm guessing that there won't be many problems, but GOG will identify those abusing the system and stop selling to them. I did a couple of stints working in high street games stores when I was in college, back when customers were allowed to return games with 10 days under a satisfaction or your money back guarantee. I have to say there were very few returns, except for Final Fantasy games, and the manager said in several years he only ever banned one person from the store for abusing the returns policy, and one other was banned from using the return policy but not the store. Not bad considering the volumes of units the store sold. Who'd of thought that if you treat customers with respect 99% of them will be honest...
Post edited December 09, 2013 by IanM
Posted December 09, 2013
Nice feature.
Useless (because most would try everything to get it running) but nice.
Posted December 09, 2013
high rated
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Fesin: That's very cool, but I wonder if it can't be easily exploited? How can you actually check if the game works on a customers machine or not?

On the other hand, I guess for most people it's easier just pirating the GOG.com-versions of games directly, instead of buying a game, downloading it, dealing with the support, and getting a refund.
We can't. But as we mention in the FAQ: we *are* tracking how many times a user asks for a refund. if it seems likely that you're trying to abuse the system--based on our knowledge of the games that you've asked for money back on, how many games you own, your system specs that you've provided us, and a witch's brew of other metrics, we'll respond...unpleasantly.
Posted December 09, 2013
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Fesin: That's very cool, but I wonder if it can't be easily exploited? How can you actually check if the game works on a customers machine or not?

On the other hand, I guess for most people it's easier just pirating the GOG.com-versions of games directly, instead of buying a game, downloading it, dealing with the support, and getting a refund.
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TheEnigmaticT: We can't. But as we mention in the FAQ: we *are* tracking how many times a user asks for a refund. if it seems likely that you're trying to abuse the system--based on our knowledge of the games that you've asked for money back on, how many games you own, your system specs that you've provided us, and a witch's brew of other metrics, we'll respond...unpleasantly.
Its good your tracking the no. of refunds for a given customer. I think i read somewhere Steam itself has a one off refund rule (for whatever reasons.....not sure of details)...Hopefully people using GOG arent the type to abuse the system, but one never knows i guess. Nice customer service thing :)
Posted December 09, 2013
Well this is actually legitimately great news. No ... THIS IS GREAT NEWS!
However, how are you going to deal with gifts? I mean I would assume the 14-day moneyback wouldn't affect those otherwise there would be room for potential scamming/abuse.
Posted December 09, 2013
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ZPavelZ: Well this is actually legitimately great news. No ... THIS IS GREAT NEWS!
However, how are you going to deal with gifts? I mean I would assume the 14-day moneyback wouldn't affect those otherwise there would be room for potential scamming/abuse.
The FAQ talks about it, but basically whoever buys the game gets the money back when a refund is issued; the service complaint needs to originate from the account that actually owns the game, though.
Post edited December 09, 2013 by TheEnigmaticT
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This is my favourite topic
Community
General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
(231 posts)