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General discussionGOG Employee stalls refund process, ignores messages(60 posts)(60 posts)
(60 posts)
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This is my favourite topic
Posted March 08, 2021
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Orkhepaj: people in general are full of crap, imho they are one of the worst people ever
There we go.
Posted March 08, 2021
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Orkhepaj: people in general are full of crap, imho they are one of the worst people ever
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Titanium: There we go.
you must be a journo to fake my comment :P
Posted March 09, 2021
I'm waiting for a reply since december on an opened issue.
To this day, still no answer, nothing, not even a token 'F**k you!"
Cases like OP are not the exception, but the rule it seems.
I really regret building my library on this platform, i trully do.
Posted March 09, 2021
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Cernodan: I'm waiting for a reply since december on an opened issue.
To this day, still no answer, nothing, not even a token 'F**k you!"
Cases like OP are not the exception, but the rule it seems.
I really regret building my library on this platform, i trully do.
Just take the loss and leave this cursed place.
Posted March 09, 2021
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Mori_Yuki: Have you never thought about implementing an automatic system to process refund-requests? I know you don't store any payment data which I think was the reason given why this isn't possible. The solution could be to refund to store credit. You would also have to implement a payout system so a customer can transfer the credited amount to their bank/paypal or credit card account if they so wish to.
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§pectre: The longer they keep the money the more interest they make and that goes for steams refund system too.
While that may be the case I have never experienced them stalling payout of store credit if asked to or refund to original payment method at Steam's. This can't be generalized of course and I haven't had to make use of it very often. I have no experience with GOG in that regard so can't comment either way based on past experience.

I don't suppose GOG does this on or for said purpose. Except the Covid situation which I think is just an excuse for delays, while the CP situation certainly contributes to it still, dramatically increasing their workload that is, there should be no reason to not at least credit to store where they can't determine what the original payment method was. Hence why I suggest adding as credit automatically to speed it up this way and allow customers to pay out afterwards. ;-)
Posted March 09, 2021
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TencentInvestor: No. You cannot ask people to be patient for half a year. I have taken my money elsewhere to people who deliver results instead of petty excuses. Shameful display, CDP pawns.
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Fender_178: If they are backed up on support tickets there is nothing you can do about it.
That not entirely true. The solution would be to hire more staff...
Posted March 09, 2021
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ah some twitter residents again out on -rate hate tour :P
Posted March 09, 2021
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Cernodan: I'm waiting for a reply since december on an opened issue.
To this day, still no answer, nothing, not even a token 'F**k you!"
I opened two support tickets in December, the first one on Dec 12 about a DLC vanishing from my library, the second one on Dec 16 about a less urgent matter, not related to the first one. My first ticket got finally solved two days ago (Mar 7), and the second one got solved yesterday, so looks like they're now beginning to make some headway into that gargantuan ticket pile.

Be sure to check that your ticket status remains Open on the support site. I think I saw some posts on the forum about some tickets autoclosing (my tickets didn't autoclose, I kept checking on them intermittently). As long as your ticket remains open, you'll receive a response eventually.
Posted March 09, 2021
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jkiiskinen: I opened two support tickets in December, the first one on Dec 12 about a DLC vanishing from my library, the second one on Dec 16 about a less urgent matter, not related to the first one. My first ticket got finally solved two days ago (Mar 7), and the second one got solved yesterday, so looks like they're now beginning to make some headway into that gargantuan ticket pile.
Those seem to be very early ones. In one post they stated that they received ten times the "normal" number of tickets by the middle of december, and then again ten times the number of that by the end of the CP2077 refund grace period around the christmas date.

I posted my theory about how much of the year it would take to go through all of them if nothing significant changes, a sort of "plan A" scenario, but they deleted the thread where that discussion went about and warned me not to post anything that goes against the admins, so not going into that again.
Posted March 10, 2021
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TencentInvestor: No. You cannot ask people to be patient for half a year. I have taken my money elsewhere to people who deliver results instead of petty excuses. Shameful display, CDP pawns.
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Fender_178: If they are backed up on support tickets there is nothing you can do about it.
That's just not true. I bought Cyberpunk from a different store and requested a refund and had it in 10 seconds. This has been a shameful display by Gog.

They either have cash flow problems or a severe lack of automation.

I'm a gog fanboy. I love what they've done for the industry and hobby. But their responses to refunds is wrong and likely illegal in many cases.

https://www.legislation.gov.uk/ukpga/2015/15/section/45/enacted

Gog needs to issue the refunds and get moving again. It should be possible to do them all in a single day. If not, then someone built the store incorrectly and should be fired.

I hear lots of folks defending gog because they are overwhelmed, but being overwhelmed is still not an excuse to hold people's money for months when a refund is agreed upon.
Posted March 10, 2021
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Tallima: They either have cash flow problems or a severe lack of automation.
Well, If I remember correctly when they announced their 30 days refund policy one of the things they mentioned was that the refunds had to be manually verified and approved to be able to detect peoples abusing of the system. So I wouldn't be surprised if it is mostly a manual process, which would be fine most of the time but bite them in the back for Cyberpunk..
Posted March 10, 2021
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Tallima: They either have cash flow problems or a severe lack of automation.
It's deliberately not automated to try and combat abuse. Steam's system is automated because with mostly DRM'd games they can ensure that people don't keep the game.
Posted March 10, 2021
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Tallima: I hear lots of folks defending gog because they are overwhelmed, but being overwhelmed is still not an excuse to hold people's money for months when a refund is agreed upon.
This. I'm honestly kinda flabbergasted that a blue post telling someone to "have patience" after three months is high rated. There's "be patient" and then there's "fuck you".
Posted March 10, 2021
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Tallima: I'm a gog fanboy. I love what they've done for the industry and hobby. But their responses to refunds is wrong and likely illegal in many cases.

https://www.legislation.gov.uk/ukpga/2015/15/section/45/enacted

Gog needs to issue the refunds and get moving again. It should be possible to do them all in a single day. If not, then someone built the store incorrectly and should be fired.
That section of UK law is for statutory refunds for digital content; it doesn't apply in this case. For a statutory refund under UK law, you must make a claim within a maximum of 14 days of purchase (the "cooling off period"). If you download the digital content before the end of the 14th day, you are deemed to have waived your right to a 14 day cooling off period, and you lose the statutory protection entitling you to a refund.

The GoG policy is (assuming UK law applies) a "Voluntary Refund" policy. This policy sits on top of the statutory protection. Simplistically, between the time of purchase and the EARLIER of 14 days or you downloading the software, the 2015 Consumer Rights Act applies - so a refund agreed under the Consumer Rights Act should be paid within 14 days. However, after 14 days, or after you download the software, these provisions no longer apply, so it's with the discretion of the supplier.

Other legal jurisdictions may have different consumer protection law. I've dealt with the UK as I'm familiar with its consumer law, and it's the law that you linked to.
Posted March 10, 2021
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Tallima: I'm a gog fanboy. I love what they've done for the industry and hobby. But their responses to refunds is wrong and likely illegal in many cases.

https://www.legislation.gov.uk/ukpga/2015/15/section/45/enacted

Gog needs to issue the refunds and get moving again. It should be possible to do them all in a single day. If not, then someone built the store incorrectly and should be fired.
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pds41: That section of UK law is for statutory refunds for digital content; it doesn't apply in this case. For a statutory refund under UK law, you must make a claim within a maximum of 14 days of purchase (the "cooling off period"). If you download the digital content before the end of the 14th day, you are deemed to have waived your right to a 14 day cooling off period, and you lose the statutory protection entitling you to a refund.

The GoG policy is (assuming UK law applies) a "Voluntary Refund" policy. This policy sits on top of the statutory protection. Simplistically, between the time of purchase and the EARLIER of 14 days or you downloading the software, the 2015 Consumer Rights Act applies - so a refund agreed under the Consumer Rights Act should be paid within 14 days. However, after 14 days, or after you download the software, these provisions no longer apply, so it's with the discretion of the supplier.

Other legal jurisdictions may have different consumer protection law. I've dealt with the UK as I'm familiar with its consumer law, and it's the law that you linked to.
Not as simple as it looked. I browsed through a few States' laws, some had some loose language that may be interpreted one way or another, some left it sort of up in the air. I'm rather confident that some jurisdictions must have consumer protection laws for this sort of thing, but I didn't find any.
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This is my favourite topic
Community
General discussionGOG Employee stalls refund process, ignores messages(60 posts)(60 posts)
(60 posts)