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General discussionGOG Refund support is shocking. (24 posts)(24 posts)
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This is my favourite topic
Posted November 25, 2021
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Orkhepaj: Hmm, they get 30% take as far as I know. The store should generate enough money. Probably their management system is the problem, not effective enough.
They don't take 30% anymore. We don't know the exact number, but it's obviously somwhere between Epic's 12% and Steam's 30% (lowest tier).

They probably take anywhere from 20-25% now, while Steam now has a tiered split (30 - 25 - 20) that can reached by hitting milestones through sales revenue.

Epic coming in and throwing their weight around, most of which is built off of exploited children, really changed things up.

https://variety.com/2019/gaming/news/gog-fair-price-package-program-ends-1203150875/
https://techraptor.net/gaming/news/gog-announces-conclusion-of-fair-price-package-program

There's plenty of other reports / links you can find out there if you want also, but it kind of gives an idea of the financial stuggles GOG has. There's been times when GOG actually is in the red, and somewhat recently too.

I always hear people say they like GOG, and that Steam or GOG are the only stores they'd buy from, this usually comes when people are trashing Epic Games Store or something, but only a small percentage actually do buy here. They might like GOG as a store, but if given the choice most people still choose Steam despite GOG being a more pro-consumer store.

There's a lot of people out there who want a monopoly. They might say they don't, but they really do. The idea of having all your games in one place is too appealing or convenient. That could be said about all digital entertainment also.

GOG is in a tough spot. I mean, they're clearly the most pro-consumer store out there, and people claim to like them, but so many still don't want to buy from GOG if what they want exists on Steam. So what are they to do? The good thing is that they can never abandon DRM-free, because if they did that then there'd be no reason to buy here.

I actually really do feel for the people who work here, because they're overworked and understaffed, and they bust their ass everyday making this the best place they can with the limited resources they do have.

I may complain and bitch at times about the store, forums, and service, but I still buy here more than anywhere else, and don't want to see the ship sink. Hell, I broke my 'boycott' the same day I made it, but that was really me just venting about the horrible voting system here on the forum.
Posted November 25, 2021
Well said TomNuke, as much as I've sometimes grumbled at GOG over various things I love my DRM free games. They probably could be a bit more pro-active about getting more old school games to gog but as stated that takes staff and work hours that often gog isn't assigned.
Posted November 25, 2021
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TomNuke:
Nicely said.
Posted November 25, 2021
I suspect that GOG may have a backlog of Refunds, and that each one needs to be processed manually and it all takes time, and they probably have a deliberate slow response to discourage too many refund requests.

That said, there are different types of refund requests, and one like the current OP situation should have been dealt with immediately.

Who knows how organized GOG are and how well staffed to deal with refund requests.

I've never requested a refund here, so don't know how they have it setup. One would hope they have a category for refund type. For example - Billing Issue or Doesn't Work or Don't Like It or Runs Badly etc. And that GOG prioritize what gets dealt with as soon as possible for those that need immediate attention.

Personally I am not much in favor of refunds for 'Don't Like it'. Maybe if you feel you've been led astray significantly, but generally one should do their homework before making a purchase. I never purchase with the idea of getting a refund in my mind. I make sure I don't pay too much and that I make a purchase based on sound things. I often take a punt on a game, and in some cases decide based on things like extras. If a game turns out to be crap, but the artwork is great and or the soundtrack, and I did not pay too much, then while not perfect it is at least acceptable. Sometimes, if a game is open world and the game play doesn't turn out to be very good, I can still get joy out of wandering around in a nice setting. Even if a game doesn't have any real redeeming factors, so long as I did not pay much, then I just write it off as supporting the industry or that developer.
Posted November 25, 2021
low rated
I do not grasp the problems people seem to have with support. I don't think the OP or anyone else here is lying; I do believe their stories, I just have as many of GoG having excellent and responsive support. It feels like this got lost in an e-mail somewhere. I'll take that over half-assed support but still. I'm sorry to hear you're havign such a bad time.

I do suspect there's an inundation of refunds and the nature of this kind of bad billing probably makes the situation more complicated to boot, which leads to it getting thrown around departments(and thus easily lost). I'd recommend updating the ticket or re-responding to any private responses you've been given. After even the first week it's worth repeat calls.

Well said on Tom's part by the way. That was excellently stated.
Posted November 25, 2021
low rated
avatar
Orkhepaj: Hmm, they get 30% take as far as I know. The store should generate enough money. Probably their management system is the problem, not effective enough.
avatar
TomNuke: They don't take 30% anymore. We don't know the exact number, but it's obviously somwhere between Epic's 12% and Steam's 30% (lowest tier).

They probably take anywhere from 20-25% now, while Steam now has a tiered split (30 - 25 - 20) that can reached by hitting milestones through sales revenue.

Epic coming in and throwing their weight around, most of which is built off of exploited children, really changed things up.

https://variety.com/2019/gaming/news/gog-fair-price-package-program-ends-1203150875/
https://techraptor.net/gaming/news/gog-announces-conclusion-of-fair-price-package-program

There's plenty of other reports / links you can find out there if you want also, but it kind of gives an idea of the financial stuggles GOG has. There's been times when GOG actually is in the red, and somewhat recently too.

I always hear people say they like GOG, and that Steam or GOG are the only stores they'd buy from, this usually comes when people are trashing Epic Games Store or something, but only a small percentage actually do buy here. They might like GOG as a store, but if given the choice most people still choose Steam despite GOG being a more pro-consumer store.

There's a lot of people out there who want a monopoly. They might say they don't, but they really do. The idea of having all your games in one place is too appealing or convenient. That could be said about all digital entertainment also.

GOG is in a tough spot. I mean, they're clearly the most pro-consumer store out there, and people claim to like them, but so many still don't want to buy from GOG if what they want exists on Steam. So what are they to do? The good thing is that they can never abandon DRM-free, because if they did that then there'd be no reason to buy here.

I actually really do feel for the people who work here, because they're overworked and understaffed, and they bust their ass everyday making this the best place they can with the limited resources they do have.

I may complain and bitch at times about the store, forums, and service, but I still buy here more than anywhere else, and don't want to see the ship sink. Hell, I broke my 'boycott' the same day I made it, but that was really me just venting about the horrible voting system here on the forum.
yes sadly convenience clearly the strongest force forming the market thats why we have so many sort of monopolies and polarization

I personally use most of the stores and just buy where they offer the best price with a little added weight in for store feature, for same product same price this is usually gog for being able to easy install/use products without net, but gog prices are most of the time just not good enough at least for newer games, and some games just lack features compared to other stores that is so disappointing , no store is perfect

and for those who hate on epic store they are just kids driven by peer pressure, oh no the store is evil cause they buy one year exclusivity most of the time even for still in beta products to somehow catch up to being viable on a market dominated by steam, wonder what they would do instead

dunno much about the gog staff, they can be few and overburdened or their system/management could be very ineffective or their work ethic is just lazy, it doesnt even matter much for us just the result as long wait time with support and store lacks some features expected like a new forum without the dvoter troll brigade
Posted November 25, 2021
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TomNuke: ...a refund to your GOG Wallet instead, which I believe is now automated.

I mean, you just don't have that issue with Steam. If I want a cash refund or a Steam Wallet refund it takes the same amount of time, because the entire thing is automated either way.
I think the thing is that GoG can't really automate cash refunds and remain DRM free due to the chances of abuse of the system. On Steam, even with games that don't require the launcher after they have been installed, you would need to go to the effort of repackaging those for redistribution if you downloaded and then requested a refund. On GoG, you download the offline installer and presto - one easy to distribute file.

I'm not defending the response times here (I've got zero experience as I have never refunded an item that I have bought; if I don't like a game, I chalk it up to experience and I've always managed to get the game I want to play working), but I do understand why you can't have money in an automated fashion - people will abuse it.
Posted November 25, 2021
Currently it's very bad.
I wanted to take a better discount offer for something that would expire 3 days later. So I chose the wallet option, since it was promised that it would be done within 24 hours.
After almost 2 days I got an email "sorry for the delay" and nothing else after that. That offer is now over for a couple of days.
Posted November 25, 2021
I waited since the announcement of a Quake enhancement till just the other day before buying it on Steam - because I would have preferred to buy it here.

I have the original on CD, so it's the extras that I want - and GOG still doesn't have thd update. You can only buy from GOG when GOG have what you want to buy! I've bought hundreds of games here, but the lack of visible effort is a bit disheartening.
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General discussionGOG Refund support is shocking. (24 posts)(24 posts)
(24 posts)