Because it took GOG one month to send him another... "reply". A very useless reply, saying nothing more than "I'm afraid we reached a dead point in this conversation."

See? That's what oldsxcool's talking about all the time. Keep in mind the chronological order of things:

1. The music stopped when he opened a menu. To bring back the music, he had to quit the game and launch it again.
2. He thought that's a significant technical issue. I agree with him, because restarting the game all the time isn't fun. So he contacted support and asked for a refund.
3. Support told him that's not a significant technical issue and that he won't get a refund. They offered him to make a one time exception and give him store credit. That's something I wouldn't like to hear either, because in my eyes this definitely IS a significant technical issue and nothing to makee a one time excption.

----End of the story? No!----

4. oldsxcool found a well known workaround on GOG's own forum and decided to tell support that he found a solution and that they should clarify their return policy. Makes sense since there are at least two people who think that playing a game without its music sucks, isn't fun at all and should be enough to ask for a refund.
5. One month later GOG tells him that they are afraid they reached a dead point in this conversation. oO

1. This happens when you enter the menu, not when you save the game. 2. But for me and oldsxcool it isn't an insignificant problem. What now? Fight it out in the forums every single time? Or should GOG just clarify their return policy? The former is what left GOG with a dissatified ex-customer who thinks GOG's community is equally nuts as Steam's Hammer Legion Members. The latter would bring more clarity and is exactly what oldscxool's asking for.

See first post: How would you call it when the music stops, if not "no music"?

I know the way music is handled in Outlaws is annoying. But it's an old game and it's going to have some jankiness that doesn't exist in modern titles. If GOG allowed people to return games because it's running the way it was originally intended to then that would be a huge mistake on their part.

Seriously. The game has music which by all accounts stops occasionally for 30 secs to a minute only when you go to the menu. The music even apparently comes back on of its own accord when the "next track" is ready to start. This is far from "game-breaking" and for you to play language games to make this issue into something far more than it is, seems rather disingenuous.

So, to answer your question, I'd call it intermittent music, because you clearly do have music, it just cuts out under select conditions.

To quote myself:
I did what? I played "language games"? Sorry, but if I enter a menu and the music stops, this... well... leaves me with no music. And that's exactly the situation oldsxcool found. Is he (or anyone else) supposed to know that the music comes back when the game starts a new track? And why the fuck didn't support answer exactly this? "No, oldsxcool, this isn't a significant technical issue. The music comes back after a while when the next track starts." Problem solved!

Again: This isn't about getting a refund anymore, but about how GOG (didn't) act. They didn't tell him how to workaround this bug or that the music comes back. They basically just told him that they think it's not a significant technical issue when the music stops and doesn't return (<- that's what he told support, because he probably didn't wait a minute to see if the music comes back). And they think that "significant technical issue" is a good description for stuff that could be a reason for a refund. To see that this isn't quite true, you just have to read this thread.

I made my point. This isn't a big issue. A workaround of avoiding that menu as much as possible and playing for longer stretches was obvious, yet the OP wanted to have a shit fit over it.

The fact that you want to claim that anyone not agreeing with your opinion aren't reading the thread is pretty demeaning. I read it. Others read it. And not all of us agree with your opinion. OP was offered store credit for a game that doesn't contain a game-breaking bug and has an easy workaround. Heck, saving and restarting the game is a pretty obvious workaround itself.

The fact you want to call this bug "no music" to exaggerate the issue is hilarious. Its not "no music" and as I said before, you are making a fool out of yourself by making a mountain out of a mole hill.

No, the only point you've made is that you're just as dense as GOG is. Do you work for GOG? You must because they can't seem to understand the underlying point and still think this is a money matter. If it were just a money matter, I could have just taken the credit and used it to buy something else with it because I had other games in my wishlist to purchase. They offered it to me twice. I didn't take it because I had figured out the workaround for the issue and I didn't wanna blow my "one-time" credit with GOG. "One-time" means that they will only offer the credit one time. Only 1. Once. 1+0=1 Do you get that, sweetheart? Meaning that if I have an issue that I can't fix next time and they deem it not to be game breaking enough, then I am really screwed. No credit, no refund. There is no mention of a "one-time" credit in their policy at all.

I wanted the game. I wanted to keep the game if at all possible because I liked it. No thanks to GOG I found a way around the issue. I thought it showed a massive sign of good faith to GOG that I was not eager to take the credit they offered me, to show them that it was not about getting something for nothing. Despite that, GOG still treated me as if I was still out to get something for nothing even though I turned down the credit twice.

The POINT!!!!!!!!! is that their refund policy does not at all state what their policy actually is. The point is that when GOG knows that one of their games is broken, they will sell it to you anyway and not disclose that the game is broken. Then they will turn around and tell you that the game is not broke enough to get your money back via their return policy. If you're ok with that, move on.

My god, six pages, around and around it goes. We get it. Can this please fade into obscurity now?

As usual, is it, now? :-D And I do wonder if you mean "idiot" by clinical (=medical) or by your own standards? ;-)

As far as I can tell, OP would have preferred a straight-out working game from gog.com - and possibly would have taken his/her changes, had there been a fair n square warning about possible defects of the soundtrack.

OP wanted a pleasurable and hassle-free gaming experience - that is pretty much the default aspiration, surely?

If a distributor can only guarantee its prices and conditions because it does not require its suppliers to fix a systematic issue that is considered non-critical, how is it unreasonable to expect a "health warning"? (Only fair, methinks!)

And where did you get this "giveaway" and "refund abuse" from? I trust it is quite fictional. Almost always the balance of power is with a corporation, thence the European style consumer protection.

This is first time to stumble upon this thread. And I totally agree with the minority (for some reason, majority is defending GOG). The support reply and handling of situation is unacceptable and GOG policy is as useless as most warranty agreements where companies just use any small technicalities to claim the warranty is void.

I was expecting better treatment from GOG to their customers as that is one of the things they had going for them against Steam (who has a much better refund policy now).

The part I am still fascinated about as always is why customers defend big corporations when they screw up while they are ready to jump on each other throats when one of them attacks such a big company.

Actually what I'm curious about is why so many nutters think if not everything is perfect, they are entitled to a refund and can keep the game as well.

There are a few problems here:
First, the game is DRM-free, so there is no way for GoG to take the game back...
Second, anyone who has ever tried to play old games on new operating systems should already know there are likely to be small glitches. This is a small glitch with a very simple workaround...period.

The music stops if you escape to the options screen, all you have to do is save and load, fixed. Its not elegant and is slightly inconvenient, but I think it's really fricking stupid to expect a refund over the issue. So really I'm fascinated on why so many people think they are so privileged that companies should be forced to bend over backwards over a non-issue.

I'll have to remember this the next time I go to the grocery store and the parking lot is super full and I have to walk a long ways. What do you think the clerk or manager will say when I explain to them how inconvenienced I was walking so far and how they owe me free groceries for the extra effort...and all because the store didn't add entrances and more parking so I could park closer...

Money talks. Stop buying here and let GOG know why you've stopped buying, and they might be forced to listen. I don't personally buy enough or often enough to make an impact, nor have I had to contact Support over serious matters yet.

It's too late for you to tell lies about what happened and about what was said because it's all out in the open in black and white. I WAS THE ONE who discovered the workaround to the problem. The only reason why you now know the workaround for the music issue in this game is because you read the words I wrote in this thread that was started by me. Clearly at the time that I approached GOG about the issue I did not know about the workaround and neither did GOG. As far as GOG was concerned the game was broken and they admitted it without submitting an acceptable fix or workaround to the problem.

BTW your analogies are just as lame as your logic. I have never requested a single item from GOG for free with the knowledge of how to fix the game and I even turned down the store credit twice so your grocery store scenario doesn't quite fit. You clearly can't comprehend the point of this thread and your snarky, not to mention stupid comments, aren't making you look any smarter.

Seriously, go back to the hole you crawled out of.
Do you have any idea how many old games back in the day had music cut out?
And would you believe restarting the game usually worked?
You are acting like you discovered something that every avid game player didn't know 20 years ago...

I mean c'mon, seriously?
Do you have any idea how many times I've opened and closed a CD bay, or rebooted a program or did a half dozen other things to get music to resume back in the day? And all because the game didn't like when you escape from a video or go to a menu between tracks.

You act like you discovered that? Boy, the ego on you.

The fact is you come off as some spoiled complaining brat. So what if you turned down the refund the people at GoG offered you? This gives you a right to keep complaining like an asshat?

Seriously, you need to get over yourself...
It's an old game. It's a bit quirky on newer systems and you were offered store credit for your troubles.
Seems like decent customer service to me...besides the wait times...