I've been a huge proponent of GOG for the past 2 years. I've always encouraged my friends and my acquaintances on my You Tube channel to buy from GOG for all their classic gaming needs. Sadly it looks as if those days have come to an end due to the false nature of GOG's refund policy that they have plastered on their front page.

I bought the game "Outlaws" on this site almost a month ago now, and those who own this game know about the bug in the music where it stops when you enter the in-game menu and never comes back when you exit the menu. This includes entering the menu when you need to save your game or adjust your controls. Come to find out this is a known bug that GOG knows about. Still they continue to sell the game knowing that this bug exists. Furthermore they do not consider this to be a game breaking bug. After contacting GOG support the first time, it took almost a week for someone to get back to me just to tell me that it's a known bug, sorry for the inconvenience. Taken back by GOG's terrible response I told them that they can give me my money back per their refund policy. Instead they told me that they don't consider the bug game breaking and will offer me a one time credit to my account. After that it was no longer about my money, it was all about the bait and switch GOG just pulled. After some arguing about their refund policy "I" FOUND out a temporary way around the bug, not the GOG support member. I then proceeded to tell the GOG support member that I won't be buying anything else from GOG ever again. The GOG support member didn't even care enough to acknowledge this and told me to have a nice day. I then told him that I want his supervisor's name and he all of the sudden became mute and never sent me anything else. If anyone wants to see the full conversation I will be more than happy to post it here.

In the end, GOG's refund policy is nothing but a huge lie. I would have rather GOG had no refund policy, because atleast that would have been honest. Instead they claim they have this great 30 day money back policy only to lure people in and then not honor it when there is a problem. The GOG support team will tell you that they have to stick to their policies, but they don't tell you that unless your game does not boot up, or crashes, you are not entitled to a refund. Then they want to act like they're doing you a favor by switching the deal on you and offering you a one time credit to your account. To be perfectly clear, this is not about the 4 bucks that I paid for Outlaws. I found a workaround to the music issue, so I can now play the game as it was intended to be played. My problem is with GOG selling games that have glaring bugs, not even caring enough to find a solution, and not honoring a policy that they have spelled out on their front page. I've bought 30 games on GOG and have only had a problem with one, so I'm not a chronic complainer. I don't care how good GOG's product is. Their service team is the most unprofessional and uncaring team I've ever had the displeasure of dealing with. I'm not the kind of person who says one thing and does another. So when I say I'm not a customer anymore, that means I don't care if you're selling the best crack ever for cheap, I ain't buying it from you. A business never shows it's true colors until something goes wrong. GOG needs to take lessons from Amazon, and now Steam.

Actually the music does come back after several minutes, or after you load a save.

That's ...surprising.

Losing music in a game would kill the enjoyment of a ton of games I have,

(granted, I believe with your public outcry your chances of a refund have gone up tenfold ;))

I don't think stopped music is preventing you from finishing the game, so they would not consider it game-breaking.

While I get the points made above, you do realize that with the definition above, your character could look like a square error block the entire game but since you can still finish it, no refund.

I certainly hope the spirit of the refund is in part that bugs that break your enjoyment are seriously considered, not tossed aside because they don't fit the definition perfectly.

Never had an issue with a bad game, but I did have one with duplicate charges and in one case, me purchasing a game which was a 'duplicate' (I got one edition instead of an extended edition) and both of my issues were addressed and resolved.

While it took a while to resolve the latter issue, I was offered to get a refund or store credit and of course, I took the store credit. :) I can imagine now, someone with a copy of "Nosferatu", taking it up to the customer service counter complaining that: a) there is no sound; and b) there is no color.

It would help for discussion purpose, if you would mention which points/users you are talking about ;)

This is not a matter of opinion or personal taste. The game DOES NOT work like it's supposed to. Think about this: If you buy a game that has music but no sound. Or perhaps the music and the sound work, but the graphics are so glitched that things are beyond recognition. Still you would be able to complete the game, but it wouldn't be enjoyable and it still wouldn't be working like it's supposed to. The music in Outlaws is broken, and you not caring about music in your video games doesn't make your opinion relevant. Nor does your opinion that I'm making false claims, because it's black and white. The 30 day money back guarantee does not stand whether you think it does or not.

Vampire not Lon Cheney. 2/10, would not watch again.

Now I'm confused. Were you or were you not offered some form of a refund?

And a quote from FAQ:
If, within 30 days after the purchase of your game, you experience technical problems or game-breaking bugs that prevent you from finishing your game, contact our customer support. They will do their best to help you fix the problem and if, at the end of their attempts to solve the problem your game is still not working, we'll give you back your money.

E: aaand i'm quoting things others already did... :F

The points being that you don't consider it gamebreaking (which is subjective to be honest) and that it's generous that they give a refund at all.

The definition I mention is the official definition for a refund by GOG, quoted by Moonshineshadow.

Yes, that is the fix that I found. If I save the game, then I have to load the game I just saved to get the music back. This was not a solution offered to me by GOG. I found that on my own. The fact that GOG support hasn't cared enough to look pass their nose to find a solution and just tell customers that's the way it is, is half of my problem with GOG. The other half is GOG lying about their 30 day money back guarantee.

Technical argument probably. Depending on where you live, a refund *has* to include the option to get your money back. They can't force you to take GOG funbucks if it's actually a refund.

This proves that GOG's return policy is not "false" or dishonest, as the OP claims. It also proves that it is kind of useless. You can finish a game (eventually) even if it has terribly low framerates on your system, if the colors are wrong, if it's not playing the intro cutscenes right etc. "Technical problems or game-breaking bugs that prevent you from finishing the your game" can mean anything or nothing at all, whatever the support thinks it should mean. It's nice to be able to "finish" a game, but as a customer I'd also like to be able to enjoy it, at least performance-wise.