Fair enough.

Didn't really intend to as I practically never rely on those refund policy for things under 20$ anyways (well, I might still contact support if I really want to play the game) unless I can make a clear-cut case and get a refund right away.

It usually costs more in man-hours than you save.

That's a loaded statement. A slice is New York cheesecake is heaven to your tastebuds, but the devil incarnate to your arteries.

Well a few days ago I FINALLY received a response from GOG from my last post over a month ago. So here it is, and here is my response.

"Hello,

I'm afraid we reached a dead point in this conversation. We obviously disagree about the meaning of 6.7.c) here:
"LINK"
But I don't see any way to find a consensus here.

Best regards,
Heinrich
LINK"

My response:

"Interesting that you've chosen to respond over a month later. It's pathetic that nobody over there can seem to grasp what it is that I'm after, even though I've stated it many times over. See, you keep thinking about what happened 2 months ago, and I'm only thinking about the future. I may not have had any other issue with any of the games I had planned buying from your site. However if I did, I know that I'm on my own. That would not be a problem if it didn't say on the front of your site that I'm not on my own. Your tech support is so inept that they can't even use Google or your own community forums to look up to see if someone else has figured it out. Furthermore your return policy is so incredibly vague that you can literally make up excuses all day long on why you can't offer a customer a refund. YOUR RETURN POLICY:


(i) You must have genuine significant technical issues with the GOG content.

What is that exactly? Does that mean video problems? Audio problems? Laggy control problems? What does not qualify as significant issues? No music? No sound effects? No sound at all? Unplayable frame rate issues? I could easily play through Guitar Hero with no music; but does that mean the game is not broken if the music stops working? I can play Super Mario Brothers with no sound or music quite easily; but does that mean that the game is not broken? I could play Super Mario Brothers if Mario was just a big block that moved across the screen; but does that mean that the game is not broken?

So what do I want? I don't want your $4 credit. I don't even want my $4 back because I fixed the problem myself. WHAT I WANT IS: For you to have the balls to put down exactly what your policy is. Significant issues is not a return policy. Steam has their return policy spelled out in black and white, and so should you. Stop using your return policy as just a way to sell more games. Give your customers real piece of mind. It's the least that you could do since your support team is just about as worthless as tits on a bull. Maybe I should put that in the GOG praise section in the community forum since you don't have any kind of customer complaint department or anyone who seems to understand English. Yeah, now I'm p****d off. I was more than nice to you jerks until you showed how unprofessional you are and how much you really don't give a sh*t. Likewise. "

Again, only for what it's worth to you.

Seriously? The game works, you already know how to make it work with music. Yet, here you are still being a jerk about it. All this because somehow you couldn't bully a refund for a game which substantially works...

This is not a problem with GoG, its a problem with YOU.

Those of u down-repping this OP: do you think it does anything for GoG.com corporate / commercial prestige to "down rep" bully?

To try and silence oldsxcool and make him/her an ex customer - this is how I see it.

When the OP has made a last, indignant appeal here to [I] possibly [/I], [I] hopefully? [/I] repair the customer relationship??

Shame on u really - I think! The spirit you emit is that bullying is pretty much okei - and customer service experience matters shit.

How about gaming community solidarity and at least neutrality about our fellow gamer's sucky customer service experience?

@oldsxcool - I get u!

The customer service interface of gog.com is rather dreadful IMO - whenever I might have needed help, I have never gotten it when needed, or promptly. Excepting one occasion when I thought my account was hacked - but this was of course revenue relevant, not service.

Based on his/her aggregate rep, the OP is rather shy to post.

Anyone willing to admit to downrepping oldsxool - mind u, a person, and our fellow gamer, albeit with a bit of a customer service standard - and telling why this downrep represents invitation to remain a gog.com customer?

:-D

If you had properly quoted oldsxcool one might have a fighting chance of seeing yer battle dream.

As it stands, I only see OP's (oldsxcool) shout out for a "fit for the purpose" product.

As an extreme example: a kiosk selling lunch sandwiches has such low hygiene standards as to cause listeria and salmonella.

Would anyone defend that kiosk for their customers being foolish for not having "tummies of steel"?

Of course not.

I think you are being quite unkind to the OP.

And I think you are being naive and an idiot.
The OP has a working game, yet continues to bemoan the resolved issue.
The game works and there is a workaround for his problem.
So why is this guy still complaining?

Now, consider the problem with GoG if they were to give out refunds for any stupid reason...
And consider how this works with DRM-free...
So how many free games do you want GoG to "giveaway" through refund abuse...
Nope, the only thing that matters is him and his very minor complaint.

And this isn't even getting to the fact that his complaint isn't even true. GoG's refund policy is spelled out, and he does not qualify. But GoG still offered him a store credit which there was no need to do.

No TStael, as usual YOU ignore the issue and call people out for silly and ignorant reasons...

Perhaps you should read the entire conversation instead of skimming over it and picking out what you want to see. If you read the whole thing you would know that I came up with the fix, not GOG. GOG did not know about the fix until I told them about 2 weeks after I had contacted them initially which means that GOG was knowingly selling a broken game. Before I discovered the workaround GOG explained that they did not deem a game with music that does not work a defect that warranted a refund. Tell me; is that spelled out in their policy? Also, after I balked at their initial, cop out response, they offered me a "one-time" credit which is also not in their policy. One-time credit means that they'll only offer a credit to me once, and then the next situation I will be screwed. Again, not stated in their policy.

I'm doing what I'm doing for the good of every member of GOG, including your unappreciative *ss. I could have just taken the credit and run. However I don't like buying from a company that doesn't back up their own policy and makes it so vague that they can twist it to mean what they want it to mean. I'll take the down votes on my rep and fight it out with GOG by myself in an attempt to make them honest. I will boycott them so you don't have to. Perhaps GOG will see where they are wrong and adjust their refund policy to be alot more specific. I wouldn't even care if they took away the refund policy, because at least that would be honest and I can deal with that. I'm not asking for much. If they reworded their policy tomorrow to be what it actually is I would have NO problems buying from GOG again.

Thanks TStael. It seems that only about 25% of the people who are reading what I have laid out actually do get what my grievance is and what I'm actually after. I stopped posting because I was tired of going back and forth with the people who are a bit short sighted and not able to see the overall point. So I put up the entire conversation between me and GOG and left it at that. The good, the bad, and the ugly. It's not easy for many people to admit that GOG has it's faults because their product pretty much sells itself. It's not easy for me to boycott GOG because of my love for old PC games but I will do it despite their amazing product because they suck so bad at service when things go wrong. I really wasn't expecting them to be nearly as unprofessional, un-accessible, and untimely as they are. After dealing with Amazon (who is amazing when things go wrong BTW) I can't accept how terrible GOG is to their customers. They see no reason to improve. I do. So if I can put a spotlight on that and give them a reason to be honest, I will. For everyone's sake, not just my own.

Strange. When I had an issue requiring support, they were exceedingly helpful. They spent hours talking with me until every part of the problem was resolved, apologized for the situation all the while and made sure the problem could never happen again.

No, seriously, maybe YOU need to read what others have wrote. Frankly, who gives a shit whether it was you or GoG which discovered the workaround to your problem. It doesn't matter, but here you are still complaining about not getting a refund for your WORKING game! You are the one who seems to lack "reading comprehension". YOU are the one who is "short sighted" and "cannot see the point".

What part of "technical problems or game-breaking bugs that prevent you from finishing your game" did you experience? Oh right, you didn't. I really don't give a shit about what hissy fit of a point you are trying to make, because you are just WRONG on so many levels. You are just another spoiled brat who wants to complain because everything isn't PERFECT.

Do you know how many games I bought first-run that had minor bugs which were never patched? Or how many games waited years to have a community patch? I recall Avalon Hill's Advanced Civilization (authentic to the board game) which would just crash out about half the time you played. Eventually after they quit making computer games, was there a community patch fix which resolved most of the problems. But BOO HOO, poor you, crying little baby, your music cuts out every time you save. And somehow its GoGs fault that this old game may not play 100% friendly with your modern sound card and its current driver and you think GoG is so evil in ONLY offering you store credit when you don't even deserve that by the terms of service.

And seriously, hope you are happy with Steam and all their buggy shovelware...because YOU think they do such a better job...because I can pretty much assure you, almost every game here has the same build there. And certainly not every game there is as "bug free" as you want. You do know that even on Steam, there is a limit on the number of times you can "return" a game without 2 hours of game play, right? Because Steam has planned for complaining jerks like YOU.

Edit: And don't tell me how great you think Amazon is...I recall buying used/refurbished DVD's through them and some of them were scratched and didn't work. But by their terms of service, I could get them replaced, all I had to do was send mine back and pay for return shipping which was more than I paid originally. But you know what...that was "clearly stated in their terms of service" just like on GoG. I didn't complain, its how it is. Amazon wasn't going to take an overall loss, just like GoG isn't going to give you a refund every time you find a minor bug in a game while you still have the installer and can't "give it back".

I'd definitely give this a place on my desk!

Sorry, but you should really start to read oldsxcool's post before you reply. He's not complaining because he doesn't get a refund. He's complaining about GOG's vague wording in their return policy!

GOG talks about "significant technical issues". I'd say no music IS a significant technical issue. GOG basically said "We knew about this bug for a long time already and it is not enough for a refund. Would you please shut up now and enjoy your game without music?" oldsxcool then found a fix for this problem on GOG's own forum. Support didn't tell him to look at thread xyz for a fix, they just told him to leave them alone. No refund for the significant technical issue and no link where he can find the known workaround. That's what oldsxcool's complaining about.

edit: Nowhere it says that a game breaking bug is the only thing that qualifies for a refund! All it says is " genuine significant technical issues". And if you're going to quote the "major show stopper bug in a game that prevents you from finishing it"-part, don't forget to quote the little "e.g." too! Just two small letters, but crucial to understand that game breaking bugs are just an example for a possible significant technical issue.

That's not an argument. If you want free games, you can go to piratebay or whatever it is called. It's not worth the hassle to purchase a game, download it, invent technical problems and to have a week long discussion with support until you get your refund. All you'd get is an illegal copy of a game, because you don't get your money back and keep the license to play the game. This would just be the most stupid way to pirate games. And GOG isn't stupid either. How often do you want to tell them that you have problems with a game that no one ever had before?

Seriously, I READ his complaint. What the heck is up with all the people on this forum who seem to be so condescending that they like to claim "no one else is reading anything", when what they are really saying is "I'm right. You are wrong."

And seriously it was not as you seem to characterize it. He was offered store credit. He had a hissy fit they wouldn't pay him back in cash. I didn't jump into this in July, but why the fuck is this idiot still complaining a month later after his game has been fixed? Its not like this was ever a game-braking bug. The music only cut out on him when he went to a particular menu. Heck, I remember this happening a lot back in the day. And I remember many times saving and restarting the game to make the music come back for a particular game. It didn't break the game then, it doesn't now. Significant technical issue? No. Especially since there is an easier solution than even restarting the game.

And lets be perfectly honest here. A lot of the problem was shoddy programming back in the day combined with codexes that are not fully backwards compatible. There are many such conflicts in a lot of these remakes that are specific to certain cards and certain operating systems. But this does not mean GoG is intentionally selling a broken game as the OP claims. Far from it. And especially in this case, the solution (even without reloading) or saving and rebooting the game should have been rather obvious. All in all, I don't think this guy's complaints have a leg to stand on. He's been grasping at straws since the first post...

Furthermore, why didn't this issue come up when the OP admitted to pirating the game to "try it out" beforehand? Did he think it was just buggy because he pirated it and the GoG version would be better?