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General discussionRefund denied due to attempting to "download" the game(8 posts)(8 posts)
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Posted October 02, 2015
After 2 weeks of frustratingly slow communication from a customer service I was told that a game I was unable to install due to technical issues was not ineligible for a cash refund was because I had attempted to download it. This was when I first tried to install the game and the reason I wanted a refund is because I couldn't download it.

Actual response here:
"Since you have already made an attempt to download content for that game, we're unable to offer you a cash refund, however we can make a one-time exception would like to offer converting this purchase into GOG store credit.
You can use this store credit towards any future purchase on our service. Please note, however, that store credit is only valid for a year."

Can I demand a cash refund instead of credit (because I will not be using credit here after this experience) and the "downloading" occurred because of technical issues? Also how is it ok for them to put a time limit on store credit?

I followed all instructions, lodged tech report etc but asked for refund because of all the hassle and no one getting back to me.
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Posted October 02, 2015
Unfortunately, GOG customer service has lately been a bit of hit and miss where the quality depends on the support representative that ends up with your ticket. Since you have created a thread here, in all likely hood support overlord Firek might run across it and hopefully resolve the issue according to your satisfaction.

In the meantime while you're awaiting a response from GOG support, may I ask which game were you having trouble installing and were you using the Galaxy Client?
Post edited October 02, 2015 by stg83
Posted October 02, 2015
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LadyDragon13:
Would that be Book of Unwritten Tales 2 for a chance? That title had some internal (server-side) issues that were recently addressed.
Anyway I pinged our Support minions to ask about this, but considering it's now Friday afternoon here I have no idea when they could come back to me.
Posted October 02, 2015
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LadyDragon13: ...snip
I followed all instructions, lodged tech report etc but asked for refund because of all the hassle and no one getting back to me.
Am with stg83 here, personally have had a really good experience with support, but since W3 + Galaxy there has been problems. Post your issue on here though, there are many very helpful people who may be able to help you out. I would recommend, download the file directly from GOG.com using browser download. Save them into a folder, then run the exe. There is a pre-check option in the options button which will check if they are complete. It should then install. If its game specfic would need to know more.
Posted October 02, 2015
Hmm, while attempted download does make you ineligible for the 'no questions asked' refund, I would think you'd be eligible for the 'game breaking bug' refund, there's not much more game breaking than not being able to download it.

It sounds like GOG should be giving you a proper refund if they were unable to fix the download problems.

http://www.gog.com/support/website_help/money_back_guarantee

If you contacted them reporting the problems within 30 days and they have given up on trying to fix them, then they owe you a proper refund. Don't give up.
Posted October 03, 2015
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LadyDragon13:
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Thiev: Would that be Book of Unwritten Tales 2 for a chance? That title had some internal (server-side) issues that were recently addressed.
Anyway I pinged our Support minions to ask about this, but considering it's now Friday afternoon here I have no idea when they could come back to me.
Yes it was :)
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SirPrimalform: Hmm, while attempted download does make you ineligible for the 'no questions asked' refund, I would think you'd be eligible for the 'game breaking bug' refund, there's not much more game breaking than not being able to download it.

It sounds like GOG should be giving you a proper refund if they were unable to fix the download problems.

http://www.gog.com/support/website_help/money_back_guarantee

If you contacted them reporting the problems within 30 days and they have given up on trying to fix them, then they owe you a proper refund. Don't give up.
It looks as if the game is fixed now but I already asked for a refund and have no interest in downloading or installing the game after all this. I guess I will see what happens next.
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LadyDragon13: ...snip
I followed all instructions, lodged tech report etc but asked for refund because of all the hassle and no one getting back to me.
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nightcraw1er.488: Am with stg83 here, personally have had a really good experience with support, but since W3 + Galaxy there has been problems. Post your issue on here though, there are many very helpful people who may be able to help you out. I would recommend, download the file directly from GOG.com using browser download. Save them into a folder, then run the exe. There is a pre-check option in the options button which will check if they are complete. It should then install. If its game specfic would need to know more.
Thanks for the tip.
Post edited October 03, 2015 by LadyDragon13
Posted October 03, 2015
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LadyDragon13: After 2 weeks of frustratingly slow communication from a customer service I was told that a game I was unable to install due to technical issues was not ineligible for a cash refund was because I had attempted to download it. This was when I first tried to install the game and the reason I wanted a refund is because I couldn't download it.

Actual response here:
"Since you have already made an attempt to download content for that game, we're unable to offer you a cash refund, however we can make a one-time exception would like to offer converting this purchase into GOG store credit.
You can use this store credit towards any future purchase on our service. Please note, however, that store credit is only valid for a year."

Can I demand a cash refund instead of credit (because I will not be using credit here after this experience) and the "downloading" occurred because of technical issues? Also how is it ok for them to put a time limit on store credit?

I followed all instructions, lodged tech report etc but asked for refund because of all the hassle and no one getting back to me.
Unless it's changed, they only know when you start downloading a file, not if you've finished it.

If you can't install the game and they can't or won't solve the problem they need to give you your money back. If they don't, then just get a charge back from your card issuer.
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LadyDragon13:
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Thiev: Would that be Book of Unwritten Tales 2 for a chance? That title had some internal (server-side) issues that were recently addressed.
Anyway I pinged our Support minions to ask about this, but considering it's now Friday afternoon here I have no idea when they could come back to me.
You sir have ironic user name of the year.
Post edited October 03, 2015 by hedwards
Posted October 03, 2015
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LadyDragon13: It looks as if the game is fixed now but I already asked for a refund and have no interest in downloading or installing the game after all this. I guess I will see what happens next.
Since they fixed the problem that was blocking you from using your purchase, I suggest you take the store credit option they offered to you. If it is really true you lost your interest to the game in the process.
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General discussionRefund denied due to attempting to "download" the game(8 posts)(8 posts)
(8 posts)