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General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
(231 posts)
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This is my favourite topic
Posted December 09, 2013
Game doesn't work for you? Tell us to fix it! If we can't we'll give you your money back!

So, you bought a game on GOG.com and you've run into some trouble launching and playing it on your system, despite the fact it meets the specs we've put on the game's catalog page? This happens rarely, as our test lab does its best to assure your experience with our titles is as smooth as possible. But it does happen. And when it does, we want to give you the best support you'll ever get from an on-line store. Just navigate to our Support section--it's quite possible that the solution to your problem is already posted there. If not, just fill in a ticket describing your troubles and our top men will do their best to fix it all for you, so you can enjoy your purchase.

orldwide Money Back Guarantee YouTube announcement

But what if they cannot find a solution? If such a rare event should occur, we'll give you your money back. Simple as that. If you buy a game on GOG.com and find that it doesn't work properly on your system, and our support cannot fix the problem, you get a full refund. It's a worldwide guarantee, and you have whole 30 days after the purchase date, to contact us about the refund.

There's even more! If you bought a game by mistake, or simply changed your mind about a purchase, you can get a full refund within 14 days, as long as the game wasn't downloaded. If in any doubt about our refund policies, please consult our FAQ.

We hope our Worldwide Money Back Guarantee will make you feel secure while you expand your DRM-free catalog on GOG.com. Having that said, we're confident that our titles won't give you any trouble in 99.9% cases!

NOTICE:
Even though this policy is introduced today, its effect goes back 30 days. If you bought a game within the last 30 days and have any of the trouble described here, contact us! We have you covered.
Post edited December 11, 2013 by G-Doc
Posted December 09, 2013
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IAmSinistar: Also, does anyone outside of GOG.com pronounce it as "Gee-Oh-Gee"?
Am I part of GOG or not? I do pronounce it as Gee-Oh-Gee since that is how they call themselves. Just like this guy is pronounced "Teh-ah-time-eh".
Posted December 09, 2013
...which means that, unless and until OS usage habits change significantly, people can stop asking about Linux.
Posted December 09, 2013
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JMich: Am I part of GOG or not?
That is a question you have to answer for yourself. Look inside for the answer. Or perhaps out a window. If you don't see Warsaw, then maybe not.
Posted December 09, 2013
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serpantino: I'm glad gog introduced this because, coincidentally, none of the games I have bought in the last 30 days are working!

Hope gog has some anti-abuse methods in place.
Coincidentally, we do.

Incidentally, in reference to the shirts that you see me and Firek wearing: they're actually going to show up in a video that we will be releasing next year, after which it *may* be I'll find a way to make them available for sale. :)
Post edited December 09, 2013 by TheEnigmaticT
Posted December 09, 2013
I am absolutely against this new policy. I bet there will be plenty of people or groups who will overuse this. And in the ende the honest consumers have to pay the price.

gog.com is offering DRM free games for an shamful low price. Please gog DONT GIVE PEOPLE THIS MONEY BACK GUARANTEE

Please dont offer this
Posted December 09, 2013
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tfishell: Sorry, did not remember the full context of the photo, other than (iirc) something about "higher-ups" like TET being out of the office and the "while the cat is away the mice will play" idea. ;)

So, where is the pic? ;)
That one?
Posted December 09, 2013
Excellent policy!

Sceptics are forgetting that these games are DRM free. If you really want to "abuse" it, there are far more convenient ways to get the games for free than buying it, then logging a support ticket and trying to convince them that the game doesn't work. Trust the customers.
Posted December 09, 2013
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tfishell: Sorry, did not remember the full context of the photo, other than (iirc) something about "higher-ups" like TET being out of the office and the "while the cat is away the mice will play" idea. ;)

So, where is the pic? ;)
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Thiev: That one?
Eeeeeeeeeeeeeeeyyyyyyyyyyyyyyyyyyyyyyyyyyyyy, there it is! Thanks. :)

http://static.gog.com/upload/forum/2013/05/5af900af61ff23741cc4411c278dd33024e487de.jpg
Post edited December 09, 2013 by tfishell
Posted December 09, 2013
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Wishbone: It is? I should try installing it again then. That one never worked on my system.
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Fever_Discordia: Yeah, it's been made to run in nGlide by default instead of Direct 3D and there seem to have been a couple of other tweaks too - give it a go!
I will. I was quite sad that that one game of all the games I have here refused to run. I've bought a lot of games here over the years that I've never actually gotten around to even downloading, but Messiah was one that I really wanted to play. However, after much back and forth with GOG support, I finally gave up on ever getting it to run in a playable way.
Posted December 09, 2013
Wait a minute, a GoG game that doesn't work? Inconceivable!
Posted December 09, 2013
You guys are breaking all sorts of limits on how nice a company can behave on the internet. I'll probably never use this feature but the level of trust and respect you're showing to your customers is definitely well received. I just want to say thank you and that you're awesome. This will always be my first stop when game shopping.
Posted December 09, 2013
low rated
"This happens rarely"?! Is that a joke, a gag, are you taking the mick?? A working game purchased from GOG is rarer than a blue moon. Not without scouring the internet for solution first; Theme Hospital, didn't work. Broken Sword 1, didn't work. Desperados, didn't work (and from all accounts cannot work on Windows 7). The Last Express, doesn't work. I seem to remember having issues with Planescape as well, in fact the only old game that I have bought from GOG that I have had no issues with is Broken Sword 2... because I haven't played it yet!

I mean give me a break, the only reason you have introduced this 'guarantee' is because your service is so spectacularly shoddy, so completely broken, that you have no choice.

If GOG do not get The Last Express working for me now, I will take my money back, I will log out of GOG, delete it from my bookmarks and never ever return. I am sick of this joke of a site. At least broken games are a rarity with Steam, I can accept it as an exception, but not a rule. And considering Steam are offering more and more of the classics (including games that aren't on GOG like the Fate of Atlantis) I see no reason to buy from Broken Old Games ever again.
Posted December 09, 2013
Mmiiight have been nice to have this before the 3 or 4 games I bought several months ago that just plain don't launch for some reason. C'est la vie.
Posted December 09, 2013
As someone who owns almost 600 games on GOG and almost 1,500 games on Steam, let me say that this is a fantastic stance to take, in contrast to Steams "Sorry, we do not give refunds under any circumstances -- even if it is a game that has been broken for five years and doesn't work on any system anywhere ever but we still sell it and even discount it and promote it on the front page during big says -- ALL SALES ARE FINAL AND AS-IS!".

This is the good kind of competition. It's the kind of competition that Origin should be spurring on, instead of whatever "me-too" crap they're doing. Make each other better. Make all the options better, by competing. Well done, GoG.
Posted December 09, 2013
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pukka-pie: [...]
Pretty sure the problem is you.
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This is my favourite topic
Community
General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
(231 posts)