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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 10, 2013
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timppu: I don't recall having performance issues with it (the little I've played it so far), but then I am unsure in what kind of PCs it is supposed to run. This was on a ASUS G75VW gaming laptop.

The graphics seemed a bit odd (like colors and such, and the intro FMV which looked like from PS2 or PSOne era), but maybe that was just the style of the game.
... by the way, is there any way at all to customize graphics settings or to change the default keyboard keys? Some ini file or anything like that? There seem to be hardly any options within the game itself.
Posted December 10, 2013
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Firek: Nope, not her - she was spared the gruesome horrors of support work. ;)

The lady person is Natalia, and the rest of the guys are JuriJ and Konrad - our newest colleague. :)
Thanks, I stand corrected.

I know JuriJ but never heard about Natalia or Konrad.
I learn something new every day. :-)
I bet that's what Thiev told you but in fact she is just jealous of awesome support job. :-p
Post edited December 10, 2013 by Vitek
Posted December 10, 2013
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Vitek: I bet that's what Thiev told you but in fact she is just jealous of awesome support job. :-p
I deal with tech issues too but without dealing with people.
Which suits me just fine :P
Posted December 10, 2013
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Thiev: I deal with tech issues too but without dealing with people.
Which suits me just fine :P
You can't fool me, I can read between the lines. Jealousy for their great work seeps from your post everywhere.

(I need to flatter them. You said it yourself, they deal with people, not you. ;-))
Posted December 10, 2013
Cool! Money back guarantee...

Now shut up and take my money! :)
Posted December 10, 2013
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ZPavelZ: Well this is actually legitimately great news. No ... THIS IS GREAT NEWS!
However, how are you going to deal with gifts? I mean I would assume the 14-day moneyback wouldn't affect those otherwise there would be room for potential scamming/abuse.
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TheEnigmaticT: The FAQ talks about it, but basically whoever buys the game gets the money back when a refund is issued; the service complaint needs to originate from the account that actually owns the game, though.
I only see info on the FAQ on the 30 day policy for when a game doesn't work. Is there an FAQ section for the 14 days policy that I'm missing? "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."
Posted December 10, 2013
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asb: I only see info on the FAQ on the 30 day policy for when a game doesn't work. Is there an FAQ section for the 14 days policy that I'm missing? "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."
Terms of Use, Pre-orders to Final Sale sections.
Posted December 10, 2013
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asb: I only see info on the FAQ on the 30 day policy for when a game doesn't work. Is there an FAQ section for the 14 days policy that I'm missing? "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."
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JMich: Terms of Use, Pre-orders to Final Sale sections.
Thanks, though that term does not seem to offer a "refund" as stated in the news post, but rather an offer of an exchange. Can someone please clarify?
Posted December 10, 2013
I bought Primordia a long time ago and it always crashed. Put me off some purchases because I tried so hard to get the game to work, but nothing ever did. I know this won't give me a refund, but I'm glad to see this implemented.
Posted December 10, 2013
You guys are Duke of New York A#1

Your games may mostly be old - but your policies are forward thinking and progressive

Regards
Bruce
Posted December 10, 2013
Yet another reason GOG remains my preferred platform for gaming. Let's be completely honest, this system is potentially very easy for people to exploit since all games are DRM-free. Of course, getting the games in the first place is also very easy to exploit, but my point remains. Customer service and the notion of treating your fans with a bit of respect is not something we have enough of in this industry anymore, so I want to thank you guys again for continuing to do a great job with that! I'll continue to buy games here over Steam whenever possible :)
Posted December 10, 2013
This is why I like GOG so much :)

It's good enough that the games they have are complete installs and that they actually TRUST their customers not to copy them (such trust is always appreciated and very rare these days) but now they offer refunds.

This is the way the world should be :)
Posted December 10, 2013
This is fantastic. Henceforth, I will always buy from you over Steam, assuming you have the same game.

GoG.com is simply the best gaming related company that exists.
Posted December 10, 2013
TotalBicuit made the new policy the central feature of today's Content Patch.
Posted December 10, 2013
Wow, that's great, and just in time, I bought several games by mistake 10 days ago, I forgot to check the "gift" checkbox.

You should maybe add the necessary categories and options for refunds in the contact form.

Thanks a lot GOG :)
Love you guys !
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This is my favourite topic
Community
General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
(231 posts)