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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
This is a great announcement. Way to keep it classy, GOG!
Posted December 09, 2013
Good news indeed.

I wouldn't be too worried about the scamming issue. With the effort that would be required to claim a refund, I think most of the arseholes that would be likely to engage in this kind of shady business would probably rather simply fetch the installer from TPB or a similar site.

Why go to the effort of buying a game then claiming a refund under false pretenses and exposing yourself to all kinds of problems when you could simply torrent it? The end effect is no different - you don't have the game on your account anymore, and you don't have any entitlement to updates.

(Not that I'm advocating this, just thinking as a hardcore pirate would)
Posted December 09, 2013
Wow. Very impressed.
Posted December 09, 2013
Always good to know, however I've never bought a game here that didn't work.
I have even bought games that the disk version no longer works and the GOG version does.
Posted December 09, 2013
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Siegor: Always good to know, however I've never bought a game here that didn't work.
I have even bought games that the disk version no longer works and the GOG version does.
I did (Atlantis 2) but a later update fixed it.

Which begs the question - how about people who claim refunds because of the game not working be notified when a game is updated or fixed so that they may possibly buy it again? Just an idea...
Posted December 09, 2013
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TheEnigmaticT: Person "A" buys a gift and presents it to person "B". Person "B" (the guy who got the gift) needs to be the one asking for the refund. If the game doesn't work on his system--and our Support guys can't help--then person "A" gets back the money for the gift.

Scamming that doesn't seem very plausible to me?
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ZPavelZ: Oh sorry, but I was talking about something else.
I was wondering whether this
"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. "
applies to games purchased for one's own account only or also for gifts. Hence my speculations about scamming possibilities. I was not talking about 30-day "technical issue" refund at all. ToU/FAQ say nothing on the matter of "you can get a full refund within 14 days" for gifts, though.
There shouldn't be any problem if the gift is considered as a simple gift instead of a tool for trading. Anyway, why would you want to trade in those 14 days? If you don't want the game then you can get a refund. And the same applies for the person who has received the gift, it is mainly supposed that he should redeem the code and not save it for future trades. And even with all that, how many times could anyone try to scam GOG before being catched? And why try any scam when GOG games can be so easily pirated?
Posted December 09, 2013
Mr Enigmatic, is that you? You look so much younger than I expected you to (Thinner too. Make of this what you will).
Posted December 09, 2013
So we need to play game in the 30 days? I got games I bought 200 days ago and still haven't downloaded
Posted December 09, 2013
Great news.
Posted December 09, 2013
Wow.

Just another reason why GOG EARNS every bit of support it gets as opposed to other DD platforms.

However, as much of a stand up position this is, Opening up anything to such a large mass of people being world wide I hope an oversight was not made.

https://d3vjvsn2tynjug.cloudfront.net/v2/w_700,h_700/https%3A%2F%2Fs3.amazonaws.com%2Ftanga-images%2F6gc8mry3e48a.png

Working with computers as long as I have, and regrettably having to fix so many inane and completely avoidable problems, that seems like opening the floodgates. Remember, the overwhelming majority of people who use computers are completely oblivious on how to properly use them.
Posted December 09, 2013
Well, that´s a fine support move, although I think that I´ll never have to use it...
But: There had been an interview with several GOG-Officals that actually states that their own support policys makes it unpossible for them to support Linux:
http://www.gamingonlinux.com/articles/gogcom-dont-plan-on-introducing-linux-support-in-the-foreseeable-future.2369/

Why, oh why can´t you simple continue doing such great things as you are doing here, but add LinuxVersions as unsupported Bonus-Content?
It would be very nice, couse if you don´t add LinuxVersions I´ll always stay bound to Microsoft.
And I don´t want to support monopols!
Posted December 09, 2013
I hope this doesn't get abused.
Posted December 09, 2013
Nice customer-oriented step, but I have seen even better from GOG already - I have had a problem with NWN2 recently, not being able to run it properly and despite being bought like a year ago in sale (didn't get to it earlier, always having a backlog of games), GOG support offered me credit to buy new game from their catalog. And the best thing is - I wasn't even surprised, that's the kind of approach I started to you expect from GOG - put the customer first.
Lovely...
Posted December 09, 2013
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Johnmourby: Mr Enigmatic, is that you? You look so much younger than I expected you to (Thinner too. Make of this what you will).
That *is* me. I'm old like the hills (32), but flattery will get you everywhere. :P
Posted December 09, 2013
From the video, I recognize the other games on the desktop, but what's this one?
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Community
General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
(231 posts)