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General discussion (archive)Announcing Our New Guarantee!(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
Does it mean we get some problematic classics that are 'not SO compatibile with modern OSs' ? I say yes - I would rather see a game added to catalog working for 50% of buyers (with refund for the others) than not added at all....
Post edited December 09, 2013 by tburger
Posted December 09, 2013
Thank you for this, GOG. I appreciate it. I bought "ENTOMORPH: PLAGUE OF THE DARKFALL" and it's not been working so... yea: you know where I'm going with this.
Posted December 09, 2013
Hats off for a very courageous move on the part of GOG. Risking a certain amount of abuse from a minority, in order to make the experience even better for the majority - it's this attitude that makes GOG stand out, compared to the rather paranoid stance of many publishers and distributors who'd prefer to make the experience worse for many, in order to prevent abuse from a few.

Although I have to say I've never bought a game on GOG that didn't work at all.
Posted December 09, 2013
I don't hat is a good idea because the games are DRM-free.

I am sure there will be people that buy a game, download it and then claim that there is a bug just to get their money back because even if the Game is removed from their board the can still play it freely if they don't erase the data.
Posted December 09, 2013
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park_84: 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?
Well look at classifields and you would find many people are willing to trade stuff for gifts of games on GOG or even buy something for them in return. And the point kind of was that "if" somebody buys another person a gift on GOG, gets something else (say, a Steam game) for it and afterwards asks for a refund then the other person is screwed (assuming 14-day refunds work the way 30-day warranty refunds do - gifts get removed from the account of the gifted even after the game was redeemed and the gifter gets a refund).
Posted December 09, 2013
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Fever_Discordia: PS Messiah is working great now - even better than my own hacking to get it working with the 3dFX exe and nGlide, I still had some sound issues when I did it myself but the new GOG version is working perfectly! \o/
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Wishbone: It is? I should try installing it again then. That one never worked on my system.
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!
Posted December 09, 2013
Cool! :D I only have 2 games that apply and they were almost free but still it would be nice to get rid of them. I could use that extra dime of Theme Park.
Posted December 09, 2013
This is a great announcement. Thanks GOG for going through with something like this.
Posted December 09, 2013
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IanM: I'm guessing that there won't be many problems, but GOG will identify those abusing the system and stop selling to them. I did a couple of stints working in high street games stores when I was in college, back when customers were allowed to return games with 10 days under a satisfaction or your money back guarantee. I have to say there were very few returns, except for Final Fantasy games, and the manager said in several years he only ever banned one person from the store for abusing the returns policy, and one other was banned from using the return policy but not the store. Not bad considering the volumes of units the store sold. Who'd of thought that if you treat customers with respect 99% of them will be honest...
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cyboff: I'm quite sure that existing customers are very happy here and do not want to abuse or harm GOG this way...
But during some good promo or e.g. release of Witcher 3 I can see quite a lot of new "customers" want to check if it works :D

P.S. Anyway, with refund possibility or not, I'm still waiting for "launching issue" patch for Speeball 2 HD :P
I posted a quick fix did you see it ?

http://www.gog.com/forum/speedball_2_hd/speedball2exe_has_stopped_working/post21
Post edited December 09, 2013 by Skysect
Posted December 09, 2013
Interesting... depending on how it's handled in reality, this is cool.
Posted December 09, 2013
Thanks for this awesome guarantee, all my GOG games run perfectly but it's very kind of you. :)
Posted December 09, 2013
Oh, btw, this news reminded me that I have issues with two games on Win 8 and that I haven't asked the Support for help yet, so I tried the "Contact Us". "Technical Isses with Games" options and it seems they lead to a dead end? I'm directed to a list of game support articles (which does not include the two titles I have trouble with), and next to it is some info about "What should you do first", but I don't see any "What you should do if all this doesn't help" info with a link directly to the contact form ...

I figured out now that you can find this link after you've clicked on any game in the list of support articles, but a customer looking for help with a game not included in the list would have no reason to click on a random game's name.
EDIT: Scratch that, clicking on a random game doesn't help because then the support request will be for this game and in the form you can't change that manually.

It's probably a good idea to make this "Contact our Support team" widget visible on the first "Technical Issues with Games" page, below the "What should you do first" info.

For what should a customer do if the game in question is not listed on the Games Support page? :/
Post edited December 09, 2013 by Leroux
Posted December 09, 2013
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DF1871: I don't hat is a good idea because the games are DRM-free.

I am sure there will be people that buy a game, download it and then claim that there is a bug just to get their money back because even if the Game is removed from their board the can still play it freely if they don't erase the data.
Why should they? It's faster to just download them from a torrent site.
When I buy from GOG it's because I want to *buy* that game.
Posted December 09, 2013
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Skysect: I posted a quick fix did you see it ? http://www.gog.com/forum/speedball_2_hd/speedball2exe_has_stopped_working/post21
Yes, I saw it, but I can't test it now... But thanks anyway!
Posted December 09, 2013
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TheEnigmaticT: We can't. But as we mention in the FAQ: we *are* tracking how many times a user asks for a refund. if it seems likely that you're trying to abuse the system--based on our knowledge of the games that you've asked for money back on, how many games you own, your system specs that you've provided us, and a witch's brew of other metrics, we'll respond...unpleasantly.
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nijuu: Its good your tracking the no. of refunds for a given customer. I think i read somewhere Steam itself has a one off refund rule (for whatever reasons.....not sure of details)...Hopefully people using GOG arent the type to abuse the system, but one never knows i guess. Nice customer service thing :)
Yeah, I think most of the people, at least in the forums here, are pretty honest, and wouldn't abuse the system. But as life as taught me, there are douche-bags everywhere. I'm sure GOG has some measures in place to help prevent abuse besides tracking, at least I hope so. On a happier note, this is just another reason to do more business with GOG. They really do try to treat their customers right, and go above and beyond what most companies are willing to do.
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Community
General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
(231 posts)