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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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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.
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Fuz: 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.
I have to admit that did cross my mind. I hope it isn't abused but I figure there must be one or two assholes out there who will if for no other reason than because they can.
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
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cyboff: Yes, I saw it, but I can't test it now... But thanks anyway!
It's really working :) Not a complete fix but better than waiting :D
Posted December 09, 2013
Origin like refund huhu.. Nice move, GOG!
Posted December 09, 2013
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Malek86: Only for GOG though. If for example Steam did something like this, it would be much harder to cheat. But people could still do it for short games, pretending they don't work.
Why on earth would anyone do this instead of simply downloading the GOG version from torrents?

By the way, 14-day refund policy for things bought online is a standard in most EU countries (10 days in Poland), and the world didn't collapse yet. People who are trying to scam the system are minorities of the minority and that's not something that should concern legitimate users.

It's good that GOG support improves.
Post edited December 09, 2013 by keeveek
Posted December 09, 2013
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koima57: Origin like refund huhu.. Nice move, GOG!
That's not entirely true. At least not this newspost. It only concerns refunds when either not downloaded, or if downloaded and you can't get it to work.

Origin Refund policy is, download, play. Still not happy even if there aren't any problems? Get your money back. (within 24 hours of starting to play)

They also have the return policy when not downloaded, but only for a week after you bought it.

That said, Origin's refund policy only works for EA's games, and not for DLC.
Post edited December 09, 2013 by Pheace
Posted December 09, 2013
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Pheace: Origin Refund policy is, download, play. Still not happy even if there aren't any problems? Get your money back. (within 24 hours of starting to play)

That said, Origin's refund policy only works for EA's games, and not for DLC.
But isn't EA an evil corporation sacrificing infants in the name of Satan?
Posted December 09, 2013
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Malek86: Only for GOG though. If for example Steam did something like this, it would be much harder to cheat. But people could still do it for short games, pretending they don't work.
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keeveek: Why on earth would anyone do this instead of simply downloading the GOG version from torrents?
Man, you're in GOG's forum and you're saying things like that. Why not pay for the games that you like anyway? I mean, there wouldn't be GOG in the first place if there weren't a group of people who were dedicated to and responsible in providing customers worldwide with DRM-free games. Surely you must know that, through purchasing games here, we're helping them and ourselves keep this site alive. It's Christmas, man. At least be appreciative and give some.

No fighting here, folks. Just wanted to express what I had in mind.
Post edited December 09, 2013 by theorangekid
Posted December 09, 2013
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koima57: Origin like refund huhu.. Nice move, GOG!
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Pheace: That's not entirely true. At least not this newspost. It only concerns refunds when either not downloaded, or if downloaded and you can't get it to work.

Origin Refund policy is, download, play. Still not happy even if there aren't any problems? Get your money back. (within 24 hours of starting to play)

They also have the return policy when not downloaded, but only for a week after you bought it.

That said, Origin's refund policy only works for EA's games, and not for DLC.
Oh my bad, I would have liked it the same as Origin for GOG.. Still, nice move for games like Gorky 17 causing issues to run for most customers computers, don't know of any black sheep like this one yet. :P
Post edited December 09, 2013 by koima57
Posted December 09, 2013
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theorangekid: Man, you're in GOG's forum and you're saying things like that. Why not pay for the games that you like anyway? I mean, there wouldn't be GOG in the first place if there weren't a group of people who were dedicated to and responsible in providing customers worldwide with DRM-free games. Surely you must know that, through purchasing games here, we're helping them and ourselves keep this site alive. It's Christmas, man. At least be appreciative and give some.

No fighting here, folks. Just wanted to express what I had in mind.
All I meant was people buying a game on GOG, downloading the installer and then cheating GOG customer support for days to get the money back is beyond ridiculous and noone who isn't mentally ill will attempt such things. Because it's much easier to download the same freaking installer from torrents.
Posted December 09, 2013
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koima57: Oh my bad, I would have liked it the same as Origin for GOG.. Still, nice move for games like Gorky 17 causing issues to run for most customers computers, don't know of any black sheep like this one yet. :P
For Origin it's a lot easier probably.

For one, the bulk of their games are EA games anyway. If GOG or Steam tried to do the same it'd start a massive outcry from people demanding the same treatment for all games, which is completely unrealistic.

Secondly, and probably more importantly when GOG is concerned, most of EA's big hitters have DRM, so a refund policy is more effective in those cases. People could still abuse it to rush through a game and then refund but that's a hit they're taking I assume and I assume like GOG, they'll be keeping an eye on the people who abuse this.

I have no doubt that both CDP and Valve would gladly stand for the quality of their games for a 24 hour period. They tend to be good games, good quality and in high enough demand that it wouldn't be much of an issue for either. But it would affect their stores, or rather, the customer's perception a lot more than it would Origin I think.
Posted December 09, 2013
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koima57: Oh my bad, I would have liked it the same as Origin for GOG.. Still, nice move for games like Gorky 17 causing issues to run for most customers computers, don't know of any black sheep like this one yet. :P
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Pheace: For Origin it's a lot easier probably.

For one, the bulk of their games are EA games anyway. If GOG or Steam tried to do the same it'd start a massive outcry from people demanding the same treatment for all games, which is completely unrealistic.

Secondly, and probably more importantly when GOG is concerned, most of EA's big hitters have DRM, so a refund policy is more effective in those cases. People could still abuse it to rush through a game and then refund but that's a hit they're taking I assume and I assume like GOG, they'll be keeping an eye on the people who abuse this.

I have no doubt that both CDP and Valve would gladly stand for the quality of their games for a 24 hour period. They tend to be good games, good quality and in high enough demand that it wouldn't be much of an issue for either. But it would affect their stores, or rather, the customer's perception a lot more than it would Origin I think.
Very true, on GOG once the DRM Free installer downloaded, you could keep and use it while getting a refund on a fake malfunction.. While online check is preventing this crap to happen.

I forgot for a second the vultures out there abusing each and every system to the bones.. silly, me.. >.<
Posted December 09, 2013
Thanks, gOg, for treating your customers like adults and having some trust in us. Same for the devs / pubs who choose to sell their titles here.

We WANT to pay for your goods. That's why we're here. And sometimes, despite best efforts on both ends, a title simply will not function for user xyz. Allowing a refund is a bit of a leap of faith for gOg and the content providers, but so is DRM-free in the first place.

So again, thanks for trusting us.
Posted December 09, 2013
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keeveek: All I meant was people buying a game on GOG, downloading the installer and then cheating GOG customer support for days to get the money back is beyond ridiculous and noone who isn't mentally ill will attempt such things. Because it's much easier to download the same freaking installer from torrents.
That's probably true, but I did find a group of people who could exploit this:

The distributors of GOG.com games. Right now, the people who put the games on TPB still have to pay for it, so at least GOG.com makes money off of them. But now they could cheat the game out from GOG.com, and then put the installers online for everyone to pirate, without losing any money.
Posted December 09, 2013
Most important question, who are the people in customer support in the video?
Is that Thiev? Then ther is Firek I guess but who's the rest?
Posted December 09, 2013
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Fesin: The distributors of GOG.com games. Right now, the people who put the games on TPB still have to pay for it, so at least GOG.com makes money off of them. But now they could cheat the game out from GOG.com, and then put the installers online for everyone to pirate, without losing any money.
Tracking them down would be much easier than tracking down someone who bought the game and then uploaded it. it's taking more unnecessary risk when someone who boght it will upload it anyway...
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This is my favourite topic
Community
General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
(231 posts)