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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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keeveek: 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...
Maybe. Probably.
I don't know, I have no idea how hard it is to track them, how easy it is for them to conceal their identities, and how much more effort that would be - it's just one of the risks I just thought of, that haven't been brought up yet.
Posted December 09, 2013
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ZPavelZ: 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).
I still don't see any problem for the code intended to be used as a gift. I can't even think of some far-fetched situation for this to be a problem.
Let's suppose I've got a gift, I redeem it and then the gifter claims a refund. GOG knows that the game sits on my shelf, what would he say? "Damn, I bought a gift for someone but it turns out that he doesn't like it, and he also doesn't pay attention to what he redeems, and in addition he's a shy guy to say anything to you so, please, don't try to communicate with him to verify if all this is true. Would you give me my money back?" ·__·
Post edited December 09, 2013 by park_84
Posted December 09, 2013
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park_84: I still don't see any problem for the code intended to be used as a gift. I can't even think of some far-fetched situation for this to be a problem.
Let's suppose I've got a gift, I redeem it and then the gifter claims a refund. GOG knows that the game sits on my shelf, what would he say? "Damn, I bought a gift for someone but it turns out that he doesn't like it, and he also doesn't pay attention to what he redeems, and in addition he's a shy guy to say anything to you so, please, don't try to communicate with him to verify if all this is true. Would you give me my money back?" ·__·
Yeah you kind of answered your own question just now. It would be quite similar to the PayPal transaction reversal scamming scheme.
Posted December 09, 2013
Just another voice saying "Well done GOG".
Posted December 09, 2013
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Fesin: ...I have no idea how hard it is to track them, how easy it is for them to conceal their identities, and how much more effort that would be - it's just one of the risks I just thought of, that haven't been brought up yet.
Best way to tracking them down might be to watermark each installer. Afaik it's done with music and movies.

The whole thing is not about fighting piracy or fighting scammers. GOG's idea is that this fight is not worth it. Instead they focus on the honest customers. And actually I discovered that games here are so cheap and I spend so little on them that I often give games away. Already gave 40 games away, mostly because they are so cheap (and good). People who pay here for a game and then want the money back probably really have a problem with the game and feel like they were deceived. They will probably come again and buy again because the service is good.
Posted December 09, 2013
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IAmSinistar: Just another voice saying "Well done GOG".
Same here. :)
Posted December 09, 2013
This is very cool, as long as we can expect rigorous testing before release to continue.
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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/
Love to hear "success stories" like this. nGlide/Zeus Software is turning out to be an excellent partnership for GOG, I think. :D
Posted December 09, 2013
I like the idea, but humanity being what it is, I feel kinda bad for GoG. I can just see how much this is going to be abused.
Posted December 09, 2013
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tfishell: This is very cool, as long as we can expect rigorous testing before release to continue.
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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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tfishell: Love to hear "success stories" like this. nGlide/Zeus Software is turning out to be an excellent partnership for GOG, I think. :D
I got my retail copy of Klingon Honor guard working with it a while back too - great little compatibility utility!
Posted December 09, 2013
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Vitek: 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?
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. :)
Post edited December 09, 2013 by Firek
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).
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TheEnigmaticT: That *is* me. I'm old like the hills (32), but flattery will get you everywhere. :P
How dare you sir? If you claim to be "old like the hills" at age 32 that means I will be old as the hills next year. We are still young men!
Now if you'll excuse me I have to go yell at some kids to get out of my yard.
Posted December 09, 2013
I wasn't impressed by AC : Directors Cut and i can't even beat the game, i blocked the game accessing the internet and in later in the game the game just randomly freezes and i can't fix that. I wish i had bought this game few weeks ago instead of buying it like a year ago
Posted December 09, 2013
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Vitek: 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?
Each time I'm captured on photo / video, my ninja powers wane considerably.
I'm doing my best to avoid that :D
Posted December 09, 2013
A big thank you GOG!
Posted December 09, 2013
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Vitek: 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?
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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. :)
Natalia and JuriJ! I been in contact with them a few times via the Support page. (As in, suggestions for GOG, not issues with my games ;)

Hey, can somebody post that picture of the Support people posing with weapons? I have it on my hard drive I can't access currently.
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This is my favourite topic
Community
General discussion (archive)Announcing Our New Guarantee!(231 posts)(231 posts)
(231 posts)