I would think the former.

And I just made my first contact with GOG suport: on Thursday I sent message with my issue (I was charged twice for transaction I made), on Friday I got answer from GOG and 3 business days later I got $ back on my CC. Thumbs up for Juri and support team.

@ OP: You emphasized that you are seasoned member and purchased lots of games here which leads me to a conclusion that it’s first time you have serious problems with running it. If that is the case don’t you think what you wrote a bit … inadequate?

Apologies, but I know I saw an 8 there somewhere down the line :P

And appreciate that you gave us the name of the game that is giving you issues (unless you're giving us that name as a red herring)

This has been my only experience with their support team and it's the worst I've ever encountered. I'm not basing it on anything other than that.

5/5 thread would read again.

Hmm...what would you say if DK2 was first and only game you purchased here. That all games on GOG are broken? ;-)

Do we really have to go back to DK2's release thread? Can't we just leave it dead and buried?

DK2 was the reason for him to contact support

I think GOG has sometimes refunded too against their policies, for example the "GOG has no integrity!" (or whatever) complainer who wanted his money back because the GOG version of Alan Wake (or something) didn't include a Steam key. He had apparently started the download too, but not finished it. I think in the end GOG decided to refund, if I recall correctly.

That said, I don't see why you are in such a hurry to get a refund. Wait until the support guy who knows the game the best can look into the problem, and if you still have problems, maybe start the discussion about the refund again. As you may well understand, refunds can be quite a problematic issue for a DRM-free site, as they can't tell for sure if you are keeping a local backup of the game even though the game is removed from your account. One exception I can think of is if the release is so buggy that it seems to cause severe problems for most people, ie. there is no question about it.

As I see it, if the ability to get refunds is high on your priority list, a DRM-free site like GOG might not be your best bet. DRM-sites at least have technical ways to try to prevent you from playing the game, even after you have downloaded the game.

And if it wasn't revealed already, it would be nice yo hear what is the game causing you problems.

I think it was revealed in this post, but what the actual problem is was not given.

What's wrong with DK2?!? *shaking his fist*

Dungeon Keeper 2 is actually an interesting case, because it went from "Damn some GOG games are sooooo buggy! How does GOG dare to sell games like this?" to "Wow, GOG really seems to care for their older releases too.".

Bingo!

I've only read three topics this guy is in, this being one of them.

The first was his rant about Mutant Mudds and warning everyone not to buy it.

The second was him attacking the developer of CYPHER because the game shouldn't have been released "broken". Of course, he's never played the game. He's just decided it's 'broken' because a few people in the topic said it had problems.

And now GOG are a 'fail' because they won't drop everything and deal with his game problems, even though they've told him the guy who probably can fix this is on vacation..

"Inadequate person". I like that :)

I can only assume you installed the hardware acceleration patch, but if not do so because it took Dungeon Keeper 2 from one of the buggiest games on the site to one of the more solid ones.

So it was indeed Dungeon Keeper 2? Ok, so is the latest DK2 patch/updated version still giving some people (or at least one person) problems? Maybe there is still some work to be done there, albeit for me the latest version seems to work pretty much perfectly (at least the little I have played it), even though I was one of those affected by the earlier ATI/AMD black screen problems of DK2.

And of course it also depends whether the game is fully unplayable (e.g. always crashing on startup), or only unstable, ie. crashing occasionally, but still can be played. Heck, I was able to complete Magic Carpet 2 even though on some levels it kept crashing quite often, at least if I let too many objects roam free on the scenery.

And if it is indeed Dungeon Keeper 2, then I can understand even better if GOG wants the person(s) who made those AMD fixes to come back from vacation. After all, this way they may be able to detect some undiscovered bug with their most recent patch.