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General discussionBought CP2077 'Phantom Liberty' DLC, but did not get it(10 posts)(10 posts)
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This is my favourite topic
Posted September 27, 2023
Hello,

on 25th of september I tried to buy the mentioned DLC.

First I chose to pay with PayPal, logged into my paypal account and confirmed the purchase. After confirmation I did not get any 'purchase successful' type of message saying that everything went right. It sent me back to checkout, so I thought that probably something went wrong, so I tried one more time, but this time I could not buy the DLC directly, but only as a GIFT. I was very confused and later I found out that I already own the DLC (DLC on store said I own it already), but I could not see any order being made in my order history.

In the meantime gog store site started to have issues and the whole site had an outage (about 2 times that day close to DLC release). Checked my bank account and I could see that DLC payment transaction was made, but the transaction was not charged yet (was 'pending'). I immediately created a support ticket hoping that someone can help me. So when DLC got released at 1am on 26th of september I went right into GOG Galaxy and checked if I got update for the base game. In base game DLC configuration section I had an option named 'Cyberpunk 2077 - EP1', so I checked it and it automatically triggered an 21GB update. The update got stuck at 5.8% and the download speed just went down to 0MB/s. I was like that for a good 30 minutes, when I decided to check wth is going on.

First I refreshed my gog account, then restarted GOG Galaxy, checked free space on my SSD, tried to redownload the update, checked my 'EXTRAS' for base game where I could download offline installer (could not download it anyway, because there is always some server error).
Then I checked the gog store again and suddenly the DLC was not owned and I could purchase it again.

It has been 2 days already without any response (only automated message) from support team and I politely replied 2 times already to provide as much info as possible about my issue. When I was creating the support ticket it said I should be getting response typically in 24 hours.

Was my support ticket lost or the support team is just too busy?

I really wanted to play it at release, but this made me regret the purchase of CP2077 and DLC on GOG honestly...

My ticket ID is: 468211
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Posted September 27, 2023
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Be@vis: it has been 2 days already without any response [...].
When I was creating the support ticket it said I should be getting response typically in 24 hours.

Was my support ticket lost or the support team is just too busy?
Here's an email from GOG support, that I received earlier this week:
-----------------------------------------------------------------
Quote: "Hello,

Thank you for contacting us. We apologize for the delayed response.

Currently, our technical support team is experiencing a high volume of inquiries, which has resulted in longer response times than usual.

[Paragraph in regard to my specific problem]


Best regards,
[support staffer]
GOG Customer Support"
-----------------------------------------------------------------
I received that email nine (9) days after my initial support request.
So, maybe wait a little longer than just two (2) days.
(my issue got resolved, btw)
Posted September 27, 2023
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Be@vis: but this time I could not buy the DLC directly, but only as a GIFT... later I found out that I already own the DLC (DLC on store said I own it already)
This is normal behavior for GoG, once it's in your library you can't add it a second time, while subsequent purchases can only be gifts (but you can't say buy 1 game 10 times, which would make getting a single code or 10 codes at once for a number of friends or employees difficult)
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Be@vis: tried to redownload the update, checked my 'EXTRAS' for base game where I could download offline installer (could not download it anyway, because there is always some server error).
Then I checked the gog store again and suddenly the DLC was not owned and I could purchase it again.
That does sound like an issue. If i look immediately under my game i can see the DLC in a separate part (As opposed to being in the extras on the right). So i figure Cyberpunk will be similar. Probably double check it.

Just to check, did your card/paypal get charged? Things sometimes barf. Once i heard people went to checkout, only for it to kick out without charging and giving a bunch of people like 20 games for free. Other systems mark something as being purchased and waits for a ping from the transaction to finish before they start processing the order, only reserving the item until payment is confirmed. And sometimes cards barf, payments not going through while if you had funds in your wallet or paypal wallet, i had yet to see it barf.

Either way you slice it; For the next week or two things will be likely slow handling, and with so many people downloading the update servers will have issues too. Along with submitted tickets being on the rise until things even out.

And from what i've seen expect it to take a week to get a ticket resolved (maybe 24 hours if you wanted a refund but didn't try to download the game, but this obviously isn't that case).

I wish you luck.
Attachments:
dlc.png (250 Kb)
Posted September 28, 2023
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rtcvb32: That does sound like an issue. If i look immediately under my game i can see the DLC in a separate part (As opposed to being in the extras on the right). So i figure Cyberpunk will be similar. Probably double check it.
Checked it again, but there is no DLC section for me.
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rtcvb32: Just to check, did your card/paypal get charged? Things sometimes barf. Once i heard people went to checkout, only for it to kick out without charging and giving a bunch of people like 20 games for free. Other systems mark something as being purchased and waits for a ping from the transaction to finish before they start processing the order, only reserving the item until payment is confirmed. And sometimes cards barf, payments not going through while if you had funds in your wallet or paypal wallet, i had yet to see it barf.
Checked my internet banking and the card got charged just right after I created this topic, but I still do not own the DLC. But I just noticed from another online payment I did today, that it is always not charged immediately, but it waits in some queue for some time until it is finally charged.

I think that the transaction failed midway when gog store was starting to go down as I mentioned that there were two outages in the time I was checking out and it just did not add bought items into my library.
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rtcvb32: Either way you slice it; For the next week or two things will be likely slow handling, and with so many people downloading the update servers will have issues too. Along with submitted tickets being on the rise until things even out.

And from what i've seen expect it to take a week to get a ticket resolved (maybe 24 hours if you wanted a refund but didn't try to download the game, but this obviously isn't that case).
Aaaah, 1-2 weeks is such a long time. I hope it is not going to take that long :)

Thank you for your reply!
Post edited September 28, 2023 by Be@vis
Posted October 05, 2023
Literally none of the reasons for the expansion not working correctly are even remotely acceptable here. You buy the game/expansion for said game. It says you bought the game/expansion for said game but the game does not show up. You then verify that you did indeed pay for said item/s at some point. At this juncture, once it is confirmed that you have paid for the game, either the game should work or someone from support should take care of it THAT DAY. This game and it's expansion have grossed over $2 BILLION USD. "We are experiencing high volume..." days after the initial inquiry is simply not appropriate. 9 days and we are starting to get into a full refund, keeping the product and being provided tech support to make it work. They were well aware of how many units Cyberpunk has sold. They are well aware of how many copies Phantom Liberty was expected to sell. There is absolutely no reason to be treated so poorly.

By the way, I pre-ordered Phantom Liberty on day one of availability. I can't find it in my library or extras either. I had been playing Baldur's Gate 3 never had an issue with GoG before so thought nothing of it until this morning when I went to play. I did update my game pre-Phantom Liberty release and 3 times since, with another just finishing as I type, so who knows, that may have fixed it. It only took about 10 minutes though so I doubt it. The simple fact is, I should not even be searching for "I don't see Phantom Liberty in my Owned Games on GoG" to begin with. This is a pretty simple function of an online store that almost never results in problems on Steam, Epic, Origin, Uplay, or GoG.

I will dig around the files manually to see if I can find it, but tbh, this is what ends up causing good games, DLC and expansions to get review bombed. Poor service, and worse service after the first service doesn't do what it is supposed to. "Maybe wait more than 2 days for a response."? Are you kidding me? Maybe don't take someone's money until the game/item purchased works. I promise, if the money was not taken until the game/DLC/Expansion was verified as working the customer service team size would be tripled and actually qualified to take care of any issues that may arise for even the most ignorant (tech-wise) of users.
Posted October 05, 2023
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_Cespenar_: Literally none of the reasons for the expansion not working correctly are even remotely acceptable here. You buy the game/expansion for said game. It says you bought the game/expansion for said game but the game does not show up. You then verify that you did indeed pay for said item/s at some point. At this juncture, once it is confirmed that you have paid for the game, either the game should work or someone from support should take care of it THAT DAY. This game and it's expansion have grossed over $2 BILLION USD. "We are experiencing high volume..." days after the initial inquiry is simply not appropriate. 9 days and we are starting to get into a full refund, keeping the product and being provided tech support to make it work. They were well aware of how many units Cyberpunk has sold. They are well aware of how many copies Phantom Liberty was expected to sell. There is absolutely no reason to be treated so poorly.

By the way, I pre-ordered Phantom Liberty on day one of availability. I can't find it in my library or extras either. I had been playing Baldur's Gate 3 never had an issue with GoG before so thought nothing of it until this morning when I went to play. I did update my game pre-Phantom Liberty release and 3 times since, with another just finishing as I type, so who knows, that may have fixed it. It only took about 10 minutes though so I doubt it. The simple fact is, I should not even be searching for "I don't see Phantom Liberty in my Owned Games on GoG" to begin with. This is a pretty simple function of an online store that almost never results in problems on Steam, Epic, Origin, Uplay, or GoG.

I will dig around the files manually to see if I can find it, but tbh, this is what ends up causing good games, DLC and expansions to get review bombed. Poor service, and worse service after the first service doesn't do what it is supposed to. "Maybe wait more than 2 days for a response."? Are you kidding me? Maybe don't take someone's money until the game/item purchased works. I promise, if the money was not taken until the game/DLC/Expansion was verified as working the customer service team size would be tripled and actually qualified to take care of any issues that may arise for even the most ignorant (tech-wise) of users.
I got a response from support team after 7 days of waiting, but their solution did not work. So, I provided all the issue details again and now it can be another 7 days for another response...

I completely agree with everything you said. I honestly regret my purchase on GOG, because of this. Like for real... there should be at least some kind of compensation for not be able to use the product I payed for 7 days ago (and even longer now).
Posted October 06, 2023
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Be@vis: Then I checked the gog store again and suddenly the DLC was not owned and I could purchase it again.
Maybe I missed it but did you verify the payment went through completely? I see you wrote it was pending at one point. Perhaps the transaction eventually failed and you need to pay again? Sorry if I missed you writing about this.
Posted October 06, 2023
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Be@vis: Then I checked the gog store again and suddenly the DLC was not owned and I could purchase it again.
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StingingVelvet: Maybe I missed it but did you verify the payment went through completely? I see you wrote it was pending at one point. Perhaps the transaction eventually failed and you need to pay again? Sorry if I missed you writing about this.
Payment was definitely charged.

First, it was pending, but 2 days later it went through. I did send an invoice from this transaction (PayPal + bank account) to my support ticket as well.
Posted December 07, 2023
this is how you destroy a company
Posted December 07, 2023
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INC3NSUS: this is how you destroy a company
This is insignificant compared to what Disney has done.
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This is my favourite topic
Community
General discussionBought CP2077 'Phantom Liberty' DLC, but did not get it(10 posts)(10 posts)
(10 posts)