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General discussionGOG REFUSES TO ISSUE REFUND AGAINST THEIR PUBLISHED POLICY(179 posts)(179 posts)
(179 posts)
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This is my favourite topic
Posted August 30, 2015
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sjleader: Snip
Since you're in the US, it's more likely that you used Paypal than other methods. You can issue a chargeback for anything within 30 days and force your refund that way. Then GOG will (promptly) remove the game from your account as opposed to dilly dallying around.

If you used another method that was more "direct payment instant cash" then you're probably at their mercy though. :P
Posted August 30, 2015
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sjleader: ...These people should understand that by igorning me it will only cause them bad publicity. ...
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Trilarion: This doesn't come across as very mature. Is it really just about the refund policy or more about personal feelings?

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Gecko24: I'm going to piggy back on this post - it's been 3 days since I posted a support ticket. How do we get responses to tickets? Will a response come within 5 days? Please help - the ticket number is YORXILBL and I'm only posting here since the support ticket system has not replied within a reasonable (3 days) time frame for a billing related question.
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Trilarion: We cannot help? If GOG doesn't anwer your support ticket, what possibly can we do?

Their support really is bad lately. It's sad but it's also a fact. Last time I got an answer to a support ticket it was months later.

If you think they owe you something (money, a game, ...) and GOG itself does not answer, contact CDPROJEKT (https://www.cdprojekt.com/en/Contact/Contact_details). As the mother company they are responsible for their daughter. If they do not answer, threaten them with a lawyer.

If it's just a general inquiry and they don't answer you it means they don't need your business. Take it personally, send them a "screw you" final message and be done with it. Go on and buy your games on Steam.

Bad service should not be tolerated. Amazon is a really shining example in this regard. It takes 5 minutes and they call you back and they are super-friendly and generous. At least that was my experiences.

So in this modern age: if someone doesn't answer - he is not interested in business with you. It's as simple as that.
Thanks, I feel contacting CDPROJKECT will be a good idea if a reply never comes, It was a mistake I made. I somehow purchased Fallout 1 for 9.99, when I wanted to get the 3 game pack (I can now not get the 3 game pack) and wanted to know if they could remove fallout from my account.


Anyways I wish you guys you luck and appreciate your feedback on this
Posted August 30, 2015
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Gecko24: ... Thanks, I feel contacting CDPROJKECT will be a good idea if a reply never comes, It was a mistake I made. I somehow purchased Fallout 1 for 9.99, when I wanted to get the 3 game pack (I can now not get the 3 game pack) and wanted to know if they could remove fallout from my account.

Anyways I wish you guys you luck and appreciate your feedback on this
That is a very reasonable request. As long as you do not download Fallout 1 I think you could/should be able to undo that transaction (especially in the light that you want to buy something else from them). However that requires a timely action on GOG's side which, it seems, they are unable to deliver.

Sadly this means that one should not recommend GOG in its current state. Whoever buys here must be aware that in case of a mistake GOG will likely not help you much. This is not good. It probably means that less people are inclined to actually buy here.

But we cannot do anything. This is solely GOG's responsiblity. If they can't get their act together, they can't. Nothing we can do about it.
Post edited August 30, 2015 by Trilarion
Posted August 30, 2015
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Trilarion: Sadly this means that one should not recommend GOG in its current state.
That is sadly the point we reached. Not so long ago I was really very enthusiastic about GOG, despite the fact I'm not very happy with how digital is replacing retail. Among all the policies spoiling the gaming industry GOG seemed like a safe haven, DRM-free, run by people who share the passion for gaming and care about the customers. I used to heartily recommend GOG to everyone. Now? Now I honestly could not do that in good conscience. I don't warn people away either, but I no longer encourage to join GOG. A lot has changed, various issues with the store and site multiply, and GOG refuses to communicate with us properly, no longer keeps us informed, and again and again I hear about support being... well, let's just say "unsatisfactory".

Again, I encourage everyone to vote here for a more communicative, transparent and helpful GOG.
Post edited August 30, 2015 by Breja
Posted August 30, 2015
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BillyMaysFan59: HI BILLY MAYS HERE FOR ALL CAPS!!! THE WORLD'S GREATEST WAY TO SHOUT ON THE INTERNET, GUARANTEED!!!!!
You are amazing!

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Gecko24: I somehow purchased Fallout 1 for 9.99, when I wanted to get the 3 game pack (I can now not get the 3 game pack) and wanted to know if they could remove fallout from my account.
If you buy a game part of a pack you can still get the pack discount minus the game you have.. i have done this for years. with good discounts and no issues.
Posted August 30, 2015
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BillyMaysFan59: HI BILLY MAYS HERE FOR ALL CAPS!!! THE WORLD'S GREATEST WAY TO SHOUT ON THE INTERNET, GUARANTEED!!!!!
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Starkrun: You are amazing!

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Gecko24: I somehow purchased Fallout 1 for 9.99, when I wanted to get the 3 game pack (I can now not get the 3 game pack) and wanted to know if they could remove fallout from my account.
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Starkrun: If you buy a game part of a pack you can still get the pack discount minus the game you have.. i have done this for years. with good discounts and no issues.
For this pack buying it is disabled if you already have one of the games (see attached screenshot), the main thing is that
1) Just bought fallout, 4 days ago when I saw the special, purchased the game by mistake instead of getting the pack. of 3 for 9.99, ended up buying 1 game for 9.99 (this is not a game I have previously owned/ not attempting to game the system)

2) Set up a support ticket 5 min after the purchase asking if the game could be removed from my account (it has never been downloaded)

3) at the time the deal still had 6 days XX hours to go so figured I could wait for a reply

**Mainly just interested in getting a reply to the support ticket

Also should note that I support GOG as a digital marketplace, it's still my favorite place to get games. so management if you see this post please keep in mind that I didn't post on the forums regarding the ticket till after 3 days of waiting and do believe that your company does a great job in general with managing this platform

Starkrun - Thank you for help also
Attachments:
gog-image.jpg (114 Kb)
Post edited August 30, 2015 by Gecko24
Posted August 30, 2015
Seems to me like the OP has a legitimate complaint, even if raging in the forum about is is no way to actually solve the problem.

The amount of times I've had to stress with support people to actually READ BEFORE RESPONDING is a joke. I just wind up sending the same damn thing several times before I get a human response. I know support centres are usually overworked and most people have the same basic problems, but I'd have thought that a quick look at the email before sending out an automated response would be doable.

I should point out though that I haven't had this problem recently with GOG. Although that may be to do with the total lack of support tickets I've sent them lately...
Posted August 30, 2015
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Navagon: I should point out though that I haven't had this problem recently with GOG. Although that may be to do with the total lack of support tickets I've sent them lately...
Customer Support has to be one of the most thankless jobs in the world. At the time someone needs it, they have probably reached "Wit's End" and are probably angry for having to get there.

Providing a solid product, providing timely patches when complaints happen, etc. are things that companies worth their salt try to do in order to make sure a customer is happy.

However, I should stress that 'support' team (at least from my experience) are not the developers. In many cases they do not have the analytic tools needed to resolve some really complex issues buried deep in code that has a bug in it.

They can, however, provide some pretty first rate support when it comes to mistakes in set up and configuration which probably comprise a fairly large percentage of complaints.
Posted August 30, 2015
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Gecko24: snip
Support should be able to gift you the other two games to fix the problem, especially since you paid exactly as much for the one that you should have paid for all three. That is pretty screwed up that these new bundles are all or nothing and combined with the gifting restrictions, you can't buy the other games at all if you own one, even if you wanted to...
Posted August 30, 2015
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Gecko24: For this pack buying it is disabled if you already have one of the games (see attached screenshot), the main thing is that
Don't be confused. Buying isn't disabled; gifting however is. You don't need to rebuy Fallout 1; just add Fallout 2 and Tactics to your order and you should receive the -66% discount and be able to complete your purchase.
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RWarehall: you can't buy the other games at all if you own one, even if you wanted to...
Is that true? Can't he just buy Fallout 2 and Tactics and still receive the discount? I do, for example, receive the discount for Morrowind when I own the other 2 Elder Scrolls games, even when I add just that one to the basket.
Post edited August 30, 2015 by Grargar
Posted August 30, 2015
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Breja: Supposedly size doesn't matter...
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Maighstir: Indeed, it is said that what matters is how you use it, not how big it is.
Well, that's a relief lol, I'm almost 50 so me and my dick finally have separate agenda's.Seriously, is a few dollars worth getting upset about something as minor as this?
Posted August 30, 2015
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oldschool: Well, that's a relief lol, I'm almost 50 so me and my dick finally have separate agenda's.Seriously, is a few dollars worth getting upset about something as minor as this?
While I do think th OP is overreacting, I can understand being pissed off about the principle of things more than money. After all, if you can't rely on GOG to provide support and/or refund in this case, can you rely on them doing any better for a 40$+ game?
Post edited August 30, 2015 by Breja
Posted August 30, 2015
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Grargar: Is that true? Can't he just buy Fallout 2 and Tactics and still receive the discount? I do, for example, receive the discount for Morrowind when I own the other 2 Elder Scrolls games, even when I add just that one to the basket.
I think you are right. Saw his screenshot, but he probably clicked the box for Fallout 1 himself. GoG "should" be able to just add the other two games since he already paid full price for the bundle (but accidentally only for one game). But we will see...
Posted August 30, 2015
That locked pack is crazy... have not seen that before. :/
One more day OP hope you can get some help!
Posted August 30, 2015
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JDelekto: ...
No disagreements there. I know it's a thankless job. I know most problems can be solved with really basic cookie cutter solutions.

But I think a better option (which is implemented many places) is a system whereby you're pointed to the obvious solutions before you're even able to contact support. That way you're not left waiting around for a response an automated system can (and probably does) deliver; and support knows that your ticket is actually something they've got to pay attention to and actually read.
Post edited August 30, 2015 by Navagon
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This is my favourite topic
Community
General discussionGOG REFUSES TO ISSUE REFUND AGAINST THEIR PUBLISHED POLICY(179 posts)(179 posts)
(179 posts)