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General discussionIf GOG wants me to go to them instead of Steam, maybe make sure you can get refunds for broken games. (51 posts) (51 posts) 
(51 posts) 
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This is my favourite topic
Posted October 13, 2021
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Breja: That's understandable, but since the support person indicated gameplay time tracked by Galaxy is (or at least may be) a factor, I need to once again ask - what about people who don't use Galaxy? Are they treated with more suspicion, because they can't be "checked"? Or are people who do use Galaxy making it potentially harder for themselves to get refunds?

Just to be clear - I am not trying to be a jerk or implying any intentional wrongdoing on your (GOG's part). I'm just genuinely puzzled by how can tracked gameplay time be a factor with an optional client many customers don't use.
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Magnitus: Based on my experience with customer service, when there's doubt and the person is not constantly asking for refunds, you give the benefit of the doubt to the customer (you won't jeopardize a repeat customer over a single purchase).

So, unless a significant proportion of transactions this person did were refunds, if the person is not using Galaxy and playtime is not tracked, whatever answer the customer gives will be his playtime.

This is customer service 101 in any company worth its salt.
I have never asked for a refund before, (not saying you were accusing me, just want to make it clear). So I am surprised by that too.
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Breja: So, I see there's no intention of answering my question and clarifying how the refund policy works? That's very nice. I guess there's no reason why we should know. It's more exciting to leave such things a mystery :D
It's interesting I'm still getting downvoted when there's shadiness on what the refund policy even is xD I don't get peoples' desires to coddle a company.
Post edited October 13, 2021 by Creo1
Posted October 13, 2021
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Creo1: It's interesting I'm still getting downvoted when there's shadiness on what the refund policy even is xD I don't get peoples' desires to coddle a company.
The reputation/voting system is completely borked, easily and commonly abused by trolls. There have beend entire threads where every single post has been downvoted. Best to just ignore it. After all, that's what GOG is doing.
Post edited October 13, 2021 by Breja
Posted October 13, 2021
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Creo1: It's interesting I'm still getting downvoted when there's shadiness on what the refund policy even is xD I don't get peoples' desires to coddle a company.
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Breja: The reputation/voting system is completely borked, easily and commonly abused by trolls. There have beend entire threads where every single post has been downvoted. Best to just ignore it. After all, that's what GOG is doing.
Except when they decide to punish people for rep manipulation. Except they can't track it. Until they can, and ban someone for it.
Posted October 13, 2021
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Breja: The reputation/voting system is completely borked, easily and commonly abused by trolls. There have beend entire threads where every single post has been downvoted. Best to just ignore it. After all, that's what GOG is doing.
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paladin181: Except when they decide to punish people for rep manipulation. Except they can't track it. Until they can, and ban someone for it.
Funny that the mass downvoting doesn't seem to constitute rep abuse. But hey, at least they're not doing something really silly, like clarifying how the refunds work in relation to tracking game time.
Post edited October 13, 2021 by Breja
Posted October 13, 2021
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Breja: The reputation/voting system is completely borked, easily and commonly abused by trolls. There have beend entire threads where every single post has been downvoted. Best to just ignore it. After all, that's what GOG is doing.
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paladin181: Except when they decide to punish people for rep manipulation. Except they can't track it. Until they can, and ban someone for it.
I've written a PM to Framboos about that, asking for the reasons for that ban. After he didn't want to state the reason publicly and locked the thread. Let's see whether there is ever a reply.
Posted October 13, 2021
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SmollestLight: Thanks for bringing this to our attention. After looking into it further, it became clear it’s a case of an unfortunate misunderstanding on the part of our Customer Support Rep – the technical issues with the game weren’t considered during the refund process, most likely due to the fact two tickets about the same inquiry have been made and only one was looked into at first (my recommendation for the future is to avoid opening more than one ticket about the same request and giving as much info as possible after you submitted your request).
Rest assured your cash refund request will be approved as soon as our Support gets back to you.

We’ve tried to make our voluntary refund policy as customer-friendly as possible, however we do err on the side of caution when considering the individual refund requests in an attempt to prevent any potential abuse. This case in particular should not have been considered as such, for what we sincerely apologize.
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Creo1: Thank you, I am truly glad this has been handled. I did not intend to open two tickets, I know that's the worst possible way to handle things, my internet has been acting up and may have resubmitted, just want to make that clear.
It sometimes happens that someone accidentally opens a ticket, or just to make sure :) I am happy we were able to clear the situation up for you!


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Breja: The reputation/voting system is completely borked, easily and commonly abused by trolls. There have beend entire threads where every single post has been downvoted. Best to just ignore it. After all, that's what GOG is doing.
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paladin181: Except when they decide to punish people for rep manipulation. Except they can't track it. Until they can, and ban someone for it.
As we mentioned in this thread, we don't ban people for rep abuse. We can't track reputation, and that's why we simply ask users to use it in justified cases in our Code of Conduct.

As people are now derailing the thread with another topic and since we managed to help OP, I will be closing this it now :)
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This is my favourite topic
Community
General discussionIf GOG wants me to go to them instead of Steam, maybe make sure you can get refunds for broken games. (51 posts) (51 posts) 
(51 posts)