skeletonbow: To be honest I think people are overreacting to your post and blaming the victim here.

almabrds: Yep.
And there's this thing called Photoshop, too :p

almabrds: Probably!
almabrds: Time shouldn't be a problem for him.
He wasted much more than 20 minutes in this thread alone.

BlackThorny: Actually what puzzles me the most - He didn't do the slightest research - Gog reviews on the game page he linked said Multiplayer isn't worth it.

tokisto: There is still hope I think... Someone reasonable, talking properly and politely. Thanks skeletonbow.

skeletonbow: The only thing that matters is if the OP actually qualifies for a refund or not. Whether he was lazy or not is subjective and irrelevant really. It's a given that the more information people read in terms of the game description, watching trailers and looking at screenshots, possibly reading reviews etc. then the more information they'll be armed with to make a better purchase decision. Everyone doesn't always have the time or feel the need to do that however, or they may read as much as they possibly can and still not find out about some issue or flaw.

What matters is not judging their character, but providing a good customer service experience. This person's complaint is that under identical circumstances - he was refused a refund but someone else was granted one. That is arguably a bad customer service experience regardless of whether or not he read the reviews/details. Either both/all customers should be issued a refund, or none of them should be - if their circumstances are exactly the same.

Also, in terms of customer service - even if it turns out they should not have issued a refund to the father due to the circumstances being the same, but did anyway - then it would be reasonable for them to make an exception in this case in the name of customer service, and I wouldn't be the slightest bit surprised if that's exactly what they do.

I know if I had the same experience as described here by the OP, I would be unsatisfied knowing someone with identical circumstances got a refund but I was refused, and I think every other person on GOG would feel the same if they had the same experience too.

This all assumes of course that their circumstances are exactly the same. If for example the father never did download the game, then his account would show he didn't and that could be why he got a refund. That would make things different. But if they all did download it and it's verifiable, then they should all get the same customer service result - whether they read the reviews or not.

Customer service 101.

I've had nothing but fantastic customer service from GOG personally. Even had them offer to refund me $40'ish for a game I bought 12 months prior and played for hundreds of hours just from asking them a question (nothing to do with a refund) - which I turned down because I didn't feel right taking the money and felt they were going way beyond the call of duty for what was just a question I had, and not a support request.

One final tip though to anyone and everyone - which are words to live by when it comes to interacting with support (GOG or anywhere really) - you get further with a smile and honey than with guns and anger. (TM), and when making assumptions about the experience you think you'll get - it's always best to assume good results than bad, as the assumptions will tend to affect the mood and language choices one uses.

almabrds: That's it, the OP was super lazy, to the point of not even reading the first review in the game page!

PaterAlf: This. Telling people that they have to look. LPs and read reviews is quite strange in this particular case. If you really can't play multiplayer mode right away in a game that is advertised as a multiplayer game, it should be stated at the game card.

lokiracer: Thanks for the input. I'll try contacting GOG again and reexplain the situation.

HypersomniacLive: And this.

HypersomniacLive: It should be more than apparent that there's no point in continuing to reply to posts here, just contact GOG Support, explain the situation once again, and ask for clarification.

skeletonbow: with guns and anger. (TM)