Well my first thought was that there was an unusual concentration of arsehole to the posts on the second page, judasiscariot, outoftimer, weclock & shmutt most notably

I saw those, as i saw the ones where people (just like Peter did) tried to make him feel better by saying Arx was a great game (Edit: just to clarify, Arx is indeed a great game), the ones where people were trying to acess the exact nature of the problem and those, like yours, where people tried to explain him that the answer he got from support wasn't snarky at all.
It still doesn't look like heard mentality to me...
Then there's posts 33 & 34, but let's not go there...please...

Just, please, no Microsoft-ish solutions:
"Are these the games you want?" *click yes*
"Are you sure?" *click yes*
"Are you really sure?" *click yes*
"Maybe you should check again, just to be on the safe side. Are you still sure?" *log off*
That's right, Vista UAC, I'm looking at you!

Well, if I was truly being an arse to the OP, then I apologize. But in the future he should look over his order carefully before entering any CC numbers and confirming the purchase. After all, no one forced him to anything on the site.

For what it's worth, I've been a member for a year and have purchased 15 games in total without any problems. Thanks gog

I think customers expect service questions to be answered in a professional tone, but still complain when the tone is too professional and impersonal. From a CSR's perspective, either way, he won't be able to win. I didn't think the E-mail was negative, but the buyer was already sour and interpreted the message in that manner.
From the Interplay promo, on the checkout page, I made sure to count the number of games several times before committing to the purchase. On the internet, I don't just let my CC "fly loose" without reading over everything.

Excellent advice. No matter what site you're on, ALWAYS triple check EVERYTHING!

While I didn't find Peter's response to be snarky at all (i actually prefer CS reps who are friendly and human, rather than robotic and corporate), and I think that the title of the post was very badly chosen...
... i don't think that jumping on every new user who makes a small mistake is a great way to promote the whole "classy community".
To the original poster, if you're still reading: Generally everyone here is friendly and mostly grown up, so don't let this thread drive you away. It's just that they ARE a community... so coming in and criticising GoG on your first post tends to upset them.
It's like me going to america and then suddenly launching into an anti-america rant. Right or wrong doesn't come into it - it just makes people defensive of their friends.
This seems like a pretty reasonable idea to me. As long as the user hasn't downloaded it.

I like this idea. I'm for it.

Very well-stated.

He remains silent. That means he feel stupid now.
Also as it was stated: Arx Fatalis is not a part of the promotion. And your fault that you didnt check your cart before paying.
I got once an issue with cart, that made me to pay twice for one game. GOG had no problems with solving that problem. So well... Once again: its your fault.

They must have a way to verify that a title has not been downloaded, which is where the Refund policy can slide in.....maybe a 3-day without download refund policy.
I agree, whether the fault is that of the OP or not, surely GOG do have access to server logs and the like that can track when and how often a certain account has downloaded the games attached to it. Thus, if they can check their logs and see that you didn't download the game (or any of the extras) within the first 72 hours of purchasing, then a refund or offer of an exchange would make sense.
It's good for customer relations after all.
I also agree that people really shouldn't be jumping on this guy calling him an idiot; it's not helping in persuading him customer to continue to be a customer.

We should all visit [url=www.gog.com/en/forum/general/the_official_feel_good_and_be_good_to_others_thread/]this thread[/url] again.

Excellent suggestion brother jimmy. Goggers, your pennance is to go there and read posts 1-53
From 54 onwards we start talking about blowing stuff up with frag grenades. They're made of gold though so are awesome (if somewhat less effective as a kinetic shredding weapon)

IDEA!!!! Ask for an exchange!
Just don't download the game or the extras(they can tell if you've done it) and then say you want an exchange.
Good luck, and please continue to support GOG, regardless of the situation, this a great place to shop and the goods are top notch!
Take care