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General discussion (archive)Announcing Our New Guarantee!(19 posts)(19 posts)
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This is my favourite topic
Posted December 09, 2013
Game doesn't work for you? Tell us to fix it! If we can't we'll give you your money back!

So, you bought a game on GOG.com and you've run into some trouble launching and playing it on your system, despite the fact it meets the specs we've put on the game's catalog page? This happens rarely, as our test lab does its best to assure your experience with our titles is as smooth as possible. But it does happen. And when it does, we want to give you the best support you'll ever get from an on-line store. Just navigate to our Support section--it's quite possible that the solution to your problem is already posted there. If not, just fill in a ticket describing your troubles and our top men will do their best to fix it all for you, so you can enjoy your purchase.

orldwide Money Back Guarantee YouTube announcement

But what if they cannot find a solution? If such a rare event should occur, we'll give you your money back. Simple as that. If you buy a game on GOG.com and find that it doesn't work properly on your system, and our support cannot fix the problem, you get a full refund. It's a worldwide guarantee, and you have whole 30 days after the purchase date, to contact us about the refund.

There's even more! If you bought a game by mistake, or simply changed your mind about a purchase, you can get a full refund within 14 days, as long as the game wasn't downloaded. If in any doubt about our refund policies, please consult our FAQ.

We hope our Worldwide Money Back Guarantee will make you feel secure while you expand your DRM-free catalog on GOG.com. Having that said, we're confident that our titles won't give you any trouble in 99.9% cases!

NOTICE:
Even though this policy is introduced today, its effect goes back 30 days. If you bought a game within the last 30 days and have any of the trouble described here, contact us! We have you covered.
Post edited December 11, 2013 by G-Doc
Posted December 09, 2013
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Fever_Discordia: Cool!
I assume you mean that you have 30 days to open a support call about a fault and if it can't be resolved you can be refunded - i.e. you're not going to quibble that the refund request is more than 30 days if the fault was reported within it and we've been going back and forth trying to get it working?

PS Messiah is working great now - even better than my own hacking to get it working with the 3dFX exe and nGlide, I still had some sound issues when I did it myself but the new GOG version is working perfectly! \o/
You are correct. Tell us about the problem in 30 days--if we take 5 or 10 days and can't solve it, that's not your problem, it's ours.
Posted December 09, 2013
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Fesin: That's very cool, but I wonder if it can't be easily exploited? How can you actually check if the game works on a customers machine or not?

On the other hand, I guess for most people it's easier just pirating the GOG.com-versions of games directly, instead of buying a game, downloading it, dealing with the support, and getting a refund.
We can't. But as we mention in the FAQ: we *are* tracking how many times a user asks for a refund. if it seems likely that you're trying to abuse the system--based on our knowledge of the games that you've asked for money back on, how many games you own, your system specs that you've provided us, and a witch's brew of other metrics, we'll respond...unpleasantly.
Posted December 09, 2013
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ZPavelZ: Well this is actually legitimately great news. No ... THIS IS GREAT NEWS!
However, how are you going to deal with gifts? I mean I would assume the 14-day moneyback wouldn't affect those otherwise there would be room for potential scamming/abuse.
The FAQ talks about it, but basically whoever buys the game gets the money back when a refund is issued; the service complaint needs to originate from the account that actually owns the game, though.
Post edited December 09, 2013 by TheEnigmaticT
Posted December 09, 2013
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TheEnigmaticT: The FAQ talks about it, but basically whoever buys the game gets the money back when a refund is issued; the service complaint needs to originate from the account that actually owns the game, though.
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ZPavelZ: But wouldn't that make scamming possible? E.g. as in person A buys a gift, trades it for something with person B and then applies for a refund? (This person could also make such actions from multiple new accounts with new dynamic IPs).

I mean don't get me wrong, I'm ecstatic about this new service addition, I just think it needs a little bit more polish.
Person "A" buys a gift and presents it to person "B". Person "B" (the guy who got the gift) needs to be the one asking for the refund. If the game doesn't work on his system--and our Support guys can't help--then person "A" gets back the money for the gift.

Scamming that doesn't seem very plausible to me?

EDIT: and by the time you're going round robin with multiple accounts and dynamic IPs, I think it's probably easier to just pirate the game than it is to think of increasingly clever ways to scam us.
Post edited December 09, 2013 by TheEnigmaticT
Posted December 09, 2013
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Johnmourby: Mr Enigmatic, is that you? You look so much younger than I expected you to (Thinner too. Make of this what you will).
That *is* me. I'm old like the hills (32), but flattery will get you everywhere. :P
Posted December 09, 2013
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Vitek: Most important question, who are the people in customer support in the video?
Is that Thiev? Then ther is Firek I guess but who's the rest?
Nope, not her - she was spared the gruesome horrors of support work. ;)

The lady person is Natalia, and the rest of the guys are JuriJ and Konrad - our newest colleague. :)
Post edited December 09, 2013 by Firek
Posted December 09, 2013
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Vitek: Most important question, who are the people in customer support in the video?
Is that Thiev? Then ther is Firek I guess but who's the rest?
Each time I'm captured on photo / video, my ninja powers wane considerably.
I'm doing my best to avoid that :D
Posted December 09, 2013
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Firek: Nope, not her - she was spared the gruesome horrors of support work. ;)

The lady person is Natalia, and the rest of the guys are JuriJ and Konrad - our newest colleague. :)
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tfishell: Natalia and JuriJ! I been in contact with them a few times via the Support page. (As in, suggestions for GOG, not issues with my games ;)

Hey, can somebody post that picture of the Support people posing with weapons? I have it on my hard drive I can't access currently.
Hey now, that wasn't just Support folks in that pic, you know :P
Posted December 09, 2013
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tfishell: Natalia and JuriJ! I been in contact with them a few times via the Support page. (As in, suggestions for GOG, not issues with my games ;)

Hey, can somebody post that picture of the Support people posing with weapons? I have it on my hard drive I can't access currently.
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JudasIscariot: Hey now, that wasn't just Support folks in that pic, you know :P
Actually I was the only support dude on that pic, as far as I recall. :)
Supporting users, one buckshot at a time.
Posted December 09, 2013
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serpantino: I'm glad gog introduced this because, coincidentally, none of the games I have bought in the last 30 days are working!

Hope gog has some anti-abuse methods in place.
Coincidentally, we do.

Incidentally, in reference to the shirts that you see me and Firek wearing: they're actually going to show up in a video that we will be releasing next year, after which it *may* be I'll find a way to make them available for sale. :)
Post edited December 09, 2013 by TheEnigmaticT
Posted December 09, 2013
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tfishell: Sorry, did not remember the full context of the photo, other than (iirc) something about "higher-ups" like TET being out of the office and the "while the cat is away the mice will play" idea. ;)

So, where is the pic? ;)
That one?
Posted December 09, 2013
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gospodin.kulicmi: One question.... when will paysafe work???
We already have the option to use Paysafe cards :)
Posted December 09, 2013
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gospodin.kulicmi: I know my friend but i want to buy the trine package but when i check paysafe i come to techinal issue site. Help! want trine :)))
Please contact Support with payment issues and they'll help you out right quick :) Sorry to hear you're having trouble but rest assured I think most of it is just growing pains as we did just bring the Paysafe option just about a week ago:)
Posted December 09, 2013
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gospodin.kulicmi: Thanks!! BTW your a great site gog. Greetings from Zagreb!!!
You're welcome! Greetings from Warsaw! :)
Posted December 09, 2013
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gospodin.kulicmi: i sent an e mail right away to support. the answered with a ticket number ?? sorry for being off topic.
Yes, that's standard. It's so you can easily refer to that number when inquiring about your issue :)

As of right now, there's no one in the office but we should get to your ticket tomorrow :)
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General discussion (archive)Announcing Our New Guarantee!(19 posts)(19 posts)
(19 posts)