When will I expect to get a response/refund regarding a game that refuses to work? I haven't heard a peep out of customer service/support since I filed a support ticket. I have paid for quite a lot of titles and this is the first to give me issues (rune classic).

when did you send the ticket? They always respond just wait a little.

GOG support usually responds in less than 24 business hours, with their hours of business being normal global business hours local to Poland where they are. That would be something close to 9-5 Monday to Friday excluding holidays. So if you file a support ticket any time from Friday morning until early Monday morning before they open, you might have to wait until sometime throughout Monday to hear a response back. They do not have 24/7 support though, but they are very prompt every time I have had to submit a request and I've probably done 10-15 or more of them.

For game refunds, the policy is to try to help you to get the game to work first I believe and if that is not successful then they will do a refund however I've never needed to even try to get a refund because either the games work no problem or if I have had a problem I've either found the solution in the GOG forums or someone else here helps to get it going, or sometimes I find a solution in the Steam forums or via Google that does the trick. I always try to do that first rather than bothering GOG support though as I often find solutions in minutes rather than waiting for a support response (even though they are great at responding). Any time I have needed them to try to help get a game going, they usually have a one sentence answer that has the solution for me and it ends up working first try. That's been my experience so far and I'm quite happy with their support.

I'd recommend giving them a chance to help you get Rune to work and to try the GOG forums for that game as well. I have the game here too and would be willing to try and install it and see if I can reproduce your problem and perhaps help figure it out together if you'd be interested in trying that. (I haven't installed it yet myself)

Let me know if you'd like to give it a shot. I hate to see someone return a game and miss out on the fun they hoped to get from it due to a technical glitch. :)

7 days for any reason of dissatisfaction - in the EU at least - and thats due to legalities here. no idea about the rest of the world.

48 hrs at least for a response. Are you playing on Win 8? Rune Classic is not compatible with Win 8
http://www.gog.com/game/rune_classic

https://secure.gog.com/forum/rune_classic might have some useful info also That's cool too, but GOG's own policies are pretty nice too even without that. :)

true - though they don't yet quote the increased UK legalities on top of that in combination with regional pricing... bit weird. diesnt affect me yet though!

Well my two cents, I received a refund for Strike Suit Zero within a week's time. This was after Gog relayed trouble shooting steps and what not to see if there was any way for it to work for me. I feel dirty for asking a refund but hey I'm more annoyed the game didn't work.

Why? In the days of physical games, if it didn't work, you took it back.

I'm kind of stubborn too, so if I do buy a game that I can't get working and can't seem to get it working by my own hand, the community help, and GOG support, I am probably likely to keep the game anyway and just try harder or set up another machine possibly running XP with old stuff on it or something in the future. Or even try XP in a virtual machine or something, or try the game in Linux under Wine or some other crazy option. :)

Most games I get are $3 or less so I wont smash my keyboard or go on a random shooting spree if I can't get a game to work though. :)

The good news is, since 13 June, that has been extended to 14 days in the UK at least. The bad news is that the return policy only applies to physical goods or services.

With digital goods the retailer either has to wait 14 days before allowing you to download or the consumer has to give consent to waive their cancellation rights. This basically allows you to cancel at any point and for any reason before you download but not after. Of course you can still try to argue it was missold or defective after download.

You can read the relevant law here: http://www.legislation.gov.uk/uksi/2013/3134/regulation/37/made

Using windows 7 64bit. All other GoG releases have worked fine, this is the first to give real problems. Have tried everything. There's only so much I can do. I have tried the usual compatibility mode and a few other things found online.

Just curious, have you tried both Classic and Gold?

It's strange, the classic version never detected my gtx-560 and stops with a 'rune.exe has stopped' error, if I try the gold version the card is detected but then all I get is a general protection fault and an error message too long to write out here. It's the principal for me.. I paid for the remixed version even if it doesn't look hugely that different (despite the file size being prettty much doubled). I know it was only $1.99 but if I knew then what I know now, I could of spent that on something else.
:/

Oh I understand, if it doesn't work you shouldn't have to pay for it. I wish I could help more but rest assured the GOG staff will get to your aid. I can only imagine with the sale they are a little backlogged right now.