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General discussion (archive)Support ticket unanswered in 2 weeks(16 posts)solved(16 posts)solved
(16 posts)solved
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Posted July 06, 2014
As the title says, I submitted a support ticket about 2 weeks ago (june 23rd iirc) requesting a refund for a game, bought the 22nd ,based on their 14 day no-download policy and havent heard anything since.

I have confirmation it was received but have not heard a word out of them after that. Is this normal? How long should i expect to wait and does this invalidate my original request, even though I filed it well within the refund period?

Apologies if this is the wrong place to post this but I'm getting a bit fed up of waiting.
Thanks for any and all help
This question / problem has been solved by Firekimage
Posted July 06, 2014
Hold onto your berad.
Posted July 06, 2014
That's strange. Usually support gets back really quickly. I would suggest either email support again or pm a blue.
Posted July 06, 2014
No, I don't think it's normal, but I can't say for sure about refunds . I would send it again (or just reply to the confirmation email).
Posted July 06, 2014
Considering how soon we are after a big long 2 week sale of games, i wouldn't be surprised they are backlogged with lots of tickets to go through. That's the only thing i can think of...
Posted July 06, 2014
They're all scurrying around the office trying to find the key to unlock Divinity. Give them time.
Posted July 06, 2014
Inconceivable!
Posted July 06, 2014
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Spinorial: Inconceivable!
Stop rhyming now! I mean it!
Posted July 06, 2014
I currently have a ticket in as well. I sent it in June 13, I received a reply asking for more information on June 19. I replied back right away, but have not yet received another response.

I think they are just busy, in my experience GOG customer support has always been exceptionally helpful (although normally replies only take a few days at most). I'd say you have nothing to worry about, your original request went in within the 14-day period so you'll be fine, GOG wouldn't try to screw you.

UPDATE: Just got a reply back from GOG support now, apologising for the delay due to the large number of tickets, and everything was resolved to my satisfaction :)
Post edited July 07, 2014 by 01kipper
Posted July 07, 2014
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Spinorial: Inconceivable!
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rtcvb32: Stop rhyming now! I mean it!
Would anybody like a peanut?
Posted July 07, 2014
Er where does it have the 14 day no download policy?. Only policy im aware of is the world wide guarantee (and only then if support cant get it to work for you)....
Posted July 07, 2014
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Niggles: Er where does it have the 14 day no download policy?. Only policy im aware of is the world wide guarantee (and only then if support cant get it to work for you)....
Check Terms of use bottom link. within 14 days you can exchange or get a refund, or if you have technical problems support can't help with you can get a refund on your purchase within 30 days.

Final sale
A sale is considered final either 14 days after purchase OR when you make a download attempt for a game or its bonus content. Once either of those happens, you no longer will have any return, exchange or refund options unless you have technical issues covered by paragraph “Technical issues" above.
Posted July 07, 2014
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Niggles: Er where does it have the 14 day no download policy?. Only policy im aware of is the world wide guarantee (and only then if support cant get it to work for you)....
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rtcvb32: Check Terms of use bottom link. within 14 days you can exchange or get a refund, or if you have technical problems support can't help with you can get a refund on your purchase within 30 days.

Final sale
A sale is considered final either 14 days after purchase OR when you make a download attempt for a game or its bonus content. Once either of those happens, you no longer will have any return, exchange or refund options unless you have technical issues covered by paragraph “Technical issues" above.
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rtcvb32:
thanks.never seen or wondered about it before :)
Posted July 07, 2014
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Beardley: As the title says, I submitted a support ticket about 2 weeks ago (june 23rd iirc) requesting a refund for a game, bought the 22nd ,based on their 14 day no-download policy and havent heard anything since....
No, it's not normal. Contact them again and refer to your previous message. Your first request might have gotten eaten by the system, due to heavy work and server load during the big summer sales.
Posted July 07, 2014
high rated
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Beardley: As the title says, I submitted a support ticket about 2 weeks ago (june 23rd iirc) requesting a refund for a game, bought the 22nd ,based on their 14 day no-download policy and havent heard anything since.

I have confirmation it was received but have not heard a word out of them after that. Is this normal? How long should i expect to wait and does this invalidate my original request, even though I filed it well within the refund period?

Apologies if this is the wrong place to post this but I'm getting a bit fed up of waiting.
Thanks for any and all help
I have just issued that refund a couple of minutes ago - I'm very sorry that you had to wait so long. You sent your request to the "Other" mailbox, which is typically given the lowest priority during periods of time when we're experiencing increased support traffic. The entire summer promo was such a time, along with last week's developments, but we should be on track with the "Other" section by the end of this week, finally. In such high-traffic periods, we focus on other sections, and our priority in the Other mailbox is to fish out tickets related to present, time-sensitive issues, if there are any present.
Once again, I apologize, and in the future I strongly recommend using the "Orders and payments" section when asking for a refund.
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General discussion (archive)Support ticket unanswered in 2 weeks(16 posts)solved(16 posts)solved
(16 posts)solved