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General discussionCustomer Support and why I hate GOG(21 posts)(21 posts)
(21 posts)
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This is my favourite topic
Posted November 26, 2018
low rated
I have only ever bought one product from GOG, and this was less than a week ago. It didn't work, so naturally I put in a request for a refund. Mind you, I had 6 minutes on the product due to troubleshooting and going through all the motions to try and get it to work. None of em helped. I submit a ticket, get a few replies that do nothing for me, and haven't received a new reply for two days.

Submit a new one, get a reply telling me troubleshooting techniques, try the one I didn't do, still doesn't work. I express this, ignored and CLOSED TICKET.

Submit a THIRD ticket to try and just leave with my damn money back. Closed immediately.

This is ridiculous.
Posted November 26, 2018
In your case, you should can get the refund.
Try open the 4th ticket.
Posted November 26, 2018
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kbnrylaec: In your case, you should can get the refund.
Try open the 4th ticket.
I've been trying. Beyond frustrating.
Posted November 26, 2018
GOG isn't Steam. How long you use a product is irrelevant, if you download it, you can't get an easy refund after that.

In most cases you don't even need it, as games usually work as is, or with very little tweaking.

As you don't tell what game you are talking about, and don't tell what computer you are using, we really can't help with anything.

GOG may have its issues, but I haven't had a game so far that refuses to work at all. And customer support has always been very helpful with anything that I approached them about.
Posted November 26, 2018
low rated
avatar
PixelBoy: GOG isn't Steam. How long you use a product is irrelevant, if you download it, you can't get an easy refund after that.

In most cases you don't even need it, as games usually work as is, or with very little tweaking.

As you don't tell what game you are talking about, and don't tell what computer you are using, we really can't help with anything.

GOG may have its issues, but I haven't had a game so far that refuses to work at all. And customer support has always been very helpful with anything that I approached them about.
Listen, I envy your experience here.
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PixelBoy: GOG isn't Steam. How long you use a product is irrelevant, if you download it, you can't get an easy refund after that.
I only mentioned this because in the first support ticket I was told that because I had playtime I could not get a refund period.

The game refused to work. Period. I'm not mad that it did, it hasn't worked anywhere else either. I am mad at the piss poor help I received until literally 5 minutes ago where a brand new employee helped me and issued a refund immediately.
Posted November 26, 2018
You didn't mention the specific game you're having a problem with, so I don't know how to help.

Here are some general suggestions though:

A lot of times a game won't work because it has a dependency which isn't clearly stated (or mentioned at all). Usually, it's one from Microsoft, such as the .net libraries or the Visual C libraries. There are several of each. For example, I couldn't get Alan Wake or Rise of the Triad 2013 to work until I installed all of those dependencies.

This mainly applies to new-ish games, not old dos games.

If you think this might be the case, I suggest searching for the redistributable .net packages for your system (either x64 or x86, depending on your OS)
.net 3.5
.net 4.0
.net 4.5
.net 4.52

And the Visual C redistributable packages:
vcredist-2005
vcredist-2008
vcredist-2010
vcredist-2013
vcredist-2015
vcredist-2017

There are also online installers for each, but I prefer the redistributable packages because they can be installed off-line or installed on other computers with ease.

Also, sometimes games include the necessary dependencies (such as Nvidia PhysX drivers come with the game Singularity or XNA in the case of Dust: An Elysian Tail). You just need to make sure you actually install them during the setup process. You can re-run the setup to only install the dependencies, usually.

Also, sometimes old games have difficulty working on newer systems or in widescreen. In certain cases (for example with the games Doom, Quake, Descent, and others), I suggest fan-made source ports which use the original game files, but update or replace the game engine so that they work on modern computers. However, that depends on the game and whether or not fans have made anything for it.
Posted November 26, 2018
avatar
hudfreegamer: You didn't mention the specific game you're having a problem with, so I don't know how to help.

Here are some general suggestions though:

A lot of times a game won't work because it has a dependency which isn't clearly stated (or mentioned at all). Usually, it's one from Microsoft, such as the .net libraries or the Visual C libraries. There are several of each. For example, I couldn't get Alan Wake or Rise of the Triad 2013 to work until I installed all of those dependencies.

This mainly applies to new-ish games, not old dos games.

If you think this might be the case, I suggest searching for the redistributable .net packages for your system (either x64 or x86, depending on your OS)
.net 3.5
.net 4.0
.net 4.5
.net 4.52

And the Visual C redistributable packages:
vcredist-2005
vcredist-2008
vcredist-2010
vcredist-2013
vcredist-2015
vcredist-2017

There are also online installers for each, but I prefer the redistributable packages because they can be installed off-line or installed on other computers with ease.

Also, sometimes games include the necessary dependencies (such as Nvidia PhysX drivers come with the game Singularity or XNA in the case of Dust: An Elysian Tail). You just need to make sure you actually install them during the setup process. You can re-run the setup to only install the dependencies, usually.

Also, sometimes old games have difficulty working on newer systems or in widescreen. In certain cases (for example with the games Doom, Quake, Descent, and others), I suggest fan-made source ports which use the original game files, but update or replace the game engine so that they work on modern computers. However, that depends on the game and whether or not fans have made anything for it.
Hey man, thanks for trying to help, I appreciate it, really I do.
But that's not the purpose of this post. The purpose is to just vent about how frustrated this, I would say in my opinion but I think its pretty objective, terrible customer support has made me.
Posted November 26, 2018
So what was the problem game?

I have over 300 games on GOG but only 5 of them have been duds. 4 didn't work (2 of those need a little tweaking, I just haven't done it yet) and 1 was so buggy it was barely playable. Also, one of those was among one of the first 10 purchases I made here too,
Posted November 26, 2018
low rated
avatar
IwubCheeze: So what was the problem game?

I have over 300 games on GOG but only 5 of them have been duds. 4 didn't work (2 of those need a little tweaking, I just haven't done it yet) and 1 was so buggy it was barely playable. Also, one of those was among one of the first 10 purchases I made here too,
Just because it works for you, doesn't mean it will work for others.
Posted November 26, 2018
avatar
IwubCheeze: So what was the problem game?

I have over 300 games on GOG but only 5 of them have been duds. 4 didn't work (2 of those need a little tweaking, I just haven't done it yet) and 1 was so buggy it was barely playable. Also, one of those was among one of the first 10 purchases I made here too,
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darthspudius: Just because it works for you, doesn't mean it will work for others.
Where did I say because it works for me it should work for others?

I was only wondering what the problem game was, nothing more.
Posted November 26, 2018
To get a refund for a game that is not working you have to contact them first and let them know that it does not work. They will try and give you instructions to make the game work. If it doesn't work after then you should get a refund. This is not steam where if you do not like the game you can get a refund with less than 2 hours.
Posted November 26, 2018
low rated
avatar
darthspudius: Just because it works for you, doesn't mean it will work for others.
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IwubCheeze: Where did I say because it works for me it should work for others?

I was only wondering what the problem game was, nothing more.
It's implied quite heavily in your post...
Posted November 26, 2018
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IwubCheeze: Where did I say because it works for me it should work for others?

I was only wondering what the problem game was, nothing more.
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darthspudius: It's implied quite heavily in your post...
Disagree,not heavily at all.
Posted November 26, 2018
I have a very positive experience with Russian GOG Support. Especially with LexRust and Tatyana (chibis).

By the way Steam support has disabled my Steam account with 13 000 USD

https://www.gog.com/forum/general/the_steam_support_has_deleted_or_renamed_my_accounts_login/page1
Posted November 26, 2018
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IwubCheeze: Where did I say because it works for me it should work for others?

I was only wondering what the problem game was, nothing more.
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darthspudius: It's implied quite heavily in your post...
Well it wasn't intended.

The OP is a new user, has stated they only bought 1 game on GOG, had problems with it and is getting the run around from support. Obviously not a positive first experience. All I was trying to do was tell the OP that while there are games for sale you may have trouble with, most won't be a problem, in my case, it's around a 2% problem rate.

I wanted to know what the problem game was in case I ever consider picking it up.
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This is my favourite topic
Community
General discussionCustomer Support and why I hate GOG(21 posts)(21 posts)
(21 posts)