gog state of customer experience

Good Old Games is a storefront for CD Projekt Red, where they sell, well… old games and stuff. And their stuff. But that part isn’t important, because GOG.com has been, for years, the go-to place for buying games from people who don’t want to screw you over with waiving your rights to sue them, or waiving your right to complain if you accept this nice, free piece of DLC as an apology for royally screwing up your game. It looks like they want to go even further, however, with GOG’s new and revised Terms and Conditions for their customers. They now offer refunds for any game you’ve bought on the store and, more interestingly, they’re giving you 30 days to get a refund if things just aren’t going your way with it.

Writing on the blog page for the company in their news section, the team running GOG outlines a few changes they’ve recently made to their terms of service. While much of it remains the same, they’ve changed how they approach refunds, returns and customer service. They’ve improved their customer service overall by hiring more people to help you out on various mediums, and they’ve extended the support hours to include weekends for the first time.

But, more importantly, they’re giving you the option of a full refund on a game bought digitally through their store. This isn’t a new thing, no – Electronic Arts gives you 24 hours to secure a refund on a game you bought, after all. Valve is another example, giving you fourteen days to get a refund for your game, but differs from EA in that you must not have played the game in the cooling off period. GOG believes that neither approach is the best one, so here’s what they’re doing.

You have 30 days, worldwide. Hitting “Buy” doesn’t waive your rights

“European Union law states that you should have 14 days to withdraw from a purchase. That’s not a bad deal, but it’s not always enough,” the company says. “We think that 30 days is more like it, and that worldwide is just nicer – within that period, we only consider your purchase final if you’ve already started to actually download your game.”

“We want all of our customers to feel that our refund policy is there to give you a comfortable experience – not that we were forced into having one.”

That’s pretty neat, but it gets better.

You can still get a refund for technical issues after downloading your game

“If you have your game, but it doesn’t work for one of the million reasons that just happen – we’re here to help. We want you to be able to play your game, and if you can’t, there’s no reason why you should be stuck with it. We call this the Money Back Guarantee. If your game doesn’t work due to technical issues, and our support team is unable to help you fix it, we’ll offer you a refund. You have 30 days to contact us after making your purchase, but there’s no rush – your refund-timer stops ticking once you get in touch.”

I really like these guys. What say you, NAGlings? Do these kinds of consumer-friendly policies make you want to spend money with GOG instead of your more established platforms? Let us know in the comments below.

Source: Good Old Games