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| 7 FEB 2010 at 6:50pm |
ArkadiaPrivate Detective
Posts : 558
Joined: 1 JUN 2008
Status : Online | Originally Posted By TechnoSpike (5 FEB 2010 7:03pm)
Hope everything turns out OK, Arkadia. Although I have yet to buy anything from them (the digital-only ownership of a game shocks a little with my love of big shiny boxes , although their catalog is becoming more tempting), from what I know they seem to care a lot for the clients and in general the clients seem to be very much pleased with them.
I would say that maybe they are a little overwhelmed right now with the recent Activison deal and maybe that is showing on customer relationships and server bandwidth...
UPDATE:
Just found out that they seem to have a bug with their customer support service... some tickets were marked as solved... maybe it was what happened to you... :-?
That may be it, Techno. Where did you read that? If that's the case, they really should have mentioned it in their message to me. But they offered no explanation, they just said their tech guy 'should' be able to add the game to my account. Interestingly, that hasn't been done yet, so it's now been 9 days and I still haven't received what I paid for, nor have I been refunded or offered a refund. Still haven't heard back in regards to my last email, either. Definitely not at all impressed, which sucks, because I've heard mostly nothing but good things about the website.
And I know what you mean Techno, I'm very much attached to my big boxes also. I'm actually trying to break myself of the mindset, because I literally don't have enough room to store them anymore. Plus my favourite old games are getting increasingly expensive, and since I'm getting older, I'm having increasingly less money to spend on them. So the gap between me and obtaining hard copies of games is ever-widening. Plus, I want to purchase a few games I own on disk just for ease of installation/play. I hate having to mess around with dosbox and the like, half the time I can't get them to work.
Godfrey, the game I was able to download (Uru) downloaded at a great speed of 500-700kbps a second for me. My speed is about 9mbps down (officially 24mbps). I wonder what was wrong with your download
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| 7 FEB 2010 at 8:53pm |
TechnoSpikePrivate Detective
Posts : 581
Joined: 26 APR 2005
Location: PT
Status : Offline | That may be it, Techno. Where did you read that?
I read it in a thread of their General Discussion Forum (sometimes I tend to lurk a little bit around the forums). Also, do you use twitter? From what I read in that thread, some users refered twitting the official GOG twittter account as an aditional way of telling about their problems.
Like I said, I'm not a customer yet, but the feeling I got from "prowling" the forum is that most of the customers are really happy with their service. Hope this is just an ocasional problem that will be solved out without anymore "bumps"...
You don't have enough room? I wish I had that problem! It has been quite a while since the last time I found a full boxed game that I liked and bought it ... I guess I'll have to start experimenting with buying in ebay if I want to add more to my colection... :'(
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| 8 FEB 2010 at 7:05am |
StilerJourneyman
Posts : 1458
Joined: 27 SEP 2004
Location: US, TN
Status : Offline | Never had a problem with gog myself, used them since it opened actually in beta before it officially started).
I'd suggest you post ono their forums if you have a problem/aren't having any luck via email. I have seen many topics of people posting about a problem and a dev responds and gets it cleared up on there.
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| 8 FEB 2010 at 7:23am |
| Deleted User | I'm not a "download" type of person at all, but I've been very happy so far with the free and paid-for games I have obtained from them thus far. The downloads and the payment went fast and with nary a glitch.
Their games have also been extremely easy to install and initiate, and I have the option of re-downloading should anything nasty happen to my hard drive. 8-)
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| 11 FEB 2010 at 2:42pm |
TechnoSpikePrivate Detective
Posts : 581
Joined: 26 APR 2005
Location: PT
Status : Offline | February is becoming a very good month for adventure games in GOG... today they released Phantasmagoria and a Space Quest pack (SQ4, SQ5 and SQ6)!
Arkadia, any luck with your problem?
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| 11 FEB 2010 at 6:04pm |
Terry PenrodGrand Inquisitor
Posts : 6693
Joined: 16 OCT 2004
Location: US, Texas
Status : Offline | .
More good news and thanks for the heads-up, TechnoSpike.
I'm really starting to love GOG.com.
Cheers, Terry
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| 11 FEB 2010 at 6:54pm |
ArkadiaPrivate Detective
Posts : 558
Joined: 1 JUN 2008
Status : Online | Originally Posted By TechnoSpike (11 FEB 2010 2:42pm)
February is becoming a very good month for adventure games in GOG... today they released Phantasmagoria and a Space Quest pack (SQ4, SQ5 and SQ6)!
Arkadia, any luck with your problem?
Well, this sucks since Phantasmagoria is #1 on my adventure 'to buy/to play' list. But, today my GOG issue was finally 'resolved' - after two weeks - apparently they have refunded me, but since the problem was 'on Paypal's end' (something I highly doubt since the payment went through) and happened to no one else I will have to repurchase the game if I wish to play it. So I guess they place no value on customer service and prompt communication - after reading the forums, I've seen quite a few others state how poor GOG communication regarding technical issues are.
So, I guess I'm officially boycotting the site. Sucks, because I really love what they were doing. But man, I will absolutely not support a company who blames their problems on others and don't acknowledge their own missteps. :-/
edit - actually, apparently the issue isn't quite resolved yet, because they haven't actually yet refunded me the money they said they would, kind of like how they never added the game to my account like they said they would. I hope I'm not going to have to open a Paypal claim. This is by far the worst dealing I've ever had with an online retailer.
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| 11 FEB 2010 at 7:46pm |
JKingSchattenjger
Posts : 2349
Joined: 4 MAY 2008
Location: 0
Status : Offline | I'd offer to mail you my copy, Arkadia, but unfortunately my seventh disc is mightily scratched. :-/ If you'd like, though, I can investigate the possibility of making a clean image and recording a replacement copy.
You can't kill someone in a studio.
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| 11 FEB 2010 at 7:49pm |
| Deleted User | I'm really very sorry to hear that you've had such a bad experience, Arkadia. I really hope that you get your money back soon, and that you might decide to give GOG another chance at some stage when you've had some time to er.. -forgive them.
Maybe they'll realise that they need to upgrade their customer service a bit, though I must say that I've only had good experiences with them.
Btw, at least your 2 weeks is still better compared to, for instance, an experience I had with a game I had bought through Amazon. After not receiving the game for 3 months, I finally got my cash refunded... :-X
Anyway, if you want to, I could make you a copy of my Phantasmagoria too, and send it, although I suppose it might be strictly construed as piracy?
Well, tell you what- you can have my copy once I've played it.
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| 12 FEB 2010 at 3:21am |
Agustín CordesGuild Master
Posts : 5696
Joined: 23 OCT 2002
Location: AR, Buenos Aires
Status : Offline | In case you missed it, Space Quest 4-6 and Phantasmagoria are also now available!
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| 12 FEB 2010 at 3:29am |
StilerJourneyman
Posts : 1458
Joined: 27 SEP 2004
Location: US, TN
Status : Offline | Arkadia, Keep in mind gog is ran by literally a handful of people. Customer service, testing the games/updating them, etc and they've been swamped with the Activision deal of lately.
In your earlier post when they offered to put the game on your account you replied that you would rather have a refund (in an admittedly irritated tone as you mentioned) so they offer to do that now. Yes it's taken them a long time, but what do you honestly want from them now?
If you want a more prompt response or something else post on their forums in the general discussion board about your problems. They check it daily and I have saw a ton of people get quicker help by doing that, just do it in a serious yet respectful manner and it'll get the attention of one of the gog employees.
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| 12 FEB 2010 at 2:27pm |
Firek (GOG.com)Intergalactic Janitor
Posts : 1
Joined: 12 FEB 2010
Status : Online | I'm sorry that this experience was unpleasant to you. The delay was my personal responsibility, as I stated in my last reply to you. We always strive to make the troubleshooting process as quick and smooth as possible.
We're currently in contact with PayPal regarding the exact nature of this problem to make sure this never happens to anyone ever again. From our payment system's point of view, PayPal's automated response was that your payment was rejected on their end, and our system responded accordingly. Unfortunately we have to solve such cases manually, which can take some time.
Your refund has been sent yesterday at 17:21 GMT. I can supply a screenshot as proof via e-mail/PM, if needed. I apologize for the trouble once again and I'm confident that your future experience with our service, should you wish to continue using it, will be more pleasant and hassle-free.
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| 12 FEB 2010 at 7:39pm |
Agustín CordesGuild Master
Posts : 5696
Joined: 23 OCT 2002
Location: AR, Buenos Aires
Status : Offline | Indeed, I can only commend the site for their impressive support. And I'm buying from Argentina, which ranks among the most forsaken countries in the planet.
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