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GOG's new money-back guarantee is more about trust than refunds
December 9, 2013 | By Mike Rose

December 9, 2013 | By Mike Rose
More: Console/PC, Business/Marketing, Video

GOG, a digital distribution platform for PC games, announced a 100 percent money-back guarantee for all of the games it sells. If a game doesn't work, simply return it for a full refund.

The catch is that all GOG games are free of DRM -- there's no way for GOG to deactivate a game once it's been "returned," leaving the policy wide-open for abuse. A customer could simply buy a game that works fine, claim that it doesn't work, and get the money back while keeping a free game.

GOG, which has taken an anti-DRM stance for years, is totally aware of this. The company said the new policy is essentially a contract of trust with players -- don't abuse the policy, and help GOG show that no-DRM should be an industry-wide practice.

GOG explained that if a user buys a game from the website which fails to load or run properly, and the company's support team cannot fix the problem, then a full refund will be offered.

Returns can only be offered within the first 30 days of a game being purchased, and a user's computer must meet at least the minimum requirements as listed on a game's store page on GOG.

More details can be found on the GOG blog.

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Alfa Etizado
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Reasons like this is why I've been taking my money to GOG. The price is still king, but if it's not a lot more expensive in GOG I'll buy it there instead of Steam.

I got Dark Souls on Steam, it was impossible to run, even though I could run. They did give me my money back, on the Steam Wallet, but they said that they can't do this anymore ever again. Steam should catch up with GOG.

Daniel Backteman
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This is interesting. I'll start advocating GoG from hereon.

No offense, Steam - I love you, but monopoly is a scary thing; and I'm still wary of Google for the same reason.

Katy Smith
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Nice! Looking good, Trevor! :)

David Klingler
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I'm a little worried about possible abuse, but time will tell.

Ujn Hunter
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Why couldn't they just implement a "You can't buy games here anymore" policy if people are abusing it?

Ryan Christensen
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In many aspects, people that would abuse this are similar to pirates, they aren't paying anyways. Since it is digital instead of physical, not much lost on them. It might actually help convert future payers from pirates as well.

From teens to now, I know lots of kids that were pirating games/movies/music that now buy them due to easier experiences. This will probably just add to that future customer base even if abused.

Justin Kovac
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Now for Origin to change their window to a week instead of 24 hours. For how much hate EA gets, they were one of if not the first to offer money back for a digital game not working.

John Szczepaniak
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To be honest, I'm so grateful that they don't implement DRM like Steam, that even if a game didn't work, I'd probably just let them keep the small amount I paid. As yet, of 20+ purchases, none have given me any trouble.

Kyle Redd
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I think I'm over a hundred GOG games now, and there have definitely been some major problems. The most well-known troubles were with Interstate '76 and Dungeon Keeper 2, which were both big-sellers on GOG but did not actually work properly until many months after the release.

Worse are the smaller, less popular games, which also have problems but are less likely to be fixed (mostly win 95/98 titles). That said, like you I haven't asked for a refund yet and doubt I ever will. The promise of GOG is enough that I don't want to cause trouble for them, despite the occasional tech issues.

Amir Barak
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Hehe, I'm up to 203 and I've still not encountered anything serious enough to warrant a return. :D

E Zachary Knight
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Hey. I wonder if this will help usher in Linux support. One of their chief concerns with supporting Linux is the bad press they might get if a game can't be made to run on a Linux system. If they have this generous return policy, that would certainly help put out any potential fires.

Anton Temba
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More pressure to developers to not create faulty products. Sounds good to me.

Gern Blanston
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I will ALWAYS buy from them, DRM-FREE, before anywhere else (except for DRM-FREE Humble Bundles). Companies like this deserve more support!

Glenn Sturgeon
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I've been a GOG member for about 3 years and have never regretted it. Out of all the titles i have gotten there over the years i can only remember 1 not running. (gorky13)
I hope this works out well for them, they are the best of all the digital game distributors!

Leszek Szczepanski
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I really like GOG. I spent there much more money than I ever did on Steam. If they could just add Linux support I'd be real happy.

What is interesting adding Linux support in many cases shouldn't be an issue. Many of the games run on DosBox, so I've been running them successfully (only had to jump a bunch of hoops regarding installation) and a lot of indie games they have, already have Linux support.

Amir Barak
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Also, refunds on unwanted games will only happen if the game has not been downloaded.

This is a really cool feature for GOG and another step in the right direction for a customer oriented service.