SmallBizGenius Analysis
GOG.com (Good Old Games) earns high praise for its DRM-free game selection and exceptional customer support, particularly for resolving technical issues with older titles. While most customers are satisfied, some report issues with refunds and slow response times.
Category Breakdown
Scores based on analysis of 292 recent reviews
Customer Support
9.0/10Reviewers consistently praise GOG's customer support, highlighting its helpfulness, knowledge, and speed in resolving technical issues. Many reviews specifically mention the assistance of individual support staff like Falran, Falka, Orcan and Ponczo, noting their patience and effective troubleshooting.
55 reviews mention thisDRM-Free Games
8.5/10Customers appreciate GOG's commitment to offering DRM-free games, which allows them to own and play their games without restrictions. This is seen as a major advantage over platforms like Steam.
10 reviews mention thisGame Compatibility
7.8/10Many reviewers express satisfaction with GOG's ability to make older games compatible with modern operating systems. They appreciate being able to play classic titles without the need for virtualization or complex workarounds.
18 reviews mention thisRefunds and Account Issues
4.5/10A recurring complaint involves difficulties with refunds, particularly when funds are returned to the GOG wallet instead of the original payment method. Some customers also report slow response times from support regarding account access and other issues.
12 reviews mention thisPros & Cons
What Customers Love
"Falran worked hard to solve my problem and he did solve it. A courteous and knowledgeable person, Falran taught an older player how to systematically approach the problem, diagnose..."
"As a great supported of DRM free games and real ownership, GOG is my store of choice whenever possible."
"I have used GOG for a number of years now to buy and play several old classic PC games and they ahve always been well up dated to play on newer operating systems so no complaints on that score."
"I recently had an issue with a game install file, and Falran from tech support responded very quickly (couple of hours) and with the correct troubleshooting and solution, problem solved."
"Very good selection of games, keeping old titles alive that are in my opinion worth preserving, and generally very fairly priced too."
Common Complaints
"Be warned: If you accidentally get a refund to your GOG wallet, they will refuse to transfer the money back to your bank account."
"Painfully slow response time from support I have lost access to my account so I need them help me."
"terrible does not work can't even launch games, never use i nearly had a stroke trying to get cyberpunk to load. put 8 hours into the gamer then it just capitulated Infront of my very eyes. waste of m..."
"got a game and the optional cuss pack has no instructions on how to install and the forums are useless."
"Had an issue with the freedomtobuy bundle (as many people have now...) and without the option to permanently remove unwanted games from library (like on Steam) I tried my luck with support."
Common Questions About Gog
Answers derived from customer review patterns
Is GOG legit and trustworthy?
Yes, GOG is a legitimate platform for purchasing and downloading video games. Many reviewers have been using GOG for years and praise its DRM-free approach and commitment to preserving classic games. While some customers have reported issues with refunds and account access, the majority of reviews express satisfaction with GOG's services and customer support.
Based on 45 reviewsDoes GOG have good customer service?
GOG is widely praised for its customer service, particularly its technical support. Many reviewers specifically mention the helpfulness and knowledge of support staff like Falran, Falka and Orcan, who are credited with resolving complex technical issues and providing clear instructions. While some customers have reported slow response times, the overall sentiment regarding GOG's customer service is overwhelmingly positive.
Based on 55 reviewsIs GOG worth it for small business?
For small businesses or individuals seeking DRM-free games and reliable technical support, GOG can be a worthwhile platform. The DRM-free nature of GOG's games allows for greater flexibility in using game content, and the platform's focus on classic titles can be appealing to those looking for retro gaming experiences. However, potential issues with refunds and account access should be considered before making a purchase.
Based on 25 reviewsWhat is GOG's refund policy like?
GOG's refund policy can be a point of contention for some customers. While refunds are generally available, some reviewers have reported difficulties obtaining refunds to their original payment method, with funds sometimes being forced into the GOG wallet. This can be frustrating for customers who prefer to receive their money back directly. It's important to carefully review GOG's refund policy before making a purchase.
Based on 12 reviewsWhy is Falran mentioned so often in GOG reviews?
Falran is a Senior Technical Customer Support Specialist at GOG who is frequently mentioned in positive reviews due to his exceptional assistance in resolving technical issues. Customers consistently praise Falran's knowledge, patience, and ability to provide clear and effective solutions to their problems. His name has become synonymous with GOG's commitment to providing high-quality customer support.
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