Customer Service by the Book

So, what do you do when some­thing goes wrong and your cus­tomers do not get the value they have been promised? You react instantly and admit the prob­lem exists:

Despite GOG’s pre­re­lease test­ing process, it’s appar­ent that Moto Racer 2 has some seri­ous game­play issues due to the remains of copy pro­tec­tion left over from back in the day. This spe­cific issue is caused by copy pro­tec­tion remain­ing in the game we’ve dis­trib­uted; it’s not caused by con­flicts with spe­cific hard­ware or soft­ware setups. This affects everyone’s game, and that’s a problem.

After that you give the peo­ple who pay for your ser­vices some­thing of com­pa­ra­ble value:

So here’s what we’re going to do: if you’re unhappy with your copy of MotoRacer 2, we’ll give you a code for any $5.99 game at GOG.com. Just log in and go to our sup­port form, select MotoRacer 2 from the drop­down of games you have down­loaded, and fill out the sub­ject line with some­thing like, “I’d like a credit for my copy of MotoRacer 2”. Our handy-dandy sup­port team will get crack­ing on it and will send a code to you as soon a we can.

Since we’re not happy with the qual­ity of the title, we’re have taken it off the list of active sales for now while we work on it. If you ask for a credit for your copy of the game, you’ll notice that we don’t take it off your shelf, though, and if you have already pur­chased it and want to down­load it, you’ll still be able to. Once we get the game working–whenever that is–we’ll put the game up for active sale again and post an announce­ment so that you guys know to redown­load the new ver­sion of the game.

Great move.