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In the wake of Cyberpunk 2077 performance issues on previous generation consoles such as the base PS4 and Xbox One, CD Projekt Red promised gamers that they are eligible for a refund if they are not satisfied with the performance of the game. The only problem is getting the refund.
On December 13, the official Cyberpunk 2077 Twitter account posted a message to fans apologizing for the performance issues players are experiencing on the PS4 and Xbox One base consoles, and that more patches are coming that will improve stability and Cyberpunk 2077 performance on consoles.
The statement ends with a promise that anyone who has purchased a digital copy of Cyberpunk 2077 can refund the game if they wish for a limited time through PSN, Xbox, or local retailers. “If this is not possible, please contact us at [email protected] and we will do our best to help you,” the statement said.
Unfortunately, despite the statement, there does not appear to be any special agreement for Cyberpunk 2077 refunds with PSN or Xbox. This means that customers are actually dealing with the standard refund policies of the respective stores and may not be eligible for refunds at all.
During an emergency board meeting, CD Projekt Red Senior Vice President of Business Development Michal Nowakowski clarified that refunds for Cyberpunk 2077 are dependent on existing refund policies for PSN and Xbox customers.
“You have to understand: Microsoft and Sony have refund policies for every product that is launched digitally in their stores,” Nowakowski said. “Despite several articles that I have seen that say that things are being configured just for us, in reality it is not true: these policies are in force and have always been in force; they are not offered specifically to us. “
This could explain why customers, including IGN staff, have been reporting a difficult time trying to get a refund. Particularly on PlayStation and PlayStation Store.
So today’s update, Sony support declined another refund for # Cyberpunk2077. They said that even if the developers claim to refund it, they won’t. He lied about the game not being broken and he lied about what CDPR said. Tl: dr is stuck with a broken game, please wait until we fix it. Some support. pic.twitter.com/MsyI11VCGO
– Mgs2master2 (@ mgs2master2) December 14, 2020
PlayStation’s refund policy is as follows: customers have 14 days from purchase to request a refund, as they have not started downloading or streaming the game purchased. If the download started or players streamed the game, then they are not eligible for a refund “unless content is faulty.”
Without any special arrangements, Cyberpunk 2077 players on PlayStation are subject to the existing refund policy. And the strict wording of Sony’s refund policy means that refunds are not guaranteed, and it seems that PlayStation users are learning this first-hand.
On Twitter, users share their experience with PlayStation customer service and post logs of their conversations with representatives who deny them refunds.
@ Play station @CDPROJEKTRED @YongYea @TheQuartering
Literally, Sony gaming stations respond to people regardless of #CDProjektRed refund statement #tear pic.twitter.com/WwhJfeL4nN– Heather (vggsheagurl) (@ Heatherma29) December 14, 2020
@ Play station @AskPlayStation @CyberpunkGame Sony has denied my refund for Cyberpunk 2077 citing that because I played it, it is outside of their store policy. However, CDPR said digital refunds are fine. What’s going on here? @CDPROJEKTRED
– Bry (@StrugglerBry) December 14, 2020
IGN’s Mark Medina attempted to refund his copy of Cyberpunk 2077 on PS4, but was told by a representative: “According to our records, the content has been downloaded / streamed. Sorry, due to the restrictions outlined in the PlayStation Store Cancellation Policy; no refund can be made for this transaction. ”
Xbox customers have reportedly had an easier experience given Microsoft’s more relaxed refund policy, which states that refunds can be granted when there are “extenuating circumstances” that the current Cyberpunk 2077 situation could fall into. .
Meanwhile, Steam offers refunds within 14 days for any customer who has played less than two hours of a game without any other conditions. Although players who have logged in for more than 2 hours of playing time are sadly unable to receive a refund.
IGN has contacted CD Projekt Red for clarification, but was told that the company would not offer further comment on the matter. PlayStation has not responded to our requests for comment.
Cyberpunk 2077 is the last major video game release of 2020, but its release has not been without controversy. Performance issues on the base consoles and a confusing and cluttered communication strategy from CD Projekt Red have marred an otherwise highly anticipated release.
Matt TM Kim is a reporter for IGN.
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