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The Cyberpunk 2077 refund situation is a mess today after developer CD Projekt’s high-profile statement suggesting that customers could get their money back.
Yesterday, in its statement apologizing for not showing Cyberpunk 2077 on PlayStation 4 and Xbox One before launch, CD Projekt told customers that they were not satisfied with Cyberpunk 2077 on console and did not want to wait for updates: “You can choose to refund your Copy . ” But it turns out that some stores aren’t playing ball and haven’t changed their refund policies for the controversial blockbuster.
– Cyberpunk 2077 (@CyberpunkGame) December 14, 2020
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CD Projekt pointed customers to Sony and Microsoft for refunds for digital copies of the game. But how does it really work? Sony says that if you’ve started downloading or streaming purchased content, you won’t be eligible for a refund unless the content is faulty.
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I have seen mixed results from customers trying to get a refund from Sony. While there are reports of success, a customer contacted Eurogamer last night to say that he had been through the live chat and, after being denied a refund there, spoke to a PlayStation customer service representative over the phone and still a refund was denied.
Microsoft’s refund policy is slightly less strict, noting that most purchases are not eligible for a refund after 14 days. There is a form to fill out, however, if you feel like trying, and it seems that clients, again, have mixed results with this one.
It seems more difficult to secure a refund when it comes to physical copies of Cyberpunk 2077. The GAME store staff are not granting refunds at this time, but instead directing customers to the refund email address that CD Projekt included in their statement . When I asked my local GAME store if I could get a refund on the Xbox One version of the game because they deemed it faulty, a staff member answered no, noting that updates are coming, and suggested that I email CD Projekt. .
I spoke to a source at a GAME store who confirmed the policy. Staff are not making refunds, I was told by the staff member who asked not to be identified to protect his work. “We have been told to direct people who want refunds to the CD Project Red email address that was provided,” they told me. “The only time we do a refund is if the game is still sealed in the original box. Even then we are only making exchanges or credit notes according to our current return policy.”
GAME has a return policy for defective products. You need to send an email to the company’s customer service team, describing the failure and then wait for a response. Then there is the following line from GAME: “If you wish to exercise your legal right to reject a defective product, you must return it in person to the place where you purchased it or send it by post to the address below.” Despite this note, the store staff is rejecting refund requests.
Again, it all comes down to a question of interpretation: Is Cyberpunk 2077 buggy? Some stores may not believe it. We have asked GAME for a comment.
Igor Cipolletta, head of ShopTo, told Eurogamer that his company is accepting refund requests in Cyberpunk 2077, but only if the customer is willing to pay the cost of shipping. In Europe, Bandai Namco distributes boxed copies of Cyberpunk 2077, and Cipolletta is awaiting confirmation from Bandai Namco that it will pay shipping costs for refunds. Until then, customers have to fork out. We’ve asked Bandai Namco for a comment.
What is becoming clear is that the CD Projekt statement made reference to existing refund policies, and no exceptions are made for Cyberpunk 2077.
On an investor relations emergency call last night, CD Projekt Senior Vice President of Business Development Michał Nowakowski confirmed this.
“You have to understand: Microsoft and Sony have refund policies for every product that is launched digitally in their windows,” Nowakowski said.
“Despite various articles, I have seen that things are being set up just for us, not really true: these policies are in effect and have always been in effect; they are not offered specifically for us. Anyone who has purchased a title on PlayStation Network or in the Microsoft Store you can request a refund, and if it is done within certain limits, usually related to time, use, etc., you can request that refund.
“Our procedure here with Microsoft and Sony is no different than any other title released in any of those storefronts. I want to say this clearly, as there seem to be some misconceptions.
In CD Projekt’s statement issued yesterday, it mentioned an email address that customers could use if a retailer refused a refund. “We will do everything possible to help you,” the company said. But it’s unclear exactly what help CD Projekt can offer here, with refunds ultimately at the behest of the stores’ customer service staff.
To further muddy the waters, CD Projekt co-founder Marcin Iwiński has now said that the company “does not encourage players to return the game.”
“We hope they give us the opportunity to improve it on the older generation consoles,” he said in the investor call.
“A solution was released last weekend; another will arrive in seven days, but there is an option, obviously, and the easiest way is to ask the retailer for a refund. If that’s not possible, we also provide help.
The upshot of all of this is that your chances of getting a refund on Cyberpunk 2077 from any company other than CD Projekt seem to be directly related to the amount of time and energy you want to put into achieving it. If you are rejected in an online chat, a phone call may be the solution. If a store staff member says no, you may be able to return the game by mail.
To be sure, CD Projekt’s statement sent shockwaves through the entire video game retailer yesterday. But for now, it appears that retail is holding up.
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