CD Projekt Red Clears Up ‘Misconceptions,’ Says No Special Refund Policy In Place For Cyberpunk 2077

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CD Projekt Red Clears Up ‘Misconceptions,’ Says No Special Refund Policy In Place For Cyberpunk 2077
Screenshot: CD Projekt Red / Kotaku

CD Projekt Red managers clarified that refunds for Cyberpunk 2077 will be subject to existing retailer policies during a call with investors yesterday, and said the company is not encouraging anyone to return the game.

Investors twice asked CDPR to clarify what was going on with refunds, concerned about how they might impact the game’s sales. The company isn’t ready to say how many refunds have been processed, in part because much of that process is subject to Sony and Microsoft’s refund rules.

“One has to understand: Microsoft and Sony have refund policies for every product that is released digitally on their storefronts,” said SVP of business development, Michał Nowakowski. “Despite several articles I’ve seen that things are being set up just for us, it’s actually not true – these policies are in place and have always been in place; they’re not offered specifically for us.”

He went on:

Anyone who has purchased any title on the PlayStation network or the Microsoft storefront can ask for a refund, and if it’s made within certain boundaries, usually related to time, usage and so on, can ask for that refund. Our procedure here with Microsoft and Sony is not different than with any other title released on any of those storefronts. I want to state that clearly, as there seem to be certain misconceptions.

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The “misconceptions” Nowakowski tried to walk back are due in part to CDPR’s own prior comments. Yesterday, the company told players in a statement on Twitter that anyone displeased with the game’s poor performance on Xbox One and PS4 could request a refund, making it seem as if this was an offer being made directly by CDPR. “We would always like everyone who buys our games to be satisfied with their purchase,” the company wrote. “We would appreciate it if you would give us a chance, but if you are not pleased with the game on your console and don’t want to wait for updates, you can opt to refund your copy.”

The company told owners of the digital version of the game to use the refund systems on PSN and Xbox, and for anyone who bought a physical copy to first try returning it to the store they got it from. “Should this not be possible, please contact us at [email protected] and we will do our best to help you,” the company wrote.

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And for a lot of people it hasn’t been possible. As Kotaku reported yesterday, players on both PSN and Xbox have had mixed results. Sony’s policy allows 14 days for a refund, but only if the game hasn’t been downloaded or played. The platform does make exceptions for “faulty” products, but did not respond to a request for comment clarifying whether it considers Cyberpunk 2077 as it currently runs on PS4 — glitches, crashes, and all — to fall into that category.

Microsoft’s policy is more opaque. The only requirement is that the game was purchased less than 14 days ago, but the refunds are issued on a case-by-case basis. “We provide Digital Game Product refunds as part of a consistent and reliable buying experience,” a spokesperson for Microsoft told Tom’s Guide in a statement, before referring the site to its standard refund policy and adding that any other questions about Cyberpunk 2077 should be directed to CDPR. In other words, both companies are saying go ask the other one.

Kotaku tried reaching out to CDPR’s refund email earlier this morning to see what would happen but so far hasn’t received a response. CDPR did not respond to a request for comment about the current state of the game on last-gen consoles or players’ ongoing issues trying to refund the game.

Comments

  • “The “misconceptions” Nowakowski tried to walk back are due in part to CDPR’s own prior comments. Yesterday, the company told players in a statement on Twitter that anyone displeased with the game’s poor performance on Xbox One and PS4 could request a refund, making it seem as if this was an offer being made directly by CDPR.” uhhhhh no. it was quite clear that they directed people to their platforms refund avenue. people like to invent their own bs and then claim it as fact.

    • This apologist bullshit some people are spitting out is wild. The language used DEFINITELY comes across as an offer of a refund from CDPR themselves, and that something had been worked out to facilitate these refunds.

  • The games media seem rabid about this game for some reason.

    AC Valhalla just yesterday had and article about a patch fixing its game breaking bugs.
    This was the first mention I’ve read about it on Kotaku, we didn’t have a weeks worth of hate articles. We didn’t have multiple articles about getting refunds.

    I don’t understand why most games media have a hate hard on for this game.

    I have to add that the community review article, which was full of negativity by the author, turned wonderful in the comments by actual gamers who have been enjoying the shit out of this game.

    • So you’re saying that because the author of the article didn’t like the game he is now in fact NOT an ‘actual’ gamer? What is he then? A notional gamer?

      • i see what youre doing here, and you should feel ashamed about it. but without knowing the exact article in reference, based on my experience with the articles ive seen from numerous sources on this topic, im gonna go with a YES. the author of said article is most likely an opinion piece author first and foremost, most likely plays little in the way of cyberpunk style games outside of research for said opinion pieces, which they will have done the bare minimum of, and most likely identifies as something contrary to their biology.

        • “You should be ashamed”, says the person who is trying to gatekeeper what it means to be a gamer and then goes on to reveal a lovely little bit of transphobia. *chef kiss*
          Stay classy.

          • so by your logic pointing out the sky is blue is skyphobic? i do not have an irrational fear of transexuals. even by your twisted definition of the word, nothing i said fits it.

          • I don’t even agree with what they said… But anyone who’s go to is the “I’ll just label them transphobic! Job done!” shtick makes you as bad, if not worse.

          • I mean, nice backpedal, but your tone was blatantly disparaging, so don’t pretend you were just “point out the facts” in good nature. And don’t get me started on how stupid it is to say it’s a “fact” that someone is “most likely” transgender because they don’t like a game. I’m not saying you’re an irredeemable transphobic bigot, but that statement was clearly full of prejudice against trans people (and fits the socially accepted, if not dictionary definition, of transphobic).

        • And just so I’m not doing a hit-and-run finger wag, I just want to point out that someone can dislike a game, regardless how popular it is, and still be a gamer. There is no criteria of game adoration that you need to meet for the hypothetical membership card. And, for the record, I’m very much enjoying CP2077, but I’m not about to say anyone who has a negative view of it isn’t a ‘actual gamer’, because that is absurd.

    • As someone who does play games in the style of Cyberpunk on the regular, the game itself is a shallow piece of shit and I’d happily point everyone to The Outer Worlds instead if they want a first person tech-ish experience. Sure, it’s not the cyberpunk genre, but the devs didn’t lie their arses off about the quality of their product and it’s still a fun enough experience where it feels like what you do in the story actually has some impact.

      Keep in mind that CDPR deliberately withheld access to the most defective versions from reviewers, gave a reviewer a seizure that comes with a week of follow up misery by not providing adequate warning on the product and prevented these reviewers from also providing that footage to customers who would’ve no doubt cancelled orders. This isn’t a case of “EVERYONE HATES CDPR FOR NO REASON”, it’s “CDPR lied, fucked up and and destroyed their reputation in seconds and we may as well make some money out of it”. CDPR earned their coverage by lying to everyone. If Abyss Pearl can release a trailer showing Crimson Desert running at 4fps and be blunt about it, then CDPR can too and would have avoided many of these complaints by doing so. Since, you know, false advertising is fraud and illegal in every country that isn’t America.

      CDPR is not the victim and Cyberpunk 2077 isn’t such a great game that we’re somehow blessed with its presence. It’s mediocre at best and it’s fine if you enjoy it, but the fact is that Skyrim of all games has better stealth and skill systems and it’s nine years old (as did Oblivion for that matter). Kotaku and its writers have no need to sugarcoat this one.

      • the way youre commenting on everything cyberpunk related has me thinking a CDPR employee must have taken a family member hostage and kicked your dog or something. calm your tits.

        • As one of the customers who they fucked over, I think I have a right to complain. Unless you’re one of those drones who think we should mindlessly lap up every crap product to come to market and think it’s the greatest thing since sliced bread? It’s extremely telling that you can’t actually respond to anything I’ve written and there’s “lol calm down” for calmly pointing out that the game is dogshit. Mate, they’re not paying you enough.

          • Considering the shit ive seen you complain about on this website, you hardly ever do anything but complain about some company who hurt you, so eh.

          • I don’t know if you’ve noticed mate, but there hasn’t exactly been a lot to be cheerful about in 2020 in general. Apart from Shadowlands not immediately exploding on launch like previous expac releases. That was nice I guess. But if you’ve got a lot rolling wonderful experiences from this year, be sure to let us all know.

      • The Outer Worlds never really grabbed me… I wanted to like it, but I just didn’t connect with the tone of the game. The player choices appeared to matter and influence the world more, but it never took the story in a place I was interested to follow. Cyberpunk 2077, on the other hand, has its claws in me well and truly. That said, it is absolutely a rougher and more broken game than TOW.

        • Fair enough and that’s down to everyone’s personal taste when it comes to the nuance of whether or not player choices matter more to you versus other parts of the game. In the case of The Outer Worlds, I also liked that taking different skills and stats had a more noticeable outcome on my gameplay, whereas Cyberpunk’s seems to be mostly stat modifiers without flavour. To each their own in the end. Every game is open to criticism despite some of responses I’ve seen in the comments here and elsewhere.

          • Yeah, that’s something that I’ve been wondering about how meaningful the CP2077 builds are. I’ve been a hacking stealth based class, almost exclusively spec’d that way, but then last night cleared a room of goons with an assault rifle with ease… Not something I expected to be able to do from my stat allocation.

    • As somebody who’s holding off on the game and relying on reviews and comments, the coverage has been very diverse and mixed, it’s just when you really like something the negative news tends to stand out. (And the same goes for the opposite)
      You also have to remember that reader interest drives the articles so when everybody floods a story it feeds the growth in coverage.

      The community review wasn’t full of negativity, it was quite reserved if anything, Alex tends to always balance the good with the bad and he’s already contributed a lot of great coverage already (and hasn’t even posted his full review yet)
      I tend to trust him a lot more than some folks because reviewers should always find both the good and bad regardless of where they stand on a game because true gamers are a diverse bunch with wildly different opinions on games.

  • Heh. I wonder why investors might think that CDPR is ‘encouraging’ refunds?
    I wonder if it might have anything to do with articles that say exactly that?
    Eg: “CD Projekt Red might be openly encouraging people to seek refunds over the game’s performance on base consoles, but on PC, Cyberpunk 2077 players are taking some remarkable shots.”

    After reading the statement by CDPR, I don’t believe it comes off as encouraging refunds. It encourages people to stick with it, but if they don’t want to, lets them know that the options for refunds are there and if they face problems with that, they’ll help if they can.

    If a parent takes their kid to a swimming class and the kid is complaining about it to the parent, and the parent tells the kid that they really think they’ll see improvement if they just stick with it a bit longer, but if it’s too much and they really don’t want to do it, they can help get them out by going to have a word with the instructor and take them home… would you say that parent is encouraging the kid to quit?

  • I think this message is all over the shop but make sense in the circumstances, they have investors thinking tactically about their investments worried about units shipped and paid for who would be opposed to large scale refunds and strategic investors (who i imagine are the ones causing the stock price to tank currently) who are focused on the brand and reputation damage being inflicted at the moment, once CDPR looses that “we are the good guys” brand they will never get it back and it is an exceptionally valuable asset that allows a game in development for this long to recoup its cost in preorders only

    • As much as some so-called ‘journalists’ clearly fucking want to dance on their graves, CDPR’s primarily positive rep simply isn’t going anywhere anytime soon.

      Far too many people have been quick to forget that Witcher 3 wasn’t in a stellar state at release either.

      • I’m not anti-CDPR, and as I’ve said above, I’m very much enjoying CP2077, but I don’t think that “oh their other game was super broken at release” is a good excuse. It’s great what they did to W3 and I’m sure they can do the same to CP2077, but it doesn’t change the fact that they released a very broken product and released it in a way that was super dishonest and sought to hide the actual quality of the game for a large player base.

        • It’s fair for you to think that… But I just really don’t think it was some grand evil conspiracy like a few people are raging about. Because it’s far more likely it was stupidity and/or arrogance of thinking they’d get it to a state they clearly couldn’t in time.

          The Witcher 3 comparison is really only in regards to the idea this will somehow cost them substantially reputation wise… They’ve been in similar spots before is really all I was saying.

          And if we’re being real honest, a not insignificant number of journalists have been on their backs basically 24/7 before the game even released. The difference now is those journalists actually have something legitimate to bitch about for once instead of having to literally manufacture things out of thin air.

          • Oh yeah, I agree that they’ll recover from this. And I think they’ll be able to get at least a bit closer to what they promised in terms of a working previous gen version to the point where it’s acceptable (even if it is hamstrung compared to PC and next gen).

            However, I do think they actively tried to hide the quality problems, and I think that was done knowing that it was not a honest thing to do in order to try and avoid mass cancellation of pre-orders. Not a grand conspiracy, but a bit shady.

      • The main issue people are taking is the deception they’ve taken part in by not showing the console versions of the game before release, all the while saying that it ran ‘surprisingly well’ on those consoles. This was CLEARLY a lie to promote sales. Now that people have the game it’s far, far harder to refund it and as such a lot of people are stuck with a coaster until what? February assuming their dates are accurate.

        The whole saga has been grossly anti consumer.

        • how many times do people need to be told not to preorder before they actually take the advice? people are stuck with a coaster until feb? you make it sound like owning the game some how inconveniences them. people can carry on doing whatever it was they were doing prior to the games release. the game will not stop them.

          • Some people have a budget to stick to, because they can’t afford to just buy games endlessly. So now these people are left with a game that they may consider unplayable in its current state and may not have the ability or privilege to just go buy another game instead. Having a $100 purchase sitting doing nothing is a big deal to some.

          • @ mogwai “Some people have a budget to stick to, because they can’t afford to just buy games endlessly.”
            which brings me back to point 1. shouldnt have preordered.

        • Yeah, it’s that “surprisingly well” comment that was the most damning to me. That was a blatant lie, nothing about the previous gen editions to which they were explicitly referring could be considered “surprisingly well”.

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