UPDATE 9:30PM GMT: After Sony delisted Cyberpunk 2077 from the PlayStation Store, all eyes turned to Microsoft to see whether the game would also be removed from the Xbox/Microsoft Store. Yet it seems Microsoft has taken a different approach, announcing it will expand its refund policy to all who bought Cyberpunk 2077 on its digital store.
In response to Eurogamer’s request for comment, a Microsoft spokesperson gave the following statement:
“We know the developers at CD Projekt Red have worked hard to ship Cyberpunk in extremely challenging circumstances. However, we also realise that some players have been unhappy with the current experience on older consoles. To date, we have granted refunds to the vast majority of customers who have requested one.
“To ensure that every player is able to get the experience they expect on Xbox, we will be expanding our existing refund policy to offer full refunds to anyone who purchased Cyberpunk 2077 digitally from the Microsoft Store, until further notice.”
Those who want to apply for a refund on Xbox can do so through the Xbox refund page, which you can find over here.
CD Projekt Red, meanwhile, has issued a statement addressing refunds for physical copies of Cyberpunk 2077. The developer has asked players with proof of purchase to email firstname.lastname@example.org before 21st December if they were unable to obtain a refund from the store where they bought a copy.
“We’ve just started reaching out to people who sent us a message with a confirmation of receipt,” CD Projekt Red said in a statement on Twitter. “We send these emails out in waves, so don’t worry if you don’t receive an answer immediately.
“At the same time, we’d like you to know that our intention is for every owner of a physical copy, or a digital copy bought at retail, who has valid proof of purchase… to receive a refund,” the statement said. “We will do this out of our own pocket if necessary.”
The refund offer is a one-time initiative, and those wanting their money back will have to wait until the close of the submission window on 21st December to hear more about the next steps. Those seeking refunds for digital versions will still need to go through the refund process for their respective platforms.
— Cyberpunk 2077 (@CyberpunkGame) December 18, 2020
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While it’s unclear how many will seek a refund directly from CD Projekt Red, it’s obvious this has become a huge mess for the company – and we can likely expect more ominous yellow statements in future.
UPDATE 11AM GMT: CD Projekt Red is apparently not in talks with Microsoft to remove Cyberpunk 2077 from sale on the Xbox/Microsoft Store.
Joint-CEO Adam Kiciński told Reuters: “We are not in such discussions with Microsoft at the moment.”
CD Projekt Red told Eurogamer this morning “there is no further communication or comment to provide at this time”. Microsoft has been contacted for comment as well.
ORIGINAL STORY 9AM GMT: Sony has pulled Cyberpunk 2077 from sale on the PlayStation Store until “further notice”, and is offering a full refund to anyone who purchased it there.
“[Sony Interactive Entertainment] strives to ensure a high level of customer satisfaction,” the company wrote in a statement online, “therefore we will begin to offer a full refund for all gamers who have purchased Cyberpunk 2077 via PlayStation Store. SIE will also be removing Cyberpunk 2077 from PlayStation Store until further notice.
“Once we have confirmed that you purchased Cyberpunk 2077 via PlayStation Store, we will begin processing your refund. Please note that completion of the refund may vary based on your payment method and financial institution.”
I had a look on the PlayStation Store this morning and, as written, Cyberpunk 2077 is no longer listed. This also means the game is no longer available for PlayStation 5 on the PlayStation Store, as it’s currently the PS4 version you buy and play.
The PlayStation Store this morning, after searching for Cyberpunk.
CD Projekt Red said it talked to PlayStation ahead of the move.
“Following our discussion with PlayStation, a decision was made to temporarily suspend distribution of Cyberpunk 2077 on PlayStation Store,” CDPR said in a statement. “You can still buy physical versions of the game in brick and mortar stores and online. All purchased digital and physical copies of the game will continue to receive support and updates as we continue to improve your experience.
“According to our knowledge, starting today, everyone who is not willing to wait for updates and wants to refund their digital copy of the game, can do so by submitting a request at https://www.playstation.com/cyberpunk-2077-refunds/.
“We are working hard to bring Cyberpunk 2077 back to PlayStation Store as soon as possible.”
Sony’s unprecedented decision – I’ve never seen anything like this – comes after a horrendous launch for Cyberpunk 2077 on last-gen machines. It’s been a game experience plagued by woeful performance and a procession of bugs – something the new machines’ power copes much better with, though no version is without problems.
Digital Foundry has been digging into the issues and considering what it will take to fix them, and the upshot is: an awful lot of work. Significant patches are not expected until January and February. This isn’t something that’s going to be fixed overnight.
There has been confusion and there have been apologies, but still the question of why the game was put out in such a state remains – and it will take much more work to clean the stain of the perceived answer away.
It’s a shame, not least because on machines capable of running it, Cyberpunk 2077 is an exceptional game. That, though, will be of little consolation to those who have bought, but cannot enjoy, the game.