In the world of digital marketplaces, where deals can be reversed with the click of a button and policies change on a whim, trust between companies and customers is often fragile. Yet, sometimes, it’s the way a company responds to a mistake that solidifies customer loyalty, rather than its initial perfection. A recent example of this came from CD Projekt Red (CDPR), the developers behind Cyberpunk 2077 and The Witcher 3. A significant discount on their Switch 2 versions of these games, which was later revealed to be a technical error, turned into a golden opportunity for CDPR to build trust with their customers.
Instead of pulling the rug out from under those who had taken advantage of the offer, CDPR chose to honor the discounted price, even though the price reduction wasn’t meant to be there in the first place. This wasn’t a common move in the age of digital transactions, where mistakes like this are often corrected without much fanfare, and consumers are left to either accept or move on. CDPR, however, went against the tide, showcasing a rare sense of integrity in an industry where it can sometimes feel like the customer’s wallet is more valued than their trust.
This approach was a refreshing departure from what we typically see in 2025’s digital marketplaces. Players, who are increasingly used to feeling like digital transactions are governed by rigid rules and an ever-changing landscape, were used to deals vanishing with no explanation. Often, game ownership has become more of a license to use a product rather than owning a physical copy that remains yours forever. As a result, many gamers are all too familiar with sudden price changes, limited-time offers being pulled prematurely, and storefront rules that seem to evolve on the fly.
By choosing to honor the mistaken price, CDPR sent a rare message: “We value long-term goodwill over immediate correction.” The company acknowledged their error but chose to protect their players’ trust by delivering on the offer. This move speaks volumes about the ethics of the transaction, as it reinforced the idea that when a customer clicks “buy,” the deal should feel final. Having a company backpedal later, even when legally permitted, feels like moving the goalposts—making consumers question the integrity of the marketplace.
Moreover, there is a subtle economic point to this decision that goes beyond just a goodwill gesture. In today’s competitive landscape, where the cost of acquiring new customers is high and player sentiment can make or break a brand, decisions like these can often yield more positive results than a carefully crafted marketing campaign. In fact, this incident became a story that was shared and repeated across gaming communities, likely strengthening CDPR’s brand reputation in a way that ads and promotions never could.
What’s more striking is how scalable this approach is. You don’t need to be a massive company like CDPR to learn from this example. The key lessons here are simple yet powerful: Communicate clearly, take responsibility quickly, and choose the customer-friendly option when the cost of doing so is manageable. These aren’t just acts of good PR they’re actions that show a company recognizes the value of customer loyalty and wants to build a positive, lasting relationship.
In an era where companies can feel like faceless entities, each transaction a mere exchange of money for a product, CDPR’s response was a clear reminder that, at its best, the gaming industry can be a space where customer trust is still a priority. As the story spreads, it may just set a new benchmark for how companies should approach customer service, reminding us all that sometimes doing the right thing isn’t about correcting mistakes it’s about owning them and showing that, in the long run, customer satisfaction is what truly matters.
At the end of the day, CDPR’s pricing “mistake” didn’t just show that they can admit to errors; it showed that they understand the value of kindness and customer respect. That’s a message worth remembering.