Battlefield 1 order cancelled and frustrating Online Chat support

I ordered Battlefield 1 from the Microsoft Store on Dec 21. They cancelled the order today, 26 days later. I received an e-mail with no explanation, but the e-mail suggested that I could try ordering it again. I went to the on-line chat for help, and the
answers were unbelievably slow and unhelpful. Basically, he said the game is sold out. But it is not. I ordered just the base game, on sale for $15, a great deal. It is still available to order, but now I cannot get the base game by itself. I can get the base
game, and a bunch of add-on packs of things that I don't want. And the price is now about $60. I did not want all of those things, so I just ordered the base game. It appears that Microsoft now only wants to sell me this if I pay four times as much for a bunch
of things that I don't even want. What gives? I spent an hour in online support chat only to be told that nothing could or would be done.

Please ignore the following unless you are Microsoft support as it is a long, boring log of the chat between me and the Online Support guy.

Hi, thanks for visiting Xbox Support! I'm Winston M.

How are you today?

Me

Hi, I'm fine

Winston M

Good to hear that, how may I help you today?:

Me

I ordered Battlefield 1 for my Xbox One X in December. After taking my money, I never got another email about it shipping. When I spoke to someone on here about it, they told me to give it more time. Today, I got an e-mail saying that my order was cancelled
without giving a reason. I want to know what happened and why I can't get the game.

Oh I see, no worries I will do my best assist you today.

Winston M

I just want to confirm, is The the gamer tag that we'll be working with today?

Me

yes

Me

without a "The" in front of it

Winston M

Yes correct.

Allow me a moment.

Alright, you have ordered Battlefield 1 for Xbox One last Dec. 21 2017 correct.

Me

yes

Winston M

I see, let me just check if you have any previous contact to us okay.

Me

ok

Winston M

Alright, As I have check the reason why it was canceled by our supply chain due to lack of inventory. and you have been compensated for 5 USD Microsoft points.

Me

But I can still order the game from you, if I pay for a bundle with add-ons. So apparently you do have it.

Winston M

Yes you can still order once stocks are replenish.

Me

It does not say "out of stock." It says that I can order the game. But I cannot order just the base game, like I ordered before. I have to order the base game, and then I have to buy add-on packs for the game. So, according to the website, the game is still
available. They just no longer list the base game for the sale price that I ordered.

Me

It appears to me that they no longer want to sell it unless they can get me to pay a bunch more for the add-on sales.

Me

So they cancelled my order. Even the email tells me that I can try buying it again, but only the expensive bundles are now listed on the website.

If the supply chain won't have the stocks and there option or suggestion would be on those bundles with the same game its just you have an extra add ons.

Me

The price for the base game was $15. The bundles are almost $60 or more.

Me

I didn't want the bundle. I didn't want to pay 4 times as much.

Winston M

I know and understand that you wait until stocks will be replenish.

Me

You already made me wait 26 days, and then cancelled my order. But you'll sell it to me today if I'm willing to pay $60 for it instead of the original price.

Winston M

I do apologized for what happen things like this is out of our control.

Me

Between my order being cancelled unless I want to pay more, and the 2 online chats I've had, I really am beginning to regret paying $500 for an Xbox One X. I feel like Microsoft got my money and now they don't care about me.

Me

It also feels like the strategy for these online chats is to make them take as much time as possible so that the customer just gives up. This whole situation is very frustrating.

Me

You don't even seem to understand my problem, much less care about it.

Winston M

I know how frustrating it is I have been to situation like this before it happens to me to the game Call of duty black ops when that game was hot a that time I have ordered it for almost a month because you I can't purchase it on a retail store every time the
sold out the game.

See, if I could just do something about it and I would have done it already but there's nothing that I can do on that.

Me

You're missing the point. The website will sell me the game... for $60. Just not for the original price I ordered.

Me

It's like you sold me a car for $15 thousand. When I came to pick it up, you said I could have the car, if I also got a whole bunch of upgraded things for it that I don't want. And the new price is $60 thousand.

Me

But none of this matters, as Microsoft, yet again, isn't going to do anything about it.

Me

So, I'll just never buy anything from Microsoft again. Gamestop is a terrible company. Maybe they'll take my money and at least give me the game.

Me

Or I could just go to PS4.

Winston M

As I have check it's still 14.99 USD.

Me

But you said you don't have it to sell. And Microsoft cancelled my order at that price.

Winston M

I just said to you whatever I see on the account okay that is documented on the account that the order was canceled due to lack of inventory from the time your order supposed to be shipped out.

Now, you can try to order the again maybe the have enough inventory now. I'm sorry for the inconvenience that may have caused you the thing is we do not have access to it if we have stocks or no.

Me

So you have the game, but you cancelled my order instead of shipping it to me?

Me

And the logic is that I should just reorder it and hope that you don't cancel it again. Instead of just shipping it to me when I ordered it the first time.

Me

Or are you trying to tell me that a multi-billion dollar global company cannot find out if they do or do not have items in stock? This makes no sense.

Winston M

I do understand that, I know you are frustrated you can reach out
https://xbox.uservoice.com/forums/363186--new-ideas

Me

So that they can tell me that they may or may not have it in stock, but no one can tell, and I can either just try again and wait or I can go away. Great.

Me

Well, this has been a complete waste of my time, so I'm ending the chat. I will save the log and submit it with my e-mail complaint about this whole situation and how it was not handled and not resolved.

Me

Enjoy your day.

:)

 

Xbox live gold cancelled for no reason!!!

You should contact Xbox Support, either by phone or chat in order to find out exactly why was it cancelled.

 

Can you cancel digital pre-orders?

Yes, but don't go through the live chat, you need to call customer service and request a cancellation of a digital pre-order.
1-800-469-9269

 

Hey there,

Thanks for posting this up. Unfortunately we're unable to assist with orders made on the Microsoft Store here on the Xbox Forums. While this is just speculation, you may have ordered a game that was on sale while supplies last. Did you originally reach out
to Xbox Support or Microsoft Store support? If you haven't already, try reaching out to

Microsoft Store Support to see if they can take a deeper look into what may have happened.

Please feel free to keep us posted.