Can Microsoft renege on deals after admitting negligence?

Hello SlashVanHalenEarnhardt,

I wish that you are well today other than this account issues.

I also hope you will not let this experience dominate your judgment with the support that I have given you. I hope you can understand that I'd rather be upfront, even to the point of being honest, just to make sure that I can provide you the best information there is, rather than promising something that I cannot deliver.



As far as this community is concern, I would love nothing more than to be able to provide you with exactly what you’re looking for. I know you’ve already spent time and effort on getting the answers to satisfy your concern. At the end of the day, I’m a consumer myself, I definitely know how you feel about this.



I sincerely hope you understand that the best help that I can give you right now will be to set proper expectations rather than creating false hope. I would not wish for you to spend any more time and effort knowing that there really are no other options left to explore.



Still, I'd like to take this opportunity to thank you for bringing this up to Xbox Forum, so I can give you 100% of my efforts to help get to the bottom of your concern and address it immediately.

Hence, I realized that the best thing for you to do now is to send feedback to Microsoft via Feedback Hub App. For your convenience, here is the link. Send feedback to Microsoft with the Feedback Hub app - Microsoft Support. Kindly follow the instruction below (Screenshot).









I certainly hope this helps and it's even better to connect with the right support, where you can get dedicated assistance.

Thank you for your understanding and my heartfelt apologies.



If you have other concerns related to Xbox products and services, you can create a new post here. Create a new question or start a discussion (microsoft.com)

Kind regards,



Moderator

Microsoft Community

Hello SlashVanHalenEarnhardt,

Thank you for responding our request through personal message and we appreciate for your patience.



Upon checking, you recently placed a pre-order or purchase for Diablo IV Ultimate Edition Bundle. Unfortunately, due to incorrect pricing, we are cancelling your order, refunding any payment made, and removing it from your ''My games & apps'' list.

We apologize for the inconvenience. To check on this kindly visit account.microsoft.com to view your billing history.

We hope this was able to clear up any confusion or turmoil this might have caused.

If you still need assistance with an Xbox product or service, feel free to create a new thread.

Thanks again for posting your question, and have a great day!

Kind regards,

Geri M.

Moderator

Hi

How can I have a great day when you bait and switched my game with predatory tactics? So your job is to do nothing also? Make me a wait a day and than send me the same empty platitudes as before? I already know what you wrote because it is the same as the insufferable ''helpline''! Are you even a real person? Show me the documentation that allows Microsoft to renege on deals when it is Microsofts problem that this is a problem in the first place! Get a person who can have some authority in properly dealing with this mistake that was admitted on Microsofts part!

I accepted the deal for 65% the Ultimate edition of Diablo 4 from the offer, Microsoft had plenty of opportunity over the course of 144 Hrs (6 days) to notify me sooner, clearly this was not an issue by judging by the speed at which Microsoft reacted. Are you telling me that Microsoft can renege on any game no matter how long I have had it in my account? I am a fair person, I would understand if I received a message when the Standard Edition was refunded in 48hrs (2 days) to allow me a chance to fix the problem; when fixing a mistake speed is a virtue and what you subsequently did by stealing my game because of your foul up is a slothful amateur approach verging on robbery. Why is their no safeguards in place? Ex: A notice within 72 hrs informing me that Microsoft made a mistake in not properly informing me of the package deal contractual hidden clauses and how it could be solved. Simple and fair, no debacle due to proper communication! What safeguards will be undertaken to ensure this does not happen in the future? I bet nothing judging by the way Microsoft is attempting to penny pinch the problem away with, ''Oh its fine! Just buy the Standard Edition for 100$'' Excuse me? That is BS. I am not paying 65$ dollars more when I was offered 65% off the Ultimate Edition with more stuff!

Microsoft is not a friend this is a business and when a business messes up they accept their screw up, honor the deal give me a personal deal for 65% off Diablo 4 Ultimate Edition because a business can be held accountable. I hate it when a company thinks they are so big that the normal rules they dictate means they don't have to follow. I followed all the rules and this is how I get treated? Punished for another's failure! I know someone messed up in the promotion, this was admitted to me, to err is to be human but this is a business not a human that takes the responsibility for those human actions. What is occurring here is a situation where the workers are hiding behind Microsoft, not accepting any responsibility for their mistakes! Now are we going to be reasonable? Is whomever reads this next going to put some actual effort into their job and reach a mutual level of satisfaction for the customer and the company? Sorry doesn't give me my game back! Please answer ALL of my questions as they are important.

Hi

You sure got a cushy job Geri, you don't help anyone! My problem is an EXCEPTION there is no resolution or comparative predicament I can find in your suggestions or forums that meet the criteria of the situation created by Microsofts horrible handling of the situation. That is right there is no category that is called: Illegally refunding games from consumers due to negligence on properly specifying terms of contract! There was NO PACKAGE DEAL MENTIONED! when I bought the Ultimate Edition for 65% less. Sure I will continue to FOLLOW THE RULES DICTATED BY MICROSOFT but at what point will Microsoft follow the rules also and give me recompense for their mistake created? Punishing customers for your own follies is ridiculous!

I do not know how many times I have to reiterate that this is a company that has to follow certain laws and business practices which do not include reneging on an agreement due to not properly dictating the terms. Microsoft is not going to go bankrupt via honoring the 65% off Ultimate edition deal for the consumer, in fact D4 has had record breaking sales! So give me my deal at 65% off Ultimate edition with no hidden strings attached!

Microsoft needs to accept that they made a mistake and they can't sweep this under the proverbial rug by illegally refunding me and expecting me to have the money to rebuy the Standard Edition at $100, some of us aren't that rich! This problem was created by Microsoft and I have an extreme issue with how this problem was resolved. I should be given the game for free for all the stress and hassle Microsoft is putting me through. I waited 10 years to play this game! Do I need to find an alternate mediator? because I think the FTC would find this interesting.

How can I NOT let this experience dominate my judgement? Microsoft is acting like Judge, Jury and Executioner! Who is to say what game next will be illegally refunded from my account? Geri you write about honesty and support but lets truly be honest and admit you can't do anything, what support? Are you delusional? Keep drinking that Microsoft kool-aid! Telling me your sorry doesn't resolve the illegal business practice that was Microsoft's solution. You want to help? Than proceed to put me in contact with someone that can solve this problem that was created by Microsoft in the first place!

Hi

Follow up:

Moderators are no help. What is the point of their job if they cannot fix a problem created by Microsoft? Companies so huge they think they can get away with this, that it is OK to renege on a poorly written contract? I find these business practices appalling and as much as I would like to enjoy my game I cannot because what is to stop them from doing this again? I will not be purchasing my game anytime soon now until I receive the deal I paid for with no hidden package clauses! Great job in coming up with no solution resolutions, oh wait I came up with the solutions! Maybe I should be doing your jobs?, as I would have reached an amiable solution between the parties but I guess that is not your jobs! Your job is to apologize and DO NOTHING, go on keep admitting your mistakes, this is a BUSINESS! Businesses are subject to certain laws and Microsoft is no different so why do they expect me to treat them different when they make a mistake? I am a consumer that bought a product on a deal and Microsofts solution was to illegally refund the game without attempting any explanation because they made a mistake. Great job punishing the consumer!