!!COMPLAINT!! Xbox One S with "inactive" Game Pass Cards

I experienced my worst interaction with the microsoft customer support today and wanted to share it with everyone reading this, as the Support obviously just didn't care or just cant. This post is more likely something between a warning for customers, a
feedback for Microsoft and most of all an expression of my unmeasurable dissapointment than an discussion.(Feel free to give an opinion)

So me as a kind guy wanted to give my sister an Xbox One S all digital as a Chrismas present. So i bought one on Black Friday Sale for about 100$. As almost all consoles were sold because of this offer I ordered it online for pick up in a well know electronical
supply shop in Europe (SATURN). I picked it up went home and hid the present till Chrismas. When wrapping the Xbox i noticed there were 3 month Xbox Game Pass Ultimate on top of the box, attached in a little plastic bag and I was wondering: "Nice, i did't
even knew it was included when i bought it" and was happy about it, so my sister could play a lot of games right from the start. But as she wanted to activate the code on the card it said: "The code must be activated from the store first".

I wondered why it said that, so I contacted the support from the shop first. When calling first they said they will send a ticket to the store but nothing happened. One week later my sister tried the same and then they said we should go to the store with
the recipe and they will activate it. Like we were told we went there and they said, that the code was not included an we need to pay extra 40$ to use it. I was shocked first and of course refused the payment. But I couldn't believe that microsoft would do
such a thing. The lady at the store told me, that microsoft sometimes would attach inactive cards outside the box. These should be noticed by the cashier or the customer when bought, says the theorie. Because i was never told anything like this.

I was frustrated. I mean it was not obviously marked as additional option and so i felt like i was tricked. Even if the code itself wasn't payed off by me, I had the urge to communicate with the microsoft support to tell them that this is the worst in marketing
I have ever seen and might even get a little replacement for this kind of treatment. And to be clear: I am not angry because i didn't get the product I didn't pay for, that would be ridicoulus BUT I am angry because they made me think I purchased it or it
was included and nobody told me about it!

So I had the first of 5 conversations with the customer support.

Support 1: I chatted with the US-Support and described my situation. The guy was really nice and tried to help me. He reported the issue and gave me the number of the Microsoft Corporate and Sales Team, so i could also give some feedback there and might
be able to get some kind of replacement for the bad time i had with figuring all this out. (At this time the status of the code was "inactive")

Support 2: I had to contact the support a second time because I unfortunately live in central Europe and therefore would pay a lot of cash for a call to the US. So I asked if there would be someone I could call without further costs for me. The Support only
could give me the number of the Marketing Team in Great Britain which also costs extra for me to call. But she also told me that i should get in contact with the support in my countrie. So I did...

Support 3: The Support in my country told me that the code now had the status "deactivated". A deactivated code means that it can neither be used nor refunded. Then i was told that the support can send me a formal letter that would ask the store to give
me a refund or replacement.

Unfortunately the shop I picked it up was miles away, because it was the only one who had consoles left in stock when i bought it online. So I had to travel there which had some expenses for me :/. As i was in the shop and talked to the service there, they
didn't even care about the letter and told me that this is Microsofts fault, and they only have these codes on some of their packages like 30-50% or something like that. They also told me, that there were a lot of other people that complained about the same
issue and that he will talk to his Microsoft Product Provider and fix this. But he also couldn't give me any replacement for my efforts. I was exausted and angry because all I had from this present that i bought was stress and disappointment....

Support 4: After I went out of the shop I instantly called the Support in my country and told them about it. They apologized for my situation and for my confusion told me that microsoft deactivated the code. Micrsoft does this when a code was hacked or misused
or something like that I was told. So there I was, still no report to the Marketing Team and no replacement for my efforts(+10h)

Support 5: The last support session wore me down... The support clearly misunderstood my situation and always told me that the code was deactivated and can't be refunded which i already knew. He also quoted the last consversations "fitting him"I had with
Microsoft and used them against me. He denied some of the things Microsoft Support told me to do. I was raging, and openly apologize that I used an inapropriate word, but I didn't insult him and censored it myself with **. I said that i feel treated like a
piece of "excrements". He said if I use inapromriate language again he has to cancel the chat. I also apologized to him. I tell all of this to you, that you know how angry I was... I realized that i could forget the replacement, but i wanted to give some seroius
feedback and seeked for a contact. I just want the Marketing Team to know that they really messed up, that was all I wanted. The Support on the other hand refused to help me even if I told him that my issue isn't solved yet and I wantet to talk with him about
the best way to give feedback. But he just cancelled the chat and left me there... He didn't help me, he just made it worse.

I know this is a long story but I had to speak myself out, because the support wanted me to be silent and let go.

All I want is that my experience is somehow reaching the Marketing Team, so that no more people will "fall" for this and dont have to go through the same as I did.

I all of you have a nice day, at least better than mine...

:)