Cyberpunk refund denial

FreddieMcCombie · Dec 15, 2020

Ive recently been denied a refund through the request a refund procedure and have some issues. Here was the reason stated.

"I understand you're requesting a refund. Here's what I found out after looking into your request:

We can’t provide a refund to this request. Our refund policy does not allow refunds for digital game products that have been played or consumed. Thanks for understanding."

Firstly, out of the 5 people i know who have requested a refund, 3 were successful with no issue. The further 2 are still pending.

All 5 of us have a similar amount of playtime raging from 5 -30 hours. I'm currently about 10 hours playtime. This is inconsistent.

Secondly, CDPR have issued a statement explaining that refunds for this title will be issued through the store. Again inconsistent to the experience i've had.

After phoning xbox support, i have been told that currently, there's nothing they can offer, but if i phone back in 48 hours the issue shall be dealt with.

Again, more inconsistent responses.

Can anyone give straight answer why there seams to be vastly different experiences in response to requesting a refund for exactly the same circumstances?

:)

FreddieMcCombie

How did you lodge your complaint? I've replied to the email requesting an alternative resolution so far.

I'd be less angry if this were the same outcome for everyone, but it seems to be decided on a whim.

StuartATrueRed

If you get denied a refund, you can reply to the email you got, and explain in as much detail as you can, why you want the refund. Microsoft might then change their minds and give you one.

beamiestear

My refund was also declined except the reason given was my purchase is outside the timeline allowed for refunds. Australian Consumer Law, which ironically is posted directly on the Microsoft website, states that if the item is unfit for purpose or not performing
as advertised or intended, then I am entitled to a refund.

Of course my purchase was outside the timeline. I preordered it. That doesn't excuse the fact the game doesn't work and it doesn't make Microsoft exempt from Consumer Law. I have lodged a complaint.

Halocalipsis

Anyone knows what happened with the copies that came included on the Xbox One X Cyberpunk limited edition console bundle or with the ones that get a key?

It's impossible to get an answer via chat, I have been waiting for three hours and I am still in third place in the queue and the telephone assistance is not working right now.

XBF Brad A

Hi Beau,

Thanks for the replies. Sorry with the issue about getting a refund. Unfortunately, as you stated the customer support and refunds are separate. With all the issues of trying to get refund, first make sure the one who purchased tries the refund. If they
continue I recommend requesting a call from support and talking with a supervisor. As under the terms you should qualify as it hasn't been played for 2 hours and within 14 days.

Thanks,

Brad

Cyberpunk refund denial