Having trouble getting a refund.

icedterminal · Jun 8, 2020

I purchased Forza 7 early in the AM of today. I saw it was on sale and decided I'd finally try it. Unfortunately this game does not run well.

I can start the game but when it comes to loading the races is where the issues start. The UI disappears and the game hangs. It's not frozen completely nor does it crash. It just sits there playing the animations. So all I see is this:

To further detail steps:

1. Start game

2. Start a random race in single player.

3. Game loads the race and you can play.

4. Exit race.

5. Start a random race in single player.

6. Hangs.

To correct this I have to close the game. I played for almost 3 hours and each time I wanted to do a race after the first one, I had to restart by force close. This isn't how a game is supposed to be played. The first time it happened I thought it was just
a fluke. But no, it happens just like this. One time I sat there for over 10 minutes while browsing the internet trying to find if someone else had the same issue. I came up with people getting stuck on the initial loading screen. Which is not what I am experiencing.
10 minutes on the same screen confirmed it was just not loading at all.

I contacted support and detailed this issue. They got back to me same day, closed the case and declined a refund. The email said, quote:

> Our refund policy doesn't allow refunds for digital game products that have been played or consumed. Thanks for understanding.

This is a problem. How would I have known that the game was not going to work if I hadn't played it? There is no logic there. I know there is a process of very generic "Have you restarted? Updated drivers? Updated Windows?" on forums. I am by no means your
average user. I work for an IT company. I run computers all day. I am an avid gamer and my personal computers are well maintained. I can assure you everything is up-to-date. Here is the dxdiag report https://gist.github.com//23fd5de77fb527c408b9babbcb4efaf7

The hoops I had to jump through to get the support channel I needed was woeful. I would like some actual assistance here in getting this resolved. I don't like having a game I can't actually play. That's $40.

:)

icedterminal

Thanks for your suggestions.

I have reinstalled once already. Uninstalled, rebooted, reinstalled. It's a 100gb download and I'm not doing that again. Comcast does have data caps for residential customers. The reinstall had no effect.

An OS reinstall / reset is out the question. I have version 2004 (19041.264) and it was fresh installed on 5/20/20. Completely wiped the SSD first as upgrades tend to cause issues. I have no interest in reinstalling my other games, software and drivers for
one game. And expecting a customer to do that for a single product is a stretch. Especially when the OS was only just recently installed.

Reactor Leak SF

Well....i cant help with the refunds....but maybe i can help make this run better. Not sure which system you are using, but a few things i would try

1) delete and reinstall the game, then

2) hard system reset

if it doesnt work then i would also try a full dactory reset IF you dont have a ton of games installed or dont mind reinstalling a lot of games if you do....im thinking a full on factory reset can help. If yours is an OG xbox one, you might want to go with
a full restore anyways since its an older system

icedterminal

Yeah that's a problem too. I can't do anything else because the buttons to ask for a refund are now gone.

But thanks for your feedback none the less. I wasn't aware this was all volunteers.

Honda Man 04

There isn't any additional steps that we can do here because we are volunteers and have no impact on decisions. Other than responding or contacting them again, my only suggestion would be to dispute the charge if you used a credit card.

Daft Badger

If someone gets a perma ban for refunds it's because they have somehow abused the refund system.That's a bit harder to do with the system they have now.

Asking for a refund for a genuine reason,which yours sounds like it is,wont get you banned.

It's the people who have a pattern of asking for a lot of refunds that get into trouble.

Having trouble getting a refund.