Is there anybody that can help me with a broken DLC?

Hi Matthew,

Sorry for the delayed response.

I’ve received a response from the team and they’re requesting a feedback report (you can submit one via the Report a Problem app on your console when you notice the error) so that they can take a closer look into it. They’ve also advised to contact support once again to ask about a refund, although there’s unfortunately no guarantee that you’ll receive one as the DLC was bought more than 14 days ago.

The Terms and Conditions for refunds:

Digital Game Purchase Refund Terms | Xbox Support

Thanks for confirming. I’ve forwarded this info to the team, and I’ll share any updates with you here.

Hi.

The DLC in question is Train Sim World® 3: ScotRail Express: Edinburgh - Glasgow.

And yes I have contacted the developer multiple times through their ticket support system. They offered me the standard technical advice to fix it such as re-installing the game and DLC. Nothing worked as it's clearly an issue with the game itself. Only the developer can fix that and they haven't. The DLC in question was made by Rivet Games for DTG. So DTG advise that you talk to them. I have done to no avail and now their community manager has taken a personal break for the foreseeable and they won't respond in any other way.

DTG have also just announced the release of the next version of the game and older DLC's are no longer going to be supported. Which means there is no chance it gets fixed.

I’d like to escalate this, but I can only do so with answers to all the questions I asked in my previous reply. The reference numbers are what’s most important.

And yeah, I’ve seen TSW4 being discussed around and that it’s officially released in a few weeks.

By the way, I’m not a Microsoft employee. We’re mostly just fellow gamers and volunteers here on the forums

Hi Matthew,

Sorry to hear that you’ve been sent round in circles with both Xbox Support and the game developer.

I’ll escalate this for you, but I’ll need some additional info. Did you contact the developer through this request form https://dovetailgames.freshdesk.com/support/tickets/new and Xbox Support through https://support.xbox.com/contact-us? If you have any relevant reference numbers, please provide these.

A few more questions:

1. What’s the specific DLC you’re referring to, and are you experiencing the issue on an Xbox One or Series X|S?
   
2. Do you receive any error code/message when you try to play the DLC and have you tried uninstalling and reinstalling it?
   
3. Does your console unexpectedly power off or simply just overheat and crash to the dashboard? Are any other games or apps affected?
   

Also, please create a bug report when the unexpected behaviour occurs. You can add [Xbox Forums] to the title of the report, then share this here once complete.

You’re correct that the game developer are the ones responsible to address this issue (especially as they acknowledged that it was something on their side), and you certainly should be eligible for a refund if the game content you purchased is inaccessible. I’ll see what I can do in terms of getting this looked into further.