Is this even legal? If so, is it ethical?

Xbox live store sells the consumer a game via digital download. The creators of the game have either purposely or accidentally engineered the game, not only so that you NEED to continuously pump money into in-game purchases to compete, but you won't
know that the online functions you actually bought the game and it's hundreds of dollars worth of add-ons for DO NOT WORK until you are past the 14 day Microsoft terms of service refund period.

To put it more simply. I've purchased a game and in-game purchases totaling $500 over a period of two months (starting at the end of August actually).

A few weeks in, the game glitches up online in a way that I can not change out my players (7 players worth about $80 of my money and countless hours EACH). It is not a common problem so there likely will be no fix for it. The game's support team who I have
spoken with many times have made it clear they do not know how to help me and furthermore, they DO NOT have the ability to issue refunds and direct me back to my retailer which is Microsoft.

Microsoft auto rejects my every request due to the 14 day rule and on EVERY attempt at speaking with a BILLING supervisor, I've been ignored.

Everyone has an excuse but nobody wants to actually provide customer service.

So I ask you all, HOW DO I GET MY HARD EARNED MONEY BACK for this product which does not work as it's supposed to? I'm not being unreasonable. If this game worked I would keep playing and keep putting more money into it as I have done for many years (it's
an annual sports title).

I've been an XBOX online gamer since it was first released in (2001?) My current account is 10 years old and I have NEVER requested a refund before. This is disgusting.

If you don't give refunds and the producers of the game do not even have a possible way to give a refund as they told me, HOW IS THIS GAME BEING SOLD LEGALLY IN THE U.S.? When you buy this game and add-ons there is no hint that you are only entitled to
2 months worth of play and then you've had your money's worth. It's an ongoing, ever updated online experience. That's how it is packaged and sold and expected.

Someone explain to me how I'm crazy. Although I'm sure some moderator will just come shut this thread down because this is embarrassing to customer support as it should be.

:)

 

Get Even

Well... this piques my interest right now. I'm seeing a lot of merging genres and elements (Titanfall) so a game like this can really add a lot for the next-gen (current-gen). And man! The environments are so stunning. Cannot wait for this!

 

So...

I not diggin' this.

confusing doesnt even begin to describe it...

 

You haven't explained what game you are talking about? So we can't say anything to help.

 

If you read all that I've written, you'll see that the game TITLE does not matter in the least. I left it out on purpose. I'm not asking about advice or tips with a game.

 

Technically the store's terms of sale in section 16 of this page
https://www.microsoft.com/en-us/store/b/terms-of-sale says that digital items are NOT available for refunds, although they do give you a chance for a refund and it seems you've taken that route.

Since they've denied your refund there's nothing else you can do, and we can't help on the forums.

If you want a refund on an item I would suggest asking for a refund before the 14 day period that you spoke of.

Sorry.

 

Wow. Not surprised to hear yet another Microsoft employee/agent completely dodge the actual issues I've adressed. So why replay at all?

As I clearly stated, sometimes it is IMPOSSIBLE to know or the game does not have an issue in the first 14 days.

I didn't ask what Microsoft's terms of service are. Actually I already illustrated that I'm familiar with them.

I'm asking if ANYONE OUT THERE with a conscience or some type of ethics can explain selling products which don't work without the possibility of a refund. Does Microsoft realise their store is selling such a product? They must because the more I bring
it up, the more the minions come out the woodwork to try and shush me.

I'm only on these forums because I'm unable to get a Billing supervisor (or anyone in billing at all) to contact me by phone or email. Do you have a Phone number for BILLING? The regular support can not issue refunds although a few of those support people
I spoke with already agreed that I should receive one. Imagine that.

 

First, ambassadors are not xbox staff, we're volunteer gamers.

You can call xbox support here (1-800-4MY-XBOX (1-800-469-9269) [USA]) or if you're not in the USA go here
Contact Us | Xbox Support and go to Billing > No thanks > Error messages and codes > Chat with xbox support or request callback.

It's highly unlikely they will give you a refund since you already got denied on the request form:

https://support.xbox.com/forms/request-refund

All support will redirect you to that page to request a refund.

 

Hello WalkerHouse,

You may of hit a dead end with microsoft but you can still argue your case.

You bought a game and its paid content so think of it as a different type of product you’ve bought from a shop.

If a store fails to refund a product that is faulty you would go to a [Mod Removed – Personal Information]
to complain and see what they could do.

If the case would end up you needed to pay more money i would’nt bother.

goodluck

[Mod Removed – Do not self promote]

 

Well that's the number for support as I've already explained I've spoken to several times. Correct, they cannot issue refunds as I said. Are you just needlessly trying to make the thread longer? I'm not here to argue but what are you two doing? It's your
job to respond here with anything even if it evades all relative issues? I'm sorry about that. Anyone else? How can I speak to BILLING? Not SUPPORT.

 

There is no phone line or direct chat to billing. There is a billing support department in Xbox support that can handle billing issues but refunds can only be done through the refund request form.

I'm sorry but this seems to be a problem that can't be resolved since you have been denied a refund through official channels.

There's not much more to say besides having support handle this. If they've given you an answer then that's the answer.

 

There is no phone line or direct chat to billing. There is a billing support department in Xbox support that can handle billing issues but refunds can only be done through the refund request form.

I'm sorry but this seems to be a problem that can't be resolved since you have been denied a refund through official channels.

There's not much more to say besides having support handle this. If they've given you an answer then that's the answer.

No, they haven't given me an answer. I've been auto rejected by some bot or some low level employee who didn't want to handle my complicated case. Which is why I'm seeking an actual dialogue with a person in billing but it's becoming more and more clear
that Microsoft has made this impossible for a reason.

 

Games with subscriptions, DLC and paid add-ons have been around for a long time across all platforms. The issue here is with the developer, not the retailer but I do appreciate how aggravating this can be. Sorry you are frustrated but you've had a reply
from Billing and your refund is denied, there isn't anything anyone from this forum can do.

 

I didn't ask anyone in this forum to solve my problem but thatnks for the input.

 

Hey Walker thanks for keeping in touch!

We suggest checking out the
Microsoft Service Agreement Refund Policy. Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable. If you believe that Microsoft has charged
you in error, you must contact us within 90 days of such charge. No refunds will be given for any charges more than 90 days old. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation
to issue the same or similar refund in the future. This refund policy does not affect any statutory rights that may apply.

We suggest replying to the email sent by the Refund team since they are the only ones that have the correct tools to process refunds. The only option to get in contact with us is through our

Contact Us link it does have an option to contact one of our Xbox Billing Specialists. Since this is the second post about the same issue and we have addressed this in the

other post, we will be locking this one too.

We are truly sorry to hear about any inconveniences this may have caused. As this is a support forum, if you would like to pursue legal action then we will not be able to assist further. For more information, please visit our
Legal
and Corporate Affairspage. If you would like to troubleshoot, please feel encouraged to start a new thread and we will be happy to assist you there.