Max : the curse of brotherhood, games with gold or not?!

However I don't want to download the game and pay the £11.99 and then try to get Free as no doubt they will take forever to refund if at all since will say were told at checkout the price and T&Cs regarding no refunds etc.. but, at the point to broadcast
this on a console marked clearly as FREE needs to be forced to make this game FREE as advertised else at least under UK Law even over an £11.99 game is still liable to be enforced by courts and for enough people sure would make them some problems and head
aches to just make the game FREE as advertised. I even have screenshot as proof if could load up on here.

 

Hey, everyone! We apologize for any confusion. This game was not supposed to be marked for free in all regions, only Japan. This has been changed, and should not be showing as part of the Games with Gold promotion any longer. Thanks for understanding!

If you purchased it, you will want to
contact us to ask for a refund for the confusion. Thanks again.

 

General Info

Chat start time Dec 16, 2015 4:31:25 PM EST

Chat end time Dec 16, 2015 6:04:34 PM EST

Duration (actual chatting time) 01:33:09

Operator Angelika

Chat Transcript

info: The current average wait time is 0 minutes.

info: Privacy Statement

You are now chatting with 'Angelika'

Angelika: Hello, thank you for contacting Xbox Customer Support. My name is Angelika. Please give me a moment to review your question.

Angelika: Hi there Aqua, seems that you are having trouble with some game right?

Aqua: mhmm

Angelika: does it mean yes?

Aqua: yep it sure does

Aqua: I purchased just cause 3 and got a code for just cause 2 which downloaded fine. When I do go to play it - it shows the initial screen and as if about to come on then it minimizes itself and nothing...

Angelika: Okay, may I know when did it started?

Angelika: Alright, can we try some steps? just to see if it can solve this issue?

Aqua: sure

Angelika: Alright, let us start with this one.

Angelika: TEST CONNECTION:

Angelika: Please go to Settings >> Network Settings and Choose Test Network Connection

Aqua: ok

Angelika: Please let me know when you are done.

Aqua: done - everything is good

Angelika: Can I please have you Xbox live email? just to check for some details.

Angelika: Thanks.

Aqua: (blanked out for privacy) *****

Angelika: Thanks.

Angelika: The system sent you an account verification code. Please check the email address that is associated with your account. Then please provide me the code once you recieved it. I need that code to pull up your account details here. Thanks.

Aqua: ok will look now

Angelika: Thanks, take your time.

Aqua: Microsoft Support Code: *******

Angelika: Thanks Aqua

Angelika: Please proceed to this next step.

Angelika: REMOVE ACCOUNT:

Angelika: Settings >> Sign In, Security and Passkey >> Sign In and Security >>Remove me from this Xbox

Angelika: We need to delete your gamer profile, but don't worry, we're only deleting the profile on your console and we can re-download it later.

Aqua: really ?

Aqua: this sounds rather worrying

Angelika: Yeah no worries.

Angelika: It won't affect anything but if you don't want to that's fine.

Aqua: Well I don't want to lose anything for sure

Angelika: We can proceed to another one.

Angelika: Alright I understand how important this for you.

Angelika: CLEAR CACHE:

Angelika: Please go to Settings >> Disc & Blu-ray >> Persistent Storage >> Clear Persistent Storage.

Angelika: Please try this one.

Aqua: ok done

Angelika: Alright. please proceed to this one.

Angelika: please go to Settings >> Network >> Advanced Settings >> Alternate MAC >> Clear Alternate MAC >> Restart.

Aqua: ok done

Aqua: restarting

Angelika: Alright, please notify me when the console is ready. okay?

Aqua: its back n now,,,

Angelika: Alright starting up?

Aqua: it on and ready now

Angelika: Alright.. please try to launch the game now.

Aqua: it did the same - showed tittle screen and then minimizes/closed itself

Angelika: Alright, can we try another steps?

Aqua: yeh sure

Angelika: Alright thanks.

Angelika: Step by Step:

Angelika: 1. In Network Settings select 'Go Offline'

Angelika: 2. Using the Snap menu go to settings and select 'Restart Console'

Angelika: 3. After restart go back to network and select 'Go Online'

Aqua: don't see go online

Aqua: but do see go OFFline

Angelika: Yes please try to click go offline first.

Aqua: ok

Aqua: now click go online

Angelika: yes please.

Aqua: ok done

Angelika: Just to heads up if ever this steps won't work I have another steps that can offer, but just to assure you if ever those steps still won't work, I will suggest you to contact the game developer for that game, which is Avalanch Studios, I believe
they can help you better with this because maybe there are some in games server that is needed to be updated, I hope you understand.

Angelika: Can you pleas try to launch againg the game?

Aqua: ok and it do the same

Aqua: title screen and closed

Aqua: it is for xbox 360

Aqua: but is digital download for xbox one and is on compatible list

Aqua: it goes to xbox360 splash screen then title screen of game and then nothing - then it just minimise and close itself

Angelika: Alright, just to clarify you are trying to play the game from xbox one to 360 right?

Aqua: no

Angelika: Vice versa?

Aqua: the game is a digital xbox 360 download that is to play on xbox one

Angelika: YesI got it.

Aqua: it is on compatible list

Aqua: and was gotten from a code inside the new just cause 3

Angelika: Alright. Can we try to proceed to another steps?

Aqua: for xbox one

Aqua: yes lets carry on

Aqua:

Angelika: On your console:

Angelika: 1. Settings - Network - Disconnect Wireless

Angelika: 2. Settings - Power & Start Up - Turn Xbox Off

Angelika: 3. Turn On system by pressing the power button

Angelika: 4.turn on the Hotspot/Tether of your Mobile Phones

Angelika: 5. Go to Settings - Network - Set Up Wireless Network

Angelika: 6. Connect to the Hotspot/Tether

Angelika: 7. Launch the game that has syncing issue

Angelika: 8. NAT will be strict, tell cx that it's ok

Angelika: 9. Once all games are syncing already

Angelika: 10. You can go back to Network and connect the console with the default connection

Angelika: I appreciate your patience and understanding regarding with this matter.

Aqua: no problems

Aqua: it is already connected to network

Aqua: nat type is open and all services are available

Angelika: Yeah but let us try to connect it using a mobile hotspot if it's possible?

Aqua: o..k...

Aqua: not sure how that work

Angelika: If it's just possible for us to connect it using a mobile hotspot we will just need to try.

Aqua: ok but I don't know how

Angelika: Just feel free to ask me on which part you don't understand with the steps.

Angelika: Just to heads up if ever this steps won't work I have another steps that can offer, but just to assure you if ever those steps still won't work, I will suggest you to contact the game developer for that game, which is Avalanch Studios, I believe
they can help you better with this because maybe there are some in games server that is needed to be updated, I hope you understand.

Aqua: ok well put up the steps and I follow them

Aqua: as no idea how to connect to mobile hotsspot

Aqua: as well as not sure there even be one near Me in Wales

Angelika: That's fine I can help you every step of the way.

Aqua: usually get internet through phone line directly

Angelika: Oh alright, so you don't have any mobile hotspot available on your house, as of the moment?

Aqua: the router is wifi

Aqua: but no mobile hot spots as such

Angelika: Alright, that's fine.

Aqua: there is only one connection shown to connect to - that is Mine that on now

Angelika: Alright, I understand.

Angelika: If that's case I'm afraid to say but we will need to conatct your game server regarding to this which is the Avalanche studios. I hope you understand.

Aqua: so how to contact them ?

Angelika: I will try to look for it can you please give me a minute?

Angelika: Thanks.

Angelika: avalanchestudios.com/Support

Angelika: Please refer to this site please?

Aqua: I will also uninstall the game and try re-installing but, I wonder if is a problem with the xbox 360 side of the xbox one

Angelika: Yeah that, would be great. I guess that' won't be the case. Because the game is under the list of compatible games, so that should be working on XBox one.

Aqua: mhmm

Aqua: also about the other problem I had mentioned at start - there is a game free to gold members called max - curse of brotherhood. it is shown as FREE to gold members but, when I try to download it by clicking like normal it wants to charge me for the
game ?? How can this be advertised as FREE yet then try to charge me ?

Angelika: Alright, I understand have you check your billing info at billing.microsoft.com just to make sure that you were charged for that game?

Aqua: I have not downloaded it to find out

Aqua: as I don't want to be charged for a free game

Angelika: Oh alright, let me check for that article just a moment please.

Angelika: Alright, thanks for waiting Aqua, As I check the game is only a trial version.

Angelika:
marketplace.xbox.com/.../66acd000-77fe-1000-9115-d8025841145e

Angelika: Please refer to this link.

Aqua: it is marked as free to gold and normally 11.99 but struck out and says Free to gold members and meant be full game.

Aqua: this is showing today 2015 not from 2014 as trial

Angelika: Alright.

Angelika: Max: The Curse of Brotherhood was a GwG title in June of last year (I believe); however after seeing your thread I checked around and found quite a few blog posts referencing the current unexpected free offer most recently as of 40 minutes ago.

Angelika: Since I've previously purchased this title I cannot see the current price; however, its possible from the console the price has not yet been updated; are you able to view it for free at the marketplace webpage @

store.xbox.com/.../1d6640d3-3441-42bd-bffd-953d7d09ff5c

Aqua: I have a screen shot I can send you showing the title listed now as free

Angelika: forums.xbox.com/.../2091866.aspx

Angelika: PLease refer to this forums Aqua, this customer was also having the same issue as yours.

Aqua: on the link you put above it is shown for sale £11.99 however on my xbox one screen now it is shown as free to gold members with price scored through and FREE. If this is not the case then is false advertising and misleading under the sales act of
the UK

Angelika: I understand your concern Aqua, but have you tried to check on the last link that I have sent? I believe you can get some details regarding to this and it also gives a good explanation regarding to that.

Aqua: what it says on a forum and what is placed on my xbox by Microsoft are 2 completely different things

Aqua: and since it put here on my console and marked as free then when click it tries to charge is not acceptable under UK Laq

Aqua: UK Law

Aqua: this is something that a UK court would enforce to have the game given FREE as it is advertised.

Angelika: I understand your concern Aqua it's just that the article wasn't updated yet. I guess that's why you are getting that page.

Aqua: I don't wish to go down this route but I have screen shot as proof and this should be enough for someone there to make this game downloadable Free for Me without having to read such crap in forums...

Aqua: it is showing FREE now

Aqua: not My problem if was not meant to

Aqua: they are responsible for all that goes out to us customers

Aqua: if was not free then don't send it out advertising it

Aqua: cannot expect us to pay afterwards when clearly advertised as FREE whether it is mistake or not

Angelika: I know that this can really be frustrating and as a consumer myself I can certainly understand your frustration. But that is just my way to help you understand us regarding with this matter.

Aqua: well how is it helping?

Aqua: are you going to give Me the game for Free or not ?

Aqua: it is clearly advertised for FREE

Aqua: if not - then I will build a challenge for courts in UK for this which I would win and seek more in compensation than just a game since being forced to take such a route.

Angelika: As much as I want to give you what you wish but I really don't have the power to do that I hope you understand, I suggest you can try out some other games that is also listed on the games with gold section,

Aqua: lol are you joking Me

Aqua: trying to fob Me off with go play some other games

Aqua: Microsoft have advertised a game as FREE on a UK console covered under UK Law

Aqua: this game must be FREE else liable to UK prosecution.

Aqua: does that make sense

Aqua: telling me to play other games is a joke answer

Aqua: I wish a manager to phone Me regarding this matter.

Aqua: I will put this conversation up for all social media to see what a joke answer you give

info: Your chat transcript will be sent to [Mod Removed] at the end of your chat.

Angelika: I understand how much you want that game Aqua, and as much as I want to give you that it won't be possible for me. and even if you wish for a manager or a supervisor, they will just tell the same thing that I am offering you.

Aqua: Then get someone in your legal team who deals with the UK to call Me - they will understand what a mistake has been made.

Aqua: False trade description. . (1) A false trade description is a trade description which is false to a material degree. . (2) A trade description which, though not false, is misleading, that is to say, likely to be taken for such an indication of any
of the matters specified in section 2 of this Act as would be false to a material degree, shall be deemed to be a false trade description. . (3) Anything which, though not a trade description, is likely to be taken for an indication of any of those matters
and, as such an indication, would be false to a material degree, shall be deemed to be a false trade description. . (4) A false indication, or anything likely to be taken as an indication which would be false, that any goods comply with a standard specified
or recognised by any person or implied by the approval of any person shall be deemed to be a false trade description, if there is no such person or no standard so specified, recognised or implied.

Aqua: Trade Descriptions Act 1968 1968 CHAPTER 29

Aqua: An Act to replace the Merchandise Marks Acts 1887 to 1953 by fresh provisions prohibiting misdescriptions of goods, services, accommodation and facilities provided in the course of trade; to prohibit false or misleading indications as to the price
of goods; to confer power to require information on instructions relating to goods to be marked on or to accompany the goods or to be included in advertisements; to prohibit the unauthorised use of devices or emblems signifying royal awards; to enable the
Parliament of Northern Ireland to make laws relating to merchandise marks; and for purposes connected with those matters.

Angelika: I understand you Aqua trust me. it's just that this game is a game with gold offered only for Customer's in japan. Here'e are some link that can be a proof of what are the games with gold available on your region.

Aqua: it not matter that you say is for japan - it is showing up for Me and many who are NOT in japan

Angelika:
majornelson.com

Aqua: lol your excuses are more lame

Aqua: I want to be called by someone in charge

info: Your chat transcript will be sent to [Mod Removed] at the end of your chat.

Angelika: I really want to help you regarding with this, but we have a different department for phone support, since this is a chat support if you want I can give you our number so you can use that to call us on our phone support department.

Aqua: ok what is number

Aqua: for UK

Aqua: ?

Angelika: UK: 020 7365 9792 or 0800 587 1102 Here's it is

Angelika: Sorry for the delay.

Angelika: Will there be anything else I can help you with?

Aqua: As stated this conversation will be now placed on the forums and I will be taking further legal advice on the handling of this so far if the game is not FREE within 1 week of todays date.

Aqua: Free to the Gold members whos consoles it appeared on regardless of country intended for - just to be clear

Angelika: Alright, I understand but that is the only thing I can think of, And what I have said is clear and also stated on the majornelson site, if that will be yuor decision I will give my full respect to that.

 

Thank you for the official response Misses Quinzel!