Message to the Enforcement Team (ref: PES15 / Konami)

I was told to post this here by someone from chat support, this is with reference to Pro Evolution Soccer 2015.

No matter how much you spend, how good your team is or how good a player you are - hidden ingame mechanics will influence or decide the result for you. To paraphrase an email I sent to Konami (without changing the context of anything):

"Hi. So I've noticed this game unfortunately uses hidden scripting to influence the results - despite allowing micro transactions accompanied by no message to state this is the case. As such, I would like a full refund of all in-game currency I have
purchased... I do not not expect a refund for the game itself, but you can gladly wipe the contents of my MyClub so that I am in no way unfairly benefiting from this refund. I have no intention whatsoever of playing the game online again and doubt I will return
to play offline either..."

And paraphrasing their response (again, in no way changing the context):

"Thank you for contacting the KONAMI C.O.D.E Team. We are sorry for the inconvenience. Unfortunately, we do not proceed to any refund as we do not sell the game directly to our customer. We also do not provide any restoration of ingame currency as this
content is bought via the XBOX Live. In your case, only Microsoft is able to help you. We are very sorry to hear that PES 2015 does not meet your expectations. We can confirm that all decisions are made with careful research and with regards to customer
feedback, so the more we have, the better."

From the horse's mouth - sorry for scamming you man, our customers want to be scammed, go talk to Microsoft.

So... I spoke to Microsoft, advising them I didn't want to drag their name through the mud and they told me to post here instead. Funnily enough the guy I spoke to agreed with me entirely, but due to his position in the company was unable to personally assist,
which is fair enough.

Moral of the story

Games which allow you to spend real life currency for ingame advantage, only to have that advantage removed due to the outcome of some or all games being pre-determined, or at the very least heavily influenced, should be removed from the marketplace and
modified to remove said advantage. This is surely illegal, and if not it should be.

Why you should care

Imagine your child (or yourself if you have none) having the game of their life, but losing because the game physically would not allow otherwise, despite spending £xxx's of your money thinking maybe it was the tools at their disposal or their ability at
fault. Not only is the potentially psychologically damaging to the person involved, but it's essentially a scam. At no point do Konami or Microsoft warn you that these players purchased will have their abilities affected by hidden attributes which essentially
is not only game-breaking but virtual match-fixing.

In real life match-fixers get fined and go to jail!

All I'm asking for is my money back. Not a great deal, wouldn't you agree?

:)

 

Message to enforcement team

No one from the Xbox Enforcement Team monitors these forums.

Xbox Support can't help you with your ban, they can see only the dates of your suspension not the reason.

If your suspension is done, you might try and remove your account from the Xbox console, hard reset it and then add your profile back and try again

Hard reset the xbox by holding down the power button on the front of the Xbox console for 15 seconds. Then let go and restart the xbox.

1) For account suspensions or bans sign in at this site with your account at
https://enforcement.xbox.com

2) No one here on the Xbox Forums or at Xbox Support can provide the reason or proof why you were banned.

3) No one here on the Xbox Forums or at Xbox Support can change the state of ANY suspension or ban.

4) Only an actual person from the Xbox Live Enforcement Team can impose or remove a suspension or ban on the account.

- "Despite what some may claim, Xbox Live Policy & Enforcement Team will never ever ban anyone “for no reason”. Suspensions always occur as a result of a specific Code of Conduct violation."

Xbox Enforcement | How Do I

5) A suspension or ban on the account is imposed when there has been a violation of the Code of Conduct or Terms of Use.

- Note: If the violation was significant, the account may face consecutive suspensions and the device could be suspended as well.

Code of Conduct -
https://enforcement.xbox.com/en-US/home/codeofconduct

Xbox.com Terms of Use -
https://www.xbox.com/en-US/Legal/XboxComTOU?xr=footnav

6) If you want to contact the Xbox Live Policy & Enforcement Team you can file a Case Review

- You can't file a Case Review if the suspension is less than 24 hours or you failed the questionnaire.

- Note: Currently, Xbox device bans are not eligible for Case Review.

Case Review -
https://enforcement.xbox.com/en-US/Home/HowTo#sub-topic0-6

7) If someone is making offensive remarks to you, do not reply back to them. Report and block them.

- If you're in a party chat and offensive remarks are being made. Your account may receive a suspension just for being in that party if the party is reported.

Submit a report on Xbox One -
https://enforcement.xbox.com/en-US/Home/HowTo#sub-topic2-0

8) It's your account and you're responsible for it. If you let a friend use your account and they violate they Code of Conduct or Terms of Use with your account, then it's your account that will be penalized.

 

message to enforcement team

Sorry but the enforcement team does not monitor these forums. As for what they consider harassment here is a link that explains what they consider it to be Xbox Enforcement | Stay Safe

 

I'm not sure why support would send you to the enforcement team. They only police the Live service and handle suspensions/bannings. They would not be able to do anything about refunds or game specific issues.

If you haven't already, it would be best to contact support by phone to see about getting a refunds. Unfortunately, unless you continue trying to go after Konami, Microsoft cannot do anything about their in-game mechanics.

 

I know, I'm just following Microsoft's instructions. Maybe they're baiting Konami into an official response, I don't know.

All I know is what I've been told by both parties so far, that I'm legally entitled to a refund due to being mis-sold a product (regardless of their usual policies) and that I've since received a further response from Konami to say that they "understand
my frustration"... guessing I'm not the first person to make a complaint about this, just a shame I'm having to air my issue with Konami on a Microsoft forum - as I have a lot of respect for both Microsoft and their own products.

 

Unless there's a free phone number to call them on I'm not going to be throwing more money into the ring here either, but thank you for responding Smwutches.

 

Microsoft's support numbers should be free. If you're in the US/Canada the number is 1-800-4my-xbox. If not, you can get the number for your region here -

forums.xbox.com/.../184869.aspx

 

Ah cool, cheers man / lady. Looks like they do have a freephone number, soon as my flu has cleared I'll give them a call - having worked in call centres I know people coughing down the phone isn't nice.

 

Hey there, ChrisGartler! I'm very sorry to see any confusion surrounding how in-game purchases are handled. Per Microsoft policy, if you were experiencing any issues with those purchases, then our phone or chat team would be able to give you a refund. We
are unable to provide any refunds here on the forums.

Games with microtransactions are not a new thing per se, however they are becoming more popular on consoles. The way the game is coded, whether it's how purchases are made or how specific game outcomes are set up, is entirely up to the developer. If you
believe the required parameters for posting content on Xbox Live servers should be changed, I suggest making a post on our
Feedback site so that your voice can get the proper volume you are looking for.

If you would like to give feedback about how future PES games handle their in-game transaction, I suggest reaching out to Konami again so that they can take that feedback into account.

If you have any other support issues that you need assistance with, please post up a new thread detailing what you're running into. This way our community can get you assistance with the individual situations that you may be running into.