Microsoft refuse to refund a game that will not work - can anyone help?

Shelby661900 · Jan 22, 2020

My son used to play Disney Infinity on his x-box 360

For Christmas we bought him an xbox one and last week downloaded the Disney Infinity game for the xbox one but it won't work because:

The Disney Infinity Base is not compatible

You cannot play online as Microsoft has withdrawn support for the game

You cannot buy a compatible Disney Infinity base any more

It is therefore not possible to play the game, yet we were not made aware of any of the above when making the purchase

Microsoft is refusing to issue a refund saying the game has been played!

Please can someone help- this is really bad and not how I would expect a company like Microsoft to behave. My son paid for the game with his own money too!

:)

Shelby661900

He had a DVD for the Xbox 360. We downloaded the game for the Xbox one.

At no time was I informed that Microsoft had withdrawn support for this game. There should have been a message when we were buying the game online. How could this be a fair purchase? It's like buying a car, but the sales person not telling you that the car
isn't legal to drive in the UK.

We bought a game in good faith online, it didn't work. I applied for a refund on the same day; it's simple!

{Parity}

No one in the forums can help with refunds.

For a refund you will have to fill out the form located at the following link.
https://support.xbox.com/en-US/forms/request-refund

Here is the link for support. https://beta.support.xbox.com/contact-us

NeoDan123

To be eligible for a refund the game/app need to meet certain requirements.

1. Have been purchased in the last 14 days.

2. Have not been played more than 2 hours.

There is more information required before they issue the refund, how many times you have requested a refund in the previous year etc.

Lil89Ic3

This is not true, we are currently dealing with Xbox refund [Mod Removed]. Purchased a game that was advertised falsely and will not start up, and when it does start up constantly either crasyes or says we do not own the game. Have uninstalled
and reinstalled approximately 20 times to no avail. We requested a refund and were refused and now it has been more than 14 days thanks to Microsoft taking 5 days to respond.

How exactly is that fair to the customer?

We request a refund before the 14 day period and because Microsoft took 5 days to respond we cannot get a refund. I have been a customer of Microsoft/Xbox for about 23 years and never have i been treated so poorly makes me want to boycott Microsoft/Xbox
and just go back to PlayStation and linux.

Shelby661900

It was refused by Hellena T, Microsoft Support for Xbox

I replied and said I wasn't happy, the same person 'performed an additional review and found it's not eligible for a refund'

Microsoft refuse to refund a game that will not work - can anyone help?