Misleading informations given by Microsoft support chat regarding refund of a game.

CasualOutlaw · Apr 19, 2022

I bought the game ELEX 2 and after playing it for a couple of hours I realized that I don't like the game because It has to many bugs / is poorly made and asked for a refund after less than a week. This refund was declined because I have played the game for a couple of hours. I have screenshots and a chat transcript from the Microsoft chat where I was told twice that I can return the game within 30 days without any time limit (even I had played the game for only about 4 hours or so). I was given the false information's twice and can prove it. What can I do? Do I really have to take legal steps? I find this very disappointing, highly unprofessional and unlawful.

Please see below 3 screenshots of what has been said in a chat I just had again today to get confirmed what I was told two weeks ago. I also attached a screenshot of the answer from the refund team.

:)

CasualOutlaw

They are only going to deny you again you can try and explain it but you need a better excuse then I don't like it

As mentioned by support the limjt isn't 4 hours but 2hours or 14 days whichever comes up first as its standard even on steam

Abusing the refund policy only ends badly for you

It is NOT a try before you buy policy

The excuse is not that I don't like the game but that I was given the wrong information by Xbox Microsoft Support chat as seen in the screenshots.

ngocphi

They are only going to deny you again you can try and explain it but you need a better excuse then I don't like it

As mentioned by support the limjt isn't 4 hours but 2hours or 14 days whichever comes up first as its standard even on steam

Abusing the refund policy only ends badly for you

It is NOT a try before you buy policy

CasualOutlaw

Update 21/05/22

I have now contacted the Office of Fair Trading | Department of Justice and Attorney-General Australia and awaiting Microsofts response.

Office of Fair Trading | Your rights, crime and the law | Queensland Government (www.qld.gov.au)

CasualOutlaw

Thank you very much for your answer. I have done that already and waiting for a response since 08/04 now. I will do the steps you have recommended again and keep you and the community updated here.

L4c3rd4

Hello dear Gamer, first it's a pleasure to be able to help you today.

My name is Vinicius.

I am a gamer and independent advisor on the XBOX community platform.

Hey CasualOutlaw, how are you today? Hope you're well.

Indeed, that information given to you doesn't match with Microsoft refund policy.

Usually, when we purchase contents, we have 14 days to request a refund and we can use (play) that content for only 4 hours.

If it passed 14 days and played for more than 4 hours, it doesn't mean we would not get refunded, however, the refund request is subject to refusal.

I do advise you to try requesting a refund via the refund form, in there, you get to explain what happened and why you're requesting the refund for that particular content.

First you will have to check the order number in your history:

https://account.microsoft.com/billing/orders/

Then, you will need to complete this form below for a refund.

There you just have to follow all the requirements requested in filling it out, and then wait for an email with the refund response.

This can take up to 72 hours.

https://support.xbox.com/en-US/forms/request-a-...

Misleading informations given by Microsoft support chat regarding refund of a game.