Poor Series X upgrade does not get refunded!!

AEK84 · Feb 7, 2022

Hello,

So I bought Wreckfest Complete Edition on Series X and I am having a complete blast. Great stuff. At least the Xbox One version.

The game offered to me to sell a Series X/S upgrade for 10 EUR (!) claiming that it would run at 4k60fps . Normally I don't bite, but on my 8k TV increasing the pixel count sounded like a good idea. The game is originally from 2014 and I know it runs well even on very modest PCs.

This game on Series X is almost unplayable on some tracks, with massive stutters and slowdowns in corners and loops when framerate matters the most. Now, my TV does not support VRR (which is rarely an issue as most games have a performance mode - which is my preferred way to play all games in motion) and this game does not have performance mode there is no way to solve it (according to Reddit there used to be and it was removed with Series X "upgrade").

To make things even worse, I uninstalled the Series X "upgrade" (downgrade) and requested a refund. Refund was denied, as I have downloaded and used the program. How am I supposed to know that the Series X "upgrade" will not run a 7-8 year old game at a rock solid 60 fps? I thought that this supposed to be the ultimate powerful console.

Even worse, you cannot even get to speak with customer support for this topic. How can I speak to someone to solve this issue ?

Do I need to watch reviews before each small purchase because Xbox does not take responsibility for its overpriced software ?

Again, this is not buyers remorse, I intend to keep the other parts of the software and use the superior Xbox One version.

I am originally a 360 player, who switched to the main competitor in 2011 as main platform (I still had a One S 2T) and came back in 2021 to xbox as main platform for this generation. I honestly start regretting this decision. Luckily, I do have the ugly white competitor also sitting here, so I might downgrade myself to be a game pass only customer.

Either get THQ to fix their game (they wont because the online part of the game is dying with little player counts) or pay me back my money for the inferior Series X "upgrade".

Having tried around 20+ games on Series X, I thought these issues were behind us...

Thank you for reading.

Kind regards,

:)

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 AEK84, how are you today? Hope you're well.

I'm truly sorry about those inconveniences. :/

Also, what you could do about the refund, is to fill out a refund form and explain what happened and why you're requesting it.

First you will have to check the order number on 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-...

Unfortunately, could be also a development issue on the game, and not just an issue with the console itself.

You see, some games that received the next-gen upgrade have some development issues in their code, which could stand out when played, showing as lags, stuttering, visual issues etc... :/

But this is actually normal when transitioning from one generation to another, this could happen indeed when an older game gets a next-gen update. :/

AEK84

Hello Vinicius,

I have already done so. I have received a negative answer regarding the refund, as I have downloaded the graphical "enhancement" - which in my opinion the only way to try it. I mean how else would I know, it does not work.

Regarding your other comments, I respectfully disagree:

-The game without the Series X patch runs near flawlessly albeit at a lower resolution and possibly some settings (probably 1080p and medium but at near flawless 60 fps as far as I can tell - I am not Digital Foundry so when I complain, it is because the issue is repeating and really disturbing). So the issue is only with PAID the Series X version of the game.

-This is not a boosted upgrade free of charge, but paid content. I paid for the Xbox one version of the game (25 EUR) and I paid for this graphical "upgrade" separately (another 10 EUR). In fact if the upgrade does not work at 4k60 as advertised by THQ on Xbox interface - which is the only thing it is supposed to do.

-The issue is an issue of Xbox, as Xbox is the distributor and it allows the the publisher (THQ) to sell untested/ poorly developed material.

-I know that there are some issues some times with upgrades, but when it is free of charge issues are forgiven more easily. Also, since you brought it up: Halo, Forza Horizon 4, RDR, Ori, Gears, even many 360 games etc. all run better with free upgrades than this game with a PAID upgrade. I could bring up just as many titles on PS where they also managed this transition properly (e.g. paid spiderman upgrade brings raytracing to the table with a new expansion), so this is really not normal.

Given all the above point, can you please help me get a refund ?

I will not go broke if I don't get a refund, I will only take most of my business back to Sony where I was for exactly 10 years. It is a shame, as I was until today very happy with Xbox (first time in a decade) and I was telling good things about your services.

Thank you in advance.

KR

L4c3rd4

Unfortunately my friend, in this community we do not have the power to change Microsoft's decision. :/ You would have to contact the Xbox support directly to try to request the refund.

ngocphi

I'd reply to the rejection email due to the recent changes you might get a more recent decision

ROBIN H 25

Not really...

Xbox Series X games / upgrades / updates has to be installed onto the Series X internal or expansion card SSD,

You can have Xbox One games on your external hard drive that will get an Series X upgrade but the games will need to be transferred to the Series X and then the Series X upgrade will need to be downloaded onto the Series X SSD,

As an example...

I have Marvel Avengers on my external hard drive that will get the Series X upgrade and I will transfer the game over to the Series X SSD ready to download and update the game to the Series X version when available.

Poor Series X upgrade does not get refunded!!