Really unhappy with Lords of the Fallen and Microsoft support. How to escalate?

Here is the conversation I just had with Microsoft chat support about Lords of the Fallen. Needless to say, I am rather unimpressed. Is there a way to escalate this beyond the rather pedestrian support I received from this particular agent?

info: at 20:33:43

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Privacy Statement

You are now chatting with 'Zaree'

Zaree: at 20:54:44

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

Zaree: at 20:57:32

Hi Nicholas! How are you doing today>

Nicholas: at 20:57:46

good thanks

Zaree: at 20:58:33

Glad to hear you are doing good Nicholas!

Zaree: at 20:58:36

How may I help you today?

Nicholas: at 20:59:01

did you not see the message i sent?

current average wait time is 17 minutes. Thank you for current average wait time is 15 minutes. Thank you for current average wait time is 14 minutes. Thank you for current average wait time is 12 minutes. Thank you for current average wait time is
9 minutes. Thank you for current average wait time is 8 minutes. Thank you for current average wait time is 7 minutes. Thank you for current average wait time is 2 minutes. Thank you for current average wait time is 1 minutes. Thank you for current average
wait time is 0 minutes. Thank you for

Zaree: at 20:59:39

Unfortunately, the system failed to gather those messages Nicholas. So sorry.

Nicholas: at 20:59:43

no problem

Zaree: at 20:59:46

Can you please tell us more about what happened though?

Nicholas: at 21:00:13

i recently purchased a digital copy of lords of the fallen and it is straight up terrible. I hear that xbox one users are entitled to one refund per year on digital games. i would like a refund for lords of the fallen

Zaree: at 21:01:36

I understand that Nicholas.

Zaree: at 21:01:39

So sorry to hear about that.

Zaree: at 21:01:47

May I know what happened to this game?

Nicholas: at 21:02:33

nothing happened to it. it just runs extremely slowly, feels very buggy/glitchy and i am not satisfied with the gameplay

Zaree: at 21:03:48

I see Nicholas. We are so sorry to hear about that.

Zaree: at 21:04:35

For any game play queries. I am afraid that it must be dealt with the game publishers itself and yes we can provide you guys a refund however we must need to undergo some steps first before that. Nicholas: at 21:05:22

alright

Zaree: at 21:05:43

First thing we will be needing you to do is to contact the game developer of this game and report it to them.

Zaree: at 21:07:03

Would that be fine Nicholas?

Zaree: at 21:07:08

Cause they can actually help you improve the game.

Nicholas: at 21:07:14

who is the developer of the game and how do i contact them?

Nicholas: at 21:07:20

i don't want to improve the game

Nicholas: at 21:07:22

i want a refund for it

Zaree: at 21:08:28

I understand how you urgently wanted a refund Nicholas.

Zaree: at 21:10:13

Take a look at it this way. You bought a food from a store and you just observed that the food does not taste good for you even though it is just it's normal taste then you decided to return it to the store. Well I am afraid that the store isn't giving you
a refund on it for you already have consumed the purchased product. I am just referring to business perspective though.

Nicholas: at 21:10:57

any store would give me a refund for food that I don't like

Nicholas: at 21:11:56

Walmart.com Help: Error

Nicholas: at 21:12:44

loblaws

Nicholas: at 21:12:45

Returns with Original Receipt: Merchandise may be returned for exchange or refund within 14 days of purchase with original tags and packaging. Exchange only after 14 days. Some exceptions apply. Returns without Original Receipt: Exchange may be offered for
product in its original package, depending on condition of product and date of purchase. Photo identification may be required. Home, Electronics and Leisure: All sales are final after 30 days. Software, VHS’, CD’s and video games are only refunded when in
original sealed package, with exchange for same item being offered if the product is opened and defective. The Try It You’ll Love It GuaranteeTM: If you are not completely satisfied with the quality of any President’s Choice® food or no name® food products,
Teddy’s Choice® or Exact® products, simply return it along with receipt or original package for and exchange or refund. All sales are final on: Gift cards, phone cards, special event tickets, books, newspapers, magazines, pierced earrings, hats, underwear,
opened packages of sheets or pillows, prescription drugs, tobacco, lottery, seasonal event merchandise and clearance items. How can I order flowers? Flowers can be purchased online at www.flowermarkets.ca, by phone at 1-800-472-7363 or directly by calling
an individual store. Visit the store finder on our website to locate more information. Do stores prepare fruit baskets? Fruit baskets can be ordered through our floral departments and Salad bars. Kindly contact your closest store for more information. Visit
the store finder on our website to locate more information.

Nicholas: at 21:14:41

Metro Department Store

Zaree: at 21:14:51

Same thing as when you buy a game disc from a retailer. Once you bought it you can never return it regardless if it has a defect from it. And aside from that, according to our Xbox Live terms of use, all of the sold content on our Xbox Live marketplace is non
refundable. Should we violate that can lead both of us to danger. We could both have offenses, me from my job and your account to be flagged as marketing fraud.

Nicholas: at 21:15:12

no frills: Returns with Original Receipt: Merchandise may be returned for exchange or refund within 14 days of purchase with original tags and packaging. Exchange only after 14 days. Some exceptions apply. Returns without Original Receipt: Exchange may be offered
for product in its original package, depending on condition of product and date of purchase. Photo identification may be required. Home, Electronics and Leisure: All sales are final after 30 days. Software, VHS’, CD’s and video games are only refunded when
in original sealed package, with exchange for same item being offered if the product is opened and defective. The Try It You’ll Love It GuaranteeTM: If you are not completely satisfied with the quality of any President’s Choice® food or no name® food products,
Teddy’s Choice® or Exact® products, simply return it along with receipt or original package for and exchange or refund. All sales are final on: Gift cards, phone cards, special event tickets, books, newspapers, magazines, pierced earrings, hats, underwear,
opened packages of sheets or pillows, prescription drugs, tobacco, lottery, seasonal event merchandise and clearance items.

Nicholas: at 21:15:37

actually, it would be a breach of contract

Nicholas: at 21:15:43

which is not fraud

Nicholas: at 21:15:48

nor is it criminal

Nicholas: at 21:15:59

if both aprties to the contract agree to get out of it, then there is no brach of contract

Nicholas: at 21:16:10

microsoft is one party to the contract=, I am the other party

Nicholas: at 21:16:16

so if we both agree, there is no fraud

Nicholas: at 21:16:47

so now that we have established that, please go ahead and process the refund

Zaree: at 21:18:06

Unfortunately, refunding the game with an in game query reason is not possible. Regardless if you are having hard time installing the game, accessing the game or accidental purchase then we could do something about that.

Nicholas: at 21:18:34

i just want my money back because the game sucks

Nicholas: at 21:18:50

i would expect microsoft to stand behind the products they sell

Zaree: at 21:19:23

Of course we do Nicholas. However, we do also have some boundaries and it is not possible for us in the first place to violate our terms and conditions.

Nicholas: at 21:20:50

sure it's possible for you to. you are just choosing not to

Zaree: at 21:20:50

Here's the best thing I can do for you.

Nicholas: at 21:21:04

well, you personally aren't of course

Zaree: at 21:21:07

As much as I would love to do so Nicholas. However, it is not possible for us here.

Nicholas: at 21:21:09

but micirosoft is

Nicholas: at 21:21:17

ok, what is the best you can do for me?

Zaree: at 21:21:41

Best thing I can do for you is to provide you contact details for the publisher of this game.

Zaree: at 21:21:45

Refer to this web site below.

Zaree: at 21:21:45

http://www.square-enix.com/

Zaree: at 21:22:10

You can contact them if you want and tell them how much you disagree about the game.

Zaree: at 21:22:12

Is there anything else I can help you with?

Nicholas: at 21:23:10

please provide me with an email address at microsoft where i can escalate this issue

Zaree: at 21:23:32

And by the way. Another publisher of the game is Bandai which can be reachable also for this case. Zaree: at 21:23:37

BANDAI NAMCO Entertainment Europe |

Zaree: at 21:23:55

There is no way for us to have this case escalated Nicholas. As much as I would love to do so however it is not possible for us.

Zaree: at 21:24:13

As this is not on issue in behalf of Microsoft for in the first place this is an issue with the game publishers.

Nicholas: at 21:24:34

of course there is.

Zaree: at 21:24:35

So I would highly suggest you to contact them and ask them a possible refund for this game since you don't like it.

Zaree: at 21:24:52

Take good care of yourself. Thank you for contacting Xbox Support. Bye.

info: at 21:24:53

Chat session has been ended by the agent. system: at 21:24:56

You are not currently in a chat session. system: at 21:24:58

You are not currently in a chat session.

:)

 

Lords of the Fallen....Ultimate Game Sale?

According to official support in the support forums Lords of the Fallen was not meant to be in the sale & was taken down

 

Lords Of The Fallen

Lol,go through the door next to the tutorial dude you fight & follow the corridors round.It's a red crystal type thing on the floor.

Easy to find if you look around.

 

Hey there FineDontcare!

I'm really sorry to hear about your experience so far. Unfortunately we are not equipped the ability to provide refunds,the best folks to contact is our phone support, which you could get a hold of at our Contact
Us page.

 

I had the exact same experience. Game I bought was awful, yet I could not refund it. Was told there was no one else I could contact. I had reached the "highest level of support." Garbage. Any decent retailer allows a retunr of something for any reason
within 14 days. I know this because I work for a retailer. I also know this because GameStop will allow you to exchange a game for another one within 14 days if you are unsatisfied with it for any reason. Apparently, though, Xbox Store and Xbox Support
is not worried about customer satisfaction whatsoever. The game is absolutly no good and will never be played again after 5 days is not enough of a reason for them to provide a customer service and return a terrible product.

 

Everything in the marketplace does state that there are no refunds so you do agree to that when you confirm the purchase. They generally will give refunds if there is something actually wrong with the game, but not just because you don't like it.

Also, game stores do have different policies, bit a lot of retailers will not return a disc after it's been open unless there is an issue with the disc.

 

Hey, guys! This thread is a bit old. Smwutches hits the nail on the head, though. If you need assistance with any other support issue, please post up a new thread detailing what you're running into and troubleshooting you've completed. This way our community
can get you the individual support that works best on the forums.