Refund for a digital game that does not work was denied

Hello Tritongh,

Thanks for reaching out to the forums. We are sorry for the issue with a refund. Unfortunately, no one here on the forums can help with refunds. They are all done by a certain team. There are many factors in determining a refund. You will need to reply to
the denial email for further assistance or appeal of the denial.

Thanks,

Brad

Brad,

Thanks for the reply. Typically, emails like the one I received do not accept a reply, but I tried it anyway. A day later, no reply to my email. My assumption is that my reply went to an email inbox that doesn't get monitored.

What's also a bit funny is the link in the email to the "Digital Game Purchase Refund Terms" is broken and does not work. It says the page must have moved.

All in all, this is very frustrating. Further, as future Xbox consoles are all digital, it would seem Microsoft needs to reconsider their policy on refunds as it related to defective digital games they are selling through the Microsoft Store.

At this point, is my only option to call the phone number and try to get someone on the phone? I tried to use Chat, but it says Chat is not available for this question.

Appreciate the feedback. Thanks!

Hello IgalVee,

Thank you for posting on the Xbox forums. We will be locking this thread due to it being revived by a new post. If there are any questions, discussions or issues that anyone would like to bring to our attention, please create a new thread. We will be
more than happy to answer any questions or provide solutions for any issues. Thank you again and happy gaming
IgalVee!

I have the exact same issue. Demo worked fine, but ultimate edition not..Forza Horizon 3 Ultimate edition does not work as well:

Forza Horizon 4 Ultimate Edition:

The program ForzaHorizon4.exe version 0.0.0.0 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance
control panel.

Process ID: 27ec

Start Time: 01d6416faab3424a

Termination Time: 4294967295

Application Path: F:\WindowsApps\Microsoft.SunriseBaseGame_1.416.287.2_x64__8wekyb3d8bbwe\ForzaHorizon4.exe

Report Id: 8c42b49b-6fc9-456e-848e-ccacb0895e71

Faulting package full name: Microsoft.SunriseBaseGame_1.416.287.2_x64__8wekyb3d8bbwe

Faulting package-relative application ID: SunriseReleaseFinal

Hang type: Activation

Forza Horizon 3 Ultimate Edition worked fine, before the last update 2004 version:

Faulting application name: forza_x64_release_final.exe, version: 0.0.0.0, time stamp: 0x5b171431

Faulting module name: TargetHardwareProfiler.dll, version: 0.0.0.0, time stamp: 0x57a882c5

Exception code: 0xc0000005

Fault offset: 0x000000000001c826

Faulting process id: 0x24f0

Faulting application start time: 0x01d6403f74e3a09b

Faulting application path: C:\Program Files\WindowsApps\Microsoft.OpusPG_1.0.125.2_x64__8wekyb3d8bbwe\forza_x64_release_final.exe

Faulting module path: C:\Program Files\WindowsApps\Microsoft.OpusPG_1.0.125.2_x64__8wekyb3d8bbwe\TargetHardwareProfiler.dll

Report Id: 8aff4c22-e1eb-4b93-94db-7b850b85522a

Faulting package full name: Microsoft.OpusPG_1.0.125.2_x64__8wekyb3d8bbwe

Faulting package-relative application ID: OpusReleaseFinal

I have the same issue, and looking at the reviews on the MS Store so do about 1/3 of the customers who reviewed this title. Apparently the devs have been sitting on this issue for many months without fixing it. Instead of taking care of this, they're busy
fixing things like stupid achievements, if you look at the last couple of updates. Clearly they have their priorities straight.