Refund for inoperable digital product.

CreedRogers · Sep 16, 2021

Hello Microsoft, I’d like you to know that I am beyond frustrated your services, allow me to explain. I preordered the Digital Ultimate Edition of Forza Horizon 4 and played it on my Xbox One X until roughly 5 months ago when I upgraded to the Series X. I played FH4 on my new console for around 3 days until I was greeted one morning with an infinite intro loading screen. Upon receiving this issue I immediately contacted the support number where I was walked through every troubleshooting method possible, none of them worked. I have tried and tried to fix my issue over the past months, even resorting to unorthodox methods, to no avail. I let it go for awhile and chalked it up as a loss but at this point I’m staring at FH4 in my games screen wondering why nothing could be done. I called recently to request a specialized refund for my defective product. All the employees and supervisors I was tossed back and forth to were friendly enough but in the end all told me the same thing... send an email to the offline refund support team. Upon doing this I am told that my product purchase has exceeded it’s time limit... this is an outrage. My product only became defective after transferring to the “NEXT GEN” which I paid $700 for. Am I supposed to just take the L, lose money and over a year of game progress on a console that’s supposed to improve my experience??? I don’t think so. Someone with actual power needs to see this and get my money back or send me the CEOs number, because my game no longer works and I paid handsomely for it. If I need to send a video of the game not working to an employee to prove that I’m not just lying to get money back, I will.

Angrily - Creed Rogers

:)

Christopher Revoredo

Let's hope they contact you!

Farscape247

not any more, the only employees here are mods, and then there is the third party paid for by microsoft independent advisors that just copy and paste answers.

if the game is not working for you then there must be a cause as the game works for most others ok.

Nursemorph

not any more, the only employees here are mods, and then there is the third party paid for by microsoft independent advisors that just copy and paste answers.

if the game is not working for you then there must be a cause as the game works for most others ok.

Microsoft Employees do sometimes post on here...usually it's if something has been escalated to them. XBF John is a Microsoft Employee and is very helpful from what I have seen. Another one has also posted in the forum in the last few minutes.

The game not working: Admittedly I haven't seen as many complaints about it recently but the Infinite Loading Screen has been a very real problem for a lot of people since the release of the FH4 Next Gen version....and wasn't an issue for the previous gen. It points to there being a fundamental flaw in the programming done by Panic Button (the people who redid the coding to work in next gen) which sometimes occurs, though what causes it to happen is another matter

Christopher Revoredo

Hi there Creed welcome to the community forum! Christopher here, an Xbox fan just like you and has been on Xbox for years already. I would really love to make your day by helping you out. Unfortunately, here we are gamers just like you, we do not work for Microsoft, when they said "product purchase has exceeded it’s time limit" they mean that the refund policy is not applicable for this case:

"Important You must request a refund for an unredeemed code within 14 days of making the purchase. If the code has been redeemed, we're unable to process a refund, even if it's within 14 days of purchase."

That's from the official refund policy page. I'm really sorry about the issue and as a fellow gamer I totally understand the frustration.

CreedRogers

I’ve seen similar cases on here get picked up by higher ups in the Microsoft employment. They send a private message to the individual and help them sort out the specific problem.

Refund for inoperable digital product.