Rock Band 4 DLC issue (Pearl Jam - Ten)

Hi!

This is my first time using these forums, but the Xbox Support representative that I just spoke to directed me here because he (and three previous representatives) couldn't help and I am beyond frustrated at this point.

I bought Rock Band 4 for Xbox One a few weeks ago. I own Rock Band 1 and 2 for the 360 and have purchased lots of DLC (songs and song packs) for both through Xbox Live. It's my understanding, through research on Microsoft and Harmonix sites, that all
but a specific list of legacy Rock Band DLC works with Rock Band 4. This proved mostly true, as I was able to access and download all of my previously purchased Rock Band songs on my Xbox One, through the Xbox Live store. All except Pearl Jam's album Ten,
which is not on the list of excluded content published on Harmonix's site. In fact, it shows up for purchase in the Rock Band store (or via the MS store), meaning that I do not own the content but can purchase it for Rock Band 4.

I double checked my Xbox 360 to make sure I had the content, and I do. I can access it and play it in Rock Band 2 and it's on my 360 hard drive as a downloaded item. So I contacted Xbox Live Customer Support through chat on July 5th. I have a transcript,
but essentially he had me check my purchase history through my Microsoft account, but it only shows "recent" purchases, dating to 2013, no later. I purchased the content in 2009. I didn't have access to my 360 during the chat, so he had me check it when I
did and contact them back.

I checked my purchase history through my 360 later that day but it showed the same information: "recent" purchases from 2013 to now. The conclusion of that chat session was for me to contact Harmonix, the publisher, and see if they could fix it, which
I did. They told me that Microsoft handles issues with DLC through their store, so they couldn't help me if MS couldn't verify my purchase.

I contacted Xbox Customer Support the next day, July 6th, and we went through many of the same steps again to verify that I didn't have any evidence of the purchase. My account history only showed purchases after 2013, and the only email that I had
from that time period was for a purchase of 5000 Microsoft points that I bought (and used to purchase the album and other songs). I had switched the email account tied to my Xbox Live account sometime after 2009, so if a confirmation email was sent when I
downloaded it, I didn't get it. This representative was certain it was a DNS issue, so he had me delete my account and settings on my Xbox One and restart my modem and router. Lucky for me, my router bricked when I restarted it, so I had to order a new one
on warranty. When it came, I loaded my profile back to my Xbox One and tried to access the content again. It still appeared as if I had never purchased it.

That last person I chatted with said he would follow up with me through email but never did, so I called in to Support today. After around 45 minutes and checking with the "escalation team," they concluded that it was a backwards compatibility issue.
I tried to explain that it can't be, because a) I was able to access and download all of the other DLC for the same game, and 2) it's been available for purchase and download through the Xbox Live Store on Xbox One since October of 2015. So people are able
to buy it and play it, and I and others have been able to transfer songs from legacy Rock Band titles to Rock Band 4 just fine. No matter how I explained it, he kept repeating that it was a backwards compatibility issue.

At this point I feel like the insinuation is that I am lying, and that I never purchased the content and am trying to somehow get it for free. I own an Xbox, a 360, and an Xbox One, I've bought dozens of games (new copies), and peripherals (including
a full Rock Band set for both Rock Band and now Rock Band 4). I've also bought plenty of DLC, including dozens of songs for Rock Band 1, 2, and now 4. I've spent enough money on Xbox products to not suddenly be looking for free stuff. I understand that, for
whatever reason, my account is not showing that I purchased it, and I can only see purchases after 2013. But it's on my 360 and I can prove that by logging on and accessing it (I have pictures and a video, but the chat representatives didn't seem interested).

I even spent $60 a few days ago buying more songs for Rock Band 4, despite the current issue. I want to buy more, but at this point I don't see why I should, since I am being denied the content I legitimately purchased in the past.

I apologize for the lengthy post, but as I said, I am incredibly frustrated with how this has been handled and I'm not sure where I can go to vent, since it doesn't seem like my issue is going to be resolved.

:)

 

Pearl Jam - Backspacer coming as DLC on 20th September

Aside from Ten, I'm really not that familiar with a great deal of Pearl Jam stuff. If they exclude Ten and Backspacer (due to them being available as DLC), will they have enough stuff for a full game, or will it be half a dozen Pearl Jam tracks, and a load of filler as per the GH titles?

 

Help on female Gamertag ideas please.

[quote user="BizarroMantis"]

BananaMaster2?

[/quote]omg Bizarro, that is horrible. About as bad as calling your newly formed band Pearl Jam 2.

 

Hi, if you sign into
live.xbox.com/.../history on your PC it should list everything you have ever purchased/downloaded on your account, mine for example goes back to the very first thing I purchased.

Why you can only go back to 2013 is strange unless you used a different account to download certain items maybe ?

Check that you actually did purchase that track pack using the link above, from experience sometimes you may need to download each individual track from the Xbox store on the Xbox or in some cases from the marketplace at Xbox.com, it's a quirk of the licensing.

Being in the UK here this is what I see in the Xbox one section on Xbox.com

store.xbox.com/.../StoreSearch

If I then select each song it says I need to pay of course as I don't own those tracks, if you see free then go for it.

 

Hey, thanks for the response. When I go to that site it does show all of the full games, avatars, themes, etc. that I've purchased, but when I look at the Game Addon category (which I assume is where DLC for games would be), it is completely empty.

When I look at my purchase history on Microsoft's parent site, it ends at 2013. I thought it might have something to do with me changing email addresses, but the oldest purchase shows that I used the PayPal account associated with that old address, so it
can't be that.

 

Does the track pack show in the purchase history at
https://billing.microsoft.com

 

No, that's the parent site I was referring to. It only shows purchases I made after May of 2013 for some reason. The Microsoft Support Twitter team sent me an offer to look in to it, but they also concluded with "we are keeping an eye out for any other possible
solutions, we just did not want to promise anything we couldn't follow through on." I'm not sure what they are "keeping an eye out for," or what that means in regards to my issue. It seems like providing me with some kind of code or key to unlock that DLC
on my Xbox One is out of the question, and that would be the only fix at this point, so I'm done. This has caused me too much grief as it is.

That was just a side rant, sorry. Thanks again for responding. I'll post again if they ever contact me, but I think we'll just be going separate ways at this point.

 

Not to sound negative or anything but for future refrence a thread like this should really be under xbox one games not backwards compatability as it is a curent gen game. You are more likely to get you issue resolved and faster when its in the right forum.

 

Good luck, before you go you haven't had an account banned at all previous to 2013 ? Or used another account to purchase things before 2013.

As the purchase isn't showing anywhere this is going to be a difficult thing to fix but I wish you all the best.

 

Cold Moon, I agree that it is not a backwards compatibility issue, but the Xbox Support rep that sent me here insisted that it was. It seems like it's an issue with my account or with licensing, but he wouldn't sway from saying it's backwards compatibility.
I don't think this is an issue that the community can help me with, unfortunately, but he told me this is where I could come "to complain."

And I've never been banned, EBJ. I don't think this issue will be fixed, but I honestly do appreciate the well wishes.

 

also i would suggest tweeting @XboxSupport for help, they seem a little better at helping then phone support.

 

Hey Lospy -

Sorry to hear about the issue. Unfortunately, if you are unable to locate Peal Jam's Ten DLC in your purchase history that would indicate that you may not own said content.

You say you are able to play the content on your Xbox 360 console. Do you have any other accounts signed into the Xbox 360? If so, it's possible that the other account owns the content which is why you are able to access the album on your account.

Let us know!

 

Hi Miss Bijoux,

There are two Xbox Live accounts that had, at one time, signed in to the console (friends who played local multiplayer with me), but I don't have passwords to access them. There is a local account that shows the same content (that I see with my XBL account)
when I sign into it. I understand that it appears that it was purchased under another account, but I'm having a hard time believing that it was. It is my console, and friends only signed in to play games, never using my system to make purchases. I bought the
content for myself because I am a fan of the band that produced the material. I would not have bought it under one of their accounts, especially since I never used their accounts myself. Though I don't have an email receipt for the content (I stopped using
the email account that was tied to my Xbox Live account in 2009), I do have an email receipt for 5000 MS points that I purchased in March of 2009, which is when I would have bought the DLC. I would have added the points to my own account, not a friends.

Also, I just want to point out that I can't locate any DLC prior to 2013 in my purchase history, because the Microsoft billing site only shows "recent" purchases. When I look at the site that EggsBoxJuan posted above, purchases for things I bought before
2013 do show up in all categories except Game Addons, which shows nothing at all. So there is a lot of content that I bought that doesn't show up on my purchase history, but this particular song pack was the only one I wasn't able to download.

 

Hey Lospy,

We definitely want to cover each angle here. Just to clarify, are you able to see this content while signed into your Xbox Live account on an Xbox 360 console through your

Download History? Try that link for steps to get to download history, and let us know if you are at least able to see it there.

If you ARE able to see that content listed through Download History on your Xbox 360, the next step will be to head over to the

Rock Band 4 - Marketplace Tracking - Official Thread to report the issue and gain further assistance from our friends at Harmonix.

If you are unable to locate the DLC through your download history, that would indicate your Xbox Live account may not own the appropriate license.

Please be sure to let us know what you find!

 

Hi Mister Beep,

When I check my purchase history on my 360, as instructed by that page, it ends in 2013, just as it does when checking it with the browser. They are both labelled "recent purchases," though, so it doesn't seem like they show purchases I made in 2009. The
only site that might would be the site EggsBoxJuan posted above, but that site indicates that I've never purchased any "Game Addons" at all, even the ones shown when I check my purchase history with the link you posted.

I was told by a chat representative to contact Harmonix two weeks ago. Harmonix responded with: "Unfortunately if Microsoft can not confirm the Export Licences have been previously purchased on your account, under the same GamerTag which you are using for
Rock Band 4, then there is nothing further we can do. Harmonix has no way to reference any personal information stored in your first-party account, as this information is handled exclusively by Microsoft."