Ultimate Game Pass ultimately frustrated

The program I was in, and still in, included one monthly payment that covered Game Pass, the console and once the new console was introduced, an upgrade once I traded in the existing. Again, I understood there was going to be some delay once everything caught fire but I was hoping there might be some priority given. I can provide some account information, numbers and the like.

Scott Christensen

Mn

This was part of the Ultimate Game Pass where I got the Xbox and the upgrade, in the same bundle. It's a 1tb version that was the last updated version before the new console.

The program was All Access, I joined in December 2019, and I was told earlier this spring I had made the requisite number of payments to qualify.

Following are a couple of screenshots of the confirm email I received...

Thank you for you reply.

Does this program have a specific name?

I am trying to gauge what teams to interact with and what avenues of support I can put you through to figure out what exactly is going on here.

Please supply as many details as possible without sharing any personal information [ Do not post email, gamer tag, addresses or payment information ] such as, but not limited to:

• Name of the program or promotion
  
• Where you joined or purchased
  
• If you received a confirmation email - Are there details to your interaction in the program or promotion there (again please do not post your personal information).
  

From what you detailed it sounds like you are a part of the Xbox All Access Program:

Xbox All Access: Xbox Console & Over 100 Games.

Xbox All Access Upgrade | Xbox

Which if there was a stipulation to your All Access participation and you are still making monthly payments I highly suggest interacting with the financier (Citizen One, or others) or following the upgrade directions provided in the "All Access upgrade" Link above.

Let me know if this is correct.

Best Regards,

Hello,

I appreciate you sharing this here and sharing your story with me and I am extremely sympathetic to your situation. I assume you've tried through the process and have tried to see. I think at a minimum after checking that you qualify via payments on the Xbox All Access Upgrade Eligibility Checker, I would suggest calling Citizen One about a potential waitlist with your proof of eligibility. Let them know exactly what you've explained to me here and see that if they can set you up for a notification of some kind or a process to keep you in the loop.

Though stock is hard to come by, it does cycle where it can and as someone a part of the All Access Program you may be able to find a way to get your system upgraded. In tandem, the Xbox Series S is becoming a little easier to find in terms of Upgrades, but the Xbox Series X does take some time. But again I would touch on Citizen One Customer Service. I know that Microsoft does not do wait lists, but there may be a chance that Citizen One can - I cannot guarantee that but I think it's worth a try.

If anything if it comes down to it, that you've dedicated this time and effort I would suggest contacting Customer Feedback and seeing if you can at a minimum have your frustration documented for later reference should the situation improve or worsen.

Genuinely, Thank you for sharing,