When did Microsoft Store's refund and support policy become so bad?

I pre-ordered a digital copy Fallout 76 in mid November. The game was horribly glitchy and crashed incessantly right off the hop. I thought, "Hey, it's a big game, lets give them some time to release updates/patches and fix it".

Fast forward a month, and the game is still completely broken. It's not just bad, it's virtually unplayable due to constant lag and freezing - even on an Xbox one X with ultra highspeed internet.

I spent an hour on the phone with microsoft support, who bounced me around to 3 different departments just to tell me that "they're only able to process refunds through the online form". That form only allots you 14 days for refunds, even if your content is
totally broken.

Even the guy in the games department was totally distraught, and told me (quote) "They completely took away our ability to help anyone with refunds, even on non-working content".

It's shameful that Microsoft has abandoned their customers like this, and I'll be trading the Xbox in for a PS4.

:)