Why are you denying a refund for BG3 - it's a faulty product.

ASRS · Jan 9, 2024

I lost a day's progress due to the BG3 save bug and have ZERO confidence in playing the game anymore.

After it happened I went online and saw that it was a known issue. So I requested a refund on Christmas day and it was denied. I've contacted support several more times and have had no reply.

It's a faulty product that I believe I am entitled to a refund for under UK law. This is direct from the .gov website guidance on your responsibility to me:

You have to offer a refund for certain items only if they’re faulty, such as:

personalised items and custom-made items, for example curtains

perishable items, for example frozen food or flowers

newspapers and magazines

unwrapped CDs, DVDs and computer software

You have to offer refund for faulty computer software.

So why am I being given the run around on this? I'm a loyal Xbox gamer and spend alot of money with you guys, so I wasn't expecting this to be such a massive headache

It's broken, please can I have my money back.

My next step would be to complain to a Consumer Rights Watchdog, or get help from the Citizens Advice Bureau. . . Which is frankly ridiculous.

:)

Hoskayra

Hello ASRS, my name is Oskayra, and I will be happy to help you.

Beforehand, it is important that you keep in mind that this is a public community forum, so we are players like you, we are not employees of Microsoft or Xbox, so we do not have access to any user account or check anything from the forum. All users help each other with common problems.

I am very sorry for the problem you are going through. For this type of case you can request a REFUND, there is a form, which is as follows:

https://support.xbox.com/forms/request-a-refund

You can find the order number here:

https://account.microsoft.com/billing/orders/

There you will have to fill out the form with some information that will be requested and you should know that in case the refund request is rejected, you will have to respond to the email they sent you explaining the reason for your refund so that the team in charge can review the request again.

You should also know that game refunds must be made before 14 days have passed since the game was purchased and the game has not been played for a long time, that is, considerable hours of play have not been accumulated. Otherwise, if these prerequisites are not met, the game cannot be refunded.

Subscriptions can be refunded within 30 days of purchase.

Thank you for your patience, I hope everything can be resolved. I will be attentive to your response. Blessings.

Sincerely,
Oskayra.

brandiesel1

The game is so bad they should give everyone a refund no questions asked.

If you were denied, I don't even know what you can do at this stage. You were sold a broken faulty product so I feel for ya.

Blitzz F

i just bought it last night and they denied my refund lol

i got a faulty digital download

H0b0W1taShotgun

If you bought from a physical store and not online I would suggest you try my trick of standing in the queue with your faulty product.

They couldn't wait to get rid of me as everyone was asking what was up with mine!

While I was there another guy was bringing his back due to faulty kinect/controller issues.

Also someone with blu ray drive not working - if you bought it from a shop demand a refund your right as a consumer is that they have sold you a faulty product and must replace it or give you a full refund!

If you bought from tesco - it's up to TESCO! They sold you a faulty product

Good luck folks.

Ahh Matt

I would return this to the place that you purchased it from, with your receipt, and ask for a refund or exchange as the product sounds faulty.

Why are you denying a refund for BG3 - it's a faulty product.