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[Stinkles]

Yesterday I took the day off to play this game. After waiting now 2 days from the midnight launch I have yet to get into a match. I decided return it until it is actually working. Since I bought it digitally I contacted Microsoft Xbox support. They were more than happy to process the return. I was surprised when they told me the refund failed stating:

Xbox Support:





I am not going to go on some kind of rant but this is nonsense. I 100% would have bought again, maybe later honestly when the issues were resolved. Either way, if the game is not working now there should be no difference between this and any other game.


I know there will be some who say I should wait, be patient etc but I am sick of these games launching totally broken. This one after a 15GB day one patch. I don't think this is unreasonable. Making it worse is that there is a block from 343 on refunds do they are not willing to accept any repercussions on this.

Edit: This may be a MS issue and not directly 343 so if that is the case I apologize. I only directly put them in this because of the chat above.

You are entitled to a refund. If the customer service rep told you all that stuff, they were incorrect.

343 wouldn't even know who to talk to, to tell them any such nonsense. Everyone here is heads down fixing the issues, not messing with already irate consumers. The person you spoke to appears to be some kind of fabulist.

Apologies for your experience but it is not some developer mandate. It doesn't even work like that.

I have flagged it and it will be dealt with.

 

[CreateNowSleepLater]

You are entitled to a refund. If the customer service rep told you all that stuff, they were incorrect.

343 wouldn't even know who to talk to, to tell them any such nonsense. Everyone here is heads down fixing the issues, not messing with consumers.

Apologies for your experience but it is not some developer mandate. It doesn't even work like that.

I have flagged it and it will be dealt with.

Don't sweat it Frankie, I did receive the refund from phone support. Thanks, I will update the OP again.

Edit: Also, if you want me to email the transcript I can do that.

 

[dose]

It's been two days. I'm sorry OP, but this seems rather trivial. You're jumping all these hoops when the game will be fixed soon and you'll buy it again anyway.

Yeh that's right, because after purchasing a game people should expect to wait for 2 days before the product works properly. As has been said, if you're in the UK, demand a refund or else.

 

[Art Vandilay]

So could I get a refund for Unity?

 

[Madness]

You are entitled to a refund. If the customer service rep told you all that stuff, they were incorrect.

343 wouldn't even know who to talk to, to tell them any such nonsense. Everyone here is heads down fixing the issues, not messing with consumers.

Apologies for your experience but it is not some developer mandate. It doesn't even work like that.

I have flagged it and it will be dealt with.

There you go. This is one thing that needs to stop is the unsourced 3rd party saying something which is then used as an official statement. "Xbox support told me 343 is blocking refunds" becomes "343 is blocking refunds". Xbox support is often wrong on a variety of things including policy. This is from nearly a decade of speaking with them on various things. Everyone says something different.

People mistake Xbox Support to be the final word on these things when more often than not, they're wrong.

 

[Poodle Cannon]

1st World gaming complex :This is unacceptable, this is unacceptable, this is unacceptable, this is unacceptable.

Billy: Hey Jonny! Guess what's coming out soon?

Jonny: I know, Meowmix ultimate.

Billy: Dude, I'm totally getting it day zero!

Jonny: K, good luck with that considering the current state of launch games.

Billy: I don't care, I love it!

*Day Zero*

Billy: what in the actual @#%^ ?? I want a refund!! It mostly works, but I bought it before I knew there were problems with the servers!!

Jonny: Noob, almost all launch games had issues yet here you are, entitled to your narcissistic, self inducing sense of entitlement.

Billy: Well I want a refund! This is the worst! This is atrocious, this is..

Jonny: This is gaming. Choose with your wallet, but don't choose your fate before you know the outcome.

Billy: Okay, sorry Jonny.

 

[Toki767]

There you go. This is one thing that needs to stop is the unsourced 3rd party saying something which is then used as an official statement. "Xbox support told me 343 is blocking refunds" becomes "343 is blocking refunds". Xbox support is often wrong on a variety of things including policy. This is from nearly a decade of speaking with them on various things. Everyone says something different.

People mistake Xbox Support to be the final word on these things when more often than not, they're wrong. Literally

Can't really blame them. At the end of the day, Xbox Support are the ones who hand out refunds, not 343. It sounds like Xbox Support just threw 343 under the bus though. Sucks for them.

 

[ReBurn]

1st World gaming complex :This is unacceptable, this is unacceptable, this is unacceptable, this is unacceptable.

Billy: Hey Jonny! Guess what's coming out soon?

Jonny: I know, Meowmix ultimate.

Billy: Dude, I'm totally getting it day zero!

Jonny: K, good luck with that considering the current state of launch games.

Billy: I don't care, I love it!

*Day Zero*

Billy: what in the actual @#%^ ?? I want a refund!! It mostly works, but I bought it before I knew there were problems with the servers!!

Jonny: Noob, almost all launch games had issues yet here you are, entitled to your narcissistic, self inducing sense of entitlement.

Billy: Well I want a refund! This is the worst! This is atrocious, this is..

Jonny: This is gaming. Choose with your wallet, but don't choose your fate before you know the outcome.

Billy: Okay, sorry Jonny.

What platforms can I buy Meowmix ultimate for? It sounds rad.

 

[CLEEK]

You are entitled to a refund. If the customer service rep told you all that stuff, they were incorrect.

343 wouldn't even know who to talk to, to tell them any such nonsense. Everyone here is heads down fixing the issues, not messing with already irate consumers. The person you spoke to appears to be some kind of fabulist.

Apologies for your experience but it is not some developer mandate. It doesn't even work like that.

I have flagged it and it will be dealt with.

My initial attempts of getting a refund for Driveclub was met with the same statement. Sony support told me that I needed to speak directly with Evolution Studios for a refund. It was bullshit then, and bullshit if MS support are trying to pull the same thing.

It's never the developers or publishers responsibility to provide refunds. It's the merchant. They sold the product and took your money. When buying digital console games, the merchant will always be Sony or MS themselves.

 

[CreateNowSleepLater]

There you go. This is one thing that needs to stop is the unsourced 3rd party saying something which is then used as an official statement. "Xbox support told me 343 is blocking refunds" becomes "343 is blocking refunds". Xbox support is often wrong on a variety of things including policy. This is from nearly a decade of speaking with them on various things. Everyone says something different.

People mistake Xbox Support to be the final word on these things when more often than not, they're wrong. Literally

I did update the OP but I somewhat disagree. Not with the 343 part but their chat is the direct line of support. Obviously I was denied and told the above, there was someone else in the thread denied as well. If anything, I'm sure Frankie will put an end to people saying inaccurate things like this but really, the solution should be instant refund for something you purchase that is not working as intended. It's not a personal attack on 343 or anyone else.

 

[davivascaino]

could you get a refund for an open physical copy in this case of bad online matchmaking?

 

[Whipped Spartan]

It's working tonight but I think MS and Sony should do buyer remise refunds within first 3 hours of purchase.

 

[Triggerhappytel]

Why would you refund?

You will rebuy once matchmaking is sorted!

Babies spitting there dummies out

You're a dick. He took a day off work to play a new release that does not work properly. Of course he should be entitled to a refund. If you bought a new car only to find it only drives in first, second and reverse with a vague indeterminate promise of the other gears working later, of course you'd take it back to the showroom and ask for your money back. It's attitudes like yours that are allowing publishers to release broken unfinished shite.

 

[killer rin]

Don't sweat it Frankie, I did receive the refund from phone support. Thanks, I will update the OP again.

Edit: Also, if you want me to email the transcript I can do that.

I'd update the thread title to "Xbox Support: 343 not blocking refunds for Halo: MCC" Just so people can be updated to the current state without needing to re-open the thread.

 

[theignoramus]

It's been two days. I'm sorry OP, but this seems rather trivial. You're jumping all these hoops when the game will be fixed soon and you'll buy it again anyway.

You need to demand more as a consumer, my friend. If I pay 70 dollars for a software product, I do not expect a beta that will be "fixed soon", I expect a finished product in working condition shortly after I insert the disc in my console.

 

[SURGEdude]

The amount of people that would actually request a refund is so damn small (and a lot of them might actually rebuy the game once it's working) that it makes no sense from a PR/good will standpoint to honor all of them with no issues. Some of these companies can be so damn brain dead from that standpoint.

Ding ding we have a winner! Seriously for a digital good that costs them nothing the only cost is possibly a credit card fee to issue a refund. Vs burning good will with at the very least the affected customer. Who gives a shit even if the excuse were (not applicable here) just that the person was too dumb to figure out how to play, or isn't happy trying to figure ut how to DL over dial-up?

I'm fucking sick of MS, Steam, and the rest doing this kind of thing when it costs them almost nothing and makes digital look like a nightmare for those of us who actually want to pursue it for our collections.

 

[Xbudz]

I got a refund for this earlier in the day as well. I'll repurchase when I am confident that the game works properly.

 

[davivascaino]

I got a refund for this earlier in the day as well. I'll repurchase when I am confident that the game works properly.

how did you get that? did you call or chat?

 

[PAULINK]

Not really. As soon as the shrink wrap is gone you're not returning a physical copy. At least with digital it seems you can play it for a bit and still get a refund in most cases.

Depending on the retailer, you may be able to get a refund, but even if you can't, your physical copy has value as opposed to a digital copy where if you can't get a refund, have to eat that loss. No thanks.

 

[Brolic Gaoler]

1st World gaming complex :This is unacceptable, this is unacceptable, this is unacceptable, this is unacceptable.

Billy: Hey Jonny! Guess what's coming out soon?

Jonny: I know, Meowmix ultimate.

Billy: Dude, I'm totally getting it day zero!

Jonny: K, good luck with that considering the current state of launch games.

Billy: I don't care, I love it!

*Day Zero*

Billy: what in the actual @#%^ ?? I want a refund!! It mostly works, but I bought it before I knew there were problems with the servers!!

Jonny: Noob, almost all launch games had issues yet here you are, entitled to your narcissistic, self inducing sense of entitlement.

Billy: Well I want a refund! This is the worst! This is atrocious, this is..

Jonny: This is gaming. Choose with your wallet, but don't choose your fate before you know the outcome.

Billy: Okay, sorry Jonny.

Entitled? If you pay for a product it damn well better work. Entitled would be bitching about deserving something unearned, or bitching about a game you got for free.

 

[Xbudz]

how did you get that? did you call or chat?

I called 1-800-4-MyXbox

 

[Ninja Scooter]

There you go. This is one thing that needs to stop is the unsourced 3rd party saying something which is then used as an official statement. "Xbox support told me 343 is blocking refunds" becomes "343 is blocking refunds". Xbox support is often wrong on a variety of things including policy. This is from nearly a decade of speaking with them on various things. Everyone says something different.

People mistake Xbox Support to be the final word on these things when more often than not, they're wrong.

Well then maybe MS should get "Xbox Support" in order. The onus is on them not the consumers who contact them for "support".

 

[iMax]

Wait, now I'm a corporate apologist? Lol, no, I'm just sick of these anecdotal refund stories. And I'm an attorney and all I'm saying is legally there's no chance you would be entitled to a refund because the online portion of a video game was slow, or even really slow, for a few days. The threshold for not working as intended is much lower than that. Keep on fighting the power, though.

 

[Archaix]

Entitled? If you pay for a product it damn well better work. Entitled would be bitching about deserving something unearned, or bitching about a game you got for free.

Didn't you know? Only first world whiners are allowed to complain when a product DOESN'T FUCKING WORK.

Entitled hipsters always demanding that the things they buy are actually what they paid for. Ruining the world!

 

[Etnos]

Billy: Dude, I'm totally getting it day zero!

Jonny: K, good luck with that considering the current state of launch games.

Billy: I don't care, I love it!

*Day Zero*

For all the people angry at MCC right now, there are a bunch other "Hype Trains" happily claiming they already pre-loaded GTAV and FC4 so...

I learnt my lesson, I pre loaded MCC should have waited. I'm not even mad I know this is going to be fixed in a few days and I'll be playing this for years to come, but still... People its part of the problem, wait for products to be released before buying

 

[iMax]

As much people as there is angry at MCC right now, there is a bunch of "Hype Trains" happily claiming they already pre-loaded GTAV and FC4 so...

I learnt my lesson, I pre loaded MCC should have waited. I'm not even mad I know this is going to be fixed in a few days and I'll be playing this for years to come, but still... People its part of the problem, wait for products to be released before buying

uh-oh.

 

[Kadin]

could you get a refund for an open physical copy in this case of bad online matchmaking?

Not at any retailer I know of. Through the developer directly? No clue about that.

 

[CLEEK]

If you're in the UK, their company policy means sod-all compared to UK law. If it doesn't work as described, you can get a refund.

This isn't quite true. The Sale of Goods Act covers physical goods, and you are entitled to a full refund is a product isn't fit for purpose or sold as described. In the case of games, if the online component doesn't work, then the product would not be sold as described.

But it's still a grey area around Digital Downloads. General view is that you *should* be able to ask for a refund, and would have a good case for one, but the current laws don't explicitly mandate it.

The new Consumer Rights Bill has passed though Parliament and is going through review in the upper house. One of the key provisions in this bill is to ensure digital downloads have the same consumer protection as physical goods. It should pass into law next year.

The UK is at the forefront of consumer protection, even more so that the EU. Which is a shame, as the new bill should be the de-facto consumer protection world wide.

 

[Etnos]

uh-oh.

you sure make compelling arguments.

 

[davivascaino]

Not at any retailer I know of. Through the developer directly? No clue about that.

so if you can't get a refund for a physical copy, I would you get for a digital copy?

 

[R3TRODYCE]

You probably didn't install or try and play your game, xbox only refunds if the game hasn't been opened or installed yet. Basically, you still have to have it in the store. I have auto install turned off just in case I make any purchases by mistake.

It was a digital copy that was installed and played but they still refunded me.

 

[dab0ne]

Why would you refund?

You will rebuy once matchmaking is sorted!

Babies spitting there dummies out

It's been two days. I'm sorry OP, but this seems rather trivial. You're jumping all these hoops when the game will be fixed soon and you'll buy it again anyway.

If it takes a long time to get the issues sorted then it's worth it to get the refund now and buy the game later, at a cheaper price, When it's actually working properly.

 

[travisbickle]

Can I nominate "attempting to get a refund on a digital game purchase" for my GAF GOTY? It seems to be the biggest thing everyone's talking about the last couple of months?

 

[Shpeshal Nick]

I took the whole week off for this shit. Wont make the same mistake for Halo 5.

 

[iMax]

you sure make compelling arguments.

I'm not exactly holding out for a smooth Far Cry 4 launch experience.

 

[SURGEdude]

You are entitled to a refund. If the customer service rep told you all that stuff, they were incorrect.

343 wouldn't even know who to talk to, to tell them any such nonsense. Everyone here is heads down fixing the issues, not messing with already irate consumers. The person you spoke to appears to be some kind of fabulist.

Apologies for your experience but it is not some developer mandate. It doesn't even work like that.

I have flagged it and it will be dealt with.

Glad to see that 343 has our backs on this. I'm not happy with the state of launch but I know you guys aren't either. If this non-refunding had been pushed by 343 I would have asked for a refund on principle. Instead I'm going to hold on with the hope that you guys will have our backs going forward. Mistakes happen, and it is pissing me off that this kind of stuff is becoming more and more common. But from what I've seen so far 343 isn't making excuses, calling us whiners, or ignoring us like some of the other companies, so I'm going to give them a bit of time to work things out.

That said I hope these string of bad launches give this industry a lesson moving forward, so that we can avoid the animosity that comes with what at least from the outside seems like a launch first, patch later mentality especially around the holidays.

But I also know many in the gaming community contribute to this mindset, and it isn't 100% greedy pubs or the like. The sad state of some of the banned gaffers in this thread are proof enough that this problem isn't just devs, or publishers, or retailers. I wish it was that easy to just blame one party, then I would have more hope we could solve this trend in the future.

 

[Madness]

Well then maybe MS should get "Xbox Support" in order. The onus is on them not the consumers who contact them for "support".

Uh, okay? So where does 343 factor into the equation at all then? That was my point. Just read through the thread, because when people do this third party sourcing stuff, people misplace their anger and direction at the wrong people. It becomes A asked B who said C did this. People only read it as, C did this. ie. "How can 343 refuse refunds", "They know it was broken etc."

This is a problem between Microsoft and Xbox Live/Support.

 

[IISANDERII]

For all the people angry at MCC right now, there are a bunch other "Hype Trains" happily claiming they already pre-loaded GTAV and FC4 so...

Well it is fun to watch it happen, I'm glad those people exist.

 

[Ninja Scooter]

Uh, okay? So where does 343 factor into the equation at all then? That was my point. Just read through the thread, because when people do this third party sourcing stuff, people misplace their anger and direction at the wrong people. It becomes A asked B who said C did this. People only read it as, C did this. ie. "How can 343 refuse refunds", "They know it was broken etc."

This is a problem between Microsoft and Xbox Live/Support.

OP was reporting what Xbox Support told him. If it's incorrect, that's on MS. What else do we have to go on? Should we just assume a support line for a company is either lying or incompetent? It's not third party sourcing when it's coming direct from someone representing Microsoft (who owns 343). You act as if this was some unsourced rumor or something.

If a GAF member contacts MS, and MS tells them something outlandish/stupid, I see nothing wrong in making a thread about it. Do you expect posters/consumers to vet customer support?

 

[SURGEdude]

Not at any retailer I know of. Through the developer directly? No clue about that.

One difference is that anybody who tries to return and gets rejected can simply to a chargeback if they used a card. Most of the time thats all it takes, and I would only do it as a last resort. Usually the threat is enough since almost nobody will return the game once they get the money back and the retailer just gets screwed. The only time I did it I dropped it off the next day and they were shocked, but I didn't want to feel like I ripped them off.

With digital that whole scenario is fucked since they will just revoke all the games you own.

Pubs need to do a hell of a lot more to make digital attractive unless they are willing to bend on these stances in the future. Hell I bought the MCC from MS Store online because of the $15 back which was a better deal than the XBL deal from the very same company. Yet the cost to them is way more with disc, shipping, and the free licence-plate thingy they threw in.

 

[BigTnaples]

This whole refund hing is getting OT of hand. Servers having issues at launch is nothing new. Acting totally surprised and getting your money back is so silly.

Also if you plan on debuting the game a week later when it smooths over, why go through the trouble in the first place? Just play something else until it's patched... Then pick the disc up and pop it in when ready.

 

[Ninja Scooter]

This whole refund hing is getting OT of hand. Servers having issues at launch is nothing new. Acting totally surprised and getting your money back is so silly.

Also if you plan on debuting the game a week later when it smooths over, why go through the trouble in the first place? Just play something else until it's patched... Then pick the disc up and pop it in when ready.

The problem is we don't know when things will be fixed. Look at DriveClub. What if it takes 2-3 weeks? What if a month goes buy and things still aren't fully functional? Should MS just get to keep your $60 during that time when they aren't delivering the service you paid for? I have no problem with people asking for a refund and then rebuying the game once it's ACTUALLY working, be it a few days from now, a week from now or whenever.

 

[CreateNowSleepLater]

I'd update the thread title to "Xbox Support: 343 not blocking refunds for Halo: MCC" Just so people can be updated to the current state without needing to re-open the thread.

Its the first line in the OP, only mods can edit titles.

OP was reporting what Xbox Support told him. If it's incorrect, that's on MS. What else do we have to go on? Should we just assume a support line for a company is either lying or incompetent? It's not third party sourcing when it's coming direct from someone representing Microsoft (who owns 343). You act as if this was some unsourced rumor or something.

If a GAF member contacts MS, and MS tells them something outlandish/stupid, I see nothing wrong in making a thread about it. Do you expect posters/consumers to vet customer support?

I left all the OP the same, really the reason I accused 343 at all is because they are the same company. All the info including who is to blame is in the OP. I don't think its some kind of Xbox support are idiots, clearly they were told to say that because initially he was trying to refund.

 

[Xbudz]

This whole refund hing is getting OT of hand. Servers having issues at launch is nothing new. Acting totally surprised and getting your money back is so silly.

Also if you plan on debuting the game a week later when it smooths over, why go through the trouble in the first place? Just play something else until it's patched... Then pick the disc up and pop it in when ready.

It's not just server issues, single player has problems as well. I was getting black screens with red text during Halo 4 as just one example.

There's no trouble, I got my money back- and when the game gets fixed- I'll give it to them again.

If people are still complaining of issues in a couple weeks, I'll put that money towards a different game.

 

[CreateNowSleepLater]

This whole refund hing is getting OT of hand. Servers having issues at launch is nothing new. Acting totally surprised and getting your money back is so silly.

Also if you plan on debuting the game a week later when it smooths over, why go through the trouble in the first place? Just play something else until it's patched... Then pick the disc up and pop it in when ready.

Maybe launch games with day 1 patches being broken is out of hand? How long is an acceptable time to wait for a game to work because in a lot of instances lately, it has taken months.

In a world where we get games chopped up for DLC, pay out the ass for season passes, have our games filled with ads and now micro-transactions, can't we at least have the base game work? It's not like they don't know there are issues, it's not a surprise as much as would like to think it is.

The dev cycles are to short and there is to much celebrating and marketing before launch with these game when the focus needs to be on QA.

 

[BokehKing]

I'm not exactly holding out for a smooth Far Cry 4 launch experience.

Yeah, that's a wait and see purchase now for sure

 

[Tangerinediesel]

I can't believe xbox support wouldn't give me a few microsoft points when I called and reported the problem. I was pissed because I've had a terrible two days having gone to the er yesterday and the game I bought for multiplayer doesn't work. Enough points for a couple madden packs was too much to ask for. Demanding a refund if this shit isn't fixed by the weekend. I'll buy my own madden packs, but you know a company has customer service issues when they won't throw a bone to an unhappy loyal customer. Makes me think I'll jump to Sony if they can ever get some great titles (that aren't sp only).

 

[Condemned]

Glad you got everything sorted OP.

=)

 

[Principate]

Well then maybe MS should get "Xbox Support" in order. The onus is on them not the consumers who contact them for "support".

TBF this is far from unique to them, almost every company I've contacted has had the same issue. Luck with support can often be determined by an operators mood, so I never trust what just one person says.

 

[Pseudo judo]

If they can fix the game so fast why not release in a week then, hm? Then the OP wouldn't be considering a refund to begin with.

And if it takes longer than a week, then the OP is right to try and get a refund as fast as possible. The longer you wait, the less likely you'll get a refund.

The OP certain has a right to his refund but for a game that seems to be built for years of fun to be returned after two days is clearly an overreaction in my opinion.