Today I experienced a very poor example of customer service when dealing with a digital purchase from the Xbox Marketplace. On 12/25/2015 I purchased Disney Infinity 3 for my kids for 29.99. I then check Major Nelson’s page for the updates sales on 12/28/2015(majornelson.com). Disney Infinity 3 is now 50% off. Cool let me contact support and get a credit for the 15$ difference. I should be able to do this since Best Buy, Target and Walmart will do this(see below for their policies).
I got on the MS support page and had a nice support person get in touch with me in about 2 minutes. He was very helpful and let me know that the MS policy is no refunds on digital purchases. I explained my situation and stressed it had only been 3 days. I also asked them to look at my purchase history and time on xbox. I have been a very very good customer and expected a little more.
The nice person on the chat site said there may be a way to get past this. Just call my credit card company and dispute the charge. Once they cancel the order and refund the cash you can re-purchase. I do not want to be troubling my credit card company for an issue that is a policy withing MS, this seems like the wrong way to go about doing this. The other problem with this is I had just loaded a MS gift card onto my account and did not use a credit card to make this purchase.
So here is my issue Microsoft, if you want me to go down the path of a true digital future you need to treat me at least as good as my retailers do. I have stopped buying as many used games from Gamestop so I can focus on just purchasing through the Microsoft Digital Marketplace. I pulled a couple retailer’s policies and attached below. If MS decides to contact me back I will put there response in this post.
Best Buy – If we lower our price during the return and exchange period, we will match our lower price, upon request.
Target – If you find a current lower price within 14 days after purchase, just bring in the proof and we will adjust your payment to the lower price, upon request. Target store price matches and adjustments are completed at the store at Guest Services. For Target.com purchases, call Target.com Guest Services at 1-800-591-3869.
Wal-Mart – If an item previously purchased from Walmart.com (not including items from a third-party seller on our site) is now listed at a lower price, and the item is within its eligible return window, contact Walmart.com Customer Care at 1.800.966.6546 to receive an adjustment for the price difference