Arnold S

Hi, thanks for visiting Xbox Support! I’m Arnold S.
17:46

Arnold S

Hello Russ how are you doing.
17:46

Me

frustrated
17:46

Arnold S

I hate to hear that.  What is going on that has you frustrated?

 

17:47

Me

as per the details I put on the form
17:47

Arnold S

I’m sorry but those details didn’t come over with the chat.

 

17:47

Me

why do you ask for those details every time, if nobody can see them? it is very annoying that I am forced to fill in that form every time I start a chat when it is completely pointless
17:48

Me

you sit here typing in the details of the issue, only to then have to do it all over again
17:49

Arnold S

We’ve been experiencing some system updates that sometime interfere with our ability to get your description.
17:49

Me

well it has been this way for a very very long time
17:49

Me

like years
17:49

Me

every single chat I have ever started I am told “I cannot see those details”
17:50

Me

seems weird that a company like Microsoft cannot solve such a minor issue
17:50

Me

anyway, please see ticket ref SRX1394403618ID
17:50

Me

I have replied to this ticket 4 times. 5, 8,9 and 12 days ago, but still no response
17:50

Arnold S

Thank you for that if you will give me a moment to review that case.

 

17:51

Arnold S

I see this is where you are being asked to repurchase “Crash Bandicoot: Wrath of Cortex.”

 

17:53

Me

yes
17:53

Me

I would really like to know why nobody ever replies to the emails though ?
17:54

Me

I have had the same issue with every ticket I have opened recently, nobody ever replies
17:54

Arnold S

The email you replied to was the free Xbox Gold code.  Those emails come from an unmonitored account.  Now I see from the notes and the account that the game was previously refunded to you.  When a game is refunded the license for the game is revoked.
17:55

Me

but I purchased the game again?
17:56

Me

all the details are in the ticket
17:56

Arnold S

Can I get the gamertag you purchased the game on because on Lord Michaels all I see is the refund.

 

17:56

Me

that is the gamertag
17:56

Me

same one
17:57

Arnold S

If you would please go to https://account.microsoft.com and you will be able to see the order history we show on our end.

 

17:57

Arnold S

I see the game was refunded on Aug 7, 2017 and I am not showing any other activity after that.
17:57

Me

well I do not know what to tell you, since I have no access to your systems. But I went to the web site, I clicked BUY NOW, the purchase completed, and I own the game again.
17:58

Me

As I advised in my emails that were ignored, I can play the game on my own xbox if logged in as me
17:59

Me

which I would not be able to do if I did not own it
17:59

Arnold S

That is why I asked you to log in to https://account.microsoft.com because the order history there is identical to what I see here.
17:59

Me

and that is why I then replied to you with “well I do not know what to tell you, since I have no access to your systems. But I went to the web site, I clicked BUY NOW, the purchase completed, and I own the game again.

17:58″

18:00

Me

you would need to speak with a system admin or something to find out what happened
18:00

Arnold S

Had you downloaded this game to your children’s Xbox?

 

18:01

Me

obviously, otherwise how would I know it doesn’t work
18:02

Arnold S

Did you do a license transfer on your children’s 360 console, because their console would require the console license for other profiles to play this game.

 

18:03

Me

it doesn’t even work with my profile
18:04

Me

and it was originally downloaded on my kids xbox
18:04

Me

so that should be the console which owns it
18:05

Arnold S

Was you console the original console you purchased the game on?

 

18:05

Me

I purchased it via the website as mentioned previously
18:05

Arnold S

As previous agents have told you the reason you cannot download and play it now is because there purchase was refunded.  It is possible that your console was the first console it downloaded to resulting in a glitch where the license wasn’t fully removed from your console.

 

18:06

Me

I deleted the game from the console and downloaded it again, many times
18:07

Arnold S

On your children’s 360 please log in to your profile and follow these step so you can see your transaction history…

http://support.xbox.com/en-US/billing/xbox-subscriptions/check-purchase-history-on-xbox-360

 

18:09

Arnold S

This will show you that the game was refunded on Aug 7 back to a VISA ending in 3021. 
18:09

Me

please can you stop telling me about the refund over and over again I know about it, it is not relevant
18:10

Me

I own the game, it says on my account I own the game, it says on xbox marketplace I own the game
18:10

Me

Please read previous messages
18:11

Me

here is a screenshot from my account: http://awesomescreenshot.com/0f46d066d0
18:12

Arnold S

What you are pointing to is an Xbox 360 theme not the game.  Now what is the email address you are presently logged in to that account with?

 

18:13

Me

ok look down below the arrow and you will see the game
18:14

Me

which also says “already purchased”
18:14

Me

as I already advised you in my previous messages, the game works fine on my own xbox if I am logged in as myself. It wouldn’t work if I did not own it.
18:15

Arnold S

I see that, and when you click Download to 360 it is likely downloading to your 360, and not your childrens.
18:15

Me

if the game was not downloaded to my kids xbox, then please clarify how would I know it doesn’t work?
18:15

Arnold S

That is why I was directing you to find your purchase history on their 360, to see if you could download it from there.
18:16

Me

if the game was not downloaded, then it would not exist, there not be any icon to start the game, there would be no error
18:16

Me

we are going round in circles here with you telling me the same thing over and over again
18:17

Me

I cannot force it to show on my purchase history, I do not work for Microsoft or have any control over your system
18:17

Me

I cannot tell you why it does not show up
18:17

Me

I already told you that I purchased it again, I told you the process, I also replied to the ticket the day I did it
18:17

Me

and came back to live chat
18:18

Me

you need to speak with system admin to help you find the problem with that
18:18

Me

if I do not own the game, why does it say “already purchased”
18:18

Me

why does the game run on my xbox
18:18

Me

I would not be able to play it if I did not own it
18:19

Me

it would also prompt me to pay for it
18:19

Me

this is how the marketplace works
18:19

Me

if you do not own the game, it requires you to pay for it. If you own it already, then it says you own it and prompts “download again”
18:20

Arnold S

I understand how our marketplace works.  I was trying to have you transfer the licenses to your children’s console, which you would not do which is one of our troubleshooting steps in situations like this.
18:21

Me

the way license work, is that the owner of the license can play the game on any console
18:21

Me

as I already pointed out a FEW times now, even I use my own profile, I still cannot start the game, same error
18:22

Arnold S

I asked you to check the transactions on the 360 which is where you can redownload content.
18:23

Me

and I replied that I have checked them
18:23

Me

several times
18:23

Me

I can check the transaction over and over and over a million times until doomsday, but what will that achieve
18:24

Me

Can you clarify what you are trying to achieve by getting me to check the transaction again and again
18:25

Arnold S

When you go to Settings>Account>Download History are you able to see the game.

 

18:25

Me

on the website or the xbox
18:28

Arnold S

On the Xbox

 

18:28

Me

yes it shows
18:28

Arnold S

When you try to select download again what happens?

 

18:29

Me

it downloads it again
18:29

Arnold S

What error does it give you when you attempt to play it once downloaded?

 

18:30

Me

it says “can’t launch NAME OF GAME”
18:31

Arnold S

This is because when the refund was processed it didn’t fully revoke the license.  This is a flaw with the Xbox 360, the fact you can still play this on the console that has your console license is immaterial.  What you will have to do is purchase this game on another Xbox Live profile so the license can be obtained.  The reason I have tried to get you to look at your transaction history is so you can see that this game was not repurchased.

 

18:33

Me

what do you mean “tried to”
18:36

Arnold S

I asked you to go to https://account.microsoft.com and to log in to your account to view your order history where you would see the refund, but would not see another transaction.

 

18:37

Me

And I have looked it many times, and I have replied to you many times telling you I looked at it
18:37

Me

read previous messages
18:37

Me

we are going round and round in circles because you are ignoring my responses
18:37

Me

at 17:58 I said “well I do not know what to tell you, since I have no access to your systems. But I went to the web site, I clicked BUY NOW, the purchase completed, and I own the game again.”
18:38

Me

if your website has a bug and is putting it in my purchase history, I am not sure how or why you are blaming me for this?
18:39

Me

I have no control over your website
18:39

Me

as I keep advising, you need to speak with a sysadmin about that
18:39

Arnold S

As I stated earlier since you got a refund for this game on this account you will need to purchase it again on an account that had not have the license on it.  Is there anything else I can help you with?

 

18:43

Me

and as I stated earlier many times now, I already did
18:43

Me

I don;t know how I can explain that in a different way that will make sense
18:44

Me

step 1: I went to to website

step 2: I found game

step 3: i clicked buy now

step 4: process completed

18:44

Arnold S

Sir, as both me and Jeana (on 8 Aug) have informed you the purchase of this game does not appear on your account, a license for this game does not appear on your account since the refund on 7 Aug.  The fact it still shows in your marketplace is a glitch in our system that sometimes allows someone to continue to play a game that was refunded.

 

18:45

Me

and as I keep telling you over and over and over again, I have no control of that as I do not work for Microsoft. If your website is not logging it, I cannot fix that.
18:46

Me

you need to speak to a godamn sysadmin to find out why the website is not showing the purchase
18:47

Arnold S

Microsoft operates a zero tolerance approach to abusive or threatening behavior, if you continue to be abusive or threatening I will close this chat session.
18:47

Me

you have intentionally ignored everything I have told you again and again and again
18:47

Me

you are going out of your way to aggravate me
18:48

Me

you are trying to blame me for problems with your website
18:48

Arnold S

Because this is not a sysadmin issue it is a issue were you were refunded the game, the licenses didn’t fully revoke, and you will have to purchase this game again on a different account to resolve your issue.
18:48

Me

i purchased the game

you refunded me

I purchased the game again

now you want me to purchase a 3rd time

18:49

Arnold S

Sir, I have provided you with the resolution to this issue.  I hope you have a great day, and thank you for contacting Xbox Support.
18:49

Arnold S

Your Xbox Support agent Arnold S has ended your chat session. Thanks for visiting Xbox Support.
18:49

System

Chat has ended.
18:49