Maseio

I live in America and had the same problem. Pre order the Digital Deluxe Halo 5 and got the standard version. Chatted with Microsoft and they wanted me to buy it again? Posting my communications with them below. Hopefully 343 can help....because Microsoft Process is horrible. No customer service training wait time before and during the call were horrible. Maybe it time to finally try a ps4???? Chat WindowClose chat info: at 21:59:54 The current average wait time is 10 minutes. info: at 22:01:54 The current average wait time is 7 minutes. info: at 22:03:54 The current average wait time is 7 minutes. info: at 22:05:54 The current average wait time is 7 minutes. info: at 22:07:54 The current average wait time is 7 minutes. info: at 22:09:06 Privacy Statement You are now chatting with 'Jam'. Jam: at 22:09:12 Hello, thank you for contacting Xbox Customer Support. My name is Jam. Please give me a moment to review your question. Jam: at 22:10:06 Hi there Patrick, I hope you're doing fine today as from what I can see here you have issue on your purchased Halo 5: Guardians, right? you: at 22:10:19 yes Jam: at 22:10:31 May I know where did you purchased it? you: at 22:10:58 it was a digital download through xbox live Jam: at 22:12:08 Thanks for clarifying that. May I know your Gamertag please so I can check it here? you: at 22:12:28 Masieo you: at 22:13:21 Don't think I will be pre ordering this way again. I wouldn't have notice if I hadn't tried to download it to my second Xbox Jam: at 22:14:23 http://verifyme.microsoft.com Jam: at 22:14:35 Kindly click on the link and sign in Masieo you: at 22:15:34 Done Jam: at 22:16:20 Please provide the code here. you: at 22:16:32 xxxxxxxxxxx you: at 22:20:39 Still there? Jam: at 22:20:55 Yes Patrick, please give me more time to pull up the account. Jam: at 22:23:32 Thanks for your patience. Jam: at 22:24:13 Patrick, I have double checked your account here and it seems that the one we can see here is Halo 5: Guardians - Digital Deluxe Pre-order.. you: at 22:25:01 That is correct. The one that downloaded was the 59.99 version you: at 22:25:53 I paid for the more expensive one and got the cheaper one Jam: at 22:28:29 Is the game already installed on yoru device? you: at 22:29:07 yes it was a pre order...... Jam: at 22:29:47 How did you found out that you have the standard edition? you: at 22:31:55 When I went to download it to my second xbox I notice that I had to pay for the 89.99 Jam: at 22:32:40 Halo 5: Guardians – Digital Deluxe Edition $89.99 Jam: at 22:32:53 Yes because that's the price of the Deluxe Edition. you: at 22:33:04 yep Jam: at 22:33:13 Just to verify. you: at 22:33:28 yes but if I own it already I should be able to download again you: at 22:33:33 for free Jam: at 22:33:58 Were you able to install the game on your Xbox One? you: at 22:34:33 For the second Xbox .....I could only install the 59.99 version Jam: at 22:34:56 Are you trying to do the Game Share proces? Jam: at 22:34:59 process* you: at 22:35:41 Nope I have an Xbox in my living room and one in my Bedroom Jam: at 22:37:03 Are you sure you're using exactly the same account? you: at 22:38:01 Yes its the only account on both Xboxes and it wouldn't have let me download it again on my second one Jam: at 22:39:42 Did you happen to do the My Home Xbox first before doing this on the second Xbox? you: at 22:40:38 No you can only have one Xbox on the Home .....I thought. My living room Xbox is my preview Xbox and my home Xbox you: at 22:41:38 plus when I go to the store on either Xbox it say I have to buy the 89.99 version or install for the 59.99 version Jam: at 22:43:32 You can actually set the Home Xbox on the other console and try to reinstall and re download the game. After doing that your account should be able to access the game on both Xbox console. you: at 22:44:12 Which version? you: at 22:44:24 I can't access the right version on either... you: at 22:45:07 Ok this is talking too long Jam: at 22:45:05 You should have the same version. What I can suggest as well if you have ample time to do so, kindly try to delete and reinstall the game itself. you: at 22:45:49 At this point.... it will just let me reinstall the 60 dollar version Jam: at 22:45:50 If in case the same thing will happen Patrick, we will process a refund on the transaction and will let you repurchase it. you: at 22:46:17 Ok let me delete and see what happens you: at 22:46:19 Please hold Jam: at 22:48:22 How was it Patrick? Jam: at 22:51:39 How's it going so far Patrick? Jam: at 22:51:50 Please understand that we need to check on you from time to time just to make sure that this chat session will not be disconnected due to inactivity. you: at 22:52:03 jok you: at 22:52:07 Back Jam: at 22:52:13 Alright, how was it? you: at 22:52:33 So I go to download the game and it still wants to charge me 89.99 you: at 22:52:54 59.99 version I can install Jam: at 22:52:58 http://verifyme.microsoft.com Jam: at 22:53:06 Please click on the link and sign in. Jam: at 22:53:15 Then immediately provide the code here. you: at 22:55:18 xxxxxxxxxx Jam: at 22:57:06 Thanks for your patience. Jam: at 22:57:50 Here's our plan Patrick, we will be processing a full refund on the charge from your account, and then this time please make sure to purchase the Deluxe Edition, however you'll be required to reinstall it. Is that okay with you? you: at 22:59:04 Lol....I did the first time. I check my billing and the total price was 90something dollars for the game. So I will do the same thing I did before. you: at 22:59:23 Unless you just want to refund me and I grab it at best buy tomorrow Jam: at 23:01:37 It is actually part of the troubleshooting steps, because to be frank this is a very unusual case, this can actually help us improve and alarm 343 Studios and by isolating the case this can be prevented on other customers that will attempt to download the game. you: at 23:02:11 ok you: at 23:02:15 Lets do it Jam: at 23:02:49 Thanks for understanding. You may need to re purchase it within an hour just to be sure that the content license of your previous transaction is fully removed. you: at 23:03:08 can I get a credit for helping/working while my friends are playing the game? you: at 23:03:15 So buy it right now? you: at 23:04:00 I don't think its fair that my credit card is charge twice. When will the credit him my card? you: at 23:04:19 You don't have a code or something? Jam: at 23:05:47 The refund will get to your account within the next 48 hours. The amount that will be refunded back to it Patrick is full including the charge from the applicable tax. That's a total of 95.61USD. you: at 23:06:34 So I need to charge my card again while I wait to get a refund???? you: at 23:06:54 Do you think this is the best customer service? you: at 23:07:27 How about you just refund my money. Delete the game and I will figure something else out. Jam: at 23:07:26 That's what will happen Patrick, If you don't want this process Patrick we can create a case for you and we will just update you thru email while we further investigate this problem. you: at 23:08:05 You can do that. But process my refund please. Jam: at 23:08:18 Sure, one moment please. you: at 23:09:10 I will tweet about this to see if other people are having the same problem and make sure they contact Microsoft. Jam: at 23:12:29 Thanks for waiting, I have successfully refunded the charge 95.61USD back to the same payment instrument that was used, you may also want to check this from your bank within the next 2-3 hours as I have selected the option to refund it immediately to the same payment option. Jam: at 23:12:38 Is there anything else I can help you with? you: at 23:12:55 nope Jam: at 23:12:55 It was definitely a pleasure working with you today. Jam: at 23:12:55 You take care of yourself and have a wonderful evening. Jam: at 23:12:55 Thank you so much for your patience and cooperation! Jam: at 23:12:55 It has been an absolute pleasure chatting with you, take care always! Jam: at 23:12:55 For your reference, we also have a phone support department that can address your every concern. Have a wonderful rest of your day. Thank you for contacting Xbox Customer Support! To end your chat session please click close chat above the chat window. If you have any additional questions after you disconnect, feel free to contact us again. Have a great day! Jam: at 23:12:55 Bye for now. Jam: at 23:12:55 To email this chat session to yourself please click the icon above the chat window: info: at 23:12:56 Chat session has been ended by the agent. Enter text here... Send ​