SRXXXXXXXXXXXID - Your Xbox Live Issue
Xbox Customer Support (XBOX_.XXXX.XX.XX.XX.XXX.XXX.XX.XXX.XX.XX.XX@css.o ne.microsoft.com) 5:38 PM
To:
XXXXXXXXXXX@XXXX.com
Service Request: XXXXXXXXXX
Dear XXXX,
This is XXXXX again with the Xbox Customer Care Advocacy Team and I would like to say that I sincerely appreciate your previous email. The level of detail is a lot higher than most responses I get, and honestly it usually takes me multiple emails to get that much information out of a customer prior to me fully understanding the situation, so once again thank you for the amount of information you provided. Now in regards to a solution to this issue; please allow me a brief moment to explain what I have done for you.
I would like to apologize for any inconvenience the issue with the Defiance Season Pass (and game) may have caused you, but I'm more than happy to help you resolve this issue. I have already refunded the 3,200 Microsoft Points back to your account. There is one upside to this issue for you as well as the refund. Even though I refunded the Season Pass, you will have the license for the Season Pass on your Account forever. We do not remove licenses once applied under any circumstances even after refunds So, you were issued the refund by me as a one-time exception and you will still have access to the Season Pass just as you did before, including any benefits you currently have or may have coming to you from the Season Pass will still be available now and in the future. The best way to look at it is as if I simply added 3,200 points back to your account, because the Season pass license is not affected in anyway.
Your Current points balance after the refund is now XX,XXX Microsoft Points.
I would like to provide a link to our Terms of Use page, because if this issue happens again in the future we will most likely not be able to provide you a refund for the content as content is constantly being added and removed from the Xbox Live Marketplace. I highly suggest backing up any movies or content you have just for your own personal copy of everything you purchase. Please read section 2.5 regarding this matter, in the Terms of Use.
I hope this at least eases the pain of the situation a bit. If you have any questions or concerns regarding this matter or this email please feel free to email me directly by replying to this email, and I would be happy to continue assisting you. I hope you understand that we value your loyalty to the Xbox LIVE service and we hope that you can continue to enjoy the unique Xbox LIVE experience.
Regards,
XXXXX X.
Xbox Customer Care Advocacy Specialist
Customer Advocacy & Exceptions Management Team