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Microsoft to refund Video Marketplace users

Posted Nov 24, 2006 at 7:50AM EST by Karl B.

Listed in: Xbox 360 Tags: Larry Hryb, Microsoft

Following the technical difficulties experienced by users who tried to download videos over the new Xbox Live Video Marketplace earlier this week, Microsoft has promised that it will refund any money lost by users in the process.

Larry Hryb, Xbox Live's director of programming, has admitted that high levels of demand have led to all sorts of problems.

According to Hryb, "These technical issues have resulted in a very unpleasant experience for our members, including extremely slow downloads or not receiving the content they purchased." Hryb also added that "the team is prepared to make things right for those affected, including refunding Microsoft Points where appropriate and as quickly as possible."

Microsoft also said that it currently has staff working around the clock in order to solve the problems, and that anybody who experienced a problem or lost points without getting what they tried to downloaded is advised to call 1-800-4MYXBOX. Questions will also be entertained by Microsoft staff at the Video Marketplace forum on Xbox.com.

Via Major Nelson

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as soon as I saw this, i called MS. After a long call with a guy who didnt speak english very well i was dissatisfied. Theyw ould not refund my points. My rental, Poisidon HD is now @51% and I started it around 10am on the 23rd.. it is now 9:45PM the 24th.. How this doesnt warrent a refund is beyond me. BS.

# . — Guest 2006-11-24 17:24

it doesn't warrant a refund because you are still downloading it

# Yup.... — Shatterdome 2006-11-24 18:38

For all they know you have a half megabit DSL or cable connection...or even worse 256k (the "lite" package up here) and just don't know it....in which case it would take days to download. Nowhere do they say the download will finish is X minutes....it's just if it keeps getting cancelled and/or corrupt etc....

# I wish — Guest 2006-11-25 03:54

I wish you could keep the old movies instead of renting them. That makes no sense to me. Atleast you can keep the TV Shows. It took me 2hrs to download a single 9min UFC fight a couple days ago. Last night I downloaded 6 22min TV shows in about 40mins.

# no, your way off sir.... — Guest 2006-11-25 04:13

it does warrant a refund. It doesnt matter that i am still downloading it. Seems to me that Bill would be more interested in loosing 4.00 than the possible yearly 50.00 not to mention the other movies/games I may have bought. Plus, word of mouth sucks. Ah well.

I understand that what I am trying to DL is 4.5GB.. i would have understood if it took 3-4 hrs to DL...but at this point I should have watched it 6 times, and been on to my next purchase.

I wont even dwell on the fact that if I try to play a game, it stops the download, and that my machine has now been on for 2 days strait..

It is now @57% and it is 2 full days. It did go up 3% in the last half hour.. maybe today is our lucky day.

BTW, My internet connection is lightning fast- its there problem.

I guess ill have to re think the whole PS3 thing.

# No, I believe you are wrong — Guest 2006-11-25 05:48

Honestly, lightning fast, good for you. Have you ever tried to download a game demo? I have comcast cable which has the 3rd highest speed in the country, better then any dsl or any other multi-regional cable provider, and it still takes hours to download a large game demo. You are talking 4.5 gigs of info. 3-4 hours for that file size is unheard of from any provider. But if forget you seem like you know what your talking about! If you are that unsatisfied, turn you system off and move on.

# i love it when — Guest 2006-11-25 07:22

People just cant hear another point of veiw. Yes, i have downloaded a game demo... and as a matter of fact it only took 10-maybe 20 min... if memory serves me. AND when I downloaded some Borat clips, i was watching them in 2-3 minuts.

Who sounds like they know it all?

the bottom line is that If I go to fed ex, or USPS and use their service... and it takes rediculously too long.. i get a refund. If I order a pizza and it takes way too long, its free... I can site hundreds of similar situations of paying for somthing and it taking too long and it being free.. i suppose I was foolish in thinking an empire like MS would have the same goal in mind, that being a satisfied customer.

I will also ad that I have been "over this" for a year.. its 4.00... i dont care. its ignorant flames that keep it going. Bottom line is that I FEEL their service is not somthing i was satisfied with, and I want my money back. You dissagree.. kudos for you. If want to dissagree that is fine... however, show the same respec that I would and keep your snide comments to yourself.-- that being i seem like I know what im talking about. You dont know me, you dont know what i do nor do you know what have done in the telecommunicati ons industry.. I just MAY know what im talking about.

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