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Microsoft jerking me around on Movie Rental

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Posted 09-11-2008 at 10:38 PM by Joe Siegler
Updated 09-12-2008 at 09:19 AM by Joe Siegler

I posted this on the xbox.com forums on Tuesday evening:

I rented a movie about a week ago, and sat down tonight to watch it. About 10-15 minutes in, I saw something I wanted to watch again, but when I backed it up to rewatch, my screen went black. No combination of pause, reset, anything would get it back. The only way to get it started again was to back out to the menu and hit restart. Hitting resume just left me in the same black spot. Nothing on screen, no sound. This happened for anything other than pause. This is really unacceptable, as it means I have to watch the movie all in one go with no backing up or fast forward. To me this means it's not watchable, as I rarely have enough time to watch a movie all in one go. Does anyone know how to get around this? The movie was Doomsday in HD. The bugger on this is that I now have less than 24 hrs to fix the problem and watch my movie - most of that time will be taken up by sleep and work tomorrow.
About 20-30 minutes after that, I posted a followup:

Oh great - it gets worse. I decided to restart from the beginning and let it play to the point I was at. I hit stop to get up and use the bathroom. Came back and hit restart, and the black screen was back again! This is stupid. I'm not watching the same half hour of the movie a third time just to get around this problem. Anyone know who I can talk to to get a refund on this?
I noticed on Wednesday evening that someone from Microsoft themselves posted in my thread that this was a problem on their end. They posted this:

We were able to track down the issue with the video file and repair it. You will need to contact Xbox Live support at 1-800-4-MY-XBOX to discuss a refund of points.

If you wish to download the file again, please make sure you delete the existing video file on your machine first. You will be able to fast forward through what you've already watched so you won't have to watch the same 30 minutes again. (I just tested it on my machine .

Sorry for the inconvenience.

Bug Crew
OK, cool. They admitted it was their problem, so I'd call and get my points back and re-rent the movie. You'd think it would be easy since they admitted it was their problem. Not so - check this out (also posted this on their forums, too):

I called Microsoft Customer service and after 18 minutes on the phone, I was told by a Customer Service agent that his supervisor refused to refund my account the points because he said the movie rental period was FOUR DAYS.

That's total BS - it was 14 days. I tried to watch the movie rental on Day 9 of my period. They said they couldn't refund the points on the grounds of that.

The Customer Service agent was nice enough to me, but I was starting to steam up, because they told me completely wrong information, and I know myself, I fly off the handle when told bad information that I know to be 100% false. I was already on the phone for 20 minutes, and I didn't feel like starting a fight with a customer service agent, so I hung up when he put me on hold again.

I told them about this forum, and the fact that MS admitted it was a problem on their end with the video, and still they did not want to refund the points.

Does anyone know another way to get around this problem and get my points back? I don't want to have to go through another 20 minutes on hold just to get told no again at which point I'll likely explode.

Posted in Game Stuff
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  1. Old Comment
    ryche's Avatar
    Posted 09-15-2008 at 03:25 PM by ryche ryche is offline
  2. Old Comment
    Joe Siegler's Avatar
    Just got a call from someone at Microsoft Customer Service. Make a long story short, they gave me my points back. Took awhile, but I did get my credit back.
    Posted 09-19-2008 at 12:04 PM by Joe Siegler Joe Siegler is offline
  3. Old Comment
    Steve's Avatar
    I'm surprised you got your points back.
    Posted 09-20-2008 at 05:17 AM by Steve Steve is offline
  4. Old Comment
    SplatterHappy's Avatar
    Heh heh.. power of the press, Joe.. power of the press.

    "Hm.. he's blasting us for bad customer support, in print, and one of our guys already acknowledged, in print, that it was our fault to begin with. Oh.. he works for 3D Realms who just ported Duke Nukem 3D to Xbox Live.. and it's quite popular. Maybe we shouldn't give him a hassle over the measly few bucks we got for the video rental.."

    Can't believe they even hassled you over this to start.. idiots. :doh:

    It's always a mixed bag with Xbox Support. :(
    Posted 09-30-2008 at 06:09 AM by SplatterHappy SplatterHappy is offline

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