See my update in the next post — it looks like it's all getting fixed.
The Microsoft Store online was having a special. For certain pre-ordered games, you could get a coupon code for $10 off on your next purchase, plus 1600 Microsoft Points ($20 worth). There was a game going for $30 that I thought might be a nice one for one of my boys, and with the bonuses for pre-ordering, that was like getting a free game! Seemed like a great deal to me. It was a Friday, and the game was to be released the following Monday, so I placed my order. The website told me my order was successful, and I put it to the back of my mind.
Towards the end of the next week, I realized the game had not arrived yet. They didn't say anything about "release day delivery", so I didn't expect it on Monday, but I thought for sure it would've arrived that week. I logged on to the Microsoft Store and checked the order. Oddly enough, it still said "In Process". So I decided to call their support line to find out what was up.
The very courteous person who took my call was just as confused as I was when he looked at my order status. He talked to his manager, and when neither of them had an answer, he told me he would escalate the problem, and someone should contact me within 48 hours. This was on a Saturday. The next Tuesday, I found this message in my email inbox:
Thank you for contacting Microsoft Office Electronic Software Delivery customer support.
My name is Aubrey and I will be looking into your case [case number] and will keep you updated.
Please confirm any issues you are having with your order.
The charge you have referenced is a pre-authorization only.
A pre-authorization is a temporary hold to verify that funds are available when you place an order. Pre-authorizations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to 2 business days. Rest assured, you were not charged for your purchase. If you feel this is an error, please provide a Proof of Purchase such as a Bank Statement.
Please note that debit cards may display both the pre-authorization and the completed payment as full charges for up to 5 to 7 business days from the date of purchase. If you need assistance removing a pre-authorization from your debit card transaction history, please contact your bank or financial
Thank you and if you have any questions, please reply to this email or you can find my contact information below.
Regards,
Aubrey Teeter | Escalation Specialist | Microsoft Store Support| 1-877-696-7786| a-auteet@microsoft.com | www.MicrosoftStore.com
So, naturally, I figure my order must've been stuck in some "pre-authorization" state. I replied,
Ok, but this order was placed on the 14th, a full 11 days (7 business days) ago. When is it going to go from "in process" to shipping and complete?
And the response:
I am contacting you to give you a quick update as to where we are with your case.
My apologies. I wasn't clear. Pre-authorization means you were never charged. There are many reasons for this but the order has been cancelled. You may reorder at anytime.
Again, thank you for contacting Office ESD. If we can be of further assistance, please reply to this message. When replying, please be sure to include this and any other relevant correspondence in your message.
Well, that doesn't make any sense. I am positive the card would not have declined the charge, considering I used that same card just a few days later to pay a medical bill (several times the balance of this video game order). So what was the specific reason?
Why was it cancelled??
Which received this less-than-helpful response:
Hello,
It was cancelled due to no monies exchanged hands and time lapse You may now re-order the product now to take atvantage of the bundle before it expires.
Again, thank you for contacting Office ESD. If we can be of further assistance, please reply to this message. When replying, please be sure to include this and any other relevant correspondence in your message.
To which I replied:
Ok, apparently I need to be more clear.
I placed the order and provided my credit card information on your website with the expectation that my card would be charged and my order would be shipped as promised. Instead, you didn’t charge my card and cancelled my order without notification. WHY?
I didn't even bother to bring to Aubrey's attention that the referenced bundle had already expired when the game released nine days prior to this point (yes, I did attempt to re-place the order to confirm this).
I posted my complaint to the Microsoft Store Twitter account, @MicrosoftStore, which invited me to email my issue to storesoc@microsoft.com. I forwarded my email conversation with Aubrey, with a summary of the issue.
I haven't heard anything back from either email at this point.
Not only does this make me not want to ever attempt to do business with their online store again, but it makes me very uncomfortable with regards to my Halo 4 preorder at their store where I'll be spending most of November 5th.
See my update in the next post — it looks like it's all getting fixed.
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