Returning pre-ordered games

Dogcatchristmas

Hi. We pre-ordered a new microsoft/xbox game a month before its release date. We downloaded it the day it was released but it did not work on my computer, despite my computer exceeding the minimum requirements. We applied for a refund 8 days after downloading it, however our refund had been denied because it was over the 14 day return policy. However I believe the 14 days should start after receiving the goods (the day it was available for downloading in this case). Please can anyone help? It was the new Microsoft flight simulator 2024, which cost £129 so its a lot of money to loose. We've also asked an IT Company to investigate our computer and they agreed it should work with our spec, but they couldn't get it to work either. Thank you.

DE_612183

who did you pre-order from?

MattMattMattUK

Dogcatchristmas said:

Hi. We pre-ordered a new microsoft/xbox game a month before its release date. We downloaded it the day it was released but it did not work on my computer, despite my computer exceeding the minimum requirements. We applied for a refund 8 days after downloading it, however our refund had been denied because it was over the 14 day return policy. However I believe the 14 days should start after receiving the goods (the day it was available for downloading in this case). Please can anyone help? It was the new Microsoft flight simulator 2024, which cost £129 so its a lot of money to loose. We've also asked an IT Company to investigate our computer and they agreed it should work with our spec, but they couldn't get it to work either. Thank you.

Where did you buy it from? What is the full spec of your PC? Do you get any error messages? Who is the "IT Company"?

eskbanker

Dogcatchristmas said:

We pre-ordered a new microsoft/xbox game a month before its release date. We downloaded it the day it was released but it did not work on my computer, despite my computer exceeding the minimum requirements. We applied for a refund 8 days after downloading it, however our refund had been denied because it was over the 14 day return policy. However I believe the 14 days should start after receiving the goods (the day it was available for downloading in this case).

If it's "a contract for the supply of digital content which is not supplied on a tangible medium, the cancellation period ends at the end of 14 days after the day on which the contract is entered into":

https://www.legislation.gov.uk/uksi/2013/3134/regulation/30

This is for generic cancellation rights, e.g. for change of mind - were you returning under the merchant's own returns policy, or rejecting the item as faulty?

Dogcatchristmas

MattMattMattUK said:

Dogcatchristmas said:

Hi. We pre-ordered a new microsoft/xbox game a month before its release date. We downloaded it the day it was released but it did not work on my computer, despite my computer exceeding the minimum requirements. We applied for a refund 8 days after downloading it, however our refund had been denied because it was over the 14 day return policy. However I believe the 14 days should start after receiving the goods (the day it was available for downloading in this case). Please can anyone help? It was the new Microsoft flight simulator 2024, which cost £129 so its a lot of money to loose. We've also asked an IT Company to investigate our computer and they agreed it should work with our spec, but they couldn't get it to work either. Thank you.

Where did you buy it from? What is the full spec of your PC? Do you get any error messages? Who is the "IT Company"?

It was microsoft direct. The error message was that my shader model was 6.5 but it needed 6.7. This was not on the minimum specs, plus my graphics card is higher than the minimum spec. 

MattMattMattUK

Dogcatchristmas said:

MattMattMattUK said:

Dogcatchristmas said:

Hi. We pre-ordered a new microsoft/xbox game a month before its release date. We downloaded it the day it was released but it did not work on my computer, despite my computer exceeding the minimum requirements. We applied for a refund 8 days after downloading it, however our refund had been denied because it was over the 14 day return policy. However I believe the 14 days should start after receiving the goods (the day it was available for downloading in this case). Please can anyone help? It was the new Microsoft flight simulator 2024, which cost £129 so its a lot of money to loose. We've also asked an IT Company to investigate our computer and they agreed it should work with our spec, but they couldn't get it to work either. Thank you.

Where did you buy it from? What is the full spec of your PC? Do you get any error messages? Who is the "IT Company"?

It was microsoft direct. The error message was that my shader model was 6.5 but it needed 6.7. This was not on the minimum specs, plus my graphics card is higher than the minimum spec. 

What GPU do you have? Both the AMD and nVidia GPUs are shader model 6.8. 

Dogcatchristmas

@eskbanker I've looked at your legislation link, and it states cancellation period ends at the end of 14 days after the day on which the goods come into the physical possession of the consumer. It only came into my possession when it was released, therefore I read that as I should receive a refund which is handy cheers. 

Dogcatchristmas

MattMattMattUK said:

Dogcatchristmas said:

MattMattMattUK said:

Dogcatchristmas said:

Hi. We pre-ordered a new microsoft/xbox game a month before its release date. We downloaded it the day it was released but it did not work on my computer, despite my computer exceeding the minimum requirements. We applied for a refund 8 days after downloading it, however our refund had been denied because it was over the 14 day return policy. However I believe the 14 days should start after receiving the goods (the day it was available for downloading in this case). Please can anyone help? It was the new Microsoft flight simulator 2024, which cost £129 so its a lot of money to loose. We've also asked an IT Company to investigate our computer and they agreed it should work with our spec, but they couldn't get it to work either. Thank you.

Where did you buy it from? What is the full spec of your PC? Do you get any error messages? Who is the "IT Company"?

It was microsoft direct. The error message was that my shader model was 6.5 but it needed 6.7. This was not on the minimum specs, plus my graphics card is higher than the minimum spec. 

What GPU do you have? Both the AMD and nVidia GPUs are shader model 6.8. 

It's a nVidia gpu but the game won't launch and instead it says I have 6.5 but need 6.7 minimum. 

eskbanker

Dogcatchristmas said:

@eskbanker I've looked at your legislation link, and it states cancellation period ends at the end of 14 days after the day on which the goods come into the physical possession of the consumer. It only came into my possession when it was released, therefore I read that as I should receive a refund which is handy cheers. 

You're looking at paragraph 3 (physical goods) rather than paragraph 2 (digital downloads), which is where my quote was from.

MattMattMattUK

Dogcatchristmas said:

MattMattMattUK said:

Dogcatchristmas said:

MattMattMattUK said:

Dogcatchristmas said:

Hi. We pre-ordered a new microsoft/xbox game a month before its release date. We downloaded it the day it was released but it did not work on my computer, despite my computer exceeding the minimum requirements. We applied for a refund 8 days after downloading it, however our refund had been denied because it was over the 14 day return policy. However I believe the 14 days should start after receiving the goods (the day it was available for downloading in this case). Please can anyone help? It was the new Microsoft flight simulator 2024, which cost £129 so its a lot of money to loose. We've also asked an IT Company to investigate our computer and they agreed it should work with our spec, but they couldn't get it to work either. Thank you.

Where did you buy it from? What is the full spec of your PC? Do you get any error messages? Who is the "IT Company"?

It was microsoft direct. The error message was that my shader model was 6.5 but it needed 6.7. This was not on the minimum specs, plus my graphics card is higher than the minimum spec. 

What GPU do you have? Both the AMD and nVidia GPUs are shader model 6.8. 

It's a nVidia gpu but the game won't launch and instead it says I have 6.5 but need 6.7 minimum. 

Which GPU specifically though, model, make (e.g. third party or reference card), which TDP, desktop or mobile etc. 

If it says shader model 6.5 that means it is running a very old driver, or it is running an incompatible driver if a laptop version.

Dogcatchristmas

MattMattMattUK said:

Dogcatchristmas said:

MattMattMattUK said:

Dogcatchristmas said:

MattMattMattUK said:

Dogcatchristmas said:

Hi. We pre-ordered a new microsoft/xbox game a month before its release date. We downloaded it the day it was released but it did not work on my computer, despite my computer exceeding the minimum requirements. We applied for a refund 8 days after downloading it, however our refund had been denied because it was over the 14 day return policy. However I believe the 14 days should start after receiving the goods (the day it was available for downloading in this case). Please can anyone help? It was the new Microsoft flight simulator 2024, which cost £129 so its a lot of money to loose. We've also asked an IT Company to investigate our computer and they agreed it should work with our spec, but they couldn't get it to work either. Thank you.

Where did you buy it from? What is the full spec of your PC? Do you get any error messages? Who is the "IT Company"?

It was microsoft direct. The error message was that my shader model was 6.5 but it needed 6.7. This was not on the minimum specs, plus my graphics card is higher than the minimum spec. 

What GPU do you have? Both the AMD and nVidia GPUs are shader model 6.8. 

It's a nVidia gpu but the game won't launch and instead it says I have 6.5 but need 6.7 minimum. 

Which GPU specifically though, model, make (e.g. third party or reference card), which TDP, desktop or mobile etc. 

If it says shader model 6.5 that means it is running a very old driver, or it is running an incompatible driver if a laptop version.

It's the GTX 1060