UK Xbox One owners could be due a £100 partial refund for the removal of Snap

84
Found 12th May 2017
I've successfully got a partial refund (goodwill gesture) from Microsoft of £100 for the removal of Snap from Xbox One using Consumer Rights Act 2015. I bought my Xbox One S for £229 in November last year and argued the mandatory update removing Snap was a fundamental change to how the Xbox One works and Snap was a major consideration in my purchase decision. This sets a standard for UK Xbox One gamers who purchased their console shortly before snap was removed and confirms Snap will not be returning

84 Comments

on live chat?

I doubt it would work for me:(, Had mine years lol.

I hope so, I genuinely loved this feature and recommended it to many people.

Did you speak to Bill Gates?

Original Poster

derbree

on live chat?



​No, initially I called customer support on the phone to get a complaint reference number. Then I wrote to the Microsoft Legal Department in the UK. It's the letter that got their attention.

Thanks for the heads up, i'll give it a go

Original Poster

Deaa

Thanks for the heads up, i'll give it a go



​Insist on talking to a manager when you phone. Be polite but firm and be prepared for a long wait. They will try to put you off talking to one. Just tell them you're in no rush and can wait as long as it takes

lunauk

Insist on talking to a manager when you phone. Be polite but firm and be … Insist on talking to a manager when you phone. Be polite but firm and be prepared for a long wait. They will try to put you off talking to one. Just tell them you're in no rush and can wait as long as it takes


Thanks

Original Poster

Deaa

Thanks



​Best of luck and let us know how you get on. By agreeing to pay me there's a standard set?

Live chat not having any of it saying it's likely to come back.

Original Poster

Live chat along with front row call centre staff only know what's in their script

lunauk

No, initially I called customer support on the phone to get a complaint … No, initially I called customer support on the phone to get a complaint reference number. Then I wrote to the Microsoft Legal Department in the UK. It's the letter that got their attention.




Could I ask you send me a copy of the letter you wrote? I understand if you would rather not, but I am gogin to do the same, I have bought 4 consoles since launch... and I really am annoyed they removed it.

I also complained and they offered me a different card game called Uno as a free download.

Lucky you, I'll try it out thanks

Just spoke to live chat they have given me, the legal departments details and advised me to complain direct to them.. they also have given me a reference in relation to the complaint I just made.

Original Poster

This is the letter I sent to Microsoft
twitter.com/Lun…o/1

Original Poster

haritori

Could I ask you send me a copy of the letter you wrote? I understand if … Could I ask you send me a copy of the letter you wrote? I understand if you would rather not, but I am gogin to do the same, I have bought 4 consoles since launch... and I really am annoyed they removed it.



​Copy posted on twitter and link posted

lunauk

This is the letter I sent to Microsoft … This is the letter I sent to Microsoft https://twitter.com/LunaBlarp/status/863019375451942912/photo/1



Thanks

The address for anyone wanting to do this is

Microsoft Campus Thames Valley Park Reading Berkshire RG6 1WG UNITED KINGDOM 

Pacman786

Did you speak to Bill Gates?


Microsoft are always ringing me up.

Andy@XCite

Microsoft are always ringing me up.



My Dad keeps getting them calls and next thing you know his laptop is locked out and they are demanding a ransom to get access back X)

geebeegooner

Live chat not having any of it saying it's likely to come back.



​I just been on live chat too and kept being told to post my complaint on their forums. The guy was rude then just terminated the chat

Hi is this only for new Xbox ones or is this for ALL xbox's as a got mine on day one

Original Poster

Snoweysn0w

Hi is this only for new Xbox ones or is this for ALL xbox's as a got mine … Hi is this only for new Xbox ones or is this for ALL xbox's as a got mine on day one



​Mine was a recent purchase and would imagine there's going to be a limit on how long you've owned the console. Complain, their first offer to me was 3 months Live Gold, obviously I refused it

What is snap? Purchased Xbox one s two weeks ago.

lunauk

​Mine was a recent purchase and would imagine there's going to be a limit … ​Mine was a recent purchase and would imagine there's going to be a limit on how long you've owned the console. Complain, their first offer to me was 3 months Live Gold, obviously I refused it



​Who offered you 3 months xbox live? Live chat, on the phone, or when you complained to legal department? Thanks

lunauk

Mine was a recent purchase and would imagine there's going to be a limit … Mine was a recent purchase and would imagine there's going to be a limit on how long you've owned the console. Complain, their first offer to me was 3 months Live Gold, obviously I refused it



I'd imagine that this would only affect consoles in warranty.

Cant believe people will try anything lol good luck to you all. that snap feature was terrible anyway not very useful i never used it

adamwhitehead85

Cant believe people will try anything lol good luck to you all. that snap … Cant believe people will try anything lol good luck to you all. that snap feature was terrible anyway not very useful i never used it



What did you expect, really?

Original Poster

reddevil2015

​Who offered you 3 months xbox live? Live chat, on the phone, or when you … ​Who offered you 3 months xbox live? Live chat, on the phone, or when you complained to legal department? Thanks



​Never use Live Chat, it's a waste of time.
It was the offer from the phone Customer Complaints Manager. I politely refused it and wrote the letter to Microsoft Legal Department

Original Poster

enimod

What is snap? Purchased Xbox one s two weeks ago.



​You bought after 29th March so this won't affect you

Going to give this a go. Thanks OP and other information provided in the comments.

lunauk

​Never use Live Chat, it's a waste of time. It was the offer from the p … ​Never use Live Chat, it's a waste of time. It was the offer from the phone Customer Complaints Manager. I politely refused it and wrote the letter to Microsoft Legal Department



​Ok thanks, what number did you call for this? I want to phone them especially after the way the person on live chat was

Bought my Xbox One S a couple of months ago.

Can I get a refund even though I don't even know what Snap is.

geebeegooner

My Dad keeps getting them calls and next thing you know his laptop is … My Dad keeps getting them calls and next thing you know his laptop is locked out and they are demanding a ransom to get access back X)



​You could have warned the NHS about that this morning, oh well, what's done is done.

Original Poster

reddevil2015

​Ok thanks, what number did you call for this? I want to phone them e … ​Ok thanks, what number did you call for this? I want to phone them especially after the way the person on live chat was



​I called 08005871102

lunauk

​I called 08005871102



​Cheers

Seriously though, it's not a dick move.... imho snap was a big deal and removing key features they sold the console on....Just because not everyone used it or that they couldn't to get it to work right isn't on...

well done for getting some dosh off "the man"

Have some heat... imaginary heat but heat none the less

I got my console exactly on 27 November 2016, and missed the snap feature, I thought it was a very bad decision, but could never think that 2015 Act would apply in this case, thanks for heads-up!

Does it matter where you bought the console
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