Forza 7 Ultimate Edition Preload & Support Cancellation of Preorder Status

I pre-ordered Forza 7 Ultimate Edition through the Windows Store on August 24th 2017.

The game is very large and requires 100gb to download and install. Preload became available a few days before the game was released for Ultimate Edition owners to play early (September 29th).

The Windows Store does not support resuming downloads and there have been numerous reports of failed downloads. When a download fails it resets the download to 0 meaning that every failed attempt costs you data that you're paying for and wasting. On the evening of 28th September 2017 I was still unable to complete the preload of the game. I decided to contact Microsoft support to resolve this issue as I paid for early play access but due to their server issues I could not preload the game to play it.

I spoke with a Microsoft support agent who told me she would send me an authorisation code. I asked her if that would mean I would have to repurchase the game. She responded that it would, but not before cancelling my preorder without my authorisation. This effectively removed the game license from my account without authorisation and lost me my preorder bonuses. A subsequent attempt to speak with another agent proved fruitless until I spoke with a manager. Total time spent in live chat was ~3.5hrs.

In summary:

- Premium service (preload and early play access) were not fulfilled - ~US$74 (more than the cost of the base game) worth of data was spent on failed downloads due to a poor quality preload and distribution service - First support agent performed an unauthorised cancellation of my preorder losing my preorder bonuses - Second support agent was unable to take any action whatsoever - Manager was unable to resolve the issue of compensation for failure to deliver on early play access and was unable to resolve the issue of agents performing unauthorised actions on my account

The refund issued will take up to 3 days to process by which time the early play access period will be over. In my attempt to seek compensation for poor Store service quality I came out of the exchange having even less with my preorder bonuses forever lost.