"Last but not least, having a mother and sister that have spent nearly 20 years combined working in the customer service field, I feel the need to loop back around to the refund aspect here. It really bothers me that customers are being refused refund on a product that is not working as intended."
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1. They can receive your money before publishing a finished product.
2. You can't back up copyrighted data ( 98% of everything game related)
3. They require a server to activate everything you "own".
4. They can change the rules at any time.
5. They can ban your account and everything you purchased.
6. They could refuse to deactivate a broken console to free up a download slot.
7. They can go out of business losing your purchases
8 They can begin a new service and leave the old one behind.
9. They can drop support for specific games or features.
10. They could under deliver on a season pass.
11. They could under deliver on a preorder (i.e. Aliens)
12. They can make you think you own it and hide the truth.
13. They refuse returns regardless if the download works or not.
14. They push auto renewel requirements in hopes you will forget.
15. They attach your account with your purchases thus forcing a commitment to any service they provide, whether good or not, expensive or cheap.
16. The higher the commitment to their srevice the more difficult it will be to walk away if the service becomes disagreeable to you.
17. Also the more the commitment, the higher the prices they can charge you console or service) because they are well aware people don't wish to lose their investments.
18. Whatever else that comes to your mind when regarding a service that has complete control of everything you put money into.