Called into support. Was on the phone for about 20 min and got a redemption code to download Hexic HD after formatting my HDD.

Bump

 

Thanks guys. After using the advice from this thread, I was able to get Hexic HD back after only twenty minutes.

I would think that it would be easier for Microsoft to just release Hexic HD as a free download.  It has been out now for almost 3 years.   Instead of "costing" the time of the xbox live support folks and supervisors to create codes for those that lost it due to formatting.   How about it Microsoft?  Would it just be possible to add Hexic HD as a free download.   I understand it was part of the hard drive, but how about making it a free download for even those with the arcade version and memory unit.   Or at the very least put it in the marketplace for purchase??

 

Just my thoughts, I'm sure their may be a valid reason not to, but as of right now, I cannot think of a valid reason it's not on the marketplace.

 

 chachster wrote:

I would think that it would be easier for Microsoft to just release Hexic HD as a free download.  It has been out now for almost 3 years.   Instead of "costing" the time of the xbox live support folks and supervisors to create codes for those that lost it due to formatting.   How about it Microsoft?  Would it just be possible to add Hexic HD as a free download.   I understand it was part of the hard drive, but how about making it a free download for even those with the arcade version and memory unit.   Or at the very least put it in the marketplace for purchase??

 

Just my thoughts, I'm sure their may be a valid reason not to, but as of right now, I cannot think of a valid reason it's not on the marketplace.

 

That is a veryy good point. Hexic HD comes free on the HD anyways, so whats the point of going through all this trouble with support? I had to do this like 2 times already... annoying.

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If god gives you lemons GET A NEW GOD!

Call of Duty 4: Modern Warfare 2 - ??/??/??

I just called 1-800-4MY-XBOX twice (to get two different people), the first said there was no way to re-download it.

The second said the same thing, but actually "looked into it" for me and transferred me to another person.  To add insult to injury, I was on hold for 20 minutes listening to Indian and rap music.  Woo woo, not red dot.  I even mentioned people got a code to download it from here, again they were clueless.

Finally, the referral did it and knew of the issue.   I'm pretty sure it was because he was here in America, and not a first level support person abroad.

It was some work, but I'm glad they figured it out for me.  I own two consoles, a pro and an elite.  The elite hard drive upgrade process wiped the game for me.   I'd tend to use the pro for all my casual arcade games and the elite for my disc games.

All customer support sucks, but MSFT's isn't all that bad if you are patient.

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My gaming stuff online: Maximegalon

Just thought I would post my experience here for everybody else.

I deleted my copy of Hexic HD at the weekend. I was absent minded as I normally always double check to make sure I am not deleting Hexic HD when I do my regular quarterly cleanups of my hard drive. Anyway I contacted customer support on Monday 13th October 2008 and spoke with a representative.

The representative did not have a clue what I was talking about but I remained polite and carefully explained to him what I had done (i.e. deleted it myself) and what I expected him to do in order to resolve it. I explained to him that there is a page on Microsoft's Web Site about what to do if you have this problem.

In this case I said that the Web Site said that I should contact customer support and provide them my details including my xbox serial number etc.. I also said that according to Microsoft's Web Site the fix for this problem would be provided to me as a redemption code.

The representative at this point went and spoke with a supervisor. When he came back he said the supervisor knew what I was talking about and that I would have my query escalated to the supervisor and I would have a response within 24 hours.

Today, Tuesday 14th October 2008 I've just recieved my redemption code from Microsoft in order to re-download Hexic HD. After reading other peoples replies I think the trick here is always to remain polite, can be difficult, but it is important that you have your query escalated to a supervisor and correctly logged.

Plus it seems Microsoft seems to be aware of the issue from the email I recieved. The title of the email reads: "Xbox 360: How to replace a missing copy of Hexic if a customer deleted the game from the hard drive or had the hard drive replaced because of a console repair".

And remember the representative may not know what you are talking about. You don't really get access to the people in the know until you reach 2nd and 3rd line support. After all the representative is mainly there only to log your call and attempt to fix the problem with a prepared script.

Nice post on the topic Coding Addict.  I completely agree.

As for that (and since I got an email via my blog about the subject), I re-upped the sticky to a year (max you can give at one time), so it wont fall down the list for a while.  And also reminded myself via outlook for next year.  :P

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This posting is provided "as-is" with no warranties, and confers no rights.

Cowboys are horrible.

I'm glad I found this Thread, I thought I had lost Hexic forever.

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Gaming since '91

Meh, I've just made the choice not to bother with Hexic HD anymore.

=\

Alrighty, got word of the "fix".  What you need to do is call support and confirm some information.  They will then give you a download code so you can get your HexicHD back.

If you guys are experiencing any trouble with that, please post here.  Hopefully someone from support will take a look here.

 

I am keeping this thread for people who are having problems.  Please keep it that way.

Thank you, and GO GET HEXIC HD!!!


Note:  To those that have posted in the older thread, and an thinking I am just dumping that one and neglecting your issue, I am not.  Due to the Xbox.com update, I am having some issues with my stickies/announcements staying where they should.  Thank you for the understanding.

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This posting is provided "as-is" with no warranties, and confers no rights.

Cowboys are horrible.

Thanks for this. Needed it for a while.
Any specific things we should say to the support?

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Edge of Conflict.

does anyone have this code could you send it to me

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legalize it
you know what im talking about

 REGE69420 wrote:

does anyone have this code could you send it to me

You need to contact support

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This posting is provided "as-is" with no warranties, and confers no rights.

Cowboys are horrible.

Hey MASTAglach820, now that all the stickies have been fixed, you may as well delete that secondary "Deleted Hexic" thread you created during the confusion where threads were all jumbled up, as a consequence of the maintenance being done to support the NXE.

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My Youtube channel
My Geometry Wars 2 Scores

 Arcade Meister wrote:

Hey MASTAglach820, now that all the stickies have been fixed, you may as well delete that secondary "Deleted Hexic" thread you created during the confusion where threads were all jumbled up, as a consequence of the maintenance being done to support the NXE.

Or replace that sticky with something else perhaps...?

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My Hexic HD Videos

 epezent wrote:

 Arcade Meister wrote:

Hey MASTAglach820, now that all the stickies have been fixed, you may as well delete that secondary "Deleted Hexic" thread you created during the confusion where threads were all jumbled up, as a consequence of the maintenance being done to support the NXE.

Or replace that sticky with something else perhaps...?

Lol! Would that be a subtle hint to get your advanced scoring guide stickied?

Good idea!

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My Youtube channel
My Geometry Wars 2 Scores

I sent them a politely worded email today and they sent me back an automatically generated "dear user, just check the FAQs" email.

Am I to assume that they will only deal with my problem if I contact them at premium rates?

 Curt Chapman wrote:

I sent them a politely worded email today and they sent me back an automatically generated "dear user, just check the FAQs" email.

Am I to assume that they will only deal with my problem if I contact them at premium rates?

Premium rates?  The email (this is me assuming you are in the US) should not cost you anything as it is a 1800number.

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This posting is provided "as-is" with no warranties, and confers no rights.

Cowboys are horrible.

thanks man this thread really helped me. i reformatted my HDD and it wouldnt let me move hexic hd to my other storage device and got forced to erase it. i called customer service and they gave me a code.

I deleted Hexic HD by accident can anyone help me give me a email please thanks! I'll also try to call.


-Aznbolobow

http://marketplace.xbox.com/en-US/games/offers/00000001-0000-4000-8000-0000584107d1 costs 800msp

 Kagura M70 wrote:

http://marketplace.xbox.com/en-US/games/offers/00000001-0000-4000-8000-0000584107d1 costs 800msp

Wow, nice find. It's ridiculous that they are charging for a game that comes free with the Hard Drive, hopefully the people that deleted it accidentally can get it back for free.

Has anyone succeeded in getting Hexic back after it being deleted? I was not aware it was going to be deleted and now I am stuck. I was thinking of calling but figured I would ask if anyone has succeeded.

 Medg wrote:

Has anyone succeeded in getting Hexic back after it being deleted? I was not aware it was going to be deleted and now I am stuck. I was thinking of calling but figured I would ask if anyone has succeeded.

Many people, including me, have succeeded.  It just may take a little time for Customer Service to get back to you.

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Babylon 5 fans please send me a friend request!

 Omega Hunter 9 wrote:

 Medg wrote:

Has anyone succeeded in getting Hexic back after it being deleted? I was not aware it was going to be deleted and now I am stuck. I was thinking of calling but figured I would ask if anyone has succeeded.

Many people, including me, have succeeded.  It just may take a little time for Customer Service to get back to you.

Got a code from support to get mine back when I stupidly deleted it.

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I play for fun!
- GamerDad - Laidback Gamer - Married Gamer - 40+ Gamer

Hexic Hd is also on the marketplace for 800M$ here:
Why do they make us pay for it to get it back ? Thats a free game!!

Yesterday, before locating this thread:

Tried to contact support, got transferred around to different support guys at (apparently) the offshore site.  Neither could/would help me.

After locating this thread:
I have some additional ammunition for when I call back later today.

It honestly shouldn't be this difficult to get this back... regardless of the root cause for it's deletion.  Maybe someone needs to better parse the title of the Knowledge Base article, assuming there is one.  If there's not... someone with rights should write it.

Ok, last night contacted support again.  I was provided the code over the phone and it worked perfectly!  As a plus, it's now in my download history.  I assume I can download it again in the future if I do a boneheaded delete.

Advice for future code seekers-

Be clear, be concise:  Confirm back names and numbers. Spell slowly. Don't eat while on the phone and be in a quiet room/area. Keep it to 4 main points: It was deleted - You didn't buy it, it was preinstalled on the HDD - It's not available in the Marketplace - You want it back and require a code for it. The support reps go mainly by the script.  Leave out extraneous details that may only confuse or cloud the issue.

Be patient:  This took a loooooooong time and several hold periods of longer than 10 minutes.

Be nice, be polite - This is a negotiation: Like Patrick Swayze as Jim Dalton in Road House said, "Be nice".  If the rep can't/won't, then it's time to escalate to the super.  Advise the super about this thread, but be nice.  The rep will shut down just as surely as last call at the local bar if you get angry.  Don't forget to be polite.  Be extra polite, as polite as you can be.  That will help to defuse any tension and give extra play room if there is a misunderstanding.  Remember, this is a negotiation you're conducting.

Get the reference number:  NEVER fail to get this.  No matter how short the conversation, even if it's failing to proceed constructively and even if you successfuly obtain a code.  The reference number creates a permanent record of your conversation and can be refered back to in the future if there is any problem. 

 How did you locate that download, the link works but I cant bring that up on my console or the PC marketplace. The only way I can see that download is your link. I want the game back, support suggested I do a HDD format, it fixed problems but cost me this game, they didnt tell me that was going to happen without a way to remedy it.

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21,745,202

 I called support and this was the best experience that I ever had with them. They did say the code source was down but promised I would recieve the code either by email or a phone call within a few days. I was impressed. If it doesnt pan out I will post again, but I feel very positive by the actions support took with this issue.

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21,745,202