Microsoft pledges to refund Video Marketplace users

Microsoft has promised to refund any money lost by users who have faced technical difficulties with the new Xbox Live Video Marketplace service, which launched earlier this week.

The service allows Xbox Live account holders in the US to download films and TV shows, some of which are available in high definition format.

But high levels of demand have led to problems - with Xbox Live's director of programming, Larry Hryb, admitting, "These technical issues have resulted in a very unpleasant experience for our members, including extremely slow downloads or not receiving the content they purchased.

"The team is prepared to make things right for those affected, including refunding Microsoft Points where appropriate and as quickly as possible."

Microsoft said staff are working around the clock to solve the problems, and anybody who has experienced a problem or lost points without completing a download is advised to call 1-800-4MYXBOX. Staff will also answer queries via the Video Marketplace forum on Xbox.com.

Video Marketplace has yet to launch outside the US due to the complexity of content licensing deals, but Microsoft has previously said it hopes to introduce the service elsewhere in the future.