First I want to say that we're furious. This is completely unacceptable for a modern game coming from someone who also works in the industry.

Because the microsoft store app is so INCREDIBLY terrible my SO was unable to launch the game tonight. No matter what we did to troubleshoot, when she would click the play button nothing would happen.  The launcher wouldn't open, sometimes it would take us to the game services app or whatever it's called. NOTHING would work, so I suggested trying to reinstall.

Well, when she reinstalled we were able to launch the game but here character with over 15 hours of playtime was completely deleted. Needless to say, she was devastated and completely demoralized to ever play the  game again.

We either want her character restored or a full refund of the game. This is straight up unacceptable.