A very bad case of customer support.

Here is the conversation I had with a "Marvin S." - Please excuse the layout as this was directly taken from the chat window.



Marvin S.

Microsoft Answer Tech

Marvin S.

Hi, thanks for visiting Xbox Support! I'm Marvin S..


02:00

Marvin S.

Hello, thank you for contacting Xbox Customer Support. My name is Marvin How can I help you today?


02:00

Me

Hi

there Marvin, I redeemed a 48 hour trial for Xbox Live Gold membership

but it hasn't been accredited to my account - I tried redownloading my

profile and turning my xbox one off and on several times but with no

success.


02:01

Marvin S.

I

see. Thank you for bringing this to our attention. Sorry for the

inconvenience this is causing you though. Rest assured that I will do

the best I can to assist and help you today.


02:01

Me

Thank you kindly.


02:01

Marvin S.

By the way, Just want to confirm, Am I chatting with Thomas?


02:01

Me

Yes you are.


02:01

Marvin S.

Okay Thomas. How are you doing right now? in spite with the issue you have raised to us?


02:03

Me

I am doing very well thank you, yourself?


02:03

Marvin S.

Glad

to know you're doing well. I'm incredibly fine! You're so nice and you

are actually the first person that asked me that today, that's very

thoughtful of you to ask. I really appreciate it.


02:03

Me

No problem.


02:04

Marvin S.

Alright

Thomas . Let me just pull out my resources here to assist us in

resolving the issue. And check the account for you and see it from there

what seems to be cause of the problem . Can you hold on the line for me

for just minute or two? If you don't mind?


02:04

Me

No problems at all - take your tiem Marvin.


02:04

Me

time*


02:04

Marvin S.

Thanks Thomas. appreciated.


02:05

Marvin S.

Thank

you Thomas for patiently waiting. Well, Can I ask for the code. so I

could look up into it the account. and check what seems to be the

problem?


02:07

Me

Yes certainly just give me a moment to fetch the code for you.


02:07

Me

KMTRM-CHVXQ-6J2J3-W2CGW-8VG7G


02:08

Marvin S.

And by the way. beside giving me the code. If I may ask is there any error message that you encounter regarding the code?


02:08

Marvin S.

Thanks Thomas for the code. Let me check this for you. Be back in a bit. Okay?


02:09

Me

[b]No

none at all -the code was redeemed successfully and I was informed that

I was now an Xbox Live Gold member for 48 hours. However, when I went

to play multiplayer I as told I wasnt a gold member. Yes, no rush I'll

be here.[/b]

[b]
02:09

Marvin S.

[b]Thomas can I ask what type of Xbox are you using?[/b]

[b]
02:11

Me

[b]an Xbox One - the original from 2013.[/b]

[b]
02:11

Marvin S.

[b]Alright.

By the way Thomas. May I ask specifically what is the purpose of the

code that you have purchased. Are you trying to play this with a multi

player game?[/b]

[b]
02:13

Me

[b]yes being a Gold trial I was expecting to play multiplayer, specifically on a multiplayer game yes.[/b]

[b]
02:14

Marvin S.

[b]Okay Thomas. Just to give a heads up. with this token that You have just been purchased is limited only on the specific game.
[/b]

[b]
02:17

Me

[b]I

see, I have been misinformed then as on the website it was stated that

this was a 48 hour trial. May I ask which game this was for? I would

have to contact the seller immediately.[/b]

[b]
02:17

Me

[b]May

I ask as to why when I redeemed the code I was not informed? It merely

said that I was now an Xbox Live Gold member for 48 hours - no

indication of limitations to said code.[/b]

[b]
02:18

Marvin S.

[b]Thomas here's the game you have purchased based on the account I have checked here in my end.[/b]

[b]
02:20

Marvin S.

[b]Title:

48-hr Gold Trial - Burger_King[/b]

[b]
02:20

Me

[b]yes

that is the trial I have purchased but it is not tethered to any game

as far as I'm aware? It was just a burger king trial - not a game.

Correct me if I'm wrong please.[/b]

[b]
02:21

Marvin S.

[b]Well

Actually Thomas. the trial code will not appear on the account. and its

a limited features in which we cant see on the account. it has an

assurance that it has been redeemed and will run thru the game in which

you are planning to play. [/b]

[b]
02:27

Me

[b]I don't think I have explained the situation correctly I do apologise. This is an Xbox Live Gold 48 hours trial not a game code.[/b]

[b]
02:28

Marvin S.

[b]May I suggest that you play the game of which you want to. and let us see if what will happen.[/b]

[b]
02:28

Me

[b]There

is no game linked to this. This trial is for Xbox Live Gold to be

accredited to the account on which it is redeemed on - thus giving me

access to the Xbox Live Gold multiplayer aspect.[/b]

[b]
02:28

Me

[b]For example - I try to play Dark Souls 1 - and when it loads I am informed that I am not an xbox live gold member.[/b]

[b]
02:29

Marvin S.

[b]Yes

I understand Thomas of what you. I believe its just like a promotional

token you receive from a store or from anywhere else. and use it on the

Xbox in order that you can play on the a game. A ticket. [/b]

[b]
02:30

Me

[b]Yes

but in this case this 'token' grants me 48 hours xbox Live gold trial -

there was no message upon redemption that it was limited to any

product. It stated that I now have 48 hours of Gold trial - only to now

find that it has some sort of restriction that hasn't yet been

clarified.[/b]

[b]
02:31

Me

[b]I do apologise for the inconvenience of my request.[/b]

[b]
02:31

Marvin S.

[b]No Thomas. Its alright. There is no problem over it.[/b]

[b]
02:31

Me

[b]I

understand your point - if this was say for in-game credit for a

particular game I would understand. But this is a 48 hour Gold trial

which upon redemption should allow me to access all xbox live gold

features - i.e multiplayer.[/b]

[b]
02:32

Marvin S.

[b]At

least I understand what you mean. and I am glad that you have shared to

me. So that in return also I may have those lessons that I can save and

remember to.[/b]

[b]
02:32

Me

[b]Are there any steps we can take to try and resolve this issue?[/b]

[b]
02:33

Marvin S.

[b]Thomas. Just to give a heads up. that some trial purchases are limited to a specific game...[/b]

[b]
02:40

Marvin S.

[b]And also....[/b]

[b]
02:40

Me

[b]I

understand this Marvin but this is not a trial branded with a game -

burger king is not a game. I have used these burger king trials before

and had no issues. This is the first time.[/b]

[b]
02:40

Me

[b]When

I redeemed the code on my xbox it prompted a message saying you now

have Xbox Live Gold for 48 hours. It didn't mention any restrictions or

anything to do with other games. This is for the Gold membership side

which gives me access to multiplayer and other features.[/b]

[b]
02:41

Me

[b]for

instance this trial code is not titled "Gear of War 48 hour trial"

which I would understand if that was the case - but it is not.[/b]

[b]
02:42

Me

[b]I do not want to seem rude or impatient - but is that all that can be said on this matter, yes?[/b]

[b]
02:47

Marvin S.

[b]Thomas my apology for the matter. But As what I have said earlier. the one you have redeemed is limited only the specific game.
[/b]

[b]
02:50

Me

[b]could you tell me which game that is? as burger king is not a game. Just to clarify before I contact someone else.[/b]

[b]
02:50

Me

[b]I won't take up much more of your time sir.[/b]

[b]
02:51

Marvin S.

[b]That is just a promotional offer from the Food chain. [/b]

[b]
02:53

Me

[b]I

understand but it is not linked to a game. Thank you for your time

Marvin I shall contact microsoft support and forward this conversation

so I can clarify the issue. Good day sir and thank you again.[/b]

[/b][/b]
[b][b][b]02:53

[/b][/b][/b]

[/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b]

:)

 

Very poor customer support!

My xbox failed few month ago (error E68) and apparently there is no way to get it fixed and I considering this absolutely shameful! I get in contact with a chat operator that informed me my console was no longer under warranty and I'm perfectly aware of
it, then the chat operator told me the hard disk was failed and need to be replaced, so I bought a new Microsoft hard disk (it costed me 100 euros) but the xbox still not working, so I'm now available to be charged for the console repair and the chat operator
suggested me to arrange for a repair by myself on www.myservice.xbox.com and so I did, the myservice site adviced me that the repair cost should be around 67 euros and that sounds reasonable to me but after two days of attempts there is no way to open an order
and I don't know why.

I'm feeling completely abandoned to my self and this is very sad, because I spent a lot of money for my xbox 360 and the new hard disk but all that is now useless and I can't play anymore just because the xbox customer service is crap and I think the Microsoft
company should be ashamed of it

Thank you!

 

Very poor customer support!

Hi Cerb!

thank you for your reply but the suggestion you gave me unfortunately does not help, because apparently there isn't any phone contact! on the Contact Us page I can only choose a method between these 3: chat or forum or tweet, there is not any phone option
at all!

However, in the end i take the decision to buy a second hand Xbox 4Gb on a local store, spending another 109 euros, but I thought this was the only way to save the money I've already spent at least.

If even this second console will fail in the next close future, i really hope to get the possibility to speak with someone by phone by then if not, I will end with any play activity with xbox because it will be far too expensive and so I will go back to
the Sony PS because it never let me down in many years.

 

Turns out that by resetting my console and keeping my games & apps it resolved the issue - which I figured out myself. There was no game linked to this trial and I am now enjoying my Xbox Live Gold membership. Hopefully anyone else having this issue can
try this method; of course after trying the usual remove and redownload account method.