An open letter to Xbox and Microsoft customer services

iJoShY xX · Feb 14, 2019

Having tried to contact through phone, virtual agent chat and Twitter DM and having no luck, clearly the only way to get any attention of Microsoft is through the community.

Pasting my problem and my DM sent to the official Xbox Customer Service Twitter account, which completely ignored my DM, just like their customer service team on phones.

Hi, I've just tried to ring your support number on two occasions regarding my issue. The first call I was put on hold for 25 minutes and on the 30th minute of the phone call my call was dropped on your end. The second time, I was cut off after being on hold
for 45 minutes. This is so unacceptable and my issue has still not been resolved so I'm coming to you on Twitter as I have no hope of getting my issue resolved anywhere else. I'm absolutely appalled by your customer service and in all honesty barely even expect
I'll get a reply through this DM. My issue is that since the problems with our Xbox consoles last week, my console no longer will launch games and my dashboard is incredibly laggy and freezes/crashes every time I try to do something on it. I fully see this
as a problem you have created as it worked fine before the problems you had last weekend. When i try to launch a game it sits on a loading screen for a minute and then the screen turns grey, tells me I have an error code of: (0x8027025a). Now, I have followed
your trouble shooting steps available on your website multiple times, I have cleared my saved game cache and re-installed games and also hard re set my xbox. I have given the console a week to recover from the problems that hit EVERYONES console last weekend
and mine is still broken.

:)

iJoShY xX

Sorry to be rude, but obviously I have tried to fully factory reset my console as I have attempted all troubleshooting solutions available to me.

What really grinds me is that my xbox was working fine until an update from Xbox messed up my console. I don't think it's fair either that having tried to contact Xbox support, my call is cancelled on me after 45minutes on the phone, i then ring back and
explain that they cut the phone off and they do the exact same thing to me again.

XBF Chris J

Hello iJoShY,

Thank you for posting here on the Xbox forums. I'm sorry to hear about the experiences you have had with attempting to receive support. I can assure you that we will try our best to understand and troubleshoot your issue.

By Hard reset, do you mean that you
fully factory reset your console? Also, if you have been thinking about a repair or replacement, be sure to visit our

device support website for all your repair/replacement options.

XBF Amber M

Hi iJoShY,

Thanks for the reply! Again, we're sorry to hear that your attempts to get help from customer support have been less than optimal so far, and for that we do sincerely apologize. Any feedback is greatly appreciated, and if you happened to receive any emails
pertaining to the calls or chats that you were involved in, then you do have the opportunity to leave feedback in regards to those contacts directly via those channels.

If you've already attempted the bulk of the troubleshooting available and your console is still not acting right since that update, then that begs the question: Is it possible that your console or profile are enrolled in our Preview Program?

If your profile or console are enrolled in our Preview Program for Xbox Insiders, the troubleshooting may not work as intended. If you are an Xbox Insider, we recommend reaching out on the
Xbox Insiders Reddit pagefor further help.

You can also report this problem using the Xbox Insider Hub app on your console or from a PC (even if not an Xbox Insider) so we can investigate it further:

On your console, install the Xbox Insider Hubapp (if you don’t already have it).
Hold down the Xboxbutton on the controller.
On the power menu, select Report a problem.
Describe the problem in detail, including when it happened, if you saw any specific error codes or messages, and if you were using any specific games, software, hardware, or accessories when you encountered the problem.

If you're not enrolled in the Preview Program for Xbox Insiders, then I would encourage you to follow the advice from XBF Chris and set up a repair or replacement using our

device support website so that the issue can get rectified as soon as possible.

I hope that this information helps a bit more and that your contact with support in the future is better.

Mistress Sara

Hi there,

I understand where you're coming from, but creating multiple threads/cross posting in the forums is against the

forum rules.

You've created the same thread
here, here and

here.

Feedback/suggestions are best posted on the
feedback site so the right people will see it.

HAZMAT RADIO

Hey Grant!

Thanks for posting the info. I hope it does get noticed here. Xbox Support does not work in the forums here.

The advanced exchange is tricky at times since a hold is being placed on your card and you've only got 14 days to return the console.

I hope the console is working well since all this happened.

An open letter to Xbox and Microsoft customer services