Bad customer service experience

I will not buy Microsoft or Xbox again. I was called a liar by a chat agent please look below. I just wanted to get my Eleit controller grips fixed. I had planded on upgrading to the new Xbox one s but now that will not happen. When a agent starts saying
"I am stating a fact" thats calling me a liar. i have been a customer/user for years and I had figured I would always be one but after that chat with the agent I have no plans to I will be purchasing PlayStation. I have my Xbox live account through the next
year I will keep but will not renew and there is no way I will be upgrading to the new Xbox. I also canceled all preordered games and add-on's i hope someone sees this and escalates this to whoever they need to I want upper management to see how customers/users
are being treated. I know I am just one customer but I will make sure people know how Xbox is acting with customer/users.

this was the chat I had last night with the agent.

https://partner.support.services.microsoft.com/en-us/contact/chat/47/?disability=false

Hi, thanks for visiting Xbox Support! I'm John A. User voice

10:01 pm

John A

I can see that you have concerns about your Elite controller.

10:02 pm

Me

I wanted to see if the grips are covered under

10:02 pm

John A

Alright John. Don't worry, I'll be with you every step of the way to ensure that we will be able to resolve the issue together. Please provide the email address and gamertag of your account.

10:02 pm

Me

Xbox

10:02 pm

Me

Sorry I keep hitting return

10:03 pm

Me



10:03 pm

John A

Thanks. Is the Xbox console registered on this account?

10:04 pm

Me

email is xxxxxxxxxxx

10:04 pm

Me

yes

10:04 pm

John A

Please give me a couple of minutes here.

10:04 pm

Me

ok

10:04 pm

John A

I will be needing to update your hardware profile here John.

10:07 pm

John A

Please provide a good contact email address and phone number.

10:07 pm

Me

Xxxxxxxxxxx ph# xxxxxxxxx

10:07 pm

John A

Please provide your shipping address as well.

10:10 pm

Me

Xxxxxxxxxxxxxxxxxxxx

10:11 pm

John A

Please hold on.

10:12 pm

Me

TN not ten

10:12 pm

John A

Thanks. Please provide the serial number of your Elite console.

10:14 pm

John A

The serial number for your Xbox One console is located in two places:

* On the sticker on the bottom of the console.

* On the Console Info & updates screen in Settings (along with the console ID, as described in the previous section).

10:14 pm

Me

i have a regular Xbox one. I purchased the elite controller separately does that matter?

10:15 pm

John A

Oh alright then. When exactly have you purchased the elite controller then?

10:16 pm

Me

december of 2015

10:17 pm

John A

Okay then the warranty has already ended John.

10:18 pm

Me

how long was it?

10:19 pm

John A

It is for 90 days. Where have you purchased it by the way?

10:19 pm

Me

gamestop they were the ones that said that I needed to contact Microsoft to have it fixed due to it being a manufacturer defect with the glue. They told me that it is a known issue that Microsoft was trying to fix is this not true?

10:21 pm

John A

I am not quite sure where did they get that it is a manufacturer issue. As if it is an issue then it should have shown right away when you first got it.

10:22 pm

Me

by looking at the controller and they said that it is a common issue with the Xbox controllers and all I needed to do is contact Microsoft so I can get the grips taken care of.

10:25 pm

John A

Okay John. Please provide me the serial number of your console first so we can register it. Then check for the elite controller as well.

10:25 pm

Me

Look getting it now

10:26 pm

Me

SN xxxxxxxxx for the Xbox controller xxxxxxxx

10:28 pm

John A

Alright please give me a moment.

10:28 pm

Me

ok

10:28 pm

John A

Thanks for waiting John. I have checked and only Dpads, paddles and thumbsticks are available here. There is no option for the grips.

10:30 pm

Me

who do I need to talk to then these elite controllers are not cheap and looks bad when someone picks it us and the grips are bubbled up and falling off?

10:32 pm

John A

I would have to agree to that. But the grips are not removable. What we usually do is process a replacement here if it is under warranty. But if not then we cannot.

10:34 pm

Me

this is just not acceptable. I have been a Xbox fan for years as you can see and all you have is you agree and it's not under warranty. This is a known issue.

10:37 pm

Me

is there a number I can call I am going to let Microsoft know how I feel and let them know I will not be buying another Xbox anything

10:38 pm

John A

It is not a known issue John. There are a lot of factors that can affect the performance of the controller. How you play it and where you store it for example. Also, it has been with you for 8 months already.

10:38 pm

Me

i understand that. But when you buy a car and a tire falls off who do you call?

10:41 pm

Me

also you are calling me liar?

10:41 pm

John A

If you want to contact the phone support number then you may do so. Please take note of this. 1-800-469-9269 (toll-free) Voice 9:00 AM to 1:00 AM

10:41 pm

Me

Ok I will also what's your id?

10:42 pm

John A

I have not said anything about you being a liar. I am only stating facts.

10:42 pm

Me

i said it's a known issue and you said it is not

10:42 pm

John A

Because it is not a known issue. That's it.

10:42 pm

Me

google it then

10:42 pm

Me

its a known issue

10:42 pm

Me

i did that while chatting with you

10:43 pm

Me

or bing

10:43 pm

John A

A known issue that appeared after 8 months. I am not quite sure about that.

10:43 pm

John A

If it is a known issue then it should have appeared ever since you first got it.

10:44 pm

Me

Your being rude and you know it.

10:44 pm

Me

screw you jerk I am calling

10:45 pm

Me

bye

10:46 pm

John A

I am just being honest here. If your warranty has ended then you will be needing to purchase a new controller as the grips are not covered. You will not receive a free replacement for this.

10:46 pm

Me

ok bye you know how your acting

10:46

:)

 

Xbox Customer Service Bad Experience

Actually, it's probably not this guy's system that's the problem. I have a 360 Slim that's fairly new, but out of the warranty timeframe. A dashboard update, which Xbox forces you to do, killed my system, which operated perfectly fine up until the very moment
the update was installed.

Then, Xbox reps have the audacity to tell you to send in your system, which they just bricked, along with $90 to fix what they did to you. And, yes, I mean that in the strictest sense: Xbox is sending kill-codes to these systems to make you have to spend
money.

 

Xbox Customer Service Bad Experience

Hello Black,

I'm sorry you had a bad experience with Xbox Live Support ;however, you do have to keep in mind one of the down sides to an older game system is the cost to keep it repaired. Yes, It's a pain in the butt but I also had a older version and upgraded to the
newer one as mine over heated. May I make a suggest and visit the local pawn shop or store you can find a good xbox 360 for under 100.00 with no issues that's how I got mine and I only spent 59.00 at the pawn shop. If you don't wish to have it repaired this
may be another option for you.

 

It appears to me that the agent was very professional with you. The stated warranty on that controller is 90 days. You can contact MS via phone if you believe it will help but unfortunately there is nothing anyone in the forums can do for you.

United States

Hours of operation:

9 am to 1 am Eastern Time

6 am to 10 pm Pacific Time

Xbox Support

Toll free: (800) 4MY-XBOX or (800) 469-9269

Hearing impaired (TDD device): (866) 740-9269 or (425) 635-7102

Games for Windows Support

Toll free: (877)-274-4349

 

Wrong when a customer service agent has one job the agent failed. The agents job is to respond to all questions in a healpful manner and when a person states a fact and the other person the customer service agent says the opposite saying he is stating a
fact the agent is calling the customer a liar. A good customer service agent will show empty when dealing with a customer. A professional customer service agent will try to defuse the situation unfortunately this agent did not even attempt to at all. When
the agent continued after I said bye with anything other than an apology then saying what he said is wrong. I the customer did not ask for anything free the customer service agent said it when he summed the call up. By the agent failing at a basic customer
service level he cost the companie a customer that is posting everywhere about this junk controller and how customer service deals with customers. i want to make sure that you know this for the future before responding the grips are sold as a feature to help
with performance on the elite controller

 

Oh and I forgot Xbox phone agent told me to post this here Genesis1953 when I called in. So thanks for your clever reply. Can you respond to what I said above and this. Ty

 

Sorry for being less than pleased with your resopnce. By the time I posted what to the form I had been bounced Xbox sending me to the GameStop and GameStop sending me to Xbox. All that was happening is I was around and the phone agent from Xbox told me to
post it so they could see what I was talking about. I was told after everything that was said I can send the controller back and pay $15.00 and Xbox would fix it. It's funny I would not have been mad if they told me that from the start. But it took 4 days
to say that.

 

I just had a similar experience. In my case it was just a Lunar White Xbox One controller and not an Elite. The difference is that mine IS under warranty still and they said w/o a receipt from GameStop, they won't help me. Downright refused any assistance
even though the Lunar White controllers have not even been in retail for 90 days! Just ridiculous.

 

JAARON81, I am pleased that you got an acceptable resolution to your issue. Good Luck and Happy Gaming.

 

hey its ev, Maybe you should do as the OP did and call support again. Maybe you can get a different agent with different results.

United States

Hours of operation:

9 am to 1 am Eastern Time

6 am to 10 pm Pacific Time

Xbox Support

Toll free: (800) 4MY-XBOX or (800) 469-9269

Hearing impaired (TDD device): (866) 740-9269 or (425) 635-7102

Games for Windows Support

Toll free: (877)-274-4349

If you need the number for a different country let me know I will get it for you.

Good Luck!!

 

Genesis, appreciate the suggestion. I did try and still no luck. Apparently my claims are baseless w/o a receipt. While I understand their approach from a business standpoint, I have to say it really sucks for me (and apparently other people as well)
as a consumer. The best MS support gave me was, "buy another controller". Not a lot of incentive for me to waste another $60 on a controller that will probably break too soon, only to be told to buy another one...again. I know there's nothing you can do
about it, but man, it is frustrating.

 

Hey guys! If your controller is showing above normal wear and it is outside of the warranty it will need to be replaced. The accessory warranty is 90 days in most regions (including the US) with repair options limited to the D-Pad, thumbsticks, and paddles.
Outside of this warranty you will need to replace the controller through a retailer. We're sorry for any inconvenience this may have caused. For any issues with in-warranty controllers you can
contact support or go through
device support. If you need any assistance with other issues, feel free to post up a new thread and we will take a look. Thanks for understanding!