Controller issues and customer support...

Aquamandrew · Mar 21, 2015

So I've only had my Xbox One since January 2015 and I have been having so much trouble connecting my controllers to my X One the past few days. The standard syncing procedures didn't work. I tried power cycling it- didn't work. So after messing with it off
an on for a while I decided to call Xbox customer Support. That was a mistake. I patiently tried everything he recommended. I again, power cycled it. I held the power button and turned it off then disconnected it from the surge protector, took out the batteries
from the controllers, plugged the console back in and was able to turn it on with the controller but then it quickly disconnected. When I told the MS representative it disconnected again he very sarcastically said, "well try the other controller", i just ignored
it and tried the other controller- no luck. He then said to change the power settings to energy saving mode and restart the console, that didn't work. then he said to connect it via USB and update it so i did but I said it was already updated. then all of
a sudden the call ends.... I decided to give him the benefit of the doubt and assume that the call failed so I looked at my phone and it didn't say it failed. I called back and it said "customer service is now closed". That guy HUNG UP ON ME!!! That is so
unacceptable! I am sorry if this product isn't ready to be on the market due to faulty hardware that EVERYBODY seems to be having trouble with. It should not be this hard to connect a controller to a console. Sony does it flawlessly. So does Nintendo. Maybe
Microsoft should use Bluetooth connections like they do. The only stable resolve for this is connecting via USB... what is this, the 90's?? I was already on the fence about buying this console anyway, giving it a few days of thought before dumping almost $500
on it with games and extra controller but now I 100% regret my purchase and it's too late to return it now for a full refund. And for how I was treated by the MS representative, I'm thinking of moving my PC usage to Apple. I guess you could say I'm "Xbox Done"
with it....

PS- I never even got to tell the representative about the constant WiFi disconnects and it always forgetting my WiFi connection. It's so annoying having to retype my credentials every time I turn on the console.

:)

Stringfellow007 · Mar 21, 2015

Customer Support Issues

I have had nothing but problems with the support I've been provided and it's infuriating the way they're handling/mishandling people's issues. I've worked in the customer service and technical support industry for 13 years. I have never seen such poor service
from such a renowned company. I have been a loyal customer for the past 12 years and want to contribute to the company by pointing out a major weakness. The chat support is a nightmare and policies are not in place to help a representative reassure the customer
that "Hey, we've got your back". I wanted to start this thread for anyone who has experienced poor service and feels defeated in what seems like a never ending battle. All we want to do is enjoy their products and we can't.

ElevatedBuckle · Mar 21, 2015

Customer Support Issues

the problem isn't trouble shooting he console. The problem is the misleading info that you get when you contact customer service. You get the email that your console will be shipped in 2 yes 2 business days and nothing comes 4 or 5 days later. You call back
and know one and i mean know one can tell you anything. they just say you should get the console on friday. Maybe they are right after all there are 4 fridays in a month.

TragicSkies · Mar 26, 2015

Hello Aquamandrew,

I'm sorry about your bad experience with a Microsoft Representative, that is unacceptable and shouldn't have happened. Could it be possible you have your Xbox One on glass or something is interfering with the sync? Possibly you could try letting your Xbox
One sit unplugged for a few minutes to make sure it fully reboots freshly as well. Also, to make sure, he did tell you to push the little silver icon on the side of the console that has an ))) look to it, then hold your sync button on your controller until
it flashes fast.

I will gladly try to keep assisting you the best I can, just let me know if you have tried what I suggested and if nothing works or what.

TragicSkies

Hello Aquamandrew,

I'm sorry about your bad experience with a Microsoft Representative, that is unacceptable and shouldn't have happened. Could it be possible you have your Xbox One on glass or something is interfering with the sync? Possibly you could try letting your Xbox
One sit unplugged for a few minutes to make sure it fully reboots freshly as well. Also, to make sure, he did tell you to push the little silver icon on the side of the console that has an ))) look to it, then hold your sync button on your controller until
it flashes fast.

I will gladly try to keep assisting you the best I can, just let me know if you have tried what I suggested and if nothing works or what.

eG x Thee Elf

Stringfellow,

Sorry to hear you have been having a bad experience with customer support. Although you have every right to voice your concerns with the support process this is something better suited for the

Xbox LIVE Wishlist/Feedback forums since this isn't a technical support issue. If you would like though, I know many of us would gladly try and assist you with your issue if we knew the details and what troubleshooting steps you have taken thus far. Just
let us know and we'll do what we can to help a fellow gamer out.

Fat Boy 99

You are not alone. I've got over 5 hours with them, and 3 alleged escalations and 3 alleged emails that I am supposed to be receiving....have not gotten one of those emails yet and its been over 2 weeks.

They won't escalate the problem with you on the phone, you are always told they will do it later. I get the feeling that when I call, their number one goal is to simply get you off the phone.

ElevatedBuckle

the problem isn't trouble shooting he console. The problem is the misleading info that you get when you contact customer service. You get the email that your console will be shipped in 2 yes 2 business days and nothing comes 4 or 5 days later. You call back
and know one and i mean know one can tell you anything. they just say you should get the console on friday. Maybe they are right after all there are 4 fridays in a month.

Stringfellow007

This is unacceptable:

Eren: Hi! Thank you for contacting Xbox Chat Customer Support. May name is Eren.

Eren: As I understand you issue, you want to speak with a supervisor or department manager, is that correct, Paul?

paul: that is correct

Eren: Alright.

Eren: I will set up callback for you.

Eren: May I get your good daytime contact phone number, Jonathan?

paul: excuse me?

paul: is Jonathan the supervisor?

Eren: Oh!

Eren: I'm so sorry for that, Paul.

Eren: May I get your good daytime contact phone number, Paul?

paul: ***-***-****

Eren: Thank you Paul!

paul: Is there an estimated time for a call back?

Eren: I appreciate it.

Eren: I already set a callback for you.

Eren: We will be calling you now.

Eren: Is there anything else I can help you with Paul?

paul: Yes, that was a call back for the regular support queue

paul: I need to get in touch with a Support Supervisor

paul: May, I please have the name of the Head of Customer Support?

Eren: Let me try to transfer you there Paul. Please stay on the line for me.

info: Please wait while I transfer the chat to the best suited agent.

info: Declaración de privacidad

Ahora está chateando con 'Elizabeth'.

Elizabeth: Hola. Gracias por ponerte en contacto con el servicio al cliente de Xbox. Mi nombre es Elizabeth. ¿En qué te puedo ayudar?

paul: seriously?

Elizabeth: Una disculpa, ahora estás en contacto con el soporte en Español, te voy a comunicar al departamento adecuado. (Hi, I'm sorry but I don't speak English, give me just a moment to transfer you to the right department)

Controller issues and customer support...