Customer Service Debacle #1229783452

My name is Justin Zimmerman.

I've been a loyal follower of XBOX since Halo 1. XBOX 360 at launch. XBOX ONE at launch.

I'm okay with the fact that the XBOX ONE has a number of UI and chat issues. You're working it out. I don't like it, but I get it.

But I'm not okay with your current customer service.

I bought Battlefield 4 at launch, along with three other games. And the season pass to BF4 boot. I have fantastic internet. It's been insanely hard to get into games. I've been dropped more times than I can count. I've lost all my guns and progress. I've
spent days in great games followed by days when I haven't been able to play with another person. I finally had enough and contacted customer service.

I was eventually reimbursed for my season pass. It took over 30 minutes of waiting and almost 30 more minutes of back and forth. Furthermore, when I asked for a customer service email to ask about the larger issues surrounding online support and the game
in general, I was condescended to, given the runaround and eventually DROPPED from the chat.

THIS is how brand loyalty is rewarded?

THIS is how XBOX supporters are treated?

THIS is how launch titles are tested, supported and processed by Microsoft?

I was told to post my issues on this forum. So here you go. Microsoft, you can look me up using the reference # above. Feel free to contact me. Regardless, I will be sharing this interaction with others.

:)

 

Xbox One Advanced Exchange Debacle/ Horrible Customer Service

[quote user="B1985sFinest"]How is it I am the FIRST American living overseas who needed a replacement console?[/quote]Xbox One and Xbox 360 apparently have differing support infrastructures on the back end.

Any particular reason you didn't just exchange it via GameStop?

 

Xbox One Advanced Exchange Debacle/ Horrible Customer Service

I am stationed overseas, in Germany, and recently purchased an Xbox One via Gamestop.com and after receiving it, noticed a loud clicking sound emitting from the hard disk area. I log onto Microsoft.com and start chatting with a rep. They tell me that
I need a replacement Xbox One, and it would be very simple to get me one, despite me voicing concerns about me being at an APO, AE address. They pointed me to the website to start an advanced exchange. To my surprise, when I went there, that option was not
available. I was confused but I had already ended my chat session, so I enabled another one. This service REP again told me to do the same thing, but I told her I did already and it did not work. She put me on hold and then after a long wait told me they
would need to call me on the phone. The problem was I have a German phone number and they could not call me. So I said I will call you guys.

I spoke to a very professional and polite gentlemen, Robert, and after going through the WHOLE story for the third time was told that option would not be available to me due to my location. He apologized for the previous REPS giving me BAD information.
He was, or at least seemed, genuinely upset about not being able to do anything for me and offered me a free game code (which I later found out was a 360 code). He then told me I needed to go through German support.

So I call German support them and they tell me this is the first time they have ever dealt with this situation, but assured me they could take care of me. They requested my physical address and stated my Xbox One would be an US SPEC Xbox, but then
after getting to the credit card billing information, there was a problem, my billing and shipping address did not match, uh oh. Now, after an hour on the phone with her, she told me she could not process it, and told me another department in Germany would
call me back within a few days. So I wait, and wait, and wait, no call. I call German support, tell them the story for the millionth time it seemed liked and provided him the REF number. At this point, I had changed one of my credit cards billing addresses
to reflect my shipping address; problem solved, right? Nope. He stated the problem should be resolve now, since I updated my billing information, and when he was going through the process ran into problems on his screen. The system wanted me to pay 99 Euro,
when in fact it should be free. The REP was puzzled and had to speak to mangers many times, and came back and told me he had no idea why the screen reflected I needed to pay and how sorry he was and that another department would call me no later than a week
later.

A week passed, did someone re-contact me; sure didn’t. So I now re-establish another hail-mary chat session. I run through the whole story for the billionth time, and provide the REF number, blah blah blah. This guy again starts spouting the same
procedures the previous sleuth of people told me. I now inform him, being the expert on Microsoft procedures I am at this point, that I could not in fact due the advanced exchange online because I am overseas. Anyways, after another hour-long conversation,
the work around is I have to use an intermediary service (APObox.com) to ship the console to me since Microsoft doe not ship to APO. Eureka! Finally, a solution! The only issue now is that yes, they will ship it to this address for free, but I have to pay
for the service to ship it to me. So I ask if there is a free game possibly I could get for incurring this expense and ALL of my troubles, and they tell me no. I say, well a previous REP gave me a code, but it was a 360 code, which I have NO use for. He
seems confused, and asks me for the email, which I provide, but stated that they quit proving free games for HD problems at the end of December. Me, now infuriated, not because of the stupid game, but just the sheer audacity for a HUGE company not to take
care of their customers, who, through no fault of their own, have been drug through the mud all because something so silly as just replacing a defective Xbox One, ask for a credit of some sort. He tells me he could maybe give me a “T-shirt” which I tell him
is a laughable offer. We proceeded with the workaround, and needless to say the advanced exchange was processed. This senseless, horrific customer service is unacceptable, and for them to just say “sorry” but we wont give you anything is audacious.

Apologies for the dissertation, but I felt someone needed to know. How is it I am the FIRST American living overseas who needed a replacement console? Crazy!

 

The rep through live chat TOLD ME to post my issue and the # of this forum.

I was discussing CUSTOMER SERVICE along with an individual game. That is ALL Microsoft.

And Microsoft has NO RESPONSIBILITY for a game that has THEIR MACHINE'S NAME on the box cover?

That they SUPPORT with their online service?

Please.

Justin Zimmerman

# 1229783452

 

It's all EA/DICE's fault for how poorly BF4 runs on Xbox One along with other platforms complain on their forums here.The game was rushed and that's why it's in the state that it's
in now, but be happy that you at least were refunded for your purchase of BF premium.

 

If it makes you feel better a law suit has been filed against EA ceo's

www.gamespot.com/.../1100-6416790

 

[quote user="LOL AT UR SKILL"]

It's all EA/DICE's fault for how poorly BF4 runs on Xbox One along with other platforms complain on their forums here.The game was rushed and that's why it's in the state that it's
in now, but be happy that you at least were refunded for your purchase of BF premium.

[/quote]....yeah, that's an exercise in futility bud, and talkin' to those guys over at EA and Origin on the phone is like talkin' to Freud without the coke problem ...a bunch of passive "really's", "you don't say's", and "what do you think that means''
in very heavy, hard to understand accents .....yet, not one of them is even aware that their POS game isn't working properly ....very very confidence inspiring

 

I think BF4 was a cool idea...but they're never going to fix the servers ....sadly, this is as good as it gets ...which is completely broken

 

It only makes sense to help this person point his/her frustrations towards the people who are responsible for releasing the game in it's current state. Microsoft doesn't control the multiplayer servers because it's run by EA or had anything to do with the
development of the game for the Xbox One.

 

hmmm.....but doesn't XBL "thoroughly test" all this crap before releasing it to us mere mortals?

 

I'm not HAPPY about anything regarding my customer service experience with XBOX, especially as a loyal gamer. Which was my point. Microsoft is surely accountable for their own customer service ineptitude. Furthermore, PARALLAX is right. Microsoft sells a
product with obvious customer expectations. Says so on the back of the box. I buy their LIVE service to play GAMES with their LOGO on the case ONLINE, as is promised. SO they obviously have a stake in the sale and experience of the product. REGARDLESS, my
original point stands...no email address, no larger complaint system, poor customer service...this I lay at Microsoft's door, here, as the online chap told me to do. Guess what...HE LIED. No customer service rep got in touch with me as he promised. Do I blame
EA for that too?

 

I'd fire the the guy that told you to come here. The forums are ran and monitored by Volunteers, not Microsoft employee's.

Secondly, it's dice's fault that battlefield doesn't work, not Microsoft's. Just because the Xbox one logo's on the game box, doesn't mean MS is to blame. Because if that were the case, I could phone up PC World (where I bought my gaming pc from) and demand
a refund for battlefield from them, even though they only built and sold my pc. If EA ran Battlefield of the cloud Server's, you'd have a point.

Take your argument to Dice/EA (like the thousands of other people) or, wait for the new week to start. Every work place will be back to normal this Monday, so I'm suspecting an update.

 

To be fair Battlefield does not use Microsoft's matchmaking servers. That's why Dice games are always broken for the first few months after they release. It takes a while for people to stop playing until you can actually find a game.

 

To be fair, the XBOX customer service representative lied to me about admins and customer service contact here. Also, one the back of the XBOX ONE case, real close to the Microsoft TM system information and XBOX LIVE information, it clearly says 2 - 6 players.
SO, to be fair, Microsoft certainly seems to say that its plethora of engineers that tested the game before it was released to integrate WITH XBOX LIVE stand behind it as a product partner. No offense to you folks, but to claim Microsoft is an unwitting dupe
is pretty naive.

 

What is naïve is that you think Microsoft is going to be able to fix your problem. It really is an EA/Dice issue. What is Microsoft to do about server issues that they don't control? The answer is nothing. You should be happy you got your purchase of premium
back from them which you didn't deserve. I'm sure you were cutting off the reps head and he/she gave you a refund for something that isn't his/her fault or Microsofts fault for that matter. You need to cool off, take a step back and look at the real issue.
Which is a developer problem.