Customer Service (Rather, lack of Customer Service)

CCPerciballi · Jan 29, 2019

WARNING! MADE THE MISTAKE OF PURCHASING MICROSOFT PRODUCTS. I have NEVER experienced such poor customer service from a company like Microsoft in my life, and I am HUGELY disappointed. I purchased an Xbox console as a Christmas gift
for my boyfriend, and 2 additional games that he wanted. (Now, I am naïve to the gaming world, as I do not "game". I was completely unaware that games are now digital and not on a disc that comes in the mail, like the old days). Once I found this out, we spoke
to someone from Microsoft via Virtual chat - if there was a way to get them from my account to his so that he could actually use them. This person told us that it is easier for my boyfriend to purchase the games on his account, and that once I did the refund
request, I would have absolutely no issues getting a refund on them from my account.

WRONG!

I received an email days later that my request for a refund was denied. It took me 2 weeks of speaking to multiple people via chat (BECAUSE there is no phone number for the refunds department!!!!) to get any answers as to why it was denied,
and weeks to get a refund on ONE game (the cheaper of the two, by the way). But oh now, they claim there is difficulty refunding two at the same time because they have the same order number. WHAT? I have made MULTIPLE requests via the "Request a Refund" and
they have all been denied with no real person explaining why in the email I get DAYS later. I have spoken to multiple people on chat that direct me to reply to the emails that I receive declining my refund and re-explain the situation. Everyone tells me to
"rest assured" that someone from the "dedicated team" will answer my emails back. I have never gotten a single answer from any of these emails that I have sent. How am I supposed to rest assured?!? I have been given the run around with every person that I
have spoken to (besides Michael F.? I think), and its like I am talking to a wall!

At this point, it has been 2-3 weeks of this, and I still have not received the refund on the second game. I spoke to someone today, that gave me the same run around speech that I've been getting for the past 2-3 weeks. (LOL, Shocking, I know.) I have
asked these people on chat what else I can do and who else I can talk to so I may get this refund back, and there is essentially no options.

I have pretty much at this point come to terms with the fact I just blew money on Microsoft products that I will never get back, due to the lack of customer service.

Microsoft can "rest assured" that after this un-real experience with customer service (or lack of customer service), I will be sure to never recommend any Microsoft gaming products to anyone (have already started after this experience). AND I will be
purchasing a SONY PlayStation in the future over an Xbox if this is how Microsoft is treating customers.

:)

AngelObullets

Hi there CCPerciballi

Sorry to hear/read you have had a upsetting experience with the digital products. I wish I could assist you further, but the only way I can recommend to solve this issue is have your account and there account set on the new xbox as a home console to get
access to the game since it is within a family based setting it would allow them to play the games on both accounts.

I can only apologize about the bad experience you have had though.

XBF Brad A

Hello Perciballi,

Let me start by saying sorry for all the issues you are having getting refund and that. When you get denied you can reply to that email and then tell them what happened. As they were able to refund one, not sure why they didn't the second.

Microsoft as of late has changed the contact us and how to get a refund. They are trying to make it more easy for the customers. I know that there are issues with it as personally had a similar experience. You can request a call from support and they can
look into the cases made for the refunds. I made a guide to get through the options to get to request a call from support.

When you go to Contact Us to get it to request a callback follow these
steps:

Step 1 ----select Xbox One
Step 2 ----select see other options then subscription changes
Step 3-----select show contact options

Step 4 ----select request a call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Thanks,

Brad

Xbox Forum Team

Drizzle J

Like these fine people said, we’re the same as you guys but volunteer to try and help the best way we can make everyone’s experience better on xbox. The links provided bu everyone will hopefully help solve your problem!

xbox24ru

Hi there BRANDON LEE2131,

I understand your frustration with this difficult situation however microsoft support does help a lot of customers it may not seem like this but in the background day in and day out a lot of people are helped with various issues they may have.

I understand a insider build has caused you issues and I personally apologise for this upset caused, if you look at my fellow ambassadors replies on this issue they will advise you to submit the refund form and then you will receive the payment back within
5-7 working days.

Kind Regards

Alec

RandyAU93

You're free to call whomever you wish. You've been provided the service options, which are staffed by paid Microsoft employees, that will help resolve your situation. As Njal stated, if you believe the situation is related to an Insider update, you must
work with the Insider program; standard Support options will not be able to assist you. When you request a callback from Xbox Support, you will be speaking with a paid Microsoft employee. When you submit a refund request, the request will be reviewed and a
response sent by a paid Microsoft employee; if the request is declined, you'll be able to respond to the e-mail they send at length to further describe your request. These forums are staffed by both volunteers (fellow gamers) and paid Microsoft employees.

Customer Service (Rather, lack of Customer Service)