customer support a disgrace

I have to say as a parent and trying to resolve a suspected stolen user profile, the communications and contatcabilty of x box live support

is atrocious, used the live chat, phone customer support, posted on the enforcement forum. Which may I add is not confidential

no phone numbers ,

it is hardly surprising that it got in the situation it did over the holiday period

any help guidance would be much appreciated

regards

a dismayed parent

:)

 

FARCRY 3 INSANE EDITIONS NOT RECEIVED FROM GAME.CO.UK

I have a chin of emails and live chat correspondence with them from the last few weeks saved to my PC that would make your eyes water. Their customer service and support is an utter disgrace...

 

Microsofts new way of not letting you remove card details!!!

You have to ring customer services to remove a card mate,it's a total and utter disgrace.

 

Hey there R0GER

Sorry to hear that you have had a bad experience. This comes at quite a shock because official xbox support is in my opinion, one of the best supports I have ever personally dealt with.

When you say a stolen user profile, can you please be more specific?

If the account in question has been compromised then you need to check out the following page.

www.xbox.com/.../What-To-Do

If however, the account has been suspended and you believe that this was down to ab unauthorized access, you would have to contact phone support and request an 'Unauthorized Access Investigation'. The account will be blocked for the duration of the investigation
and you will be contacted once they reach a conclusion.

I hope this helps.

Many thanks,

Cloud

 

thanks for the reply

however all very good trawling through more support pages , without actually addressing the issue

or speaking to a someone who will actually investigate why asa a consumer I am not getting what I paid for

this link is what to do if your account is stolen, I cant determine this , as my sons account is suspended for the first ever time, coming after the warning you have been disconnected from x box live because you are logged in elsewhere, i am not the gamer
here , just parent wanting to get to the bottom of a problem without making any headway what so ever , so I stand by comments , and still await a reply from the enforcement people ,

 

Thanks for the response also.

Now that you have clarified the issue with more depth, I can answer with more accuracy. What you need to do is wait to hear back from the PET (Enforcement Team). The forum you posted in to reach them is a forum that requires manual process. This means that
you wont see your post or thread, until a member of the PET has responded. You can also go ahead and check the email address that is tied to the account, as you will have been sent a correspondence there to explain the suspension.

The PET are very thorough and they only ever suspend an account with absolute evidence and proof. In the mean time, you are still welcome to go ahead and call phone support and request that unauthorized access investigation if you believe the account was
compromised during the cause of the suspension.

No one else here can help you with this problem, past the advice given above.

I hope this helps.

Many thanks,

Cloud

 

I would also like to add that the message about being logged in somewhere else right before the suspension notice is normal. That is part of the suspension process.

 

still no answer rom the enforcement forum now its 2 days old and knotty a single notification , no idea , its sat with a moderator, no acknowledgement, what service, what a joke

 

Sorry for the inconvenience, please remember that they are a very busy team with several of these threads to approve and respond to. Did you check the email address tied to the account for any correspondence there?

 

Your system and servers are garbage, I've had nothing but constant problems for The past 2 months going on 3 since we're in January(not to Mention all the problems through out the year). Can't play games watch Netflix or do anything, real close to getting
rid of your guys' system foreveer.

 

yes and no replies, and I am getting bored with sorry for the inconvenience, is that a signature,

the enforcement forum , seems to b e titled xbox one, and one further thing , I don not expect this issue to be sorted any time soon as I haven't even entered any details gamertag , username etc. yet

 

I'm unsure as to what you mean there R0GER. You would need to detail the gamertag in order to get a response off the PET otherwise they are not going to be able to identify the account.

forums.xbox.com/.../41.aspx

Please post again in the above forum section and list the relevant information.

Thank you.

Cloud

--------------------------------

Shroom hey there

Please create your own thread and detail any issues you are having, in there. Users are encouraged to create their own threads so that the focus of support can be directed at the author.

 

still waiting the thread I started has disappeared without trace I m guessing for criticizing the support on here

its now 5 days since I started this quest and no sign of answer to a simple questions

unbelievable

 

I am sorry you have experienced such issues with our support team.

I am a proud member of our XBOX Support Team, and I would love to try and resolve the issues of all our customers. I do apologize that you feel as though we aren't meeting your needs and concerns with a helping hand and a smile.

If you would like you can list your concerns here and I would love to touch base with our Superiors to get any concerns addressed.

~Day