[Customer Support] Achievement Issues

II Kazz II · Mar 4, 2016

Hiya XBOX

I am an achievement hunter, and have been for years, I am always cautious what I play and aim for max completon. After a couple of weeks off XBOX, I came on the other day and noticed my completion % had changed. I checked my games to see if DLC had affected
this (some had which I have since completed), but I saw 2 games added to my games played list....Just Cause, and Skulls Of The Shogan. Both games had 0 Gamerscore....not to worry, I went on my XBOX 360 to see if those games were on that list so I could remove
them (no idea how they even appeared). But the games don't show on my 360. Also I cannot delete them on XBOX One, like I can on 360. What's weird is nobody has, and never had access to my profile. I once bought Just Cause on disc but never played it, and I
have never even purchased Skulls Of The Shogan (check my purchase history for proof).

I contacted chat support who said they had heard of games randomly appearing on peoples accounts (happened to friends of mine as well) and he said an account reset sometimes works, so we did the process and the 2 games are still visible. I contacted support
again who sent me here.

:)

Stringfellow007 · Mar 4, 2016

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 4, 2016

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.

Mister Maka · Mar 4, 2016

Heya II Kazz II.

Sorry to hear about the trouble you're having with two games showing up. Is it possible someone had used your Xbox One who had access to Skulls of the Shogun and accidentally started it up while you were still signed in? Currently there isn't a way to hide
games on the Xbox One, but we're always taking feedback over on
Xbox.Uservoice.com

Mister Maka

Heya II Kazz II.

Sorry to hear about the trouble you're having with two games showing up. Is it possible someone had used your Xbox One who had access to Skulls of the Shogun and accidentally started it up while you were still signed in? Currently there isn't a way to hide
games on the Xbox One, but we're always taking feedback over on
Xbox.Uservoice.com

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)

[Customer Support] Achievement Issues