Digital Game Support and Customer Satisfaction

666WOLF666 · Feb 27, 2021

So let me get this out first sentence, this is 100% about principal and standing by product being sold.

That being said had a recent purchase experience that has put such a sour taste in my mouth I really want to just jump ship back to PlayStation despite being a multiple Xbox household for the past decade. My brother, wife and I picked up Duke Nukem 3D (for $20 each) to play a bit of nostalgia for my brother and me while he was stuck isolated thanks to good old COVID. But the servers are toast, multiplayer is broken, and in 90 minutes of trying to play it we suffered maybe 15-20 disconnects mid game on all 3 accounts.

Fun attempt but hey Xbox Support can you refund us store credit so we can buy a working multiplayer game? Nope.

Well can I write a review so others "hoping" to play this multiplayer will know its busted? Nope.

Really we played it for 90 minutes and requested refund less then 12 hours after buying? No you received too many Gamerscore points in game.

Please by all means void them, I received them basically for turning game on. Nope

Ok well please escalate as this should obviously fall under an exception, the game is advertised as having multiplayer and that's broken. Sure call Microsoft support.

Microsoft support answer and I quote "We have no idea why they would send you to us, they know we only can send you right back to same department"

OK, Xbox support now you are purposely wasting my time, can I get a supervisor to call me back? No call back for over 2 weeks. And this is my work number they have which I get calls from around the world daily no issues but the only people that can't call seem to be Xbox.

And during those two weeks I have had multiple "closure" emails from my complaint with bad and/or no links for me to click. Just the level of incompetence and absolute lack of care for customer satisfaction is beyond words.

Anyone else come across broken games since reviews can't be posted anymore? And it is obvious Xbox is fine with falsely advertising a game and not standing by customer satisfaction.

:)

SwordofWhedon

No one has the ability to void gamerscore outside of the tippy top Xbox engineers, and they’re not going to.

There are dozens of games on the Xbox store thst can be finished in as little as 3 minutes for full achievements. That’s why gamerscore is a factor. People DEFiNATELY will try that.

Gearbox is responsible for their game. Microsoft is a gateway, ans has no responsibility for the functionality of their servers. The fact the game is often on sale for $2 doesn’t indicate a healthy player base to me, so that’s why you probably can’t get a match.

666WOLF666

Nah not player match, read what I posted. The 3 of us bought it to pay together, we would load a level to play, game would start, and server would crash middle of the game. 5 minutes in, 10 minutes, hell sometimes just before kicking that good old nuke button. Point is its broken and to not stand by a product being sold is just ridiculous. To purposely send broken support links and further waste my time having me call other departments who even state there is 0 reason Xbox support should send you to us is further deflecting the issue rather than actually resolving it. Just absolutely poor customer support. And I would of loved only being charged $2 but it was $20

ChainSmokingBob

*** a successful business if it comes at the expensive of the customer or customer satisfaction.

M3tal Daz3

In my opinion the greatest satisfaction for every support agent is to solve the customer's issue. I'm sure that Melissa feels the same so thank you for being part of the xbox live community and enjoy gaming!

iTsFx

Hello, I'm Felipe and I'm an independent Community Advisor, and I'll do my best to help you.

It is frustrating when you cannot get through to a company's customer support or when your issues are not being resolved to your satisfaction. It is possible that the company may be experiencing a high volume of support requests or may be prioritizing support for certain types of issues.

In general, it is important for companies to provide timely and effective customer support. Good customer support can improve customer satisfaction, loyalty, and trust in the company, while poor customer support can lead to negative reviews, lost customers, and damage to the company's reputation.

If you continue to have issues with Xbox Support, you may want to try contacting them through different channels, such as social media or email. You can also try reaching out to Microsoft's customer support or filing a complaint with a consumer protection agency.

Digital Game Support and Customer Satisfaction