Disgruntled Customer

Okay so I've been a loyal xbox consumer right from the beginning, no complaints until now.

My escapade started with me buying the XBOX ONE on launch day and had 2 weeks of pure bliss.

I then tried to use smartglass and it wouldn't accept my password and eventually blocked all access to the account. I couldn't retrieve my account because I had not stored any card details on my account (I had tons of free xbox live trials as you'd expect
with buying £800 worth of microsoft equipment in one go). So I lost all my Day One DLC codes, trial codes and my gamer score.

3 weeks from having my XBOX ONE I had now opened a new xbox live account and had been playing for 5 days and my XBOX ONE stopped reading 3 of my 6 titles (FIFA 14, Dead Rising 3 and Assassins Creed IV). I replaced the discs in store with no problems, the
discs still did not read when I returned home and then my other 3 titles stopped working and the drive started rattling.

I got on the blower to microsoft as I couldn't register my console at the service center online for some reason, then the guy on the phone was having troubles taking my card details to place a hold on my bank account so I could have a new console sent out
and return my broken one, he suggested I take my console back to the store I purchased from which was a right pain in the neck as the store I got it from was 55 miles from my location. So after driving 110 miles today and paying for petrol money I got home
and phoned microsoft to see if I could claim my free launch title for my troubles.

To my disappointment I was told that because I did not handle my console replacement through the online service scheme they cannot generate a code, typical.

So I have now come here to see what anyone else has to say, representative OR customer, about this unfair treatment of loyal customers.

P.S. Microsoft are receiving plenty of stick through the press over these disc drive issues I'm sure they wouldn't like any more bad light shed on the way they are treating some customers over this whole thing, just saying.

:)

 

A Disgruntled Xbox Customer

12/31 Update: The saga may finally be coming to a close. On 12/27 I finally received an email from the Advocacy team asking if I had received everything yet. Additionally, the representative from the Advocacy team said, "If you could confirm that you have
received the missing items, we can proceed from there, as well as discuss compensation for your inconvenience." I responded back on the same date that I had still not received my controller, and that I was extremely interested to hear how I would be compensated.
On 12/29 I received a follow up email from the same Advocacy team member, who informed me that he had put in an order to have a controller shipped to me and that it would take up to 10 days. Nothing was mentioned about compensation however, so I replied back
that I was thankful and still wished to discuss compensation. As of today (12/31), I haven't heard back yet from them about compensation, but my controller has finally been shipped (I have a tracking number). As one last strange little twist in this whole
process, this appears to be the ONLY package that Xbox didn't next day/priority mail. According to the tracking number, it shipped today but isn't expected to be here until next Tuesday. I realize it's the New Year holiday, but this was definitely not expedited.
Oh well, at least the final item is on its way to me.

 

A Disgruntled Xbox Customer

@Lestat573 Thanks for the response. I think you (and everyone else who has recommended it) are right. I'll look into filing the complaint tomorrow.

 

Hi there everyone knew there where gonna be issues with a new console thats the chance we all took either by buying the console or recieving one as customer appreciation. As far as the free game code that was the policy the time cant change that.

 

Sticky, you are not alone. I knew there would be some issues but I never expected to be treated so horribly by Microsoft Support. I would be much happier buying this system (that was not ready for prime time) if there was a knowledgeable customer support
rep helping me and making me feel like they cared. So far I've talked to about six reps and they all tell me something different, they all lie whenever it will help them get off the phone faster, and they are not nearly as knowledgeable as they should be.
After tens of thousands of dollars happily sunk into the Xbox and Xbox 360 consoles, I expected much more out of Microsoft with this new console and, especially the support behind it. I'm close to dropping Microsoft altogether after the nightmare I've been
through over the past three weeks. Some of the worst support I've ever seen from a company.

 

Thanks JDangles, I'm not sure what the "Xbox Live Community Ambassador" *lol* thinks I wrote. I have had problems in the past with launch day consoles just like everyone else ONLY THIS TIME I've had too much with my XBOX ONE experience and the customer service
just doesn't cut the butter.

I'd like to know Microsoft are assuring they can do everything possible to fix this because all I've had for £800 , incompetency, disappointment and frustration.

Oh yeah and no apology for any inconvenience caused, just more "solutions" to lead you down the garden path.

 

Ok did you exchange your broken console?

 

They sent me a refurbished console that wouldn't even get past the updates....even tried updating manually from flash drive. I spent 1.5 hrs troubleshooting a refub unit...something they should have done. Then they proceeded to tell me that if I send back
the brick they sent me as an "Advanced Exchange" that I would no longer have a warranty on my original system. They were telling me I had to send back my partially working unit and keep the brick until the original system was processed! Oh...and one rep
even told me the advanced exchange system was actually a "loaner" system, where you only keep the system they send you as a loaner...

Regarding my console issues - One rep told me it was an unknown hardware issue (after doing a factory reset and still having the problem), one rep told me it was a known software issue and the next update would be fixing it, and one rep told me it was a
known hardware issue... Hmmmm.. Then my controller left trigger button breaks, I have to pay for shipping, still waiting for a replacement to be sent to me and was told I need to wait 10 business days for them to process the one I sent back. I don't know
why waiting 3+ weeks for a replacement controller for my new console is acceptable. When my coffee machine breaks, Keurig sends me a new one the next day. When my phone breaks under warranty, Samsung has a replacement in my hands in five days. When my Google/Asus
tablet breaks, I have a working unit in less than a week. Somehow it's acceptable to wait ten business days after receiving my defective controller that I paid to ship to Microsoft for them to even consider sending one back to me? Please explain how that
is good customer service.

 

NJDevils rock13,

You're well on your way to becoming a gold standard in microsoft customer service. Just like the hard working men and women representing microsoft in the customer service department you have totally managed to not read all the information I have provided!

Kudos.

P.S. I really hope a real rep turns up because this is all being captured and quoted for a news article

 

Funny i dont work for microsoft im a gamer who voluteers to help others if possible. Good luck with your "article" sticky n ting.

 

Microsoft should wake up and change this customer support disaster, or the future of XBONE is turning to deep black, and very fast...

 

Well im not hearing any ideas if you do have some please post them here
forums.xbox.com/.../default.aspx

 

You aren't hearing any ideas? How about standing behind the product? How about cutting down the 10 business day "processing" time? How about not making users pay to ship their broken controllers back? NJDevils, I understand you are trying to help, but
at some point you need to realize you are not being objective...at all...

 

Well as i posted above there is a site given for ideas this is a support forum

 

Funny thing is, your link doesn't even work. And don't say you aren't hearing any ideas. You just decide to block them out.