Escalation specialist won't call me and just close the case.

Hi there,

I bought Forza Motorsport 6 on September 16th and the disc was damaged, did the website troubleshooting steps and went to the store to get a new disc. Second disc is damaged as well as the first one. I did the troubleshooting steps again, called MS (did once
more the TS) and tried to install the disc in my friend's console...didn't work.

So the customer care guy escalates my case (first one) and tells me to wait 2 business days; nothing happened so I call again. This time the customer care rep asks for my proof of purchase and also created a new case and then he proceeds to escalate it once
more (second case). Wait again and got an email saying that my PoP is valid so I must call, when I call *spoiler alert* they just told me we are going to create a third case to escalate it to a 'specialist group'.

October 6th and I get an email saying 'we couldn't reach you...bla bla bla', no missing calls on my phone. Called again (not a single note saying they called) and, yes, got a fourth case that it's escalated to the very same team. This time the rep told me "if
you have no issues I can schedule a call in English so this guys can reach you faster', I say no problem and this time I get a call but there is no one speaking.

Now I got a new email saying 'unfortunately you didn't take our calls so we are going to close your case'.

Guys on the phone just keep telling me that they can't transfer my call to that escalation specialist nor do anyhing but keep creating and escalating cases.

Who do I have to call (and how) to have a solution??

Thank you.

:)

 

Adult account, but prompted to get parent's permission for purchase

A plconsumer advocate or escalations specialist

?

Different people different powrss

Consumer advocate is someone who revieewd your case and sends to the right people.

Escalation specialist does.the actual work

 

How long does the investigation last?

then you did not complete the call

you must call back and open an case

and wait till you have a service request number and talk to an escalation specialist

if your account was never recovered by anyone else then its not going to come back as a fraudulant purchase

its personal security issue

 

Hi there!

If the game doesn't work after you purchase it, you should be able to return it to the store within 28 days for a refund/replacement.

I would recommend that you check the disk is is good condition before leaving the shop.

If it still doesn't work, it could be your disk drive that is faulty. If this is the case, you may need to set up a repair for your console. You can do this here:
https://myservice.xbox.com/.

I hope this helps!

-

 

Hey Maozsi!

Eden0032's advice to replace the disc once more at your local retailer is solid advice, as it's going to be the quickest route for a replacement. Really sorry to hear your case was closed though. Did you make sure to reply to the e-mail stating your case
was being closed? If you haven't, please reply to that e-mail and make sure you provide the team with the correct contact information.

Be sure to keep an eye out for communication after you bump the e-mail and keep us in the loop!

 

Thank you guys, the Global Escalation Team solved the issue in one single email. Sad to say that the local support (MX) is still looking for a solution (odd isn't it?) so I guess they can't see the GE team solved and closed the case.

 

Awesome! Glad to hear it was resolved for you. Definitely appreciate your patience on this

If you have any other questions definitely let us know!