Extremely Poor Customer Service

Contacted customer service this afternoon as I was going through online info to update everything. Happened to notice that I was billed for a game I never downloaded. I had downloaded a trail version of Rabbids Invasion for my kids to try. Around a month
later they wanted to have a the full version of the game, so I purchased a hard copy of the disk.

Now that I noticed I was charged for this, granted it was 5 months ago, and I had never bought it I wanted to find out why and get a refund. The first person I wrote with through their online chat support spent almost an hour to give me access to the game
I had downloaded. I didn't want the copy I didn't download to be accessed for a download, I wanted my money back. I even offered, due to the fact that it was 5 months ago, to take just a credit to put towards another game purchase in the future. I was told
it would have to go to someone else, as it was over 30 days and to expect 24-48 hour wait time. I asked who was going to contact me and was disconnected.

Called their support line, was told the same thing except that it was over 90 days. I asked to speak to a manager and was told you will be told the same thing and I would have to wait a while. I did not care and I wold wait. Supervisor said that "there
is nothing I can do over 30 days. 60 days is our max if a child accidental does it we may give a credit." After 6 years as a gold member and almost a decade through a three consoles I would have expected more. This company has one of the worse customer
service teams I've ever dealt with and I'm seriously considering selling my console and moving to PlayStation because of this. If I do remain with Xbox I will more than likely remain offlline, as I have no desire to add ore money to Microsoft pocket. Companies
such as EA are more than willing to at least have a conversation with you and be sold tackles and ignorant. Passing you off as merely another number.

Your a poor excuse for customer service may have lost your a client, I'm sure you don't care and after this letter I wont support you or your company anymore either. Thanks for a decade a fun, but I'd rather give my money to someone else now. I hope $41.99
was worth me telling everyone I see how horrible your company really is.

:)

 

Didn't recieve my £50 for pre ordering FIFA 15 and XBOX ONE bundle.

Same here. Extremely poor customer service from microsoft with this.

 

Extremely Poor Customer Experience!

To whom it may concern,

I have had all three consoles, xbox, xbox360(every generation), and the xbox one. I was one of the lucky ones that got red ringed when the 360 got was released....3 times. I am also the proud owner of an xbox one in America that was designed for region
2 (I bought this console at GameStop in the Heartland). This means that my dvds and blurays will not pay in my xbox one, it also means the games I bought have remained unopened for fear of having them become returnable.

I preordered this Xbox the day it was announced. I have a day 1 console, in preparation for this console I bought cable, increased my internet speeds from 25 to 50mbps, purchased a surface, upgrade windows 7 to 9, and saved so that I can purchase a 4k
television on black Friday. Please imagine my frustration when I realized that I will either have to suffer through another week of owning a faulty Xbox One or not purchasing my 4k television on black Friday.

As well as not being able to play two of my games because I don't want to open them up and not be able to return them if the Xbox wont recognize region 1 games like it does dvds.

I have had two conversations with your 18004myxbox customer service. The main issue is they can't verify my account via email or txt for some reason. As well as escalating my case the first time because it has "never happened before". I decided to
call back after not hearing from your Tear 3 representatives only to be on the phone for 2 hours and 30 minutes. While John P. (tear 1 Florida branch) tried to stumble through a case he has never seen before. After 2 hours he finally convinced his supervisor
(Rianne A.) to allow me the privilege of preshipping my Xbox One. I asked if I could send my games in as well and get the digital copies so I can play games now and was told no.....ok. Ill return them to Game Stop and purchase them digitally like I did with
ghost. However when I asked to receive my complementary game that everyone else is getting with their faulty disc drives I was again told no. I then asked to speak with the supervisor and she refused, I insisted and she finally came. Although her words
were professional it was the tone in which she conducted herself that I did not care for. As if it was my fault the xbox was not in the right region and then acting like Im an idoit and saying she does not have the ability to give me the compensation everyone
else is receiving. I know she had the ability because John P. would never have asked her if she had not been doing it all night.

I do not appreciate being lied or talked down to.
I do not appreciate being sold a 4th faulty xbox. (3 360's 1 xbox1)
I do not appreciate the xbox one getting in the way of me purchasing my 4k tv or suffering through another week or two of a faulty system.

I have attached photos of the phone call and the error code. I hope that in the future you guys learn better customer service.

Sincerely,
Jimmy Nichols
3176508547

 

Sorry to hear you are dissatisfied with the support you received. Posting here may not be the platform to get your voice heard. As with any support interaction, you should receive a survey, as an email in the next few days. You can rate the interaction,
and explain why you are dissatisfied. I would suggest filling out the survey, it gives you a voice and helps the support team to better serve customers in the future.

 

I have yet to receive this email to file my complaint. Both reps that I had have given me help in getting this to date. Perhaps Microsoft doesn't care what I think. They clear have employees that don't. Why should I expect anything less from them.

 

Its random you dont alwyas get a survey for all calls

 

The feedback link below would be more suited.there is stature of limitations

Thats with any company including sony

Yiu do relieze that you can make their own profile without having an payment option right with home gold?

As per the terms of use console use isnt supposed to be used by kids without parental supervision wihwnever you use parental settings or not

feedback.xbox.com

Or uservoice.xbox.com

 

I understand that there is a limitation to what can be given back. I also understand that they werent concerned with fixing the problem. Only proving that I own the game and have been using it. As far as they are concerned I have been playing it, so you
don't get your money back. My point being I bought the disk, I didn't buy the digital copy. If had bought that, why would I have bought the bloody disk? So they are basically calling me a liar and that I'm unhappy with the purchase. I downloaded a demo,
not the game. They even had to setup my account to be able to download it, since I HAD paid for apparently since the "stature of limitation" had long past.

Further to your comment, they have their own account, not attached to my credit card. I may sound like an idiot for not checking my credit card statement soon enough, but I assure you I am not. They don't have free rein over the Xbox to purchase whatever
they want. This was screw up with Microsoft downloading a demo and they won't admit it. Plain and simple.

Thank you for the sites. I shall see where they take me, if anywhere at all.