Game Voucher and Live Time Still Not Received

Promotion Details: 1) Game Voucher, for compensation for defective device and using the Microsoft Exchange service. 2) 2 Months Xbox Live Gold, for compensation when exchanged console also did not work

Date of Purchase: 12/29/2013

Promo Item(s): 1 game download voucher and 2 months Live time

Hello,

After about 2 months time and several hours on either on the chat or phone, there is still no resolution. I've finally built up some more patience to revisit this again...

Goes like this:

Receive defective Xbox for xmas. It would unexpectedly shut down or freeze. (I assume this created an issue with my profile, which led to the next issue).

Called on ~12/27 to discuss options for exchange (didn't know if I would return it via Amazon or through the exchange). I was told that if I do the exchange with Microsoft, they would send a game download voucher for the inconvenience. Decided on
the advance exchange, so we started the process... However, the credit card I had on me at the time did not have enough balance to cover the ~$500 hold that was required. I was given the ticket number and was told I can call back with a different card to
finish the process.

Called back on 12/29 with another credit card in hand and provided the ticket number. This agent had an issue pulling up the ticket, so we started from scratch. The advance exchange was eventually setup; however when I asked about the free game voucher,
the agent said there was some glitch on my profile that was preventing him from accessing my account and applying the voucher. He said he was going to look into it and call me right back. (He never did).

I received the exchange unit... However, the disc drive on this one was not working. Called support and my options were limited... They needed the original console back soon, or else they were going to charge me. So they wanted me to send back the
original one, then set up another exchange for the new/broken disc drive console. I could either wait a week without a working console, or put another $500 hold on the card. I asked if they could give me a second game voucher, for the inconvenience of getting
a second defective console... I was told that promotion ended but he was able to 'pull some strings' and get me 2 months Xbox Live Gold.

I contacted support and told them that I was going to send them back the exchanged unit back (and not the original one). I wanted to return the whole unit back through Amazon (they send a replacement promptly and without a hold/charge) and wanted
the serial numbers to match with the box. I also told him that I did not receive the game voucher or 2 months time... However, he also had a problem accessing my profile/account and said he needed to open tickets for 1) fix the issue with my account, so that
they can provide the promos 2) update the exchange ticket to notify that I'm keeping the original console and sending back the defective replacement, so that I wouldn't get charged for sending back the wrong console.

I received emails stating that the tickets have been closed. However, they did not mention anything about the promos.

I started a chat with support to check the status of the tickets and promos. After an hour chatting with one agent, she told me I was in the wrong department and was forwarded to a different agent. After 2 hours with the next agent, I was provided
a link and was told to create a post there... She said that the Enforcement team was the only ones that could resolve and that they would private message me ASAP after creating a post (which never happened).

The link to the post chat support told me to start:

Uh oh... that shouldn't have happened.

I was told that posting there was the wrong thing to do, but if I wait an let the post age, someone would likely help... That has not happened either/yet.

Note: I does appear that my profile/account has been fixed; so I'm hoping that obstacle is out of the way now, and the voucher and 2 months time can be applied to my account.



I'm hoping that post finds the right person who can help resolve. Cheers,

:)

 

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Cannot connect to Xbox Live

Hi

We are new members. Have tested network and status all green. Live status options show all up. We also received an email indicating we had successfully redeemed the prepaid voucher but still no access.

Thanks