How can I get in contact with a real agent?

ItsRAzRBlack · May 10, 2023

The Microsoft support system is an absolute joke. Next to a week I’ve been trying to get in contact with customer services but every point of contact leads to the Virtual Assistant which is incredibly unhelpful.

I contacted Microsoft about replacing my broken Elite Series 2 controller (under warranty) which had a non-responsive bumper.

Upon receiving the “repaired” controller, I’ve found that both back paddle buttons are now broken, which they weren’t when I sent the controller away. So much for testing it.

I’ve troubleshot the issues by checking the input on the hardware tests in system settings and nothings coming up, so I’m guessing the buttons were disconnected during the repair.

Now, I can’t get through to any real agent to dispute the matter of replacing the controller AGAIN and every time I request a phone call, the virtual agent “can’t process that” or “there was an issue on our end”.

I see no end to this endless loop of speaking to virtual assistants and the direct line, again, puts me through to automated voicemail which directs me to the website before HANGING UP.

Laughable.

Can anyone guide me on a direct way to contact the company?

:)

Kathy A.

Good day!

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for your understanding.

Respectfully,

Microsoft Moderator

Kathy A.

Hello ItsRAzRBlack,

We hope you are doing well. Thank you for posting in Xbox Forums.

Based on your description, you are unable to reach out to Xbox Live Support today. Let us check on this together and investigate this issue to sort this out in timely manner.

Here are the steps on how to contact Xbox Live Support Team:

Please use this link: Contact us | Xbox Support
Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
If not, please select the country/region it is showing and select the correct one among the lists.
Make sure to use to check the available contact times of the support.
Select the "Contact Us" button
Select the drop-down menu options that will match your concern.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
In any case, you will have issues contacting support, you may try using InPrivate browser, different browsers, different devices, or connect to a different internet connection.
Lastly, let us know if there is an error message or code while contacting the team. Please post a screenshot of the issue and conceal any personal information. Please check the questions below.

We have two questions below that we would like to ask for details:

May we ask for the error message and code? Please conceal any personal information like phone number and full name.
Please provide your country/region. Do not provide the complete home address to protect your privacy.

We look forward to your response.

Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

Xbox Forum Moderator

Microsoft Community

Darhyl Mayte Amizola

Hey there!

Nice to meet you! I'm Darhyl, a fellow gamer. I'm sorry you are experiencing this. I am here to help.

No worries, let me reroute you directly to Microsoft Xbox support.

Ricardo Cintra

You can check in the Microsoft website if in your region have some phone number for you call, but you can use the support website and click in contact-us

Speedy dew

Call back doesn't work for some reason. I'm now trying to get a case number so I can get my console replaced from the store I bought it from but that is also a challenge to do on the Microsoft website and with the call center. Its becoming infuriating
at this point because everywhere I try to get help on the Microsoft website I keep getting messages saying the service isn't available at this time and I've been getting this message all week when I try to get help with my console. I'm close to giving up and
switching to Sony at this point.

How can I get in contact with a real agent?