How can I make a complaint to customer services?

Hi chaps

I'm looking to speak with Customer Services about something, and was hoping someone could point me in the right direction please?

I've tried social media, and contact through support.xbox.com, but I'm not getting anywhere.

Thanks.

:)

 

how to make a complaint

Want to make a complaint if someone could let me know how please. ? I was unfairly banned from communication that I did nothing wrong. ????

 

how to make a complaint

You would have to try submitting a case review at
http://enforcement.xbox.com That is the only way to contact the enforcement team.

 

Just an update on this - the online XBOX contact said to use the forums, and wouldn't give me any contact details in which to make a complaint, and the MS Store (UK) online told me to write a letter and send it to the USA!

Are you serious!? You have no way to deal with complaints or customer service electronically??

 

Hey, Baoth! Sorry to see any frustrations, however the only way to send in complaints is by sending in a letter to our
Legal Department, which is located in the US. If you need any assistance with an issue, we're more than happy to assist you by getting the correct information, though! If you would like
assistance, please post back with the details of your situation. Thanks for understanding, and hopefully we can assist here with whatever you are running into.

 

Sure would appreciate some sort of help... how about assisting with the following points:

Damaged item

Zero customer service

Loss of personal time

Delayed delivery

Slow network speeds

Loss of pre-order incentive - 2 days from the early access

STILL not received the codes for the 4 Gears Games

No credit reward as advertised

 

Oh man! Definitely can see all the frustrations that these situations could cause. I have some follow up questions to see if I can sort this all out with you.

Damaged item - What ended up being damaged? Did you get a console or accessory through the Microsoft Store that was damaged? When you contacted support for this, did they give you a reference number? If they did, are you able to send that
to me in a message? I'd like to dig into it further.

Zero customer service, loss of personal time - These are both related, and I'm incredibly sorry to see the difficulties with this. I'm hoping that my help here, while being a bit more personal time you will be spending on this, will ease
the frustrations surrounding this whole scenario.

Delayed delivery - I am assuming that this is related to the damaged item. Can you clarify on this? I could be wrong in my assumption and it could be related to something else.

Slow network speeds - I can help sort this out, but I want to make sure that everything else is first resolved because those will determine when we can focus on the speeds.

Loss of pre-order incentive - Based on your mention of Gears 4 and the other things mentioned, you were waiting on a console that arrived late, damaged, and caused you to lose two days of early access because of the late delivery? I feel
like this pulls your situation together, but please do tell me if I'm not reading into this properly.

Gears Collection for Xbox 360 - These take up to a month to be sent out after purchasing or redeeming Gears 4. However, there was a promotion last year for Gears: Ultimate Edition, and I see you were a part of that promotion. Are you seeking
the ones for Gears 4?

Credit reward - This sounds like an Xbox Rewards issue, correct? If so, this ends up a being a little weird. Rewards is ran by a 3rd party for our company, and you will need to work with them on that. However, if it's for the $10 that the
Microsoft Store provides, this would be something else entirely. Are you able to clarify this one for me, too?

Phew, I hope I covered everything. Let me know the specifics for these things, and we'll see where we go from here. Again, I'm incredibly sorry to see any frustrations caused by everything that seems to be rolling into one. I really do aim to help you out
and get you to the right people if we need to. :3

 

Thanks for the reply - the answers in order are:

The box to the console was damaged. So, I have a limited edition console, and its box has a hole in it.

Yes, they are related. I booked leave from work to play Gears 4, but UPS decided that my delivery could wait. When it finally turned up a day late (2pm ish in the afternoon), the download speeds for the digital content was abysmal. It didn't finish until
about 11pm. When I have tried to speak to people about all of this, I get told to write a letter or speak on a forum. I'm amazed that its standard practice for a company to air their complaints so publically to be honest with you.

No, the delay on delivery was because the UPS driver "ran out of time". Don't even get me started that he delivered my friends console less than half a mile away from my house on the correct day, and not to mention that I called UPS and they confirmed it
was still being delivered and they had until 7pm. I then received a TEXT at 7:15 to say it had been sent back to the warehouse.

Apologies, but I very much doubt you can do anything about the download speeds unless you manipulate the LIVE servers. The speeds are the same for a lot of my friends. I completely understand network bandwidth, and you were probably being hit due to the
imminent release of a AAA title, but you should also be able to cope with demand.

Correct. The incentive was 5 days early access. That's not the case here at all.

Why does it take a month? Were they not in the box for physical game purchases? (I'm lead to believe they were). It shouldn't matter if I had them (Gears 1, 2, 3 and Judgement) before. The advertisement said codes were included.

I believe this was an incentive from the MS Store for pre-ordering. It's not Xbox Live Rewards related.

Thanks.

 

It's like just one thing after another, right? I hate to see this spiral happen to customers.

Mostly, it sounds like UPS ended up failing to deliver on the day they promised, and also might have accidentally damaged the box. While we generally defer to them for complaints about deliveries, I'm leaning towards the side of seeing what we can do for
you. I will lay it out that we can't do anything about the delivery times or that you lost time playing the game. That's just a fact of time that we run into, and we cannot time travel yet. I gotta say, if we do ever get time traveling, support scenarios will
be completely different. I will suggest, though, that you contact them to file a formal complaint if you haven't already.

The box being damaged - Is the console damaged at all? I know it's harsh, but we cannot do anything about the packaging of the console being damaged. However, if the console is damaged, and you can prove it was caused but outside damage with pictures lining
up with the damage on the box, then we would be able to look into getting you a replacement console. I understand completely that this is a collector's item, and some customers love keeping the boxes as well. This boils down to we don't replace the boxes the
consoles come in, only the hardware. Even if we replace the console, we say in the repair email not to send it in the box it came in because you will not receive it back; you will end up getting a normal packing box instead of the one the console came in.

The download speeds I might be able to help with, at least with optimizing your network to ensure you're getting the best out of it for what you have. Since you're in the UK, you have either Sky or Virgin (an assumption, most UK users I speak with have these
as their providers). They both have devices that end up needing some settings changed in the firmware to make sure Xbox Live plays nice with your connection. The speeds from our end depend on other things, but if we set up your network hardware to talk to
Xbox Live better, it might alleviate some other issues you're running into. You hit the nail on the head, though; high volume can cause longer than normal download times, especially with larger games like Gears 4 is. I can at least try to help with normal,
every day connection issues you might have that could help with the download speeds of larger games.

The codes for the Gears Collection are not included, and the stipulations should have been laid out on the console box itself (or on the website when you purchased). Regardless, it is on the

Gears of War 4 product page. It does not come in the box because it's a timed promotion, and ends at the end of this year. If it were in the box, then that would put it longer than the end of the year based on whatever inventory
stores end up having. This is almost exactly the same as the Gears Ultimate Edition promotion last year. This ends up being a time thing for you; if it hits a month and you still don't have them, please tell me. I can dig into it and reach out to our partners
to determine what's going on.

Now, here's the part I actually dislike doing. We do not have any insight to Microsoft Store purchases or their promotions; they are generally sent over email, and we just do not have access to those. If you haven't already, be sure to check out the email
inbox that you made the purchase on, double checking your Junk box. If it's not in there, I know it's not a friendly experience pushing you to another team, but I have to in this case. You will need to reach out to

Microsoft Store Support to inquire about the $10 currency that should have came with your console bundle purchase (be specific that it was with the console, not the game). If you get push back or redirected to us, let me know.

Ultimately, what I want to do is get you passed along to a team here that can help you out better. I want to wait until after you contact Microsoft Store Support, because if they redirect you I want to make sure I note that you didn't get that incentive,
either. I really do appreciate you laying this all out for me. I do know this isn't a pleasant experience, and I'd like for us to make it as right as we can. Let me know about the console itself, and the details of your conversation with the MS Store, and
we can check out our next steps then.

P.S. Thanks for reading my novels and giving me novels back. The more details I have, the better. :3

 

Tell me about it. I appreciate your help, but this is starting to grind a little now.

Fair point, but the MS Store don't want to know, neither do Xbox or UPS. But the service just isn't good enough.

No, the console isn't damaged. Its the cardboard box.

Yes, when I buy a limited edition *anything*, I expect it in perfect condition. Otherwise, whats the point? This is a real kick in groin to be honest with you. And I don't believe there is nothing that can be done about this. Having come from the games industry
(at store level) I have seen plenty of spare boxes supplied, POS, display boxes etc. They exist, so why can't someone help me?

I appreciate the offer of assistance with network speeds. I'm a fully qualified IT Consultant. Cat6 cabled network, GB switches, BT Infinity and i'm not using their hub. I have an Asus router, with the latest firmware. I'm open to suggestions, but please
do talk at a technical level

You will be pleased to hear that the codes have been sent via a DM on LIVE recently, so this can be ticked off. Thanks.

I'm going to level with you. Bottom line, is I'd like a replacement console box and some sort of apology for the mess. I could have quite easily gone to Smiths Toys, bought a white console, the game, an extra pad and live for the same price, and had it in
my paws at 9am (or even midnight if I could be bothered). Heck, even Amazon would have been a better option for day one delivery, and they compensate when people are messed around.

Same to you

 

I agree with a large part of what you're saying, and that's why I want to get you up to a team that can help better than I can. I understand completely where you're coming from on this.

Before I am able to do anything, I need to make sure your contact information is updated on your profile. This can be done by editing your
Billing Information on our Commerce site. Make sure you have a good contact number and email address there, they will contact you over both of these.

Once you post back confirmation, I'll get your information up to them. They'll likely focus on the shipping situation; after your case is closed with them, we'll see what we can do to possibly improve your network issues (if it's even possible to do so).
When someone like yourself, an IT specialist, has done their set up, it can be a little bit more complicated than the Xbox likes. But that's definitely something we can focus on at a later time, since this isn't your main complaint right now.

Side note: No mention of reaching out to the Microsoft Store Support was done in your last reply. Has that been done without further assistance? I want to be sure that's noted when I get you off to the proper people.

 

I tried MS Store, and they said write a letter to the States, and were not interested. They told me to go on the forums...

My billing information is correct.

 

Thanks so much for confirming that!

I'll get your information along to the right people. It can take a couple days before they reach out to you, but please let me know if you don't hear anything from them by Friday.

I seriously encourage you to keep me updated, too. I want to make sure you're situated, and the best way you can do that is by updating me. Hopefully we've got you all set, though!

 

Will do. Thanks for the help.