How long to wait for support on missing groove music promo code?

CrestedWeb54150 · Sep 7, 2016

I had posted here Sept 1 and have not had a reply to that post. How long is the expected wait time on support requests? I assume old requests drop off the queue after a few days.

After seeing the Groove music buy one month, get 3 months free promotion on the web, I did buy a groove one month pass on July 29. The one month seems to have expired on Sept 1, not Aug 29 or 30 and next billing date is set to Sept 13, so this all seems
to allow the promotion to work properly as described so that you'd get a code after a month, plug it in and get the next 3 months free. If the expiration and bill dates were set as you'd expect, the promotion would not work as there would not be time for
this to work out as described. The fly in the ointment is I never got the code. After having not gotten the code, I tried chat support twice and was referred here.

:)

UsableClub62495 · Sep 7, 2016

Groove Music 3 Month Free Promo Code Missing

I did not receive a promo code for my 3 months free groove music, can you please ensure this is added to my account? I added groove music on 8/12/16.

proneto911 · Sep 7, 2016

Groove Music Pass promo not received

I purchased a Groove Music Pass on 12/11/2015 as part of the 12 days of xbox i think. Promo from the Woodfield Mall in Schaumburg IL had a promo when buying a $99.90 Groove music pass i would recive a $50 promotion gift card to use. I never received this
promo as of yet. Wondering how to get it when i purchased it on the day of promotion.

Miss Bijoux · Sep 8, 2016

Hey CrestedWeb54150 -

Thanks for the information. I've passed it along to the appropriate teams for investigation. When we have further information we can share, we'll be sure to update this thread for you.

Thank you for your continued patience.

CrestedWeb54150 · Nov 3, 2018

There is no need to pursue this further. I called in yesterday and the support team has many absurd reasons why the promo code does not apply. In the end, my one month pass was refunded since I acquired it under conditions the company does not intend
to honor. I've moved on to one of your competitors who offered a similar deal , so a promo code for Sept/Oct/Nov will be useless to me.

Thank you for looking at this. I know this is not your problem personally, but the financial terms of the groove anniversary offer are not unusual. As noted, I've taken advantage of such offers at your competitors before, and there have never been an issue.
The groove offer had a complex structure (buy the pass, wait over 30 days and then get a code) and it is evidently not possible to determine if you quality for at least 40 days after you take advantage of the offer. Even now, the support team is referring
case after case to microsoft experts and it takes days to determine if they quality for the offer. It can't possibly take days to figure this out.. If it does, how can one expect a customer to figure it out. At your competitors, if you try to take advantage
of an offer you don't quality for, the web site lets you know immediately. I expect that a streaming service will be one I use frequently and this experience puts groove at the bottom of the list of streaming services.

CrestedWeb54150

There is no need to pursue this further. I called in yesterday and the support team has many absurd reasons why the promo code does not apply. In the end, my one month pass was refunded since I acquired it under conditions the company does not intend
to honor. I've moved on to one of your competitors who offered a similar deal , so a promo code for Sept/Oct/Nov will be useless to me.

Thank you for looking at this. I know this is not your problem personally, but the financial terms of the groove anniversary offer are not unusual. As noted, I've taken advantage of such offers at your competitors before, and there have never been an issue.
The groove offer had a complex structure (buy the pass, wait over 30 days and then get a code) and it is evidently not possible to determine if you quality for at least 40 days after you take advantage of the offer. Even now, the support team is referring
case after case to microsoft experts and it takes days to determine if they quality for the offer. It can't possibly take days to figure this out.. If it does, how can one expect a customer to figure it out. At your competitors, if you try to take advantage
of an offer you don't quality for, the web site lets you know immediately. I expect that a streaming service will be one I use frequently and this experience puts groove at the bottom of the list of streaming services.

Miss Bijoux

Hey CrestedWeb54150 -

Thanks for the information. I've passed it along to the appropriate teams for investigation. When we have further information we can share, we'll be sure to update this thread for you.

Thank you for your continued patience.

David98761435

I responded to an email from Microsoft on 7/13/2016, signed up for a 30 day Groove Music Pass subscription on the promise by Microsoft for a 90 day Groove Music Pass access. A promo code has never been received. I was passed from one chat support representative
to another to another to another and then after spending 30 minutes was sent here. Maybe this will get resolved soon.

Their email stated "Rev up your summer soundtrack with 3 free months (90 days) of music.* Just sign up for Groove Music Pass, and after your first paid month ($9.99), we'll email you a promo code for your bonus months (as always, you can cancel anytime).
But hurry - this deal won't last forever."

Miss Ghidorah

Hi there!

We have messaged you a 3-month promo code for Groove Music. Please be sure to check that!

Let us know if you're still seeing any issues.

Miss Bijoux

Hey matt -

From the Terms of Service for that Groove promotion:

During the first 30 days, customer will receive a promo code for 3 months of Groove Music Pass at no charge. Upon completion of the promotional period, membership will be automatically
billed as specified at signup unless cancelled. Limit 1 promo code per customer, single use only, Promo code must be used by December 29th, 2016.

If after 30 days from starting your subscription you don't have your code yet, feel free to post a new thread and we'll take a look. Thanks!

How long to wait for support on missing groove music promo code?