I want Microsoft to know how badly they treat their own customers #wasafan

Discus and support I want Microsoft to know how badly they treat their own customers #wasafan in XBoX Games and Apps to solve the problem; I had a simple problem with finding an IR cable that would work. I finally found out that the old Tivo IR cable with the two L shaped ends works... but... Discussion in 'XBoX Games and Apps' started by Michael Staggs, Dec 23, 2014.

  1. I want Microsoft to know how badly they treat their own customers #wasafan


    I had a simple problem with finding an IR cable that would work. I finally found out that the old Tivo IR cable with the two L shaped ends works... but I found out on my own.... and then had an absolute fiasco with Xbox support. I spent EIGHT HOURS trying
    to cancel an advanced exchange....only to have Xbox send me a console a month late and when the issue had supposedly been escalated! (Support likes saying your case has been escalated to tier 3 or advocacy and that you should expect a call in 1-3 days. They
    did that multiple times to me and no one ever called.) Then, they had the nerve to email me and ask me if I'm happy....and that they will send an email survey in a few days. They never read their emails or follow up with you, so I am posting this here and
    maybe someone in charge will see this and know how they are turning people off from buying their product - making unhappy customers out of one-time fans.

    Here was my response to the email:

    Just like the others who followed up, you're probably not even going to check

    this email address. Of course I'm not satisfied. Xbox has provided the worst

    customer service experience I've had in my entire life. You better believe

    that I'm telling everyone that will listen as well. I even wrote it on the

    replacement box for everyone to see. Here are some pictures:

    Xbox Support Drove Me Crazy

    I had a simple cable issue. Because of the absolute nightmare that is Xbox

    customer support, that simple cable issue wasted 20 hours of my life - much of

    it in chat or on the phone with customer service. I will share some of this

    absolutely horrendous and shocking experience with you so if someone actually

    does read this email, you will know how abysmal you treat your customers - not

    the least of which I spent EIGHT HOURS trying to cancel the Advanced Exchange,

    they supposedly escalated it, and then sent a console anyway! A month late!

    November 1st, my pre-order of the Xbox One Sunset Overdrive bundle arrived

    from Amazon. I did not realize that, in order to change channels, I would need

    an IR cable. That was ok. I checked your own support page which said:

    IR Extension Cables | Xbox One

    "Almost any off-the-shelf IR extension cable will work with your Xbox One, as

    long as it meets the following requirements:

    It connects using a 3.5mm jack (similar to a pair of standard headphones).

    It has three or fewer emitters."

    I ordered one. It got here, I plugged it in, and it didn't work. So, I found

    another style from another company and ordered it. It got here and the same

    thing. It didn't work. So, I attempted to contact Xbox support through chat

    and find out which cable I should use. Your customer service tech, IRA, was so

    clueless about the Xbox One, they couldn't even understand my question. I got

    him to put his supervisor, Francis on the phone. Francis understood my

    question but, after the call, tasked Ira with following up with me....and IRA

    still didn't understand the question! This chat took 2 hours and 49

    minutes....and it was entirely wasted.

    So, on November 13, I posted in the forums. I enclosed the transcript from IRA

    and Francis, as well as the followup email from Ira which was absolutely

    ridiculous and my response to it.

    http://forums.xbox.com/xbox_forums/xbox_support/xbox_one_support/f/4277/t/1866077.aspx

    Your technician who goes by Mister Beep told me my only alternative was to

    send it in. So, I had a simple issue of not knowing what IR cable worked

    (which no one in support could tell me) and now I had to send in my console

    for repair....still not knowing if the problem was just that the support page

    was wrong and many IR cables do not work.

    I called in on 11/15 and set up an Advance Exchange. It took 36 minutes to do

    so. They told me to expect my replacement in 3-5 days. On 11/25 I spent an

    hour in chat with Tony. Tony stated that the replacement STILL hadn't been

    sent, but: "Tony: Thanks for letting me know. Alright what I am going to do

    right now is that I am going to follow this one up so that the console for

    exchange will be sent to you within 2-5 days from now."

    On 12/2, I STILL had no Advanced Exchange and no word at all from Microsoft. I

    spent a while in chat with Marc and told him I had ordered a third cable....a

    TIVO IR extension cable and was going to try it. He confirmed that the

    advanced console had STILL not shipped.

    On 12/4, I tried to cancel the order as the new TIVO IR cable worked. Jessica

    said she was having trouble canceling the order and: "For your other issue go

    ahead and wait for our tier 3 dept to get ahold of you."

    The tier 3 department did not get in touch with me. On 12/8, I spoke to Velvet

    in customer service. She again tried to cancel it for me.

    On 12/8 Jessica emailed and asked if I'd received a refund and I told her the

    order STILL wasn't canceled. She didn't respond back.

    On 12/17...after speaking to someone on the phone at least twice since then

    and being told that it was escalated and an advocacy team member would get

    back in touch with me (they STILL haven't), I get an email saying that a

    temporary replacement console was being shipped....

    I sent it back yesterday with everything wrote on the box like I showed you. I

    spent no less than 8 hours trying to cancel the advanced exchange and they

    sent it a month late. I have spent around 20 hours dealing with this issue and

    ended up solving it myself.

    I tell everyone how horribly I've been treated by Xbox support. I tell them

    the nightmare I've had to deal with. This is, by far, the worst experience

    I've ever had with any company. I am so upset with your company now, if it

    were not for the fact that I have a six year old daughter who loves the Xbox

    and also the fact I've bought games for it, I would sell it and buy a PS4 just

    so I would never have to deal with your support again for any reason.

    So yes, by all means, send me an email survey. I look forward to telling

    someone else how terrible Xbox customer service is and how they cannot seem to

    support their own product.

    :)
     
    Michael Staggs, Dec 23, 2014
    #1
  2. Scout 015
    Scout 015 Guest
    update broke my xbox

    Yes they treat their customers so badly. Wait they would offer to fix a 5 year old console for free? Seems decent to me.
     
    Scout 015, Dec 23, 2014
    #2
  3. XSILVERBANEX
    XSILVERBANEX Guest
    Loyalty

    I don't know they should if they want their business to boom and treat the customers with respect.
     
    XSILVERBANEX, Dec 23, 2014
    #3
  4. Scout 015 Win User

    update broke my xbox

    Yes they treat their customers so badly. Wait they would offer to fix a 5 year old console for free? Seems decent to me.
  5. NotxAnonymous Win User

    Game DVR Unable to view and/or share.

    Thanks for the no support and instead of a response I get an enforcement action. You really know how to treat your customers right don't you microsoft!
  6. XSILVERBANEX Win User

    Loyalty

    I don't know they should if they want their business to boom and treat the customers with respect.
  7. macromanager Win User

    I HAVE BEEN FALSELY ACCUSED OF A BAD GAMERPIC AND BANNED

    I have been waiting 12 minutes with no reply. Is this truly how microsoft treats its customers?
  8. UNIX Dweeb Win User

    I bought a 2nd hand console, to find out it's banned...now i'm treated like the criminal by microsoft ???

    so microsoft is punishing me SIMPLY because i did not buy the box from a dealer??? how ridiculous! Some customer support that is. Just how was i to know the box was banned when i bought it? And you believe this is appropriate customer support??? All
    you have to do is simply "unflag" my system from the database! if the system. i REALLY hope microsoft doesn't mind having this conversation tweeted, as i'm SURE many others out there will enjoy knowing how you treat someone who simply bought a box from
    a private party, just to find out that microsoft doesn't want to treat me as the offended party...and NOT the person who did anything wrong. come on...what happened to "giving your customer a fair treatment"??? I'm not asking for a new/replacement system....just
    for you to go into your database and unflag the system i just bought....NOT rocket science here guys.
Thema:

I want Microsoft to know how badly they treat their own customers #wasafan

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