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.

:)

 

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.

 

Loyalty

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