Irresponsible Customer Support

I had recently purchased a XBox 1 with the Forza game and 1 month of Live Gold subscription. Sadly the 25 digit code for the Live Gold wasn't supplied and I had no clue how to activate it.

After chatting with quite a few customer support bots I finally ended up chatting with Xbox Live Gold support and was informed that I need to activate the 1 month trial subscription option. A link was provided to me via the chat.

The customer support person/bot then became silent when I questioned this method of informing customers of the activation link only when a chat was initiated.

I am extremely dissatisfied that this is how MS treats its customers

Here's the transcript :

"
the link points to a 1 month trial which is available to anyone. I think my purchase includes a full 1 month subscription not a trial. I need a 25 digit code for this. Where do I get the code?

Lorie: at 19:23:58

I understand where you are coming from, however, this is the 1 month Gold that is included with the bundle.

you: at 19:25:50

i see. so is every customer expected to chat with you guys to get this information about how to

activate the 1 month subscription? Isn't there an automatic way to just start the trial?

you: at 19:26:29

for instance if you didn't give me the link how would I have activated the trial?

you: at 19:33:19

wow thats some reply you must be typing. I've been waiting for more than 5 mins now

is this a joke?

you: at 19:36:11

how much longer do I need to wait?

you: at 19:46:28

I will ensure that this chat is reported and you are suitably chastised. This is a perfect example of irresponsible customer support
"
Is there a better forum to make a formal complain about this dismal chat support?

:)

 

irresponsible microsoft

If your console was banned, you can't dispute it.

Xbox Enforcement | How Do I

 

irresponsible microsoft

You should log into the enforcement team website for information where you can also submit a case review if the suspension is eligible.
http://enforcement.xbox.com/home

 

depending on exactly WHAT you purchased, it can be different.

the standard contents should be listed similarily to this (taken from amazon.com just for comparision)

"What's in the Box

Xbox One Console

Kinect Sensor for Xbox One

Wireless Controller

Chat Headset

HDMI cable

Power Supply

Forza 5 Game Code (code will be emailed to customers after the order ships)"

and thats all included. so if your retailler adds 1m gold and its NOT listed on the package then its your retaillers responsibilty to provide it to you. there is nothing to complain to microsoft then.

 

I am sorry you have experienced such issues with our support team.

I am a proud member of our XBOX Support Team, and I would love to try and resolve the issues of all our customers. I do apologize that you feel as though we aren't meeting your needs and concerns with a helping hand and a smile.

If you would like you can list your concerns here and I would love to touch base with our Superiors to get any concerns addressed.

~Day

 

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