Not upset but somewhat unsatisfied with customer support

Discus and support Not upset but somewhat unsatisfied with customer support in XBoX on Consoles to solve the problem; I had to return my Xbox One console for repairs today because it stopped working after 2 months. I purchased the expedited shipping which was supposed... Discussion in 'XBoX on Consoles' started by Badger8643, Jan 17, 2015.

  1. Badger8643
    Badger8643 Guest

    Not upset but somewhat unsatisfied with customer support


    I had to return my Xbox One console for repairs today because it stopped working after 2 months. I purchased the expedited shipping which was supposed to include shipping materials but i was charged for packing anyway when I dropped the console off. So I'm
    a a little upset because 1. I paid more money for the shipping than I should have. 2. My new Xbox one was not working after only 2 months. 3. My Xbox 360 still works so I can play Destiny still, however I bought the expansion pack for Destiny on my Xbox One
    (I assumed it would work for a few years before breaking) and it does not work on my 360. I told the customer service representative that I have been an Xbox customer for 7 years and was wondering if instead of reimbursing me the packing material charge I
    paid could he somehow give me the expansion pack for the 360 since I already purchased it on the Xbox One. He told me no, that it couldn't be done.

    Now, he was polite and courteous so I am not upset with his demeanor but I didn't think my request was unreasonable and I was surprised especially since I already purchased the expansion for the One and really, I just want to continue playing it on my 360
    while my One is being repaired that's all.

    So, that is my half hearted complaint-I'm really just disappointed.

    :)
     
    Badger8643, Jan 17, 2015
    #1
  2. UNSATISFIED CUSTOMER

    Hey ladybrim 5str,

    Sorry to hear about your frustrating experience while dealing with phone support! As my fellow ambassador suggested, you should contact phone support again, I would liek to add to what's been said by pointing out these things:

    1. You've done well to keep a list of the employees names, make sure that when you do get in touch with them ask to speak with a floor manager/supervisor. Explain to them that you have been in touch with several support agents including the ambassadors here.
      Explain the rude employees behavior, and also explain why you initially called! I say all of this because your right the customer doesn't deserve the attitude you've been given, but we also have to make sure we address the matters correctly and not just let
      them get by!
    2. Please bare in mind the lock is there for our protection. It forces Microsoft to look at the personal matters which might be under attack in the way they should be viewed. While keeping our information private. Not that I don't think you know these things,
      but here is a page that goes further into detail about Lives Security. http://www.xbox.com/en-US/live/accountsecurity
    3. If the bundle you purchased came with a live subscription, and someone suggested you get a family pack, also explain that to the supervisor! There's no reason for you to be charged for 2 separate accounts, they should be able to give you credit for one
      of them instead of what sounded like a threat.
    I wanted to chime in here to encourage you to do what your doing, but to also help influence some calm reasoning! As when we get a little frustrated with others actions, we can sometimes jeopardize our own joy! Be a great day, and please do come back to
    let us know what becomes of this, and if we can offer any other assistance.
     
    A Bamboo Eater, Jan 17, 2015
    #2
  3. UNSATISFIED CUSTOMER

    Im new to the xbox world. In December I purchased a xbox instead of playstation because i got the new microsoft phone. right now i'm wishing i got the playstation.

    When i purchased the xbox it came with a live subscription. when i tried to connect with the live account it said invalid so i called xbox. after talking with the rep she suggested upgrading to the family gold. so i bought the family gold assuming the monthly
    would be canceled as i was told.

    now i'm being told that i have two accounts and if i cancel i'll be charged $250. WHAT TYPE OF BUSINESS IS XBOX RUNNING???

    i'm so disgusted with this situation.

    Then i'm calling calling calling. spoke with 8 different reps because i kept getting diconnected

    The last rep SAMANTHA was so disrespectful. had to tell her twice to lower her voice. asked for a supervisor and she straight out told me NO.

    if i live close to her facility i swear i would have stopped by to see her. I dont know why she thought it was ok to talk to me in that tone the reason she has a job is because of customers. good or bad customers pay her salary so there should be no reason
    for a disrespectful attitude

    Now my account is locked out and no one can access it I have to wait 72 hours for them try to address this matter, WHAT TYPE OF BUSINESS IS THAT??? I have to wait for my problem to be addressed this is pissing me off

    SO WHO DO I CALL TO GET THE HELP THAT I NEED?????
     
    ladybrim 5str, Jan 17, 2015
    #3
  4. Bazajaytee
    Bazajaytee Guest

    Not upset but somewhat unsatisfied with customer support

    Unfortunately I think the Customer Support representatives don't have the authority to give DLC for games even though it could speed up your issue with the packaging.

    Sorry to hear you have been having issues with Xbox One, hopefully your new replacement will work when you get it back.
     
    Bazajaytee, Jan 18, 2015
    #4
  5. Bazajaytee Win User

    Not upset but somewhat unsatisfied with customer support

    Unfortunately I think the Customer Support representatives don't have the authority to give DLC for games even though it could speed up your issue with the packaging.

    Sorry to hear you have been having issues with Xbox One, hopefully your new replacement will work when you get it back.
  6. A Bamboo Eater Win User

    UNSATISFIED CUSTOMER

    Hey ladybrim 5str,

    Sorry to hear about your frustrating experience while dealing with phone support! As my fellow ambassador suggested, you should contact phone support again, I would liek to add to what's been said by pointing out these things:

    1. You've done well to keep a list of the employees names, make sure that when you do get in touch with them ask to speak with a floor manager/supervisor. Explain to them that you have been in touch with several support agents including the ambassadors here.
      Explain the rude employees behavior, and also explain why you initially called! I say all of this because your right the customer doesn't deserve the attitude you've been given, but we also have to make sure we address the matters correctly and not just let
      them get by!
    2. Please bare in mind the lock is there for our protection. It forces Microsoft to look at the personal matters which might be under attack in the way they should be viewed. While keeping our information private. Not that I don't think you know these things,
      but here is a page that goes further into detail about Lives Security. http://www.xbox.com/en-US/live/accountsecurity
    3. If the bundle you purchased came with a live subscription, and someone suggested you get a family pack, also explain that to the supervisor! There's no reason for you to be charged for 2 separate accounts, they should be able to give you credit for one
      of them instead of what sounded like a threat.
    I wanted to chime in here to encourage you to do what your doing, but to also help influence some calm reasoning! As when we get a little frustrated with others actions, we can sometimes jeopardize our own joy! Be a great day, and please do come back to
    let us know what becomes of this, and if we can offer any other assistance.
  7. Photonimus Win User

    UNSATISFIED CUSTOMER

    I know it's not really what you want to hear, but you need to call support again.

    The billing department is who you need to speak with. Kindly explain to them the discrepancies and they can sort it out and get it fixed for you.

    No other department has any ability to fix it.
  8. VibroPlex Win User

    UNSATISFIED CUSTOMER

    1. This is a gamer-to-gamer DIY support forum, so we feel your pain.

    2. The volunteers here don't have access to your private account data, so we can't fix anything. However, we can make suggestions.

    3. It sounds like you bought the Entertainment For All package where the Xbox is discounted and you have a two year contract. Is that the case?

    4. The billing department is Option 1 at your national support line (see link below). No agent should ever decline a request for a higher up.

    5. However, some circumstances can end up in a 'locked' account. The agent should explain why it's locked.
  9. Waveshine460 Win User

    Reputation System Allows Toxic Players To ACTUALLY Affect Players' Gaming Experience, Get Rid Of It

    P.S. This makes me very unsatisfied with Microsoft, being a 10+ year XBL customer.
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Not upset but somewhat unsatisfied with customer support

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