Phone Customer Support Issues - With Recordings

I did a google search for xbox customer support phone numbers and found one that allowed me to contact support directly without having to go through their dialer system. I have over 21 years in customer service and tech support (from internet, software,
and phone switching support all via the telephone). The first gentlemen I spoke with I asked for a supervisor when he told me he couldn't refund or extend my service for 2 hours. I asked for a supervisor. He sped through some made up script so fast I couldn't
hear him and he hung up on me.

Good thing since I live in a state that if the call states they're going to record me, I can record them as well. So we'll see if this makes it on youtube or not.

So I called back and again got an agent. He was great. I asked if they recorded all the calls and he said yes (since the voice recording says all calls are recorded). I got a supervisor on the line who used my name wrong each time so he wasn't interested
in looking at my account of course. He told me they have no way to provide a refund. I said no problem, since I had been down for 2 hours I will gladly accept them taking the payment out of my account 2 hours later to make up for the down time.

So he tried to push me off the phone and asked if there was anything else he could help with. I wanted to know if TWITCH was going to be releasing a DLMC app on the xbox app store. I did not yell and I was polite the entire call as I have it RECORDED (thanks
to the law). He refused to tell me anything and said he was going to put me back on the phone with a rep. Well since I had such a bad time with the reps I wanted to keep talking to the supervisor and guess what, he hung up on me.

Now, if I see this post disappear it is going on an office Microsoft website since I know the billing work is outsourced (I read all about it online while on hold and might even put in an app since their current support doesn't do much supporting). It will
also be going up with the recordings from both calls.

The number on my account is correct and before I post the customer service comments (please by all means listen to them since they are recorded as all calls are and the account should be noted as the reps told me they were) and recordings I would like a
call back explaining to me what kind of compensation I will be getting for the TWO hours lost to me. Now I keep getting told "it's only 2 hours". Because of xbox I have bought thousands of dollars worth of vudu movies/shows I had no access to, no Netflix,
no hulu, no amazon prime, no online video games, and other stuff I could keep on naming.

It might only be "2 hours" to your rep, but after spending more on my xbox then a brand new car, 2 hours is a lot of time that I spent troubleshooting myself before calling customer support because the message that came up did not say to call customer support.
It said to go to a website that had no flashy warning sign that there was an issue. So I had to check my credit card to make sure. I had to check to make sure my account was active. I used phone units that COST MONEY to try and fix my system that had no
warning that it was an xbox error, only to be treated like garbage by support and the manager refused to continue to talk to me and hung up on me. Where I work if I were to do that as a manager (which I am) I would get fired and my company would be comping
the customer like crazy so the bad news didn't become viral and people swap to a competitor service. When I asked to talk to the supervisors supervisor he told me that was an impossability and to call back and wait on hold to talk to a different supervisor
(does your phone system not have a transfer system?).

So to end my rant, someone please call me to fix this or I will be posting my conversations on youtube and then contacting the BBB (you know, those guys who take complaints seriously when you don't get what you pay for). By making your device cloud based
(which is a great idea) you also open yourself up to this kind of potential refund issue since none of the stuff xbox tells you to signup for is accessable without signing into your account.

Please escalate this and have someone call me at the number listed on my account with what you are going to do to resolve the issue at hand. After you listen to the recordings I'm pretty sure you don't want them going viral on youtube and being posted on
an official Microsoft forum that Microsoft owns. That would means the service manager at Microsoft (great guy, used to do some outsourcing work with their ISP back when you could get 300$ off your system for signing up with MSN) gets ahold of whoever runs
the customer service department and asks to listen to the recordings for himself.

Thank you for your time.

:)

 

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Customer Support Issues

I have had nothing but problems with the support I've been provided and it's infuriating the way they're handling/mishandling people's issues. I've worked in the customer service and technical support industry for 13 years. I have never seen such poor service
from such a renowned company. I have been a loyal customer for the past 12 years and want to contribute to the company by pointing out a major weakness. The chat support is a nightmare and policies are not in place to help a representative reassure the customer
that "Hey, we've got your back". I wanted to start this thread for anyone who has experienced poor service and feels defeated in what seems like a never ending battle. All we want to do is enjoy their products and we can't.

 

Directly from the Xbox Live Terms of Use:

 

I acknowledge that I paid for a service and did not get said service. Can you please also list the policy where it talks about your customer service staff hanging up on it's customers? I'll gladly post the calls for you.

 

Quoted also from the ToU:

YOU UNDERSTAND THAT USE OF THE SERVICES IS AT YOUR OWN RISK AND THAT WE PROVIDE THE SERVICES ON AN “AS IS” BASIS “WITH ALL FAULTS” AND “AS AVAILABLE.” MICROSOFT DOESN'T GUARANTEE THE ACCURACY OR TIMELINESS OF INFORMATION AVAILABLE FROM THE SERVICES.

 

How did what you say have anything to do with customer support supervisors hanging up on me when I had an issue? I couldn't use the service at my own risk because the service was down and xbox didn't tell me the service was down. I paid out of pocket to
call support, a number that xbox also did not provide so I found it online and was not routed to a line where I knew there was a problem.

The first rep hung up on me.

The second rep got me to a supervisor but the supervisor didn't want to talk to me and hung up on me. Did anyone bother listening to the calls? I'll take this up with Microsoft if the xbox team does not wish to continue. Also, your TOS has flaws. I can
click agree to anything you want like say cutting my foot off, but then the government says you can't do that, so ya know...

Quoting the same info over and over isn't resolving my issue. Please post all the ToS agreements I have clicked yes to for every game and service I have signed up for thanks to your advertisements so I can start quoting some back to you. Are you guys robots
there are real humans?

 

So the XBL Service was having some issues for 2 hours, and your sitting here writing a book about phone call recordings and reporting all of this to the BBB. It sounds to me like you need to spend a little time outside or do something productive during downtimes
instead of writing books filled with negativity and complaining over some downtime on an online server.