POOR Customer Service! Supports Right hand has no Idea what its Left hand is doing!

Last week i bought 2 new games for my Xbox one (Call of Duty and Walking Dead). When I had some time to sit down and play, to my surprise my disc drive would no longer read any discs. I then contacted support through the chat option. Linda was very pleasant
and after going through some troubleshooting she said I needed to send my console in for repair. She sent me a shipping label and I packed up my box and shipped it out the next day. So the next couple of days I did some research and found out that this is
not an uncommon occurrence and many people have had the option of a console exchange. So I contacted customer support again via chat and spoke with Greg C who stated that I should have been offered an exchange by Linda. He told me he was a fellow gamer and
he understood how frustrating it can be having 2 new games and time to play but no console. He said he would change my repair to an exchange and since I already sent my console in for repair that
"You should be getting the console within the week, a little bit longer compared to the 3-5 days of Advanced exchange" - I was happy thinking I'd only be without my box for about a week. Now, me being a person who believes what people tell me, but always
wants to verify what I've been told decided to contact support again. This time I spoke with "Hesh". I asked Hesh to read the transcripts from yesterday when I spoke with Greg, and I was wanting to verify, I will be receiving a replacement console within
the next week. Hesh seemed lost and couldn't understand what I was asking. I told her about everything and she began to argue with me about the conversation I had with Greg yesterday. She started twisting the conversation and said Greg was just going to expedite
my repair not sent me a replacement console. I was on chat with Hesh for almost 2 hours and near the end she said "what Greg told you is not right, that part of the conversation makes you feel that you would receive a replacement but the real thing is
you won't receive a new one but the repaired console that you have" and that it may take up to 21 days for them to fix it. Why is it that every time I contact support I get something different. The new person is blaming the last for either saying something
they shouldn't or not saying what they should have. All I wanted was to play my new game and to play Halo when it comes out tomorrow. Now I have to wait 3 weeks........ This SUX. I just finished my degree and had some extra time on my hands thinking I could
catch up on some much needed Xbox, but I guess not. I have been a trusted XBOX consumer for over 10 years and this is how I get treated... No wonder playstation is doing so well. Maybe next time I need to consider another console before I buy Microsoft!

:)

 

WTF IS THIS MICROSOFT??

The left hand never knows what the right is doing.

 

Right hand doesn't know what the left hand is doing

So, you wanted to change to a single gold plan for one account, but decided not to because they discontinued the service you don't want anyway? That's like not buying a single bottle of gatorade because they don't offer the 4 pack anymore, even though you
don't want the 4 pack anyway.

Anyways, it doesn't seem like you have an issue with your account, so you're better of posting this in the feedback forum:

forums.xbox.com/.../2602.aspx

 

Sounds exactly like what I'm dealing with:

forums.xbox.com/.../1863134.aspx

You would think someone who monitors these forums would have some sort of rebuttal for us on why the service we are receiving is so bad, but I guess it is easier for them to just pretend like the problem doesn't exist.

 

All the support reps do is sit on this website and when you tell them what is going on, they go through the same troubleshooting steps available to us and none of them actually KNOW anything about the system besides what that troubleshooting tells them,
so what help are they? I've given up on Xbox Support and have now put my efforts into asking around on other forums with actual people, not robots.

 

Sorry for this experience. I can confirm that if you don't allow them to use a credit card to place a hold it takes at least 21 days or longer.

My Xbox was shipped on 10/20. Received on 10/23 and it took until 11/1 before the email was sent that the replacement was sent. The replacement however wasn't shipped until 11/6 and has yet to arrive...

 

I was never offered the advanced exchange by "Linda" and when I called and spoke with "Greg" he told me since I already sent my console in he would switch it over and I was never asked to use a credit card - I would have done it - if I was offered that
option. Now I'm in limbo for 3 weeks with Call of duty, Walking dead, and Halo still in their plastic waiting to be played. No wonder so many people are leaving xbox for playstation - I guess I may be next.

 

Customer service ABSOLUTELY STINKS. Here is my current nightmare:

I am in a customer service nightmare with Xbox. My day one console needs to be sent in for repair. When I called xbox I was informed my credit card was being declined for some reason so I could not do an advanced exchange. I provided three additional credit
cards and was informed all of the cards were declined.

This lead me to believe my account had been locked for security reasons. After 2 hours of phone calls I finally convinced an xbox representative to review my account further.

Since that time I have not been able to get anyone to fix my issue. I have spoken with over 6 reps who all either say "we are working on the problem" or "the issue is corrected and now it is a problem with your credit card"

I have spent about 8 hours on the phone and the chat system trying to get my console repaired. My warranty expires in a few weeks and I just don't want any further complications getting my console fixed.

I contacted American Express and they told me there is no issue with my card and even provided a phone number so microsoft can call and get a verbal authorization. Microsoft declined to use this option.

Does anyone have any suggestions what to do next? I'm at my wits end explaining my problem over and over again every time I call microsoft.

 

While not ideal, doing the exchange without a credit card is an option OR doing an exchange in the retail store of purchase depending upon how long ago you made the purchase.

Expect at least 21 days from the date you drop off the shipment until the delivery date.

 

One thing I think we ALL can agree on is how XBOX customer service sucks! What ever happened to making the customer happy. I guess with the globalization of the entertainment industry an attitude of

"who cares about the few insignificant misfortunate customers" This is going to be their downfall. I received an email today from xbox stating:

"This email is to inform you that we have received your console at our service center. You don't need to take any further action.

We will process your service request and send you a replacement console as soon as possible."

The wording of this email makes one think they are sending me a replacement console! Hooray I thought then I read the rest of the email saying:

"You can check your repair order status at any time. Here's how:

1. Go to https://myservice.xbox.com and sign in using your Microsoft account credentials.

2. Select Check the status of a service order, and then select the order with SR number xxxxxxxxxx.

3. Note the status and other details about your service order.

Thank you."

When you follow the instructions it says repair of my unit - go figure - All I can say is MICROSOFT SUCKS! So the waiting game continues!

 

I didn't get my console back as well as many others. I've gathered that it's a refurbished replacement.....

 

Remember if you are unhappy with how you are treated you can always use your right to return a faulty item back to where you bought it from.

 

I've been going through the same thing. Sent in my console late October, got an email saying the system was shipped Nov 6th and after lies/excuses from xbox support, my system will be here late next week. Almost a full month later

 

Microsoft Sucks - Customer service is the worst I have ever had. Have to stop using their products because that is the only way things will change. I don't know about Apples customer support but I rather pay more money for better service period.

 

Hey there THEthreeHARDOS!

If you have a support related question, please create a new thread. This way you can receive support specifically tailored to you. Be sure to include the details of the issue. Thanks in advance!