poor Customer service

Recently I Purchased a Microsoft points card from a local retailer, I came back to my computer and tried to credit my account. after entering the verifying code in the back I was confirmed the code was correct then turned and shredded the card. after I clicked
the next screen expecting to finalize my actions and start downloading a sweet new game. however the next screen denied my card due to a problem with the region. I contacts Microsoft help line and was told I need the card nu,ber to confirm this action. I explained
my situation and was told that I could not be helped.

I asked if they could track my actions on the website (Because seriously what good are cookies if they are not tracking your every action on the website) and was told that they could not. I told the support person that this would be they only way to confirm
what I did logically; they proceeded to circle their explanation that i needed the card, that it wasn't their fault that I needed the card that without the card they could not help me.

I Explained to them that I have been a long time user of Microsoft and My Xbox gold account had been in use for several years now, and I have never had a problem in the past with the cards and that I feel that the course of good customer service would be to
help rectify the issue. I received a lot more I cants and we don't

after further discussion I was told that sometimes Microsoft sends out other regions cards so that those who change their region can use these cards.

implying that they condone not using your true region.(which I found interesting) probably going to go home and change that now, get me some HULU or somthing.

I feel like Microsoft, displayed dreadful customer service they in no way made me feel valued as a customer or that my long term dedication to their product was appreciated. They were happy to take my money fro the card then when I had an issue with it chose
to hide behind policy and minimal action for me as a customer.

below is a transcript of the conversation:

info: at 16:26:20

Please wait for an agent to respond.

The current average wait time is 0minutes.

Thank you for your patience.

info: at 16:26:21

Privacy Statement

You are now chatting with 'Gene'.

allister: at 16:26:33

good day

allister: at 16:27:00

Gene?

Gene: at 16:27:06

Hi Allister! Thank you for contacting Xbox Chat Support. My name is Gene. Please give me a minute to review your concern.

Gene: at 16:28:14

Thank you for patiently waiting. I hope that you're doing fine Allister. Just to confirm, you accidentally shredded the code that you just redeemed and you want a copy of the code, is that right?

allister: at 16:28:25

Yes

Gene: at 16:28:48

I see, was it a prepaid code?

allister: at 16:28:55

yes,

Gene: at 16:30:10

Okay, for this issue, I'm afraid that we won't be able to retrieve the code that you just redeemed because since it was a prepaid code, we won't have a copy of it anymore.

Gene: at 16:30:22

Have you tried checking your receipt though?

allister: at 16:30:25

there must be some record of my actions in the system.

allister: at 16:30:45

no the scratch off code was compiled of numbers and letters

Gene: at 16:32:06

There is a record that you redeemed a code Allister, it's just that, we don't have a copy of the code that you redeemed, the system doesn't allow us to view what was redeemed though.

allister: at 16:32:26

can I get a 50$ credit put towards my account

allister: at 16:32:49

the record should also tell you that it was a confirmed code and that i did not recieve the credits

allister: at 16:33:38

I understand my part in the situation, destroying the card but the website confirmed it then after teh fact denied me.

allister: at 16:33:44

*the

Gene: at 16:34:10

I see, can I have your email and gamertag to pull up your account?

allister: at 16:34:31

_________________________

allister: at 16:35:21

I have been a Gold member for several years now without incident. I would really appreciate if microsoft could go above and beyond in customer service on this issue.

Gene: at 16:35:47

Let me see what I can do Allister. Kindly hang on for a minute while I pull up your account.

Gene: at 16:37:46

Thank you for patiently waiting Allister.

Gene: at 16:38:40

Upon checking here, there weren't any redeemed PPC's on your account Allister.

Gene: at 16:39:06

We would really need the code for this issue to check if it was redeemed on the right account.

allister: at 16:39:50

no it was denied after the fact, the message i got a verification of the correct code then was told that the code was not designated to my region.

Gene: at 16:40:50

I see, let me further check that for you, just a minute please.

allister: at 16:41:02

so I got confirmation that it was the correct code inputted, but i clicked the next screen and was told it could not be applied because of a problem with the region

Gene: at 16:43:41

I checked further and there really isn't a code that was redeemed. I can only see the 37.50 CAD on your account.

Gene: at 16:43:54

So the code wasn't really redeemed.

Gene: at 16:44:33

If that's the case, it could be that the currency code that you purchased was in dollars and not in Canadian dollars.

allister: at 16:45:15

well the first screen confirmed the number so under the assumption that the code was redeemed i turned around and sent the card through my shredder. then I clicked the next button and was told there was an issue with the region and it would nopt go through

allister: at 16:45:42

there must be a trail that the action was denied do to region problems

Gene: at 16:46:50

I'm sorry but there isn't Allister. Also, for this issue, even if you still have the card, you need to return it to the retailer so that they can replace it to you.

allister: at 16:47:02

i dont know what the issue was i have never had an issue, I have been a loyal Xbox gold member since 2011 and have never had a problem. I got this stupid card for a gift and just tried to redeem it and now I am talking with you in hopes that Microsoft
would help a long time customer

Gene: at 16:47:15

Since it was purchased from the retailer, they are the ones responsible for the code.

allister: at 16:47:18

I DESTROYED THE CARD IN A SHREDDER

allister: at 16:48:02

Great so your saying after 4 years of loyal service, over $50 that Microsoft will not go above and beyond in customer service.

allister: at 16:51:08

Like I stated before, I understand the foolishness of destroying the card so quickly butA

Gene: at 16:51:21

I know Allister, but for these kinds of issues, our hands are tied too. We just follow our rules. Also, this wasn't purchased from Microsoft, so we don't have a copy of the code.

allister: at 16:51:34

but a) I have never had incident before and would not suspect to have one

allister: at 16:51:51

b) your system of verification verified then denied me a screen later

allister: at 16:52:14

I would not have destroyed the card if it would have said something in the first place

Gene: at 16:53:00

We don't keep copies of the code that was tried to redeem Allister, if there was, I would've given the code to you immediately.

allister: at 16:54:42

I understand that, but there must be a log of my actions on your system that i tried and was denied entering a code. What I am asking at this point is that for my long dedication to Microsoft that they would go above and beyond in customer service.

allister: at 16:56:19

If Microsoft is unable to provide rewarding customer service, its sad.

Gene: at 16:57:45

I'm doing my best Allister, it's just that, the system doesn't keep things like this to prevent theft.

Gene: at 16:59:00

Also, we know that you're a loyal customer it's just that, this is an issue with your retailer Allister, it wasn't purchased from us and it was a prepaid code so we have no records or anything,

Gene: at 16:59:40

If it was purchased from us, you'll usually get a code and we can track it from there.

allister: at 16:59:57

I am completely and totally underwhelmed and dissatisfied by the service of Microsoft and will think twice and warn others in the future from using the product. Over $50 Microsoft has scorned me.

Gene: at 17:02:06

I'm sorry to hear that Allister, but please do understand, we need the code for the proof so that we can search it, also it was purchased from a retail store so the responsibility falls under where you purchased it.

Gene: at 17:07:11

Are you still there Allister?

allister: at 17:07:16

Unfortunately sorry isn't enough, I the long time customer am out $50 largely in part due to your websites setup in verification. And Microsoft the Large corporation making billions per year has gained that and provided no services....*Slow Clap* Great
job!!

allister: at 17:08:06

and now you tell me there is nothing to be done, great ! i'm really unimpressed with everything Microsoft.

allister: at 17:09:23

guess the only action for me is to do my thing as a poorly treated customer, rant and rave across the web and through your chain of command, thanks Gene for not helping me but informing me there is nothing you can do. you as a person are great !

Gene: at 17:10:07

It really isn't our fault that you shredded the code Allister. So as much as we want to help you, we can't do anything on our end. If you did have the code, you can then return it to the retailer.

allister: at 17:12:14

as I stated before, your misleading screen confirmed the number, I then destroyed the card, then clicked the next button and was informed after a first confirmation that the payment could not be applied due to a region error

allister: at 17:15:26

i strongly feel that ther must be a way to find my actions on your website,

allister: at 17:15:55

you Gene might not be able to but I imagine there is a series of actions that verifies my story.

Gene: at 17:16:03

You shouldn't have destroy the card, the code is very important, not unless you have confirmed and completed the whole transaction.

allister: at 17:16:16

it did confirm

Gene: at 17:16:37

Did you finish the whole transaction though?

allister: at 17:17:00

the webpage led me to believe i did.

Gene: at 17:17:45

As I mentioned earlier, we don't have a way to keep track of every code that was being redeemed, if there was, it won't lead to this conversation.

allister: at 17:19:20

i understand you cant give me the code what i was asking for was a record of my actions entering the code , it being confirmed as correctly entered and then it being deied do to region error. the actions of those screens popping up should be held in record
somewhere

allister: at 17:19:51

other wise would wouldn't people just brute force hack the system by entering codes until they have a working code.

allister: at 17:20:52

it would be a simple program, you have more or less confirmed that your system doesn't prevent this, unless it does and you can access a record of actions.

Gene: at 17:21:20

Look Allister, I really want to help you out, I sincerely do. But this really is out of our scope of support anymore, we don't have a way to override the system and get the code or check what happened on every account.

Gene: at 17:22:41

The reason why we need the code on our end is so that we can check it's status. Once we do have the code, we can check who redeemed it, when it was redeemed and what the content was, so without that code, we can't track it.

Gene: at 17:23:54

That's where we check the history or the validity of the code.

allister: at 17:24:38

i have realized that a long time ago, and have been looking for a logical step progression, If you can confirm my actions on the website of entering a card, the card being entered being correct, and the denial based on region. you would know I had a card
(regardless of its number, and entered it and was denied.

Gene: at 17:26:24

We can't confirm that unless we have the code though.

allister: at 17:26:46

you cant confirm that I clicked on something ion the website

allister: at 17:27:04

you cant confirm that I filled out a code are within the website

Gene: at 17:28:11

Unfortunately no. We have no way to track what every customers click or enter or search on the website.

allister: at 17:28:26

you cant confirm that my account was logged in, that I clicked on the redeem code button, a redeem code screen popped up, that I clicked in the box to redeem the code, that I entered a series of numbers/letters that the system confirmed.

allister: at 17:28:49

you in your position have no way to check or the website itself has no way of checking

Gene: at 17:29:28

I'm sorry but we can't confirm that Allister, there are so many Xbox customers and we don't keep track of everything that's happening on the website.

Gene: at 17:29:52

The system doesn't let us keep track of what every customers do.

allister: at 17:30:23

at your level or the system in general

Gene: at 17:30:47

The system in general Allister.

allister: at 17:31:56

excellent, so there is no form of customer service to be provided.

Gene: at 17:32:22

The activity of our customers are not recorded by our system because it might affect the customers privacy.

allister: at 17:32:27

well Iam glad this giant corporation can take my $50 without a second thought

Gene: at 17:33:07

This should be handled by the retailers though.

Gene: at 17:33:19

If you had the code, you could have that replaced.

allister: at 17:33:41

the retailers sold me a card it worked i had a confirmation then your website denied me the activation due to region.

Gene: at 17:34:08

But you got the wrong card Allister, it was for a different region.

allister: at 17:34:32

why would microsoft send region cards to the wrong area

Gene: at 17:36:10

There are some people who is despite where they are located change there account region to access other games, so there might be other players who use a US account even if they're located there in Canada.

allister: at 17:36:31

be all end all I'am a customer that has been wronged, I purchased a card and expected a service, I know that fact that I don't have the card makes things difficult. but if the card was sent to the wrong region VIA Microsoft then not my fault if the screen
had denied confirmation due to region first instead of confirming then denying maybe my problem

allister: at 17:36:54

so Microsoft condones the changing of regions on their consoles

allister: at 17:37:44

and they send these cards without marking them of what region they should be used for?

Gene: at 17:37:59

Yes, It's highly suggested that you should keep the region where you're located but some customers don't do that, region migration should only be done if you really are in a different region/country.

Gene: at 17:39:04

This should be the retailers responsibility Allister, we don't sort out the codes for the retailers once they have them, that should be their responsibility already.

Gene: at 17:43:30

Are you still there Allister?

allister: at 17:43:41

guess so, guess the large corporation of Microsoft can keep my money so very disappointing in the system. this is the poorest example of customer service I have encountered. Was looking for a little help and a little understanding. but it seems all that
can be done is hiding behind policy and denying any help. no problem I guess, I imagine customer service/satisfaction is not as important to Microsoft as money or adhering strictly to policy. I would think What is $50 to this large corporation, specially for
A long time customer. But what I get is "its not our fault" lines

allister: at 17:45:00

and ultimately what can I do to affect this, nothing seems they dont even have to offer me a service seems if a customer has an issue they just take the $ and say sorry not our problem your long time service was appreciated

allister: at 17:45:30

kind of a slap in the face.

Gene: at 17:46:30

We do understand Allister, and we're sorry that you feel that way, it's just that, we are on dead end here too, I tried to help but what you asked can't be done on our end.

allister: at 17:48:39

then you have done the bare minimum I feel ( not you as a person Gene, but as a company) I have worked in the service industry a long time and when a customer has a problem you go out of your way to make sure that customer is shown they have value and
they are appreciated. this is not what has transpired here today. Microsoft has failed me as a customer.

Gene: at 17:51:19

I'm really sorry Allister, I really tried to help out as much as I can on my end. I'm sorry if you don't feel valued or appreciated. We just can't give compensations. Would there be anything else that I can do for you aside from this issue?

allister: at 17:52:08

apparently no, and it seems like you feel like this is no longer worth your time to deal with. once again customer service.

Gene: at 17:53:39

I'm really sorry Allister.

Gene: at 17:53:40

If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day!

Gene: at 17:53:40

To email this chat session to yourself please click the icon above the chat window:

Gene: at 17:53:48

Bye and take care though.

info: at 17:53:51

Chat session has been ended by the agent.

system: at 17:54:04

Chat already ended

system: at 17:54:04

You are not currently in a chat session.

system: at 17:54:07

Chat already ended
TL;DR Microsoft Does not care!!!!

.

:)

 

poor customer service

Hey, ROYALBLACKJEW!

Sorry to see any frustrating experiences with our phone support. What issue are you running into specifically with your controller? If you're having disconnect issues, we suggest trying all the steps on our Xbox
One Wireless Controller disconnects or can't connect support article to help you out. It'll get you through everything we would ask you to do. If they don't help, it suggests to get a replacement controller. However, if you have multiple controllers that
aren't working on the console, we generally suggest getting your console repaired.

Let us know how that goes! We'll get to the bottom of this and get your issue sorted together.

--------------------------------------



Xbox Forums Staff



Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox Insider
Program Forums for help with Xbox Insider Program troubleshooting.

 

Poor Customer Service

XBOX Live has the worst customer service. I waited thirty minutes for a chat to be told they couldn't chat with me. What a crock.

What is the deal with XBOX live being down so often for the same freaking problem. I am going to stop purchasing digital games from MS/XBOX as it seems like every two months there is some new error that keeps me from playing the games I already bought. I
am about down with this garbage company.

 

Gene: at 16:32:06

There is a record that you redeemed a code Allister, it's just that, we don't have a copy of the code that you redeemed, the system doesn't allow us to view what was redeemed though.

allister: at 16:32:26

can I get a 50$ credit put towards my account

allister: at 16:32:49

the record should also tell you that it was a confirmed code and that i did not recieve the credits

allister: at 16:33:38

I understand my part in the situation, destroying the card but the website confirmed it then after teh fact denied me.

allister: at 16:33:44

*the

Gene: at 16:34:10

I see, can I have your email and gamertag to pull up your account?

allister: at 16:34:31

____________________

allister: at 16:35:21

I have been a Gold member for several years now without incident. I would really appreciate if microsoft could go above and beyond in customer service on this issue.

Gene: at 16:35:47

Let me see what I can do Allister. Kindly hang on for a minute while I pull up your account.

Gene: at 16:37:46

Thank you for patiently waiting Allister.

Gene: at 16:38:40

Upon checking here, there weren't any redeemed PPC's on your account Allister.

Gene: at 16:39:06

We would really need the code for this issue to check if it was redeemed on the right account.

allister: at 16:39:50

no it was denied after the fact, the message i got a verification of the correct code then was told that the code was not designated to my region.

Gene: at 16:40:50

I see, let me further check that for you, just a minute please.

allister: at 16:41:02

so I got confirmation that it was the correct code inputted, but i clicked the next screen and was told it could not be applied because of a problem with the region

Gene: at 16:43:41

I checked further and there really isn't a code that was redeemed. I can only see the 37.50 CAD on your account.

Gene: at 16:43:54

So the code wasn't really redeemed.

Gene: at 16:44:33

If that's the case, it could be that the currency code that you purchased was in dollars and not in Canadian dollars.

allister: at 16:45:15

well the first screen confirmed the number so under the assumtion that the code was redeemed i turned around and sent the card through my shredder. then I clicked the next button and was told there was an isssue with the region and it would nopt go through

allister: at 16:45:42

there must be a trail that the action was denied do to region problems

Gene: at 16:46:50

I'm sorry but there isn't Allister. Also, for this issue, even if you still have the card, you need to return it to the retailer so that they can replace it to you.

allister: at 16:47:02

i dont know what the issue was i have never had an issue, I have been a loyal Xbox gold member since 2011 and have never had a problem. I got this stupid card for a gift and just tried to redeem it and now Iam talking with you in hopes that microsoft would
help a long time customer

Gene: at 16:47:15

Since it was purchased from the retailer, they are the ones responsible for the code.

allister: at 16:47:18

I DESTROYERD THE CARD IN A SHREDDER

allister: at 16:48:02

Great so your saying after 4 years of loyal service, over $50 that Microsoft will not go above and beyond in customer service.

allister: at 16:51:08

Like I stated before, I understand the foolishness of destroying the card so quickly butA

Gene: at 16:51:21

I know Allister, but for these kinds of issues, our hands are tied too. We just follow our rules. Also, this wasn't purchased from microsoft, so we don't have a copy of the code.

allister: at 16:51:34

but a) I have never had incident before and would not suspect to have one

allister: at 16:51:51

b) your system of verification verified then denied me a screen later

allister: at 16:52:14

I would not have destroyed the cardd if it would have said somthiong in the first place

Gene: at 16:53:00

We don't keep copies of the code that was tried to redeem Allister, if there was, I would've given the code to you immediately.

allister: at 16:54:42

I understand that, but there must be a log of my actions on your system that i tried and was denied entering a code. What Iam asking at this point is that for my long dedication to microsoft that they would go above and beyond in customer service.

allister: at 16:56:19

If Microsoft is unable to provide rewarding customer service, its sad.

Gene: at 16:57:45

I'm doing my best Allister, it's just that, the system doesn't keep things like this to prevent theft.

Gene: at 16:59:00

Also, we know that you're a loyal customer it's just that, this is an issue with your retailer Allister, it wasn't purchased from us and it was a prepaid code so we have no records or anything,

Gene: at 16:59:40

If it was purchased from us, you'll usually get a code and we can track it from there.

allister: at 16:59:57

I am completely and totally underwhelmed and dissatisfied by the service of Microsoft and will think twice and warn others in the future from using the product. Over $50 Microsoft has scorned me.

Gene: at 17:02:06

I'm sorry to hear that Allister, but please do understand, we need the code for the proof so that we can search it, also it was purchased from a retail store so the responsibility falls under where you purchased it.

Gene: at 17:07:11

Are you still there Allister?

allister: at 17:07:16

Unfortunately sorry isn't enough, I the long time customer am out $50 largely in part due to your websites setup in verification. And Microsoft the Large corporation making billions per year has gained that and provided no services....*Slow Clap* Great job!!

allister: at 17:08:06

and now you tell me there is nothing to be done, great ! im really unimpressed with everything Microsoft.

allister: at 17:09:23

guess the only action for me is to do my thing as a poorly treated customer, rant and rave across the web and through your chain of command, thanks Gene for not helping me but informing me there is nothing you can do. you as a person are great !

Gene: at 17:10:07

It really isn't our fault that you shredded the code Allister. So as much as we want to help you, we can't do anything on our end. If you did have the code, you can then return it to the retailer.

allister: at 17:12:14

as I stated before, your misleading screen confirmed the number, I then destroyed the card, then clicked the next button and was informed after a first confirmation that the payment could not be applied due to a region error

allister: at 17:15:26

i strongly feel that ther must be a way to find my actions on your website,

allister: at 17:15:55

you Gene might not be able to but I imagine there is a series of actions that verifies my story.

Gene: at 17:16:03

You shouldn't have destroy the card, the code is very important, not unless you have confirmed and completed the whole transaction.

allister: at 17:16:16

it did confirm

Gene: at 17:16:37

Did you finish the whole transaction though?

allister: at 17:17:00

the webpage led me to believe i did.

Gene: at 17:17:45

As I mentioned earlier, we don't have a way to keep track of every code that was being redeemed, if there was, it won't lead to this conversation.

allister: at 17:19:20

i understand you cant give me the code what i was asking for was a record of my actions entering the code , it being confirmed as correctly entered and then it being deied do to region error. the actions of those screens popping up should be held in record
somewhere

allister: at 17:19:51

other wise would wouldnt people just brute force hack the system by entering codes untill they have a working code.

allister: at 17:20:52

it would be a simple program, you have more or less confirmed that your system doesnt prevent this, unless it does and you can acess a record of actions.

Gene: at 17:21:20

Look Allister, I really want to help you out, I sincerely do. But this really is out of our scope of support anymore, we don't have a way to override the system and get the code or check what happened on every account.

Gene: at 17:22:41

The reason why we need the code on our end is so that we can check it's status. Once we do have the code, we can check who redeemed it, when it was redeemed and what the content was, so without that code, we can't track it.

Gene: at 17:23:54

That's where we check the history or the validity of the code.

allister: at 17:24:38

i have rtealised that a long time ago, and have been looking for a logicl step progression, If you can confirm my actions on the website of entering a card, the card being entered being correct, and the deinal based on region. you would know I had a card
(regardless of its number, and entered it and was denied.

Gene: at 17:26:24

We can't confirm that unless we have the code though.

allister: at 17:26:46

you cant confirm that I clicked on somthing ion the website

allister: at 17:27:04

you cant confirm that I filled out a code are within the websiter

Gene: at 17:28:11

Unfortunately no. We have no way to track what every customers click or enter or search on the website.

allister: at 17:28:26

you cant confirm that my account was logged in, that I clicked on the redeem code button, a redeem code screen popped up, that I clicked in the box to redeem the code, that I entered a series of numbers/letters that the system confirmed.

allister: at 17:28:49

you in your position have no way to check or the website itself has no way of checking

Gene: at 17:29:28

I'm sorry but we can't confirm that Allister, there are so many xbox customers and we don't keep track of everything that's happening on the website.

Gene: at 17:29:52

The system doesn't let us keep track of what every customers do.

allister: at 17:30:23

at your level or the system in general

Gene: at 17:30:47

The system in general Allister.

allister: at 17:31:56

excellent, so there is no form of customer service to be provided.

Gene: at 17:32:22

The activity of our customers are not recorded by our system because it might affect the customers privacy.

allister: at 17:32:27

well Iam glad this giant corporation can take my $50 without a second thought

Gene: at 17:33:07

This should be handled by the retailers though.

Gene: at 17:33:19

If you had the code, you could have that replaced.

allister: at 17:33:41

the retailers sold me a card it worked i had a confirmation then your website denied me the activation due to region.

Gene: at 17:34:08

But you got the wrong card Allister, it was for a different region.

allister: at 17:34:32

why would microsoft send region cards to the wrong area

Gene: at 17:36:10

There are some people who is despite where they are located change there account region to access other games, so there might be other players who use a US account even if they're located there in Canada.

allister: at 17:36:31

be all end all iam a customer that has been wronged, I purchased a card and expected a service, I know that fact that I don't have the card makes things difficult. but if the card was sent to the wrong region VIA Microsoft then not my fault if the screen
had denied confirmation due to region first instead of confrirming then denying maybe my problem

allister: at 17:36:54

so microsoft condones the changing of regions on their consoles

allister: at 17:37:44

and they send these cards without marking them of what region they should be used for?

Gene: at 17:37:59

Yes, It's highly suggested that you should keep the region where you're located but some customers don't do that, region migration should only be done if you really are in a different region/country.

Gene: at 17:39:04

This should be the retailers responsibility Allister, we don't sort out the codes for the retailers once they have them, that should be their responsibility already.

Gene: at 17:43:30

Are you still there Allister?

allister: at 17:43:41

guess so, guess the large corporation of Microsoft can keep my money so very disappointing in the system. this is the poorest example of customer service I have encountered. Was looking for a little help and a little understanding. but it seems all that
can be done is hiding behind policy and denying any help. no problem I guess, I imagine customer sevice/satisfaction is not as important to Microsoft as money or adhering strictly to policy. I would think What is $50 to this large corporation, specially for
A long time customer. But what I get is "its not our fault" lines

allister: at 17:45:00

and ultimatly what can I do to affect this, nothing seems they dont even have to offer me a service seems if a customer has an issue they just take the $ and say sorry not our problem your long time service was appreciated

allister: at 17:45:30

kind of a slap in the face.

Gene: at 17:46:30

We do understand Allister, and we're sorry that you feel that way, it's just that, we are on dead end here too, I tried to help but what you asked can't be done on our end.

allister: at 17:48:39

then you have done the bare minimum I feel ( not you as a person Gene, but as a company) I have wroked in the service industry a long time and when a customer has a problem you go out of your way to make sure that customer is shown they have value and they
are appreciated. this is not what has transpired here today. Microsoft has failed me as a customer.

Gene: at 17:51:19

I'm really sorry Allister, I really tried to help out as much as I can on my end. I'm sorry if you don't feel valued or appreciated. We just can't give compensations. Would there be anything else that I can do for you aside from this issue?

allister: at 17:52:08

apparently no, and it seems like you feel like this is no longer worth your time to deal with. once again customer service.

Gene: at 17:53:39

I'm really sorry Allister.

Gene: at 17:53:40

If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day!

Gene: at 17:53:40

To email this chat session to yourself please click the icon above the chat window:

Gene: at 17:53:48

Bye and take care though.

info: at 17:53:51

Chat session has been ended by the agent.

system: at 17:54:04

Chat already ended

system: at 17:54:04

You are not currently in a chat session.

system: at 17:54:07

Chat already ended

 

Sorry to hear that you're upset. However, the person from support is correct that they cannot help you. Sometimes people will accidentally purchase a code from an out of region area. In those cases support may provide a new code but they need the information
from the original card to prove ownership. Without the card itself they can do nothing.

As for the region, if your gamertag is set for a different region than you live in then I would certainly recommend moving it back. Not only will you find issues with adding currency or membership but some games or content cannot be downloaded to your account
due to region issues.

 

Onyx is correct you just cant see the balancr in the account due to the fact you bouvht the wrong regional code

You can always see it at commerce.microsoft.com

If you bought uk points because it was cheaper but you actually live in nether lands the points would only be usable in uk accounts which means you would have to migrate to thst region

Or you have an uk account and bought your local currency like russian points like onyx. Said you will have issues biying content you would have to match your actual region

 

Illuminotme isn't saying that his console is set to a foreign region, he's just observing that it's possible to purchase credit for other regions while in his own country.

Illuminotme - how did you pay for the $50 card? did you use a credit or debit card? if you can prove that you purchased the card, and also prove that you couldn't use the card - then perhaps your local store might be more helpful?

Alternatively - if you used your credit card, you might be able to claim insurance on an unprovided service?

 

He used the wrong code on the wrong regional account

He has it the difference is he purchased the card from an region that doesnt match his account so if he has a uk account but bought neitherlands points it wont work

His errpr is he bought the wrong regional points

Its in his account his account his to match his currench

People buy different points due to cheaper taxes or they use uk region but dont have access to it so they buy locAl points which wont woek

Ms gift cards are region locked

 

Level 1

Posted Tue, May 26 2015 8:18 PM

Recently I Purchased a Microsoft points card from a local retailer, I came back to my computer and tried to credit my account. after entering the verifying code in the back I was confirmed the code was correct then turned and shredded the card. after I clicked
the next screen expecting to finalize my actions and start downloading a sweet new game. however the next screen denied my card due to a problem with the region. I contacts Microsoft help line and was told I need the card nu,ber to confirm this action. I explained
my situation and was told that I could not be helped.

I asked if they could track my actions on the website (Because seriously what good are cookies if they are not tracking your every action on the website) and was told that they could not. I told the support person that this would be they only way to confirm
what I did logically; they proceeded to circle their explanation that i needed the card, that it wasn't their fault that I needed the card that without the card they could not help me.

I Explained to them that I have been a long time user of Microsoft and My Xbox gold account had been in use for several years now, and I have never had a problem in the past with the cards and that I feel that the course of good customer service would be
to help rectify the issue. I received a lot more I cants and we don't

after further discussion I was told that sometimes Microsoft sends out other regions cards so that those who change their region can use these cards.

implying that they condone not using your true region.(which I found interesting) probably going to go home and change that now, get me some HULU or somthing.

I feel like Microsoft, displayed dreadful customer service they in no way made me feel valued as a customer or that my long term dedication to their product was appreciated. They were happy to take my money fro the card then when I had an issue with it chose
to hide behind policy and minimal action for me as a customer.

below is a transcript of the conversation:

 

@op your issue is you bought the srong regionL code

They only send an one off code if yyou lurchase out of region code that doesnt match your account region

They dont havd Ny records of the Actual code itself as they are unique and would be a privacy violation if they read the code

They only give an exchange with. Photo of the card that is with any console and only one time as a one off

Your balanace is there however you csnt use it until like onyx said you match the balance with ykur account region

But you may encounter issues with downloading content

This is why you dont buy out of region codes or set your account region to something you arent actually in

 

They would only replace the code with the same region as your account region eith. Verified billing address

The out of region balance would be removed