Poor customer support....yet agin!

Here is a transcript of yet another poor attempt at customer support. I was charged for an xbox 3 days after the xbox was received by Microsoft and incompetence ensues....enjoy and beware!




Angeline B.

Microsoft Answer Tech

End chat

Angeline B.

Hi, thanks for visiting Xbox Support! I'm Angeline B.. 12:12 am

Me

hello 12:12 am

Angeline B.

How are you doing today? 12:12 am

Me

ok 12:12 am

Angeline B.

Glad to know you're doing great today. 12:12 am

Angeline B.

How can I assist you today?

12:13 am

Me

I was charged a $400 charge for the advanced replacement xbox sent to me in spite of shipping back the console. I contacted support 5 days ago and provided proof via e-mail of the returned console (tracking number) and was told to expect a response in 48
hours but never received anything. I e-mailed back this AM with no response... by service number is ************** 12:15 am

Angeline B.

we don't want you to experience this inconvenience. No worries, I'm here to help you with this. 12:16 am

Angeline B.

Is it alright if I address you with your first name? 12:16 am

Me

yes 12:16 am

Angeline B.

Thanks Robert. Please allow me to have a moment here while I review your account. 12:17 am

Angeline B.

As for clarification Robert, you already shipped back the console and yet you have charged $400 for that. Am I correct? 12:20 am

Me

that is correct....I e-mailed a photo of the tracking number as well as the fedex website printout showing delivery to the warehouse in Texas to the last person I chatted with 5 days ago 12:21 am

Me

the console was received on 12/06/2016 and I was charged the $400 on 12/09/2016

12:22 am

Angeline B.

Please allow me to check on this Robert. 12:22 am

Me

*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** 12:23 am

Me

that is the e-mail i was told to reply to 12:23 am

Angeline B.

Thank you for that information. I was able to check your past contact with us. May you please try to provide the tracking number when you shipped your console back to our Service Center? 12:29 am

MeFed Ex

9612136840895771279270 12:31 am

Angeline B.

Thank you for that information, Robert. I will be needing another moment to check this for you. By the way, I was able to get the Tracking number on December 02,2016 when you shipped out your console back to our Service Center. 12:31 am

Angeline B.

Thank you for patiently waiting, Robert. I have successfully reviewed your transaction here on my end. I found out here that you sent your faulty console on our Service Center last November 7 2016, and you received the replacement console November 10 2016.

Me

yet I was charged $400 on 12/09/201

12:42 am

Angeline B.

I also checked here the email sent by our Service Center saying that the credit card will not be charged and the hold will be removed provided that you return your original, qualified device with serial number within 14 days of the day that you receive the
replacement device. Since you shipped the device last December 6 2016, it exceeded the 14 days. 12:42 am

Me

this should be pretty simple yet I continue to spend hours dealing with customer servoce 12:42 am

Me

are you telling me that you are keeping the console and charging me $400 because it exceeded 14 days? 12:43 am

Me

I happened to be out of town when the console arrived at my house 12:43 am

Me

I am losing patience with this process at this point....now you have have my $400 and the console you are are charging me for, plus I have spent absurd amounts of time trying to resolve the constant problems I am having after paying for a warranty. This
is truly subpar customer service....after the last few months of difficulty, I am relatively certain that I do not want to spend another cent on Microsoft products ever again in my life.... I am so disappointed 12:48 am

Angeline B.

I sincerely apologize for this, Robert. But as what the email sent by our Service Center, the console must be shipped back 14 days of the day that you received the replacement device. As I calculated, you received the device November 10 2016, so the device
must be sent before November 24 2016 to avoid the credit card being charged. 12:49 am

Me

are you really telling me that I am not getting my money back? 12:50 am

Me

did you happen to calculate the fact that every post office in existence was closed during the thanksgiving holiday? 12:51 am

Angeline B.

I am with you here, Robert. Trust me, I will feel the same way or even worse if I am on your place. Again, I do apologize for any inconveniences that this might have caused you. As much as I wanted to provide you further information regarding on this one,
however we agents do not the special access for that matter. 12:51 am

Me

escalate this please....immediately 12:52 am

Me

I need a supervisor 12:52 am

Angeline B.

Just a heads up, I can provide you my supervisor but you will be provided with the same information that I've provided you today, Robert. 12:53 am

Me

I don't care....this is unacceptable...you are charging me for an item that is in your warehouse....escalate this immediately 12:54 am

Angeline B.

I understand. For a moment while I relay these information. 12:54 am

Angeline B.

Hi Robert. This is Raphael, Angeline's supervisor. I hope you're doing despite of issues that you are having right now. 12:57 am

Angeline B.

Just to clarify things, you do have a concern on a charge ( Holding Fee ) regarding on your recent Service Request for your console, is that right? 12:57 am

Me

correct 12:59 am

Angeline B.

I see. Thank you for that information. As I checked it here, it seems that you are already over 14 days that you have sent the console back to our Service Center. On this one, since the Service Center detects that its over 14 days, which should be before
November 24, 2016, a specific charge will be tied on your credit card. On your case, that will be the Holding Fee of your Xbox One console. 1:02 am

Me

I understand that....however both due to a holiday and the fact that work had me located out of the area for a period of time, return shipping was delayed a few days.... the product was delivered to your warehouse and I was charged 3 days later....so now
you have both the console and a payment for that....what do you propose to solve this problem? 1:04 am

Angeline B.

I totally understand where you are coming from, Robert. Trust me, I will feel the same way or even worse if I am on your place. Again, I personally do apologize for any inconveniences that this might have caused you. However, since this is the processed
stated by our Service Center, we, on our end, needs to follow their processes. I hope you understand. The best option that I can provide you here is to raise this to their end to have it checked on your case. But this do not guarantee that this will be granted
a refund right away. 1:08 am

Me

I don't understand....are you telling me that you have no ability (after taking 1 hour of my time) to provide me with any resolution to this most ridiculous charge....please give me the name, phone number and e-mail of the individual/department that has
the ability to correct this obviously unjust charge to my account 1:10 am

Angeline B.

I am with you here, Robert. Trust me, if there's any option available on your case today, me and Angeline would've provided that to you right away. Again, I am sorry and I hope you understand that we do follow procedures when it comes on this process. 1:12
am

Me

I don't believe you are with me, simply because you have offered zero resolution possibilities...again, I ask you for the name/numer and e-mail of the individual with the authority and ability to solve this absurd charge problem 1:13 am

Me

I will receive a refund for the product that you charged me for that IS IN YOUR POSSESSION....this can be done the right way through you or your supervisor tonight or it can be as a result of me posting relentlessly on every microsoft message board available
and calling every day and berating every customer service representative that I can get on the phone....I believe it is both the right thing to do and common sense to give me my money back for the console that WAS RETURNED TO YOU.... please escalate this request
to whomever you need to achieve a resolution 1:17 am

Angeline B.

I got you here, Robert. Upon checking further my resources here, I can send a ticket request for your Advanced Exchange charge. But just a heads up, this will be reviewed and investigated first. But no worries, I will have your case documented here on my
end so that they will just check the notes regarding on this matter. By the way, they don't have any contact details / direct contact details when it comes on this issue. 1:17 am

Me

so you are trying to tell me that my issue may be resolved by some unknown, unnamed person somewhere deep within the microsoft support center....but you can't tell me who? Don't worry, I have screens hotted every part of this message and it will be posted
to every message board I can find, so maybe the right person who can solve this problem will find me. 1:19 am

Angeline B.

This will be checked by Higher Department and we are not allowed to disclose any information / details regarding on this matter. Trust me, this is our best shot regarding on your refund request, creating a ticket to them. 1:21 am

Me

So, just to be clear.....your company position is that you get to keep the console AND charge me $400 for the same console....just so everyone knows where we are at here? 1:21 am

Me

Give me a number to call to address my issue 1:21 am

Angeline B.

No, Robert. For the charge of $400 plus tax, that will be the violation when the customer didn't send the console back to our Service Center. What we will do here is to create a ticket to request to reverse the charge, Advance Exchange, on your account.
If you are more comfortable on contacting us via the phone, I do have their contact details and availability : 1:23 am

###p

United States ###a href="tel:18004699269" target="_blank" rel="noopener noreferrer">1-800-469-9269 (toll-free) | L: 425-635-7180 (tolled) | L: (866)
740-9269(toll-free) Text | (425) 635-7102 (tolled) Voice 9:00 AM to 1:00 AM Eastern Standard Time Daily English 1:23 am

Angeline B.

By the way, here's your Case number of your contact today : 1366619493. This has the copy of our chat, and details of your concern today. 1:23 am

Angeline B.

I hope I didn't lose you. Are we still connected? 1:25 am

Me

still connected 1:25 am

Me

sounds like you are charging me for sending the console back......which I did...Fedex verified delivery 3 days before you charged me for the console not being sent back 1:26 am

Me

do you not see how ridiculous this is? 1:27 am

Me

wait....let me guess....you are on my side 1:27 am

Angeline B.

I understand your sentiments here, Robert. And regarding on that concern, our best option here is to create a ticket to our Higher Department to have this case checked and investigated. 1:28 am

Angeline B.

I am with you here and this is our best option, trust me. 1:28 am

Me

I thought I did that 4 days ago...when I last had this conversation 1:28 am

Me

.....BTW I can't wait to post this exchange online.....Microsoft support is a joke 1:29 am

Angeline B.

If that's your opinion / decision for that, I will totally respect that, Robert. No worries, I will not force you to do something today that you are not comfortable about. But I really want to help you here, Robert. 1:30 am

Me

If you wanted to help me....you would acknowledge that the console I am being charged for was in fact returned over a week ago and you would refund me the money charge for that console since IT WAS RETURNED 1:31 am

Angeline B.

Yes, that's right and that's what I see on your case today. That's why I am giving you the option to let me create a ticket and have it forwarded to our Higher Department for a possible refund. Since we do not have any access or tool to process this right
away. I hope you understand. 1:32 am

Me

How many higher to I have to go through to not be charged for what I don't have....connect me to whomever can fix this now.....and no....I don't understand your pathetic attempt at customer service 1:33 am

MeKeep in mind...I started this process 5 days ago... and have since been ignored 1:34 am

Angeline B.

If there's any other contact person / support that handles this kind of support, Robert, I would've done that right away or Angeline would've provided you the information from the start of your chat. But we are the last contact person on this one. 1:34
am

Angeline B.

I'm sorry if you feel that way. But today, you have me here, I assure you that this will be checked right away. 1:35 am

Me

So the extent of your departments support is to refer me to someone else who can support me.? All the while not providing any guarantee of resolution? 1:35 am

Angeline B.

I cannot promise that this will be granted right away since I believe they do have the correct procedure on this kind of case. What I can do about this is to follow their requirements before sending this ticket to them. And those requirements are some of
your information and the pictures / files that you have sent. 1:37 am

Me

I sent those 5 days ago (pictures & files)....what else do you want?....come up with something or I will be calling my credit card to dispute the charge.... American Express will cancel it in a heartbeat 1:39 am

Angeline B.

I will be needing your : Full Name Contact Number E-mail address Complete Address including City, State, and Zip code 1:40 am

Me

Seriously? You don't have that from reviewing me file? 1:41 am

Me

I'm calling my credit card...this is just taking too much of my time and going nowhere! 1:42 am

Angeline B.

That is just to verify the information here on my end. 1:42 am

Me

For what purpose? 1:42 am

Angeline B.

For us to verify if we are in the right account for the ticket that we are going to provide. 1:43 am

Me

so all of this conversation we have had to this point...and you don't know what account you are talking about......fine 1:45 am

I provide my info...

Angeline B.

Thank you for these information, Robert. I will be needing a moment to complete our ticket here on my end. 1:46 am

Me

Just to be clear...unless you tell me that the charge will be reversed tonight...I am calling to the credit card to claim a fraudulent charge 1:49 am

Me

you have about 10 minutes of my time left before I am completely out of patience 1:50 am

Angeline B.

Thank you for patiently waiting, Robert. I have now completed your case here on my end. By the way, the case number will be the same : xxxxxxxxxxxx. Regarding on your question, I do not guarantee that this will be refunded right away since this needs to
be investigated first. But if you are more comfortable on contacting your credit card company, I will respect that. 1:52 am

Me

I will do that 1:52 am

Angeline B.

Sure thing, Robert. I believe that I have provided you enough information today, would there be anything else that I can help you with? 1:53 am

Me

you have not been helpful at all 1:53 am

Angeline B.

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 "End chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day! 1:53 am

Angeline B.

Your Xbox Support agent Angeline B. has ended your chat session. Thanks for visiting Xbox Support. 1:56 am

SystemChat has ended. 1:56 am

:)

 

poor customer support...yet again!

Wait but did you send they get it after the 14 days

If you did not make sure it got there within the 14 days not before not after then i dont see the problem

They are right in charging you unless i read wrong

 

poor customer support...yet again!

Hello Da Bullfrog, I have no affiliation with Microsoft so I can't add anything to your tale of woe, but having read your exhaustive transcript, I'd like to point out that you gave a FedEx tracking number and this may or may not contain personal details
which could be traceable online. For example, when awaiting a game from Hong Kong, which was sent via FedEx, I couldn't access the site's tracking data, so I did a search and found you could track live data independent of FedEx.

Will be very interesting to see whether moderators do in fact moderate these forums, and how long this topic will remain at large.

 

So you had 14 days. The post office is closed 1 day. And you decide to not return the console?

Sorry but you are the one at fault here. Microsoft owes you NOTHING let alone $400.

Damn entitled gamers. -1

 

I am entitled to nothing? Not even the console I paid for?....sounds like you are auditioning for a job at Microsoft....

 

I'm with OP here, one thing that they charge after expxired date, but when return console arrives - that charge should be removed in an instant.

 

All I can say is hopefully the escalation to higher ups resolve the issue and refund you. The call centre chat support followed procedure and props to them in my opinion for handling this type of situation.

 

The main lesson here is that when you request a replacement console, you can't dilly-dally around with your current, faulty one in your house. It needs to be shipped back to Microsoft promptly, as soon as they tell you to do so. If you wait too long, you're
pretty much setting yourself up for problems, what with being charged full-price for a brand new console and sparring back and forth with customer support to get your money back.

They give you 14 days to account for the shipping duration of your faulty console, and they keep your credit card on file in case you decide to not ship back your old console. That was the policy, and that was the deal.

Your case is apparently being handled and investigated to reverse the charge since you did end up sending the console back, so you'll just have the wait for a response and/or periodically check your credit card statements to see if they reversed that charge
yet. Don't be mad at the representative, she's just doing her job by the books.