Pre-Order Never Shipped

I was emailed an offer from Microsoft to pre-order Halo: Master Chief Collection through the Microsoft Store. That offer expressly stated, in relevant part:

"...you can pre-order your Xbox One or Xbox 360 games through Microsoftstore.com and earn 15,000 Rewards Credits for each pre-orderable game ... You’ll not only get an extra pre-order bonus as an Xbox Live Rewards member, you’ll also receive exclusive
content on both Sunset Overdrive and Halo: Master Chief Collection by ordering through the Microsoft Store. Still not convinced? We’ll throw in free shipping and have your game arrive on the day it releases.... Don’t wait; this offer is only
available through Xbox Live Rewards and Microsoftstore.com. Order now to guarantee FREE release day delivery!"

Not only was I to obtain 15,000 Rewards Credits (a $15 value on my XBox Live account), but the game was guaranteed to be delivered the same day it was released - November 11, 2014. Now 1 week later, the game
has never shipped, is still shown as being "In Process", and Microsoft Support has completely and utterly failed to provide any assistance or resolution. I am hoping that this post gets someone's attention...
Between November 11 and today, November 17, I have called the Microsoft Store perhaps 7 or 8 times. Most of these were simply calling back after being disconnected or transferred to dead lines by support representatives. I even attempted a live chat with
a representative on November 15 which similarly produced no results, and even ended with the representative abandoning the conversation without notice or resolution. I have been told 3 different times that my matter would be escalated to the Level 3 Escalation
Team for resolution, and that I would receive a call back within 48 hours. No call has ever been received...
I have tried contacting XBox Live to see if I could simply download the game and receive a credit on the purchase. However, there is apparently no communication or relay between the Microsoft Store and XBox Support - the representative could not even see
my purchase. In trying to get a conference call set up between the two departments, XBox Live Support has twice disconnected me without any call back or followup.
The only option I have been given to date is to cancel my shipment and request a refund, and then purchase the game new through XBox Live. Were I to do that, however, I would lose all of the pre-order bonuses and benefits which pushed me to place the order
in the first place. Cancelling the pre-order game is simply not an option. I have now exhausted hours upon hours to no end, receiving no support, no resolution, and no answers.

:)

 

pre order question

Before switching to Best Buy as my gaming source, I used to always pre-order from Amazon.

I never had Prime, and always got the game on the release date with the free shipping option. Never a day later.

Just make sure you pre-order it 5 days before release so they can ship it early in order to get to you on time.

 

Buying on microsoft.com

I bought player unknowns yesterday as a pre order and it said it only online but i never recieved it then i check my email and it said it was being shipped but I never received either but it says it was shipped to my house but I don't have it online or offline

 

Hi Jewdy - I'm sorry to hear about this issue for you, and I can identify with a frustrating ordering/shipping experience. I personally can't do much on this side, however, I can give you what should be the phone number directly to the Escalation team which
handles the Tier 2/Tier 3 support requests.

You will need the REFERENCE # from the call where you first were able to speak to someone to get the issue entered into the system. The number is 866–506–3826.

If that doesn't work, for some reason, you can also try 1-888-236-0927, though I have no personal experience with that particular number.

Hopefully one of those can get you in touch with someone who will at least know what is going on with this issue! Let me know!

 

(1) The first number you provided, 866–506–3826, goes directly to an automated response redirecting all calls to the general number (1-800-469-9269)

(2) The second number you provided, 888-236-0927, is a dead line.

 

Well, that sucks. The first number worked as recently as 4 months ago and has been around since at least 2008... they must have shut it down.

Did you try pressing 0 at any point during the automated message? That's disappointing, as people were actually getting some decent answers from that number....

 

It doesn't recognize any input whatsoever - just repeats the message a couple of times and goes silent.

 

Sorry to hear it. However, this is a Rewards offer. You could try posting in the Rewards forums for the credits

forums.xbox.com/.../default.aspx as well as contact the Microsoft Store support for more information on the order.

I believe this is their North American phone number 1 (877) 696-7786

Good luck.

 

The credits are one thing, but I don't even have the game yet! As stated, it's been "In Process" for the past week without resolution. XBox Live says they can't do anything because it was purchased through the Microsoft Store, and Microsoft Store has been
entirely unhelpful, unresponsive, and failing to provide any answers or actual assistance.

Once again, I have contacted the Microsoft Store NUMEROUS TIMES.

 

Thank you for the heads up in the pm you sent me. However, the point that I was trying to get at here is that there is nothing that anyone on these forums can do to help you.

Please continue dealing with the Microsoft Store support for your issue. The order was place through them, it will be shipped by them and any issues that arise from the order must be dealt with through them.

People on these forums are gamers like yourself and don't have access to the information required to answer your issue.

BTW, I did read your original post and paid attention to it as well as gave you the proper number for the phone support that you require. Pretty good for a level V contributor don't you think?

 

That you chose to make public certain responses to a private message - a message I kept private for your benefit - I will elaborate in this forum that your response was entirely unhelpful, disregarded the details of my inquiry which already stated I had
contacted the Microsoft Store (numerous times), and that you (a level V contributor) offered nothing beyond a standard scripted response one might find through 2 minutes of inquiry online.

That being said, you neglect to account for official representatives from Microsoft Store and Xbox which do review these sites - not just gamers. I am exhausting any and all avenue I have for contacting someone above and beyond the non-English-speaking customer
support representatives available through the general inquiry number. Additionally, simply continuing to make public the lack of support available, and the poor quality of support that is offered, is in and of itself worthwhile.