support hold me over 2 hours on the chatline!!!! For what?!

So... my game: forza horzon 3 on Disk

freeze at the third race on every console the disk looks perfect like a new one

without anything.

i leave more time at the chat as in the game so give me please a solution i take a copy from the chatlog at the end.

The supporter hold me at the line i delet my account and game saves for him

because i trust this guy.

The end was simple

first. : no help for me

two.: the game saves are gone forever.

and three the biggest problem.: I can´t play i made all what he said

but he kick me off the chat without to say goodbye is a since for bad work in my eyes

sorry please help to find a solution or i must leave negative feedback im very disapointed. Youre support sounds

trust full but he dont want to help you he only wan´t good feedback.

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

Chatlog:

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Agent Photo

Leah L

Microsoft Answer Tech

Leah L

Hi, thanks for visiting Xbox Support! I'm Leah L.

3:11 am

Me

Hy

3:11 am

Me

i have a big problem sir

3:12 am

Me

first my english is not the best

3:12 am

Me

and the other one.. is about my game

3:12 am

Leah L

Hi Kevin. I hope aside from this issue, you're having a nice day!

3:12 am

Leah L

Oh, that is completely alright. Regarding your game, nNothing to worry, you have me here on chat. I will do my best to assist you.

3:12 am

Me

thanks i have bad experience with the Sony support. so i hope whe find a solution

3:13 am

Leah L

Just make sure we are on the same page, it seems that the issue is within Forza Horizon.

3:13 am

Me

yes

3:13 am

Me

i test it

3:14 am

Leah L

Oh, my apologies about that and thank you for bringing this issue up. For me to assist you further, may I ask for your gamertag and Xbox Live email so I will know if I am working on the right account?

3:14 am

Me

i have played it on two xboxones one from me an one from a friend.

3:14 am

Me

yes one moment.

3:15 am

Leah L

Sure thing.

3:15 am

Me

gamertag:

3:16 am

Me

and the email.

3:16 am

Me

[Mod Removed]

3:16 am

Me

t make a complete factory reset

3:16 am

Leah L

Perfect! Thank you for that information. Pulling up your account now.

3:16 am

Me

but that doesent change anything

3:16 am

Leah L

I hope you don't mind, I would need to ask a few more questions to get to the bottom of this issue, Kevin.

3:17 am

Me

no problem

3:17 am

Leah L

Thank you. if I may ask, is this a game disc or you purchased it online?

3:18 am

Me

i have the disk buit it install on the consol too

3:19 am

Me

i buy it on amazon and he said maybe microsoft have system issues or anything

3:19 am

Me

he doesent can help me it´s a software problem

3:19 am

Leah L

Thank you for letting me know. If I may ask, does the issue applies to all your games or to Forza Horizon alone?

3:20 am

Me

only at forza. imy other games work perfect

3:21 am

Me

i have over 9 games

3:21 am

Me

and i don´t know what i can too

3:21 am

Leah L

Alright. You mentioned that you played it also under other Xbox, does the issue occurring to both console or there's only one?

3:22 am

Me

i will play this game

3:22 am

Me

it is on the other console too. everytime when i start the six´t race.

3:23 am

Me

when i drive trought the country nothing

3:23 am

Leah L

Alright. Are you using the same internet connection whenever you play it to the same Xbox?

3:24 am

Me

no never the xbox is only too test the game by me.

3:25 am

Me

i test it in offline mode too. Only today i tried over six hours to find a solution.

3:26 am

Me

the last think i did was factory reset

3:26 am

Leah L

I see. When you tried playing it offline, did the game froze?

3:27 am

Me

yes if it work offline. I´m where happy. i don´t play often onlyne

3:29 am

Me

amazon said its a software think.. what did they mean?

3:29 am

Me

i have all updates and game patches on my console

3:30 am

Leah L

Thank you for answering all my questions. I just want to transparent with you, Kevin. Since the issue is only happening to disc this alone and your other games works perfectly fine, I am afraid that the disc is not in good condition.

3:32 am

Leah L

And you mentioned that the issue occurred using a different Xbox as well and that isolated the issue.

3:33 am

Leah L

If I may ask, have you tried cleaning the disc as well?

3:33 am

Me

the disk doesent need to clean up. it has no scratches or anything its look like a new one. and the game installed on the xbox . i don´t hear the game disk when i play. I can send you a photo of the disk or send it to you no prblem

3:35 am

Leah L

If that is the case, let's go ahead and troubleshoot. Nothing to worry, this won't be complicated and I will be with you every steps of the way, is your console near you now?

3:35 am

Me

yes

3:36 am

Leah L

Perfect! But just a heads up, if the same issue persist after the steps, I am afraid that you need a replacement since your console is working to your other discs, alright?

3:37 am

Me

ooookey. i only have two other games on disk but yes they work without problems. In the future i only buy at the online store.

3:38 am

Me

my xbox is not old its a special white edition

3:38 am

Leah L

Sounds like a plan and thank you for understanding, Kevin.

3:39 am

Leah L

Oh, I envy you for having the Xbox One S~

3:39 am

Leah L

First, scroll left on the Home screen to open the guide >> Select Settings >> Select All Settings >> Under "Account," select Remove accounts >> Select your account >>Select Remove to confirm >> When you're finished, select Close.

3:39 am

Leah L

Just remember your password before removing your account so there will be no problem signing in later.

3:39 am

Me

okey one moment please i need a few minutes

3:40 am

Leah L

Of course. Just keep me posted.

3:40 am

Me

thanks

3:40 am

Me

okey the account is deletet

3:42 am

Leah L

Next, let's delete all unwanted files from your console. Under Disc & Blu-ray >> Blu-ray >> Persistent Storage >> Clear persistent Storage.

3:43 am

Me

okey but i remember you that i have make a complete factory reset at my xbox

3:44 am

Me

but no problem i check it

3:44 am

Me

i do everythink to play this gamer one moment

3:44 am

Leah L

Yes, I am aware of that. Thank you.

3:44 am

Leah L

After that, click Network >> Network Settings >> Click Advance Settings >> Click Alternate MAC address >> and then click Clear >> Restart console.

3:45 am

Me

okey

3:45 am

Leah L

Once the console is up and running, kindly download your profile again.

3:45 am

Me

You mean: I must login to my deletet account right

3:46 am

Leah L

I mean, you add your account back to the console by scrolling to the left >> select add and manage >> add new >> enter your Microsoft account log in.

3:48 am

Leah L

How's it going so far, Kevin?

3:51 am

Me

one mionute please

3:52 am

Leah L

Sure thing. I would just need to check on you as being idle from chat might disconnect s automatically.

3:53 am

Me

tso im done

3:56 am

Me

and now?

3:57 am

Leah L

Great! After that, launch the game and let me know the result.

3:57 am

Me

okey i only need two minutes

3:58 am

Leah L

Thank you. Fingers crossed.

3:59 am

Me

thanks i´m too

3:59 am

Me



4:03 am

Me

same as before

4:03 am

Me

i will cry all my friendsplay this game

4:05 am

Leah L

Thank you for letting me know, Kevin. My apologies about that and I know how important this is to you since I am a gamer too. Will you be able to try a different disc as of the moment?

4:06 am

Me

I can to it yes one moment i test it with titanfall

4:07 am

Leah L

Great game! Please let me know what will happen if you try that one.

4:07 am

Me

Ooh cool i like a support there know what they to. yes i start a multiplayer game for one minute to see if it work

4:10 am

Leah L

Thank you. I really love my job and I can connect to my customer fast because I know we have same interest though.

4:11 am

Me

Of course.. not like Sony i have very bad experience with his support (very unfriendly) but thats not important at the moment.. so i play and the game doesn´t froze or anythink all normal.

4:14 am

Leah L

Oh, you don't deserve that Kevin, really. And yes, going back to the issue, I would like if the console is updated to a preview program? I can see here that your account is enrolled to the program.

4:17 am

Me

yes im very happy to test new microsoft products

4:18 am

Me

but what has it to do with my game?

4:18 am

Leah L

That is awesome! Thank you for patronizing Microsoft! Well, preview program is an advanced dashboard that is only exclusive for the accepted members only. If the console is updated to the program, I may refer you to our preview program specialist to assist
you further on this since we cannot give you some steps and a Preview Member has a different Dashboard. No worries, rest assured that the Preview Team will address and provide you as well the right steps for your Dashboard.

4:22 am

Me

Woah sounds very cool i hope it solve my problem thanks my bro..

4:23 am

Me

but what did you mean?! can he help me ?

4:23 am

Leah L

Sweet! Thank you for understanding. Yes, absolutely they can help you with that. But I would like to clarify first if the console is registered to the program.

4:25 am

Leah L

To check that. Here's the steps:

4:25 am

Leah L

Go to Settings >> All settings >> System >> Console info and updates >> provide me the console's OS version.

4:26 am

Me

10.0.14393.2112

4:28 am

Me

is this the right one

4:29 am

Leah L

Yes, that is the one. Can I also ask for the number that is inside the parenthesis?

4:29 am

Me

yes

4:29 am

Leah L

I appreciate that.

4:30 am

Me

(rs1_xbox_rel_1610.161026-1900) fre

4:30 am

Leah L

Thank you so much. Indeed the console is enrolled in the program. Lastly, is the Xbox Live device ID ends in "3D"?

4:32 am

Me

wait i take a look

4:33 am

Leah L

Cool.

4:33 am

Me

yes bro the last four digits : 493D

4:34 am

Leah L

Thank you. Got it. If that is the case, I really need to refer you to our preview specialist as they do not disclose any information about the advanced dashboard to the normal dashboard. Under What should I do if I want to stop participating in the program?
Click on Xbox Early Access forums, click on Xbox Early Access forums.

4:37 am

Leah L

Xbox Insider Program FAQ

4:37 am

Me

okey also whats the next step.. sorry please understand me, i have here a new game since weeks and i can´t play it.. i spent so much time in other chats to find a solution and everytime at the end i must contaact a new one

4:40 am

Leah L

That is alright, Kevin. Thank you for your effort in resolving this. Kindy go to the link I provided above and select "Xbox Early Access Forums". After that, it will direct you to an exclusive thread for preview program member forums. You can post your concern
to that link and expect a response within 24 to 72 hours from our specialist.

4:43 am

Me

ok thanks

4:44 am

Me

im there

4:44 am

Me

and now

4:44 am

Leah L

Perfect! Can you see "Add post" from the thread?

4:47 am

Me

no

4:49 am

Me

not on the site

4:49 am

Me

i take a search in my browser the point doesent exist there

4:50 am

Leah L

Will you be able to use a different browser like IE or Microsoft edge for that is the most compatible site for our page?

4:50 am

Me

yes one minute

4:51 am

Me

okey i have it

4:51 am

Me

is the same site

4:51 am

Me

as in firefox

4:51 am

Leah L

Alright. Let me know if you can access the forums. I am also doing my notes and documentation under your account so this case won't be overlooked.

4:52 am

Me

okey cool

4:53 am

Me

i can access the forum

4:53 am

Me

on the left site

4:53 am

Me

all announcements, apps ........

4:53 am

Me

okey i think i´m now on the right site

4:54 am

Me

here can i see: create a new post

4:54 am

Me

is this the right one

4:55 am

Leah L

Sweet! Please create a new post and wait for the response within the said timeframe. I am looking forward that this till be sorted out soon.

4:55 am

Leah L

Your Xbox Support agent Leah L has ended your chat session. Thanks for visiting Xbox Support.

4:55 am

System

Chat has ended.

4:55 am

:)

 

Xbox support

I am right at a 2 hour hold after support called ME. There was no warning whatsoever that I would have to wait on the phone for -hours-. Microsoft called ME and put me on hold

 

xbox stinks

Employee supervisor Dante put me on hold to get his boss and hung up on me. Are you kidding? On the phone over 2 hours during my sons 11th birthday and this guy hangs up on me. 10 very unhappy 11 year olds and 1 soon to be ex xbox account holder.

 

Hey there -

Sorry to hear about the issues. The support agent was correct in pointing you to the >>Preview
Program forums<< so you'll want to head over there to post regarding the issue.

Apologies for the inconvenience this may cause.