Terrible Customer Service!!!!!!!!!

I have been on the phone with 1800 4 (myxbox) for 3 consecutive hours now. Let me begin with my problem. I received a enforcement message about my account on my email today from xbox live. I had no idea what this meant and the links provided were not giving
enough information. The first call to xbox support, the lady convinced me it was all a mistake and there were no marks against my account. Sure enough when I get home I find the enforcement action against my account right when I turn my x box on.

The next customer service agent led me through a wild goose chase through the x box forums while constantly putting me on hold. Out of rage, I hung up and tried calling again for a different representative. This was a bad mistake.

This woman is intentionally putting me on hold and refuses to say anything when I speak. I am currently still on hold and it has been over an hour. She came back for 30 seconds to tell me something thats not relevant to my case. There i asked her if i could
speak with someone else and if I could have her name. She mumbled something I could not understand and immediately put me on hold again.

The last person i talked to claimed to be a supervisor (which I don't doubt is just another representative) tells me they are not well enough informed on there side to help me with this issue.. I respect that way more then everything else that happened.
Im just annoyed with x box in general right now.

:)

 

Customer service terrible

At the moment i have been over a month without a working console.

I got a day one console that worked fine for the first few months. Then in February noticed the fan was making a weird ticking noise like something was catching.

Put in a repair request and sent it off. Got it "repaired" and sent back about a week or so later. It was still exactly the same. So i got onto customer support and told them that i wasnt happy because theyd done nothing. The CS woman arranged for me to
have a replacement console sent.

This new one was even worse. The hard drive sounds broken. A very loud ticking, scratchinng noise that doesnt go away when you put a game on. It also started making my tv do weird noises even while muted.

So i go on live chat again to explain whats wrong. I am told because it is my 3rd repair request it has been escalated to the advocacy team who will contact me by phone or email within 72 hours. I wait a week and havent had any contact. So i contact them
again mid-week to be told "by Friday".

Friday comes and goes and still no contact so i go on live chat again and explain whats been going on. This time the guy starts a new service request, apparently writes everything down for documentation and tells me ill receive contact within 5 days.

Again the 5 days pass and still nothing. So i go on chat again and tell them whats going on and that im getting pretty sick of it now. I wouldnt care if they said it was going to take me a week or month to get it sorted, just so long as they tell me something.
He tells me the team know about my request and that he will personally chase it up for me and contact me by phone in 24-48 hours.

No prizes for guessing i havent heard anything still I am seriously at my wits end. Even though ive bought games for it i think at this point id rather send the rest of the console back and get a refund

 

Customer service terrible

Persistence is the only way. Just be glad it wasnt your controller i sent my Day One controller in back in January and they said they never got it. As it turns out they did have it. they just never filled the order due the manufacture not creating any extra
stock of the item they couldnt fill my order. This is not what they told me they said they didnt get it but after Tons of calls and Reporting it and Escalating it i got no responses. Finnally i Demanded to know what the heck was happening with some poor guy
who just happened to be the straw that broke the camels back. He then had to break protocol and Get a Email to his boss who contacted Tier 3 Boss who then Emailed me assuring me they did have my controller and that they were going to send me a new one as soon
as tehy possible could.

 

Hey, i'm sorry but the phone support know little about enforcement actions. You can check for enforcement actions on your account at enforcement.xbox.com

The phone support or chat support can't help with enforcement actions you need to open a thread at the enforcement appeal thread.

Enforcement Appeal Xbox One -
forums.xbox.com/.../4276.aspx

Enforcement Appeal Xbox 360 -
forums.xbox.com/.../41.aspx

You should also check this to see if you've broken any rules.

www.xbox.com/.../codeofconduct

I hope this helps, let me know if you need further assistance!

 

That info is incorrect.

The enforcement forums have not been used since August last year.

You now have to log in here
enforcement.xbox.com/.../HowTo where you can ask for a case review & see any enforcement actions on your account.

You can't ask for a review for suspensions that are 24 hours long.

You are right about phone/chat support,they are nothing to do with xbox live enforcement & should of told the op to post on the site I've linked.

 

My information is also correct, just when it comes to suspensions and bans it doesn't get much priority over other topics posted in the support forums.

Your information is also correct, both gets in touch with the enforcement team though.

*Edited my post to add
enforcement.xbox.com/.../HowTo thank you

 

Your information telling the op to post in the enforcement forums is incorrect.

As I said,those forums are no longer used & haven't been since August 2015
forums.xbox.com/.../2023563.aspx

The link I provided is the only way to ask for a case review now.

 

Hmm? then why waste a forum? that isn't in use?

 

There is a sticky thread in both enforcement forums telling you they are no longer in use.

They probably should be locked down but aren't for some reason.

At least you now know this for the future.

 

Yes, forum for suspended/banned account is no longer used. You can proceed with Case Review using the link above provided by Daft Badger.