Terrible customer support

I've already posted this on the feedback site, but I doubt anyone will see it there, so I'm posting here also, so people can see it.

Due to your lack of a customer complaints address, I was directed to post this here by your customer support teams.

To give you some background, I have had an Xbox 360 since its launch day, and had 4 repairs in warranty, and another that had to be replaced out of warranty, so I'm well aware of your terrible record with hardware, however I decided to give you another chance
and purchased the Xbox One at launch. After a few months, the controller broke, which left me unable to play my xbox while it was repaired. Then, starting in November, my Xbox started to refuse to power on intermittently, and by December, it was completely
out of action. I verified with my brothers Xbox One and power supply, that the issue was with the console, and not the power supply. I attempted to contact your support, but it had over an hour wait time, so I went through your support steps on xbox.com, and
created a service ticket to have my xbox repaired. I sent it off, and heard nothing for several weeks, until I received an email saying my repair order had been cancelled, with no explanation of why. I then received another confirmation of a repair order and
that my xbox had been received. This order never moved from 'packing sent to customer'. After another week, I contacted your support teams who were able to confirm that it had been received and sent back to me, though I had not been notified.

Once received, I setup the Xbox again, eager to play the many games I had purchased over the Christmas holidays.

To my dismay, it would not power on. What sort of repair do you do, that does not even involve a power on test?

I immediately contacted your support teams who suggested I send it back for repair again (after I went through the same scripted list of questions, have you checked this, is this light on etc. I had to go through this every single time, despite giving your
agents the previous ticket numbers, which should have indicated that I had already been through it multiple times). He said that this time, they would actually open it up and inspect the insides. What did you do the first time it was sent for repair if you
didn't even bother opening it? After some discussion, the agent agreed to put through an advanced exchange, so I wouldn't be without the xbox for another month. I agreed and gave him my card details. He said he couldn't put the hold on, and I should contact
my bank. I did so, and they confirmed that my back account was fine, my limit was not exceeded, nor would be by the hold, and that NO ATTEMPT had been made by you on my card. I contacted your support, again, and again, went through the same list of questions
before the agent agreed to try push through the advanced exchange. This agent also claimed my card wouldn't work, and nor did my wife's, which was a different type of card, from a different bank, which also had no issues according to her bank. At this stage,
the agent told me there was nothing more she could do, but she had escalated the issue and I should expect contact within 24 hours. After 72 hours of no contact, I again contacted your support teams. They were not aware of the supposed maintenance and agreed
to put through the advanced exchange again. It again did not work, nor did another card, this time belonging to my father. I suppose I don't have to mention that there was no problem with this card either, for anyone except your support teams.

I should also mention that I had no problem purchasing games from you digitally using these cards, and then purchases for higher amount the requested hold, went through fine with other suppliers in this period. The agent from the chat ran out of ideas, and
asked me to contact your phone support. I contacted your phone support, and went through the whole same process again, resulting in the same issue that they couldn't process the advanced exchange, but there was maintenance again and I should call back tomorrow.
Very convenient.

I called back the next day, went through all the same questions (and of course in every instance, they could never find any of the notes or tickets, until I gave them the numbers, and they never found any useful information in them either). The agent I spoke
too on this occasion believed it may have been related to my account, so asked me to setup a new one, and transferred the xbox to that, but this also did not work. He then told me you don't accept credit cards (which I had previously been told was the only
type you accepted) and I should try a debit card. This also did not work. He then went to talk to a supervisor, after collecting all the details and reference number. On returning, he explained all the different escalation paths, and how my case fit none of
them, so there was no possibility to escalate the issue to anyone. He suggested I just go with a normal repair, and said that it would be quicker than going through the escalation process anyway, because that could take weeks before I got a response. I agreed,
gave all the details for the 50th time, and he tried, unsuccessfully to process the repair. He said that due to the attempt at an advanced exchange repair on the account, he could not process a normal repair. So we swapped everything back to my original account,
he said the repair order was created, and I should have a mail with the details shortly and hung.

As I've come to expect from your teams, the next day, when I still hadn't received the email, I checked an no such order had been created.

I again rang your support, got a repair order created, sent the xbox off and finally received a refurbished console back a few weeks later, which thankfully is working without issue. This whole process took about 8 hours, which I find totally unacceptable.
I was left with a rather useless kinect but no console to power it for the entire period. I had to deal with a repair where you seemed to just take the console from the box, put it in another one, and send back, followed by hours of time spent with your support
teams who constantly tried to get rid of me, who didn't read any of the case notes or often record any, who regularly ended the conversations without giving me a ticket or a chance to ask for one, and completely wasted my time.

I am very disappointed in your service, and will be telling everyone I know to avoid your products.

Stephen McGovern

:)

 

TERRIBLE Customer Support

They are violating the sales of goods and distance selling regulations acts

 

Terrible Customer Support

I have had an Xbox, Xbox 360, or Xbox one since i was 16 years old. I've spent thousands of dollars on consoles, controllers, games and Xbox live subscriptions. I've always supported Xbox and Microsoft, with both my voice and my wallet. Today, though, I
canceled my Xbox live subscription and deleted my credit card information, and I will be getting a PS4 instead. I am doing this because the "Customer Support" from Microsoft is anything but supportive. Although I've been playing Xbox since I was a kid, I am
an adult now and as such I don't have near as much time to play as I would like. Most of my playing time comes on the weekend these days. I woke up today and turned on my Xbox, ready to play some Destiny with my buddy. I went to send him a message and have
him invite me to his game and party, when I realized, unfortunately, my account had received a 24 hour communications ban. I thought surely there must be a mistake, I will just call and see what the problem is and how to get it fixed. When I called the Xbox
Support number, they were unable to tell me any information whatsoever about why I was temporarily banned. No information on what I had been banned for, no information on how to get the ban lifted or appealed, and no information on how to contact someone over
the phone and talk to them about this issue. Very "Supportive" of them. After doing some research of my own, I went to the Enforcement website in hopes of finding a contact number or getting more information on my ban. Once i signed in, it turns out there's
absolutely no information on their web page about why I was banned or for what, no contact number or way to contact them, and because my ban is "only" 24 hours, no way to even appeal it. I called back the Customer Support and after telling them the lengths
I went through to get more information and to try and resolve this issue, I was told "To just wait it out and in 24 hours everything will be back to normal". Well, I don't accept that. I pay $10 every month for a service that I expect to be able to use when
I want to use it. I am locked out of communicating with anyone at all, in any way whatsoever, over Xbox live, a service that I pay for. Not only that, there is absolutely no information or way to find out why, specifically, I am locked out, and no way for
me to appeal or talk to someone who could help me. All this for someone who has been an avid Xbox and Microsoft supporter for almost 10 years, and I just spent $100 in games this month! So thanks, Xbox Customer Support and Microsoft, I appreciate the great
customer service and communication that is now forcing me to go to GameStop and sell all my Xbox One stuff and buy a PS4 instead. It was a good run.

 

Yet you still play and are subscribed to Gold.

On behalf of Microsoft, thank you for your years of obedience.

No slap in the face for you, threating to go to Sony.

No. You're going to tough it out for another 5 years!

 

Hope he didn't send his console away with a disc in it.....

 

^^^^^^^^ Bwahahahahahahahaha.

Yea, last thing we need is that thread again.

 

that's life, few experiences with a large company will go perfectly, and in some cases the process is just broken and little can be done about it, phone support is commonly outsourced to companies that are paid per call and have no repercussions for not
taking proper notes.

i had a problem with my cable internet intermittently dropping every few hours (sometimes a few times an hour), was calling them a few times a month(sometimes a few times a week depending on my level of frustration) and took a year and half to resolve, and
every call i had to deal with the scripted troubleshooting and would not listen to me at all, didn't update my account with notes, it was beyond ridiculous, but you deal with it and move on, get an extended warranty with Best Buy or someplace like that next
time.

 

BTW OP none of here really care. This is the general argument section of the Xbox forums. You might need the support section. Only thing we can do is laugh at you and tell China that their wall is in safe hands

 

Wait... Did someone lose another disc? This is getting out of hand!

 

TL; DR

BTW OP none of here really care. This is the general argument section of the Xbox forums. You might need the support section. Only thing we can do is laugh at you and tell China that their wall is in safe hands

It at least looks like OP tried to separate it. Which didn't help much other than to make like... 4 walls. Wonder if I could borrow them? I'm thinking a new game room...

 

In all seriousness though, if this did transpire as the OP says, I to would be bent out of shape. I for one have never had any issue with support.... (knock on wood)...

 

A total nightmare by the sounds of it!

A lot of people have had problems regards the One just coming on here on a daily basis proves that. This gen was rushed to the market and that is where the exist.

records should be updated every time the customer rings into a service centre. If that's not happening then that is MS fault but a lot of company source their call centres out to different company's.

If you move to Sony, good luck with that! but gamers have had problems with PS4's too. All i can say is never ever had a problem with my PS3, but like many others this was not the case with the 360.

 

I had a major problem with my PS3 which drove me to selling it, I also had to cancel my credit card at the same time.... That's a whole different topic though.

 

One thread a week = mass failures? The problem is that these are the threads everyone remembers...... and we are only getting one version of the story. I would like to here what transpired from a customer service rep on this matter.

 

11 million consoles sold.... we get maybe one a week here.. and chances are the issues are localized and not MS fault.. not a FAILURE as you put it..

even if 50000 people complained... that is under a 1% failure rate... care to tell me what the average ROF is on all electronic devices Wild?? let me give you a hint... I posted it on another thread...