TERRIBLE EXPERIENCE WITH XBOX ENFORCEMENT

Hey everyone,

My name is Brady. I've been playing Xbox for about 3-4 years now, so I've been around the block. I have contacted the support team many times and have had an ease of access. But recently, I have gone to contact support and have NEVER had THIS BAD
of an experience with the Customer (Xbox Live) Support. My problem starts with a bit of background. Like I said before, I've played Xbox for quite a while, and I have also contacted the support team when needed be. I've had 2 communication bans before that
I take full responsibility for and were honestly quite stupid on my part. But this is the part where I am the most frustrated.

My buddies from real life and I are chilling in a party. My mic broke, so I threw it away leaving me unable to talk, I could only text. So the other two are talking back and forth in the party on their mics, and I was responding to one of them through his
messages. I sent him a swear word (not discriminating against him or anyone else) because of just us being good friends and what not, and my friend decides to jokingly report me, knowing my history with communication bans. Without me having a mic, I desperately
try to send him a message saying not to, but I'm of course too late. So I go online to see how long this ban is, and it's 2 weeks. I'm pissed off, but I figure I'll just apply for a case review. After a few mess ups with misclicks and misinterpretations, I
get my case review and explain my story in an insane "less than 500 character" limit. So I do the best to explain how it was all a joke and a misunderstanding and I submit it. The next day I look at the results, and they uphold it for the
SAME reason I explained it wasn't (discrimination aimed at another player). So I text chatted with an agent today, and she said there was no way for her to get me in contact with the enforcement team that dealt with my case review in the first
place. I asked her if I should call and see if I could get in touch with them that way, and she said it'd be a good idea since she couldn't do much to help me in her position. So I call 3 times. The first time, I was was on hold, so I selected the auto-callback
when there is an available agent. So I wait, and get a call back shortly afterward. I select the option to talk to the agent at that time 4 times. Each time it would repeat the same message over and over, telling me to press 1. After the 4th repeat, it automatically
hung up on me. Rightfully so, it pissed me off, but I continued on. I called a second time, and this time just waited on hold so I didn't deal with that auto callback. They told me to hold, and I'd have to wait 3-5 minutes. I was fine with that. So I waited,
waited, and after 15 minutes, I got annoyed and hung up. So a couple hours later, I called back this time, with my best friend (the guy who reported me) on Skype listening to me. I was put on hold, and I was told it was going to be 10-15 minutes until I was
going to get an agent to talk to. I waited, listening to the pre-recorded messages. Finally, I got on the line with an agent. I asked her if I was able to get in touch with the enforcement team, but she said the same thing I was told before, that she couldn't
get me in contact with the team. She told me that I couldn't reply to their case review reasoning or do another case review (which I knew already). I then asked her if there was a number or something I could call them at, but there wasn't. She virtually didn't
help me at all, or tell me anything I didn't know. So I was left there again, with no new solutions again. I am frustrated with the fact there's no way to talk to the team I feel like messed up with the judgement on my case. At least, I'd like to TALK with
someone on the enforcement team, but the odds of that are very slim. If you can get me help, that'd be amazing, but I see no chance of me getting any help at all.

:)

 

Terrible User Experience with xbox 1

What sort of download speed are you getting on your internet?

And is the console hard wired or are you using Wi-Fi?

As when I installed Halo 5 the download size was 107GB and it took approx. 90 mins from start to finish through a hard wired connection.

 

Terrible User Experience with xbox 1

Just wanted to add, I am a very technical person with 20+ years in technical fields, have had many different consoles, (MSFT and others) and I've never had a product take me from excitement (for my son in this case) to complete hatred so fast. At this point
I'm torn between returning this POS system and just setting it on fire/filming and uploading it to share. I've been a MSFT user/fan forever, but this is terrible. Way to turn a ten year old kids excitement about getting a new console into hatred for a company.
Don't think I've seen that happen before!

 

Support were right.The only way to contact the enforcement team is via a case review.If you have already done that & the decision was upheld then there is nothing else you can do.You will have to wait out the suspension.

Any report filed is investigated before any enforcement action is issued.If you have filed for a case review then that means it has been investigated twice.You would not just get suspended because someone reported you as a joke.

 

Two things in response.

1- The first investigation they did originally was using a profanity filter, which caught one of the 3 words in the message nearly 2 seconds after the report. I'm ok with that part. But if they thoroughly investigated my case review the second time and listened
to the party chat we had and the message logs, they would find that it was all a joke. However, they didn't, and that's why my decision is upheld. If they truly investigated it again, I wouldn't be banned.

2- Why don't they have another way to respond to them? They are going to be wrong sometimes, but many people (including me) still get screwed over by the short limit we have to explain ourselves and the fact that they don't have another way to talk to them.
You get one case review, and that's it. No number to call, no way to reply, nothing. If you get wrongly reported and banned, you don't stand a chance of getting your ban removed. You're straight out of luck. It's not a good way to run a support team or a business
and I'm truly pissed off about this whole ordeal. Guess I'll just spend my 2 weeks on ban playing Playstation and PC because Xbox gives me no chance to defend myself. Way to go Enforcement Team, way to go.

 

Doesn't matter if you were in a party or it was said as a joke.Swearing is no allowed on xbox live.

There is no "profanity filter". There is no automated system when it comes to enforcement,every report is investigated by a actual person.

You had a way to defend yourself,it was called a case review.

 

Its simple, just wait out the ban.