Terrible Service From Support

I just wanted to share the terrible service I have received following the advance exchange 'service' that MS offer. I have always been a big MS fan, however my experience so far with the Xbox One has really tested my patience.

I received my Xbox on 25th November, I had purchased disc copies of Assassins Creed and Dead Rising 3 and on day one decided to download Ryse. Day one I was happily playing Ryse, and day 2 I decided to try Dead Rising. On putting my disc in I got the well
reported grinding noise and error message saying that the disc was unreadable - this happened with all discs, so I raised a case with Support for an advance exchange .... as I bought my console from the MS store, I didn't have much of an option. This was 26th
November.

At this point I was told it would take 3 days and a new console would be sent out, in the mean time I could enjoy the game I was trying to play with a digital licence, I would receive an email within 24 hours with the code for Dead Rising - great I thought.

After the 3 days my order hadn't moved, so I chased MS and was asked to wait a bit longer, I also asked about the digital licence so that I could play Dead Rising, I was told I'd get an email in 48 hours. After 9 days, my advance exchange order status still
hadn't changed so I chased again, it was finally changed to 'shipped' on 6th December. I again asked about the game I was told I would get and was advised that it would take 3 weeks!! At this point I caved in and just bought a digital copy of Dead Rising.

A week later, and no sign of my replacement console so I chased the support team again, it was frustrating to be told rather patronisingly "I know you're excited for Xbox, but give it a few more days" ..... its not that I'm 'excited for xbox' I just want
a working machine, at this point it had been15 days (when I was told it would initially be sent out in 3 days).

From here on, I chased on a weekly basis being fobbed off constantly, and on at least 4 occasions being told the case had been escalated to the Advocacy Team and even that supervisors had been made aware. This was of course all cr*p as each new conversation,
I was told that it hadn't previously been escalated. I had not received a replacement by Christmas or even New Year.

It was finally escalated again on 6th January, that agent was really nice and she too was shocked that so many previous agents failed to act on any of their promises. I was finally contacted by someone in the Advocacy Team on 10th Jan - a month and a half
after raising the case. The reply was just an email asking me to do the advance exchange again - all of the emails were template emails, no acknowledgement of the shameful service that the 'support team' offered. When I emailed the Advocacy Team , they ignored
everything I had written in my email, again responding with a 'template' email.

This whole experience has been frustrating and is shameful for such a big company - here's hoping that I get my replacement before 26th, as that would be the 2 month mark.....

:)

 

Terrible support service

I got the same the other day twice and ive still got the same problem don't get nothing off support at all and no complaint number any where.

 

Terrible support service

The best way to evaluate a customer service chat is through the rating system at the end of the chat.

 

if i would you contact the Federal Trade Commission immediately this is what I would classifiy as unlawful and unethical business practices and is punishable by US law under the consumer protection act

ill link the site even though MS may remove the link
http://www.ftc.gov/

 

Thanks for your reply. I'll definitely look into that. To top off my experience. I have just noticed that I was yesterday charged £391.20 for the failed advance exchange order ... brilliant!

 

The other option (although a bit late now) would have been to return the whole thing for a refund/replacement with the Microsoft Store i.e. the place you bought it from and NOT Xbox support/service centre. You had every right to do that under the Sale of
Goods Act 1979 and they would have been responsible for all postage costs too.

I suspect that it would have been dealt with quicker this way.

 

Yeah I wish I had done that now Veato - it's crazy that I could have arranged a refund, placed a new order and probably still would have received it by now!

Hopefully the Advocacy Team get back to me soon regarding the refund for the £391.20, right after xmas and before payday, it's hardly a small amount to be charged for something that is not my fault.

 

Quick update - sorry for double posting...

I have received my console today, yaaay!

Unfortunately not such good news regarding my refund. The Advocacy Team agent advised me that she had 'reviewed my case in depth, and can confirm that Microsoft have not yet received my broken console'. Advising me to 'contact my shipping agent to track
the package'.... this coming from the Advocacy Team who are supposedly 'second level support'.

Ok, firstly if she had reviewed my case she would know that I had not received my console until today, which is why they have not had my broken console back. If she checked my chat history for the last month and a half she would have seen that MS acknowledged
I had not received my console and that I had even told MS not to charge me back on 15th December when I was emailed to say I would be charged.

The fight for MY money continues I guess, meanwhile I'm £nearly £400 down and totally skint after xmas, with Direct Debits due out on Monday and a week before payday!!

Seriously the WORST customer service I have received