Terrible Support Experience

Hello everyone

I'm new to these forums. I've never been much of a "forum" kind of guy, but I just had the worst experience dealing with Microsoft Support and I want to know what others have done in similar situations.

My console was unresponsive, and so, after checking on the forums, I sent it out for an out of warranty repair, and paid for it. I was told that they received it on April 15, and that it would be completed on April 30. When May rolled around, and I heard
nothing (nor did I see anything when I looked up the repair order), I called in on the 4th. I spoke with someone on the phone, and they gave me a FedEx tracking number. Thinking everything was fine, I typed the number in, only to find it was the number of
the order I used to send the console to be repaired.

I called back, and I had it escalated to "Tier 3", which I'm guessing is the higher ups, along with a different service number. On the 10th, I was contacted via e-mail (I won't publish the name, it's improper, but I was given the same name each time for
all subsequent emails). They told me they were looking into it. It felt very vague as to "when" it would be completed, so I called the customer service line and was told I'd hear back in three days.

About a week (15th) passed until the next response, where I was contacted via e-mail that there was still no movement. I replied back that it was very distressing to hear that, and told him of the timeframe I was given by the customer service rep. My first
repair number (the one created when my console was to be repaired) was reported as "cancelled"

Another week (21st) passes, I'm still told there has been no movement, although I get an apology for being told incorrect information, and I'm told "they have to work with their shipping department" and other such something. I reiterated that this was unacceptable,
that I was given timeframes numerous times and that no one had any desire to hold themselves to them. I also explained I had no idea why my product was delayed, and why I had to put forth all of the effort to fix their own company problems. I also spoke with
the regular customer service, who told me they can't access Tier 3 complaints. So I sent a follow-up e-mail back to Tier 3, saying I wished to speak to them personally.

The next day (22nd), I'm told via email that my order was closed, apparently, they are closed after 30 days. This, of course, was the first time I had ever heard of it, no mention was made when I spoke to normal customer service, Tier 3, or on the support
ticket look ups. I responded as such to Tier 3, that the timeframes I was given, the details on the service lookup, and the details from customer service, did not verify his assertion, and in fact, verified the opposite, that it was being repaired, and was
an open order.

Roughly another week (27th) passes. My second repair order is cancelled on the company's end, and a third one is created. It says my console was "lost in transition" both in the email I was given, and when I look up the repair order via it's number. I also
receive an e-mail from Tier 3, with another apology, telling me they are mailing a refurbished console and wish me to test it and make sure it is functional, and then they will offer compensation for "the whole experience I have been dealing with." I accept
that arrangement, and tell him I will do so.

I receive an email on the 29th confirming that what I described is what he wanted me to test it. On the 30th, I receive it, test it, determine it is functional, and send a response back stating such.

Another week passes (June 3rd), and I receive an e-mail back, thanking me for telling me it works, and offering me a few XBOX games, Kinect Games, or hardware, allowing me to choose one. As I look it over, I notice all of them are ones I either already have
on PC, for Kinect (which I don't have), or are things I already own. I respond that day and ask if there is anything else I could take instead.

The next day (4th) , I'm told the only other thing they can offer is XBoxLive Gold, which I already have at the moment. I propose a suggestion of my own instead. I also suggest, if he is unable to address this, I ask if I can speak with someone else who
coud.

Two days (the 6th) pass, and I'm told there is no one else to speak to, and no other compensation is allowed. I reiterate my desire to speak to someone else.

Today (the 7th) I'm told my issue will be closed if I don't accept what I'm given.

As a customer, I'm exceedingly insulted to be told lies by a company. I'm incredibly frustrated by what has happened, tried to be reasonable, be patient. I've waited over a month after I was supposed to have my repair order completed, let alone when they
received it, and was literally blamed for problems on their end. Has anyone else had a similar experience? If so, what did you do? Are there methods to explore. I've opened a BBB case back when the console was received and I was being told it was my fault
(21st) but thus far it hasn't gone anywhere: They asked for service request numbers, I gave them all three, and nothing has happened since.

:)

 

Terrible Xbox Support Experience, Lied To.

Hello, I am a loyal 13 year Microsoft customer who has had preview program access as far as xbox 360 and has had no problem up to now. i purchased the original Xbox One back in launch month, then had then xbox break so I replaced it with another. After a
year, i started to notice disc drive issues early adopters of the xbox one complained about, and sure enough I was one of them. My console will not read discs unless it is held up.

Now onto the real issue,

I contacted Xbox last night for a repair for my console expecting a free repair due to issues from factory and the fact my console was an early adopter.

I found out that my system was covered under the Flight program and I could do an advanced exchange. I was told I had a free repair because I was a preview member. I called back today, went through the proce of the repair for an entire hour on the phone
to be denied a replacement console, after giving my credit card information to microsoft for an advanced replacement. Now I am left with a $400 console that microsoft refuses to replace because of their own flaw when making the first batch of console. Them
not taking responsibility for this issue is unprofessional and I feel scammed as a customer.

I lost an hour of my time, and after 13 years of being a loyal customer I am left with a $400 console that works when it decides to.

Bad move Microsoft, as a long term customer & early adopter, I should be given a refurbished console.

I have been wronged not once, but twice in this preview program. Back in the 360 program, I was told they would not fix my 360 from an error their 360 Preview program caused. i then opened the console myself as a last resort, and was greeted with an email
saying they would replace it, regardless of me opening it since they lied to me about not being able to repair it. I shipped it out, and it came back unrepaired. Still have the system to this day, I had to buy another 360 because Microsoft would not take responsibility
for their fault.

I am not having the same thing repeat with my One console. Unacceptable customer service.

Nicholas

 

My Terrible (ongoing) Experience with Xbox Support

The short story:

I purchased the day one edition at launch. The controller had a bad B button. I called about the issue on Nov 26. It's now Feb 16th and I still don't have a functional controller, or a controller at all.

The long story:

I've been a member of Xbox Live since 2007. After purchasing a $500 console with a defective controller, here's how I was treated:

Nov 26: I call Xbox Support about the issue. I was told they would ship a new controller to me. Once the controller got to me, I would have to ship the defective one back.

Dec 23: I receive a package from Microsoft containing only a battery door to a controller. Merry Christmas.

Jan: 5: I call Xbox Support and explain what happened. They admit that a mistake was made but tell me that I must first ship my controller to them before they will ship a replacement. Not only this, but I must pay for the shipping. I refuse.
The say that this is the only way. Eventually, they offer me 1 month of gold and a $10 credit to cover shipping costs. I reluctantly accept.

Jan 6: This part is a little complicated. Stay with me.

I see that I have a $7.49 credit from Microsoft on my credit card. Not sure whats going on.

Then, I get on my Xbox One and see that I have lost the rights to play COD Ghosts. (I owned the digital version and it was $9.99 since I already owned the Xbox 360 digital version). Apparently, the agent I spoke with on the 5th thought that she could credit
my account by refunding this. All she did was cancel the transaction leaving me unable to play it (The B button is not super critical in COD since I use the tactical button layout). But why was I only credited with $7.49???

When I bought this, I used $2.50 from my Xbox Rewards account. When she cancelled the transaction, my credit card was credited with 7.49, but I was not credited for the Xbox Rewards points. If I had simply repurchased the title, not only would I not have
the $10 credit promised, but I would have had $2.50 less than I did before this incident.

Here is what happened when I contacted them that night:

9:49 PM PST -- I call Xbox Support and am told that they could not help because it was a third party game. I explained that they were the ones that screwed up. The guy insisted that only Activision could help. He gave me a number (for Activision)
to call for help.

9:58 PM PST -- Just to see if they could give me the rights back to play, I call this number. I get an automated message that this number is no longer used for support and that I must use the online chat option for help with Activision games.

10:02 PM PST -- I call Xbox Support. They stop answering calls at 10:00 PM PST. The first guy just wanted to go home for the day.

Jan 12: After several calls to Xbox Support, and an escalation of the issue, I received the $10 credit they promised, but I had to repurchase Ghosts on my own.

Since they didn't refund my Xbox Rewards points, and I had to repurchase Ghosts, It was effectively a $7.50 credit.

I ship my controller, following all instructions given to me in an email. Shipping costed more than $7.50.

Jan 16: The controller is delivered to the replacement center (confirmed by the tracking number). In the email describing what I must do, they stated that a replacement would be sent out within 10 business days of them receiving the defective
product. It said that they would email me when they shipped it out.

Feb 16: I won't take you through every phone call but it's been a month since my controller was delivered to them and they still haven't shipped a replacement to me.

I've been on the phone countless times in the past few weeks with agents who are unable to help. They claim that they must escalate the issue to another team that can help. So far the issue has been escalated three different times. Each time I have been told
that I would receive a response within 4 days. Once, the agent even said I would hear back within 2 days. I have heard nothing from the escalation team. Out of desperation, I even filed a complaint through the Better Business Bureau, but have garnered no response.

 

xbox one is the worst *** product i've ever bought in my life, I can't believe they put such crap on market

 

wow, that's pretty bad. Welcome to the world of dealing with customer service. A full ninety percent of ANY type of customer service rep will have no idea what they are doing and will be happy to send you on a wild goose chase from hell. I keep notes
on everything I do now so I have a history...especially names and dates. I think that most the time they SEEM like they are being meaningful in trying to help you, but in reality, most don't really know their jobs and will say whatever just to appease you
for the time being. If you call and talk to 10 different customer service reps, you will get 10 different answers to a question.