Terrible support service

MSballer2006 · Jul 8, 2017

I had a minor problem and tried to resolve the issue through chatting with online customer support. I feel like there was an extremely poor effort by customer support to resolve my issue. I felt that they spent more time arguing with me rather than trying
to help. I would like to file a formal grievance because I am truly disappointed with the level of support I received. Who can I contact or what is the process for filing a grievance?

:)

brianpomerleau · Jul 8, 2017

Terrible Service From Support

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/

PRP1986 · Jul 8, 2017

Terrible Service From Support

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

M3tal Daz3 · Jul 8, 2017

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

MSballer2006 · Jul 10, 2017

I agree. I was looking for the evaluation at the end of the chat, but it never appeared. When I hit the "end chat" link, the screen refreshed and reloaded to a screen with a prompt for a new chat session. I have the reference number for the chat but was
wondering how I can go back to review or report the support session. This is important to me because I feel that the people who I chatted with should probably not be working for microsoft-- they give the company a bad reputation.

o0 RUTTER 0o · Nov 1, 2018

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.

M3tal Daz3

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

MSballer2006

I agree. I was looking for the evaluation at the end of the chat, but it never appeared. When I hit the "end chat" link, the screen refreshed and reloaded to a screen with a prompt for a new chat session. I have the reference number for the chat but was
wondering how I can go back to review or report the support session. This is important to me because I feel that the people who I chatted with should probably not be working for microsoft-- they give the company a bad reputation.

o0 RUTTER 0o

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.

Veato

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.

Matt Connors

My warranty expired back in December...but I only just received my controller. Covering myself I asked that question and they informed me that the warranty is extended I believe 90 days with every repair. I no longer have the option to send the device in online. This process has completely disheartened me on this product.

Terrible support service