Terrible support

After spending 75€ ($100) in shop buying Xbox Live + MS points, I had the worst customer experience ever! It's been months since I'm asking for my gamer tag to be transferred to another email address after it was mistakenly associated to a friend's.

On chat support: No resolution, grounded for 30 days for being a possible hacker (?) and provided a phone # that works only from US (I'm in Ireland). Now I'm sitting like an idiot, with 2 redeem codes in my hand that I can't use, and are likely to
expire, and a frustrated son by my side. Thank God it happened before I bought the Xbox One. After many years of Xbox, its time for a change. PS4, I'm coming! If you're curious, you can find the chat below. Let me know if you think this is an human being or
not.

"Please wait for an agent to respond.

The current average wait time is 5 minutes.

Thank you for your patience.

info: at 17:52:10

All agents are currently assisting others. The current average wait time is 2 minutes. Thank you for your patience.

info: at 17:54:07

Privacy Statement

You are now chatting with 'Christian C.'.



Christian C.: at 17:54:10

Hello, thank you for contacting Xbox Customer Support. My name is Christian C.. Please give me a moment to review your question.



pedro: at 17:54:46

ok



Christian C.: at 17:55:05

Hi Pedro! As I understand this concern, you want to transfer your gamertags do a different email address. Is that right?



pedro: at 17:55:33

yes. I've tried this on the xbox but I got an error message



Christian C.: at 17:56:46

Thank you for doing that, Pedro. Good to know that you personally manages your information. I apologize for this inconvenience but do not worry, we will work on this.



Christian C.: at 17:57:16

We can definitely transfer your gamertag to a different email address but we must make sure first that we meet the following requirements:



Christian C.: at 17:57:17

1. Your current email and gamer tag must have been downloaded to your console for at least 30 days.



Christian C.: at 17:57:17

2. Your new email must be at least 30 days old and must be free from any gamertags.



Christian C.: at 17:57:17

3. Both email must be free from Microsoft Points or Microsoft Local Currency.



pedro: at 17:58:23

about 2. I believe that I've accidently created a new gamer tag while loking for support. I've never used this "" tag



pedro: at 17:58:29

do you think I could delete it?



pedro: at 17:58:33

all the rest is ok



pedro: at 17:58:57

(email address removed) is my personal email fro many years and I have no MS points on it



Christian C.: at 17:59:20

If I got this correctly, the gamertag was automatically generated. Is that correct?



pedro: at 17:59:24

yes



pedro: at 17:59:31

Just minutes ago



pedro: at 17:59:39

it was accidental



Christian C.: at 18:02:14

I see. What we need to do for the meantime Pedro is to create a "dummy account" so that we can transfer and free up (email address removed)



pedro: at 18:02:27

ok



pedro: at 18:03:00

Do you need me to follow any steps?



Christian C.: at 18:04:59

For the meantime, we just need to create an account on (Microsoft account ) and make sure that we do not log in the "dummy account" on xbox.com so that a gamerag would not be generated. I wish I can bring more good news, Pedro but we still need to
wait for 30 days.



pedro: at 18:06:39

what about the tranfer of the gamer tag "(removed)" to my email address? I've been asking this for a while, if you check my previous chat sessions.



Christian C.: at 18:08:08

I apologize but I have no access to the previous chat sessions. If I'm not mistaken, you want to transfer "(removed)" to (email address removed). Is that correct?



pedro: at 18:09:21

yes, "(removed)" is my gamertag. It's currently associated with "(email address removed)" and I wish to transfer it to (email address removed)



Christian C.: at 18:10:48

We still need to wait after 30 days, Pedro since (email address removed) currently has a gamertag.



pedro: at 18:11:11

Christian. No offense, but this policy is ridiculous.



pedro: at 18:11:21

the gamertag was accidently created minutes ago



pedro: at 18:11:56

btw, it happened because on the support form I was lead to do so



Christian C.: at 18:12:28

I apologize if you feel that way, Pedro. The reason why we need to wait for 30 days is for security purposes. We do not want to have the gamertags easily transferred by hackers.



pedro: at 18:13:22

Christian, I have been asking for this change for months, now. I have just spent 75€ in 2 redeem codes: 1 for xbox live gold and 1 for MS points to buy my son extra content on a game. Waiting 30 days is just too much. I am not a hacker. I am a frustrated
customer



pedro: at 18:13:41

I'm sure you can check in your syustem was the gamertag was created



pedro: at 18:13:55

you will se it was minutes ago, from the same IP that I'm writing you



pedro: at 18:14:26

please review my case as a possible exception and help me to resolve something that should be quite simple



Christian C.: at 18:16:22

I'm pretty sure that you are not a hacker, Pedro. If there was something I can do on my end, I would have done it already. However, I truly apologize but there is now way for us to expedite the 30 days waiting process.

pedro: at 18:17:17

Christian, can you provide me a contact for escalation??



Christian C.: at 18:19:11

We really can't escalate this case, Pedro since this is the standard process. However, you can reach our Xbox Phone Support for Ireland at 1- 800-509-186.

pedro:

unfortunately, I can't. I tried and the voice message takes you into a loop. I've waited for 6 minutes where I must have responded to the same questions over 10 times. This is really disappointing. You can't resolve my problem, you can't delete a duplicate
account and you can't provide an escalation contact for this to be reviewed individually. Good thing I've had this experience before I got the Xbox1. I will return to the shop and ask for a refund of the codes, since I can't use them and they will expire.
Why? because I've already had this experience some time ago and I'm grounded for another 30 days for no reason. Just because. If I can't have a refund from the shop, someone in Microsoft will hear from me; through a Legal channel. Oh, and I reserve the right
to post this chat in a public space. Have a great day, Christian; hopefully, you're an human being..

:)

 

Terrible Support Experience

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.

 

TERRIBLE Customer Support

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

 

These policies are in effect to protect people from stealing an account and transferring it to a different e-mail address. Support is not terrible, in fact the agent did everything he--yes he is quite human--could do. It is not Microsoft's fault that you
"accidentally" associated it with someone else's e-mail account.

P.S.

You also gave up any "legal" right to sue Microsoft. Read the ToU.

 

Codes don't expire for years. The store most likely won't refund the codes since there's too much chance of the codes being used then returned. You have no legal leg to stand on as Microsoft is simply declining to fix a mistake YOU made in a time frame
you desire.