Unable to communicate in party's or in-game after 24 hour suspension, XBLPET/Official ...

Unable to communicate in party's or in-game after 24 hour suspension, XBLPET/Official Support Incompetence & Xbox's Outdated Support system

So to briefly explain, I was suspended from communications for 24 hours on the 20/10/2015, was then unable to communicate in party's or in-game after the suspension was served. I contacted support a week later and was made to to do all kinds of troubleshooting
tests to no avail and was told I will receive a email within 24 to 48 hours explaining it more and when the issue could be fixed and with possible information on possible compensation, which didn't happen. I then contacted support again a week later again
to be told the same thing "that they don't know when this issue will be resolved and that I should post on the forums"

So I post on the forums making my point present and ask some questions such as "when will the issue be fixed" and "what compensation will I receive" to be replied to with an email stating my post got deleted and I was given a generic pre written response,
as seen below. Read if you want or skip ahead.

"Your forum post was deleted by a moderator.

Reason: Thank you for contacting the Xbox Live Policy & Enforcement Team regarding your recent Party communications difficulties. XBLPET is aware of a situation currently affecting a small number of Xbox One players in which Party chat and in-game
communications may encounter temporary difficulties following the conclusion of a communications suspension. We apologize for the inconvenience that you have experienced, and genuinely appreciate your patience and understanding as we work to resolve this situation.
In an effort to help Xbox gather additional information and resolve this situation"

This basically didn't tell me anything that I didn't already know and it also assumed I had access to the Xbox preview program and should follow these steps to help give feedback on the situation, (which I don't)

So considering I have been unable to communicate in party's or in-games for the past 4 weeks, with no resolution given to me within sight and I'm still paying for a service which is not fully functional, arguably in one the most important features of the
service and wont be able to for the foreseeable future, and also as far as I'm aware will not be receiving compensation. So with no legitimate place make a formal complaint against the service other than on the forums. here I am.

So I feel like this issue will not be resolved by the end of this year and will probably be present going in to 2016 which is utterly ridiculous, I'm also aware of other people that have been dealing with this issue long before I have (for as long as 3 months
already after looking at other posts) so my claim is rather mild in comparison to their claims, still its the same issue that has been present for this long and still hasn't been resolved which goes to show the utter lack of competence not only form the support
team for not being able to:-

1) give a rough idea as to when this issue will be fixed

2) provide compensation to the people who have been affected

as well as the Xbox technical team to be able to fix this issue with relative ease which makes me believe the issue is more complex than has been made clear to me or that this issue is not of a high priority to the team for the issue to be fixed in a hurry.
They use the term "a small number of Xbox One players" as if there is no importance in this issue because its only a small number of people, which is such a bad practice in terms of providing customer support, which is extremely condescending almost making
us out to not be of equal importance to other peoples issues because we are at fault because we did something wrong to get suspended.

So just to clarify as to why I got suspended, I was playing Pool Nation FX in a game of snooker in which I was dominating an opponent who proceeded to rage quit voiding me of my winnings, which if anybody has played Pool Nation FX before and experienced
this can find this extremely irritating considering you place stakes which people should honour. Regardless I sent him a message saying "where you gone ***" and reported them for quitting early, at the time I found it quite humorous because this is a regular
occurrence in this game and happens often so I can see the funny side in it so I leave it at that. But I then sign in the next day to find out I cant send any forms of communications.

Which was fine by me, if they got sensitive and reported me for inappropriate communications (mild profanity at best, of course I meant a cute little *** cat) resulting in a temporary ban on communications for me, however I found it ironic they didn't seem
get and form of repercussion against them as far as I'm aware obviously it hard to tell but still goes to show the lack of competence on behalf of Xbox for deciding to enforce punishment on one thing and ignoring the other, basically exposing more of Xbox
enforcement teams lack of competence with deciding to pick and chose what to enforce and then picking the lesser of two evils so to speak.

The Xbox support team is more or less outdated in the practices and have been zero help in this issue making me waste time by doing troubleshooting for no reason other than to waste time as far as I can tell, as well as being completely inadequate with helping
me resolve this issue, along with being almost robotic with generic pre written responses and the processes they go through to help solve the issue which they very well know will not resolve it. As well as being condescending and unprofessional at times with
their demeanour as if they were trying to shun me and then try to back peddle out of the situation, along with feeding me what they think I want to hear to buy them more time for a fault on their end. As seen below are excerpts from my second IM chat with
a team member



Gil: at 0:20:00

Thanks. I'm so sorry to hear about the contact Joshua, however have you tried making a post on the

forums regarding this?

Gil: at 0:35:18

Thank you for patiently waiting Joshua. I personally apologize if you feel that I was just trying to get

rid of you. I just actually wanted to help since that was the update that given to us. Regarding the

compensation we haven't receive a word regarding it yet but I will have it documented since I

understand how important this feature is.

Surely they must realise that the way this comes across as is not professional it seems condescending especially when dealing with some directly as oppose to communicating at a slower rate on the forums, to then only have my posts deleted. It is a utter
shambles that this mis-communication is present, "the support team say they don't know when it will be fixed because the technical team hasn't given them the information, i will receive and email in 24 to 48 hours which didn't happen and also tell me to post
on the forums, I then get my post deleted. I then engage in a second IM chat to be told the same thing and should post on the forums again and then have a second post go unanswered still to this date" It just seems like the entire support service wouldn't
know an Xbox from a PS4 at this point.

So honestly I'm at my wits end currently and basically have to leave this issue with the seemingly incompetent hand of the teams from Xbox to fix the issue in there own time with no importance or precedent to fixing this issue, so lets just call this the
entirety of my formal complaint against the whole service provided and the complete backwards logic of deciding to continue to suspend people even though the function is flawed, its like saying "hey you're getting sentenced to day in prison because you were
naughty, but we messed up and you accidentally serve 4 weeks and you still will be serving this imprisonment until we can fix this issue, but were sorry about this, Ohh and by the way you're still good to pay for this service right? Ohh and were not going
to give you any word on compensation you will receive to buy us more time and hope you forget about it" Which i probably would if this this issue would actually get fixed but at the moment I feel as though I'm in Xbox's version of
Guantanamo Bay which I'm paying to be here.



Respectfully.

- Josh GT:

:)

 

Unable to communicate in party's or in-game after 24 hour suspension, XBLPET/Official Support Incompetence & Xbox's Outdated Support system (2)

Ok . Thanks HattoriHanzo420

 

Unable to communicate in party's or in-game after 24 hour suspension, XBLPET/Official Support Incompetence & Xbox's Outdated Support system (2)

@ TheoryofGame These aren't personal attacks. These are frustrated customers bringing forth the issues of poor customer service and treatment by you "ambassadors". I'm glad you joined, because you didn't even answer the questions asked in my forum posts
yesterday, you were playing Xbox though. That makes me feel all warm and fuzzy inside. You do know an ambassador is supposed to represent something? Your representation of Xbox has done nothing but to further tarnish Xbox's reputation.

 

im there with u. i got a hilarious answer the other day when i called in to support. i was told to just buy another 1 month gold and use that account to talk on. when i asked if xbox will be supplying this 1 month because i have waited patiently over a month
for the issue to be fixed, i got this answer.

no because you have been using and still can use your account without interference on xbox live.

 

lol @buckshot that sounds truly ridiculous, its like their saying "give us more money while we fix an issue we have, just so you can use a service that doesn't function properly because of us"

If a service doesn't work as fully intended due to a fault from the service provider then the people affected by the issue should be compensated fully, not told "well the service works mostly except for one of the most important features of the service required
for online play and socializing" Could Xbox come up with any more obscene excuses.

To compare, say for instance you pay for a netflix subscription but you don't get any audio and only video, then you contact them about the issue because their service doesn't function properly, but they say just buy another account until we fix this. except
its 100x worse with with an Xbox account due to it being way more personal and persistent.

Xbox has such a horrific customer service model its laughable, I literally tweeted Xbox support enquiring where to make a formal compliant and they sent me mailing address, honestly what is this the 1920's there system is so outdated lmao "I know let me
just pull out my quill and ink and write on a piece of hand pressed paper and attach it to a pigeon to send it by the Xbox offices to make a formal compliant" Its almost like a deterrent in its own right, I bet nobody formally complains if they have to send
letters. Once again just furthering the point that Xbox support is outdated and unprofessional considering they cant even update their practices to the 21st century.

 

Trust me I feel y'all been without comms since October as well and it's my main way of communicating with my friends back in the states and no one at Xbox seems to know wtf is going on with this, it's quite pathetic. It also irritates me to no end to see
Xbox still handing out these communications bans knowing that they're *** people.

 

Hey all,

The team are currently already looking into this issue, and will provide an update as soon as they are able. There really isn't a whole lot that we can do on the forums, other then reiterate the point that they are looking into the issue, and that they will
update you as soon as its fixed.

I know it must be frustrating, but there just isn't anything that can be done until the issue is resolved by the support team.

Cheers

Denaz

 

I have this problem too got the same stupid replays if they knew that this was a problem why are they giving out bans for silly things knowing it's going to cause problems

 

They hand out bans because they know no one can contact them try getting ahold of an enforcement team member they may as well not exist, and they keep laying this claim out that it only includes a small number of players, yet everyday we get more and more
people on here complaining. This issue is great for Microsoft imagine how much money they have made off of people buying new headsets and controllers because they believe it's a hardware malfunction, and don't realize that it's a glitch no one seems to have
an answer or to or wants to fix.

 

Hey all,

They hand out bans because people are breaking the ToU's, and doing so results in a ban. To avoid the ban, you just need to follow the rules and you won't have a problem

Cheers

Denaz

 

@boxcarracer182 This is so true, like i said in my analogy about being imprisoned for a certain amount of time but having to serve longer because of a fault on Xbox's behalf. Xbox definitely should not be enforcing a temporary suspension if its far from
a temporary suspension, it just goes to show how misleading this whole situation is and deceiving the support team seems when trying to get answers for a fix as well as answers for any form of compensation that should be received, such a poor disappointing
business practice from the entirety of Xbox.

@denaz666 You're right nothing can be done on the forums except this is the only place why I can make my point be heard about the utter lack of competence dealing with the support team as well as trying to gauge other peoples opinions who are affected by
the same issue.

So for future reference read the initial post before coming in and being all polite and grammatically correct answering a question that every single person in this post has already been told, and that nobody in this post is asking, it looks completely condescending
and misinformed on your behalf, and honestly is laughable considering you think you're trying to help but in actuality you are only stressing a point that has already been made abundantly clear to us "you don't know when it will be fixed and were probably
not going to get compensated"

Plus you go on to say "They hand out bans because people are breaking the ToU's, and doing so results in a ban. To avoid the ban, you just need to follow the rules and you won't have a problem " which is the worst possible thing you could have said but
your basically implying that we shouldn't break the ToU's which I think we all know is justified leading to why we got suspended, I even found humorous, but then try to pass the blame on to us like its not Xbox's fault for being unable to correctly enforce
a suspension without a fault incurring after its been served, it is complete backwards logic and you should do yourself a favour and shouldn't comment in posts where you come across as being a condescending with your sarcastic smiley face at the end of a clearly
sarcastic remark. What a utter joke that Xbox stands behind you as an ambassador on the forums and you word is "supposedly valued" which is pathetic.

@bigjonny83 Quite right they should enforce anything as long as the enforcement system is evidently flawed, and apparently has no easy way of being resolved considering it takes this long to rectify and that so many are affected by the issue. Instead we
get "Denaz "mr state the obvious" 666" over here telling us things we already know and not have not been asked and being condescending and sarcastic in his demeanour and the remarks he made. GG Xbox, once again furthering your professional stance on dealing
with this issue.