Unable to reach representatives... phone system broken

Daniel4784383 · Sep 23, 2023

I am blocked from 'requesting callback' after 3 times today.

First time I called in I spoke with rep and then supervisor about my warranty issue. They recommended I try something and that they would call me back after, within an hour.

I tried it, and they never called me back.

So I requested a second callback, with the system telling me it would be 'within 1 minute'. After 5 minutes without a callback happening I hit the button again.

A few minutes later, phone rang, and I started through tree to rep. then, second call came through, so I sent it to voicemail.

Spoke with rep, and they put me on hold. After 10 minutes with them not coming back, I hung up to call back in.

System told me that I couldn't request any more callbacks today, and would have to wait for tomorrow.

No option to chat with a rep, and the supervisor still hasn't called me back (2 hours late now).

So, I basically just can't try to resolve my issue any more today.

I'd understand if someone was blowing up the phones, or being abusive, but I literally just ran into two technical issues and then got blocked.

This is basically a new low in warranty support -- preventing the consumers from even being able to talk to the representatives.

:)

CarTzy

Hello Daniel4784383,

I do apologize for the experience so far. Since this has been escalated to Microsoft Rangers, I recommend that we wait for an update from them. Thank you for your patience. You may also provide feedback to Xbox by following the guide here: Provide feedback to Team Xbox | Xbox Support

CarTzy

Hello Daniel4784383,

Thank you for posting in the Microsoft Community.

We apologize for the inconvenience you have experienced with your warranty issue. We understand how frustrating it can be to not receive a callback from our representatives or to be blocked from requesting more callbacks.

We are working hard to improve our callback system and to ensure that every customer receives timely and quality service. However, sometimes technical issues or high call volumes may prevent us from reaching you as soon as we would like.

Please do not attempt to request more callbacks today, as this may cause further delays or errors in our system. Instead, we kindly ask you to wait until tomorrow and try again. Alternatively, you can visit our website and use the chat option to connect with a representative online. You can also check Getting your Xbox device serviced | Xbox Support for possible solutions to your warranty issue.

We appreciate your patience and understanding as we try to resolve your issue as quickly as possible. Thank you for choosing Xbox and have a great day.

Daniel4784383

I did wait to today (I had no choice).

When I tried to get a callback this morning, the system still had me blocked.

The supervisor never called me back.

I was able to finally get through to someone by phone by using the 'chat with gamers' option and the person on there gave me a link to a live chat. the live chat person had a supervisor call me.

At this point, I am now 10 hours into trying to get the warranty replacement to happen. I have spoken with four reps, and two supervisors. It was escalated to Bean in escalation who disconnected with me after 10 minutes.

I then got back onto live chat and a new rep is helping me sort it all out. She had to escalate it to the Microsoft Rangers, because apparently someone I spoke with today deleted the registration for my device.

I am at the point of just laughing my butt off about the horrible customer service. There is no way that this series of horrible can just happen or be technical issues...

DefectiveFaerie

Due to the sensitive and private information contained in your account it will need to be looked at by a phone representative to answer your question.

You can reach phone support at (1-800-4MY-XBOX) - A representative will be able to take a look at your account and help you determine the cause and if there's anything that can be done.

XBF Lance J

Hey SidNowe,

Thank you for reaching out. If you are unable to reach our support site, try giving us a call at
0800 891 9835. Make sure to explain the situation to the representative. Hope this helps!

Unable to reach representatives... phone system broken