Xbox Customer Service Bad Experience

Good evening Xbox and fellow users,

Okay so let us start with the back story to this. Today 19Dec2014, about 0023hours EST, I contacted the Support to a live agent. My issue was an E79 error that once i was able to get past with the RT+Y button, save my data to a USB, then reformat the drive,
I was able to install the latest system update to the console due to it constantly freezing each time It "downloaded". The update was applied once I put the update on a separate USB, which led to me being able to successfully log into the xbox AND get onto
the dashboard, LIVE and all. Figuring everything was all good, I turned off the system, removed the USB with the update and then turned it on again. The system was trying to update and gave me this error, which was a C000 error which according to your one
help post said something was wrong with my xbox storage and I had to contact support.

Im running the 1st gen xbox 360. I take pretty good care of it by cleaning it, making sure its in a nice ventilated area and the whole nine yards.

So I contact support, but prior to this, I had not only typed in the full error, I also mentioned briefly the problem. So I wait, and get connected to a member, which I realize I am doing so after the hours, but then get talked to like I have no idea what
I am doing. Instead of reading the comment that I had taken the time to type in along with the full error code I get asked my problem (perhaps after hours they don't get the message from the ticket?). Whatever, I go with the flow, explain what I did, and then
get asked to REPEAT everything I just said I did. WHY? It was as if I was talking to a robot with fully automated responses (Which I wouldnt be surprised given technology today) but I keep giving more and more information about what I did, and nothing seems
to be going through with them...nothing! I get told the update was not installed and that I need to update in order to connect to Live...which is the last straw since I already had said I had updated (via USB) and was able to connect to LIVE, which I know
it was on live if I was able to look at the xbox gold deals and all the ads were in place, as well as look at my messages. I was then told my device has to go for repair and am told some ludicrous charges of $100.00...End of customer service.

So questions xbox, it be great to hear back from you.

1) Literally first gen xbox, why the heck is it still 100 bucks for a repair on a system that is probably worth that much or less?

2) Now I know you have hours and probably use a third party service to take care of people 24/7, but can you address their issue of treating people like they know nothing, or at least have them ask if you have attempted in any troubleshooting? This is almost
as bad as when I called DELL and told the person everything I did and was told to follow what he said, which was exactly what I just told him I did...

END RANT

Total experience...whatever you rate as the lowest of quality

-BT22

:)

 

Bad customer service experience

Genesis, appreciate the suggestion. I did try and still no luck. Apparently my claims are baseless w/o a receipt. While I understand their approach from a business standpoint, I have to say it really sucks for me (and apparently other people as well)
as a consumer. The best MS support gave me was, "buy another controller". Not a lot of incentive for me to waste another $60 on a controller that will probably break too soon, only to be told to buy another one...again. I know there's nothing you can do
about it, but man, it is frustrating.

 

Bad customer service experience

Wrong when a customer service agent has one job the agent failed. The agents job is to respond to all questions in a healpful manner and when a person states a fact and the other person the customer service agent says the opposite saying he is stating a
fact the agent is calling the customer a liar. A good customer service agent will show empty when dealing with a customer. A professional customer service agent will try to defuse the situation unfortunately this agent did not even attempt to at all. When
the agent continued after I said bye with anything other than an apology then saying what he said is wrong. I the customer did not ask for anything free the customer service agent said it when he summed the call up. By the agent failing at a basic customer
service level he cost the companie a customer that is posting everywhere about this junk controller and how customer service deals with customers. i want to make sure that you know this for the future before responding the grips are sold as a feature to help
with performance on the elite controller

 

Hi there!

I cannot answer your questions fully because the only people that really know are employees. But I could probably say that the reason the repairs cost so much is due to Parts and Labor. While the cost of the system dropped, the cost of parts/labor may not
have.

Also, regarding the agents you spoke with. I've been in that situation before, on both sides (prior call-center agent for a company). Sometimes, it is unclear what previous agents did, or if updates had worked or been corrupt, etc. I've had several experiences
where I asked individuals that "despite what you've already tried, try this with me and lets see if it resolves the issue". And 80% of the time, it resolved the problem.

If you ever feel you're being mistreated as a customer, you may ask to speak to a supervisor, but don't abuse that option. It is a last-resort option to get your problem resolved before hanging up. Their managers/supervisors are busy individuals, and have
other things they're also working on too. Just be mindful.

 

Hello Black,

I'm sorry you had a bad experience with Xbox Live Support ;however, you do have to keep in mind one of the down sides to an older game system is the cost to keep it repaired. Yes, It's a pain in the butt but I also had a older version and upgraded to the
newer one as mine over heated. May I make a suggest and visit the local pawn shop or store you can find a good xbox 360 for under 100.00 with no issues that's how I got mine and I only spent 59.00 at the pawn shop. If you don't wish to have it repaired this
may be another option for you.

 

Actually, it's probably not this guy's system that's the problem. I have a 360 Slim that's fairly new, but out of the warranty timeframe. A dashboard update, which Xbox forces you to do, killed my system, which operated perfectly fine up until the very moment
the update was installed.

Then, Xbox reps have the audacity to tell you to send in your system, which they just bricked, along with $90 to fix what they did to you. And, yes, I mean that in the strictest sense: Xbox is sending kill-codes to these systems to make you have to spend
money.