Xbox customer service needs an overhaul.

I hate posting stuff like this, but I'm frustrated and have basically been told there aren't any other options other than posting it on the forums - so here goes.

Like the title says, Xbox customer service needs an overhaul. In nearly 14 years of Xbox (Original Xbox to today) there has seemingly been very little improvement on your customer facing agents, in terms of training or expertise. Don't get me wrong,
there have been improvements from Xbox to get the community more involved, but when a person needs to contact technical support or customer service, it’s like pulling teeth.

Lately I've taken to using chat support because there are few things more infuriating then being disconnected 3 or 4 times when trying to talk to Xbox. I seriously question the hiring practices that you guys employ for agents. It seems to me that anyone
who speaks to customers should have a fair grasp of how English works, and it honestly seems like many of your agents don't. Almost to the point that I question whether or not they're using translation software. Below this post is an excerpt of my conversation
with a representative this morning. This is indicative of nearly all my interactions with Xbox via chat.

What I'm looking for out of this post is someone with any sort of actual authority in the matter to say what's being done to make this better for customers. I doubt it'll ever happen, but honestly it would be pretty amazing. I’m not talking about things
like xbox.uservoice.com – where feedback goes to die. That may be harsh, but looking at that page after the suggestion by a support representative kind of proved my point. It’s essentially a place where people can go to make suggestions which may or may not
be heard, but we don’t actually know whether it makes a difference or not.

I'm a huge advocate of Microsoft - I'm not just trying to be a whiner or a troll. There are few things Microsoft offers that I don't already have. I have all of the consoles, (2 Xbox Ones included), I'm an ambassador, I'm in the dashboard preview,
the Windows 10 technical preview, I'll be in the Cortana preview for Android if I'm approved (I'd be using Windows Phone but the only hardware I'd want to buy isn't offered in Canada. :/) I have a Surface Pro 3. I subscribe to Office 365, even though I could
buy Office through work for much cheaper, I’d rather support the company and get the latest and greatest.

So I love what the company offers, and I really believe Xbox is the best place for gaming, but when something goes bad, we want you support there to be the expert. We want you there to have our backs, to make us feel like you’re genuinely going to
do everything to get it sorted out and get us back in the game. We want to feel confident in the people we’re talking to and that goes beyond the pre-scripted statements that you guys use saying we can “rest assured” that you’ll get our issues resolved. We
want to feel like we can rest assured that you’re there to help. Until major changes happen within Xbox (and the greater Microsoft support organization as a whole) I for one can’t. The I contacted them about today was relatively small – I’ve had massive problems
before and undergone months of the same scripted communications followed by let downs. I know I’m not alone.

Matt

:)

 

Awful MS Support

Just noticed...
Broken Xbox One Controller Leads to Questionable Customer Service | Game Front

 

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Apparently I can’t edit, and Edge keeps reloading the page when trying to type in this box. Super annoying. I digress. Here’s excerpts from the transcript:

“Does your controllers still within the 90 days warranty?”

“While we are checking the account, Matthew, may I know if when does the issue started?”

“Would it be fine with you that we will going to update your controller?”

“Does the Sunset Overdrive Console also out of warranty?”

You may have to spend for one leg-shipping in sending the faulty controller to the shipping courier. And we'll take care in shipping the new one to you.

“With the controller that doesn't turn on, when does the issue started?”

“Therefore, if you would just allow us to process this for you, then we can go ahead and be able to send you a two new controller.”

“We will going to properly document the issue so that this will also be reviewed by the Engineering Team.”

This isn't to shame or otherwise embarrass any specific rep, but to show a common thread between reps. Nearly every interaction I've had with support is similar.

 

Well you should know that no MS officials read this thread, just a bunch of users like you. Don't know if there is any place to leave feedback, but it isn't here. Honestly i don't think they want to hear any feedback. And you're probably right about translation
software. All the reps are most likely from India or Asia getting paid a dollar a day and don't even speak English.

 

Nah, there isn't anywhere to leave that kind of feedback. So, I posted it here and shared the link on related Microsoft twitter pages. Maybe someone will read it. Unlikely but meh.