Xbox Live Chat Support doesn't know what they are doing.

Hi, thanks for visiting Xbox Support! I'm Vienna D..

11:28 pm


Vienna D.We know that you have been waiting in line and we appreciate your patience in staying with us.



How are you doing today?


11:28 pm

Me Im ok, other than my code not working

11:28 pm


Me even though its technically before the expiration

11:28 pm


Vienna D.I am glad to hear that you’re doing fine, Dwayne.

11:29 pm


Vienna D.I understand your concern and I am glad you contacted us for support right away for this matter.

Microsoft would also want you to continue to enjoy your Xbox Live experience. We are totally with you on this until we sort this out.

Before anything else, let me check on the account to take note of the matter. May I know the Gamertag please?

11:29 pm


Me

11:29 pm


Vienna D.Thank you so much.

11:30 pm


Vienna D.Can you please verify to me the EA Access code you have so we can validate it here?

11:30 pm


Me Code Censored.

11:31 pm


Vienna D.Thank you.

11:32 pm


Vienna D.I checked on the code here and verified its Active, the EA Access Free Prepaid 1 Month.

11:33 pm


Vienna D.May I know where did you try redeeming the code, is it online or through the console?

11:33 pm


Me through the console

11:34 pm


Vienna D.Can you try redeeming the code online?

11:36 pm


Me the problem is, when i redeemed the code it gave me a timestamp that states its 04:19 2016/10/15 and the expiration on the card is the 14th. i could try but i believe the result will be the same

11:37 pm


Me i tried and received the same message

11:38 pm


Me Xbos-0x801613F1

d98cd7f2-15a0-4159-9a55-eaba1d0b630b

2016/10/15 - 04:38:32 UTC

11:38 pm


Me that is the message i recieved

11:39 pm


Me the current time in Iowa is 11:39 2016/10/14

11:39 pm


Vienna D.[b]Oh I see.

11:39 pm[/b]

[b]
Vienna D.[b]Thanks for trying, Dwayne.

11:40 pm[/b]

[b]
Vienna D.[b]Let's go ahead and perform some troubleshooting steps on your console to try resolving the issue.

11:40 pm[/b]

[b]
Me [b]um no.... obviously the issue is that the system that i am redeeming the card on is using the above timestamp that i provided. and the card says that the offer expires on the 14th of October.... and it is still the 14th of October

11:41 pm[/b]

[b]
Me [b]but the system that it is checking against it says it is the 15th of October

11:42 pm[/b]

[b]
Vienna D.[b]May I know where did you purchase the EA Access code?

11:43 pm[/b]

[b]
Me [b]It was included with the preorder of Fifa 17

11:43 pm[/b]

[b]
Vienna D.[b]Oh I see.

11:43 pm[/b]

[b]
Vienna D.[b]I will take note of that here.

11:44 pm[/b]

[b]
Vienna D.[b]No worries as we should be able to further help you on this, here's what I will do for you.

11:44 pm[/b]

[b]
Vienna D.[b]I will create here a case number for us to back you up regarding the matter so that you can contact Electronic Arts (EA) and they should be able to check on this for us to help you redeem your EA Access code.

Here's your case number, [b]1359145957[/b].

You should be able to contact them via this link:[url][URL]https://account.origin.com/cp-ui/redemption/index?gameId=ebisu&locale=en_US[/URL][/url]

11:47 pm[/b]

[b]
Me [b]Really?

11:47 pm[/b]

[b]
Me [b]It expires in 13 minutes and theres nothing you can do?

11:47 pm[/b]

[b]
Me [b]so i can redeem the code on xbox and buy the subscription from xbox but you cant activate the subscription for me?

11:48 pm[/b]

[b]
Vienna D.[b]May I know where did you purchase your FIFA 17 Pre-order?

11:48 pm[/b]

[b]
Me [b]From the xbox store...

11:49 pm[/b]

[b]
Vienna D.[b]Thanks for verifying that.

11:50 pm[/b]

[b]
Vienna D.[b]Normally the free EA Access code bundle with the game pre-order purchased on Xbox store doesn't have an expiration.

11:52 pm[/b]

[b]
Vienna D.[b]However, since the one that you got does have an expiration, the best option we have is you contact our promotions team so they can check on this for us to help you redeem your EA Access code or replace it with a new one.

You should be able to contact them via this link:[url][URL]http://forums.xbox.com/xbox_support/xbox_one_support/f/4272.aspx[/URL][/url]

11:53 pm[/b]

[b]
Me [b]wow it is going to be expired before i even get to talk to someone can help.... you could have directed me there 20 minutes ago!

11:54 pm[/b]

[b]
Me [b]and that link you gave me just directed me to a Forum

11:55 pm[/b]

[b]
Vienna D.[b]Yes, please sign in on there so you can see the option to create a thread or make a post regarding the matter.

11:56 pm[/b]

[b]
Me [b]Are you kidding me!?

11:56 pm[/b]

[b]
Me [b]Im not doing all that work to rectify a problem that has nothing to do with me and is 100% Xbox's Fault... there is no reason that you should not be able to take care of this right now! I shouldnt have to wait multiple days for this to be resolved

11:57 pm[/b]

[b]
Vienna D.[b]As much as I would love to help you on this Dwayne, however this is being handled by our promotions support since the EA Access code you got was part of FIFA 17 Pre-order's promotion.

11:59 pm[/b]

[b]
Me[b] Great... So now I have to go through the process of creating a post that I have no clue if anyone even reads them and wait multiple days for something that Xbox promised me.... not some promotion team... Xbox.... the company you work for. So much for
Microsoft Answer Tech... you have only provided more questions.

12:02 am[/b]

[b]
Me [b]Level X

XboxStaff

Posted 17 Nov 2013 4:02 PM

Hello everyone!

All future Xbox Live Rewards inquiries and issues will be addressed by the Gamertag XBLRewards0 (denoted with an X CUL) whom you may contact directly by posting in the new Xbox Rewards Support forums.

The Misters and Misses of the Xbox Forum Support team (denoted with the S CUL) will no longer be part of the official Rewards support process.

Inquiries may also be directed to @XboxLIVErewards or @XboxSupport.

If you send private messages to the Xbox Forum Support agents about Xbox LIVE Rewards, you will simply be instructed to post in the Rewards forums.

The Misters and Misses will continue supporting all other Xbox Live Promotions. This includes any promotions available online and on the Xbox Live Dashboard that are not involved with Xbox Live Rewards

12:03 am[/b]

[b]
Me [b]What is that about

12:03 am[/b]

[b]
Vienna D.[b]As for that, if you have concerns regarding your Xbox Live Rewards, it will be addressed by the Gamertag XBLRewards0 (denoted with an X CUL) whom you may contact directly by posting in the new Xbox Rewards Support forums site.

12:05 am[/b]

[b]
Me [b]So you cannot simply activate a month of Ea Access for me from where you are... Considering you have confirmed the Code and its origin? Yes or No

12:06 am[/b]

[b]
Vienna D.[b]I'm afraid not since EA Access is a third party subscription which we do not have access to its server. That's why we have the Promotions team who can handle on this for us when it comes to promotions that involves third parties so there's no
need for us to contact the third party support.

12:07 am[/b]

[b]
Me [b]Ok but the code came from Xbox, The pre order was through Xbox, everything was through Xbox, You're not making any sense. plus you asked me to post a thread on Xbox Forums....

12:09 am[/b]

[b]
Me[b] You're telling me you can't provide a new code that will work?

12:09 am[/b]

[b]
Vienna D.[b]Exactly, since the promotion is provided by Xbox even though it is a third party subscription, we have the Promotions team who handles this for us.

12:10 am[/b]

[b]
Vienna D.[b]If only we have the option here to provide you a code to replace the one you have, I would have already done so.

12:11 am[/b]

[b]
Me [b]For some reason during this 30 minute conversation... the fact that we have just now arrived at this conclusion tells me that you also just figured out you can't do that otherwise you would have told me all of this information from the start... I had
to pry and pull all of this information from you and have wasted my time....

12:15 am[/b]

[b]
Me [b]and your time

12:15 am[/b]

[b]
Me [b]not to mention the forums that you sent me to are read only

12:15 am[/b]

[b]
Vienna D.[b]This is the first time we have encountered this issue because normally the free EA Access code bundle with the game pre-order purchased on Xbox store doesn't have an expiration.

And we wanted to make sure that you will be directed on the right support team to have this addressed.

12:16 am[/b]

[b]
Me [b]the forums suggest that i try the twitter team... and if i dont want to do that it suggests that i contact you

12:16 am[/b]

[b]
Me[b]You told me to go to the forums.... the forum is telling me to contact xbox support

12:18 am[/b]

[b]
Me [b]While the forums are in Read-Only Mode, if you need assistance, please do not hesitate to reach out to the awesome Twitter team, @XboxSupport. If you'd prefer to use a different method, please feel encouraged to use the Contact Us page to find what
works best for you. ((Side Note: If you haven't tried chatting with an Ambassador yet, they're pretty awesome. =D))

12:19 am[/b]

[b]
Me [b][url][URL]http://forums.xbox.com/xbox_support/xbox_one_support/f/4266/t/2214020.aspx[/URL][/url]

12:19 am[/b]

[b]
Me [b]you can check it out for yourself

12:19 am[/b]

[b]
Vienna D.[b]Yes we can see that here. However, we advised you to sign in on the forums so you can see the option to make a post on their forums page or create a thread so you can provide the details of the matter.

12:20 am[/b]

[b]
Me [b]OMG to you not understand that the forums are being rebuilt and NOBODY is able to post anything... It is READ ONLY

12:21 am[/b]

[b]
Me [b]I am signed in and this is what it is telling me

12:21 am[/b]

[b]
Me [b]Click on that URL and read that because clearly you don't know

12:23 am[/b]

[b]
Vienna D.[b]We were able to verify here that the promotions forums site is undergoing a maintenance/update.

If you can kindly try it again in few hours to give us time for the update to complete, we would greatly appreciate that. We thank you for your wide understanding.

12:25 am[/b]

[b]
Me[b] OMG Are you kidding... It clearly states that it will take DAYS....

12:25 am[/b]

[b]
Me[b] How could I Possibly gather all of this information and repeat it back to you before you could even verify it.... I didnt need you to verify it. I already knew that...

12:26 am[/b]

[b]
Me [b]And i dont have "wide understanding" Im Pissed that i know more about your support system than you do

12:26 am[/b]

[b]
Me [b]I will be Copying this entire conversation and be posting it on the forums in a few days when they are available again...

12:27 am[/b]

[b]
Vienna D.[b]I completely understand and feel you on this, Dwayne. As much as I would love to help you on this, the things we can do here are also limited and for promotional codes that are not working, this is only being handled by the promotions support
team.

12:29 am[/b]

[b]
Me [b]Im over that now... The problem is you don't know what the **** is going on... Ive wasted 45 minutes of my time and yours when you could have just told me there is nothing anyone can do for a few days

12:30 am[/b]

[b]
Me [b]and that it is entirely out of your hands.

12:30 am[/b]

[b]
Me [b]but you dragged this on and on and on.

12:30 am[/b]

[b]
Me [b]Goodbye.... At least you learned something today... check your own suggestions before handing them out to people.

12:31 am[/b]

[b]
Me [b]BTW you should probably get ahead of this one and talk to your supervisor

12:34 am[/b]

[b]
Vienna D.[b]Yes, I have consulted my Supervisor and he's the one who advised me the option we have on this.

12:35 am[/b]

[b]
Me [b]What option? Post on the forums that are shut down for a couple days? or what option

12:36 am[/b]

[b]
Vienna D.[b]That is to contact the Promotions team so they can check on this for us.

12:37 am[/b]

[b]
Me[b] OMG I CANT It is literally impossible

12:37 am[/b]

[b]
Vienna D.[b]The promotions forums should be working back as it normally takes 24 hours when doing update/maintenance.

12:39 am[/b]

[b]
Me[b] Seriously click the URL i sent.... IT STATE THAT IT WILL TAKE A FEW DAYS FOR THE SITE TO BE AVAILABLE AGAIN

12:39 am[/b]

[b]
Vienna D.[b]I'm afraid that's the best option we have on this, Dwayne.

12:41 am[/b]

[b]
Vienna D.[b]Have I addressed all your concerns for today?

12:41 am[/b]

[b]
Me [b]NO not in the least! You told me to go to the Forums... The forums told me to contact This Service.. now you tell me to go to the forums... the forums tell me to talk to this service

12:43 am[/b]

[/b]
[b][b]Me [b]The Best option you have is no solution... just wait a few days...

12:43 am

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:)

 

Got banned from nothing???

Phone/chat support are nothing to do with xbox live enforcement so it doesn't matter what they think

 

Beta Preview Testing

I'm just doing what Xbox live chat support told me to do