Xbox One Christmas FAIL

Hi Team,

***THE PROBLEM***

I received an xbox one for christmas upon opening and running through the initial setup it offered 1 month free xbox live subscription. I then proceeded to take up on this however every time i completed the process it kept going back to add billing information.
to which the only way to move forward and actually play the xbox one was to skip this. I then proceeded to purchase 12 months xbox live member ship in the view someone from accounts could add the extra month initially offered to my existing subscription.

After using the live help for xbox (1 hour and 12mins later) i was informed he was not able to apply the additional month to my xbox live account but instead to a new account which i do not want as all my history will be on the current account. I cannot
believe that Microsoft cannot add the additional month to my current subscription, the fact that the console would not let me actually use the free month it was offering was bad enough.

Is there really no way to have this additional month added to my paid subscription? this really has been ridiculous.

CHAT LOG BELOW

Chard: Thank you for contacting Xbox Customer Support. My name is Chard. How may I help you today?

you: I could not activate the free month for Xbox live when I went through the setup process, it did let me pay 79.95 for 12 months which is fine but I would like the additional month added to my account

Chard: I see. I can definitely help you with your issue. Let me go ahead and pull up your account so we can have this fix.

Chard: Before we begin, may you please provide me the Microsoft email address that is associated with your Xbox account?

you: [Mod removed]

Chard: Thank you Glen. Did you receive the verification codes I've sent to your phone number and email address linked to your gamertag? I need to have either of the codes to verify your account.

you: [Mod removed]

Chard: Thank you for the information Glen.

Chard: I am currently reviewing you account. Do you mind staying on hold for 2 minutes while I check my resources?

you: No worries

Chard: Thank you.

Chard: Thank you for waiting Glen.

Chard: Yes you are correct that there is a Charge for the Xbox live gold for 79.95 on the card
[Mod removed]

Chard: I will need the code for me to check the status of it and will remove the charged on your card if the code is active.

you: That's is fine to be on there I just want the extra free month offered added to my already 12 month subscription

Chard: Okay. Can I have the code so that I can check the status of it?

you: I don't have a code, when the Xbox was first opened, turned on and it runs you through the setup process it offers the user a free month to Xbox live, I tried to get this however it did not work later I paid for 12
months and I just want that extra month added to my already purchased subscription

Chard: I see. Let me check on how we can put the free month for your current subscription. Your patience is appreciated. I will get back to you in 2 minutes.

Chard: Thank you for patiently waiting Glen.

Chard: I am sorry for the long hold. I have checked the information about the free trial if we can stack it up to your current subscription.

Chard: The system will no longer allow to stack up the free trial of your subscription to the current one. The only way is for you to have a new Microsoft account so that you can take advantage of the free month trial with the new account.

you: There is no way to add this to my existing account?

Chard: Since the new 12 Month Subscription had already take effect, the system will no longer allow it but if you will create a new Microsoft account using the same console, you will be able to have a free trial for a subscription.

you: I don't want to apply to another account as all my history will be on the one I signed up with, I know it's not your fault Chard but this is completely unacceptable, the system firstly kept on not letting me start the
free month and now I cannot even add it is there someone this can be escalated too as I very disappointed with this result

Chard: let me check for other options on how we can rectify this for you. I appreciate your patience , again please stay on the chat line while I'll look on this matter.

you: Thanks Chard

Chard: Not a problem Glen.

Chard: I am still looking for other information on how we can help you with this. Please stay on the line.

you: Ok

Chard: Thank you.

Chard: Thank you patiently waiting Glen and I apologize for the long hold.

Chard: *for

Chard: I have checked all the information and even tried to stack up the free trial on your current subscription but the system is not allowing me to do. The only option is to have a new Microsoft account since every account is entitled to
have a free trial subscription.

you: Thanks Chard, understand from you side there is not much you can do however what's the best way to escalate this issue as I think Microsoft needs to allow for this. I surely cannot be the first person this has happened
to.

Chard: I can give the link for the warranty information of your console. this includes all the information you need. Just click on the link and it will direct you to the page.

Chard: Oh I'm sorry about that. That was for the other customer.

you: Great does this include an email or directed to someone in the technical area of Microsoft?

Chard: You can go to the forum and log in using your account and post your comment.

Chard: The Microsoft IT and other higher person can see your suggestion and will thoroughly review and will have to find solution for this issue.

you: Is there no email for technical support on Xbox live that I can contact

Chard: Yes I can provide you the phone support number.

you: An email would be preferable so that I can attach this history as to not re-explain everything

Chard: 1800 555 741 for Australia phone support. They can also provide you the email support.

you: Even a complaints email would suffice

Chard: I definitely understand you frustrations Glen, I know how you must be feeling right now but you don't have to worry. I will also let the management know about this concern to be able to help other customers that has the same issue
as yours.

you: Thanks Chard, understand your hands are tied. It's a really just to make a point now. I will escalate and hopefully others do not have to go through this issue.

Chard: Aside from this, do you have any other concerns or questions, while I'm here?

info: Your chat transcript will be sent to
[Mod removed] at the end of your chat.

you: No thanks Chard that is all

Chard: I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, I would appreciate if you'd click on the 'Close chat' button on the upper right hand corner of the chat window. Enjoy the rest of your
night!

you: Will do, u 2

:)

 

External HDD not recognised on startup (intermittently)

***Update****

Third Xbox One since Christmas.....So far no issues what so ever. External HDD working fine and showing everytime......Hopefully I have a good one now and it doesnt fail me.

 

Is the XBox one Disc drive Failure overblown?

Mine was starting to fail a few weeks after purchase last Christmas, I called Microsoft and they had me exchange it at a Microsoft store. Its been perfect for almost exactly one year.

 

Trials cannot be added upon an existing subscription as trials do not stack. Example, you have several 48 hour live gold codes, if you use them all at the same time it would just be a waste since they don't stack, same if you already have a subscription
and redeem them, you just loose them.

It's the way the system works

 

The add billing info has always been on the free trial. However, you should be able to remove the billing info after you sign up. In regard to using it after signing up for 12 months: There should have also been a terms of service that came up as you were
creating the free trial. Within it, it should state something like: This promotional one time use card cannot be added to an existing Xbox Live gold membership.

 

Thanks for your reply's , yep that free month is gone, what bothered me is the Xbox one not allowing me to use it in the first place, it has done this with other things I have tried to purchase (keeps looping to the add billing screen) I have read about
this issue on reddit where there solution is to keep cycling through the add billing which does eventually work but really is not good enough for a next gen console.

On top of this my mate told me you can Xbox live for around $43 instead of the 79.95 I paid in case anyone is interested just type Xbox live gold in Google and then go to shopping, company called gx or the like.

Thanks again for the prompt replys

 

That was my first thought too, reading your post: $79.95?? The poor guy got ripped off!! :-(

I bought an XB1 for Xmas too, MS bundled it with 2 weeks free Live Gold, and the retailer added another voucher for 1 month free. I stupidly activated the 2-week one first, and THEN learned you can't stack them. Not really a "LOL" ending, but....lol.

 

In other words, if you got a free subscription with a console and a good deal on gold comes along it won't stack either? Or will it? If someone could answer it would be wonderful!

 

@EnragedBag37

If you have a free trial subscription and you get gold it will activate but the remaining time you had left on the free trial subscription will be gone