Xbox Support = Frustrating

KeithDuperreault · Mar 25, 2020

I have now surpassed 7 hours trying to get hold of a live person at the Xbox support line.

Yes they have staff working currently.

Online request for a call back fails after 1 minute and you can never actually leave your number for the return call.

The online chat system puts you in line for the next agent. I look and see 10 people ahead of me in line.. so I wait. I keep busy and an eye on the screen. 1.5 hours pass and I get curious so I try to get in line over my phone browser.
I am met with "0 people in line ahead of you". [mod removed]? I check my laptop... still hasn't connected me. I go ahead on my phone and I am put in line... and it never connects me to anyone,

I waste hours trying and trying. No physical numbers are letting me through to a person. They only direct me to the website.

I find an oddball number from a webpage last updated in 2013. Turns out its an actual Xbox number. I am able to leave a callback request there.

70 minutes later I get a English-as-second-language service rep. Its 6:20pm by this time and I am beyond frustrated. The rep keeps misunderstanding the reason I am calling. Eventually she says she is transferring me to tech support.
I insist it has to be a live person. She guarantees it is. Its now 6:31pm. She transfers me....

...to a department that closed at 6:30pm. I am met with "please call back during regular business hours" and the call drops.

I am enraged.

I track down a number for Microsoft Store support since that concerns why I am calling them... and am currently sitting on hold with a department there.. now 7:13pm.

This has been some of the most frustrating service I've ever experienced. There are people there... I can see the online chat lines, I've even spoken to one of them. I started this journey at 11:30am.

This is no longer just a simple tech problem... this is a crusade that will determine whether a decade long Xbox client remains a customer or not.

Beware Xbox/Microsoft support. A steaming bag of [mod removed] would be a better support option at this time.

- Is there a magic handshake that I'm missing? A secret passphrase? This cant be the extent of it...

:)

KeithDuperreault

This is not about the forum mods. I realize you are volunteers. This is about actual official paid tech support/call center staff at the company in departments concerning billing issues.

The people you are supposed to be able to reach from the phone numbers and links on the Xbox Support page.

As I am typing this... the Microsoft Store assistance line I have been on hold with just disconnected me after a 1+ hour wait. I just phoned back to get "We are closed".

So Officially its been over 8 hours.

Unfortunately I do not believe the issue is anything you would be able to help me with as a forum mod.

I'm just trying random shots in the dark to see if I'm doing something wrong. I get that with the global crisis things are slow or backed up... but if it takes 8+ hours to try and speak to a live person and I still haven't been able to, maybe the company
should consider some extra options for contact since the current ones are straight-up failing (Callbacks that crash before you can leave your return info, online chats with 0 people in line that never connect you to anyone)

Njal the Blue

You have to take in the current pandemic that is hitting the planet. I can understand your frustration but support have duty of care to their staff. Their will also be an increase in support traffic too, at this time due to more people being at home and
online gaming. https://answers.microsoft.com/en-us...covid-19/1ec31bb4-b36d-4c90-9360-adc66c4e4275

brandiesel1

For me personally I've always found the online chat to be quicker (usually only a few minutes wait) and just as good if not better than speaking to someone. Most times on the phone I do not understand them or they don't understand me.

Also, you have to take in to account the current situation around the world. Loads of places are working with a much smaller staff. Since a lot more people are home and I'm sure MS services are being used more, it's possible they are extremely behind. It's
a bad situation for everyone so lets hope there's an end in sight.

SeaOfSelena

Hello KeithDuperreault!

I am so sorry to hear about your situation. That does sound like a very frustrating experience. I assure you Xbox support is always trying their best to help with your needs! You may not know this but we are volunteers who do not get paid to help but choose
to do so, so that way we can lend a hand to our fellow gamers. We are currently experiencing a higher amount of gamers in need of our assistance during this global pandemic going on. I promise one way or another, we will get your issues straightened out!

May I know what your original issue was so I can try to help you?

Thank you in advance!

-Selena

auburnlaw

Dude, I was a cop, don't try to tell me what they do and don't do. You are wrong. And, FYI, I have solved crimes INSTANTLY and have returned property INSTANTLY. I've been to domestics and made arrests on the spot. I have caught and arrested shop lifters
within minutes of the store calling AND returned the shop lifted items the same day.

YOU DO NOT KNOW WHAT YOU ARE TALKING ABOUT.

I HAVE SOLVED CRIMES AND CAUGHT CRIMINALS, HAVE YOU?

Xbox Support = Frustrating