My (horrible) Experience with Xbox Support

Discus and support My (horrible) Experience with Xbox Support in XBoX on Consoles to solve the problem; This post may get a little long but the short version is this: do not purchase an Xbox One, and throw your warranty information out the window if you... Discussion in 'XBoX on Consoles' started by FUTURE PRO 62, Jun 18, 2014.

  1. My (horrible) Experience with Xbox Support


    This post may get a little long but the short version is this: do not purchase an Xbox One, and throw your warranty information out the window if you have already done so. In addition I highlighted problems of my story at the end.

    I'll start with my story. 2 weeks ago I decided I needed to send in my Day 1 XB1 to be fixed because it was freezing often, slow to start up, and had become too unbearable to play. So I called support, setup an advance exchange, and happily continued to
    try playing at 30 minute intervals until my Xbox would freeze and I would restart it. This advance exchange costs $16.20 but I pay it thinking that I will just be happy to not have to stop gaming.

    In a few days (quick, yay!) I had received a new "refurbished" console to replace my broken one. I am stoked about it so I throw Battlefield 4 in and try to start gaming. At which point I here the infamous launch day disk grinding. The disk does not read
    and continues to grind when I remove it from the XB1. This faulty disk drive also warped the disk so I am unsure if it is playable and it looks as if it won't be. At this point I still have a level head and just call support again to tell them. They told me
    I was going to be escalated to Xbox Global Escalation Support. Sounds great right? I have heard about this team, able to deal out free stuff and do things normal support can't do, so I am relieved and told I will be contacted in a few days.

    A few days turned into the weekend which eventually turned into Monday which you could attribute to business days but based on the first email I have to say what the hell were they doing for 4 business days that required so much time? Anyways a week later
    I receive something along these lines:

    My agent said that she had called me and left a voicemail which she did not because I was sitting next to my phone all day and had no voicemails. Apology, apology, apology. Then, this is key, I am advised to send my Day 1 XB1 back and complete my advance
    exchange. I am told to email back with a shipping number (which I do same day) and then I will be contacted within the next 7 days.

    The reason sending my Day 1 XB1 back is such a big deal is because that console ACTUALLY PLAYED GAMES! The replacement console eats disks instead of playing them! So now I am stuck with a useless XB1 until I am contacted again. The "within" 7 days turned
    out to be 7 full days (big surprise huh?). During that 7 days time, I received a notification the my Day 1 XB1 had been received and twice I was contacted asking if it would be ok to close that case and if my issue was resolved. Each of these times I responded
    with "No, my issue is not resolved and I have a new case number, can you please help me fix my new issue" but after the 3rd generic "Has your issue been resolved? We are closing your case" email I gave up trying to talk with them.

    So after 6 days I had grown extremely impatient and decided to call and tweet support. In both cases the support team asked for my case number and pretty much told me they couldn't do a damn thing. Apparently the base level of support, does have have a phone
    number for the Global Escalation Team LOL!

    Finally after the full 7 days I receive a ****response which solved only one thing. I was being refunded my original $16.20 for the advance exchange. Now here's the kicker, the agent wanted me to set another one up! So I would once again have to pay $16.20!
    Are you kidding me!? It is all your mess in the first place but let's make the customer pay for it! Oh and retribution for your console warping my BF4 disk? They offered me 1 of 5 first party titles, none of which I have interest in. So let's tag on $60 for
    a new BF4 disk that I will have to pay. Lastly we end the message with another apology and a note that lets me know the agent won't be in until Monday.

    I have been a loyal Xbox customer since the original Xbox, went through 4 Xbox 360 RRoD, and still purchased an XB1. Now instead of being rewarded for my loyalty I am faced with inconsistent responses, poor problem solving, and a "I have all the time in
    the world to solve your issue so please just sit tight with a broken XB1." I'm a college student who had a month to game before starting summer school and returning to my nose in a book. That month completely disappeared thanks to this issue.

    Problem Highlights

    1. Slow and freezing console 6 months after launch

    2. $16.20 to replace a warranty issue which I think should be free regardless how you decide to fix the issue.

    3. Faulty XB1 replacements are being sent to customers apparently.

    4. Incredibly slow response times from Xbox Global Escalation Support

    5. No communication between the Xbox Support team, which customers are easily in contact with, and the Global Escalation Support team which seems to contact and solve issues whenever they feel up to it.

    6. Poor problem solving. My biggest issue is that I can't play games and there is still no plan to get me a working console. In addition I have a warped BF4 disk which they "cannot" solve for me.

    And in conclusion just too much apologizing and not enough problem solving!

    :)
     
    FUTURE PRO 62, Jun 18, 2014
    #1
  2. Andy :)
    Andy :) Guest
    My Experience with Xbox Support

    Hi, I fully sympathise with your issue and the frustration which I know any problem can cause to us avid gamers. Could I try and explain some areas to you which may help. All big companies and Microsoft is no exception often receive thousands upon thousands
    of support calls and many of these are from users which are a lot less technical than yourself. For this reason they have to employ some kind of front end filtering of callers which have very simple issue which are easily fixed by following some simple diagnostics.
    This can be very frustrating to us techies when we know we have been through all of these things already but alas we have to endure it. And . . lets be honest we all had to start somewhere. With regard to the controller fault, it doesn't seem to be as common
    as might sound. Yes it is easy to Google and find the issue and others with the problem but as a percentage of the number of controllers currently out there it is actually very very small. If you have had to pay out for a new controller I am sure that if there
    was some kind of drifting problem with early controllers (although I am a number of my colleagues have day one edition controllers and never seen this) that it is probably sorted now and your new controller will be fine. If it is any consolation, Sony are
    another big company and employ the same 1st level call filtering. Stay with us bro and keep the faith.
     
    Andy :), Jun 18, 2014
    #2
  3. My Experience with Xbox Support

    As a loyal Xbox consumer I have always believed Xbox support to be absolutely useless. The experience I had on July 6th, 2015 confirmed this.

    Controller issue:

    Before I go in depth on this issue I need to explain why I had to call Xbox support to begin with. My Xbox One controller suddenly started to do commands that I didn't want to do. A good example of this would be in a game of Destiny where suddenly my character
    would look up into the sky without me touching anything. This is something only the right analog stick can do. The issue started to become worse overtime eventually affecting my A button. After doing some research on the issue I've come find that this issue
    is very common and is actually called "drifting".

    Xbox Support call #1:

    My first call with Xbox support put me through to talk with a female representative who goes by the name of Amber. She ran me through pointless troubleshooting methods(that I already tried before even calling) and still wasn't able find a solution to this
    very common issue. After 30 minutes of talking to Amber I realized I wasn't going to get anywhere with her so I ended the call.

    Xbox Support call #2:

    Two days later and the issue still exist. At this point the drifting was so bad to the point that it interfered with my gameplay. This obviously caused frustration. So I call again and after being on hold for 20 minutes I was finally put through with another
    female representative who goes by the name Duronda. In this phone call I explained to her that I already tried the pointless trouble shooting methods and that after doing some research I've come to the conclusion that this issue is very common. Even after
    explaining how this issue is affecting my gameplay apparently Duronda already knew what the issue was. Eventually Duronda told me that she would fill out a registration so I could get my replacement controller shipped to me within 10 days. Hooray!

    Xbox Support call #3:

    It is now July 6 and I get my package. As I'm holding this package I realized that the package felt empty. This started to make me think that Xbox made me wait a week just so I could get an empty box to send my controller in. Clearly this caused more frustration.
    I opened the box and what I see is a battery pack door for the Xbox One controller. I immediately called Xbox support to let out my frustration and question as to why they would make me wait 10 days just to get something I never requested for. In this moment
    in time I was speaking with a male representative named Miguel. After talking with Miguel he tells me that the reason why I got a battery pack in the mail is because my warranty expired June 30th therefore they couldn't send me a replacement controller. Please
    note that as of today I'm writing this post June 30th was literally a week ago.

    After talking to Miquel for an hour as to why should I invest $60+ into a controller that I know is going to have the same issue next time around he puts me through to his floor manager named Mario. At this point after explaining to Mario that the fact he's
    going to tell me that I need to spend money on another controller even though Xbox is aware this issue is common is a very shady business practice and after that I decided that this will be the final time I ever call Xbox support.

    TL;DR:

    I had to call Xbox support 3 times only to be told that I have no other option but to spend another $60+ on a controller for an issue that's common among other Xbox consumers, and that this issue is bound to happen next time around.
     
    Taka x Illusion, Jun 18, 2014
    #3
  4. Bigmalnabol
    Bigmalnabol Guest

    My (horrible) Experience with Xbox Support

    This is terrible good post
     
    Bigmalnabol, Jun 18, 2014
    #4
  5. SpraykwoN
    SpraykwoN Guest
    If I told you about my Advanced Replacement ordeal, you would have to pick your jaw up off of the floor.

    Trust me
     
    SpraykwoN, Jun 19, 2014
    #5
  6. AramisKC
    AramisKC Guest
    Yeah I feel you man, Xbox and Microsoft has REALLY REALLY let the loyal customers down! I am going to pick up a PS4 and trade in my Xbox One! Seems my time as an Xbox Gamer has come to an end!
     
    AramisKC, Jun 19, 2014
    #6
  7. THE WALTNESS
    THE WALTNESS Guest
    well I have to say ive had the same issues and ive even been taken advantage of over games i purchased so i lost like 40 dollars this is my 4th xbox one so far so good. did you try asking for a supervisor also find out if you can send that exact message
    u typed to major nelson off xbox i think his name is larry hurb in real life it may be better if you can some how get in touch with the bigger guys to get your case heard maybe some one will read these and actually take care of there customers anyways i hope
    you get the issue resolved but ps4 has the same customer service because i had one of them too and there customer service is really bad too
     
    THE WALTNESS, Jun 19, 2014
    #7
  8. jeff086
    jeff086 Guest

    My (horrible) Experience with Xbox Support

    That's the problem with a huge corporate company. Gotta love corporate America.
     
    jeff086, Jun 19, 2014
    #8
  9. SpraykwoN
    SpraykwoN Guest
    I've been dealing with my ordeal since November, and I am STILL trying to get an XBOX One that works properly. Although, both representatives have been excellent in terms of communication. SO I can't say anything bad about them or their effort.
     
    SpraykwoN, Oct 31, 2018
    #9
  10. jeff086 Win User

    My (horrible) Experience with Xbox Support

    That's the problem with a huge corporate company. Gotta love corporate America.
  11. Bigmalnabol Win User

    My (horrible) Experience with Xbox Support

    This is terrible good post
  12. THE WALTNESS Win User

    My (horrible) Experience with Xbox Support

    well I have to say ive had the same issues and ive even been taken advantage of over games i purchased so i lost like 40 dollars this is my 4th xbox one so far so good. did you try asking for a supervisor also find out if you can send that exact message
    u typed to major nelson off xbox i think his name is larry hurb in real life it may be better if you can some how get in touch with the bigger guys to get your case heard maybe some one will read these and actually take care of there customers anyways i hope
    you get the issue resolved but ps4 has the same customer service because i had one of them too and there customer service is really bad too
  13. SpraykwoN Win User

    My (horrible) Experience with Xbox Support

    I've been dealing with my ordeal since November, and I am STILL trying to get an XBOX One that works properly. Although, both representatives have been excellent in terms of communication. SO I can't say anything bad about them or their effort.
  14. AramisKC Win User

    My (horrible) Experience with Xbox Support

    Yeah I feel you man, Xbox and Microsoft has REALLY REALLY let the loyal customers down! I am going to pick up a PS4 and trade in my Xbox One! Seems my time as an Xbox Gamer has come to an end!
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My (horrible) Experience with Xbox Support

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