Customer Support Issues

I have had nothing but problems with the support I've been provided and it's infuriating the way they're handling/mishandling people's issues. I've worked in the customer service and technical support industry for 13 years. I have never seen such poor service from such a renowned company. I have been a loyal customer for the past 12 years and want to contribute to the company by pointing out a major weakness. The chat support is a nightmare and policies are not in place to help a representative reassure the customer that "Hey, we've got your back". I wanted to start this thread for anyone who has experienced poor service and feels defeated in what seems like a never ending battle. All we want to do is enjoy their products and we can't. 

 

Question Info


Last updated July 4, 2018 Views 1 Applies to:

This is unacceptable:

Eren: Hi! Thank you for contacting Xbox Chat Customer Support. May name is Eren.

Eren: As I understand you issue, you want to speak with a supervisor or department manager, is that correct, Paul?

paul: that is correct

Eren: Alright.

Eren: I will set up callback for you.

Eren: May I get your good daytime contact phone number, Jonathan?

paul: excuse me?

paul: is Jonathan the supervisor?

Eren: Oh!

Eren: I'm so sorry for that, Paul.

Eren: May I get your good daytime contact phone number, Paul?

paul: ***-***-****

Eren: Thank you Paul!

paul: Is there an estimated time for a call back?

Eren: I appreciate it.

Eren: I already set a callback for you.

Eren: We will be calling you now.

Eren: Is there anything else I can help you with Paul?

paul: Yes, that was a call back for the regular support queue

paul: I need to get in touch with a Support Supervisor

paul: May, I please have the name of the Head of Customer Support?

Eren: Let me try to transfer you there Paul. Please stay on the line for me.

info: Please wait while I transfer the chat to the best suited agent.

info: Declaración de privacidad

Ahora está chateando con 'Elizabeth'.

Elizabeth: Hola. Gracias por ponerte en contacto con el servicio al cliente de Xbox. Mi nombre es Elizabeth. ¿En qué te puedo ayudar?

paul: seriously?

Elizabeth: Una disculpa, ahora estás en contacto con el soporte en Español, te voy a comunicar al departamento adecuado. (Hi, I'm sorry but I don't speak English, give me just a moment to transfer you to the right department)

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You are not alone.  I've got over 5 hours with them, and 3 alleged escalations and 3 alleged emails that I am supposed to be receiving....have not gotten one of those emails yet and its been over 2 weeks.

They won't escalate the problem with you on the phone, you are always told they will do it later.  I get the feeling that when I call, their number one goal is to simply get you off the phone.

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Stringfellow,

 Sorry to hear you have been having a bad experience with customer support. Although you have every right to voice your concerns with the support process this is something better suited for the Xbox LIVE Wishlist/Feedback forums since this isn't a technical support issue. If you would like though, I know many of us would gladly try and assist you with your issue if we knew the details and what troubleshooting steps you have taken thus far. Just let us know and we'll do what we can to help a fellow gamer out.

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the problem isn't trouble shooting he console. The problem is the misleading info that you get when you contact customer service. You get the email that your console will be shipped in 2 yes 2 business days and nothing comes 4 or 5 days later. You call back and know one and i mean know one can tell you anything. they just say you should get the console on friday. Maybe they are right after all there are 4 fridays in a month.

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