On November 10th, I received an email stating:
"We noticed that the credit card you have used for your order has expired, and we want to make sure you still get your Xbox One on the November 22nd release date.
To update your credit card's expiry date, please call us on 877 696 7786 and tell the agent that you need to update the credit card information on your Xbox One order."
My Credit Card was not expired, but I didn't want my preorder from August to be in jeopardy and risk not receiving my Xbox One Day One on the 22nd of November, so I called the number provided. After waiting for 30 minutes on hold (That's a long time to be on hold on a phone!) I finally got through to someone. I explained the situation and that my card was in fact not expired at all. The CSR helping me continued to tell me that I needed to replace my order to fix the issue. I reluctantly decided to do that against my own judgement. My preorder from August 15th was cancelled and a new order was placed. The new order only contains on item, "Replacement Xone Order (Pre-Ordered)" and not the product "Xbox One Day One (Pre-Ordered)" like on my other order. She continued to tell me all my games were on the order, etc, etc, etc, but this was not the case.
I ended the call and called back the next day and explained my situation again. This time: I had received an email earlier in the day from Microsoft stating that the expired Credit Card email was in fact sent in error. Great, wish I knew that before! I started to explain my situation and while I was explaining, the CSR started laughing! I called them out on it and the denied it but I knew earlier in the conversation that they were talking to someone else since I heard them doing it. This made me more aggrivated. The CSR told me everything would be fixed and that they were going to escalate my issue to a manager who would fix the order up... I waited a day like told, but this promise never came true.
I called back for the 3rd time today, and a
separate order was placed for my games I had ordered on the now cancelled order. It turns out, Call of Duty is completely sold out and because my order was cancelled, I lost my place in line. GREAT. The CSR helped me best he could but eventually I was
too annoyed and opted for the one game rather then 3 I had initially ordered. I ended the call not too happy and now with two separate orders and still the order is not the way it was because of one CSR's decision.
I am far from pleased. Every time I call, I am talking to a CSR from the Philippines which presents more problems as they can only say certain things and its hard for them to understand a 'unique' situation apparently. Their support skills are atrocious. I am completely appalled that Microsoft will not help fix my order because of their error and every time I called, I usually got a "I will escalate this to a manager" but I've already done that and NOTHING happened. I am very angry that my order was cancelled and that was not the correct solution to the accidental email that was sent out. No one will take responsibility and now I am screwed out of items on my preorder that I was going to receive. I've owned an Xbox since a year after they were first released and this is how I am repaid with the new launch. Outsourcing is not okay with me and in the end, makes for worse customer support for the consumer.
An extremely unhappy customer.