Xbox has lost it's way.

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As a PlayStation 1 and 2 owner I was apprehensive when I first purchased an Xbox 360 way back in 2005. However since that date I have never looked back I remain impressed and captivated by Microsoft’s take on the gaming console and I’m very happy I made the switch to this day. Perhaps the biggest reason that I and many others are able to say this is because of the amazing and sincere customer care Microsoft provided when many of us experienced the dreaded red rings of death. If Microsoft hadn’t acted swiftly, given bonuses like free months of live, gift cards even free controllers and games, how many of us would be currently playing a PS4? I am writing this today because, despite knowing that at launch consoles may suffer from bugs and issues, I was confident that I was putting my money in to a company that cared about it’s customers and had a great customer support team to show for it, when I preordered the $500 Xbox One when it was first announced. All but a couple of the launch games available to play on my new console. Unfortunately the console I received was defective and ruined all of my games. Far more unfortunately then that, a month after contacting Xbox support my problem remains unresolved. When I first called about the issue I was given what they term as an advance exchange where they send you a replacement console before even received the defective one. A brilliant move that the three red rings issue probably influenced. They also gave me a free game download to play while I waited for my new console, justified I felt in putting my money into Xbox once again. However upon receiving the new Xbox I discovered that the launch games I purchased no longer worked in any Xbox One console. Undeterred I called Xbox and told them the issue. A month later I still have not been given a resolution, but instead a run around of poorly thought out and insufficient solutions including “Contact the game retailer or publisher and ask that they replace the disc which will cost you a $20 fee.” Despite the fact that their defective console caused the issue, how is this considered customer service? Sending me off to another company to solve my problem? I did not know this to be the Microsoft way. I even humored the idea by calling them, to which 2K, EA, Best Buy and Amazon all replied in one way or another “You should contact Xbox given the fact that it was their defective console to blame.” Obviously this answer was a given and a poorly thought out resolution, but most importantly highlights the main issue that no one I’ve spoken to at Xbox is stepping up to take responsibility of the problem and reach a hand out to me, the customer, for resolution. I requested to get a call back from the Advance care team. I received a generic e-mail not even describing my issue. I called and again requested a phone call to get on the same page, and again was given a generic e-mail that not only wouldn’t solve my issue but told me that there was nothing they could do to solve my issue, that the only way my discs could’ve scratched would be if I moved the console while playing them. So I moved the console while playing EACH of my games…? And that’s it. That was the solution they provided and closed my case. Apparently Microsoft has forgotten how they got here and who got them here. I am sending this letter to them, as well as posting on my blog and channel, in a last attempt at a resolution before I request a full refund on my console and games and wash my hands of Microsoft as they have done to me, a loyal customer who has spent thousands of dollars on their product since 2005. Hopefully I can get a resolution and/or change to a policy that involves customer service supervisors telling customers “I’m sorry there’s nothing I can do.”, and replaces it with the way it used to be “What can I do for you?”

                                                                                                                                                Hoping for better,

                                                                                                                                                A disappointed customer

 

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Last updated July 4, 2018 Views 1 Applies to:

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Like I have posted elsewhere, I would swear that all the people who use to work for Microsoft and were a pleasure to deal with were all fired and replaced by temps that don't know squat. My recent chat with support left me staring at the monitor, wondering if I accidently opened a chat with a completely different company. I am having a problem with surround sound through the hdmi connection, while playing games, blurays, and streaming video on Netflix. The support person pointed me to a link about using the surround sound beta option while watching tv. I was then told to power cycle my system 3 times and unplug everything. I did this, turned around to continue the chat on my computer, and the chat had been ended. Nice huh? The person I spoke to didn't have much knowledge at all, and then disappeared.

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Hi there i would highly suggest that both of you contact support and let them know the issues you are having. I get it your both upset but if you don't stay on them they won't do anything. I'm not a employee of microsoft.

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I've tried. Not to be a jerk, but have you ever talked with some of these people? Half the time they don't even know what you are talking about. Example: I was trying to explain to a support specialist that when using hdmi surround sound, the sound was not coming through the proper speakers (the sound was not being steered to the correct speaker). Instead of the sound being divided properly in the 5.1 speaker setup, it was all over the place, and playing through the wrong speakers. I thought it was obvious what I was saying, until the support person said 'I am confused. Is the sound coming through speakers on a different surround sound system?' I wish someone took a picture of the look that was on my face, because it had to have been classic. My 10 year old grandson would have understood what I was talking about! I was then told "let's do the unplugging. Please power cycle your system 3 times". So I said "which am I suppose to do first, unplug or power cycle?" I got "yes sir, let's do the unplugging". I asked "okay, and then you want me to power cycle 3 times?" The person then said "how about this. Let's shut down and unplug everything, and wait a minute". I said okay, and proceeded to do so. I turned back to my computer to tell them I did, and ask what was next, and they had ended the chat. I would like to say this is an isolated incident, but trust me, this is right on par with some of the other conversations I have had with Microsoft xbox support people.

If I thought it would do any good, I would be writing to support and calling them everyday. But aside from thanking me for giving them the opportunity to help me, nothing ever happens. They will not give any info, do not know any info, and have no idea how to fix anything, have terrible grammar, etc. I mean my grammar skills aren't perfect, or even that good, but I feel like an English major when compared to some of these support people. At least this has been my experience with them.

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I have spoken with them and they've solved my issues without a hiccup. Keep trying thats really all i can say, as for future reference do troubleshooting over the phone. Support agents are human they do mess up but that doesn't mean they get crucified.

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Nj, I will do troubleshooting whichever way I find convenient at the time. But thanks for your suggestion. ;) If they are competent support, they should be able to handle the situation either way. And I HAVE used phone support in the past for a different issue, and trust me, it was no better. I could write you a long book about some of those calls, but it's pointless.

If they don't want to get "crucified", they should maybe acquire a level of expertise that is a bit beyond what I just listed. Just because NJDevils from the forum (who happens to be an ambassador, there's a surprise) says they did him right doesn't change my experience with them. I am not going to keep spinning the wheel, hoping I get the same person you got.

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Well i hope your issue gets resolved. Have a great day :)

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This is the reply I recieved. Still no Phone call.

Dear Kevin,

It's Rian again from the Microsoft Corporate office with the Customer Advocacy Team.  I'm sorry for the experience that you have had.  I understand the frustration that has been caused and I truly apologize.  I can only replace a first party game.  I will give you a list of items that I can compensate for your inconvenience.  Please choose one of the following items to be compensated and I will ship it to the address on your customer profile.

Xbox One:

·         Dead Rising 3

·         Forza 5

·         Ryse

·         Zoo Tycoon

Hardware:

·         Xbox One Controller Batter Pack

·         Xbox One Play & Charge Kit

·         Xbox One Headset

·         Xbox One Controller

If you have any questions or I can help further, please reply to my email, and I'll be happy to assist you.

Hope you have a good day.

Sincerely,

Rian

Xbox Customer Advocacy and Exceptions Management Team - Hardware

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My latest unreplied to response.

Below are the discs damaged by the original defective Xbox One I purchased that are being refused to be replaced.

NBA 2K14: $60

MADDEN NFL 25: $60

BATTLEFIELD 4: $60

FIFA 14: $60

CALL OF DUTY GHOSTS: $60

FORZA 5: $60

ASSASSINS CREED 4 BLACK FLAG: $60

TOTAL: $420

Xbox One: $500 Two plug and play kits: $50 Additional controller: $60

That's over a thousand dollar investment in your product. Not to mention my paid Xbox Live membership since November of 2005 (not all on my current gamertag) and it's active through 2015!

And just tonight one of the two plug and play kits I purchased at launch has failed the battery and charger are not taking a charge and die instantly when I unplug and every 10 minutes or so while still plugged ( I know that both are defective by mixing it with the other working plug and play kit and using process of elimination).

I need to have this issue escalated above so that I may challenge this policy in place. I am out $420 for the past month and can't even get a phone call to say this is unacceptable is under statement. I will continue to write the corporate office and update my followers on social media in an effort to bring about a change to this policy and shed light on what's happening so that hopefully no one else will have to go through not only broken discs but being treated as disposable quite frankly. I will continue to fill out surveys voicing my dissatisfaction and filing complaints until I am given a response from someone higher than you and if I am not to be allotted such attention as this I request an immediate refund of all hardware mentioned herein. I will ship everything in one box to the return address I used before. Please let me know the next course of action.

Hoping for better,

A disappointed long time customer

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For MS to offer ONE game as compensation is still something to be pleased about. Yes, your situation is very unfortunate but they have no legal obligation to even offer you ONE game. Never mind seven.

Also, you must have known the console was defective when it ruined one of your games, yet it seems you must have been continuously trying your other games afterwards? That is probably how Microsoft will see it. I'm by no means sticking up for MS customer support though. Apart from a select few people they are generally below par. Sometimes one or two of them go the extra mile to try and help you, but otherwise they follow a script and are told to deal with all issues by the book.

Hope you have better luck in the future.

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They were asking me over the phone to try different games and blu rays and scratches aren't very easy to see so we just thought the console wasn't working it wasn't until I tried them in the new console that we realized the discs were now defective

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I've also had many problems with my console and numerous controllers. Not to mention that I've had to pay to send back faulty accessories to a different country! Their service on 360 was amazing. It's non existent on Xbone.  I've decided that I'm only keeping my Xbone for Titanfall and exclusives. PS4 has already won the console war IMO.

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