Escalation specialist won't call me and just close the case.

Hi there,


I bought Forza Motorsport 6 on September 16th and the disc was damaged, did the website troubleshooting steps and went to the store to get a new disc. Second disc is damaged as well as the first one. I did the troubleshooting steps again, called MS (did once more the TS) and tried to install the disc in my friend's console...didn't work.

So the customer care guy escalates my case (first one) and tells me to wait 2 business days; nothing happened so I call again. This time the customer care rep asks for my proof of purchase and also created a new case and then he proceeds to escalate it once more (second case). Wait again and got an email saying that my PoP is valid so I must call, when I call *spoiler alert* they just told me we are going to create a third case to escalate it to a 'specialist group'.


October 6th and I get an email saying 'we couldn't reach you...bla bla bla', no missing calls on my phone. Called again (not a single note saying they called) and, yes, got a fourth case that it's escalated to the very same team. This time the rep told me "if you have no issues I can schedule a call in English so this guys can reach you faster', I say no problem and this time I get a call but there is no one speaking.

Now I got a new email saying 'unfortunately you didn't take our calls so we are going to close your case'.


Guys on the phone just keep telling me that they can't transfer my call to that escalation specialist nor do anyhing but keep creating and escalating cases.

Who do I have to call (and how) to have a solution??

Thank you.

 

Question Info


Last updated July 4, 2018 Views 7 Applies to:
Answer

Hi there!

If the game doesn't work after you purchase it, you should be able to return it to the store within 28 days for a refund/replacement.

I would recommend that you check the disk is is good condition before leaving the shop.

If it still doesn't work, it could be your disk drive that is faulty. If this is the case, you may need to set up a repair for your console. You can do this here: https://myservice.xbox.com/.

I hope this helps!

-Eden0032

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Answer

Hey Maozsi!

Eden0032's advice to replace the disc once more at your local retailer is solid advice, as it's going to be the quickest route for a replacement. Really sorry to hear your case was closed though. Did you make sure to reply to the e-mail stating your case was being closed? If you haven't, please reply to that e-mail and make sure you provide the team with the correct contact information.

Be sure to keep an eye out for communication after you bump the e-mail and keep us in the loop!

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