I’m really not sure where this goes, or even if I’m supposed to be posting this here, but anyways, here goes. I’m having a big issue with Xbox customer service/customer support. I’m losing faith in the product. I’ve spent money buying a new console,
only for it to break and then to be given the runaround.
Here’s what happened: I bought a Gears of War 3 console from a seller on Amazon. Got it 2/14/12, which is the day I moved my content from an old 250GB HDD to the new 320GB HDD in the Gearsbox, and transferred licenses. Had intermittent issues with the console but they didn’t last so I thought all was well. 2/29 the console gives me E74 (yeah, it died after 15 days. I wasn’t a happy guy), and I get a repair started and mail it in. I get the console back on 3/19, while I’m not home. I get home two days later and it’s here, and it works fine.
The letter I get in 3 languages says that I’ll get a license transfer prompt when I turn it on and sign in. It never comes. I try to transfer my licenses manually, and it says I have to wait until June 14th to do it. Again, I’m not a happy guy. I don’t feel I should have to wait 3 months to use my paid content offline if I don’t want to. So I do the online chat and they tell me I have to wait about 2 weeks and I get a service request number. Fine. Not really ideal, but whatever.
The next day (Thursday 3/22/12), I get an e-mail from Xbox telling me that they tried calling and I need to call them back. OK. So I call them back, and I have to give them my information. Over the course of 3 days (Thursday, Friday and Saturday) I have 4 e-mails telling me I need to call Xbox customer service. 4 times I called them and 4 times I gave them all my information. Thanks to these calls, I now know my phone number by heart, I will never forget where I live and I know my console serial number and console ID numbers like they’re written on the back of my hand. I’ve also been given several timeframes for my licenses to be transferred: anywhere from 3 to 16 business days. So I ask the community: why the turnaround time? Why not just give me access to my own content I PAID FOR?
I now have 4 Service Request Numbers, and my open conversation with them on Twitter (I’m @positivelydan if anyone cares to read it, they’re @XboxSupport naturally) has led me nowhere except more phone calls with more runaround. I’m not going to lie: I’m getting pretty angry. I’ve been a Gold member for 6 years uninterrupted. I’ve bought thousands of dollars worth of content (that I can’t use offline). I’ve steered people towards buying Xbox 360 instead of going with the competition. I’m even an Ambassador. I don’t want to promote/troubleshoot something that can’t be bothered helping me when I need it.
I feel the need to write this all if for no other reason than to tell someone to not upgrade. Don't buy a new console for yourself if the old one is working, lest you end up unable to use your content offline like me. It's not worth the runaround.
So what else should I do? Should I do nothing but wait? I'm getting a little frustrated for that. Should I do the "firm but polite" thing? That's got me 4 SRNs. Be aggressive on the phone? Then I won't get anywhere. So I'm not sure where to go from here.