The Plight Of A Furious X-Box One & 360 Owner, Complaining Justifiably about Error 80153021, The Advocacy Team and Lack Of Support, 9 Days & Counting....

I hope people take the time to read this, yeah it's long winded, but this is where I find myself now some 9 days into the issue! I purchased a legitimate prepaid code with my X-Box One purchase, and just this April, was looking to use it. It's for 1 year + 1 extra month free, and after being a Live X-Box member for 5 or so years, thought it would be better to just pay a years membership as especially, that option came with the new X-Box One. So on Saturday 11th of April, I tried to redeem the code where I was met with a "oops, something went wrong, please try again later". I thought nothing of it and assumed the system must be down, and that I should try again tomorrow. The next day, I tried the code, and again, the same error message, so I took the opportunity to contact the X-Box support over the messenger service. I was probably on that for around 1 hour plus, trying to explain the situation, and to receive troubleshooting options to help resolve the problem but to no avail. Troubleshooting resolutions suggested to me were: 1) "Try and input the code on your X-Box One or different platform"......ok, I tried that, nothing. I subsequently tried it on my X-Box 360 and my I-Pad tablet, the same result, an error occurred. 2)"Do you have any outstanding payments"..... I explained, that I'd been a Gold member paying monthly via Direct Debit, and that I have since cancelled because I have this code to use, can you confirm I have no outstanding balances? 3) I have checked the code and use I can see it is a legitimate code that has yet to be used"....well yes, because I've just scratched the silver cover off so yes it's legitimate. "Yes", the person said, "I can confirm that you have no outstanding balances". So I had no payment restrictions as I was up to date. 4)"Ok can you try deleting your profile from the system, clearing your cache, then up-loading your profile, and then let me know if you are still having the same issue" yes it doesn't work, sigh. "Ok, well I will elevate it to the Advocacy Team and you should hear something between 1-3 days" 2-3 days is said, it's gonna take that long! Well, I had no other alternative but to wait, optimistically I thought that maybe I would hear something sooner, but I was wrong. Ok so I tried the code again some days later,, but to no avail and I'm really frustrated about the whole thing! So I receive a message from The Advocacy Team via email, who tell me that they haven't figured out what the problem is, my response to the read: "I can't believe I have received another update on this without a resolution!! It beggars belief that with the wealth of expertise at X-Box's disposal, no one has a clue what this problem is! I have been without access to my X-Box online for a total of 5 days now and missed some valuable gaming time as a result, not to mention the Games With Gold promo for the first half of April, but also The One competition, which I was thoroughly looking forward to participate in, for the chance to win some games etc, but from looking on the dashboard it seems that opportunity is now over!?! I have been a gamer, CONTINUOUSLY since I got my NES back in the 80s and have been loyal to X-Box and Microsoft for some 6 or so years now, playing great games whilst working to increase my Gamerscore, but that loyalty has come into question yet again. This is my third major issue with Microsoft and X-Box, (the two previous being that broken X-Box 360's due to manufacturer problems, one being the red ring of death, two being the console not being able to read discs), so, now with X-Box One, with all it's spec and capabilities, I'm being told that it cannot recognise a simple 25 digit code across numerous platforms!? I said to myself that if I had a third issue with X-Box I would change my allegiance to Sony and the PS4 and this is my third issue now and probably the worse of the three considering that there is no timescale or diagnosis as to what the problem is. I can't believe that a problem of this nature, has not come up before in however many years, Microsoft has been accepting Redeemable codes!! I had bought a year membership to Gold, thinking it would be the easiest transition in the world to make, and all it has been is a massive headache! I must of typed in my legitimate prepaid code, (confirmed by one of your technicians to still be valid as unbelievably this was questioned at the time of the troubleshooting communications) around 15 times if not more across the numerous suggested solutions, and quite frankly, I'm pretty bored of typing the code in!!! Here's a tip, what would be handy, is if you provided a "COPY/PASTE" function so people like me don't have to continuously type in this long code when it isn't working!! I tried entering the code via the internet, on X-box 360, and X-box One, all three options producing the same results, a failure! I spent 90 mins on messenger chat with X-Box support on Saturday and again I didn't feel I was getting the level of service required to assist me with this problem, yet still, I followed the instructions which were along the lines of "clear system cache, delete profile, upload profile etc. I also used X-Box support on Twitter, but after receiving responses some 3 hours apart, I knew it was a pointless avenue to explore. The sheer time and effort I've spent on this problem myself with no systems knowledge or access, to communicating with X-Box staff, and then to scouring the internet for a solution, shouldn't be required for a consumer such as myself! Considering it is the Easter holidays, (and I have had some time off work upon approach to the holidays) I was hoping to spend some time playing the X-Box 360 & X-Box One but it has been ruined!! It really is ridiculous to think no one knows why a code can't be acknowledged by the system!! I have been really passionate about all things Microsoft and X-Box, (more so than my current employers brand) but this issue has honestly really disillusioned myself with the Microsoft X-Box brand, and my gaming experience for allegedly "the best technologically advanced consoles of a gaming generation"! Maybe it is time to invest in a gaming community where consumers like myself are not getting short changed! Regards Me During the above message also, I was given a months free live gold membership, which was great, but, can you guess what the problem with is???? Exactly, the system doesn't except prepaid codes, so giving me that at this current stage is A COMPLETE WASTE OF TIME. Now, can you just acknowledge that one month free from your internal systems your end Microsoft, no? Well, it's a token gesture, it doesn't help me in the slightest!!! So the Advocacy Team email me again on the 19th of April, not really providing a satisfactory human response to the above, but more of a robotic, "we understand your frustrations but we are looking to get this problem resolved, and our specialists are looking at this now"...........24 hrs elapses, no response, are they taking the ***!!!, (swearing in this case is to showcase my emotion rather than a lack of vocabulary), so I get back on to the great Microsoft X-Box Messenger support service to try and understand the hierarchy of the Customer Service Support System that Microsoft has in place, and to basically try and get the problem moving my end, again, not my job to do but if you want anything done right etc. anyways, not the representatives fault, but I was met by the same robotic nature, had to explain my problem all over again, waste my time, just *** RIDICULOUS. I say I want to make a complaint, and one of the options are here, I mean, who literally is going to read what I've wrote and act on it? If you are someone from The Advocacy Team, then you need to call me and update me on what's going on now, as part of simple Customer Care protocol. I really wish I worked for X-Box and Microsoft, because I would allow this sort of *** to happen! Closer communication with the consumer is a must to understand as a company, what people like me esquire especially when they are facing such technical difficulties! I spoke to to the manager, who basically just repeated protocol, from a sheet he was probably reading. "I want to make a complaint" "Can you put me through to the Advocacy Team" "Who is your supervisor" I was just not getting satisfactory support and answers to my questions from this method and my only options were that, my problems were with the Advocacy, a higher elevated level of support, who, don't work on weekends, who, you can't contact by phone, and who you can't complain about, oh, unless you want to write in the forum comments or send a letter via snail mail which will take even more time, blah blah blah!!! The lack of assistance and communication in the way of updates regarding a simple thing such as inputting a code into a system is unprofessional. I can't believe from visiting the forums for the first time, the amount of people who are having issues in different ways with X-Box and Microsoft. The time I've spent trying to resolve and get my voice heard, it feels like I should be working for Microsoft, and considering my time as a gamer in general, and a paying X-Box Live customer, believe me, and us should be receiving a better level of support. This process of having an elevated support team that you can't contact, that doesn't have a line of communication, IS RIDICULOUSLY FLAWED and I think Microsoft and X-Box need to recognise this not later, but NOW!! Please comment, help, repost, spread this post if it indeed resonates, or if you sympathise with my situation. Thanks DiStUrBiA 219
 

Question Info


Last updated July 4, 2018 Views 1 Applies to:

G'day DiStUrBiA. Thank you for writing this. I completely understand the frustration that comes with such an error. It's aggravating when something doesn't work as it should!

It looks like our Advocacy team has reached out to you again with some more information. They're doing all they can to get this resolved. As a temporary workaround (by all means this isn't a permanent solution) to get online, you could create a new profile and use that free month code that our team gave you. That will at least let you do some online gaming while our top teams work on your main account.

Please hang in there. We want you back online as much as you do.

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I'm afraid I doubt you do understand, 9 days without suitable care and attention and more suitably a solution.  Here below is my response to another robotic message from the Advocacy Team:

You write "you are glad to get this escalation as that's what your team is best at" but already this has proved to be false due to the time you've taken to resolve such a seemingly simplistic problem.

"Further investigation, further escalation" seriously, for *** sakes, how much more time and levels of escalation do you need. CODES FOR MY ACCOUNT DO NOT WORK IN THE SYSTEM, WHY????

And you go on to say....another few days, pathetic, absolutely pathetic! My custom is not important to you and you have made that perfectly clear.

That was how I have just responded and again your solution is not much help either.  If I use the 1 month free in this manner I would have to start any game progress from the beginning, nothing would contribute to my gamerscore, (which quite frankly after this debacle I care a lot less for now) and if the problem is resolved after, hmmm, let's be optimistic, TWO WEEKS, I would of lost the remaining time on the membership.

Fixing the problem in a timely manner would be the best solution and providing your customers with actual customer service.

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Sorry, I didn't read your entire post.  Where did you get the code/card from?  

Microsoft Movies & TV Team

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