Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.



105 posts

Master Geek
+1 received by user: 1


Topic # 110901 18-Oct-2012 17:27 Send private message

I just had the most amazing call with Xbox Live support.

First the history. I'm using Windows 8 and have signed on with a Microsoft Account. This account has the same email address as my Office 365 account. I have a second Microsoft ID which I have an Xbox Live account associated with. In order to sync content for Xbox Live with my Windows 8 account I decided to move my gamertag to the Microsoft ID I use for Windows 8.

When I try to move the gamertag on the Xbox it is all happy until it does the transfer and then says that the regions don't match.

So I go through their support on the web site and end up in a chat with a support person. They try to walk me through the changes but nothing is working so they give me the number to call support.

All good so far. So I call the support line and log the call. They can't figure it out either and so log a call to send through to their support. I'm told that it will be a 2 day response.

So now two days later I try to access the Xbox live account again. The site comes up so I log on with my login and....error page. Woops. So something isn't so good. Unfortunately I then try the Office 365 portal and get a "This web page has a redirect loop" message. Uh Oh!!!

So I think no problem I'll call them back and see what's happening.

I guess the call centre rep had a REALLY bad day or something because the service was non-existent. First off she says that no it's a 7 day turn around not 2 days. So I ask for an update. There is no update.

OK so can I log a fault for accessing Microsoft Services as I can't access any MS services including Office 365.

"No we are Xbox not Microsoft."

I'm a bit gobsmacked by this. Surely she's heard that Xbox is a division of Microsoft but no she's adamant that she works for Xbox and not Microsoft.

So I change tack. OK I can't connect to the Xbox web site.

"Well you already have a call open and we have another 5 working days to respond. I'm not doing anything until the first case is resolved"

Right so you guys are potentially doing something which is restricting my access to another Microsoft paid service and you won't do anything for another 5 working days.

"We are Xbox not Microsoft so you need to talk to the other company if you have a problem"

So I'm in a losing battle here so I said fine I'll call the Office 365 guys but I don't want to play ping pong between their support teams so was giving them an opportunity to sort it out.

"We are Xbox not Microsoft and unless you have a problem with Xbox I can't help you"

But I do!!! I can't access www.xbox.com.

"You have an existing case which has a 7 day response"

So I just said fine. I've alerting you to the issue and if you've done something that results in a lack of service for me to Office 365 then Microsoft will need to refund me as 7 days without service will break the SLA. Then I hung up.

So 30 seconds later my cellphone rings. It's the same woman all fired up saying that she worked for Xbox not Microsoft and unless I had a problem with Xbox services that they had no reason to refund anything. I start to say again that I can't access www.xbox.com but she hangs up.

I know I was off-script but sheesh. Amazing lack of understanding of her job and customer service.

So now I guess off to Office 365 to see whether that support is any better.

Create new topic
6127 posts

Uber Geek
+1 received by user: 213


  Reply # 703102 18-Oct-2012 17:49 Send private message

What country were the support people based in?. Doesn't sound like a NZ customer support rep. I am sure Microsoft would be interested in the poor level of support from that rep.



105 posts

Master Geek
+1 received by user: 1


  Reply # 703141 18-Oct-2012 18:57 Send private message

Not sure but definitely not a NZ or US accent.

I rang back to lay a complaint and went through to a manager with a US accent. He was going to listen to the call and then take it from there. Was rather interesting that he said several times not to expect to hear of any outcome about what happened to her but I said I didn't expect to.

On the plus side he knew that he worked for Microsoft too.

6127 posts

Uber Geek
+1 received by user: 213


  Reply # 703145 18-Oct-2012 19:07 Send private message

Klathman: Not sure but definitely not a NZ or US accent.

I rang back to lay a complaint and went through to a manager with a US accent. He was going to listen to the call and then take it from there. Was rather interesting that he said several times not to expect to hear of any outcome about what happened to her but I said I didn't expect to.

On the plus side he knew that he worked for Microsoft too.


If someone makes a complaint, is is only good customer service to be informed of the outcome. Some of these overseas companies have different levels of customer service compared to NZ. I find the CS in the UK and OZ is poor compared to NZ.

Create new topic








Twitter »
Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when new jobs are posted to our jobs board:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:




News »

Trending now »
Hot discussions in our forums right now:

Telecom introduces unlimited broadband data plan
Created by freitasm, last reply by NonprayingMantis on 25-Apr-2014 12:17 (111 replies)
Pages... 6 7 8


Stonedine
Created by Lizard1977, last reply by mattwnz on 24-Apr-2014 15:45 (67 replies)
Pages... 3 4 5


Windows 8 System Mechanics
Created by eme, last reply by eme on 24-Apr-2014 21:10 (20 replies)
Pages... 2


Using my Mac to ring family in the UK
Created by Geektastic, last reply by nakedmolerat on 24-Apr-2014 11:28 (19 replies)
Pages... 2


Telecom has started metering their TiVo customers' broadband usage (WITHOUT PRENOTIFICATION)
Created by Peteriv, last reply by mattwnz on 24-Apr-2014 15:11 (74 replies)
Pages... 3 4 5


Parallel imported product
Created by Wills1, last reply by joker97 on 23-Apr-2014 21:01 (53 replies)
Pages... 2 3 4


MH370 - Call for Search & Rescue Help
Created by DS248, last reply by Technofreak on 25-Apr-2014 12:43 (751 replies)
Pages... 49 50 51


Forms of government for New Zealand
Created by charsleysa, last reply by Sidestep on 25-Apr-2014 10:00 (179 replies)
Pages... 10 11 12



Geekzone Live »
Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.