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184 posts

Master Geek
+1 received by user: 15


Topic # 110901 18-Oct-2012 17:27
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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.

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13228 posts

Uber Geek
+1 received by user: 1563


  Reply # 703102 18-Oct-2012 17:49
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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.



184 posts

Master Geek
+1 received by user: 15


  Reply # 703141 18-Oct-2012 18:57
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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.

 
 
 
 


13228 posts

Uber Geek
+1 received by user: 1563


  Reply # 703145 18-Oct-2012 19:07
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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.

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