Is Customer Service Dead for Xbox Live?
August 14, 2008 by Jason Bean
Filed under Computers
It’s been quite awhile since my issues with the red-ring-of-death (RROD) and working with Microsoft to get everything replaced. Then I had the problems with my Xbox Live service not working anymore.
With those problems there were a number of occasions where I had some telephone conversations and email exchanges with people either employed at or by Microsoft to help their customers that have experienced issues.
For the most part, my experience hasn’t been horrible. It could have been better on occasion but it was nothing like this guy’s.
Pat Thornton, the Journalism Iconoclast, has shared his recent experience with trying to work with and endure the “customer service” [imagine finger quote actions for emphasis] that was provided by the Xbox Live CSR when he had problems with his 12-month Xbox Live subscription card.
What was Microsoft’s solution to the problem? Was it to send me a new XBOX Live card? Was it to credit my account with 12 months of a Live gold membership (the simple thing to do)?
No, it was to tell me to send in proof of purchase and my Live subscription card. Then Microsoft would mail me another card (that may not work either). Here is the problem. I received the card as a gift awhile ago.
Where am I going to get this magic receipt from? It’s not like I’m asking for a cash reimbursement (which is a justifiable reason to ask for a receipt). I just want 12 months of XBOX Live Gold.
I’d agree, it would seem to be the logical solution to ensure the customer is happy would have been to just credit Pat’s account for 12 months. If they couldn’t have verified the card# or something, then I can understand them needing a receipt. Is there a concern he just took it off the shelf?
If you were in charge of the customer service department for Xbox Live subscriptions, how would you have handled it?
Jason,
The concern isn’t that I took the card off the shelf. The issue is that the card is a few years old. I got it for my original XBOX and never used it.
But I kept it and decided to use it when I got my 360. For whatever reason, the card is not working. Most likely due to its age, but I see no expiration date on the card.
I know Microsoft knows my card is a few years old. The customer support rep mentioned that I received it a few years ago. I believe they told me to find a receipt because they don’t know how to fix the problem. And, obviously, I don’t have a receipt. So, no receipt, no credit.
This is a ridiculous way to handle this situation. How much does an Elite cost? I have already purchased 3 games. Would it really kill them to credit me 12 months of Live, especially when I have a card that cost $50 in my possession?
The best part about the whole situation is that when I try to enter the card, it is recognized and says it has 12 months of live gold. The customer rep said it hadn’t been used. But no on at Microsoft knew why it was getting an error. Instead of fixing my problem, they have alienated another — paying — customer.
Ridiculous.
I didn’t realize the card was that old, but you’re right, no expiration date it should be honored. Microsoft should probably also admit that the error is probably due to the age and just give you the 12 months.