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?

Post from: EveryJoe

Is Customer Service Dead for Xbox Live?