The Voice of Support - Show 010: Managing Xbox and Xbox 360 Support Worldwide

Posted: Nov 22, 2006 at 8:27 AM

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Welcome to the Show # 10 of The Voice of Support!

This week, we sat down with Doug Park, Senior Group Manager for Xbox Support. Doug manages a number of program managers that handle various "lines of business" for Xbox hardware and software support around the globe, which we talk about extensively, and we also discuss some visions of rich media content that could become an integral part of the future of Xbox Support.

Throughout the month of November here, we will be focusing on some really exciting products and devices, including some more shows on the Xbox 360. These will be released on a weekly basis, as we have a LOT of content - so stay tuned!

While we certainly have a lot of support-related content ideas to bring you, we really hope to hear from you, our listeners, about the specific topics you'd like to hear about in future sessions! Please use our Ask for It form to let us know what you think!

LINKS

Microsoft Support WebCasts

I'll get the ball rolling... How about allowing people to change their accounts region? Right now i'm an american stuck with a canadian account because my canadian wife bought a 360 when they were released and decided to pay for live with her canadian credit card. I live in NYC and can't access half the content on live because of this silly region stuff. I've already called "Support" and their brilliant solution was for me to cancel my account and lose my gamertag that i've had for like 4 years. I'm hoping you guys can fix my account or come up with a real solution that doesn't involve screwing me over even more. Now i know you guys are worried about people abusing region changes for stupid reasons, but you also need to remember that you have customers that MOVE and actually need to change their region because they no longer live where they first setup their live account. Losing our gamertags because you guys did not have the foresight to think about customers doing something as commonplace as moving is beyond ridiculous.

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Ciber

Nov 22, 2006 at 9:54 PM quote reply

I'll get the ball rolling... How about allowing people to change their accounts region? Right now i'm an american stuck with a canadian account because my canadian wife bought a 360 when they were released and decided to pay for live with her canadian credit card. I live in NYC and can't access half the content on live because of this silly region stuff. I've already called "Support" and their brilliant solution was for me to cancel my account and lose my gamertag that i've had for like 4 years. I'm hoping you guys can fix my account or come up with a real solution that doesn't involve screwing me over even more. Now i know you guys are worried about people abusing region changes for stupid reasons, but you also need to remember that you have customers that MOVE and actually need to change their region because they no longer live where they first setup their live account. Losing our gamertags because you guys did not have the foresight to think about customers doing something as commonplace as moving is beyond ridiculous.
Blackfish95 How's it goin', eh?

Nov 23, 2006 at 9:42 AM quote reply

Make sure you read the comments over on Major Nelson's blog if you are interested in the current state of Xbox support seen from the eyes of the customers.
Sure the number of unhappy customers may be a small percentage but I think its significant enough a number to have corporate take a look and see what's wrong. Hopefully fix it while they're at it too

http://www.majornelson.com/archive/2006/11/22/xbox-support-webcast.aspx

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