Xbox Live Customer Support Horror Story | The Coffeehouse

NuTcAsE
नमस्तॆ

My bro recently bought an Xbox Live 360 12 month gold membership card for his 360, since his free 1 month Gold membership was about to end, and hoping that he could get some serious online play time during the holidays. But after scratching off the silver part on the backside of the card (which contains the activation code) he found out that there was nothing there… So he called Xbox Live 360 customer support…

He called yesterday and spoke to a customer rep (after holding for 30 minutes) trying to explain to him that we had already talked with the store manager who told us that since the card comes in boxed packaging and they are not responsible for the faulty printing on the card, he suggested we should call Xbox live customer support for help. So we did… After trying to explain the situation to him for another 30 mins, my brother asked to speak to the supervisor.

After another 15 mins of waiting we got hold of a supervisor and after hearing the mess he asked my bro to send in a fax containing a copy of the card (both front and back) and his information. So, today we went to Staples to fax the stuff, and lo and behold the fax no that was given to him was out of service!!! So there we were standing in Staples giving a call to Xbox live customer support again! When we finally got a customer rep, he just wouldn’t give the fax no we should send the details to. He kept us on hold for 25 mins, took all the details again (even after we had a service request no. already in the system), he finally told my brother… “Please try after the holidays as the fax machines are turned off”!!!!! Since when did fax machines go on holiday???!!! And then to add more insult to injury, my brother tries to reason out with him, the rep hangs up on him!!!

We got back home and ended up calling customer support AGAIN and were FINALLY given another fax no to fax the details to.... Lets hope this one works… will find out tomorrow I guess

This has got to be the worst customer support incident we have ever had to deal with… I just wish we get either a replacement card or our money back, cause we’ve easily spent more than that just trying to deal with the customer support people.

Manip

I can't speak for the US -- but here in the UK it IS the store's responsibility. In so much that it doesn't fit the purpose for which it was sold.

So, for example, if you purchased a game with a faulty disk they legally *have* to give you your money back. The same is true with the above mentioned XBox card or an book without print in it (which by the way would be worth a LOT on eBay).

People often get confused when they see a policy of: "We do not accept returns on games, DVDs or Music due to piracy concerns." What they are saying is, if it works 100% you can't return it to them. But that doesn't take away your legal right to return if it is in any way faulty.

Can someone from the US and familiar with trade law tell us what the law does to protect consumers in the states?

PS - I feel sorry for you guys -- really. I agree that the service you received is below expected standards.

Cybermagellan
Live for nothing, or die for everything

I can't speak for the law itself (naturally), but this is something common. If I am correct this would be the equivelent to a Prepaid Phone Card. Once you buy it and the store activates it their responsibility is gone.

Reason being is that if you bought the card, they activated it...then took it home and "redeemed it" and then returned it altered, "No activation numbers", then they reenergize it and you give it to a friend they lose money.

That being the case XBOX Tech support is probably your best bet

daSmirnov

That's definitely not good, however you shouldn't blame the people on the othre end of the phone - their hands are probably tied if things aren't on there check list there's not much they can probably do without getting into serious...... you know what.

The store should of just swapped it over, it's a fault. If you brought a game and it didn't work you'd take it back right, or a book or anything?

I don't know the deal with the US law wise, but surely stores will swap faulty stuff too right?

androidi

Really feel for you but I can't help to ask that don't they sell those activations online? How many trees with other living organisms were cut so people could buy Live activation cards from retail instead of the net? One too many for this purpose I think. Perplexed

One should be able to use the Net connected Xbox 360 to buy Live time even without an active subscription. Pretty serious design flaw if that's not possible.

Programous

Cybermagellan wrote:

I can't speak for the law itself (naturally), but this is something common. If I am correct this would be the equivelent to a Prepaid Phone Card. Once you buy it and the store activates it their responsibility is gone.

Reason being is that if you bought the card, they activated it...then took it home and "redeemed it" and then returned it altered, "No activation numbers", then they reenergize it and you give it to a friend they lose money.
That being the case XBOX Tech support is probably your best bet

While I too cannot speak on the law it self, I would argue that that is a false analogy. For one, the store never activated it Xbox live cards don’t work that way. Second, the problem is with the physical product, something that can be verified at the store. In this case I would expect the store to realizes that it is a defective product and there is no way it could have been used illegally. On the same token, I would expect Xbox Live Tech Support to give you the benefit of the doubt (I mean, you have just purchased a $400+ product from them) and extend your trial period until the issue is resolved.

Cybermagellan
Live for nothing, or die for everything

Programous wrote:
While I too cannot speak on the law it self, I would argue that that is a false analogy. For one, the store never activated it Xbox live cards don’t work that way.

OK, then I have no clue...I'm not sure how they work

LaBomba
Summer

I think you should be able to absolutely take the entire package back to the store and EXCHANGE it for another box.

Most stores will give you the option of returning stuff and exchanging it within 10-14 days.

As manip said, it didn't fullfill it's purpose and the contents of the box are faulty.

They should be able to take the box back and give you another one.

I think that is the law....besides this is just a card and not the actual hardware; the 360 itself. So you shouldn't have to call tech. support.

If the store doesn't want to give you another box due to lack of supply than they should be able to just give you another card.

NuTcAsE
नमस्तॆ

andr wrote:

Really feel for you but I can't help to ask that don't they sell those activations online? How many trees with other living organisms were cut so people could buy Live activation cards from retail instead of the net? One too many for this purpose I think.

One should be able to use the Net connected Xbox 360 to buy Live time even without an active subscription. Pretty serious design flaw if that's not possible.

You can buy live subscription online from the xbox without having to buy a prepaid card. But at that time my bro did not know that and he bought a prepaid card anyways.

Programous wrote:

While I too cannot speak on the law it self, I would argue that that is a false analogy. For one, the store never activated it Xbox live cards don’t work that way. Second, the problem is with the physical product, something that can be verified at the store. In this case I would expect the store to realizes that it is a defective product and there is no way it could have been used illegally. On the same token, I would expect Xbox Live Tech Support to give you the benefit of the doubt (I mean, you have just purchased a $400+ product from them) and extend your trial period until the issue is resolved.

Well since we did try to return and the store with no luck, we had no option but to talk with xbox live customer support. When we talked with the supervisor he was very nice in explaining that they needed to verify this case to make sure that there was no manufacturing defects and these cases do not come up again. That I can understand. But getting the wrong fax no and having to go through the ordeal of standing at Staples, being put on hold for 30 mins for a fax no was just too much. When we left Staples and called again, another customer rep gave us another fax no with no questions asked. It was the fact that who ever we spoke to yesterday was jerking us around with lame excuses like the fax machines were off due to holidays.

[Edit = spelling fixes]

Alsian

Hey I also got a 12 month prepaid card, as my one month was running out. I tried to enter to code several times but the xbox 360 told me that the code was invalid. I went to the store it was purchased and they told me to call xbox live support. So i did. I live in Denmark but for some reason there is only British and Swedish support. I choose the British. I only waited for a few minutes and told the guy i got in contact with my problem. First he told me to go to the retailer. I told him i had already been there. There was a short break. Then he told "Well, then i can't really help you with that". Then he hung up. That pissed me off! I went back to the store and he understood the problem and gave me a new card. I went home and tried it.... Guess what? "The code is not valid. Please try again". Well i am gonna call xbox live once again and this time they better give me some better help! ps. Sorry for my bad english. As stated above i am from Denmark

z33driver

Are you guys documenting and keeping a journal with the names of everyone you talk to, the numbers you are calling, the date and time? If it turns out to be a widespread problem you might be able to pursue a class action lawsuit.

lithiumgold

I just bought a Xbox360 Prepaid Card for 3months of Xbox Live Gold and earlier today I attempted to redeem it but everytime I made an attempt to put in the number it told me it was invalid. I called tech-support and was told to return the card for a new one. Sure easy, I guess? But why didn't this card work. And how come you didn't even ask me for the card number. It seems like they just wanted to push there problem onto someone else. When I asked what was wrong the man on the phone told me that my account is fine but he wasn't able to modify it for some reason. Well then it isn't fine now is it. So me getting a new card will solve a problem on there end too? I don't think so! I read an earlier entry w/ a gamer who had the same problem.

jeffsand
Inch by Inch

Sorry to hear about your woes. Nutcase can you please use the contact link on my profile to connect with me and I'll try and clear this mess up.

-Jeff

PatriotsWrath

For all of you that were saying the code said it was invalid.

Are you typing the short number sequence that's on the back?

If so that isn't the code.

There is a long string that looks like a Windows Product ID under the tear-up flap on the card, enter that alphanumeric sequence and it will work.

michaeldorian

I agree. Xbox Live Phone Supports has got to be one of the worst in the business. I can barely hear a single word the rep was saying. The night before I was on the phone for over 30 minutes and the rep hung up at 10:00PM. I guess its time to leave so you hang up on your customer. The mourning later it took over 2 transfers and over an 1 hour on the phone and this is for me to want to pay them for there billing error. I seriously felt like throwing my XBOX out the window. Something must be done with there customer service. From the way they look up the account to the obvious script reading that is helping no one. I was a avid XBOX fan from day 1 and all its merits but after this experience I don't know what else to say.

Please move customer service back to the states or do something about the current situation because it was like pulling teeth and does nothing to the brand you are trying to build.