Microsoft pre-order nightmare warning

By Dean Barry Postings
in Xbox

 Share

Recommended Posts

Apprentice

Dean Barry Postings

Posted
Posted

I pre ordered Destiny for Xbox 360 on 8/29/2014, it arrived safe and sound on the release day.

 

As part of the pre order, they are advertising you get a $10 gift card after 10 days.

 

This has not happened for me.

 

I chatted with the chat agent and they advised upto 5 days and it has been escalated to tier 3.

 

I gave them 5 days and nothing, the next chat agent then advised I would have to wait another 12 days.

 

The chat supervisor said he would do everything in his power to get this fixed.

 

I have had 2 chats and now just spent 1 hour on the phone for them to tell me to wait till Tuesday.

 

Its now October.

 

Do yourselves a favor go to Game stop or anywhere but the Microsoft store.

 

Its not the $10 its the principle, if you promise a $10 gift card make sure you send it out is all I ask. 

 

Rant over....Thanks for reading.

Link to comment
Share on other sites
Grand Master

HawkMan

Posted
Posted

oh ok, one bad enecdotal experience, we must all abandon said shop...

 

sorry but if there was a MS store in my country I wouldn't abandon them because someone posted a single bad experience on the net. I use stores based on price, convenience and own experiences. 

Link to comment
Share on other sites
Grand Master

+Audioboxer Subscriber²

Posted
  • Subscriber²
Posted

oh ok, one bad enecdotal experience, we must all abandon said shop...

 

sorry but if there was a MS store in my country I wouldn't abandon them because someone posted a single bad experience on the net. I use stores based on price, convenience and own experiences. 

 

So you're sharing your own experience whilst slating him for sharing his?  :s

 

Customer service like this needs to be spoken about. I did it with Sony just a few weeks back, don't make the guy feel even worse with a post like this. Ask Andy about his experiences with MS CS at launch...

 

The only way things like this end up getting honoured half the time is when a fuss is kicked up on the internet and PR/marketing see it and THEN decide to help to try and hush hush a bad experience. OP, if you have twitter, try tweeting MajorNelson and the other MS guys active on it. Link them to this topic as well.

Link to comment
Share on other sites
Apprentice

Dean Barry Postings

Posted
  • Author
Posted

So you're sharing your own experience whilst slating him for sharing his?  :s

 

Customer service like this needs to be spoken about. I did it with Sony just a few weeks back, don't make the guy feel even worse with a post like this. Ask Andy about his experiences with MS CS at launch...

 

The only way things like this end up getting honoured half the time is when a fuss is kicked up on the internet and PR/marketing see it and THEN decide to help to try and hush hush a bad experience. OP, if you have twitter, try tweeting MajorNelson and the other MS guys active on it. Link them to this topic as well.

Thanks.

Link to comment
Share on other sites
Contributor

Avi Patel

Posted
Posted

I've pre-ordered over a dozen games and many other devices that had similar gift card deals from the Microsoft store and I haven't had a single problem so far.  In most cases, the gift cards arrived earlier than I expected. 

But that's just my experience, I guess. 

This is actually the first time I'm hearing about someone having problems with their Microsoft store purchase. 

But yeah, like what someone said above, tweet them.  Are you near a Microsoft store?  If you are, go visit one and see what they say.  Otherwise, I'm fairly sure you have a right to a refund if they or any other retailer out there doesn't honor their sale. 

Link to comment
Share on other sites
Grand Master

HawkMan

Posted
Posted

So you're sharing your own experience whilst slating him for sharing his?  :s

 

Customer service like this needs to be spoken about. I did it with Sony just a few weeks back, don't make the guy feel even worse with a post like this. Ask Andy about his experiences with MS CS at launch...

 

The only way things like this end up getting honoured half the time is when a fuss is kicked up on the internet and PR/marketing see it and THEN decide to help to try and hush hush a bad experience. OP, if you have twitter, try tweeting MajorNelson and the other MS guys active on it. Link them to this topic as well.

 

I have problems with peopel using words like "nightmare" over havign a problem getting their 10 dollar rebate, it doesn't even compare to your situation. 

Link to comment
Share on other sites
Apprentice

Dean Barry Postings

Posted
  • Author
Posted

I've pre-ordered over a dozen games and many other devices that had similar gift card deals from the Microsoft store and I haven't had a single problem so far.  In most cases, the gift cards arrived earlier than I expected. 

But that's just my experience, I guess. 

This is actually the first time I'm hearing about someone having problems with their Microsoft store purchase. 

But yeah, like what someone said above, tweet them.  Are you near a Microsoft store?  If you are, go visit one and see what they say.  Otherwise, I'm fairly sure you have a right to a refund if they or any other retailer out there doesn't honor their sale. 

Thanks.

 

I have tweeted all the @Xbox.*

Link to comment
Share on other sites
Grand Master

what

Posted
Posted

I have problems with peopel using words like "nightmare" over havign a problem getting their 10 dollar rebate, it doesn't even compare to your situation. 

 

It's principle. If it's only $10 and was promised on the product page, then a simple email should be all that's needed. It shouldn't take over a month and counting - presumably hoping it'll be forgotten about, which is poor customer service, and should be made public.

Link to comment
Share on other sites
Grand Master

HawkMan

Posted
Posted

a nightmare is if the disk explodes and ruins your console and they refuse to repair it.

 

a bad experience is when you don't get the game on time and can't play.

 

having problems getting a 10 dollar rebate is at most an inconvenience, even if it is a "principle" it doesn't qualify as a nightmare, even close.  like the newspapers who's been reprimanded for calling everything a catastrophe and had to stop. 

Link to comment
Share on other sites
Contributor

Avi Patel

Posted
Posted

Come on guys.

Can't we all just get along?

The op is just frustrated over an experience.

It'll happen to very few people and it won't happen to most.  Point is, this happened to the op and something like this would obviously suck. 

 

Also, to the op:  Next time you talk to them, ask for the manager and demand that you want a full refund if they're not willing to hold up on their sale within the promised window.  It's fairly obvious Microsoft isn't trying to scam you or anything like that.  It's probably just an error going on at their end that's causing the arrival of your gift card to be delayed. 

Link to comment
Share on other sites
Grand Master

DirtyLarry Veteran

Posted
  • Veteran
Posted

Now That you mention it i have not gotten mine yet for Forza Horizon 2. 10 days is what they say? Then they have 5 more days to give me my code.

I have to say i was expecting a card with my game actually, not sure why they didnt do it that way. I guess to try and discourage returns.

Link to comment
Share on other sites
Grand Master

BajiRav

Posted
Posted

So you're sharing your own experience whilst slating him for sharing his?  :s

 

Customer service like this needs to be spoken about. I did it with Sony just a few weeks back, don't make the guy feel even worse with a post like this. Ask Andy about his experiences with MS CS at launch...

 

The only way things like this end up getting honoured half the time is when a fuss is kicked up on the internet and PR/marketing see it and THEN decide to help to try and hush hush a bad experience. OP, if you have twitter, try tweeting MajorNelson and the other MS guys active on it. Link them to this topic as well.

I think OP has every right to post stuff but his hyperbole title is disproportionate to what actually happened. I opened this thread expecting MS store misplaced his service item or shipped something different and then didn't fix the mistake.

A $10 gift card is nowhere near a "nightmare".

I will vouch for their A+ service by my own personal experience over last few years. I bought my 360S from their website before they opened stores near Boston. I have been to the Prudential store (Boston) and Natick (near Boston) and their staff was easily one of the best service people in my own experience.

Heck OP can walk into any MS store, explain what happened and get his problem fixed then and there. They might even give him a free XBL or game for his "nightmare".

Link to comment
Share on other sites
Grand Master

+Audioboxer Subscriber²

Posted
  • Subscriber²
Posted

As the saying from World of Warcraft goes (I think its WoW), "time is money!".

Wasting time in today's world is indeed one of the most frustrating things right up there with financial difficulties. I would call my 1 hour 15 minute wait on the phone to Sony CS a nightmare, let alone the hoops I had to go through just to get a RMA honoured in ONE call - Multiple calls and I'd be livid (why I refuse to buy an HTC phone again, seriously awful CS experience for weeks with the first One X). I opted to use the word woe, still a powerful word.

Its clearly not so much about the $10 now, but all the time wasted. Ask 100 people if they'd waste I don't know, 10 hours in total standing still for $10. A lot would say no. $1 an hour for your waste of personal time?

Something like this becomes a big deal because the monetary value is so low the store or CS on the phone really have the power within seconds to quickly honour it. It doesn't need escalated and 20 managers over such a small amount.

Seems like some of you don't like the word nightmare being used unless you picture the OP's hand getting blown off from the XB1 power supply blowing up. That's your issue with a word which is perfectly reasonable to describe a customer service experience.

Link to comment
Share on other sites
Grand Master

+Audioboxer Subscriber²

Posted
  • Subscriber²
Posted

Topic cleaned

 

Quit the bickering please and let OP have his say.

 

Sorry boss.

 

I just hate poor CS. I work in CS just now whilst I'm studying (yeah I have gone back to studies after a few failed attempts lol), and it's really soo easy to sort something like this. Staff need to remember how the internet has changed the whole CS industry.

 

Staff can make mistakes, they need to be treated with respect and as humans as well, but when things start to take the pee over such small things like this is brain melting. With HTC I was dealing with an expensive device, so I gave them a few chances before they continually shafted me. Thankfully Amazon gave me better service than Sony, who would no doubt have fixed my PS4, but they treated me poorly.

Link to comment
Share on other sites
Apprentice

Dean Barry Postings

Posted
  • Author
Posted

Update.

 

Matt from Microsoft Escalations Support has been in touch and he has resolved the matter for me. 

 

Matt was from TX.

 

All the others that didn't help were not.

  • Torolol and DrunknMunky
  • Like 2
Link to comment
Share on other sites
Grand Master

dipsylalapo Supervisor

Posted
  • Supervisor
Posted

I had issue with my console on release day (disc clicking issue) and whilst I had no problem getting a new console to me, sending back the broken console was an absolute nightmare. I had a replacement console within a few days but was only able to successfully send back the console late February, so that's earlier this year. That's around 3 months. 

 

Now this wouldn't have been so bad  if they didn't have a ?500 hold on my credit card :p

 

Edit - but to be fair to them I was given a month of Live and Dead Rising 3 so made up for it a little

 

Glad you got it sorted OP

Link to comment
Share on other sites
Grand Master

trooper11

Posted
Posted

Just a note for anyone in this situation in the future.

 

I can't stress enough that you should always pre-order from a retail MS store if possible. They do the same gift card promotion on all pre-orders, but you get the card when you pick up the game, no waiting and you get to spend it paying for the game itself.

 

Unfortunately, not everyone is near a store, but for anyone that is, its worth it. Any issues can be resolved right there without jumping through online/phone hoops.

 

Dealing with any phone CS can be messy. Its not all the time, but its enough to not forget. Whether its MS, Sony, etc, crap happens and you might get poor support even if most people never have an issue. The OP did the right thing and kept talking up the chain until he was satisfied. I'm glad he got it worked out.

Link to comment
Share on other sites
Grand Master

cork1958

Posted
Posted

Topic cleaned

 

Quit the bickering please and let OP have his say.

 

No doubt.

 

FWIW,

I despise any of those wait for a rebate/refund/reward type things and this type stuff happens very often.

Link to comment
Share on other sites
Grand Master

trooper11

Posted
Posted

I thought they usually didn't give rebates / gifts until after a return period was over? 10 days seems short to me honestly

At the stores you don't wait at all. The day the game is out, you get the gift card, which you can turn around and use to pay for that new game.

Link to comment
Share on other sites
Grand Master

DirtyLarry Veteran

Posted
  • Veteran
Posted

I just got off a web chat with a MS Support Specialist to confirm I should indeed be receiving a $10 promo code for not only my Forza Horizon 2 pre-order but also for my Sunset Overdrive pre-order when it is shipped.

 

They did confirm the codes should be sent out 10 days after the games are received.

 

I now have a case service reference # I can reference if for whatever reason I do not get the codes.

 

So that was pretty painless. Let's see what happens if I do not get the codes. The one for FH2 I should be getting sometime after the 11th.

Link to comment
Share on other sites
This topic is now closed to further replies.
 Share
Go to topic listing