XBOX Live Customer Support : Can they be any more dumb/worse?


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I bought this 12+1 Xbox Live Gold membership cards from recent Best Buy offers. I was trying to redeem it today and constantly getting this message.

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I tried that a couple of times then gave up and went to my computer where I was getting,

An error has occurred during the transaction. Please try again later.

I called Xbox support and this girl answered my call (american not indian) and I explained her everything. She wanted to "double check" and put me on hold. Then took the redeem code from me and again put me on my hold. She comes back and asks me is my Xbox able to connect to Xbox Live - I told her it is and I was playing Halo3 online just before I did this. I reminded her that I also tried this from my computer. At this point she told me to perform Xbox Live network test! I told her connection is not a problem but she insisted "if you don't want to co-operate I can't help you" :huh: . So I went ahead and did that anyway. I knew I have a moderate NAT problem but the overall test was successful. Here I made a dumb mistake of telling about the NAT issue. That's it. She was hell bent on saying I must configure my router properly before she can help me. I told her but I get an error if I try to do this from my computer as well. She says you have a NAT problem which is in your router not Xbox so I have the same problem from my PC!!!!!! :blink: I was angry at this point and couldn't help but raise my voice (a little..wasn't shouting) and told her that I can open Xbox.com so how can NAT be a problem.

She repeats you must fix the NAT issue which is in your router and hung up! :angry:

This was my fourth time with Xbox customer support in last 5 years and this is first time I ever had a problem but it turned out to be worst ever.

P.S. I called up again and this time seemed to have gotten through a sensible lady. On hold again...

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I've had some problem with Windows Live services this morning, all live.com websites were giving me problems, and I was having a problem communicating with specific contacts on Windows Live Messenger, I'm sure that's what the problem is.

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Try calling back and having them check if the code for the card is cold. Maybe it didn't get activated correctly at the store.

It's a shot in the dark, but at least you wouldn't have to go in to the whole network/NAT discussion with them again. And who knows, it might be the case! I've noticed XBL is kind of cryptic with it's error messages :p

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they **** me off I had a card and used siccsors to scratch the silver stuff of and destroyed the code

they told me I couldnt get the code back even though there was another code(which I compared to others) that was way diffrent so im guessing it could have been used to get the key back or something

I ended up going to best buy and explaining my story to costumer service and got a new 3 month card

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they **** me off I had a card and used siccsors to scratch the silver stuff of and destroyed the code

they told me I couldnt get the code back even though there was another code(which I compared to others) that was way diffrent so im guessing it could have been used to get the key back or something

I ended up going to best buy and explaining my story to costumer service and got a new 3 month card

So because you used a sharp object on a scratch tab thats their fault. Your not supposed to use sharp objects, i thought that was pretty much common sense. Get a coin.

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they **** me off I had a card and used siccsors to scratch the silver stuff of and destroyed the code

they told me I couldnt get the code back even though there was another code(which I compared to others) that was way diffrent so im guessing it could have been used to get the key back or something

I ended up going to best buy and explaining my story to costumer service and got a new 3 month card

The other code is a checksum that can be used to verify the actual code, it can't be used in place of it.

however if the actual code had been used, they could have used the checksum to verify that you had the actual card, and it wasn't fake.

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I find them to usually be rather pleasant, but more often than not they aren't very helpful beyond being able to follow the instructions that are presented on their screen. Unfortunately as soon as you need to deviate a bit from their nice routine then they often lose any real idea as to what to do.

When it comes to them asking about retesting your network, disconnecting cables etc and you've done it previously I usually just say ok, go into the kitchen and get a drink and then go back and say I did it. I run through those tests anyway before calling in the hope that I can avoid talking to them at all so I tend to prefer not to re do them for the N-th time.

In regards to the first paragraph. One example would be issues I had with the console last year where it used to freeze very occasionally. Sometimes it wouldn't for days or weeks, other times it'd be every hour. The only game I could consistently get it to crash on was Geometry Wars 2 where I couldn't get past the menu before the game locked the console up. At the time and possibly now it wasn't an issue known about in relation to the game, at least according to the support staff on the developers site who I contacted.

Anyway getting that looked into was a pretty big pain in the arse. They kept insisting I reproduce the crashes in another title and it took me ages to get through to them that my entire issue was that the crashes were inconstant when playing games other than Geometry Wars. That and they couldn't even give a reason as to why I would try and lock up my console just the one more time for them given it wouldn't help solve the support case anyway once it finally did occur.

Eventually got the console returned even if I had to pay to extend the warranty since it wasn't a RROD and it took two phone calls to get it done.

Edited by Smigit
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I used to work for Microsoft Xbox Support. I was awesome. v_v

No but seriously though, always got great feedback from the people I dealt with. My official MS performance reports were great too.

I have to agree in a way though. I had some colleagues that were just plain dumb. They annoyed me, and I didn't even call them, lol.

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well dhan, what happened in the end?

Haha forgot to report back. The second call worked in usual manner (Y). I first got connected to a guy who after reading the error code forwarded me to billing department. The lady there checked everything and told me that they were facing problems with servers and it will be sorted out(service status was normal for Xbox Live). She asked me to try again after 24 hrs. I did and it worked.

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