Why I Will Never Purchase LIVE Again


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Lag? Nope. Price? Nope. Customer Service? Yes.

Today I attempted to call to cancel my month to month subscription. I setup the month to month because I dont play too often and just wanted to play with some friends over summer before school started up again. I decided if i ever wanted to get live again I would just purchase it through work and get the employee discount.

I started my call and was told I had the wrong department and they could transfer me over to Accounts and Billing, whats weird was I called the right number and had to speak to their machine auto dialer thing and said Cancel Xbox Live. Anyways, I was on hold for 30 minutes. During this time i had to constantly hear advertisements for xbox live and how great it is. Pitching every sales technique to me.

After FINALLY getting through to someone I told him id like to cancel and would be buying prepaid cards through work from now on, i really hate subscriptions as I always forget and never end up canceling them. Even with the given information i was treated so poorly. THey asked me over and over why am i canceling, what could they do to keep me, would i like this ontime deal of a year for 40 something odd dollars. I was furious at this point, I want to cancel, I dont want your deals, I can get a discount, just cancel my account auto pay and take my card off of records. This took the gentleman another 20 minutes to do, "Oh my system just went down let me put you on hold" only to hear these advertisements again. Then when he finally got to the final step, he said "Are you sure you would like to cancel, I can throw in a free month if you sign up today."

This is just pure garbage to me. I will no longer be using xbox live because of the tactics MS uses to try and keep customers. By having people on hold for that long, they are hoping the customer just says forget it and keeps the subscription. How terrible.

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https://www.neowin.net/forum/index.php?showforum=82

I believe you posted in the wrong forum.

quit acting like a mod. This is the Microsoft Console forum which XBOX LIVE falls under.

/ignored

Or just visit Xbox.com and cancel the subscription yourself...but whatever :p

Tried to do that, there isnt a way of taking off auto renew or removing the card. Only way to cancel that portion is to add a prepaid card into it from what i could tell.

damn, might as well get rid of your 360 too. without live its not worth it.

I rarely play games online, never home. Ive had my xbox premiums since launch and have had a total of 2 months on live. It just isnt for me all the time, so no it isnt worthless to me.

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There is a way to remove your credit card. I've done it myself on xbox.com. You clearly just didn't look long enough.

Edited by Chicane-UK
Removed inflamatory comments..
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That is a suckky experience dude, I had a similar experience with Sony years back when I tried cancelling EQ2, for some bizarre reason they decided it was good customer experience to remove the ability to cancel your subscription online, you had to call them to cancel, took bloody ages and they kept trying to ply me with advertising etc, eugh -_-

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^ You know putting your card anywhere online is never a good idea. Also, that its set too auto renew, and what did you expect? Almost every subscription based service will talk you into staying some how.

Now was putting you on hold necessary no? Did the system go down, i dont doubt it, it is microsoft. But was it really something he should of made you put on hold for? No.

But this doesnt mean you cant buy subscription cards. NEVER getting the service again because of 1 call will make your point poitnless to people. Ive had GREAT convos that lasted me 5-10 mins with xbox live customer care about 15-20 times now. Red Rings(friends, customers, etc) Xbox Live subs(customers) and etc. You just gotta know when to call. You probably got a new guy/gal who wanted to KEEP there job so they had that "keep them on line or youll get fired" scare on them.

Just relax and get cards. Or sell your 360. Really its pointless to have a system and with your attitude you might as well get rid of the system.

/end my attitude

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crying has been snipped

You will be missed in the Live community... its part of the retention program, lots of companies use this way to keep customers. Some are obviously worse than others but crying on a forum about your experience is not going to change the way things are done. Try calling any subscription service - cell phone, sat. tv service, magazine, newspaper, etc each and every one of those businesses will make numerous attempts at keeping a customer.

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Stop complaining and blame Microsoft all you want. Cable, TV, Cell phone, ISPs, and MANY other companies do the same thing so you may as well stop watching TV, using the internet, and talking on your cell phone as well...because when you try to quit/switch...they will do the same thing to keep your business.

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Sounds awful. But unfortunately, it sounds like the typical support from them.

I'm sure somebody at some point somewhere on earth had a good experience with Xbox support, but definitely nobody I know.

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but you can go on the internet and cancel. which is easier than going to a store.

wasnt able to do that, the representative even said its impossible so im not sure why you all keep saying i shouldve done that.

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I found that link to, but every time i tried clicking on "on: it was never a link in both FF and IE.

You need to go to the Membership Level page, not the My Account home page. It says "Automatic Renewal: ON" on both, but only on the Membership Level page is it actually a link. I just tried it myself.

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Maybe I haven't called for a while, but AOL did the automated service that required you to "say" each choice you wanted. Live usually isn't a terrible phone call, but 30min isn't fun. I guess I've been lucky as even my Best Buy PRP return was very smooth, especially the phone conversations. Now asking to refund my credit card and use my store credit for the Elite at the BB store returned a "I don't get it?" from the high school clerk.

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:cry: :cry: your moaning because a company is giving you incentives to stay? Thats what cancellations/retainment departments are for.

O2 actually took ?5 off my line rental before(I was on a ?15 tariff).

That said, your call did take too long.

When I cancelled, I just said I would be in a location where I couldn't use Live. Then they set it to end at the end of the month.

You can also use the website to cancel a subscription now(for future reference).

Your lucky you didn't have to call the Student finance company I did yesterday, that call-line had everything, two languages(with the less prominent first), keypad options, and then one of those voice automated systems...took about 10 mins of options to finally get through to somebod:angry:y:.

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No company keeps customers on hold for long periods on purpose in hopes they'll hang up.

If they can answer them fast, wether they cancel or not, they have a happy customer, happy customers return.

If they are on hold for long periods wether they hang up or not, they are angry, they are probably even more angry if they wait long enough to hang up. Angry customers are never good.

Angry customers act like tweens who didn't get their cool toy and go on internet forums and whine like babies.

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