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PeteGoo/01. Website support chat

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Xbox One support nightmares
Raw
01. Website support chat
11/11/2013
Basically I told them I was double billed when I ordered Xbox live gold via the console.
They
* Re-imbursed me one of the payments
* Cancelled my gold subscription
* Gave me a code - see 2.
Raw
02. Follow up email from chat
11/11/2013
Dear Peter Goodman
You recently contacted Xbox Support regarding a problem with your Xbox LIVE account. As promised, this email includes a prepaid code (or codes) that you can use on your Xbox LIVE account.
To redeem the following prepaid code (or codes), click Redeem Now beside the prepaid code, and then sign in using the Microsoft Account and password for your Xbox LIVE account.
12 Month(s) Xbox LIVE Gold : *****-*****-*****-*****-***** Redeem Now
Once you are signed in, click Redeem Code to redeem the code for your account. Repeat this process for each prepaid code (if necessary).
Alternatively, you can go to Xbox.com/RedeemCode[ME(L1] and sign in using the Microsoft Account and password for your Xbox LIVE account. Once signed in, copy and paste the prepaid code listed above into the edit box, and then click Redeem Code. Repeat this process for each prepaid code (if needed).
...
Raw
03. My Reply
12/11/2013
Hi,
This code fails with error attached so I wad unable to redeem it via the web or the Xbox.
Raw
04. No Reply to above so My Website Chat
13/11/2013
Basically I spent an hour chatting asking why I can't add codes via the website or the console.
At the end of that hour I think the support rep finally understood what I was talking about before she told me someone would email me.
Raw
05. Email from them
16/11/2013
Service Request Number: 1227127881
Dear Peter,
My name is *****, and I am with the Xbox Customer Care Advocacy Team. I would like to thank you for taking the time to contact us in regards to the Xbox LIVE Gold Subscription redeemed incorrectly on your Xbox LIVE account. Rest assured that I am committed to resolving your issue quickly and efficiently.
To complete your request, I have downgraded your Xbox LIVE subscription to remove the gold service. Please be advised that this is a one-time exception, so you will want to ensure to carefully redeem the token provided on the correct account. Please use the token code provided below on your desired Xbox LIVE account:
*****-*****-*****-*****-*****
You can apply the token code(s) to your account in whichever way is convenient for you:
Using the Account Management features of your Xbox 360 console.
On Xbox.com, at https://live.xbox.com/en-US/RedeemToken. (Sign-In required)
If you have any concerns regarding this notice, you may either reply to this message or contact Xbox Customer Support directly using the information available at http://www.xbox.com/support/contact, and reference the Service Request number above, and someone would be happy to assist you further.
We sincerely apologize for any inconvenience that you have experienced. We appreciate your understanding and patience while this problem was resolved.
Thanks for being a member of Xbox LIVE!
Sincerely,
********
Raw
06. My initial reply
16/11/2013
Hi so, just before I try this (as I am at work at the moment) I would like to make you aware of the following:
- I am using an XBOX One not a 360.
- The previous code that I received did not work. It was recognised as a 12 month code but failed to unlock.
- I have since received a 12 month free subscription from my internet service provider as a special offer. This came in the form of another code.
- I tried the new ISP provided code above and it also did not work on my account. The same error was received.
- Due to the fact that I now have a free code from my ISP I would rather just have the remaining payment to XBOX live refunded, have whatever it is that is stopping my account from being able to unlock codes fixed and get on with my life.
Thanks,
Pete
Raw
07. Their reply
16/11/2013
Service Request Number: 1227127881
Dear Peter,
My name is ******(same as above) and I am with the Xbox Customer Care Advocacy Team. I would like to thank you for taking the time to contact us in regards to the billing on your account. Rest assured that I am committed to resolving your issue quickly and efficiently.
At this time your account is in good standing and you can proceed in redeeming your Xbox LIVE Gold 12 month Membership.
If you have any concerns regarding this notice, you may either reply to this message or contact Xbox Customer Support directly using the information available at http://www.xbox.com/support/contact, and reference the Service Request number above, and someone would be happy to assist you further.
We sincerely apologize for any inconvenience that you have experienced. We appreciate your understanding and patience while this problem was resolved.
Thanks for being a member of Xbox LIVE!
Sincerely,
Raw
08. My Reply
16/11/2013
No, this failed again on the website. Here is the screenshot. I was logged in as ***@*****.com with the gamer tag ********
It would also appear that you may not have properly read my previous email. I was saying that I now have another code from my ISP as a special offer which makes the code I received from you, and the payment I made redundant. Hence I was requesting a refund and the issue with code entry resolved. It would appear that neither of these have been done.
The code form my ISP which is also failing is *****-*****-*****-*****-*****
Raw
09. Their reply
17/11/2013
Service Request Number: 1227127881
Dear Peter,
My name is ****** and I am with the Xbox Customer Care Advocacy Team. I would like to thank you for taking the time to contact us in regards to the billing on your account. Rest assured that I am committed to resolving your issue quickly and efficiently.
In order to redeem the prepaid subscription token you must do so directly on the console.
If you have any concerns regarding this notice, you may either reply to this message or contact Xbox Customer Support directly using the information available at http://www.xbox.com/support/contact, and reference the Service Request number above, and someone would be happy to assist you further.
We sincerely apologize for any inconvenience that you have experienced. We appreciate your understanding and patience while this problem was resolved.
Thanks for being a member of Xbox LIVE!
Sincerely,
Raw
10. My Reply
17/11/2013
Hi this code still fails when entering it on the console. The error code is Xbos-0x80169D3A. Please stop putting me through this painful loop of incompetence.
What concerns me here is that your request does not make any sense. Why would it only work on the console and not the website? I get the feeling that you do not know what the problem is and you are merely getting me to try it on the console as a wild guess.
Another concern is that YOU KEEP IGNORING THE REQUESTS THAT I MAKE TO GIVE ME A REFUND!!!!! I send you emails telling you these concerns and you ignore me in your responses as I if I never made the request. It is very rude, unprofessional and is starting to make me very angry.
Another concern I have is that the link you give me to the support website always redirects to the US version with US phone numbers. I am in New Zealand and can only find support phone numbers by looking through the forums for posts by other people who cannot find the phone numbers.
Please get someone else who is actually dedicated to solving problems look at my case and tell me why I can't enter any codes instead of just giving me more codes to try and telling me to try it on the console instead of the website.
Raw
11. Their repy
17/11/2013
Hello Customer, <--- they actually just called me 'Customer'
This is a follow through email regarding your last contact with us to make sure that we provided the best solution to your issue. We'd like to know if you come across other issues that you may need assistance with. Please reply to this email if there is anything else that we can do for you. If we don't hear from you after seven days, we'll go ahead and close this ticket.
If you must need additional assistance, you may choose any of the options below for your convenience should you may want to contact Xbox Customer Support again:
· Chat Support: http://support.xbox.com/en-AU/contact-us?xr=footnav#1:0 ; Hours of Operation (24x7)
· Phone Support: 1-800-555-741(Australia) and 0508 555 592 (New Zealand) ; Hours of Operation (Mon-Friday: 7 A.M-9:00 P.M; Sat-Sun: 9:00 A.M-5:00 P.M)
Thank you,
*****
Raw
12. Phone call I had with suppor
17/11/2013
Was over an hour, was very painful.
Made me remove my account from my console.
Ugh.
Raw
13. My email reply
17/11/2013
Hi,
I have since called support again and done the following.
De-registered my account from my xbox and re-added it, then tried 2 different codes and both fail with the error message 0x80169D3A. My issue is still not resolved. They have escalated this case to the advocacy team.
There is an issue with my account being able to redeem xbox live subscriptions for some reason. When I got my XBOX one I was able to redeem the day one achievement and the FIFA game card codes via the QR code method fine so I guess I can redeem codes somehow but the error above suggests that my account is locked or something.
Please also note this separate support number which has additional information from my other discussions - SRX1227127881ID.
Raw
14. Their reply.
19/11/2013
Service Request Number: 1227127881
Dear Peter,
My name is ******, and I am with the Xbox Customer Care Advocacy Team. I would like to thank you for taking the time to contact us in regards to your request for a refund on your Xbox LIVE account. Rest assured that I am committed to resolving your issue quickly and efficiently.
I have reviewed your request, and successfully processed a one-time refund exception of $79.99 for Xbox LIVE Gold to your payment instrument. Generally, refunds will be received back into your account within 72 hours, however could take up to 30 days depending on your financial institution's individual policies.
Regarding error code 0x87DD0006. <--- Note this not the error I gave them.
1. Delete your profile from the console by going to “settings” and then scrolling to the right and selecting “Remove accounts”
2. Once the profile is removed from the console, hard shut down & clear cache by holding the console power button for 5 seconds
3. Restart the console Go to “Sign in” and select “Add new” to recover the profile.
If for some reason this does not resolve your issue, please attempt to update your proofs at https://account.live.com/ and then try again.
Please note that if you have any outstanding balances owed on your Xbox LIVE account for pending subscription or application purchases, the refund may end up being prorated by the billing system to cover any outstanding balances. If you do not receive the full amount of the refund you are expecting, please visit https://billing.microsoft.com/home.aspx and sign into your Xbox LIVE account for a detailed view of your charges and refunds.
If you have any concerns regarding this notice, you may either reply to this message or contact Xbox Customer Support directly using the information available at http://www.xbox.com/support/contact, and reference the Service Request number above, and someone would be happy to assist you further.
We sincerely apologize for any inconvenience that you have experienced. We appreciate your understanding and patience while this refund was processed.
Thanks for being a member of Xbox LIVE!
Sincerely,
*****
Raw
15. My Reply.
19/11/2013
Hi,
Thanks for that.
I have already tried de-registering from the console and restarting. I did this on the phone with support recently and it did not solve my problem. I still have an issue with running codes on my console, I cannot enter the code I got from my ISP - "*****-*****-*****-*****-*****" (the same happens when I input them on the web) so I'm not sure how the above fix would work anyways.
Also the error code is 0x80169D3A not the one you quoted. Ihave never mentioned that error code at any time.
Another question...what are "proofs". I have no idea what these are.
Raw
16. Their email
20/11/2013
Service Request: 1227470323
Dear Peter,
My name is ****** with the Xbox Customer Care Advocacy Team. I would like to thank you for taking the time to contact us and I am happy to assist you in obtaining a replacement token to get you back in the game! In order to help, I just need a little more information.
It looks like your pre-paid card is registering as invalid when you attempt to redeem it. In order for to assist you further with this issue, I ask that you provide the following information:
Required information
A scan or legible picture of the front of the pre-paid card
A scan or legible picture of the back of the pre-paid card
A scan or legible picture of the receipt
Note: Please ask the retailer for another copy if you no longer have the receipt.
Important Directions for Sending Images
Send the images from a computer as the images will sometimes be blocked when sent from a cell phone.
Keep the file size of each image under 2MB (2 Megabytes).
Use the Attach option when sending the images.
Be sure you are not dragging the images into the body of the email.
Alternate Fax Option
Include the following information when faxing in your images:
ATTN: ******
SR # 1227470323
Send the images to ***********
Please respond to this email to let me know you sent a fax instead
Thanks for your diligence while working with me via email. If you follow the above steps there should be no issues receiving the images on my end. If you have any other concerns regarding this issue, please respond to this email directly and I will happy to help.
Thanks again and hopefully next time I speak with you it will be because I am providing you a replacement code. I hope you have a great day!
Sincerely,
Raw
17. My Reply
20/11/2013
OK, you're kidding right?
******, can you please read the notes on my account. I have never purchased a card through a retailer. I purchased....
honestly I can't go through this any more. I've explained this so many times, I have had 14 emails, 2 online chats, 3 hours of phone calls and I keep having to explain these issues.
My Account won't let me activate GOOD codes.
I received 2 codes from support (after being double billed) and one from my ISP (via an online form). None of them work and they are GOOD codes.
Look through my history it talks about the prepaid codes I have been given and the error code I get when online. It also talks about my history and the issues I have had. The support numbers are
SRX1227127881ID
SRX1227470323ID (this is the same one you quoted, the one where the support representative said she had noted all the relevant information so that I wouldn't have to explain this again, it makes a really good read, you should give it a try)
The prepaid codes I have received (in chronological order) are:
*****-*****-*****-*****-*****
*****-*****-*****-*****-*****
*****-*****-*****-*****-*****
The error code I get online and on the console is
0x80169D3A
My gamer tag is ********. My registered email address is ****@********.com
This constant circle of excruciating support dialogue along with the fact I can't play my own videos on my new Xbox One is driving me nuts.
Please read the notes before contacting me again and wasting my valuable time. Better yet, call me on +64 ******** so that I can explain to you just how annoyed I really am.
Raw
18. Their email
21/11/2013
Service Request: 1227127881
Dear Peter
My name is ****** with the Xbox Customer Care Advocacy Team. I am sorry to hear about your pre-paid card (PPC) issue and I will be happy to help you with this problem. Let me share what I was able to find out about you're the pre-paid card you provided.
I was able to confirm that your PPC is coming up as already used when you attempt to redeem it. I have been able to look into this a bit more and find that the code was not properly applied. The only way to resolve this is to provide you with a replacement code. I have provided the replacement code below:
*****-*****-*****-*****-***** 12 Mo Live Gold (CSR)
Note: The token code provided above does not expire; however, once currency is applied to the Xbox Live account they will expire after one year. I have also provided additional information on how to redeem a pre-paid code.
If you happen to run into any issues redeeming the replacement code I provided, please respond to this email so I can help.
Thanks again for being so patient and I am glad I was able to get you the quick replacement!
Sincerely,
Raw
19. My Reply
21/11/2013
Hi,
I've just tried the code and I get the same error -
Xbos-0x80169D3A
1a297b23-7e13-4592-b91c-26a2a0340120
2013/12/20 - 18:14:49 UTC
Please read the notes. The other connected issue which may have more details is SRX1227470323ID. I have tried 4 codes so far and this is the 16th email in the chain, I've had 3 hours of phone calls and an unfathomable amount of wasted time.
Please, please get this sorted. I have no energy left.
Raw
20. Twitter conversation
23/11/2013
Xbox Support ‏@XboxSupport1 23 Dec
@petegoo It looks like your account may be blocked- http://xbx.lv/1dEfm6X you can reach out to phone support: http://xbx.lv/CnctUs
^JX
Peter Goodman ‏@petegoo 23 Dec
@XboxSupport1 Also, phone support just raise it to advocacy team who give me another code and never reply
Xbox Support ‏@XboxSupport1 23 Dec
@petegoo Are you able to reply to the last communication you received? There may be a few things on their end needed to resolve still ^JX
Peter Goodman ‏@petegoo 23 Dec
@XboxSupport1 Already done https://gist.github.com/PeteGoo/8089051#file-19-my-reply …
Xbox Support ‏@XboxSupport1 23 Dec
@petegoo Gotcha, you may consider reaching out to them again when you have a chance - please keep us posted ^JX
Peter Goodman ‏@petegoo 23 Dec
@XboxSupport1 :'(
12:46 PM - 23 Dec 13 ·
Raw
21. Email from support
24/12/2013
Service Request: 1227470323
Dear Peter,
This is ****** again with the Xbox Customer Care Advocacy Team. I looked into a couple of things and noticed that you have not tried to redeem the codes on your console, just on Xbox.com. Let's do this, try downloading your profile to your Xbox console and then redeem your valid codes. This should work for you, if it does not, please provide a screenshot of any possible error code or message so that I can investigate further but again this should work. Thanks again and Happy Holidays to you.
Sincerely,
Raw
22. My Reply
27/12/2013
Oh, cliff. Why am I still doing this. I feel like it is Groundhog day.
Done this before.
Didn't work then.
Didn't work now.
Did you change anything to make it work and this is why I am repeating the same steps? I suspect not.
I am really not liking this, follow along with what is fast becoming the longest, most excruciating support experience I have ever had -> https://gist.github.com/PeteGoo/8089051
Raw
23. My further details email
27/12/2013
Oh, and here is the proof it didn't work. [attached screenshot file]
You might recognise it as pretty much the same error message I have sent before.
Raw
24. Customer Satisfaction Survey
27/12/2013
Dear Xbox Support Customer,
Xbox Support would like to ask you a few questions regarding your recent request to our support team. Your answers will help us improve the Xbox customer support experience.
If you remember contacting Xbox Support and would like to share your experience, please click here to start the survey .
Thank you for your participation.
Please note that this invitation will expire on Thursday, January 02, 2014.
-- Your Xbox Support Team
--> I shared my experience (this gist url)
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