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Customer support or customer torture? This service is a *** joke.
I have called on four seperate occasions... the first guy understood what I was saying, then told me he would be escalating my case and I would receive a call-back on Friday. This of course, didn't happen so I ring back to be told they will contact me shortly. Third time round, I'm told the service is down and they cannot retreive my details.
Fourth time? This guy is unbelievably stupid. I explain 6, yes... six times what my problem is. I state Hexic HD comes pre-loaded onto Xbox 360 hard-drives and due to corruption of some game saves and other data, I had to re-format. I then explain what I want is a redeem code to get the game back... what does he tell me? To go fire up my console > account management > download history and re-download the game from the list.
It is at this point which I feel someone is repeatedly hitting me in the crotch with a frozen sledgehammer. I explain again that the game would not be present in my download history, because I didn't download it from the Marketplace because it came loaded on the hard drive.
He then pauses, and begins to fire a crapload of security questions at me. What are the last four digits of your credit card? It's my dad's that I used once and he isn't here so I don't know... but I can verify the amount of Microsoft points I purchased with it, what those points went toward (N+) and on what date all this took place. He then asks me my security question... which is not what I set it to in December of 2006 when I first joined LIVE.
I then confirm my full name, home address and phone number... including my gamertag. He then tells me to go to my download history, again. At this stage, I am prepared to poke both of my eyes out. I say again that it will NOT be there because I did not DOWNLOAD it, because I had it from the start on my storage device.
He then asks me for my serial number, which I cannot give at the time, and what kind of Xbox 360 I have? Core or Pro? I tell him I first had a Core from November 2006, which I gave away in May 2007 and purchased a Pro in July of the same year... I even stated that it died within 4 minutes of operation and had to be sent off for repair.
I'm then told to hold, for 12 minutes. He comes back and tells me to explain my dilemma from the start - I'm forced to do this twice at which point he finally says "Oh!" - and now I feel hope.
He then tells me, content downloaded already is re-downloadable for free, so all I have to do is go to the Marketplace. I say for the 5th time that the item is no longer on the Marketplace, which is why I'm requesting a redeem code for the item which was originally free. He then tells me free content cannot be re-downloaded with redeem codes... and that it is 100% impossible. I inform him of a little website called Xbox.com and their forums, which is a discussion board based on the product he is supposedly a "support" agent for.
He then tells me anyone who told me they were able to re-download Hexic HD from the Marketplace with a redeem code because it was lost from the hard-drive are liars, because this method is simply not possible. Here, I roll off my sofa and feel like rolling around in pure frustration.
I then explain right from the start, which is when he tells me he will be escalating my case. Here, I get pissed off. I raise my voice and throw all sorts of phrases showing my dissapointment, and he says sorry. He says he has done all he can possibly do and escalating my case is the last option, because Hexic HD cannot be re-downloaded from Xbox LIVE, and anyone said they have done so is a liar.
I hang up, and re-dial, and say I was supposed to have a call-back today. I'm told I will receive a call for definate before closing hours, and I'm also promised this.
Closing time arrives and still, no call.
All I want is a redeem code for an arcade game... God, can you hear me?
Work hard, play hard.
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