Dear Microsoft Corporate,
I don't know why I'm having to write back a
second time because I've been promised by three different people that this problem should have been corrected already, yet nothing's been done by anyone. Someone's lost my work order, my case number's changed, nothing's getting done. This is REALLY irritating.
My case number is still #105XXXXXXXXX
What do I have to do to get my games working offline again?
I am SICK of waiting on Xbox Customer Support. This is 13 weeks now.
How would you like to wait 13 weeks to not get paid?
13 weeks to get your car repaired?
13 weeks for food?
13 weeks for power? 13 weeks for internet access? 13 weeks before you get to see your kids again?
WAITING FOR SOMETHING YOU DESERVE ACCESS TO AT ANY TIME IS NOT FAIR TO THE PERSON KEPT WAITING.
Stop making me wait. Fix this. In the time span since I've been dealing with this issue Congress has passed a bill to give every US citizen a $600 refund check. We've declared Presidential candidates and nearly finished with our primaries to declare candidates for each party. Britney Spears has been arrested or apprehended by the police 4 times. The price of oil has risen over $100 a barrel.
I could build a list here, but I fear I could fill another 13 weeks of time in filler content to get to the point of this email.
I WANT MY GAMES WORKING OFFLINE AGAIN.
Not tomorrow, not 30 days from now, not 40 days from now, not 24 hours from now. I want them working now. I want a resolution now. I want them working from the second I hit send. And I want it without any lame duck apologies from operators who could care less about the problems. I want a resolution.
I want this case number LOCKED DUE TO IT BEING RESOLVED.
I want your case support team to have a sense of accomplishment from actually finishing out this case number, so they can go home, crack open a cold one and think to themselves, "I did a good job at work today..."
Why are these things so difficult?
Again, I'm posting this email up on Destructoid.com in hopes that this constant exposure brings to light the sloppy and inadequate customer support of Xbox Live Customer Service, and further more,
I'd openly recommend that anyone that purchases MS points from Xbox Live do so with some sort of credit card service protection, because if Microsoft won't fix this lousy problem, maybe sending my creditors after you to get their money back (after they refund me my money) is enough to get the problem addressed.
You act as if though this is happening to you and you alone. Thousands if not, millions of people have underwent and are currently going through the same torrid state of affairs as you and while some bitched, moaned, cried their eyes out, bought another system and sent death threats, others acknowledged this notion and moved along then proceeded to find an immediate distraction until said system is returned.
My suggestion is that in this time of year, with the weather improving, look to other activities or "distractions" in hopes of finding something new to do.
Should your system ever RROD on you, look for the same level of sympathy from me regarding your issue.
I've got about $135 of my own money invested in these Arcade games that I'm entitled to over the life of the console. This is assuming the supported life of the Xbox 360 brand, not my own thrice RROD'd console.
I've been led to believe originally that these games are mine. And then I'm led to that they're mine so long as I keep this console, and then my console dies. And then suddenly it's like I'm a foreigner to these games.
Is that honestly fair to anyone that pays money for these games?
There's a forum thread on Xbox Live that's been ongoing since December 2005 with people having this problem. I guess repeatedly beating MS over the phone regarding this issue isn't addressing it properly hence my post.
If you still consider my post to be "materialistic and a psychological obsession" then please reconsider your membership of this site.
Destructoid = HARDCORE GAMERS.
Damn, and here was me training to be a psychologist and all along we have people on here with their on-the-spot diagnosis!
:P only joking, he's not obsessing about it, he'd just regularly peeved off about something. Its a big leap to reach an obsessive state from just being annoyed about something.
To be frank, if it was me (though it wont be as i doubt i'll get a 360, ive got a colgate 360 toothbrush for now) then after 13 weeks people would be all "how come you don't play on your 360 anymore?"
And i'd respond "36... OH, you mean that? *gesticulates towards mouldering, dust cacooned shape in the 'neglect' corner* yeah i got bored of it, i just started reading instead"
Its not as if hes got a PC, people buy consoles so that this shit doesn't happen. Microsoft, Sony, and Nintendo are supposed to be releasing products that aren't supposed to have these issues.
If gamers could fix their own console malfunctions it would be different but to rely on microsoft to fix your console and have it take over 3 months is just too much. No one deserves that.
@NightDehumidifier: Just because dvddesign is one of the few that are fighting back doesn’t make him wrong or obsessed. He’s perfectly within his rights as a customer to complain about this kind service (or should I say, lack thereof). Ever hear of The Consumerist or the Better Business Bureau?
Nope, PSN allows 5 downloads to any console that has that registered gamertag or any different HDD that's installed in a PS3.
There's no resolution to this other than to have my points spent on games refunded to me (and allow me to repurchase under a new gamertag) or to relicense the games back to me, which apparently takes 30 days (or longer...)
I just got off the phone with Microsoft support and they've basically said to piss off (without actually saying THAT) until this is resolved by the licensing team.
They said to continue calling them for a status update is a waste of my and their time.
"Thousands if not, millions of people have underwent and are currently going through the same torrid state of affairs as you"
So? Should he keep his mouth shut then? DVD just wants to enjoy what he's paid for. Just like everybody else. It is NORMAL you know.
"My suggestion is that in this time of year, with the weather improving, look to other activities or "distractions" in hopes of finding something new to do."
Yes, do that, look away. You'll get a very successful life that way.
@DVD
This really sucks man. I don't get it. Why the wait? It's not that hard to fix right? "Tell that to Microsoft!" Yes, I know. Stick to the case man. They have to help you. Good luck with this.
Anyway DVD simply wants to play his games when and where he pleases not when Microsoft pleases. Im a psychology undergrad and his case is not obssesion it is merely persistance so shove your Dr. Phil crap up you nostril.
Personally I don't think any company has this DRM thing sort it should be a case of you buy it and its yours period. Not buy it and it's your if and when our terms and conditions allow.
You're missing the point. The point is not whether or not you can find other things to do, the point is that when you pay for something that you're supposed to then *OWN*, you would like to retain ownership of said item indefinitely. The idea that because you can find other things to do, you should not be angry about a complete fuck-up is the kind of mentality that gets people butt-fucked in prison, you know.
Wait...what?
OK, anyway, what I'm saying is that it's not right to let MS off the hook on this issue simply because you can find other shit to do. He still paid for stuff that doesn't work right, and hasn't for (apparently) 13 months, and there's no reason that *shouldn't* make him mad.
If my car stops running, I can find alternate ways to get around, but I'm still going to be pissed that my car is not running, ya dig?
Again, I'm posting this email up on Destructoid.com in hopes that this constant exposure brings to light the sloppy and inadequate customer support of Xbox Live Customer Service[.]
and initially thought it said:
If anyone has a condescending "recommendation" supported by pretentiously inane psychobabble and a questionable grasp of the English language that completely manages to miss the point of the post, please leave it in comment #2.
To some people the problem is not just a defective product. It's the feeling of also being mistreated and lied to by the product's maker in the hopes that they will give up and go away. This is a way to rectify a perceived imbalance of power between consumer and producer. It certainly accomplishes no less than remaining silent.
If you'll excuse me, I have other activities or "distractions" to attend to.
I had my points refunded back to me back in May on my LAST RROD.
Apparently MS isn't doing points refunds anymore.
@night
Jeez, you know it isn't so much the fact that I've got nothing to do, it's the fact that MS won't fix the goddamn problem they've had for 2 and a half years.
It's the fact that IF your console breaks, they don't repair this for you automatically.
It's that you have to wait 14 days to hear back if you've been approved for a relicensing.
It's then being told you have to wait another 30 days for the relicensing to take effect.
It's then being told that it takes longer than 30 days.
It's being kept on hold for 45 minutes while they "research the issue" to get back a response that consists of "someone will contact you back in the next 24-48 hours" and then getting no call from anyone.
It's knowing that in this futile hope that you get all your games relicensed back to you that your system DOESN'T RROD a third time before this happens (the last console lasted 7 months, and by my calculations, I've got another 4 months to go until this one potentially dies, where we start all this stupid bullshit all over again).
Night, explain something to me... Why is it when you post something that is meant to garner some sort of understanding or to question a company's poor business decisions that there's some asshole who thinks that they're better than everyone else and feels the need to be a dick for no better reason than to have SOMETHING to complain about in an otherwise perfectly valid complaint that isn't even directed at the original asshole in question?
I cannot begin to imagine 13 weeks of horror. Why won't they send you a 2nd console in the meantime, god-dammit... a man't need to game is NOW.
I'd hug you... but I won't. My hopes are with you.
Am I making myself clear?
I hope you get it resolved soon.
That's why I don't use the 360 anymore, unreliable and I'd rather not waste my money and time with Microsoft after the way they have treated customers and gotten away with it.
When is enough going to be enough and we stop letting them get away with such horrible customer service?
It took 4 months to get a defective wireless headset replaced, and then they forgot the charger.
On topic.... My first 360 rrod'ed on me 3 months after I bought it. I had allready purchased 5 or 6 xbla games and have the same issue you have with them. Fortunately the replacement has lasted well over a year and a half and I'm able to overlook the issue. I now have over 20 xbla games (would be more but I'm very hesitant becuase of this issue) and if this box rrods on me I will raise hell as I assume you have. I truly empathise with you and wish you luck.
My console hasn't RROD'ed yet, but when it does i really hope they resolve this bullshit of a service they call customer help.
@Everyone falling for night's trolling
He's just trolling you, all of you. Every time you reply, his e-peen grows a bit. Even if he wasn't the troll who lives under the bridge, he would have to be a pretentious asshole to say such things, and no one cares about pretentious assholes anyway.
Sony got away with it during the PS2 era so I don't think Microsoft is going to get "Scolded" for the same thing.
Sound familiar? Maybe you should take your own advice.
The difference between my problem and yours is that I'm entitled to bitch because I'm a paying customer.
MS sucks at this stuff.