The Consumerist is always a handy little site to check if you want to see what certain companies try and get away with, and every now and then you'll see some game-related chicanery pop up. Such is the case today, as one unfortunate customer explains how he was talked into forking over a year's Gold subscription for the privilege of having a free Silver account.
ForceTrainer recently ran into problems when he forgot to update his credit card information. Despite reminders from Microsoft, the absent-minded gamer failed to update the info and his access to Xbox Live was terminated. While not a big deal to the former XBL member, he still wanted access to his DLC so finally decided to update his information and get a Silver account. However, he soon ran into problems after Microsoft made him pay a full year's subscription to settle the month or two of Xbox Live Gold that was outstanding.
He verified that my billing information was updated, and he told me that I would be charged $49.99 because I had an owing balance on my account. While all I wanted to do was convert to a Silver account (hopefully for no charges), I was half expecting this since my account had technically lapsed in June. I asked if it was possible to just pro-rate the two months that I was given service after my account lapsed, and I was told because I'm an annual member that wouldn't happen. Alright, fine, no big deal – it's just $50.
Just fifty bucks indeed, but it was certainly a big deal when he found out that the $50 was just to get reconnected to the Internet via his 360. After being informed that the money was purely to bring his account into balance and that he was not due the rest of the year's Gold membership, needless to say that things got very messy. More after the jump.
The charge was put through and I figured all was set. Here's how the rest of the conversation went:Me: Alright, so my account is settled. Since my account lapsed in June I'm assuming I should have about 10 months left of Xbox Live Gold service, right?
Rep: No.
Me: Ummm… what do you mean no? When I paid the $50 I was paying for service from June 2008 to June 2009. I understand that I won't get a full year of service from today, but how come you're telling me I'm not going to get Gold service at all?
Rep: By paying the $50 you settled your account. Your account has been reactivated as a Silver account.
Me: Okay, I understand that my account is now settled, but I just paid for 12 months of service. If you date that from June 2008 I should have a Gold account until June 2009.
Rep: No. When you paid the $50 that was just to settle the account and bring it current. Your account was almost sent to collections, so your payment stopped the process.
Me (Getting very pissed off right now): Okay, so what you're telling me is that I just paid $50 so you wouldn't send me to collections? With Xbox Live service you PRE-PAY for the service! If I'm paying you $50 I just PRE-PAID for services that you owe me. Now you're telling me all I did was stop you from sending me to collections?
Rep: Yes. However, now that your account is settled you can go ahead and purchase a Gold account if you want.
Me (To the point of ripping my hair out): So what you're telling me is that I just paid you $50, and if I want to get a Gold level account I will need to pay again for it even though I just paid you $50?!?
Rep: That would be correct sir.
Me (Trying not to yell at the guy so I can ask pertinent questions): Okay, that makes no sense, but let's continue. Can you tell me exactly what I was charged for? Was the $50 I just spent for Xbox Live Gold service, collections fees, account reactivation… what?
Rep: The charge will be for Xbox Live Gold service.
Me (Ready to rip his throat out through the phone): You just said that I was being charged for Xbox Live Gold service. If that's the case then how come I am not getting the balance of the months?
Rep: Because that charge was to bring your account current.
Brutal, eh? I'm sure Microsoft has some small print somewhere that allows them to do this, and I'm sure that it wouldn't have happened if ForceTrainer had just remembered to update his information. Still, it goes to show how sneaky Microsoft can be and how you can get screwed if you don't keep your wits about you.
Contest:
7:41 PM on 08.18.2008
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oh..
"If I had been paying via Xbox Live Cards that you buy at retailers nothing would've happened because there are no recurring payments. So for the most part, a dedicated customer who makes an annual commitment to the service gets screwed the hardest. Thanks Microsoft!"
@Gamechamp - wtf???
This story fits in to the "But I didn't play with my Xbox 360 during the Xmas of 07, so I was never prevented from playing my games on-line" pile of arguments.
"Still, it goes to show how sneaky Microsoft can be and how you can get screwed if you don't keep your wits about you."
Who's to say that this wasn't just an isolated incident?? Do we have legions of others complaining of this? So before you start crying about "ohh look at what Microsoft does!!" How about you get some supporting evidence?
Way to blow an isolated incident out of proportion. Get a clue Sterling.
I like it when Microsoft pulls this kind of shit because I get to read all colorful posts by the brain-numbed apologists, not only making excuses for MS, but accusing those who call them out on their shit of fanboyism.
And yeah that guy should totally buy a Sony Playstation 3. I hear Sony's online service is free and they have lots of new exciting games coming out this fall just in time for the holiday season such as Killzone 2, Little Big Planet and Resistance 2, to name just a few. The Sony Playstation 3 also features a Blu-Ray player which allows you to see all your favourite movies like you've never seen them before. It's the ultimate home entertainment console.
No, this is bullshit... Microsoft is clearly wrong here and there is no fucking way they would charge $50 just to "bring your account current."
However, I have heard horror stories (on the xbox forums) of peoples gamertag sometimes being cut off when they stop paying by credit card and switch to pre-payment cards with M$ saying they will need to get a new gamertag.
I have even heard a few problems with switching credit cards where both get charged and M$ refuse to refund any double payments or even stop charging both cards and say you have to cancel one card at the bank instead (also pot luck that you cancel the right one that does not affect your service).
This is far from isolated and I regret the day I asked my gran if I could use her debit card as it has left it wide open to these problems and even fraud (people getting other gamertags passwords reset easily with a simple phone call pretending to be the owner and not answering any (or very easyily talking there way out of doing so by acting young and stupid) security questions so they can then cut off the true owner and use the tag themself for there debit/credit card... or recon armour... if you are into that kinda thing).
Also I have to keep an eagle eye open when someone else is playing about with the console incase they 'accidentaly' buy an arcade game when playing the demo of one... as M$ slip it in so easy to mistakingly buy a game at one push of a button.
Lastly if the console ever does get stolen then thats a credit card that needs canceling ASAP which involves a lot of stress and changing all other direct debits to a different card.
The DRM issue is yet another silly reason why they make you pay for gold, to get at games already paid for... what a con.
Me: I want to talk to your manager.
CS: OK.
Manager: Hello
Me: (explains situation) You can see the absurdity, right?
Manager: Yes, let me fix this for you.
As it is, (based on my experience with with Microsoft's CS) if he had asked for the supervisor, they would've said the same thing. I should contact the Consumerist about my busted ass Zune...
I remember when I was looking for my first prepaid card I heard that there are certain cards (or maybe it was ALL 12 month gold cards?) which just allow you to "top up" your account. I would give customer support/sales department a call and see what they have to say before you make the purchase. And yes, I do realize how dumb that sounds after reading a story like this.
The fact that you worked for HP support and now are trolling for the PS3 as if you work for their support team, is nothing to be proud of.
Honestly, a high school dropout, illegal alien working night shift custodial at Oracle's home office, has more to be proud of than you!
You're opinions on the pros and cons of the PS3 are for a different post. And regardless of your personal preference and that the company in question is Microsoft, the point is a CONSUMER GOT SCREWED, PERIOD.
Oh wait...
Yeah the dude got screwed and MS should Fess up and fix it, I agree, but it was about as obvious as it comes that GrayFox was making fun of fanboyism.. not adding to it. Just the PS3 Blu-ray nonsense should have clued you in... cause every gamer everywhere cares about Blu-ray over or as much as games.
And luvmysegacd: Trust me, I'm not proud that I worked for HP support. :D
Your point makes me wonder if the story is even true... I don't get it, if you have a Gold account and decide you don't want to pay for Gold any more, they suspend your account or something? That doesn't make any sense, and is clearly wrong. I doubt that they sent a collection service either... I wonder if MS even HAS a collection service for XBox related things. I don't even know what they would need to do with it, unless they had a "bill me later" option for XBox repairs or something.
Bloody M$, this is why you should get PS3s!
I was told the account was in arrears, and needed to be paid. When I asked why I was given access to the Xbox Live service after they were no longer able to bill my account because the credit card had expired and I didn't update it with a new one (because I was not interested in having the Gold (dis)service) the phone rep told me "that's the way it's done".
I was denied the ability to talk to the supervisor, being told that nobody was available to speak with.
After being told where to go by the representative (although rather politely), the 360 went to EB and funded the purchase of many PS3 games. I'm not interested in give Microsoft any more money for any reason.
What is next? Expecting you to actually pay on time. Madness!
@ Gulo... The lack of a supervisor is really your only complaint. Other then simply not liking how MS handles your reupping subscriptions. But let us keep in mind that the way they do it is for OUR CONVENIENCE. This way you dont have to enter your credit card info each time or have to go out to a store and purchase a card. If you hold up your end of the bargain, then all should be well... How can you be so mad at a company because they wont fix YOUR mistake in the way that you want them to?
You could argue that you simply dont like the way they run their service and I couldnt argue with your opinion on that, but you cant really expect to break the rules and expect them to make up for it, can you?
Are we that spoiled of a nation?
You can't excuse this kind of bullshit just because they hint to it in their cryptic lawyer-speak. You know and they know that even if people do read it (which most don't), half of them don't understand it.
Of course, it's easy to be an apologist when you're not the one being ripped off.
As a leader of a collection team for Citibank (having worked there for the last 9 years), I should know how this kind of backwards stuff works. We call it an idiot tax. That doesn't make it right.
LOL. Know the feeling. I'll check back in a bit.