My Question:
About a week ago, I called Xbox support regarding an issue I was having playing Diablo 3. I spent an hour on the phone with the rep going through the process of finding to issue. Along the way, i mentioned my Xbox was show another system update regarding 'disc read errors'. He eventually instructed me to contact Blizzard Entertainment regarding the issues I had when trying to play the game.
The next day i noticed I was having similar issue with other apps/games that either needed updates or to be installed.
The following is the conversation between myself and an Xbox Support rep regarding the issues.
Hello, thank you for contacting Xbox Customer Support. My name is Joanne. Please give me a moment to review your question.
Joanne: at 23:25:59
Hello there Isaac! I hope you are doing great!
Isaac: at 23:26:11
...and updating other games/apps. This leads me to believe it is not an issue with Diablo 3 itself.
Joanne: at 23:27:00
Oh I see. As I understand you are having issues in installing and updating all the games on your console, correct?
Isaac: at 23:27:23
I was able to contact Xbox again this evening and he instructed me that the issue involved my internet provider and I would need to contact them to reset ports (DMZ).
Isaac: at 23:27:45
I contacted Comcast and that was a lot of fun...
Joanne: at 23:27:55
Oh you mean to open the ports required for Xbox one?
Isaac: at 23:28:27
I contacted Xbox again. We spent another hour plus on the phone going through some steps.
Isaac: at 23:28:51
Go to find out, my Xbox is one with a disc read issue.
Isaac: at 23:29:21
Of which i understand is complicating things with the software.
Isaac: at 23:29:42
At this point I am 2.5 hours in on the phone with xbox support, not including the previous week.
Joanne: at 23:30:06
Oh I see. I appreciate all the information that you have provided.
Isaac: at 23:30:41
I just got off chat with another rep who said if i want to return my console i need to do it at the retail provider.
Isaac: at 23:31:01
I just checked the reciept and the return by date is 9/16/14
Joanne: at 23:31:15
With all the inconvenience that you have been through. This is absolutely not the situation we want you to have. Nothing to worry you got me here, we will sort things out.
Joanne: at 23:31:42
I don't want to waste much of your time, would like me to process a replacement for you so that we can provide you a new one?
Isaac: at 23:31:46
I dont want this piece of junk that doesnt work, and i dont want the lack of support Microsost has established.
Isaac: at 23:32:03
I cant return it to Target...
Isaac: at 23:33:11
This is in no way to be taken personally. I know what it is like to work in customer service. Microsoft needs to right the wrong.
Joanne: at 23:34:15
I understand where you are coming from at the end of the day, I am a customer, too and I personally do not want to be treated like that.
Joanne: at 23:34:44
Since you keep getting a lot of issues with the device would you like me to process a replacement for you?
Isaac: at 23:35:19
My Xbox 360 works fine, I dont want an Xbox One at all. Nothing about it works.
Joanne: at 23:35:55
Oh I see. I would like to know what option you would like to I can check if that will be available for us Isaac.
Isaac: at 23:36:31
I don't feel i'm being given any options to be honest...
Isaac: at 23:36:55
Will Microsoft issue me a refund?
Joanne: at 23:37:54
Oh good question, here in Microsoft we do have different arms of support right now you are contacting Technical support which in our end we can only process replacement for the defective console however there is no option on our end to process the refund.
Joanne: at 23:38:10
The refund will only be processed on where the transaction was made which is which store you paid for the console.
Joanne: at 23:38:21
Since they are the one who issued the receipt.
Isaac: at 23:38:38
past the return date. But i've only owned it for 2 MONTHS
Joanne: at 23:38:45
Your transaction specifically recorded on where it was directly purchased.
Joanne: at 23:39:28
Oh I see. I am sorry to hear about all the hassle however I am letting you know that in our end we can only process a replacement and we don't have any option for a refund.
Isaac: at 23:39:56
Who do i contact regarding a refund?
Joanne: at 23:40:59
That would be the store on where the console was purchased because the transaction and receipt was process on the retailer's end.
Isaac: at 23:41:35
They are not responsible to faulty hardware/software. are they?
Isaac: at 23:42:26
How do i recieve a refund for games purchased through the marketplace?
Joanne: at 23:42:45
Definitely they are not that is why we are the one offering replacement or repair. However for getting back the money I don't want to sound rude however you paid to them so they are the one who receive your money, right?
Joanne: at 23:43:10
I really apologize however these request can't be processed in our end Isaac.
Isaac: at 23:43:53
I paid microsoft for the product. I paid Target to stock the product.
Isaac: at 23:44:11
They will no longer return it. it is past return by date.
Joanne: at 23:44:22
I totally understand however regarding refund process that is not in our end.
Isaac: at 23:44:25
returning to the vendor is not an option.
Joanne: at 23:44:42
We can only process a replacement though.
Isaac: at 23:44:53
Is there a department within Xbox/microsoft that handles refunds?
Joanne: at 23:45:12
I believe you don't want me to lie to you and tell you we can process the refund even if I know in our end we don't have that option.
Joanne: at 23:45:23
I do not want to add up to your frustration and trouble by giving you the wrong information and false hopes. I hope you understand that.
Joanne: at 23:45:53
In our end we can only process replacement and repair however regarding refunds for the device that will be to which store it was purchased.
Isaac: at 23:46:56
I understand all that. But Target will no longer return it. And I dont want it. What would you do in my shoes?
Joanne: at 23:47:45
To be honest that is not an easy situation that you have however I am letting you know on what we can only do in our end which is we can process a replacement or refund.
Isaac: at 23:48:35
If you can't help me, get my in contact with someone who can. I'm not looking to be an itch on someones back. I just need results. And the "options" im being offered is really only one option. Get it repaired.
Joanne: at 23:49:14
The best person to process the refund would be with the retailer.
Isaac: at 23:50:09
two weeks ago, I loved this device. After this fiasco, im regretting purchasing any Microsoft product. Why is this not an issue ....
Joanne: at 23:51:12
Like you, we would also love that you will be able to fully take advantage of the Xbox LIVE services that you are paying. What I am telling you is that in our end refund is really not possible.
Joanne: at 23:52:57
I believe I have provided all the information that we can give you regarding this type of situation Isaac. As your Xbox Support technician, I am going to forward your feedback.
Joanne: at 23:53:00
Your thoughts, feedback and complaints are taken into consideration very seriously.
Joanne: at 23:53:23
However regarding your situation if there is an issue with your XBxo one the best thing that we can do on our end is to process the replacement.
Isaac: at 23:53:21
I know you cant do anything for me. I need someone who works for Microsoft to help me. I dont know who that is, but there has to be someone. If there isnt, Microsoft has truely done injustice for its employees.
Joanne: at 23:53:54
Exactly and as I understand that you are demanding for a refund that only allowed on the retailers end.
Joanne: at 23:54:13
If there is an option on my end there is no reason I won't provide it to you.
Joanne: at 23:55:18
Try to think of this, you purchase a grocery and you found out it is expired or damaged. I don't think you go to the manufacturer, you will definitely go to the grocery store where you purchased it.
Isaac: at 23:55:29
I'd hope so. I just want results. Your employer has really put you in a tough situation. I hope you are paid well.
Joanne: at 23:55:42
I believe I have provided all the information that we can do on our end regarding this issue.
Joanne: at 23:56:56
Like you I am a customer as well and like you I don't want false expectation which will lead to nothing. I am hear to provide you the accurate information which we can only do on our end.
Isaac: at 23:58:03
The company I work for provided a couple telescopes for Paul Allen. If something goes wrong with it, the manufacturer handles it. These are high priced items, not groceries.
Joanne: at 23:59:08
However it the your company that goes to the manfucturer and not your customers right?
Joanne: at 23:59:30
I understand how you feel about everything however regarding your request can't definitely be provided on our end.
Joanne: at 0:00:14
I have done the best that I can so that I can properly guide you with what option that is available on our end.
Joanne: at 0:00:15
Thank you for contacting Xbox Customer Support.
Joanne: at 0:00:15
Keep safe and stay awesome! It’s been my great pleasure to have assisted you today. Hope you have a fantastic day and manage to keep that smile up. Goodbye for now!
info: at 0:00:18
Chat session has been ended by the agent.
