Case number: xxxxxxxxxx
Gamertag: Zhane1138
Phone number: xxx xxx xxxx
I am writing to express my concern and disappointment with my latest experience with Xbox LIVE and customer support. On Saturday, October 1st, in the middle of the afternoon, I was seated at my desk and recieved two Microsoft Point purchase confirmations via email, totalling 10,000 MS Points. This immediately alarmed me, as my XBox 360 was sitting in the other room, not powered on, and I had not made any recent purchases.
First, I powered on my 360. I suppose I was lucky that I seemed to catch the hackers in the act, responding immediately once I recieved the confirmation emails. I did not have to recover my gamertag, but I did have 10,000 more points than I should have. I immediately deleted the only current credit card information associated with the account.
My next step was to log in to XBox Live via my computer and change the password. I was forced to reset the password via email to do this, and I cannot honestly say whether this was due to the password being changed without my knowledge, or my own faulty memory. Either way, the password was quickly changed, by me.
Finally, I contacted XBox Live support. The first representive I spoke with was very helpful. I explained the situation, and also expressed my concern that, being a freelance games journalist, this was very unfortunate timing as several major releases were happening very soon, specifically Forza Motorsport 4. Extended downtime of my account would hinder my ability to do my job during the biggest gaming season of recent memory.
The representive understood my situation and explained to me that he would do his best to expedite things on my behalf. He spoke to his manager and confirmed to me that an exception could be made and that the situation should be resolved within 72 hours.
The following Monday I recieved a call from Microsoft support in regards to my account. Great, I thought, it's all done. I was dismayed to learn that the representative I spoke to had no knowledge of the 72 hour exception, and that it would take up to 25 business days to unlock my account and refund the charges. I again explained my position as a freelancer trying to make my way and pay my bills, but was told there was nothing he could do for me.
When competitors such as Steam, Apple, and Blizzard can take care of these issues within 24 hours, I’m disappointed to see that Microsoft’s timeline is 25 days or more. During this time I cannot access my saved games, the large amount of DLC and games that I have purchased, or access Netflix. I am also locked out of Windows Live, meaning that I cannot use Hotmail or any other online service that uses Windows Live ID, including the ability to log in to XBox Live Support and check the status of my case.
I called again on 10/10/11, to see if there was any chance my account would be unlocked in time for Forza Motorsport 4. I received no status update and no estimate of when my account would be returned to my control.
I’ve been a strong supporter of Microsoft and the Xbox 360 despite having a total of six repair issues including two DOA consoles right out of the box. This experience has been unfortunate, and while I’m appreciative of the offer of one month of Xbox LIVE Gold service, I struggle to believe that a company like Microsoft is comfortable leaving their customers in this position at any time, let alone during the fall release season.
At this point I would rather deal with the charges through my bank, if it would mean my account could be unlocked, but I am told that once the inquiry has begun it cannot be resolved any other way except to wait patiently while all the games I have preordered sit on my shelf, unplayed and unreviewed.
This has been a frustrating experience, especially right at the release of the fourth entry into one of the biggest exclusive franchises for the console. I’d hope that there’s a way in which customers can be better informed of the progress being made with their account issues and that customer support would be empowered to help consumers, as opposed to helplessly saying there’s nothing they can do, and that there’s no way for a consumer to contact the investigation team.
I would like my account unlocked immediately and I will be removing my credit card information from the account. Unfortunately, given the lack of information from customer support and the seemingly commonplace nature of these incidents, I feel I can no longer trust Microsoft to safeguard my credit card information, and so I will buy MS Point cards and subscription cards at retail, if I choose to remain a customer of Microsoft going forward.
Regards,
Heath B. Dasher
UPDATE
The morning after I sent this letter, I was contacted by Andrew at Microsoft, and my situation was resolved. I am grateful for their attention, but this does nothing for the others waiting a month or more during these situations.