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Where to start really.. I purchased some microsoft points yesterday to download the new Call Of Duty : World at War, Map Pack. Got home to put the code on from the pre-paid card, only to find that the code wasn't valid.
I tried several times, and eventually gave up, and called the Xbox Live Helpline. Your call is answered by an automated American voiced system, which annoyingly tells you to visit the Xbox.com website several times, and spouts a load of rubbish about various offers at the moment with Xbox. It eventually took me to the main menu, where you had to "repeat the word of the option you wish to choose", after saying "technical support", several times with the reply "Sorry I didn't quite catch that" I decided to let her speak for nearly 5 minutes before I was eventually asked if I wished to speak to an agent.
After being on hold for nearly 15minutes, I was put through to an "agent", who was in India at the helpline call centre. I tried to explain my problem with the microsoft points, and they told me to just keep trying, and if they didnt work, to call back in a few hours. I did as requested, tried again 3 hours later and no sucess. On the phone again, on hold for another 10minutes, to get put through to another agent in india, who told me to wait till midnight and the points should be added, if not to call back again for the 3rd time.
I was getting seriously angry at this point, having being fobbed off twice already. Gave them the benefit of the doubt and waited till midnight, the points STILL hadn't been added to my account. Tried to call back, but it turns out that the helpline closed at 10pm and wasn't open again till 9am in the morning.
I was seriously fuming now, I'd paid £17.50 for 2100 microsoft points, and they weren't on my account, its a lot of money if its not going to work. I woke up this morning, and the points still werent on my account, so I called back a 4th time, and was on hold for 20 long minutes this time. Only to be told that there was nothing the woman could do over the phone, she gave me a reference number and told me to call back in 1 hour and the problem would be solved by her supervisor. I did as instructed and called back with my reference number, to THEN be told, that the supervisor wasn't willing to help, and that I should return to the shop and get the shop to call the Xbox Helpline.
I stormed down to my local Gamestation, at my wits end with Xbox at this point, explained to the girl in the shop, and she called the helpline with my reference number and gamertag, she was told that there was no record that I'd called several times over the last 24hours, and was told to give me an email address, and that I was to photocopy my proof of purchase and send it to Xbox, and they would take 7-10 days to process and add the points to my account that way.
I wasn't willing to do this, I'd bought the points to use yesterday not in over a weeks time. The girl in gamestation saw it from my point of view, and said that Xbox live customer service really is quite shoddy, on which I totally agree. The girl in the store gave me a new points card, and that has finally worked.
I hope I don't have to get in touch with Xbox Live Customer support in the near future, I'm not quite sure if I could handle the stress.
The fact that every person I spoke to contradicted themselves, and all had different things to tell me, when I tried to tell the next person, what the previous agent told me, I was told that "what you were told by a previous agent has nothing to do with what I'm telling you now". Which was down right rude, and stupid.
Xbox need to consider having their helpline moved, or at least train their staff at the call centre in India, to have some customer care skills, and common decensy. To be spoken to like I'm an idiot was just degrading.
Kudos to Gamestation for helping me out with it all.
Xbox live customer care? 0/10
You can also find me on Dooyoo under the name : kellface :)