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Microsoft Complaint - Support service. - Microsoft support
Microsoft Complaint

Microsoft Complaint

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Support service. - Microsoft support


I am extremely dissatisfied for several reasons during my experience with Microsoft and Microsoft support:

I have been trying to retrieve my Microsoft account since January 2013, I started by filling in a simple password reset form as much as I could providing as much information as I could. This went on around 30 times the first year and nothing happened other than the process not working. After googling the best process to go through next and scanning various forums which mostly mentioned Microsoft bad support, I decided to try and find a chat support if there was one. I eventually found it and contacted support via online chat.
The first chat I had with Microsoft support was dated 2nd August 2014.
Now during this chat it was estimated around forty five minutes long and was guided a long similar process to the one that got my account back. During the chat I was told many automated message like; "I also sent an email to my manager regarding this issue. I don't usually raised issues to my manager, but for you I just did as I know how important for you to recover your account." This seems to be usual for every support chat to have many automated messages.

She then actually helped fill the support request to better reach the team. Now after filling it and sending it, it came up with an error and she assured me this common and it will still send through. So I trusted her and finished the chat giving me contact details and being told that I will be contacted regarding this issue in 3-5 days. I then filled in the transcript box to be sent to one of my emails. The next day I checked my email and support requests there was no support request there nor any emails or transcripts of chat.

I waited, thinking maybe she said 30 days to wait. A month later I contacted support via chat complaining about it and being disregarded. They then asked for my support number from the support requests I had filled in the month before, I told the support member that it isn't there. They asked me several times for this and I told the same thing he then told me to fill in the standard password reset form which I have filled in countless time and to open another support request.

Then after reading the support request advise, which was extremely rude as I have assured them I have filled this form out too many times and being emailed final updates on it. I tried every process that I have been advised over and over being assured it will help and that they apologize for the inconvenience.

At the time I was given inconsistent information regarding whether or not I would actually get my account back. I find this unacceptable as my account is extremely valuable to me and has been used for many purchases over years of membership.

When being told that for some reason US support and online escalation team was having unexplained problems with UK customers online and being told "it looks like the escalation was put on the wrong account by mistake.%u201D
I was advised to call a support number which didn't even work then I was given a call back which finally got me through the RIGHT process. For me to try so many processes over and over and to of spent hundreds of hours on support chats and filling in forms for so long is awful.

The day after I reset my account password which I was grateful for, I went on my Xbox to download my profile when I downloaded it I looked at my Gamerscore which used to be 51000 was now 41000 and being told that all offline achievements did not register. Now I cannot comprehend how that is possible because some offline achievements were still there were full games weren't.

I lost 10000 Gamerscore which is hundreds or more hours of gameplay is absolutely ridiculous. For a 3 year user of Xbox live, common buyer of Microsoft products and owner of other Microsoft products,
I feel appalled that this has taken so long to be fixed and standing issues most likely irreparable and I feel I have been treated as a non-valued customer.

Aiden Smail
Phobos247@hotmail.com


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