10 days and still waiting. We left this issue off waiting for a manager's call back from Xbox Live Support. My true value as a Microsoft customer has now been shown courtesy of Xbox Live Customer Support. Normally I would have dropped this issue and moved on but once again, Maria, the stellar employee I got to deal with on January 5th let me down again. Instead of getting that promised "guaranteed" call back from one of her managers, Sam or Grace on January 6th, I sit here in utter dissapointment writing this article. It is January 15th. I even tried to give them benefit of the doubt and gave them 10X the promised time to contact me. Sadly they continue to drop the ball.
On January 12th, not hearing anything from Xbox support, I decided to use the email form on xbox.com to see if I could get an update or hopefully get someone to finally call me back. A day later, I at least get a Zen response from Xbox email support, literally. The support person's name was Zen but sadly he could not help me.
Thank you for contacting Microsoft online support for XBOX. I am Zen and I will be helping you today with this issue.
As I understand it, you are still waiting for a callback from us, about unable to redeem your prepaid xbox LIVE subscription code. Please accept our apologies for the inconvenience and for the limited capability of our support team (email) to rectify your issue.
Unfortunately, due to the sensitivity of the information required to review your query, our support team will not be able to assist you further through email. This support line does not have an access to a customer's account information for verification or even allowed to divulge personal information over email. I know how bothersome this can be, but, we may need your patience to contact us via our phone support option. When you call, appropriate resolution will be provided to your inquiries or request.
- Zen (Xbox Email Support)
Well that was not the Zen answer I wanted. If they cannot provide me support due to privacy, why not at least schedule a call out to me to avoid further incoveniencing me? Would that not be proper customer service? Sorry, that would make sense and apparantly Xbox Live support lacks some.
Once again, Xbox provided a supposed means of contacting support to get assistance only to be told to call in. 2 out of 3 ways of contact them apparantly are useless for my situation. Why even offer it as support option in the first place when they cannot fully support the customer? Instead they should rename it to common question help desk and stop misleading customers and wasting their time. Even an easily visible disclaimer or notice stating they can only assist with A,B and C and for any other issue just to call in would have saved both mine and those support people's time. More or less, if you're dealing with Xbox Live support for any account related issue, just call in to avoid delays. Noted. And as G.I.Joe puts it, "Knowing is half the battle..."
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