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Pdawg
February 1, 2009
Terrible & Innane Support
Jan 31, 2009, I decided to go shopping for the purpose of investing in a "sweet headset" I could use and enjoy while playing one of my favorite games, Call of Duty 4 (Modern Warfare). I did very little research in any product I would be looking for, prior to my shopping. Needless to say, I found a product that looked pretty awsome. Great reviews on the back and everything.
Being uneasy about the purchase of a product that would burn $107.92 out of my pocket, I decided to call my brother to ask his opinion. He said he wasn't able to help me, but redirected me to Xbox Live Support Team. (1-800-4MY-XBOX). "Give `em a call and see what they think." I agreed and dialed them up.
Finally spending five minutes walking around the store, trying to reach an actual human being to talk to, I was able to break the ice with an actual tech person. I gave her my name and all my info for the call (so it could be documented), and asked her a simple question.
I explained to her the product I was looking at, descibed and read the inscriptions on the back, one being "MICROSOFT COMPATABLE", and asked her would this work with my Xbox 360, enabling me to communicate with friends and gamers, while being able to hear the sounds of the game, directly through this head set?
She read back her notes she had been taking to check and make sure she had heard correctly, and we agreed that we were on the "same page". She further went on and told me, and I will quote exactly what she said, "Yes, sir. It will work."
I smiled and said, "Thank you, m`am. That is all I needed to know."
She replied, "Not a problem, have a wonderful day. Good bye."
End of conversation.
Having confidence in this staff member with a middle-eastern accent, *(No racism intended)* I purchased this item, believing this woman was right. Later, this very night, I carefully take the product out of the packaging and try it out.
DESCRIPTION: Having male-jacks for both a mic & headphones, this product had an adapter with a USB port. (I did, however, explain this issue to this tech support woman; but she proclaimed it would still work).
As one might have guessed it, this product was not compatable with the Xbox 360, and this woman was wrong. To make this really long story a little shorter, I spent over an hour and a half on the same phone line. Politely arguing my point, I got nowhere with a different woman from the support staff. I then stated that I would like to speak to a manager, whos in charge of the support staff. This woman asked me why I wanted to speak to another employee. I politely stated that I was getting nowhere talking to her.
I waited about ten minutes on hold, as she 'patched' me through to another person. This man claimed he was a manager. After he told me the same, exact things the woman previous to him had been telling me, I asked to speak to his manager. He declined my request, and informed me that it was impossible to talk to anyone higher than him.
I began to get very upset. I asked him his name, but couldn't understand him, (very strong M-E accent). I then stated,
"So then, you would not be Mr. Bill Gates, correct?"
He agreed, "No, I am not, sir."
"All right, then. I know there is at least one more person, if not more, above you in positions that out-rank yours. Now would you please, put me on with someone who is in charge of..."
"Sir! I told you, no. I cannot put you though with anyone else higher than me."
I asked, "Well why the heck not, then?" He informed me that he was the only manager working right at the moment. I was and still am convinced that this was, yet, another lie.
He informed me, like the woman before, that he was very sorry and knew what I was going through. Being very aggravated, I asked him this,
"So let me get this straight. You decided to call Microsoft within your life time, to ask them a question about a headset. A question that would make sure this headset, which costs a decent amount of money, would work with your xbox 360 that you own. The tech person on the phone informed you it would work, and you decided to purchase the item; trusting this woman over the phone.
Later that night, or whenever you decided to give this new headset a spin, you realized your new product does not work with your xbox. You call back the support hotline to explain your issue. They tell you it is not their fault they lied to you, and that you are currently out of 107 dollars and 92 freaking cents!
Really, sir. Do you really know what I am feeling and going through??"
He then replied,
"Again sir, I am sorry about the mis-hap and I..."
I interrupted, "Excuse me, sir!! I asked you a question. Do you really know that I am going through. Has this same exact thing happened to you, too?"
He answered my question, "No, I have not sir."
"Then why would you tell me some random, verbal garbage, saying that you have? Are you a company that indulges in lies, and profits from the common man, illeagally?"
"No, sir, '' he replied.
"Then why, sir, would you do such a thing?"
He then retreated to the common saying he used before and was comfortable with,
"Again, sir, I am very sorry about the misleading information that was given to you. We cannot be held responsible for this information that was giving to you. I will be happy to help me with any further difficulties you might be having with your xb..."
I couldn't believe the voice coming through my phone's ear-piece! I again, interrupted!
"YOU CAN'T WHAT? You can't be held responsible for the information that was giving to me? Are you serious? Why not? Can you not be manly enough to, excuse my expression sir, but to GROW A PAIR and take ownership of your mistake?"
I was actually surprised when I heard his voice. Shockingly, he didn't hang up the phone.
"On behalf of that woman that gave you the information, whether it was wrong or write, we cannot be held responsible."
Later on... He tried to tell me that I never called them in the first place to confirm with this MYSTERIOUS WOMAN about the headset.
I told him that the next business day, I would go to my phone company to print off a bill showing the use of my phone that called thier hotline number and talked to a rep for over 10 minutes (including the time it took to reach this woman).
His reply: "Have fun with that, sir. We do not and will not take re..."
Very annoyed at the unprofessionalism of this man, I interrupted yet again. "EXCUSE ME? Did you just tell me to, quote: "Have fun with that?"
"Sir, you can say whatever you would like, but I never said that. I don't know where you got that from, but I, however, didn't say that."
"Horse Hockey!" I screamed. "I just heared you with my own flippin' ears."
"Sir, you can say whatever you want but..." (GET THIS!!!) ..."we do not have your call on record."
"Excuse my language, but like hell you don't. I was informed that the call would be recorded for purposes of reviewing, later in time."
"Well then, can you give me a refrence number your call was made with."
I informed him the woman on the phone didn't give me any number, but only helped me by answering one of my questions.
"Well sir, if you cannot prove that the recorded phone call is real, then I must assume that it isn't true."
I got so aggravated and so pissed off I had to cut it off there. I decided to make sure he got my message.
"Well sir, I would like to just inform you... Make sure you are recording what I am about to say. Okay? I will make sure that I inform everyone I know never to purchase anything dealing with Microsoft, Xbox, Xbox 360, or any other future products that will deal with Microsoft gaming consuls. I am through with your weak and rediculous support teams that are hear to support you; not to lie to you. I want you to know, I am completely through with your products. Never again will I purchase and or use any product made by Microsoft, nor the makers of Microsoft."
He then hung up on me, without saying good bye.
I'm sorry to everyone who has this same problem. I for one, would like to talk to an American Tech Support Team Member. One I can understand. I have no hard feelings to anyone of the decent or relationship of the Middle-Eastern cultures. No one in general, I mean. I'm just sick, and VERY tired of trying to talk to someone who is overseas, and whos hired directly due to the fact, they work for less than minimal wage. I may be wrong, but I am surely damn pissed off.
A very displeased consumer.
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