My 360 console began experiencing the "3 Red Light" problem so I called support on 7/14. I was told I would receive a box and that the replacement process would take 4-6 weeks.
I called two weeks later, because when I tried to check status online, there were no consoles registered to me, my phone number, nor my gamertag. When I called, i was assured that my console was tied to my gamertag. When I asked why I could not view this online, the representative indicated that everything was correct and he could not help me.
I just called support again today and found out that a service order was never submitted and that the 4-6 weeks has restarted (assuming that the order is persisted this time.) I asked if there was any way to expedite this but the answer was no. I asked if there were a care team that I could talk to but the answer was no.
I appreciate that Microsoft is providing this service, but at this point, 2 months after initial contact, I have no console to play and I am now looking hard at something I wouldn't have considered before this incident - buying a PS3.
I am sure that I am not the only Microsoft customer this has happened to. Having been through it, I can assure you that this level of support is what is damaging the Microsoft brand, not the original 4-6 week window. It is now September 14 and I still don't have it back.
Why is it so hard to cancel an XBox Live subscription?
It took me ages to work out how to do it. I assumed I could cancel online, since that's how I signed up. But oh no, it's not that easy. I hunted through the various XBox sites and couldn't find an easy answer, so in the end I turned to Google. Finally discovered that you can only cancel your account by ringing them up, waiting in a queue and then having to put up with a phone op trying to talk you out of it.
While I was on the phone I asked the (American) operator why it was that I could create an account online, add new credit cards, purchase points, change my contact info and do anything else except cancel.
He said it’s because if members could cancel their accounts via the internet “other people migh be able to falsely log in to your account (we call them hackers) and cancel your XBOX live account without your permission.”
I couldn’t help laughing at him. I said I know what a hacker is, and if Microsoft’s system is so insecure that they fear hackers might login in and cancel my account I’m glad i’m shutting it down, since it gives me no confidence at all in thier ability to securely protect my credit card and personal contact info, nor to safely process payments or other transactions online. I suggested that what he had offered me was the most flimsy excuse imaginable for a system blatantly designed to minimise cancellations by obscuring the process.
Now we’ll wait and see if the cancellation was actually successful or if they’ll just tap my credit card next week anyway when the renewal date rolls around...
So my question for Microsoft is: What's the real reason why you don't allow members to cancel their accounts online?
For those trying to cancel, some phone numbers
US: 1-800-4MY-XBOX
Australia: 1800 555 741
Loading Profile...
dmkoch
last replied
on July 23, 2008 19:47
macman
last replied
on January 05, 2008 01:40
michael
last replied
on November 26, 2007 20:47
