Feb
25
“Recently I tried to sign in to my XBOX 360 Live account only to find out that it had been suspended due to a payment problem. The problem being that the credit card listed on my account had been lost and canceled, but it was still trying to bill that card. So, all I really had to do was change the credit card number associated with may account. Simple enough, right? Well, the irony here is that in order to change the credit card on my account, I had to sign in to my account, but in order to sign into my account, I had to renew my subscription. My solution just got more complicated; I had to call support. Not that night, of course, because support isn’t open at 11pm Central time. So, a few days later I make the call. The call that should have consisted of “Hello, this is Jeremy from America and I would like to change the credit card number on my account. Here is the new number ——Thanx, good bye” It was not quite that easy. The first guy I talked to couldn’t help me because I didn’t know the number of my canceled credit card. He was nice enough to make me write down reference number 1056982852, though. So, I get to the second tier support guy 15 minutes later and his first question was, of course, “Can you verify the credit card number on the account?” This guy was REALLY hard to understand. He could not understand me at all either. Ninety percent of our 20 minute conversation was repeating the same things over and over. Finally he was able to renew my subscription, but he could not change the credit card number associated with the account. The reference number he gave me was 1059683511. Now the call was being escalated to a supervisor. Apparently the higher you rank at this support center, the less you have to speak English, because I could not understand this guy at all. I gave up. He gave me another reference number, but after the third time he repeated it, I just hung up. Most of the reason I am sending this email is for feedback purposes. It should not take a 35 minute phone call to renew my subscription using a different credit card. Surely people change credit cards often enough that this would be a somewhat common issue. Also, I understand that Microsoft is an international company, but there needs to be a higher standard in regards to what is considered being fluent in a language. It is a ridiculous waste of time when the customer and support rep cannot understand each other. The other reason I am sending this email is to make sure my request to have the canceled credit card removed from my account was processed. I really don’t want to have to call again next year. As a last bit of irony, I’m sure this is going to another foreign support center. I promise I am not trying to be ethnocentric. It was just a very irritating experience.”
My mail to XBOX Live support
