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Xbox Customer Service

User Reviews, Ratings and Comments

Xbox customer service is ranked #158 out of the 630 companies that have a CustomerServiceScoreboard.com rating with an overall score of 49.44 out of a possible 200 based upon 241 ratings. This score rates Xbox customer service and customer support as Disappointing.

NEGATIVE Comments

198 Negative Comments out of 241 Total Comments is 82.16%.

POSITIVE Comments

43 Positive Comments out of 241 Total Comments is 17.84%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • I cancelled auto-renewal online last June. In July another payment was taken from my account. I logged onto the website and checked, auto renewal was still turned off, so I contacted them. Whilst I was on the phone complaining, auto renewal was suddely reactivated on my account while I was on the other side of the room to the pc! I told the guy I knew it was him doing it and his reply was "prove it"! I told him I was recording the call and was going into my bank with the evidence I had cancelled and his response and he hung up! 8 months later, another payment taken despite my card now having expired, so back to the bank I went with same evidence and they refunded me the charges (especially after reminding them that I am their customer, not microsoft and my threat to close my account to stop it happening again). Job done.....untill the next time!

    Anonymous 5/3/13 1:51PM
  • If you want the biggest hassle of your life, sign up for this service. If you want to cancel the subscription, you need an act of Congress. They have no phone number listed on their website. Therefore, you must give them your phone number and wait for their call. My husband helped my younger cousin sign up and he had not been receiving the service, although he was being charged for it, so he wanted to cancel the account. They claimed that they could not locate the account, but somehow, they were still managing to bill the credit card. My husband has been on the phone with their customer service representative for over thirty minutes now with no resolution. We will most likely have to call the credit card company and have them stop payment.

    ChocolateMoosie 4/23/13 5:56PM
  • I have been an xbox live customer for 7 years now and never have i had such a horrible experience with any company. About three years ago when i created my new primary gamer tag i entered a false email because i had already had a gamer tag tied to my primary email at the time. I know, very stupid of me. But regardless, Xbox has had an update a little over two weeks that asked for me to sign in with this email and password. I tried using every option the company has in order to get a password reset. I had spent countless hours on the phone trying to resolve the issue. I had answered all necessary security questions. 3 days later i had received an email From Gwen of the customer Advocacy team requesting additional information. I than replied same day with more information including my credit card on the account, my ip address, and even my xbox console id. I waited nearly a week and there was still no reply and i still could not get on xbox live. I Frequently called support at this point and they had told me multiple times that they have been reviewing my case and are surprised that nothing has become of it yet because these issues normally are resolved with in a week. The customer service representatives told me that the power was out of there hands and the only way to communicate with the advocacy team handling my case was through the email i received from gwen. i responded my second time to that email and four days later still no reply. So here i am 15 going on 16 days later still with no xbox live because some incompetent person is not doing there job and handling the situation correctly. This situation is a nightmare and everyone seems to run me around in circles.They have given me no insight into why it is taking so long. Frankly they seem just as puzzled as me. Overall ps3 looks like an awful good option right now.

    Biffcheesewack 4/17/13 10:33AM
  • Regarding xbox Pro Serial number: Serial Number: 150611783605

    This machine was sent in for repairs in Feb 2012, I spent $99 to get it fixed. Now in April 2013, the same problem has arisen. (Disc Drive wont open)

    Ive chatted with support service online and on the phone. I spoke to both Rick/Ray and they indicate that since the console is out of warranty, I must pay another $99 to fix the same problem (again)

    This is bad business practice, and this is no way to treat your customers. I am not satisfied and I will not be planning to purchase any microsoft gaming consoles. Sony has a reputation for good customer service and I will be migrating to them for the PS3 and eventually, the PS4. Microsoft has lost a good customer because they refuse to suppoort their defective hardware.

    I will forward this commmunication to my family and friends to let them know that microsoft is not the company it used to be. Sony is the way forward for those of us that want to be appricated and treated FAIRLY

    global74 4/15/13 8:11AM
  • All I can say rude customer service they think they own the company and i guess they're not customer friendly give you too much runaround. Will give you too much BS! I guess I will have a reason not to buy a new console from microsoft I have always been loyal to xbox now i'll just wait for the Playstation 4. Finally Goodbye Xbox !

    matchesmalone11 4/5/13 6:31PM
  • This is a good example of why I will never ever give Xbox my credit card number again. after finally an email response asking me for my credit card number (the last one I had to cancel because they hijacked my checking account attempting over 100 $228 charges each time...this is my response to that long awaited email (can't get past billing for help) Dear Martin,


    How wonderful that someone in Xbox land FINALLY contacted me. With the endless calls to Xbox business and supervisors, with the aid of my Navy Federal Credit Union supervisors simply requesting a fax to indicate false charges and Xbox folks refusing to do so....and even Xbox ambassador searching for email or phone to voice my major frustrations to the proper authority...it's so nice to finally get some sort of response!



    So I am sure you can appreciate the following: In light of Xbox deducting not one but 2 $228 charges from my checking account, which I did not authorize, and was even lied to by the Supervisor on Tue morning regarding my 2 year contract as he lead me to believe the cancellation would result in a bill mailed to my home and which would legally go to my chapter 7 that my lawyer is filing the thought of giving my bank account info to Xbox again is the last thought on my mind!! In fact, if you would care to call my bank, Navy Federal Credit Union, they will be happy to share how Xbox has not only deducted $228 out of my balance twice, leaving me with a balance of $116 - but that Xbox for the last 24 hours has attempted to withdraw over 100 charges of $228 each!!!! Did you get that???? Even my bank said they have NEVER seen such a stunt! So you tell me why on earth I would ever give my checking account info to Xbox again. Sort of reminds me of that 'fool me once, shame on you - fool me twice - shame on me!' Don't you think?? I mean, Martin, why not put yourself in my position for a moment, and any other customer who has been treated so terribly that even as my Navy Federal Credit Union supervisor was able to hear the conversation between me and your Xbox personnel that customer service was so poor and that this company obvioulsy did not want to help me in any way - that she placed those in comments, as did one other supervisor who also was privy to the unbelievable treatment of this service!


    When I simply asked the supervisor to credit the $19.99 charge that my son had placed with my card without my permission. That was denied. Then I was lectured by some female about being calm and that the supervisor would not talk to me. That is real customer service for you! Then when I do get that supervisor he mislead me by telling me at my request that he could not block my kids from using my card so he left me with no choice but to terminate the account, with the understanding that this would be a mailled bill of the termination fee - not a $228 endless attempts at robbing me blind!!! So after canceling that card and having my bank expedite a new card - am I really that foolish to give my checking account info to Xbox again? Would you?! But to make matters even worst is for another Xbox supervisor to tell me that the first supervisor was wrong and Xbox live could have walked me through how to block other charges in the future. You see, all I wanted to do, as I gave my credit card to Xbox this past Saturday, is pay my monthly obligation of $14.99 and incur no further charges. Much like Verizon does with my cell phones - they push a button and block any opportunity of future downloads of games, etc. Yet with all of the security measures that Xbox claims they do - they could care less about my checking account security as your system has attempted over 100 each of $228!! Had my VA disablity just been deposited all those 100+ attempts would have eaten those up as well!


    Now of the many folks I spoke with at Xbox continually calling and asking for help only one lady felt bad enough to send my 3 boys a month free of xbox live with codes. And the gentleman today said he would ensure both of the $228 that did go through would be credited and refunded to me.


    I would hope if you live on a strict budget, struggle to pay your bills and not worry about a company hijacking your checking account that you would be leary of ever giving any business, much less a business that I have experienced total nightmares over, any credit card numbers ever again!


    I still am completely confused as to who or what is continally stalking my checking account since Tue, April 3 at 9am till this very moment, endlessly telling VISA to give them $228 each time!! And I can't imagine I am the only customer this is happening to. With such a huge company I can't imagine they would want this type of publicity that customer service is a joke, that allowing credit cards in the hands of these supervisors results in harrasment and endless charging of one's checking account. I even wonder if my local newspaper would be interested to learn of such poor customer service.


    I believe the customer service that was given to me over the last 24 hours was 100% unnacceptable. Therefore, it is my desire that ammends me made. Though I doubt it will because as I have witnessed, my family has witnessed, and even my bank has witnessed, the customer is not important. And no doubt all I have just wasted more time and energy upon will fall on deaf ears.

    mamma 4/4/13 11:43PM
  • Was falsly banned forever. I spoke to support 5 times, every time they told me to go to the "My LIVE account was suspended" forum. I posted 3 times, they replied with a piss-poor attitude, deleted my posts, and I never got any help. So I'm losing 30 bucks a month, not getting ANY service, and I'm going to stuff my Xbox with Firecrackers.

    JANTSUU2 3/29/13 11:10PM
  • i have tried for about 2 weeks now to get a refund for movies that have been taken off of xbox movies. i had the movies on my original hd but when i HAD to purchase a new xbox due to the old one freezing up and scratching my disks, this is when i lost/denied the things i had purchased with my own money. I was walked through the transfer process by xbox support only to discover that while downloading from the site to my new xbox, some of the movies had been taken from the site. I waited for about 2 months for the content to be available again but it is still not back on the site. So i call and complain about this with the expectation of atleast getting a credit refund on my account for 3 missing movies and i am told that this is my fault? Xbox takes my money and when i buy a new xbox, they deny me the materials for redownload from thier site....This should be against the law as i paid money for a product and am told that i dnt know the difference between streamed materials and downloaded materials. After afew calls i did get hold of a woman who did help me get refunded for one of my movies and 1 month xbox live. I forgot her name but she was great and did her best. My point is that xbox took money and will not refund me for the other 2 movies which they took off their site so of course im not going to be able to redownload it AGAIN because its not there. On top of all this b.s., its my 6th xbox.......that should tell you something there. I dont play very much and am a clean freak so i take/took very good care of my stuff and because of xboxes not lasting i was forced to purchase the new xbox. It seems like they do this stuff on purpose just to get more money out of you. BTW i have a whole page of data that is no longer available on xbox and it has screwed up some of my game saves because the content wasnt on the site at the time i had to do the downloads again. For anyone who is wondering about some of the movies i am having trouble with, here they are: Harry potter and the deathly hollows pt1, Prometheous, and rise of the planet of the apes. AS for my game data, i can live with that as all i need to do is start a new game but i cant get the movies back and they are still unavailable for redownload as of this comment,btw i have waited like xbox said, for almost 3 months for them to be back on the site. Am i asking to much to get a credit refund for 3 movies i cant watch anymore? Be warned people if you have problems they will tell you that its your fault even if you have proof its not, just as i have proof and have told them the exact reason i cant get my data. They have smart people and all they have to do is some R&D to see that i am telling the truth but they just dont want to do the right thing and refund me......I truly hope no one has this problem because when xbox/microsoft gets your money, then your on your own so be warned....My email is and my gamer tag is for anyone who is having the same problem. I dnt figure this post will last long because i am warning people what is going on.

    xxxsp4ticusxxx 3/28/13 7:19PM
  • i tried getting an xbox live password reset on any other company (Even microsoft) and i called xbox live support,they transfer me and then i wait for hopefully under 1 hour and 15 minutes but thats now a problem....

    stantheman1923 3/26/13 1:10PM
  • Awful experience. Thought I was calling with a simple request, however, apparently not! My account was charged without any notice. They said when I signed up somewhere it told me the membership would auto-renew. This may be the case, but I definitely do not think auto-renewals without any notice is very good practice. I know I dont like learning about my "auto-renewal" by getting a charge on my card that they claim there is absolutely nothing they can do about. I'd be willing to pay the 5 bucks a month for the 3 months its been active...just let me out of this ridiculous membership!!

    Anonymous 3/20/13 5:42AM
  • Got a note two weeks ago. My xbox live account was about to expire, so I need to pay another 60$. After playing it for a year, I couldn't justify the 60$ price tag. So I opted out of the account. I just got a message today that my account was charged another 60$ anyway. I try to contact them, but my account on line, loops around and around, whenever I try to contact them. I keep ending up at the same page no matter what happens or whatever changes I make the second time around. I made the payment with PayPal, so I'm now in a dispute with xbox. It will be interesting to see whose found at fault here...

    William 3/8/13 8:56AM
  • Have had unauthorized bank withdrawals this week and tried and tried to get hold of someone to help with this. Bank told me I had to make an attempt to contact xbox to stop it and I finally got hold of someone who ask me for all the information I do not know. Wanted account name and all of that which I have no idea. They ask for my credit card number?????? I had to give it to them so they could trace the charge. After all of that was done they tell me they can not block any more charges. What a terrible way to run a company and take old peoples money.

    Anonymous 3/2/13 12:04PM
  • I just registered my product at myservice.xbox.com 2 days ago, and ordered the repair. After ordering it, theres a note said, "you should recieve an order confirmation e-mail shortly. If you don't recieve this e-mail within 24 hours, please check your e-mail program's junk folder." I check my e-mail and i didn't get an order confirmation, and i check the junk folder and there's nothing. It's been over 24 hours and I still don't got my order confirmation.

    Anonymous 2/24/13 12:59PM
  • They were not very helpfull! I was trying to reset my password and already went threw all the steps to reset! Then at the end they tell me it will take 24 hours. If I have already paid for the service i should not have to wait that long when your company has all of my card information!

    Anonymous 2/23/13 11:06AM
  • ok, i read thru the comments made back by "employees" and it makes me mad. how dare you tell us to "ask nicely". the first thing we hear on the phone is "what is your problem". if you people weren't more worried about getting done your shift, and getting out of there, we wouldn't be so rude. YOU fail to think of the frustration we are already feeling and you compound upon it with your "better than thou" attitude. i just got off the phone with cs, and you couldn't even give me straight answer! after asking what my problem is? please. watch your mouth when your speak to the people that make your paycheck possible. and know your product if your there to help us. i shouldn't have to tell you that servers were shut down. you should already know that before me. and stop making excuses for your rude stupidity. all i want to hear is "i'm sorry". respect, xbcs. invest in it. its a moneymaker.

    xxxAZRIEL13xxx 2/2/13 2:41PM
  • I am so DONE with the Xbox company!!! We purchased an xbox just over a year ago. We logged about 5 hours on the machine because my husband and I are not avid users AT ALL!! The unit now needs to be sent in for service! I spoke to a lady named Linda and then her manager Nicki. Nicki was EXTREMEMLY condescending! Honestly I can not believe people like that have a job! She would not transfer me to her manager. I received differences of opinion for how long they go past the warranty date. Seriously less than 5 hours of use (they can check this) and now the machine is useless?!?!?! More trouble than the product is worth!!

    angela 1/28/13 2:45PM
  • I called today (Jan. 17) to resolve a billing issue. I had previously cancelled my automatic renewal on my account immediately after it renewed last time one year ago and today I got charged for another year. After searching and searching for how to contact them over the phone I got a hold of a guy. He was obviously not really concerned about refunding my money just concerned with how to change my mind. After going round and round with how I honestly want to cancel and that I do indeed want a refund he then asked how I cancelled it. Confused I said I think on my Xbox I don't know? It's been a year? So he explained to me that I am lying to him because you can't cancel your automatic renewal through an Xbox. I explained it's literally been a year so I don't know how I did it for sure and I'm pretty sure you can. I swear I have memory of doing it that way. Either way I have memory of cancelling the renewal. After clearly demonstrating I just want to get my money back and maybe renew again one day when the new XBox drops he finally looks at my account. He then explains that I am 7 weeks too late to get a refund. I said I don't think so? The charge is still even pending in my checking account? I called you immediately. He said no. Your account renews Dec. 1 but we've been having problems in accounting lately so it just charged today. You are 7 weeks too late for a refund. I explained it sounds to me like that is your mistake and clearly if you charged me Dec. 1 and I saw that on my checking account I would of called you immediately then. I might as well been talking to a wall. He didn't care. Instead he moves on to his next point. Well sir it shows here that you've had credit card and account activity on your account since Dec. 1. I then explained to him that my XBox is sitting in a cardboard box in my storage unit waiting til someone buys it on Craigslist. I haven't used it probably since summer so you are either mistaking or someone is fraudulently accessing my account. Clearly this man was just fishing for ways to discredit me and not have to show on his own report card that he allowed another account to be cancelled. I finally had to go down to my bank and put a stop payment on the 59.99, after it was hard copied and on longer pending in my account, and file a complaint through them. It was very disappointing. If they simply even offered me like 10 months of the 59.99 back as a refund due to being seven weeks too late (despite the fact that their accounting problems aren't mine) I would of taken the offer and moved on with my life.

    Mayhem9628 1/17/13 7:07PM
  • So to begin with. Xbox has decided to end my gold membership due a "credit card error". I communicated with the credit card company and was told that the card is in working order, so the problem doesn't seem to be on my end. I get onto the xbox support website where they ask me to sign in. I cant even do that because they switched up all my info with the email address which takes me about 45 minutes to fix when I finally come to finding a glitch in their website. So i sign in and try to get my payment info pulled up. The website says that my membership was cancelled with a cancellation fee and when i try to continue through to any payment options the website continues to "glitch up". The worst part of the customer support is that they're is absolutely no way to get progress by calling. I called them and waited probably 20 minutes, then got a dial tone. called them back a second time to a lady that can hardly speak English and was very rude, then hung up. I called a third time and got the same lady. I asked why she hung up on me and got the response, "I cannot help you don't call back." I am pissed because i am being charged to deal with rude, unprofessional workers that cannot help through any type of communication. the last resort would be for me to go to Microsoft myself and refuse to leave until I am satisfied, which probably then wouldn't even work

    Anonymous 1/2/13 6:45PM
  • after the lady transfered me the next person told me microsoft dont give refunds on original xbox game downloads apparantly it says this online.

    chunkym0nkey81 12/31/12 2:51PM
  • can some one tell me how to get to the right place cause support staff cant help me either i want to complain about this to microsoft. look.
    Privacy Statement
    You are now chatting with 'Kage'.

    Dennis: so anyways i downloaded gta sanandreas and it dont work. i called xbox360 support i cleared caches i deleted game and profile and re downloaded everything. it still dont work i have spent like three hours on phone between talking and waiting. I have a cell and it costs me money. i called xboxsupport 4 times this game still dont work i am getting fed up really I am. all my other downloads work so its not my harddrive so dont say that either please. I know its not your fault but i would either like this fixed or my points returned or send me the game. i also would like to make a complaint about the help i have recieved cause it hasnt been very well.you can even see i have called cause they said they wrote it on my account

    Kage: Thank you for contacting Xbox Chat Support. My name is Kage. Please bear with me for a few moments while I check on your issue.

    Kage: I can see your frustration on this and I would also feel the same way when I would experience what you did. I can see that you have tried the troubleshooting steps needed to fix this.

    Dennis: yep

    Dennis: i would just find a different game to download if i could get my points back

    Dennis: it would make it alot easier for everyone

    Kage: I see where you come from. My brother used to download a Game on Demand which I fail to remember, but he was also unable to download everything because he gets an error that the file was corrupt.

    Kage: He tried redownloading the game, clearing system cache and redownloaded profile, even reinserting the hard drive.

    Dennis: ive done the same its just this game cause i downloaded others and they work

    Kage: I know you would like to have compensation on this, and as such What I can actually do for you to expedite this process is I can transfer this chat to an Xbox LIVE specialist who has the necessary tools to solve this issue. To make sure your concern with the points refund is addressed, I can include your request in my case notes.

    Dennis: are u serious how much longer is this going to take

    Kage: Normally downloaded games can be refunded within 24 hours from purchase, but that would also depend on the game. Our LIVE specialists have the tools for that, and I can transfer you to them directly.

    Dennis: please transfer me then

    Kage: To be honest, our LIVE queue is having high chat volumes, but rest assured that they will get to you as soon as possible.

    Dennis: your killing me lol

    Kage: I assume you had to wait a long time before you could get to us. We sincerely apologize for that. Normally it's not like this, but we're here to help out. If you have any further questions, feel free to address them. We owe you the time.

    Kage: So is there anything else I can help you with>

    Kage: ?

    Dennis: can u send me a ps3 i have no further use for xbox 360 i am seriously done with all this please have a manager or some one who can take my problem seriously call me at 13062616016 i dont have any more time for this nonsense. thank you

    Kage: We apologize for what you have experienced. I will make sure that I will include the refund request in my transfer notes to make sure they will know. Please bear with me while I transfer the chat to our LIVE queue. Happy Holidays, Dennis.

    Dennis: hohoho

    chunkym0nkey81 12/31/12 2:45PM
  • If you have an Xbox and it needs repair be prepared for a roller coaster of lies and attempts to mislead you. My Xbox was having an issue where it would read some discs but not others I did an online chat. I will say that the representative I dealt with in the chat “Jules” was fantastic. Jules attempted every avenue to fix the issue I believe and was the only part of the experience that deserves credit. When we were unable to fix the issue I sent the Xbox in for repair. When received it was quickly tagged “tampered” . I did and online chat to find out what exactly “Tampered” meant and what was “tampered” with. I got July online and she could not give me any good information or explain what exactly was going on with the Xbox. July online directed me to call in to customer service. Absolutely useless. So I called, go a representative and went thru the same explanation as July gave me. I requested a supervisor and after several attempts to get me to drop the issue the representative connected me to a supervisor. I received the same information again. Refused to accept it and demanded more exact information about what was tampered with and how it was tampered with. After several attempts to again get me to accept bogus answers I requested this escalated further. Finally I was assigned to “Tim” from the Xbox Customer Care Advocacy Specialist, Customer Advocacy and Exceptions Management Team. Finally I thought I would receive the answers I deserved. Now the Xbox had been shipped back to me so Tim so kindly sent me a label to send it back again to be reexamined. He also gives me the same telephone number to contact him as I used to contact the general customer service. So the big title in the email he sent and he is only part of the same customer service group I have been dealing with. I ask exactly what was tampered with and what is going on and “Tim’s” response was he could not disclose the reason it was flagged Tampered but could only say that a computer can accidently claim tampered when nothing is wrong. He also promised faster resolution. So the time line goes like this:
    November 10th, 2012 online chat with Jules
    November 12th Xbox shipped
    November 21st console shipped back
    November 29th assigned to the Xbox Customer Care Advocacy Specialist
    Now the Xbox was shipped Federal express 2 day service on December 4th, 2012. Now Tim assured me that my serial number was flagged to be handle immediately but yet on December 7th he stated my Xbox was not received yet but Federal Express tracking information stated it was received a 9:45AM on December 7th. Now a December 10th, 2012 I receive an email stating that the console was received and it will be re-examined, 3 days after Federal Express delivered it. Expedited, I think not! Amazingly, after being re-examined it was found not to be tampered with and a refurbished Xbox was being shipped on December 13th, 2012. I request tracking information for the package which was provided. On December 17th, 2012 I track the package and to my shock no tracking information is available. Remember it was being expedited! Now when I questioned Tim he kindly gave me excuses and tried to justify the delay. He tried stating that it was shipped. Now why he tried to tell me this when it was easily proven it was when the tracking information was finally available. The Xbox was not called in till December 15th and picked up on December 18th with an expected delivery date of December 21st. Expedited right?! Why couldn’t use 2 day service or overnight even? Now it did not arrive on December 21st, 2012 but I still blame Microsoft because they never took the necessary steps to assure prompt delivery. The Xbox finally was received December 26th, 2012.
    The Xbox does work and there are no issues so far. I was also given 3 months free Xbox live for the issues and inconvenience. So November 10th to December 26th to get my Xbox fixed. I personally think that since the Xbox was under warranty and there was no money to be made there was every attempt to persuade me from getting it fixed. Tim never made an honest effort to “expedite” my repair. So be warned this is the process.

    Brian F 12/28/12 7:32PM
  • My 65 year old dad plays the x-box daily. He had problems with his x-box and called customer service. They attempted to help him resolve the issue, but when it couldn't be resolved they told him to ship it for repair. He stayed on the phone with the customer service rep and asked specifically what he should send and how he should send it. When they sent it back to him and he tried to play it, he realized he couldn't save any of his games. When we called to ask why we were unable to save our games, they said that we should have known to remove the hard drive. My dad didn't even know the hard drive was removable or that he should remove it, since he asked the customer service rep specific instructions on what he needed to send in for the repair. This is not my dad's first Xbox, and he has sent it in for repair before and he has never removed the hard drive. Instead of just sending us our hard drive or a new hard drive for that matter, they are giving us the run around. We've talked to several representatives and managers, and they have been rude and not helpful. Morgan Harris, the Executive Manager, said that he is only able to reach the department that has the parts by email and that there is no way to contact them to expedite our request. He said that it would be 8-10 days before they could process the request. The simple solution is to just send us the hard drive! We plan to call our credit card company and stop payment for the repair until we get the hard drive. Bad customer service is unacceptable; especially to EASY solutions that are clearly the company's fault.

    Laci404 12/27/12 11:47PM
  • Steve, a supervisor, told me i was ignorant and needed to read the fine print in the terms and conditions to fully understand my contract with Xbox live. The offer his agent gave me for resolution was off the table because i asked to speak to a supervisor. He said that's really too bad and hung up on me.

    Quazarah 12/26/12 3:37PM
  • you figure u would get better customer care for something u are paying for but its quite the opposite ps3 has way better customer service.

    adonis91108 12/19/12 4:24AM
  • Buy a PS3! I bought an xbox less than a month ago. Without warning, the controller will shut off while playing. This problem happens even with new batteries installed. At least PS3 will give you an on screen warning when the controller's batteries are low giving you ample time to plug it in. Xbox support will not give me a number to call for such an issue. Instead, they put me into a 33 person waiting cue for online chat (approximately and hour wait). To help myself troubleshoot the issue, I've tried different brand batteries, re-seating the batteries in the controller, moving the xbox to minimize interference, etc. I understand it's just a video game. It is for entertainment purposes. An Xbox is not a necessity in life. However, when you pay such a high price for it, some sort of support should be available that doesn't keep customers waiting for an hour. If the console was $19.99.... I could understand. But, it's a high priced device that should include caring for the customer.

    Anonymous 12/7/12 11:03AM
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  • Awesome. While it was hard to find the number using just my phone, the guy on the other end was awesome. Fixed all my problems and told me about stuff I wouldn't have checked out otherwise. Great customer service once you find it!

    bigbrotherbeane 3/12/13 2:21PM
  • The Xbox customer support was very nice to me. They fixed my Xbox 360 for Free even though it was a week out of warrenty!!! Then sent me a shipping label and everything and got the xbox back within a couple days of them receiving it and it works fine. Very happy with their service and not sure why everyone else is bashing them!

    lstew48 2/20/13 12:00PM
  • just a few to mention modern warfare 3 sponing is too close. should be no scoping with snipers.black ops 2 worst game i ever played dont give people a chance to kill people. little children should not be allowed to play although i dont know how youd do anything about that. oh ya your xbox cases when games are bought should be better made for not breaking games it really sucks to buy and cant get it out of the case with out breakin it then gotta go through bringin it back to exchange after even paying for warrenty on the game why not charge a bit more for the game and make new cases. overaLL that my commlaints for today eccept for the fact we still pay for game play and sony play is free but i guess when it comes to xbox ya cant be the best right i mean look at your ratings.

    Anonymous 2/9/13 7:54PM
  • Basically your experience with Xbox customer service depends on who you get connected to on the other line with customer service. I got connected with about 4 different workers, 3 of which didn't exactly help me. And one who didn't help me at all. The last customer service person I got connected to whose name was Joe,(btw, thanks Joe) helped me a lot and finally solved the problem. Therefore my review is positive, because I don't want the reputation of Xbox support to be terrible because of a few bad apples. Customer service people like Joe, who I got connected to, make the Xbox support experience quite swell. Again I want to thank Joe, he should get paid more than the rest of the bad apples there.

    Willumps 2/2/13 6:06PM
  • Had the most wonderful help from this really cool person named April. I requested a call from the Xbox contact page and received one from her a few minutes later. She was just a very friendly and patient person throughout the whole thing. She walked me down through everything, was very down-to-earth, made some rational suggestions, and did not seem like she was in a hurry to end the call. Overall, I was very satisfied with the customer service (even though the problem wasn't technically fixed, but it was only because of some foolishness on my part) and I would recommend requesting a call from the xbox contact page and especially from April (who sounded very hot, btw) to ANYONE. :)

    toxicdeta 11/26/12 9:39PM
  • I had two initial experiences, The first was by a man named Josh, very helpful we we're patient with each other when either party had to get information. I ended up having to end the call because my account didn't have security questions yet I knew everything else about it.
    I call back later when I set up my security questions and ask if there is any chance I can talk to Josh. They said they don't have personal extension lines. I was content, "okay, I will just start from the beginning". I say the same things and try to go the same path me and josh did with this new associate. We get pretty far along, he then tells me sorry for the wait let me just clarify one more thing before we move on. Straight hangs up on me. I REALLLY hope it was a mistake, there was no reason for it. Now I'm on a call waiting list for 40 minutes writing this message in the mean time.

    GHS Foenix 11/2/12 7:19PM
  • I was hesitant to call after reading all of these posts, but I needed some help with the billing situation so I had to. First of all, I did have to wait about 8 minutes to speak to a human being. The robot was telling me to wait 20 minutes so that was good. The guy that I talked to was super nice and answered all of my questions. I totally blanked out and forgot my gamertag and had to tell him like, 3 different ones. All in all it wasn't even close to a bad experience. Just boring.

    Anonymous 10/29/12 7:25AM
  • I have read through the majority of the complaints on this site. I can honestly say that Xbox Customer support goes out of their way to assist their customers. Customers get angry for several reasons. 1) They forgot their password for their email address and/or the email doesn't exist anymore. This is not Xbox's fault. This is YOUR fault. Not enough information to prove its your account? How is that the fault of Xbox? Its not. 2)Your account/console was banned. Read the Terms of Use. It was laid out in black and white and you didn't read it. 3) Your kid made charges, you want a refund. Don't give a kid a credit card. There is a reason you can't get your own credit card until you are 18 years old. 4) Long hold time, and in the 5 minutes you were away someone closed your chat for not answering - Ever think that they are going as fast as they can, and if you don't answer they have to move on to the OTHER PEOPLE who didn't walk away?
    I have always found Xbox customer support to be 100% helpful each and every time I have had to call. Their agents were polite and helpful. I understand when they can't do something if its in the policy.

    Happy Customer 10/28/12 3:23PM
  • Isubmitted recent problem with Microsoft but failed to mention that Xbox Customer services is always helpful and friendly.

    Only a couple of times they did not seem to know what to do to solve the problem. Usually, when I ring back and get another Customer Assistant they solve the problem.

    sheila 10/14/12 3:27AM
  • They need better customer support but they were patient.

    Anonymous 10/11/12 1:06PM
  • Guy I talked to- Braheem, was unbelievable. Helped me tremendously and delivered great customer service. Was a rare pleasant and helpful phone call to a technical support agent.

    Anonymous 10/2/12 10:35PM
  • I used Xbox's call back service to resolve an issue regarding cancellation of a subscription I was unaware was running, & to remove a debit cad from my account which had outstanding payments on it.
    I spent roughly 45 minutes on the phone with a lad named Alex.
    He went through everything with me, from why these issues had arisen & how to remedy them, all the time maintaining an outstanding attitude.
    All issues were resolved, & my outstanding charges were reduced.
    During my call, I had to contact "Zune", as I had a subscription to this app that i was un-aware of. This is noteworthy because whilst talking to the gentleman from "Zune", Alex from Xbox support was still on the line, assisting me in conversing with "Zune".
    I can definitively say that the help I received from Alex at Xbox help & support was THE BEST customer service I have EVER received.

    becca 9/28/12 8:35AM
  • There is no way to cancel recurrent xbox live payments online, only by phone. But they did answer resonably fast and refunded the last payment when I did call them.

    xehpuk 9/17/12 2:57AM
  • Do not sign up for xbox gold service even if it's FREE! Very deceptive billing methods. After free period was up and checking acount for billing was removed, we belived the service ended. Nope... After a month the account was billed and apparently the service was not turned off. The way they got the payment account reactivated was by flashing a message to my son once the xbox was turned on that stated in order to proceed account information must be updated. So unknowingly he clicked OK so he could play the game. Online help would not refund money. I even went to a supervisor who was kind of rude. He stated quotes from their policies then said I need to watch son closer and abruptly closed the chat session. Really? When turning on the xbox. So I filed a complaint with the better business bureau as the supervisor stated that if I felt it was warranted. I encourage others to file a complaint too with the BBB. Maybe it will encourage xbox to change their policy to not display a message that states in order to continue must update account information. Once he clicked OK it justed booted up normally and account was charged from previously entered bank information.

    sigbro538 9/15/12 10:39AM
  • I called because I had some cc issues, and ended up getting to an agent pretty quickly (2 minutes, I'd say). The agent I talked to was pretty awesome, to be honest. While looking in to things, he'd make sure to keep talking and we kept a pretty good conversation going. He was also very patient with my while I was using my phone as a Web browser (computer crashed). I definitely won't hesitate to call back if I have any other problems.

    Dn32213 9/5/12 2:18PM
  • I was hacked and lost almost 4000 microsoft points. I called customer service. I was on the phone for 2 hours with a very friendly woman. She knew what she was doing and helped me to change all my info and get my issue resolved. One day later I had all my points back and my account was more secure.

    lockdwn 7/4/12 7:32PM
  • I placed to calls to customer service to remove my credit card from account. The representatives were night and day. The first one Sean couldn't care less what I had to say. BUT Sara went above and beyond to help me. Still removed my card but i will not leave Xbox now.

    Anonymous 6/26/12 9:42AM
  • Great customer service, I was having a difficult timesetting up something he was patient snd very courteous.

    Ttt16abby 6/16/12 7:18AM
  • Very good service. The machine was annoying. but when i finally spoke to someone they were very helpful and understood my issue helped me resolve it and offed 9.99 dollars off my original fee. Long story short, Amazing customer support.

    iivandal inc 6/2/12 3:54PM
  • When I contacted Customer Support for some problems with my console, I was directed to the awesome David C. He provided me with Excellent, friendly, and helpful service.

    JANTSUU2 5/21/12 1:01AM
  • I spoke with a really wonderful and helpful guy named Matt today. Extremely helpful and resolved my issues pretty quickly. Best technical support I've ever had honestly. He even called me back after I accidentally hung up on him.

    Brandon Cross 4/6/12 7:10PM
  • Although their systems are often poor, Xbox customer service reps are universally fantastic. I was able to get a real person quickly, had a quick solution to my problem, was given some points for my trouble, and had a great conversion with a great CSR named Anne.

    B 4/1/12 1:36PM
  • XBOX is AWESOME!!! Despite the fact that my 10 yr old kid spent his own money and bought a refurbished XBox 8 months ago, spent tons of $$$ in games and accessories and then experienced the red ring of death, they are stating that the warranty expired and they WILL NOT repair/replace it. They were also very kind in never contacting me claiming that a decision NOT to repair it was made back on March 6 (2 days after I contacted them) When I asked them if would they like to explain it to my 10 year old son why they wouldn't repair it for free they were even MORE wonderful and said they would explain the warranty ran out. I can honestly see why they wouldn't repair/replace it after all a warranty is a warranty. It doesn't matter that a 10 year old is now totally crushed. After all, it's all about the almighty buck isn't it? This WONDERFUL customer service makes me want to run out and buy another XBox. Thank you for letting me share this wonderful experience with you all. Share this if you feel XBox is as AWESOME as I do.

    kf 3/14/12 6:16PM
  • I had an issue with getting a gold account active. I am sure it was due to user error, and the person on the line was very helpful. After a short hold to reach her my issue was resolved in less than 5 minutes.

    The complaints on here seem really petty or like they are outright lies. People need to learn to not post when they are angry and instead actually present themselves so they are not appearing as entitled little babies crying over issues that they could prevent with a little thought and common sense.

    doodwhatwuldhapn 3/8/12 8:24AM
  • spoke to customer service person Jess. issue resolved immediately with no problems. So nice to get positive results from a call to customer service!

    Anonymous 1/30/12 6:23PM
  • Submit your comment >>
  • You have to understand that they are there to help you guys, they are not the bad guys! ask nicely and when i say NICE i mean it, these people are also humans. How about if we put is this way, how you on their position, what would you do? What would you feel?

    Anonymels 12/20/12 7:55PM

  • When you call, dont be an jerk. It is as simple is that. Treat others the way you want to be treated. They are there to make money to keep there jobs. Everyone complains that call centers outsource and America looses jobs. Well heres a prime example of jobs staying in the US. The reps wont take your crap.

    Needdles 5/24/11 10:01AM

  • protip ; Call the UK number

    Also please have your gamertag/serial number etc ready.

    I just finished a call there where I asked a customer what his internet service provider was, and he responded with "oh Windows XP".

    Please try to appreciate the amount of idiots and soccer moms we have to deal with on a constant basis.

    We're also open ridiculous hours, where most centers close much earlier in the day, we work weekends uptil 8.00 and weekdays uptil 10.00

    Anon 2/9/11 9:03AM

  • You guys should all realize what microsoft is doing to make a better customer service experience...Bringing all the support for America, back here to AMERICA. We have some really good support agents that are from the west coast and speak english as a first language! And the training is extensive so none of the agents should be unfamiliar with the console. And one thing that might help, just supe up if the agent is not understanding/resolving your issue...Just ask to talk to their supervisor and you will get someone who has a little more power to get things done for you. Its still in the process of being transferred, so that's why all the indian ones seem so pissed off and spiteful, because we "TOOK THEIR JOBS!!!", so just hang in there and see what we've got in store for you, the xbox customer

    Anonymous 6/12/10 10:56AM



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