Having big read a number of reviews I thought I would share my recent experience, sound familiar to anyone…Logged a problem with Fortnite 3+weeks ago, no response, tried to contact the support line on Xbox website no response, couldn’t get through, constant “whoops there is a problem our side please try later, to the point our guarantee expired 17/12/22, finally got through to an agent, and was able to report further issue with newly purchased COD 11, initially very helpful, after 1 hour and no resolution, asked us to go source a flash drive and scheduled a call back for 11:00am today, not ideal having to go shopping to purchase kit needed to repair an Xbox issue but we did, sat waiting from 11:00 until 13:00 today, no response, contacted your support line yet again, another hour of my life I won’t get back, having logged on to my account your agent had no idea who I was or what the issue was and asked me to run through what the problem was, as your agent from yesterday didn’t know what the problem was or how to fix it, how am I supposed to know, apparently he had no access to the copious amounts of notes taken by yesterday’s agent, asked to escalate to a supervisor, which he didn’t, left on hold for an unreasonable amount of time only to be told nothing he could do and HSS escalated to a specialist team and I should get a callback within 72 hours, clearly not hopeful as same agent advised that currently xbox can’t give timed call backs, clearly the message hadn’t been passed to yesterdays agent, who’s call is now 8.5 hours late, Christmas ruined,Well here we are again, 24+ hours down the line and zero contact yet again, I would love to know the finer workings of the Microsoft, Xbox escalation process. Hate to break this earth shattering news to you guys, but, the general public tend to purchase your goods on mass around December as this month contains a significant calendar event called Christmas. With the upturn in sales of Xbox and related products around this time of year, naturally the upturn in issues surrounding your products will similarly increase, with this in mind, I fail to understand why a global brand such as yours fails to plan proactively and have sufficient resources in place to fully support your product, and to honour the numerous call backs promised. I’ve sent this diatribe on to PlayStation as a training tool entitled, text book 1.0 how Microsoft/Xbox equip their agents to fully let down their loyal customers. PS5 on order
