Microsoft

Dear [redacted] ***, Thank you for contacting Microsoft Corporation via the Revdex.comAs stated previously, the agent working on your case has made multiple attempts to contact you via e-mail, requesting that you reply to him with an appropriate callback number and time if you are still experiencing issuesPlease reply directly to his e-mail and he will be happy to further assist you Sincerely, Microsoft Corporation

Dear [redacted] ,Thank you for contacting Microsoft Corporation via the Revdex.com regarding your promotion code We appreciate the time you have taken to provide your honest feedback regarding your customer support experienceYour comments have been recorded and we appreciate your continued support of Xbox Sincerely,Microsoft Corporation

Complaint: [redacted] I'm home all dayI'm sick of filling out and sending emails, and so onyou can call me at [redacted] I am rejecting this response because:Sincerely, [redacted] ***

Hello,Thank you for your reply.As said in the previous email: As an exception I have issueda refund for the order and the funds will be returned to your credit cardaccountRefunds take up to days and it depends of your financialinstitution when they will appear on your credit card account.Skype provides clear information regarding Skype Numberfunction on skype.com and during the purchase flow as shown on the screenshotsin the previous email.Please read more about Skype Number here: https://support.skype.com/en/faq/FA331I hope this response has been helpful.We apologize for any possible inconveniences caused by this.I appreciate your patience and understanding.Kind regards, KaisaCustomer Relations OfficeSkype

(The consumer indicated he/she DID NOT accept the response from the business.)It is disappointing that you come back after an extended amount of time with the response around this representative who has not responded to me in over weeksPlease listen to the recordings of my conversations with this representative a few weeks back and you can verify our discussionAs he stated in one conversation, there is no guarantee of me getting a working system which as you have mentioned is a fee to meWhy pay a fee if I'm not guaranteed a quality product? If I'm not satisfied, does that mean my fee is refunded? I have already paid a fee in the past and got an inferior productHow many times and how much money do I need to spend? I will close this case outWord of mouth and blogs are powerful tools and I will surely use them to tell them about my experience and how Microsoft treats their customersLastly, take a look at your process with your reps, those who fix systems and address thoseThank you Revdex.com rep for trying to resolve my issueUnfortunately, the quality of customer service provided does not equate to the value of their customers

(The consumer indicated he/she DID NOT accept the response from the business.)per the request of Microsoft, we were not given a Service Request NumberThe email address associated with the account is [redacted] @gmail.com

Hello [redacted] , Thank you for contacting Microsoft via the Revdex.com of Alaska, Oregon, and Western Washington We apologize for the delay in responding to your claim If you are still experiencing an issue with your product or service, please update your Revdex.com claim confirming your most recent service request number and we will be happy to investigate further If you have not contacted support regarding this inquiry, we encourage you to visit support.microsoft.com to get immediate assistance with the product or service you are experiencing issues with Sincerely, Microsoft Corporation Meg L [redacted] Escalation Quality Analyst | Intake QualityGlobal Escalation Services | CSS Mobile +(713) [redacted] @microsoft.com

Dear [redacted] ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding your concerns The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution Sincerely, Microsoft Corporation

Dear ***,Thank you for contacting Microsoft Corporation via the Revdex.com regarding your refund issue The Xbox Listening and Advocacy team will investigate this matter and contact you directly to work toward a resolution.Sincerely,Microsoft Corporation

Dear [redacted] , Thank you for responding regarding this issue We apologize that we are unable to verify your account or locate your service request with the information provided in your claim We would like to assist in investigating your claim, however without a valid service request number we are unable to take further actionIn the future, if you can find or create a service request for this issue, please update your claim with that number and we will be happy to help If you have not yet contacted support about this issue, visit support.microsoft.com Sincerely, Microsoft Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and look forward to hearing the response by the companySincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The issue at hand is not the about the credit that still resides in my accountI understand how it can be used and where it can be used at this timeThe issue is that Microsoft sent me an email saying I had to use my account credit or it would be lostIn this email it said the following:"You can use your promotional balance before it expires to buy apps, games, music, and more at any of the following stores: Windows StoreWindows Phone StoreXbox GamesXbox MusicXbox Video"And those items were all hyperlinked to take me to their respective stores on the Microsoft website simply by clicking on themHowever, when I clicked on the "Xbox Games" link it took me to the marketplace and ONLY displayed games for purchaseI found out after purchase that my credit could not be used on any of those games (after speaking to customer service after the fact) despite the fact that the email itself directed me to those gamesThe problem is that Microsoft's email lead me directly to a store where none of the items were valid to purchase with credits despite the email saying soAlso, nowhere in the email did it explain or warn that games were exempt on the Microsoft websiteMy problem is why would Microsoft send me an email about using my credits and then direct me to a store where they cannot be used at all (despite telling me they could be in their own email)This is the equivalent of an employee standing outside a store and saying "Don't worry your store credit is good on anything inside" and you go in a buy itemsAfter your purchase you look at your receipt and ask why your store credit wasn't applied and you're told "Your credit wasn't valid for anything in here and never was"The fact of the matter is that Microsoft is sending out emails telling people to buy items with store credit and directing them to a place where store credit isn't even valid without any explanation or warning regarding the issue on their website as well Sincerely, [redacted] ***

Dear ***,Thank you for contacting Microsoft Corporation via the Revdex.comIn reviewing your interaction with support and the investigation that was done on the account, it appears that the purchases were found to not be eligible for a refund per the terms of use for Xbox Live “Refund PolicyUnless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundableIf you believe that Microsoft has charged you in error, you must contact us within days of such chargeNo refunds will be given for any charges more than days oldWe reserve the right to issue refunds or credits at our sole discretion.” (http://www.microsoft.com/en-us/servicesagreement/) Due to this policy and the investigation done by our support team, Microsoft considers this matter closed.Sincerely,Microsoft Corporation

Initial Business Response / [redacted] (1000, 5, 2014/12/22) */ Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding your account suspensionsWe would like to investigate your issue further but were unable to locate a Service Request Number within your claim or with the information you have providedIf you have a Service Request Number, please update your claim with this number and at that time we will be able to provide further assistanceIf you are unable to locate your Service Request Number but have contacted Xbox Support, please update your claim to confirm the email address associated with your Xbox Live account If you have not yet contacted support about this issue, please call X-XXX-XMY-XBOX (XXX-XXX-XXXX)Support is available from 6:00AM - 10:P.MPacific Time, days a week including holidays Sincerely, Microsoft Corporation Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/01/14) */ I have called upon my first suspension, and was told "we cannot do anything you must contact the enforcement team" the email to this account [redacted] is [redacted] @gmail.com Final Business Response / [redacted] (4000, 11, 2015/01/15) */ Dear [redacted] , Thank you for contacting Microsoft Corporation through the Revdex.com regarding your Xbox Live accountsYour Gamertags were found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and temporarily banned from accessing Xbox LiveWe have taken additional steps to review and reconfirm the enforcement action taken against the Gamertags and stand behind the decisionFor further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed belowXbox has no obligation to provide you with specifics regarding your violationWe will no longer be responding to any further requests concerning your enforcement action as this matter is closed You can review the full Terms of Use at: http://www.xbox.com/en-US/Legal/LiveTOU You can review our Code of Conduct at: http://www.xbox.com/en-US/legal/codeofconduct For additional information regarding your ban, please visit http://enforcement.xbox.com/ Sincerely, Microsoft Corporation

Hello, Thank you for contacting Microsoft via the Revdex.com of Alaska, Oregon, and Western Washington We apologize for the delay in responding to your claim If you are still experiencing an issue with your product or service, please update your Revdex.com claim confirming your most recent service request number and we will be happy to investigate further If you have not contacted support regarding this inquiry, we encourage you to visit support.microsoft.com to get immediate assistance with the product or service you are experiencing issues with Sincerely, Microsoft Corporation

Hello, Thank you for contacting Microsoft via the Revdex.com of Alaska, Oregon, and Western Washington We apologize for the delay in responding to your claim If you are still experiencing an issue with your product or service, please update your Better Business Bureau claim confirming your most recent service request number and we will be happy to investigate further If you have not contacted support regarding this inquiry, we encourage you to visit support.microsoft.com to get immediate assistance with the product or service you are experiencing issues with Sincerely,

Dear [redacted] ,Please refer to our previous response:Thank you for contacting Microsoft Corporation via the Revdex.com regarding your issueAfter reviewing your service request number and conversation history with our customer service agent, our agent is correct in stating we will not be able to issue a refund for your phone billAs explained in our agent’s email, sent 7/20, the number you called is toll free, hence there should be no charge for calling itPlease check with your telephone service provider’s policies regarding this matter to dispute the chargesIf you are having any other issues we may be able to address, please visit support.microsoft.comMicrosoft now considers this cased closed and will no longer be respondingPlease refer to the snipped quote below from the Microsoft Services Agreement, Section 9, part g:“We reserve the right to issue refunds or credits at our sole discretion.”(https://www.microsoft.com/en-us/servicesagreement) Sincerely,Microsoft Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey contacted me and provided me what was requestedSincerely, [redacted] ***

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with Skype The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution Sincerely, Microsoft Corporation

Complaint: [redacted] I am rejecting this response because:They have not fixed my problem or even attempted to fix my problemThey are saying to contact customer supportI tried that multiple times before filing my claimIt didnt helpThis is a ridiculous responseIt took them months to say I should try calling customer service! What a joke.Sincerely, [redacted]