Just a little rant about Microsoft and how badly they've shafted me.
You could (if you are like them) argue that this is all my fault. But i'll leave that to you.
I paid for 12 months live as part of an awesome promo which was only about £26 and included 3 free arcade games. Forgotten which.
Somehow this ended up with me having zero free games, and forgetting to cancel + moving house resulted in another "non refundable" £40 fine.. er by "fine" I mean auto renewal.
Sooo £66, for about 2 hours of xbox live use (it's been packed away since March 2011) and no free games received.
I did contact support after 9 weeks or so, asking about my free games. See below. They told me to wait 6-8 weeks for the games. I replied saying it'd been longer - no reply back.
And after that I've posted a long transcript of me chasing all this up with MS today. Their excuses are: it's 45 days after your renewal so we can't (won't) refund. Even though we can see you have not been online for 11 months (I made that bit up, but I know they can see this info). We don't care if you were moving house, 45 days is 45 days bye bye thanks for the money. Sorry but if you don't know what the free games were we can't help you. Sorry but we don't have the support ticket number as we don't keep them on file for > 11 months.
I don't think I'll touch Live with a bargepole after this, and whatever their next console may be it is already on my shit list.
Well, here's the email that they apparently don't have anymore (and weren't interested me forwarding to them either)
Thank you for contacting Xbox Support.
I can understand your frustration with relation to this promotion.
A code for this item will be sent to the Windows Live ID attached to your Gamertag within 6-8 weeks from the end of the promotion.
We thank you for your understanding and continued patience with this.
It's been over 9 weeks..
-- end of emails (no reply from MS) --
And here's the chat log, if you're bored.
Chasity: Hello, thank you for contacting Xbox Customer Support. My name is Chasity. Please give me a moment to review your question.
Chasity: Hello Janine, welcome to Xbox chat support!
Chasity: How are you doing today?
Janine: Hey! I'm good thanks :)
Chasity: I'm so happy to see you are doing well, Janine.
Chasity: I see you are having trouble with receiving some promotional games.
Chasity: Is this correct?
Janine: Yeah, bear in mind it is probably over a year ago I purchased the promotional sub
Janine: just I forgot about it, Xbox has been packed away forever, turned it on today, no free games from that promo, and I've been charged £40 in Feb for autorenewal :(
Chasity: I did also see that you wanted us to check into the automatic renewal.
Chasity: I apologize that you are having theses troubles with your account.
Chasity: I'm happy to address these concerns today.
Chasity: I have taken the initiative to check on the renewal date of this account.
Chasity: I see that the renewal date is Feb 5, 2012. Since this is outside the 45 day renewal period, we're not able to refund this purchase.
Janine: But I have not been online, at all :-(
Janine: You can surely see that in the logs
Janine: I have been moving house etc
Janine: things stay in boxes, you know how it is
Chasity: I'm sorry, we're not able to refund any subscription after 45 days.
Janine: So basically i'll have to sell my xbox to make the money back?
Janine: cant really spare 40 quid :(
Chasity: While you're welcome to sell your console, we don't recommend letting anyone use your account, as anything that happens under your account could affect you being able to use it in the future. For example, if someone uses it to break the Terms of Service, then your account could be suspended or banned.
Janine: I doubt I'd use Live again after this episode, I mean no free games and charged for a service you can SEE I haven't been using :p
Janine: but you have t&c's to hide behind, right, so it's ok
Janine: Sorry, shoudln't shoot the middleman(or woman)
Janine: just so frustrated to pay so much for something i simply haven't used, and the game thing.. just adds insult to injury
Janine: as I said I doubt I'd ever use this or any ms service again as it stands now
Chasity: I really wish there were more that I were able to do, unfortunately after 45 days my hands are really tied.
Chasity: That is more than a fair grace period for cancellations with refund. Far more than any other service.
Janine: yeah just lousy timing, only started unpacking thigns last week
Janine: I would have caught it if i hadnt moved recently
Chasity: I'm so sorry for the inconvenience, Janine.
Janine: ok well basically i'm gonna have to stay offline for a cpl years to get my money back, dont see how that benefits either of us but Ive already cancelled so there ya go
Janine: in meantime any chance on resolving the free game issue
Chasity: Please could you tell me more about this promotion? this way I can see what I can find for you.
Janine: Oh man, I was hoping it'd be on the record somewhere, cos honestly
Janine: I cant remember the exact promo, we are going way back
Janine: it was somethign on hot UK deals, a really good offer for £26 or so, and some free arcade games
Janine: let me see if I can find it ;/
Chasity: Thank you, that would be very helpful.
Janine: In my inbox I have a suppor ticked I raised in 2011 for it?
Chasity: Thank you, let me see if I can search that.
Chasity: It's been too long ago, I'm not able to see the ticket, even when I searched by the number. Do you remember the game name from the promotion?
Janine: Nope - it was multiple arcade games
Janine: I am still digging around
Chasity: Thank you, I'm sorry that I wasn't able to see the request by your ticket number.
Chasity: I really wish this were a bit more recent, this would be so much easier for both of us.
Janine: I can't find out what games they are, I was hoping you'd know the promo. Does that mean I lose out there as well?
Chasity: Generally after a year, we do not have any access to tickets or information. You should never wait more than 6-8 weeks after a purchase to ask for assistance with promotional items.
Janine: hah I did, that's what that support ticket was :-p
Janine: he replied to me saying it should take 6-8 weeks to show on my Windows live acct (the games)
Janine: I replied saying it'd already been over that
Janine: and got nothing back
Chasity: Wow, I wish I had a way to track this, please give me a few moments to see if there is anything at all that I can do at this point.
Janine: ok. Just FYI this email was 21st April 2011 from "Simon", not quite a year ago. Maybe there is something somewhere.
Chasity: I'm sorry Janine, I did ask my supervisor about this in particular, and because it's so old, there really is nothing more that we can do about this.
Janine: Wow.. :(
Chasity: Janine, I really do sincerely apologize to you. I do wish there were more that I can do.
Janine: I mean I did contact suppor over the games, I have proof. I can forward the email.
Chasity: For your future reference, your service request number for this chat is: 1174959226.
Chasity: Please quote this with our support team if you need to contact us again on this issue.
Janine: oh ok
Chasity: I understand, but I'm not able to track this as it's been nearly a year.
Janine: I'm just surprised you dont' keep support records for at least a year :)
Janine: Every company I've ever written support spftware for, does. And even then it gets arched not deleted
Janine: Would your supervisor like me to forward the email proof I have or are you guys basically stepping away from this one now
Chasity: We do not have anything that we can do in regards to assisting with a promotion that is more than a year old. I really do wish there were more that we could do to help.
Janine: I can email myslf this chat right?
Chasity: To email this chat session to yourself please click the icon above the chat window:
Chasity: Do you have any further Xbox questions for me at this time, Janine?
Janine: Nah, lesson learnt for me, and I'm sure if I were to talk to you in person you'd side with me on the unfairness of this, but you are doing your job, I respect that
Janine: I'll see if I can pursue further by posting my logs on a cpl forums
Janine: as this isn't really fair, but not your fault
Janine: so lets end it there since your hands are tied :)
Chasity: I hope you have a great day, Janine.
Chasity: Thank you for contacting Xbox Customer Support. To end your chat session please click the X above the chat window:
info: Your chat transcript will be sent to ------@gmail.com at the end of your chat.