xbox customer support SUCKS

[oasis]

below are some emails I have been sending to xbox customer support.

and they are replying to me with the same bull crap they have been and I am finally pissed off because I gave them a indepth detailed email of what my problem is and they send me back some bull crap answer that has nothing to do with my problem

you read it for yourself

I have edited out my swearing thats why its in the spoiler


DO YOU GUYS EVEN ****ING READ THE ****ING EMAILS I SENT
I GAVE YOU A LIST OF THE PROBLEM AND YOU THING I HAVE A MOTHER ****ING PROBLEM OF CONNECTING TO XBOX LIVE
ALL THE EMAILS ARE ATTACHED TO THIS ONE READ THEM ALL AND THEN SEND ME BACK A RESPONCE AND START DOING YOUR JOB NOT JUST SHOOTING OUT RANDOM EMAIL SOLUTIONS
It is not a power cycleing problemI have no problem connecting to Xbox Live I have a problem connecting to only one person on xbox live
I DO NOT HAVE A PROBLEM CONNECTING TO XBOX LIVE
below this email I have BOLDED My previous email that explains IN DETAIL what my problem is. IF YOU DONT ****ING KNOW WHAT THE PROBLEM IS
THEN ****ING TELL ME I DONT KNOW AND YOU SHOULD CALL CUSTOMER SUPPORT
--- On Sun, 11/9/08, Xbox Customer Support <XBOX_.LIVE.NA.00.EN.HAH.MNL.TS.T01.SPT.X1.EM@css.o ne.microsoft.com> wrote:

From: Xbox Customer Support <XBOX_.LIVE.NA.00.EN.HAH.MNL.TS.T01.SPT.X1.EM@css.o ne.microsoft.com>
Subject: RE: SRX1082241113ID - Troubleshooting NAT issues \3rd email
To: oasisunknown@yahoo.com
Date: Sunday, November 9, 2008, 7:48 PM

Hello Joe,





Thank you for writing Xbox Customer Support.




We are sorry to hear that you are having trouble connecting to Xbox Live. We understand that you are encountering issues with your Xbox Live connection when you run the Xbox Live Connection Test. We apologize for any inconvenience.



Here are some things that you can try to fix the problem or to determine what the cause is. If you cannot fix the problem yourself, please contact Xbox Customer Support at the number indicated below.



1. Power cycle all the hardware on the network. For more information about how to power cycle home networking devices, check the following link to view the article in the Microsoft Knowledge Base: http://support.microsoft.com/kb/944294



2. Run the Test Xbox LIVE Connection test by following these steps:

In the Xbox 360 Dashboard, select the System area.
Select Network Settings.
Select Test Xbox LIVE Connection.
Select "Yes" to sign out of profile and start the test.
Take note of the phase where the test fails.
If the Test Xbox LIVE Connection test fails at MTU, ICMP, or if the result of the NAT phase is Moderate or Strict, go to step 5.
If test fails at the Xbox LIVE phase, please check Xbox.com for any known Xbox LIVE outages. If there are no known outages, go to step 9.


3. Have you been able to connect to Xbox Live before?

If YES
Ø If you have been able to connect to Xbox Live before and have added any hardware to the network or changed ISPs since the last time that you were able to connect to LIVE, please check whether the Hardware and ISP provider are Xbox LIVE compatible. You can do this by checking for the Xbox Live Compatible Logo or by going to:

· Networking Equipment: http://www.xbox.com/en-US/support/connecttolive/xbox360/homenetworking/equipment.htm

· ISP: http://www.xbox.com/en-US/support/connecttolive/xbox360/isps/intro.htm

Ø If you have not added new hardware to your network or changed your ISP, please go to step 4.

If NO
Ø Please check whether the Hardware and ISP provider are Xbox LIVE compatible. You can do this by checking for the Xbox Live Compatible Logo or by going to:

· Networking Equipment: http://www.xbox.com/en-US/support/connecttolive/xbox360/homenetworking/equipment.htm

· ISP: http://www.xbox.com/en-US/support/connecttolive/xbox360/isps/intro.htm

Ø If the hardware is compatible, go to step 4 to check for an ISP outage.

Ø If the hardware is not specifically listed as compatible or incompatible on the LIVE compatible list, please go to step 4 to check for an ISP outage.



4. Check your ISP (Internet Service Provider) for an outage. You can do this by checking whether you can access the Internet on a computer.

Note: If a computer is not available, please contact your ISP to find out whether there a known outage. If there is a known ISP outage, please reply back when the ISP is up and running. If there is no ISP outage, continue these steps.



5. Use Automatic network settings. If the Xbox 360 Networking Settings are currently set to Manual, change the Networking Settings to Automatic:

In the Xbox 360 Dashboard, select the System area.
Select Network Settings.
Select Edit Settings and select the Basic Settings tab.
Select IP Settings, and then take note of the current manual IP settings. Then set the IP settings to Automatic.
Select DNS Settings, and then take note of the current manual DNS settings. Then set the DNS settings to Automatic.


6. Power cycle all the hardware on the network, and then run the Test Xbox LIVE Connection test again. Run the Test Xbox LIVE Connection test again to see whether the connection continues to fail. Take note of the phase where the test fails. If the test failed at MTU, ICMP, or if the results of the NAT phase were Moderate or Strict, go to step 9 and select the corresponding Knowledge Base article.



7. Set up a new network by following the instructions in the Xbox LIVE Connectivity Wizard:

http://www.xbox.com/en-US/support/connecttolive/xbox360/connectionmethods/webconnectivitywizard.htm



Note: Some ISPs require specific settings that may have to be entered into the Dashboard. For example: You have to enter static IP addresses and PPPoE settings in the Dashboard. If you have not been instructed by your ISP to modify any of these settings, skip this step.



To edit specific settings select the System area in the Xbox 360 Dashboard follow these steps:

Select Network Settings.
Select Edit Settings.
Enter in the information that was provided by the ISP.




8. Power cycle all the hardware on the network, and then run the Test Xbox LIVE Connection test again. If anything was changed since you ran the Dashboard connection test, run the Test Xbox LIVE Connection test again. If the test fails, take note of the phase where it fails.



9. Check the link for the appropriate Knowledge Base article based on where the Test Xbox LIVE Connection test had issues and follow the appropriate troubleshooting steps.



Phase of Failure



Network Adapter:

http://support.microsoft.com/kb/908887 Xbox 360: The test Xbox LIVE connection fails at Network Adapter



Wireless Network:

http://support.microsoft.com/kb/908886 Xbox 360: The test Xbox LIVE connection fails at Wireless Network



IP Address:

http://support.microsoft.com/kb/908885 Xbox 360: The Test Xbox LIVE Connection fails at IP Address



DNS:

http://support.microsoft.com/kb/908884 Xbox 360: The test Xbox LIVE connection fails at DNS



ICMP:

http://support.microsoft.com/kb/908883 Xbox 360: The test Xbox LIVE connection fails at ICMP



MTU:

http://support.microsoft.com/kb/908882 Xbox 360: The test Xbox LIVE connection fails at MTU



Xbox LIVE:

http://support.microsoft.com/kb/908881 The Test Xbox LIVE Connection fails at Xbox LIVE



NAT:

http://support.microsoft.com/kb/908880 Xbox 360: Troubleshooting NAT issues



You may also choose to call Xbox Phone Support for further assistance.



For US and Canada customers, you may call Xbox Customer Service at 1-800-469-9269 at your earliest convenience, and we'll be happy to help you. We are open everyday from 6am to 10pm US Pacific Time.



For international customers, please contact Xbox Customer Service in your local region. (To find the correct Customer Service number for your region first use this link http://www.xbox.com/en-US/ChangeLocale.htm to select the appropriate country and then use the contact number found under the support menu). You may also call international assistance (direct dial to the US ) by dialing 425-635-7180.



To expedite service, please provide Service Request Number 1082241113 when you call.



Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.



Best Regards,



Ashley

Microsoft XBOX Support Services

http://support.microsoft.com/



--------------------------------------------------------------------------------


--- Original Message ---
From : "joe henderson"
Sent : Sunday, November 09, 2008 5:35:24 AM UTC
To : "Xbox Customer Support"
Subject : Re: SRX1082241113ID - Troubleshooting NAT issues \3rd email

Hi oliver

My problem is back and its getting rather irritating not being able to play with my friend he and I are on the most out of all our friends but we cant connect

We were able to connect with out a problem for about a week or two
and now we can not connect any more so we cant play games

nothing changed since the last time we could connect our service provider
has not changed its still comcast we both have router connections not wireless.

we both have the fast enough internet connections to play on xbox live

our routers firmware is xbox live compatible

our NAT settings are both OPEN

the symtops of the problem

1. We can connect perfectly to any other Xbox live player with no connection problems

2. We can not connect to each other at any time by our selves (Not even Private chat)

3. We can send messages back and fourth with no issues.

4. if my friend is parting with person A and I am parting with Person B

Person A can join Person B's Party and all four of us...

My
My Friend
Person A
Person B

...can can play togeather but if Person A and B disconnect My friend and I are split and can not stay in the party


We would like to play Xbox live togeather because that is what it was designed for and I am starting to wonder why pay the 50 dollars if I cant even connect to play with my friends

We have tried to diagnose my internet connection and on each time it turned out just fine

So if we can try something new to try to resolve this problem and maybe find out what is the difference where it worked a few weeks ago but not today

--- On Wed, 10/29/08, Xbox Customer Support <XBOX_.LIVE.NA.00.EN.HAH.MNL.TS.T01.SPT.X1.EM@css.o ne.microsoft.com> wrote:

From: Xbox Customer Support <XBOX_.LIVE.NA.00.EN.HAH.MNL.TS.T01.SPT.X1.EM@css.o ne.microsoft.com>
Subject: SRX1082241113ID - Troubleshooting NAT issues \3rd email
To: oasisunknown@yahoo.com
Date: Wednesday, October 29, 2008, 7:49 AM

Hello Joe, Thank you for using XBOX Customer Support! I am Oliver and I will be helping you today with this issue.



We appreciate your reply, if you need further support you can write back or call for more support. We do apologize for any inconveniences that you may have encountered and hope you keep enjoying our product and services.




We consider all of the suggestions and comments sent in by our members, and we maintain an internal database of suggestions that we consult and prioritize.



Customer satisfaction is our main goal and we will improve our service in the future.



If you need to reply to this e-mail, please reply 'with history' (include any previous e-mail) so we can expedite our service to you.



You may also choose to call Xbox Phone Support. For US and Canada customers, you may call Xbox Customer Service at 1-800-469-9269 at your earliest convenience, and we'll be happy to help you. We are open everyday from 6am to 10pm US Pacific Time.



For international customers, please contact Xbox Customer Service in your local region. (To find the correct Customer Service number for your region first use this link http://www.xbox.com/en-US/ChangeLocale.htm to select the appropriate country and then use the contact number found under the Support menu). You may also choose to call international assistance (direct dial to the US ) by dialing 425-635-7180.



To expedite service, please provide Service Request Number 1082241113 when you call.



NOTE: You may now check warranty and repair status for your XBOX console by going online at http://service.xbox.com/ using your Windows Live ID account.



Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.



Best Regards,



Oliver

Microsoft XBOX Support Services

http://support.microsoft.com/

[Tails]

They make me laugh. automessages ftw.

[david man45]

Ha! Auto messaging. Thats why I'm a Sony kid...

[Dudebro]

Ha! Auto messaging. Thats why I'm a Sony kid...

Sony sends you emails written by actual people, you sure?
Seriously this is a normal thing for a big company. Someone reads his Email, they sort it by problem and then send an auto reply. Actually I think Oasis becoming angry might've made it worse.

It sounds like the exact same problem I had btw. I couldn't join games/party or chat with my brothers account. Only his account. It might not be the same problem but the symptoms seem the same.

I'm 99% sure it's a router issue. What we finally found out was that my brother had a second Xbox listed on his router(for when my friend brought his over). He removed it and we haven't had a problem since. Is it possible your Xbox is somehow doubled on your router? Maybe a mistake during set up made a duplicate? Also have you tried directly plugging the xbox into your internet connection(like instead of a wireless if your using that).
Sorry if some of this doesn't make sense, I'm not a PC guy really so I don't know the details. If this doesn't help I'll ask my brother for more details.

Also in the meantime if I'm on live I'll Host a party in Halo so you guys can play together. My brother and I did that with friends until we fixed it.

Btw, I didn't email Microsoft I posted on Lives Tech forum and got basically the same answers you did, but from the forum users. I think our issue is kinda rare and people just don't understand it.

[Kong]

I used to work for MS tech support. I sent out those form emails for a couple months. Dudebro is right. You read the email find a problem that best matches and send the best preformatted response you have. Nearly all companies do the same. The tech support are supposed to realize when they do not have a pre-written response for your issue and then try to solve your problem themselves. Problem is they get in a rut since 90% of the problems actually can be solved with the form mails.

[oasis]

I understand the preformat mails but I have sent them like 6 emails with the same issue

and this is the 3erd time they sent me the same message. so they should get the point that its not a connection problem to live as a whole.

dudebros answer is much better but it does not explain how it started working for a week or two then suddenly stoped working.

maybe I will just get a new router because I cant connect directly to the internet because I use comcast and that must be conected to a PC to work or it says No Connection to Pc and wont connect to the internet.

my router is pretty old anyways. (even though it says it compatible on there website.)

[Dudebro]

Maybe the ports are going on your router. Do you unplug/plug stuff in a lot?

[oasis]

nope I just let it sit I dont touch it

[TNTisKING]

I've received real emails from Nintendo before... who do you think cares more about their customers? ;)

[Dudebro]

Like I said before I'm not good with this stuff at all but I just remembered something. We had to set my router to the DMZ. I don't know how to do that but it did seem to help. Maybe someone else can explain it more.

[oasis]

I think I will just buy a new router because it seems to be messed up anyways

because with tensers speed test topic I only get about 1000kb download where you guys were getting in the 8000 range so my connection or speend is 8 times crappier than yours

[TrakMastaTom]

That's likely your ISP. But your router could be contributing. I don't have very good speeds either, but I don't have the most expensive internet on my ISP. Can't afford it.

But it does the job for Xbox Live and whatever else I need.

[Dudebro]

I have lolcomcast and a cheap router from Kmart.

Oasis before you spend anymore money you should post all this on the Xboxlive forums in the tech support section. It's got real people who try to help. It's xbox people and normal users(who are very informed).

[oasis]

I will try that just because its not your normal I can not connect to xbox question my problem is a little bit more specific

[jim5cents]

I wonder if Ashley is cute?

The one time I had a problem with my xbox, i did send an email and got the generic response. after that, i called, it takes a little longer, waiting and so on, but the support was much better. they were able to walk me through the problem in real time.

[EJT2012]

My friend buys an xbox, and it has a bunch of problems with the parts. So he calls xbox support and the y put him on hold for ten minutes. When he finally gets someone to talk to, they tell him they cant help him and hang up. ???

[Dudebro]

Second hand accounts aren't reliable. If your friend got hung up on then maybe there was a reason? In todays world big companies record calls to protect themselves and to keep track of thier workers. I highly doubt they just hung up for no reason. Maybe he was too pissed off to talk rationally and they ended the call? Maybe he's changing the details to make it sound worse than it was?

The bottom line is these people are paid to listen to people bitch and moan all day. They may not help the way people want them to but they aren't going to just ignore you. Unless they don't care about thier job or someone decides to scream at them. Besides, even if you scream at them they'll just transfer you to someone higher up the chain to deal with you. I'm calling BS on this.

I know two people who had issues with thier 360s. They contacted support and sent the 360s out for repairs. When they got them back they worked. No hang ups and no run arounds.

[CatalystiCam]

Microsoft makes me quite mad >:(

[Dudebro]

Sony makes me mad, what's your point?

[CatalystiCam]

I don't know I haven't had much luck, but I got my first sega system and I"m already impressed, dreamcast's real flaw was not securing there cd's so they went bankrupt lol, and there games haven't been good since dreamcast, I think the confidence in having there own console helped.