Microsoft

Complaint: [redacted]I am rejecting this response because: We know we are being invoiced monthly, but it should've been the one timr for the yearly fee. We can't help the order for an Xbox subscription wasn't processed correctly online while ordering. We want the monthly billing to stop, only pay what we already have and have the yearly subscription effective 3/1/16. I am not asking for anything extra here, just what is right. Sincerely,[redacted]

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding potential support scams.  We 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...

provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. If you have not yet contacted support about this issue, visit support.microsoft.com. Sincerely,Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your Xbox console. We apologize that we are unable to fulfil your request for a refund or providing the features that Microsoft and Xbox have eliminated. As stated previously, we encourage you to voice your concerns via the forum in the link provided. At this time, we consider this matter closed. Your feedback has been recorded and we appreciate your time.Sincerely, Microsoft Corporation

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your purchase of Microsoft Support.  We 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 provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance.
Sincerely,
Microsoft Corporation

Initial Business Response /* (1000, 5, 2014/10/24) */
Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox account. Upon review of the Service Request Number provided in your claim, it appears there may be a problem with your...

payment method for your account. To make sure you have the correct information for your payment method, please login in to our website account.live.com, and enter in your email address and the corresponding password associated with your Microsoft Account. Once logged in you should be able to change the payment method to a different credit/debit card.
.
Sincerely,
Microsoft Corporation
Initial Consumer Rebuttal /* (3000, 8, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would love to change that information but my account is locked...after the last update, I cannot access my account. It says I need to be verified. I go to live.xbox.com, try to login, and it says it needs to verify me. I hve no way to verify as when I signed up for live in 2005, I used my college email address and the cell phone number is no longer in service. I have never had this issue before...
Final Business Response /* (4000, 10, 2014/11/04) */
Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox account. It appears as of today one of our Xbox support agents helped you get back into your account now. Are you able to use your account again? Please update your claim if you need further assistance.
Sincerely,
Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox One X shipping label issue. After reviewing your complaint and service request number ([redacted]), it appears one of our Tier 3 customer service agents attempted to give you a call yesterday (1/31) but was unable to reach you and sent a follow-up email to your contact email address attached to your Revdex.com complaint. Our agent states in their email they are able to create shipping labels directly and just needs a bit of information from you so they may send it to you directly. Please respond to our agent (named Jason) with the required information and a shipping label will be sent to you promptly. Sincerely,Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding this issue. We apologize for the delay in contact and have reached out to the Escalation Services team. An agent will be in contact with you soon. Sincerely, Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with a Windows 10 update.  We 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 provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. If you have not yet contacted support about this issue, visit support.microsoft.com. Sincerely,Microsoft Corporation

Hello,My name is Kaisa and I work for Skype Customer Relations Office. My duties include responding to customer complaints.I received your complaint via Revdex.com saying that you have experienced issues with Skype. I’m very sorry to read that and I will gladly assist you further.All Skype subscriptions...

are recurring by default but can be cancelled at any time. This is stated in Skype Terms of Use and also during the purchase flow. Please go to the FAQ page for detailed instructions for cancellations and refund: https://support.skype.com/en/faq/FA1881In order to cancel your subscriptions or Skype Numbers you need to sign into the correct account on skype.com and choose “sign in” and go to the my account page. There just on the left side click on the subscription and then choose “cancel subscription”.To cancel the Skype Number, click in the middle of the page on the Skype Number tab and choose Skype Number “settings”. Then “cancel Skype Number”.Please kindly let me know what kind of issues are you experiencing when you try to cancel the subscriptions and we will look into it?You can get in touch with Skype Customer Service when you follow the instructions provided on our support page here: https://support.skype.com/en/faq/FA1170Please visit Skype Support page for any assistance you need: https://support.skype.com/en/I 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

Complaint: [redacted]I am rejecting this response because: A Tech Supervisor(didn't his name) called me this morning from 425.635.2970, he was suppose to email me his contact information and asked me to provide a screen shot along with the URL. This was hours ago, I have not received the email this Supervisor said he would email me. I am still waiting for his email. So please go ahead and email me your contact information, and I will provide the screenshot along with the URL.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I was sent a faulty xbox replacement the first time and I was charged $16. The 2nd replacement I had the fee waived. I never got refunded for the first fee.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/09/12) */
Dear [redacted],
My name is [redacted] and I work for Skype Customer Relations Office. My dudies include responding to customer complaints.
I received your complaint from Revdex.com that you have experienced issues with Skype. I'm very sorry to read...

that and I will gladly assist you further.
US banks have charged a Foreign Exchange Transaction Fee (FETF) for years on their credit (and debit) cards. Each bank has its own policy.
Some banks do not charge. Some banks charge 1%, 2% or 3%. They all vary. The details will be in your card agreement.
In recent times, banks have begun charging FETF for transactions in US dollars if the merchant of record is located outside the United States even though the transaction is in US Dollars.
Skype's billing and payment facilities are located in Luxembourg.
I hope this response has been helpful.
We apologise for any possible inconveniences caused by this.
I appreciate your patience and understanding.
Kind regards,
[redacted]
Customer Relations Office
Skype
Initial Consumer Rebuttal /* (3000, 7, 2014/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Can you please confirm that the afore mentioned fees are not billed from skype but possibly from my bank.
[redacted]
Final Business Response /* (4000, 9, 2014/10/01) */
Dear [redacted],
We can confirm that Skype is not charging any foreign transaction fees, this is done by the banks.
Some banks, and apparently your bank as well, include an International Service Assessment, a so called ISA fee on international transactions. This is also known as a foreign transaction fee. Credit card company regulations require this charge to be disclosed separately on your statement.

We would like to emphasize that this fee is not part of Skype's charges at all.

It is likely that the reason your bank is charging you an international transaction fee is that Skype is not a registered US company. If you need additional information regarding this fee, please contact your bank or financial institution.
We hope this helps and please let us know if you have any further questions.
Kind Regards,
[redacted]
Customer Relations Office
Skype

Initial Business Response /* (1000, 5, 2014/10/31) */
Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox account. We 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 provided. If you have a Service Request Number, please update your claim with this number and at that time we will be able to provide further assistance. If 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 - 10:00 P.M. Pacific Time, 7 days a week including holidays.
Sincerely,
Microsoft Corporation

Complaint: [redacted]
I am rejecting this response because: I do not know and could not find out how to obtain a "service request number". Trying to talk to a person instead of an automaton lead to the attached web page which does not actually allow to talk to a person but links back to another (Skype) automaton.
Sincerely,
[redacted]

Dear [redacted],Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your Xbox repair. We 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 provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. If you have not yet contacted support about this issue, visit support.microsoft.com. Sincerely,Microsoft Corporation

Complaint: [redacted]
I am rejecting this response because: I WAS NEVER GIVEN ORDER NUMBERS OR REFERENCE NUMBERS. I WAS TOLD MULTIPLE TIMES I WOULD RECEIVE A CALL BACK FROM MICROSOFT TO RESOLVE THE ISSUE AND NO ONE EVER CALLED. WHEN I CALL BACK I GET TRANSFERED, HUNG UP ON AND TREATED RUDELY. I WOULD LIKE A PHONE CALL FROM A SUPERVISOR AS MICROSOFT. THUS IS RIDICULOUS!!!! I HAVE BEEN CALLING SINCE DECEMBER. MY 10 YEAR OLD CHILD WAS ROBBED OF HIS CHRISTMAS PRESENT. I WRITE MULTIPLE BLOGS FOR PARENTING SITES AND I WILL CONTINUE TO ADVERTISE ABS SHARE OUR STORY. I WANT MY SON'S ACCOUNT RESTORED OR A REFUND OF THE MONEY YOUR COMPANY STOLE FROM MY 10 YEAR OLDS.
Sincerely,
[redacted]

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 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,
Microsoft Corporation

Complaint: [redacted]
I appreciate the fact that they have looked at the information and think that a replacement tablet should be sent (again, I'm fine with repair & don't require a replacement).I am rejecting this response, however,  because: The "replacement" that was sent to me was a replacement for the defective power cord that was getting dangerously hot. (That warranty claim was filed at the same time as the one for the crack in my SurfacePro3)The replacement or repair for my defective tablet has not been addressed. The last response I heard was that they were rejecting my claim (filed while my tablet was IN warranty) because they dragged it out so long that warranty is now expired. When I wrote Microsoft that I was going to reach out to the Revdex.com, I was told to contact their legal department.
So, again, I request that Microsoft repair or replace my SurfacePro3 for the manufacturer's defect in the top edge that has been well-documented.
I am waiting for correspondence that tells me that is happening.Sincerely,[redacted]

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