THE BORE
General => Video Game Bored => Topic started by: Eel O'Brian on September 02, 2014, 12:12:47 PM
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Bought a used XB1 yesterday evening from a friend-of-a-friend for $250. Hook it up today, won't recognize my Gold sub. Get on the line with chat (all typos have been left intact):
Laura: Welcome to Xbox Customer Support! My name is Laura.
Laura: How are you doing today?
you: Pretty decent, and yourself?
Laura: I'm doing great. Thanks for asking.
Laura: If I got it correctly, you are having an issue with the Xbox Live GOld not showing on the account, correct?
you: Yes, my XBL Gold subscription is not being recognized on the Xbox One I just bought.
Laura: Thanks for bringing this to our attention. No worries, we can work together to isolate the concern.
Laura: May I have the gamertag attached to the account please?
you: My gamertag is Eel O Brian When I bought my Xbox 360 last year, I did it with the 2-year contract plan, where you paid $14.99 a month for Xbox Live and got the 360 for $99. I am wondering if that might have something to do with it.
you: It's showing as active and in good standing on my 360.
Laura: Oh, okay. Thanks for clearing that out.
you: The $14.99 monthly plan renews on 9/9, I believe.
Laura: Basically, as for the 2 year contract plan, the Xbox Live Gold is console based. Meaning, the Xbox Live Gold is activated on the console and not on the account itself. So if you are going to use or sign in the account using a different console, the Xbox Live gold will not be carried over.
you: You mean I have to buy a whole other Gold subscription?
Laura: You have an option to contact the retailer store where you purchased the console and the one that provides the 2 year contract if they can transfer the subscription to a different console.
you: You guys provided the contract, Gamestop just sold me the console.
you: and Xbox Live Gold is supposed to be accessible across systems.
Laura: No, it's the store that provides the contract. It's an agreement between the store and the buyer.
you: I am paying YOU
Laura: That's why they are selling the console on a lower price.
Laura: What we have are the regular monthly and yearly subscription wherein it's attached to the account. On the 2 year contract plan, the subscription is attached to the console itselg.
Laura: itself*
you: This is a little ridiculous, to be honest. I've been a Gold subscriber off and on since the original Xbox days. If I'd known that I don't know if I would have even bought the Xbox One. That's $60 extra a year for basically nothing.
you: I mean, evidently I am a loyal customer considering I own both your consoles
Laura: I honestly understand your concern and I am with you on this. However, that was the agreement agreed on the 2 year plan where the GOld is attached to the console and not on the account. This is also the reason why we advise you contact the store if they have an option to transfer the contract to a different console serial number.
Laura: As much as I want to help you with this matter, we just don't have an option to transfer the Xbox Live gold from one console to another given that there is a contract and agreement between the store and the console owner.
you: So, you're not going to do anything for me, basically.
Laura: If I can only transfer the subscription for you, then I would be more than willing and glad to do it in a heartbeat. However, we just don't have that option here on our end and we cannot bypass the system ruling. Only the store has the capacity and has the possible option to transfer the gold from one console to another.
you: You could give me a XBL Gold code to use on my Xbox One. Wouldn't hurt you guys a bit, and would keep me happy, and buying your games in the future.
you: Because paying for two subscriptions is kinda BS.
Laura: Oh, I wish I can do that. I am an Xbux user myself and if only we have an option to just generate Xbox Live code here on our end, then I would be the first person to do it on my account. But then again,we cannot bypass the system and we cannot generate Xbox Live codes.
Laura: I understand that, that's why we advise to contact the store to check if they can transfer the subscription to another console.
Laura: The type of subscription you have is the 2 year plan and that's why the subscription is attached to the console itself.
you: Well, I suppose we could dance around this all day, but the bottom line is I either cough up another an extra $60 to you people or I'm SOL.
you: I knew buying an XB1 was a mistake
Laura: I honestly understand where you are coming from but our hands are tied here. This is the reason why we are providing you the way we have which is contacting the store. Though, we'll respect your decision and opinion.
Laura: Do you have any other clarifications or concerns that I can answer for you today?
you: No, I think I've been screwed quite enough today, thanks
I GUESS XBUX WASN'T NECESSARILY A TYPO
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So did you call gamestop?
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And that "store" thing is bullshit. I pay Microsoft every month, says so right on my statement.
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I swear, you are a fucking curse
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No, because even if they could transfer it (like anyone there would know what the fuck I'm even talking about), then I would still be without XBL on the 360.
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I swear, you are a fucking curse
HOW IS THIS MY FAULT
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Ooooooh. What makes you think you should be allowed to have gold on both for one price? :wtf
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Because that's the way it works for every single other 360/One owner in the world
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So you're on a 2-year contract - how long are you into it?
Can you cancel it? Microsoft cut this program, afaik. Possible to reimburse?
http://support.xbox.com/en-US/xbox-360/contract-subscription/frequently-asked-questions
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Play anywhere with your own Xbox Live Gold account.
A single Xbox Live Gold membership works across both Xbox One and Xbox 360 – your membership covers both. And you can log into a friend’s Xbox One and access all your downloadable games, preferences, and apps.
http://www.xbox.com/en-US/xbox-one/get-the-facts
"the facts"
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So you're on a 2-year contract - how long are you into it?
Can you cancel it? Microsoft cut this program, afaik. Possible to reimburse?
http://support.xbox.com/en-US/xbox-360/contract-subscription/frequently-asked-questions
it'd be a $132 cancellation fee, fuck that
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Eeeeesh. I would cry loudly on the phone with a Microsoft rep after crying "escalate my call"
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Well you aren't the only one in this situation, at least
http://forums.xbox.com/xbox_forums/xbox_support/xbox_one_support/f/4268/t/1804597.aspx
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what foresight on their part!
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Have you called them? It might be a waste of time, but live chat more often than not are completely clueless on processes. They had no idea about the "FREE XBOX ONE" promotion they did on launch that I won from.
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After reading that, I guess I'm just going to have to create a new username and pay for another live account if I ever want to get online.
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Call! The chat is just for lazy people who will accept half solutions. You get on the phone with someone they'll be able to do a lot more
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on the phone now, this ought to be good
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this is already sounding like a waste of my time
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You just don't understand, Eel, there's nothing Microsoft can do.
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i'm not even showing as having a gold account in their system :lol
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i think i heard an abacus clicking in the background
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also this is approximately the 1200th time i have heard "gimme juuuust a second"
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"while we're waiting, what kind of games do you like to play?"
"online games."
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I swear, you are a fucking curse
HOW IS THIS MY FAULT
It's not your fault you're a modern day Job. Curse God and die, Eel.
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but i don't want to die :(
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also this is approximately the 1200th time i have heard "gimme juuuust a second"
i always used that as a code phrase for "i dunno wtf to do"
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comin up on 45 minutes now
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those $14.95 monthly charges seem to go through pretty smoothly
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well, at least i got a cheap xb1 :-\
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Call! The chat is just for lazy people who will accept half solutions. You get on the phone with someone they'll be able to do a lot more
I can't speak for MS, but I use Dell chat support all the time with great outcomes and little time. Probably less than most people have to wait for the next available rep..
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The fuck? I have my own issues with the XBone(damn console won't stop disconnecting from live) but that's horseshit.
It's funny, everybody I know who owns has their own technical issue with it. Can't say I know one guy who has a smooth running Xbone.
Mine works fine.
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Other than a couple of gimpy controllers every issue I've generally had with my xbox one has been resolved by unplugging it and plugging it back in.
Which is not to say there aren't some annoying interface issues.
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Shitty customer service. You should definitely call them and complain. It works better than doing it via chat.
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"they're checking over it now"
coming up on an hour and a half
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Okay, so they sent me a one-month sub for my secondary account if I want to play online while they're getting this fixed. Dude said it should only take 3 days at most, and they'll email. Apparently they have to go in and manually remove the Gamestop email from the contract subscription, and insert my regular one in place of it.
I am suspect that this is going to turn out all right, but yay if it does.
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"I am an Xbux user myself and if only we have an option to just generate Xbox Live code here on our end, then I would be the first person to do it on my account."
The most offensive and patronizing bit of an otherwise predictable chat log with CS. She's almost equating giving you a code for your troubles and inconvenience as feeding her xbux Gold codes from the imaginary code dispenser. No ma'am, that would be theft.
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I like how you get someone who says there is nothing they can do. Then call back and you get someone who says we will get it taken care of. Such a waste of time, brehs.
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I like how you get someone who says there is nothing they can do. Then call back and you get someone who says we will get it taken care of. Such a waste of time, brehs.
That's why when the second (helpful) rep asks if "there's anything more" they can help with, after resolving the issue, more people should say "Yes, can you tell Laura to go fuck herself?"
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Okay, so they sent me a one-month sub for my secondary account if I want to play online while they're getting this fixed.
in the email i actually received:
You recently contacted Xbox Support regarding a problem with your Xbox LIVE account. As promised, this email includes a prepaid code (or codes) that you can use on your Xbox LIVE account.
To redeem the following prepaid code (or codes), click Redeem Now beside the prepaid code, and then sign in using the Microsoft Account and password for your Xbox LIVE account.
Gears of War 3 - Adam Fenix : XXXXX-XXX-NUMBERS-XXX Redeem Now
*clicks redeem now*
"Congratulations, you now own the Adam Fenix Multiplayer Character!"
:beli
They're not going to fix this, are they?
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Sorry :lol
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I like how you get someone who says there is nothing they can do. Then call back and you get someone who says we will get it taken care of. Such a waste of time, brehs.
That's why when the second (helpful) rep asks if "there's anything more" they can help with, after resolving the issue, more people should say "Yes, can you tell Laura to go fuck herself?"
Call center plebs are generally trained to screw the customer and get them off the phone in the quickest amount of time possible. They have ways of helping you out, it just depends on (a) whether they want to and (b) whether they even know how.
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Eel...man...dude....breh. :lol :lol
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I got nothing for that one.
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Dude never used his 14 day XBL trial code inside the console box, so I redeemed that on my secondary account. And it works for my main account, too, evidently. So, if it's that easy, IF IT'S THAT EASY, then why the fuck did I waste two hours of my life between chat and phone support?
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On Xbox One, all accounts get Gold benefits as long as one of them has it on there. Not sure if this applies to the "Games With Gold" though.
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It does, they both showed up for free. I didn't think they'd do that with just an XBL trial, but they did.
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You have the worst luck with electronics. I hope when you die you get reincarnated as Amish. :(
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:lol
nah, i am just vocal about my problems
i probably shouldn't have bought it at all, but it was such a good deal i couldn't pass it up
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microsoft being anti consumer whoduve thunk it ::) ::) ::)
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:lol
I've had a few experiences with MS support. Online chat dudes are worthless as fuck. Phone dudes are usually really nice, will get it resolved but are still morons in the end. They kept offering me free shit but I owned all the 1st party games during my last run in with them.
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Okay, so they sent me a one-month sub for my secondary account if I want to play online while they're getting this fixed.
in the email i actually received:
You recently contacted Xbox Support regarding a problem with your Xbox LIVE account. As promised, this email includes a prepaid code (or codes) that you can use on your Xbox LIVE account.
To redeem the following prepaid code (or codes), click Redeem Now beside the prepaid code, and then sign in using the Microsoft Account and password for your Xbox LIVE account.
Gears of War 3 - Adam Fenix : XXXXX-XXX-NUMBERS-XXX Redeem Now
*clicks redeem now*
"Congratulations, you now own the Adam Fenix Multiplayer Character!"
:beli
They're not going to fix this, are they?
:rofl :rofl
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Ooooooh. What makes you think you should be allowed to have gold on both for one price? :wtf
Because when you log-in with your Gold membership on any device where online connectivity or Achievements is counted, i.e. anywhere but xbox.com, it will log you out of any other instances. A Gold membership can only be used on one device at a time, so there is definitively only one active instance of its use at any time.
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How do you always get into these situations? :lol
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Eel should get all of these stories and put an e-book out. No one would believe this all happened to one person
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Well, that was two hours of my life I'll never get back:
Hi Kevin,
My name is Caity with Xbox Global Escalation Support and I would like to thank you for taking the time to contact us in regards to your Two Year Contract.
Our records indicate that your account is currently active. If you recently made a payment on your Two Year Contract, you may need to delete and re-download your profile to refresh the billing status on your console. Please follow these steps to refresh the billing status on your console:
*Note: If you receive the pop up error at any point during these steps, you can press the Xbox Home button located in the center of your Xbox 360 controller to be redirected to the dashboard home.
1. Push the Guide button (middle button) on your controller
2. Select Settings
3. Select System Settings
4. Select Storage
5. Select Hard Drive
6. Select Profiles
7. Select your Gamertag
8. Select Delete
9. Select Delete Profile
Once this is completed, you will need to reboot the console and re-download your profile. This will update your billing information associated to this account/console.
Thank you for your patience while this issue was investigated and resolved. If you have any concerns regarding this notice, you may reply to this message and I will be happy to assist you further.
Sincerely,
Caity W.
Escalation Analyst
Global Escalation Support
Sunday - Thursday: 7:00AM - 3:30PM CST
Spend two hours with support CLEARLY EXPLAINING and trying to get your XBOX ONE console to recognize your XBL Gold sub, receive Adam Fenix MP character and advice email about the XBOX 360.
I'm just kind of speechless at the level of incompetence here.
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I sent this back, but I probably shouldn't have even bothered:
Yesterday I spent thirty minutes in online chat, and two hours on the phone CLEARLY explaining that I can’t get the XBOX ONE console I just bought to recognize my Gold Subscription, and you have just sent me a generic advice about my XBOX 360.
Are you kidding me? This hasn't been investigated and resolved. Sounds like you guys weren't even listening.
Also, ALSO, I was promised a one month code to use on another account to play online while you guys figured this out. Know what you sent me? A code for some MP character skin for Gears of War 3, a game I don’t even own and have never played.
This is never going to get fixed. They can't even get the reason for my support request straight. If I ever want to get online on XB1, I'm gonna have to buy another XBL gold sub for my other account and use it. Which I refuse to do, because I'm already paying for XBL Gold. So I guess I'm never getting online with my XB1 after this 14 day trial runs out. Too bad, I was looking forward to the Halo collection. Now I don't know if I'm going to buy it, period. Kinda wish I hadn't bought the XB1 now, to be honest.
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They'll be like "Sorry for the mixup, your XBL Gold is now activated on your XBone!" and Eel will turn on his Xbone and it'll be like "Welcome to Xbox Music Pass!"
Then it will format his HDD.
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Eel time to take this shit to social media and get more eyes on this. It's an issue that's not being handled by even their escalation team right for fucks sake. Go talk to Phil!
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#NotAllEeloBrians
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Eel, is this all text chat? Why not call them already?
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Lyte, for a CSR you do a shitty job. Read the thread.
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Hi Kevin,
Thank you for providing me with additional information! I apologize for the confusion, the previous agent did not state this was an issue on your Xbox One. :comeon In order to utilize your Gold subscription on your Xbox One, you will need to sign into Xbox LIVE through the Xbox 360 connected to your Two Year Contract at least every 72 hours to refresh the billing status of the console.
In regards to the prepaid code you received, I apologize that it is not what was promised to you. You can use the code below on a seperate account, or you may choose to attach it to your main account once your Two Year Contract ends on 06/06/2015.
You can also end your contract early by paying off the rest of the console. If you cancelled today, it would be $108.00. :shaq2 Paying this would settle all balances left on your account and release you from the program completely. Once released, you can choose to continue using a regular Xbox LIVE subscription on your account, or remain on a free/Silver subscription.
I hope this information helps. If you have any other questions or concerns, please let me know and I will be happy to help you!
Sincerely,
Caity W.
Escalation Analyst
Global Escalation Support
Sunday - Thursday: 7:00AM - 3:30PM CST
you: It's showing as active and in good standing on my 360.
Laura: Oh, okay. Thanks for clearing that out.
:snoop
That doesn’t appear to be working. Under my subscriptions in settings on the XB1 it only says I have EA Access, and gives me the option to learn more about Gold. On the 360 both subscriptions are showing.
:umad
this was at 1 pm, haven't heard back since
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Eel time to take this shit to social media and get more eyes on this. It's an issue that's not being handled by even their escalation team right for fucks sake. Go talk to Phil!
I tweeted him a link to this thread, but I don't know if he's gonna click on any link sent by someone who has an avatar that says SQUIDPUSSY on it
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https://twitter.com/mattlloydexists
nowadays i basically just use it to complain directly to corporate heads who don't give a shit
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Eel time to take this shit to social media and get more eyes on this. It's an issue that's not being handled by even their escalation team right for fucks sake. Go talk to Phil!
I tweeted him a link to this thread, but I don't know if he's gonna click on any link sent by someone who has an avatar that says SQUIDPUSSY on it
I'm also sure he probably stopped giving a shit about any complaints from gamers after Tomb Raiderghazi. How long is it exclusive, Phil!?
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Here's how it should have gone down:
1. I explain the situation.
2. They find out the account is tied to the 360 console because of the 2-year contract and the XB1 won't ever recognize it while the contract is still in effect.
3. "Here's a code for a year's worth of XBL Gold. That'll cover you on the XB1 until your contract is over next June, then you can use one normal XBL subscription for both consoles."
4. "Thanks, you guys are the best!"
That would have taken all of five minutes, instead of several hours and still no resolution. It wouldn't have cost them anything. They've probably already spent $60 in man hours mishandling this, and generated my ill will towards their company. I don't get it.
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Hi Kevin,
With your permission, I would like to take control of your account and see if we can resolve the issue in-house. Before I can do so, I will need another email address to contact you on since you will not have access to this email during the process.
This process entails resetting your password, recovering your profile onto one of our consoles, and attempting a few troubleshooting steps. This is not a guaranteed resolution, but may help us diagnose what the issue with your account is.
Please provide me with an alternate email, and I will begin investigating as soon as possible.
Sincerely,
Caity W.
Escalation Analyst
Global Escalation Support
Sunday-Thursday: 7:00AM - 3:30PM CST
A much shorter process would be to, you know, just give me a code for a year of XBL, since that obviously works. But whatever.
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Why not suggest that she just send you a code?
And what kind of fuckery is involved where they say "you will not have access to this email during the process"? WTF? They need to get your entire MS Live account, so you're locked out of Hotmail or whatever while they do it? Wow.
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Lol, your account is gonna be completely wrecked. You were better off eating the cancellation fee
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Because according to Laura they don't just generate these codes willy-nilly from some magic XBL code box, otherwise she'd be generating them all the time for her Xbux
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Lol, your account is gonna be completely wrecked. You were better off eating the cancellation fee
I'm interested to see what happens. Maybe the worse they screw it up the better the compensation will be.
Maybe I'll get TWO Adam Fenix codes!
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Great news! I was able to successfully recover your account. I tested your Gold subscription by downloading "Crimson Dragon", which is currently free to all Gold members, so your subscription should be working just fine. I've sent a password reset to this email for you to regain access to your account. At your earliest convenience, please reset your password and attempt to use your account on your Xbox One again. I would reccomend attempting to play a multiplayer game, or downloading one of our Games with Gold games. You can use these steps below to download the free games (I'll use Crimson Dragon in this example):
1. Tab over to "Store" using the right bumper on your controller.
2. Select the search field at the bottom of the screen.
3. Type in "Crimson Dragon", and select it from the list.
4. The next screen displays the "Buy" button, and it should have the price marked out and say "Free". Press the "Buy" button, and download the game.
If you are able to download the game for free, this means your Gold is functioning properly. If you encounter an error during these steps, please attach a screenshot of the message you are receiving. Let me know if your issue is resolved. I will be happy to continue supporting you, if additional assistance is needed. Thanks!
Sincerely,
Caity W.
Escalation Analyst
Global Escalation Support
Sunday-Thursday: 7:00AM - 3:30PM CST
Everything seems to be working (for now). Crisis over, I suppose. I didn't get a free game out of it, or anything.
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What do you mean its working fine? Do you have that second account with the trial still on there?
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No, I removed that first before I tested.
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You did get Crimson Dragon for free by being allowed the privilege of being a Gold subscriber again. :smug
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No, I removed that first before I tested.
Ok, does it say on your account info that you are Gold? It should be somewhere in the settings. If you are satisfied with the results, then I guess theres nothing more to be said.
Enjoy your Xbox One (until you sell it)
(or explodes)
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It still shows me as only being subscribed to EA access, but it lets me download and play online. I have the Gold symbol next to my name, though. Guess I'll know for sure in about 13 days.
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Let me know when you sell it in 13 days, I have a friend who is interested
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I ain't selling it until I get the MC collection and Crackdown 3
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Kotaku: "BREAKING NEWS: Reports indicate that Crackdown 3 is causing a small subset of Xbox One's to overheat and break down. Microsoft is looking into the reports, more as it becomes available."
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"UPDATE: The MS team investigating the overheating One units were found dead from electrocution. Microsoft has declined to make further comments."
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On another note, EA Access is...kinda worth it. I did the one-month for $4.99 to give it a try, and that's way the hell cheaper than outright buying Peggle 2. No real interest in Fifa or Madden, but I did download BF4 vanilla so I can play with the Xbone Boresquad now. They're also putting NFS: Rivals up in a couple of weeks. If they keep a steady flow of stuff along with the 6-hour new game trials it's definitely worth the $30 a year they're asking.
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I dropped $30 on it the day it launched. I sold my BF4 copy for $44 the next day. Can't beat the value they are offering.
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If you ever need some Windows DLL resources localized, I've got your back
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:bow Eel :bow2
Paying for two subs to do his part to keep MS in the running this console generation. He is a true hero.
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I will be on a trip soon till next month.
if you need a gold sub by then, just pm me.
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It all seems good now, but thank you for the offer!