First and foremost, this is a rant 
This past weekend, I ordered the Killer Instinct Ultimate Pin Edition online from the MS Store (only available there). I was intrigued to have such a special item, and after playing KI recently at the mall, I knew I was going to relove this fighting game from the past.
So, I placed my order and all was fine. But after a couple days, I decided that $60 was too much money to spend on a special edition just for pins, so I decided to cancel my order. I went online to the website, and found out there was no way to cancel the order. There was no cancel button, no e-mail support, and no live chat. Being that it's almost 2014, I was pretty surprised to learn that the only way to cancel an order was to call them. (I don't mind calling, but to not have a cancel button was pretty silly).
I called the MS Store 10:30 PM EST (hours are until 1 AM), and the wait time was 3 hours. Wow. 3 hours and it was 10:30 PM at night? Of course, maybe a lot of Pacific time zone people were calling and this was of course the Xbox One launch week. So, I decided to call back the next day.
I called back at 10 AM, and it was a 90 minute wait. The system they use at least allows me to leave my phone number to be called back when I was next in the queue. This was no problem, so I left my phone number.
I received a call back around 11:30 AM. I had to confirm it was the right phone number and such, and then I was placed on hold... for 30 minutes. Not cool. If I was realistically the next in line, it was still a 30 minute wait? Something's not right with their customer service.
Finally, I was connected. I first had to verify my name and phone number. I explained that I wished to cancel an order, so I gave the order number. To be sure I was the owner of the order, I had to verify the e-mail address. Sure, no problem. Then, I had to verify the phone number. Okay.. you already had it, but alright. Then, I had to receive a text message with a code that I would have to give back to the CS rep. Ok, fine. So, after 3 verifications, the CS rep now wanted to know my address and date of birth!
Excuse me? Date of birth to verify an order? At that point in time, I lost my patience. I am normally a patient guy, after working in retail for over 10 years, I found it absolutely ridiculous the CS rep needed more verification it was me. She had my order number, she had my name, she had my e-mail, and the phone number was verified. I refused to give my DOB, so all then she wanted was the last 4 of the credit card used.
We are already at 10 minutes in the call. Nothing canceled yet.
After finally getting past the long verification stage, she began to process the cancellation. She put me on hold for 3 minutes. She came back, and then I was placed on hold again for 3 more minutes. Finally, she came back and I waited 2 minutes, and the order was cancelled.
Wow. Such a lot of work to cancel an order when I can just click "Cancel" on Amazon, Best Buy, etc.
Overall, this whole experience with the MS Store left a very sour taste in my mouth. Not pleased with the wait times (especially a 30 minute wait when I was next in queue), and asking for my DOB to verify an order is absolutely absurd.
/endrant
This past weekend, I ordered the Killer Instinct Ultimate Pin Edition online from the MS Store (only available there). I was intrigued to have such a special item, and after playing KI recently at the mall, I knew I was going to relove this fighting game from the past.
So, I placed my order and all was fine. But after a couple days, I decided that $60 was too much money to spend on a special edition just for pins, so I decided to cancel my order. I went online to the website, and found out there was no way to cancel the order. There was no cancel button, no e-mail support, and no live chat. Being that it's almost 2014, I was pretty surprised to learn that the only way to cancel an order was to call them. (I don't mind calling, but to not have a cancel button was pretty silly).
I called the MS Store 10:30 PM EST (hours are until 1 AM), and the wait time was 3 hours. Wow. 3 hours and it was 10:30 PM at night? Of course, maybe a lot of Pacific time zone people were calling and this was of course the Xbox One launch week. So, I decided to call back the next day.
I called back at 10 AM, and it was a 90 minute wait. The system they use at least allows me to leave my phone number to be called back when I was next in the queue. This was no problem, so I left my phone number.
I received a call back around 11:30 AM. I had to confirm it was the right phone number and such, and then I was placed on hold... for 30 minutes. Not cool. If I was realistically the next in line, it was still a 30 minute wait? Something's not right with their customer service.
Finally, I was connected. I first had to verify my name and phone number. I explained that I wished to cancel an order, so I gave the order number. To be sure I was the owner of the order, I had to verify the e-mail address. Sure, no problem. Then, I had to verify the phone number. Okay.. you already had it, but alright. Then, I had to receive a text message with a code that I would have to give back to the CS rep. Ok, fine. So, after 3 verifications, the CS rep now wanted to know my address and date of birth!
Excuse me? Date of birth to verify an order? At that point in time, I lost my patience. I am normally a patient guy, after working in retail for over 10 years, I found it absolutely ridiculous the CS rep needed more verification it was me. She had my order number, she had my name, she had my e-mail, and the phone number was verified. I refused to give my DOB, so all then she wanted was the last 4 of the credit card used.
We are already at 10 minutes in the call. Nothing canceled yet.
After finally getting past the long verification stage, she began to process the cancellation. She put me on hold for 3 minutes. She came back, and then I was placed on hold again for 3 more minutes. Finally, she came back and I waited 2 minutes, and the order was cancelled.
Wow. Such a lot of work to cancel an order when I can just click "Cancel" on Amazon, Best Buy, etc.
Overall, this whole experience with the MS Store left a very sour taste in my mouth. Not pleased with the wait times (especially a 30 minute wait when I was next in queue), and asking for my DOB to verify an order is absolutely absurd.
/endrant
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YOU AND YOUR DATE OF BIRTH!!!!"
