My husband has the worst luck with telephone customer support. I don’t know why he doesn’t just opt for the e-mail route. He says it’s because with email he doesn’t get that instant gratification with the problem is resolved. I say it’s because he doesn’t have enough excitement in his life.
This latest issue came about when I was balancing the checkbook and noticed that Microsoft had deducted a larger than usual amount of money from our account for Mike’s XBox Live subscription. When I asked Mike about it he knew right away it was wrong so he did some investigating. He had switched from a monthly billing to a quarterly billing, and apparently Microsoft - the biggest software company in the world - doesn’t have the adequate software to handle that kind of change. What happened was they charged us for the regular monthly subscription one day before Mike switched to quarterly. And since Mike changed the billing to quarterly ONE DAY after the monthly subscription started, they just tacked on the quarterly billing. Forget about prorating, that one day just cost you $8. Thanks for playing!
Mike didn’t waste any time getting on the phone to Microsoft. Since it was after hours he got bounced around between several people, none of whom can call English their first language. He tried desperately to explain the situation but they kept trying to argue with them, citing really ridiculous reasons as to why we got billed for that extra month.
Excuse #1: “You’re behind a month because we don’t charge your card until the end of the subscription period.” This is just absurd. When we made our first payment back in February, that’s when our service started. We didn’t call them to in January to sign up and they said, “Oh yeah, don’t worry about paying for awhile. We trust you.” Cuz it’s not like they can repo the online service if we don’t pay.
Excuse #2: “Your card was declined when we tried to run it in November.” We may not have much, but we surely have at least $8 in our account at any given time. And they did take the money out of our account. I’m a nerd, I keep track of these things. It was at this point that Mike was given a warning because he used a swear word. “Sir, I’m trying to keep this professional.” I think professional was out the window when they started making stuff up.
Excuse #3: “Because you switched your subscription after the monthly subscription had already renewed, you got billed for both.” I think this is where Mike gave up for the night. He called back the next day and got the same explanation. He did get the employee to agree that billing him $8 for one day of service was not fair, but unfortunately he couldn’t do anything about it.
I was at work when he called the third time, but I wish I could have been there to witness it. He got the employee to agree that he had paid for 13 months of service for the time period of February 17, 2008 to February 17, 2009, but that’s where he hit a wall. The point of argument was how many months there were between those two dates. Here’s how I imagine it went:
Mike: So you agree I paid for 13 months of service and only got credit for 12?
Microsoft: No, you paid for 13 months and got credit for 13 months.
Mike: HUH??
Microsoft: Your subscription runs from February 17th through February 17th.
Mike: Right, that’s 12 months.
Microsoft: No, that’s 13 months.
Microsoft has over 89,000 employees all over the world. I think this one was in the bottom TEN. Last time I checked, February 17th of 2008 to February 17th of 2009 is 12 months (roughly). To be sure, I ran a calculation on timeanddate.com:
From and including: Sunday, February 17, 2008
To, but not including : Tuesday, February 17, 2009
It is 366 days from the start date to the end date, but not including the end date
Or 1 year excluding the end date
Mike had to really spell it out, but they finally agreed that he did indeed pay for 13 months and only got 12. It took some persistence, but Mike got our 8 bucks back! And he’ll be using the prepaid cards for XBox Live from now on. That is, if he doesn’t decide to switch gaming systems altogether 