First time poster. Sorry just needed to vent a bit. All contact with customer support was done using the “chat with an agent” or whatever you call it (I don’t like talking on the phone).
WARNING: LONG POST AHEAD
Pre-ordered the Halo 5 Guardians Xbox one Collectors edition. Found out Microsoft was offering an exchange of the digital code for a physical copy so I opted to do it was I would able to display the Halo series games on my shelf. So back on Oct 20, I did the all required steps. As a last stepped I asked them to repeat my address. Recited to me and I gave the nod of approval that the address was correct. Got an email saying they shipped it out (attached with a SR# of the case) and should be here within 10 business days (says 3-5 on the initial program sheet but ok). So I wait excitedly.
Oct 27th comes around no game. No biggie, mail in Canada usually slow. Another week passes by. I still blame the mail. 10 business days past. Ok maybe ill wait another couple days.
Around day 17 I decide to contact customer support to see what happened. Told me they would look into it, pass it on to the appropriate team, and would update me in 1-3 business day/24-72 business hours.
3 days/72 business hours past by. No update. So I contact them again.
This time around the agent found out the problem. They shipped it to an incorrect address as the agent recited the address they shipped it to. There were 2 address stated but the postal code/zip code matched one of them and should have been shipped to the correct one. Theoretically, the game should have been sent back as the address on the first line doesn’t match the postal code. Agent offered me another game code but I refused as I really wanted the physical copy. Agent told me they would provide me with an update in 1-3 business day/24-72 business hours and the matter has been sent to the manager/appropriate team to look into it.
1-3 business day/24-72 business hours pass once again. No update, no nothing. I contact customer support yet again. Same old script told me to only this time this agent said they would personally handle the case and (can you guess what they said next?) the matter has been brought to the appropriate team/manager and another update in 1-3 business day/24-72 business hours. I was also given a new SR# at this time… never activated nor was it ever active
I wait YET again. Same results. Contacted again and this time I asked if I could get another game code. No can do . More of the same the matter has been brought to the appropriate team/manager and another update in 1-3 business day/24-72 business hours.
So today, December 14th, 2015, I thought everything had been resolved. Contacted customer service and the agent said they no longer ship out physical disc and would give me a game code. “Great”! I’m thinking to myself.
I get the game code and entered it online while I was at work so that when I get home it should be ready to play. When I got home I didn’t see the game or anything. Since I’m still new to this console I thought maybe I just don’t know where to find it. So I contacted customer support for the 2nd time today and ask for instructions on how to find and download it.
Service agent confirms everything was done right. And then they said something along the lines of “once you purchase the game the add-ons will be there automatically”. So I had to make sure that what they said was true.
Yep, that’s right. I only got a code for the game add-ons and not the game itself. Oh joy. So I had relay my problems once again to the agent. And this agent said they would personally take care of the case and would update me (minus the time frame…no way). Said that I do not need to worry and do not need to contact them again regarding this matter.
I’m not worried anymore, I just gave up hope. And yeah, I cannot promise the latter half of that statement. I will be contacting them again.
Sorry for the long read, I just had to get this off my chest. I hope everyone is enjoying their Halo 5 as I patiently wait for the holidays to come so I can forgot that Halo 5 even exists. If by some miracle my issue gets resolved before the year ends, Ill happily buy someone a beer or two
At this rate I think Halo 10 will be released before I even get my Halo 5 disc in mail.
TL:DR - I have no Halo 5 game to play but I do have a 600$ paperweight