Xbox Customer Support referred me re: Halo 5 code.

Games Other Halo
1

So, yesterday my Halo 5 Xbox One console showed up. Happy times. We’ve got three Xbox 360s in the household, but this would be our first One.

I set it up next to my Halo 4 console, and get my gamertag set up, and start downloading the two digital games I had previously obtained before cooking dinner.

Housemate comes in, goes ahead and gets his gamertag set up on a second profile, starts downloading a few apps. I didn’t notice.

After dinner, I scratch off the two code sheets that came with the console. First one was the Halo 5 Digital Deluxe Edition code, the second one was the FOTUS armor / emblem code. Use the controller to enter the first one via the console.

And then I notice that it’s still under my housemate’s gamertag. Well, Yoink!, as they say on the forums.

Switch from his profile to mine. Enter the second code. At least I have my Unicorn armor and emblem going for me, which is nice. Not sure what to do about the first code, though. Unfamiliar with how the One handles that. Will I be able to play my game under my gamertag? Can I still watch the Reach animated series? Did I just lock myself out of those 14 tasty tasty REQ packs? I turned to the forums, and fellow gamers advised me to call Xbox Support. Shouldn’t be a big deal to just get the licence switched, right?

Almost. Two. Hours. Later. First call disconnected, CSR said they were having system updates. Second call kept me on hold for her system updates, and then told me that Microsoft, corporate juggernaut that it is, has absolutely no way to handle this. They can’t invalidate the 25 character code key and issue me a new one, or invalidate it and have me reuse the old one, or simply move the content from his gamertag to mine, even though we’re both sitting here on the couch, with all our proofs, and the scratch off card in my hand.

And then she had to disturb my calm, by suggesting that since I had just given my housemate $90 worth of content, perhaps he could just give me $90 so I could then buy a second copy of the Deluxe Digital Edition. With my jimmies now officially ruffled, I escalated it to her supervisor, and after more hold time she spent about 20 minutes repeating that Microsoft can do nothing at all about this, and that maybe my housemate (who doesn’t play FPS and has no interest in any of this) could just buy me a new copy. I polietly (Yes, politely. No swearing, loss of temper, or anything else. I’ve been a CSR with an ISP before, I know all that stuff could be recorded, and I didn’t want to give anyone an excuse not to help me.) expressed my disappointment with Microsoft’s inability to help me, and that was that for the call.

Supervisor sends me the following email:

---------- Forwarded message ----------
<em>From: Xbox Customer Support <xbox_.hard.na.00.en.alp.cta.ts.t01.spt.x2.pi@css.one.microsoft.com></em>
Date: Tue, Oct 20, 2015 at 8:05 PM
Subject: SRX1309528953ID - I have a question or issue with content playback
To: (Ellisera’s email address)

Dear (Ellisera),

Thank you for your recent contact with Xbox Support. As per our call today, please follow these next steps to get this issue resolved: if you have further questions or issues in the next 7 days do not hesitate to hit reply in this email.

In addition, you can manage your account, review transaction history, update security information, and more by signing into http://account.microsoft.com at any time using your Microsoft account login.

Please reply to this e-mail and confirm your issue is resolved. If after attempting the troubleshooting the issue is still not resolved, reply to this email and we would be more than happy to assist further. If we do not hear back from you within a few days we will consider this issue resolved and we will close the case.

It was a pleasure speaking with you today and thanks again for being a valued member of the Xbox community. You may receive an email survey in a few days asking you for feedback regarding your Xbox support experience. We’d really appreciate you taking the time to fill out the survey to tell us about today’s experience. Your feedback will help us continue to improve the Xbox customer support experience. Have a great day!

Sincerely,
Christina
Xbox Customer Support Supervisor

I replied to the email, stating that the issue was not resolved, and calling attention to the fact that the supervisor didn’t list any “next steps” to resolve the issue.

And I thought that was that. Until this morning, when I got a second contact.

---------- Forwarded message ----------
From: Xbox Customer Support <xbox_.hard.na.00.en.alp.cta.ts.t01.spt.x2.pi@css.one.microsoft.com>
Date: Wed, Oct 21, 2015 at 9:00 AM
Subject: SRX1309528953ID - Xbox Live Support
To: (Elllisera)

Hello (Ellisera),

Thank you for the reply. My name is Adam and I am from Xbox Support. I am sorry for the issue you are having and wanted to provide you with some information. The codes used to unlock digital content, whether it is a game, DLC, or in-game items, are supplied by the publisher, in this case 343 Studios. Once these tokens are redeemed onto an account, there is no way for Xbox Support to transfer, cancel or remove those licenses as it is considered your property at that time.

The best route to take for resolution would be to contact 343 Studios (embedded hyperlink: https://www.halowaypoint.com/en-us/forums) and see if they would be able to provide a replacement code for the content that was mistakingly put on the wrong account.

I hope this has helped.

Thank you,
Adam
Xbox Customer Support
As you can see, Xbox (in addition to not having mistakenly in their spellcheck. I guess Xbox Customer Support doesn’t make enough mistakes.) states that they can not help me whatsoever, has given me a link to these forums, and recommended I talk to you guys.

If this was a Taylor Swift concert, I think this would be the point where I literally can’t even.

As it stands, I’m quite confused. When I go to My Games and Apps, on my profile, I can see that Halo 5: Guardians (which I redeemed under his gamertag as part of the Deluxe Digital Edition) is queued for download, with the controller icon in the upper left corner. Going to Manage Game pulls up six items:

Console DLC (Which I redeemed under my gamertag, this should be the FOTUS armor, if I understand correctly.)
The Fall of Reach (Which I redeemed under his gamertag as part of the Deluxe Digital Edition)
MC Controller (Redeemed under my gamertag, I got the Master Chief controller in addition to the console)
Warzone REQ Bundle (Redeemed under his gamertag as part of the Deluxe Digital Edition)
MARCOM (Redeemed under my gamertag, I think this came from a case of Hot Pockets, and will be a few thousand REQ points.)
Pre Order Package (Redeemed under my gamertag, since I pre-ordered the console from Amazon)

And this is where the confusion sets in. Since I can see all of this, do I have access to all of this? Even though the Deluxe Digital is under his gamertag, I can still play the game, and access the Warzone REQ Bundle, since he’s not going to play at all? In that case, it really doesn’t matter that I entered the code under his tag? Or do I have a bunch of DLC that he can’t use (since he has the game but not the dlc) and that I can’t use (since I have the dlc but not the game) and I need a new copy of the game? Is there some sort of code that Xbox Support thinks y’all can supply me to fix this mess? Where should I go from here?

My apologies for the length, and if this was the wrong forum. This is where Xbox Support sent me.

Help?

2

Day Two: Bump.

Is there any other way to contact 343 support?

3

Day Four: Bump.

4

With my xbox 1 i got 2 game tags me and my son and if i down load with one can play with both hope it will be the same for the rex packs but should be
for fall raech

5

I hear that some one tweet the team of 343 … after this he was able to contact him directly.

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Day Seven: Bump.

7

Elisera,

I just went through a similar experience, which was incredibly frustrating. As a bit of an intermittent gamer, but big fan of halo 2, I recently saw the release of the halo limited Xbox one. Reviews said multiplayer was on par with the second game, so I bought it and took it home. Booted up, and entered my email, phone, etc and started installing the game (digital download). About 7 hours later (seriously?! Getting a new game console used to be one of the greatest joys of my adolescence/young adult hood, and I couldn’t imagine having to wait until the next day to play a new system. Guess that’s just the way it goes nowadays.)

Upon logging in, I had some random gamer tag associated with my account. Recovered my Xbox gamer tag from halo 2 online play (another exercise in frustration, with multiple calls to support. The email address associated with it is no longer in use, and since I’d used my current gmail account to unknowingly register my new account, getting it set up and switched over needed me to juggle among 3 different email addresses before being able to delete the new gamer tag I didn’t want, and have everything back on the old one.)

Havent been getting my req bundles from the war zone promo, so I called to get it sorted out. They don’t have record of me even having a download code for halo 5 on my account! The game works, I have the unicorn armor, and have bought some req packs. Over two hours with 2 different reps, and there is no record of a halo download code or req packs for my account. Asked if I could just have the war zone pack, and the answer is no! I need my previous account (the new one that auto created upon first booting up the system), but I deleted it after getting my original gamer tag on my Xbox one. So they can’t find it, and told me to follow up with halo waypoint. Called back to get a contact number (there is no contact info on this site. Ridiculous). And after another hour or so with an increasingly frustrated rep, was told to return it to the original retailer. (Look, I get call center jobs can probably be frustrating and they are on the receiving end of some irate individuals. I was respectful and calm, but equally if not more frustrated that a stupid $25 pack of digital content would need to result in a trip to target to return the machine (conveniently about 7 days past the return window) rather than just providing an additional download code to satisfy my complaint. Requested an email from the phone rep explaining that my content was deleted and unable to be recovered, which she provided. Boxed it up, and took it back to target. Considered just saying forget it, and getting a wii u instead. The target member was hesitant to exchange a console out of window, but suggested obtaining a copy of the physical limited edition game instead. Which I took, and thanked her. Boxing up the system, driving to target, returning home with the physical game (which should have been there in the first place!) plugging it in, and starting it back up was able to be accomplished in far less time than trying to navigate the Microsoft customer support nightmare.

I hope you are able to find resolution to your issue, but if you don’t have an option to deal with a physical retailer (with a better customer satisfaction policy than what they have displayed in our experiences) and are forced to work with Microsoft, I’m certainly not holding my breath for you. Please post if anything comes of your situation, as I will be curious.

Its too bad, and incredibly frustrating. Good luck to you.

8

My friend has been having problems playing online lately. Every time he tries to join an online game he gets a message telling him that the halo 5 servers are down or keep disconnecting, however, I have no problems playing. How can we fix this problem.

9

> 2535463753390782;8:
> My friend has been having problems playing online lately. Every time he tries to join an online game he gets a message telling him that the halo 5 servers are down or keep disconnecting, however, I have no problems playing. How can we fix this problem.

Ask him to post in the Halo 5 Guardians support section, detailing out his issues

10

> 2533274813317074;9:
> > 2535463753390782;8:
> > My friend has been having problems playing online lately. Every time he tries to join an online game he gets a message telling him that the halo 5 servers are down or keep disconnecting, however, I have no problems playing. How can we fix this problem.
>
>
> Ask him to post in the Halo 5 Guardians support section, detailing out his issues

unplug the xbox one router for 20 seconds then unplug the wifi router for 20 seconds then put it back on. that helped me