I'm just posting the transcript of the two chats I had with Microsoft Support on Monday and Tuesday due to me talking about it in a couple of previous blog entries. I have no problem with the Microsoft Support team and I think they've done their job to their utmost. I'm not complaining about the service I received as I believe everyone was courteous and tried to help and it looks like the situation may be resolved one way or the other.
I have edited small portions of the chat to add in some information or thoughts and to censor some private details. Edited portions of the chat will be (bold within brackets). Other than that everything else is exactly the same. The pictures spread throughout the transcript were the pictures I was asked to upload the second time I talked to Support.
 |
| First picture linked to in the Second Support Chat showing Serious Sam HD: TSE in the Deal of the Week |
General Info
Chat start time May 13, 2013 2:47:48 AM EST
Chat end time May 13, 2013 3:59:04 AM EST
Duration (actual chatting time) 01:11:16
Operator Eugene (Edit: and Ron)
Chat Transcript
info: “If your request concerns current problems connecting to Xbox LIVE, please close your chat session for now, as our agents don't have any more information. We are aware of the issue and will provide status updates at http://xbox.com/status. Thank you.”
info: Privacy Statement
You are now chatting with 'Ron'.
Ron: Hello, thank you for contacting Xbox Customer Support. My name is Ron. How are you today?
Frank: Good, I can't download Serious Sam: TSE
Ron: Good to hear that you are good,I will do my best to keep it that way.
Ron: Thank you for bringing this to our attention.
Ron: To verify, that is the game,right?
Frank: yes, Serious Sam: The Second Encounter
Ron: Thank you.
Ron: When you try to download it, are there any series of numbers as error message?
Frank: it is currently 400 points off as it is part of the Deal of the Week and I don't want to miss out on this opportunity.
Ron: Got your point, I believe it was 800 points before.
Frank: When I go to the game to try and download it it only offers the ability to download a trial instead of buying it. I downloaded the trial and when I tried to purchase it in game it gives me an error message with numbers, yes.
Ron: Thank you very much for the information.
Ron: Can you send me the code Frank?
Frank: Yes, one second. I'm loading up the game.
Ron: Thank you.
Frank: Status code: 800700E8
Ron: Thank you.
Ron: Please bear with me while I check your concern real quick.
Frank: OK
Ron: Well Frank,This error status means is it only temporary and may not pertain to your payment or account information and upon double checking your account everything is smiling back at me.
Ron: Have you try to test your connection?
Frank: My Xbox Live connection?
Ron: Yes.
Ron: In your console.
Frank: I don't think that is the problem, as I have tried to download Serious Sam: TSE before (a couple of months ago) and ran into the same problem. I have downloaded plenty of games since then, and played multiplayer games since then.
Frank: I can run the test if you'd like me to, I am also planning on purchasing Serious Same Double D XXL and have the ability to do so. I purchase a lot (over 100 so far) of XBLA games and never have had this problem.
Ron: Got your point. Give me a second to check everything tied to your account and the game so that we can make a best plan for it.
Frank: OK Thank you
Ron: Thanks for your patience.
Ron: Thank you for bringing this to our attention. As far as I want to help you
Ron: there is a specific team assign for this kind of issue. So the best way I can do for you
Ron: is to transfer you to our specialist team. I'll go ahead and transfer you directly so we can resolve the issue right away.
Ron: Please stay on the line as I transfer you.
info: Please wait while I transfer the chat to the best suited agent.
info: Privacy Statement
You are now chatting with 'Eugene'.
Eugene: Hello Ron, please give me a minute to check the previous conversation.
Frank: Hi, it's Frank. OK, take your time.
Eugene: Sorry, I got confused with the name
Frank: No problem
Eugene: Alright, so Frank, you were getting an error code of 800700E8, correct?
Frank: yes
Eugene: May I know what troubleshooting steps have you done so far for this.
Frank: I've attempted to download Serious Sam: TSE on my Xbox a couple of times over the space of 3 or more months. Every time only the ability to download the trial was presented to me. I tried on Xbox.com and the same is true there. I have downloaded the trial twice, once in the past and once a few days ago and both times the ability to purchase it from within to trial was met with an error.
Eugene: I see, let me try to double check tha for you
Frank: OK
Eugene: Can you please try to do these steps Frank.
Eugene: Please sign out any logged in gamertag, go to Settings, Storage, Hard Drive, Gamer Profiles, select your gamertag then select Delete then "Delete Profile Only".
Eugene: After that, go back to Social, Sign In or Out, scroll right to get to Download Profile. Type in the email address and password for your gamertag.
Eugene: And please let me know once you're done
Frank: Only on my Xbox or on other devices too?
Eugene: Just to your console
Frank: OK it's downloading now
Eugene: Alright, so you mean its working fine now?
Frank: No, sorry, my profile is downloading now
Eugene: I see, alright, let's just wait for that
Frank: OK it's downloaded and I'm signing back in now
Frank: Should I try to download Serious Sam: TSE now?
Eugene: Please try to clear cache first for 3 times
Eugene: 1. Press the Guide button on your controller, go to Settings, and select System Settings. 2. Select Storage or Memory. 3. Highlight any storage device, and then press Y on your controller. (It doesn't matter which storage device you select; the cache will be cleared for all storage devices.) 4. Select Clear System Cache.
Eugene: Then please let me know once you're done.
Frank: OK, done
Eugene: Alright, so now, please try to redownload the game.
Frank: Should I delete the trial for Serious Same: TSE first?
Frank: *Serious Sam
Eugene: Yes please
Eugene: 0800 587 1102 and the operation hours 09:00-21:00 Monday to Friday / 10:00-18:00 Saturday & Sunday
Eugene: No worries, that's a toll free number.
Frank: I still only have the option to download the Trial
Eugene: Sorry, please ignore the messages
Frank: No problem
Eugene: Please try these steps instead
Eugene: Delete any active downloads on the Active Downloads screen.
Eugene: Delete any partial or corrupted downloads. To do this, follow these steps:
Eugene: In the Xbox Guide, select System Settings.
Eugene: Select Storage.
Eugene: Select the storage device to which you are downloading content.
Eugene: Delete the partial or corrupted content.
Eugene: You can identify any partial or corrupted content by looking for content that has a yellow triangle with an exclamation point.
Eugene: Move to your Download History under Account Management.
Eugene: Try again to download the content. Delete and refresh your Digital Rights Management database, and clear your console cache.
Frank: OK I'm looking through now, it's taking a while because I have a lot of content
Eugene: Alright, let's wait for it then
Frank: OK as far as I can see there is no games corrupted, I haven't checked inside all 350 of them for DLC or saves though. 2 of my Avatar Items were corrupted and I deleted them.
Frank: What will deleting my Digital Rights Management database do? I don't have everything I've bought on my Xbox anymore and wouldn't like to lose access to it. (Edit: Never got a reply to this, I hope I still do!)
Eugene: Great! so now, please try to follow these steps.
Eugene: Delete the Digital Rights Management database:
Eugene: From the Xbox 360 dashboard, go to the Settings hub, and select System.
Eugene: Select Storage, and then press the A button.
Eugene: Select a storage device.
Eugene: Select System Items, and then press the A button.
Eugene: Select Rights Database, and then press the A button.
Eugene: Select Delete, and then press the A button.
Eugene: Select Yes to confirm.
Eugene: Clear the Xbox 360 console cache.
Frank: OK I deleted the Rights Database and cleared the cache again.
Eugene: Thank you Frank
Eugene: Now, can you please try to see if you're able to download the game now.
Frank: I still only have the option of getting the trial
Eugene: Let me double check this for you Frank
Eugene: Frank, an additional issue may be your local network, they may have experienced an issue in transferring data. Are you using a router?"
Frank: I'm using a modem/router yes, but I've downloaded hundreds of other XBLA games with this exact setup. One just yesterday, Doritos Crash Course 2
Eugene: We should try directly connecting to your modem to see if your router is causing an issue. Connect your Xbox 360 directly to your Internet modem and then retry the download.
Frank: The router is a modem/router combination
Eugene: I see, so you are using a gateway.
Frank: I'm sorry but I have a prior engagement that I have to go to. Is there a way to save this conversation for later. I need to leave but don't want to go through this all again for nothing if I recontact Xbox support tomorrow.
Eugene: No worries, I'll make sure to notate everything that we did so you wont be doing all the same troubleshooting steps again.
Frank: OK thank you Eugene. I have to go. See you.
info: Your chat transcript will be sent to (Edit: Removed)@hotmail.com at the end of your chat.
Eugene: You're welcome (Edit: I was running late and just left here after saving the chat transcript)
Eugene: Again,I do apologize for the inconvenience that has caused you.
Eugene: No worries, I have notated everything in the account now.
Eugene: You take care and have a great day!
info: Privacy Statement
You are now chatting with 'Ron'.
Ron: Hello, thank you for contacting Xbox Customer Support. My name is Ron. How are you today?
Frank: Good, I can't download Serious Sam: TSE
Ron: Good to hear that you are good,I will do my best to keep it that way.
Ron: Thank you for bringing this to our attention.
Ron: To verify, that is the game,right?
Frank: yes, Serious Sam: The Second Encounter
Ron: Thank you.
Ron: When you try to download it, are there any series of numbers as error message?
Frank: it is currently 400 points off as it is part of the Deal of the Week and I don't want to miss out on this opportunity.
Ron: Got your point, I believe it was 800 points before.
Frank: When I go to the game to try and download it it only offers the ability to download a trial instead of buying it. I downloaded the trial and when I tried to purchase it in game it gives me an error message with numbers, yes.
Ron: Thank you very much for the information.
Ron: Can you send me the code Frank?
Frank: Yes, one second. I'm loading up the game.
Ron: Thank you.
Frank: Status code: 800700E8
Ron: Thank you.
Ron: Please bear with me while I check your concern real quick.
Frank: OK
Ron: Well Frank,This error status means is it only temporary and may not pertain to your payment or account information and upon double checking your account everything is smiling back at me.
Ron: Have you try to test your connection?
Frank: My Xbox Live connection?
Ron: Yes.
Ron: In your console.
Frank: I don't think that is the problem, as I have tried to download Serious Sam: TSE before (a couple of months ago) and ran into the same problem. I have downloaded plenty of games since then, and played multiplayer games since then.
Frank: I can run the test if you'd like me to, I am also planning on purchasing Serious Same Double D XXL and have the ability to do so. I purchase a lot (over 100 so far) of XBLA games and never have had this problem.
Ron: Got your point. Give me a second to check everything tied to your account and the game so that we can make a best plan for it.
Frank: OK Thank you
Ron: Thanks for your patience.
Ron: Thank you for bringing this to our attention. As far as I want to help you
Ron: there is a specific team assign for this kind of issue. So the best way I can do for you
Ron: is to transfer you to our specialist team. I'll go ahead and transfer you directly so we can resolve the issue right away.
Ron: Please stay on the line as I transfer you.
info: Please wait while I transfer the chat to the best suited agent.
info: Privacy Statement
You are now chatting with 'Eugene'.
Eugene: Hello Ron, please give me a minute to check the previous conversation.
Frank: Hi, it's Frank. OK, take your time.
Eugene: Sorry, I got confused with the name
Frank: No problem
Eugene: Alright, so Frank, you were getting an error code of 800700E8, correct?
Frank: yes
Eugene: May I know what troubleshooting steps have you done so far for this.
Frank: I've attempted to download Serious Sam: TSE on my Xbox a couple of times over the space of 3 or more months. Every time only the ability to download the trial was presented to me. I tried on Xbox.com and the same is true there. I have downloaded the trial twice, once in the past and once a few days ago and both times the ability to purchase it from within to trial was met with an error.
Eugene: I see, let me try to double check tha for you
Frank: OK
Eugene: Can you please try to do these steps Frank.
Eugene: Please sign out any logged in gamertag, go to Settings, Storage, Hard Drive, Gamer Profiles, select your gamertag then select Delete then "Delete Profile Only".
Eugene: After that, go back to Social, Sign In or Out, scroll right to get to Download Profile. Type in the email address and password for your gamertag.
Eugene: And please let me know once you're done
Frank: Only on my Xbox or on other devices too?
Eugene: Just to your console
Frank: OK it's downloading now
Eugene: Alright, so you mean its working fine now?
Frank: No, sorry, my profile is downloading now
Eugene: I see, alright, let's just wait for that
Frank: OK it's downloaded and I'm signing back in now
Frank: Should I try to download Serious Sam: TSE now?
Eugene: Please try to clear cache first for 3 times
Eugene: 1. Press the Guide button on your controller, go to Settings, and select System Settings. 2. Select Storage or Memory. 3. Highlight any storage device, and then press Y on your controller. (It doesn't matter which storage device you select; the cache will be cleared for all storage devices.) 4. Select Clear System Cache.
Eugene: Then please let me know once you're done.
Frank: OK, done
Eugene: Alright, so now, please try to redownload the game.
Frank: Should I delete the trial for Serious Same: TSE first?
Frank: *Serious Sam
Eugene: Yes please
Eugene: 0800 587 1102 and the operation hours 09:00-21:00 Monday to Friday / 10:00-18:00 Saturday & Sunday
Eugene: No worries, that's a toll free number.
Frank: I still only have the option to download the Trial
Eugene: Sorry, please ignore the messages
Frank: No problem
Eugene: Please try these steps instead
Eugene: Delete any active downloads on the Active Downloads screen.
Eugene: Delete any partial or corrupted downloads. To do this, follow these steps:
Eugene: In the Xbox Guide, select System Settings.
Eugene: Select Storage.
Eugene: Select the storage device to which you are downloading content.
Eugene: Delete the partial or corrupted content.
Eugene: You can identify any partial or corrupted content by looking for content that has a yellow triangle with an exclamation point.
Eugene: Move to your Download History under Account Management.
Eugene: Try again to download the content. Delete and refresh your Digital Rights Management database, and clear your console cache.
Frank: OK I'm looking through now, it's taking a while because I have a lot of content
Eugene: Alright, let's wait for it then
Frank: OK as far as I can see there is no games corrupted, I haven't checked inside all 350 of them for DLC or saves though. 2 of my Avatar Items were corrupted and I deleted them.
Frank: What will deleting my Digital Rights Management database do? I don't have everything I've bought on my Xbox anymore and wouldn't like to lose access to it. (Edit: Never got a reply to this, I hope I still do!)
Eugene: Great! so now, please try to follow these steps.
Eugene: Delete the Digital Rights Management database:
Eugene: From the Xbox 360 dashboard, go to the Settings hub, and select System.
Eugene: Select Storage, and then press the A button.
Eugene: Select a storage device.
Eugene: Select System Items, and then press the A button.
Eugene: Select Rights Database, and then press the A button.
Eugene: Select Delete, and then press the A button.
Eugene: Select Yes to confirm.
Eugene: Clear the Xbox 360 console cache.
Frank: OK I deleted the Rights Database and cleared the cache again.
Eugene: Thank you Frank
Eugene: Now, can you please try to see if you're able to download the game now.
Frank: I still only have the option of getting the trial
Eugene: Let me double check this for you Frank
Eugene: Frank, an additional issue may be your local network, they may have experienced an issue in transferring data. Are you using a router?"
Frank: I'm using a modem/router yes, but I've downloaded hundreds of other XBLA games with this exact setup. One just yesterday, Doritos Crash Course 2
Eugene: We should try directly connecting to your modem to see if your router is causing an issue. Connect your Xbox 360 directly to your Internet modem and then retry the download.
Frank: The router is a modem/router combination
Eugene: I see, so you are using a gateway.
Frank: I'm sorry but I have a prior engagement that I have to go to. Is there a way to save this conversation for later. I need to leave but don't want to go through this all again for nothing if I recontact Xbox support tomorrow.
Eugene: No worries, I'll make sure to notate everything that we did so you wont be doing all the same troubleshooting steps again.
Frank: OK thank you Eugene. I have to go. See you.
info: Your chat transcript will be sent to (Edit: Removed)@hotmail.com at the end of your chat.
Eugene: You're welcome (Edit: I was running late and just left here after saving the chat transcript)
Eugene: Again,I do apologize for the inconvenience that has caused you.
Eugene: No worries, I have notated everything in the account now.
Eugene: You take care and have a great day!
 |
| Second picture linked to in the Second Support Chat showing Serious Sam HD: TSE in the search results |
Second Support Chat, Teusday
General Info
Chat start time May 14, 2013 12:11:41 AM EST
Chat end time May 14, 2013 1:15:36 AM EST
Duration (actual chatting time) 01:03:55
Operator John Louise
Chat Transcript
info: “Please wait for an agent to respond. You are currently '1' in the queue.”
info: Privacy Statement
You are now chatting with 'John Louise'.
John Louise: Thank you for contacting Xbox Customer Support. My name is John Louise. How can I assist you today?
Frank: Hello John, I can't download Serious Sam: The Second Episode from XBLA
John Louise: I see. Did you receive any error message, Frank?
Frank: I contacted someone about this problem yesterday and we were trying to find a solution for over an hour but I had to go out, he said he would make some notes or something so I wouldn't have to repeat the whole hour again if I recontacted you guys.
Frank: Yes I recieve an error message
John Louise: Oh I see. May I have the exact error message, Frank?
Frank: However the ability to download the Full Game isn't even visible to me, I had to download the trial and attempt to purchase the game through the demo to even get the option and that's when I get the error message
Frank: Status code: 800700E8
John Louise: Thank you very much for that information, Frank. Please give me a moment while I'm checking on this one. Thanks!
Frank: OK
John Louise: When did you try to download the demo, Frank?
Frank: A few days ago, I've deleted it now as it was requested during some of the troubleshooting steps I was following from Eugene yesterday
John Louise: Oh I see. So you already downloaded the full game?
John Louise: I mean before?
Frank: No, the ability to download the full game doesn't even appear to me
Frank: I downloaded the trial version before
John Louise: I see. May I have the link where you're trying to download the game, Frank?
Frank: I'm trying on my Xbox
John Louise: How about using the PC?
Frank: I've tried before and I actually get an option to download the full version there but I get an error
John Louise: I see. Can we try to download it again using the PC, Frank?
Frank: OK I'm looking at it now and I only get the option of downloading the trial again
John Louise: Have you already tried to download the full game before?
Frank: There's a button to the left that says "Try Demo FREE" but where there should be a button above saying Buy Game it's blank
Frank: I've tried before yes, once a couple of months ago and once a few days ago
Frank: I've downloaded the Trial multiple times, but it never lets me buy the full version
John Louise: Is it an arcade game, Frank?
Frank: yes, Serious Sam HD: TSE
John Louise: How many points did you use to purchase this one? (Edit: I got slightly annoyed here)
Frank: I haven't purchased it, I only downloaded the free demo, when I try to purchase it I get error messages
John Louise: I see one moment let me check this one for you.
Frank: The ability to purchase it isn't even available to me unless I download the free demo first and then try to purchase it from within that. Other games let me purchase them directly from the marketplace
John Louise: I perfectly understand that, Frank. Please give me a moment while I'm checking on this one. Thanks! (Edit: I was questioning his understanding by now)
Frank: OK
John Louise: Try this one, Frank.
Frank: Now it says "This offer is not valid in your region."
John Louise: Oh I see. That's the reason you can't download it, Frank. The game is only available in US region.
Frank: Why would they show it on the Dashboard in the Deal of the Week here in Australia?
John Louise: Did you try to migrate your account on a different region before, Frank?
Frank: I have Serious Sam: TFE, Serious Sam 3 and Serious Sam Double D XXL, all the other games
Frank: No I've never migrated the account
Frank: I've always had this one account, which is linked to the email that I've had for 15 years
John Louise: May I ask if where did you purchase your console?
Frank: Umm, JB HiFi I think, here in Australia
John Louise: Alright, one moment. Let me check it.
John Louise: Thank you for patiently waiting, Frank.
John Louise: You said a while ago that you can see it on the dashboard of your console, is that correct?
Frank: yes, it's advertised in the serious sam deal of the week
John Louise: I see. Can you send a photo of it so we can escalate this issue to our Advocacy Specialist Team?
Frank: also if I serch for Serious Sam it comes up
Frank: how would I do that?
John Louise: When you're searching it on your console?
John Louise: You can take a picture of that with your phone and upload it on this link.
Frank: yes, if I go to games, search for games
John Louise: Click here.
Frank: OK, I will do it now, do you want a picture of the Deal of the Week advertisement and the search results
John Louise: Yes, that would be a great help. Thank you very much, Frank.
Frank: OK I have taken the pictures, I'm just about to upload them
John Louise: No problem, take your time, Frank. Thanks!
Frank: OK, here is the picture of the Deal of the Week. Serious Sam TSE is in the bottom right http://tinypic.com/r/2ltiz9y/5 (Edit: this is the picture at the top of this blog entry)
John Louise: Thanks! Let me check that one.
Frank: This is the picture of the search results when searching for "serious sam". Serious Sam TSE is the second result found http://tinypic.com/r/295pg80/5 (Edit: this is the picture in between the two chat logs)
John Louise: Thank you very much for that information, Frank. Alright. Here's what we can do. I can escalate this issue to our Advocacy Specialist Team so they can investigate on the issue you're experiencing and fix this one. Would that be fine?
Frank: and this is the picture of what the actual game page looks like when I access it through searching or the DotW. It only allows me to download the Free Trial and not the full game. http://tinypic.com/r/25a42ok/5 (Edit: this is the picture below)
Frank: That would be fine but I really would like to buy Serious Sam TSE, and the Deal of the Week will change some time tomorrow. I don't want to miss out on the offered discount if possible.
John Louise: Don't worry I'll add it up on my documentation and our Advocacy team will work on it, Frank. By the way, this process usually take within 3 days. but they may contact you within 24-48 hours depends on how may issues they are handling. Would that be still fine?
Frank: yes that's fine
info: Your chat transcript will be sent to (Edit: Removed)@hotmail.com at the end of your chat.
John Louise: Thanks! May I have the email and number where our Advocacy Specialist Team may contact you incase they will need more information from you?
Frank: my email is: (Edit: Removed)@hotmail.com and no: (Edit: Removed)
John Louise: Thank you for patiently waiting, Frank. Here's your service request number (Edit: Removed). Please write this number down for your records. Our Advocacy Specialist team will reach out to you within 3 days. They will contact you via e-mail at (Edit: Removed)@hotmail.com so please also check your spam and junk folders. If more information is required to address your issue they will call you at (Edit: Removed).
Frank: OK thankyou]\
John Louise: Rest assured that they will investigate on this issue.
John Louise: You're very much welcome, Frank. So is there anything else I may help you with?
Frank: No that's all.
John Louise: Alright, thank you for your time. I really appreciate it. You have a Great day! Goodbye!
John Louise: Thank you for contacting Xbox Customer Support. To properly end this chat session please make sure to click the X button enclosed in a circle on the upper right corner of the chat window above the avatar. Have a great day!
Frank: Goodbye
info: Privacy Statement
You are now chatting with 'John Louise'.
John Louise: Thank you for contacting Xbox Customer Support. My name is John Louise. How can I assist you today?
Frank: Hello John, I can't download Serious Sam: The Second Episode from XBLA
John Louise: I see. Did you receive any error message, Frank?
Frank: I contacted someone about this problem yesterday and we were trying to find a solution for over an hour but I had to go out, he said he would make some notes or something so I wouldn't have to repeat the whole hour again if I recontacted you guys.
Frank: Yes I recieve an error message
John Louise: Oh I see. May I have the exact error message, Frank?
Frank: However the ability to download the Full Game isn't even visible to me, I had to download the trial and attempt to purchase the game through the demo to even get the option and that's when I get the error message
Frank: Status code: 800700E8
John Louise: Thank you very much for that information, Frank. Please give me a moment while I'm checking on this one. Thanks!
Frank: OK
John Louise: When did you try to download the demo, Frank?
Frank: A few days ago, I've deleted it now as it was requested during some of the troubleshooting steps I was following from Eugene yesterday
John Louise: Oh I see. So you already downloaded the full game?
John Louise: I mean before?
Frank: No, the ability to download the full game doesn't even appear to me
Frank: I downloaded the trial version before
John Louise: I see. May I have the link where you're trying to download the game, Frank?
Frank: I'm trying on my Xbox
John Louise: How about using the PC?
Frank: I've tried before and I actually get an option to download the full version there but I get an error
John Louise: I see. Can we try to download it again using the PC, Frank?
Frank: OK I'm looking at it now and I only get the option of downloading the trial again
John Louise: Have you already tried to download the full game before?
Frank: There's a button to the left that says "Try Demo FREE" but where there should be a button above saying Buy Game it's blank
Frank: I've tried before yes, once a couple of months ago and once a few days ago
Frank: I've downloaded the Trial multiple times, but it never lets me buy the full version
John Louise: Is it an arcade game, Frank?
Frank: yes, Serious Sam HD: TSE
John Louise: How many points did you use to purchase this one? (Edit: I got slightly annoyed here)
Frank: I haven't purchased it, I only downloaded the free demo, when I try to purchase it I get error messages
John Louise: I see one moment let me check this one for you.
Frank: The ability to purchase it isn't even available to me unless I download the free demo first and then try to purchase it from within that. Other games let me purchase them directly from the marketplace
John Louise: I perfectly understand that, Frank. Please give me a moment while I'm checking on this one. Thanks! (Edit: I was questioning his understanding by now)
Frank: OK
John Louise: Try this one, Frank.
Frank: Now it says "This offer is not valid in your region."
John Louise: Oh I see. That's the reason you can't download it, Frank. The game is only available in US region.
Frank: Why would they show it on the Dashboard in the Deal of the Week here in Australia?
John Louise: Did you try to migrate your account on a different region before, Frank?
Frank: I have Serious Sam: TFE, Serious Sam 3 and Serious Sam Double D XXL, all the other games
Frank: No I've never migrated the account
Frank: I've always had this one account, which is linked to the email that I've had for 15 years
John Louise: May I ask if where did you purchase your console?
Frank: Umm, JB HiFi I think, here in Australia
John Louise: Alright, one moment. Let me check it.
John Louise: Thank you for patiently waiting, Frank.
John Louise: You said a while ago that you can see it on the dashboard of your console, is that correct?
Frank: yes, it's advertised in the serious sam deal of the week
John Louise: I see. Can you send a photo of it so we can escalate this issue to our Advocacy Specialist Team?
Frank: also if I serch for Serious Sam it comes up
Frank: how would I do that?
John Louise: When you're searching it on your console?
John Louise: You can take a picture of that with your phone and upload it on this link.
Frank: yes, if I go to games, search for games
John Louise: Click here.
Frank: OK, I will do it now, do you want a picture of the Deal of the Week advertisement and the search results
John Louise: Yes, that would be a great help. Thank you very much, Frank.
Frank: OK I have taken the pictures, I'm just about to upload them
John Louise: No problem, take your time, Frank. Thanks!
Frank: OK, here is the picture of the Deal of the Week. Serious Sam TSE is in the bottom right http://tinypic.com/r/2ltiz9y/5 (Edit: this is the picture at the top of this blog entry)
John Louise: Thanks! Let me check that one.
Frank: This is the picture of the search results when searching for "serious sam". Serious Sam TSE is the second result found http://tinypic.com/r/295pg80/5 (Edit: this is the picture in between the two chat logs)
John Louise: Thank you very much for that information, Frank. Alright. Here's what we can do. I can escalate this issue to our Advocacy Specialist Team so they can investigate on the issue you're experiencing and fix this one. Would that be fine?
Frank: and this is the picture of what the actual game page looks like when I access it through searching or the DotW. It only allows me to download the Free Trial and not the full game. http://tinypic.com/r/25a42ok/5 (Edit: this is the picture below)
Frank: That would be fine but I really would like to buy Serious Sam TSE, and the Deal of the Week will change some time tomorrow. I don't want to miss out on the offered discount if possible.
John Louise: Don't worry I'll add it up on my documentation and our Advocacy team will work on it, Frank. By the way, this process usually take within 3 days. but they may contact you within 24-48 hours depends on how may issues they are handling. Would that be still fine?
Frank: yes that's fine
info: Your chat transcript will be sent to (Edit: Removed)@hotmail.com at the end of your chat.
John Louise: Thanks! May I have the email and number where our Advocacy Specialist Team may contact you incase they will need more information from you?
Frank: my email is: (Edit: Removed)@hotmail.com and no: (Edit: Removed)
John Louise: Thank you for patiently waiting, Frank. Here's your service request number (Edit: Removed). Please write this number down for your records. Our Advocacy Specialist team will reach out to you within 3 days. They will contact you via e-mail at (Edit: Removed)@hotmail.com so please also check your spam and junk folders. If more information is required to address your issue they will call you at (Edit: Removed).
Frank: OK thankyou]\
John Louise: Rest assured that they will investigate on this issue.
John Louise: You're very much welcome, Frank. So is there anything else I may help you with?
Frank: No that's all.
John Louise: Alright, thank you for your time. I really appreciate it. You have a Great day! Goodbye!
John Louise: Thank you for contacting Xbox Customer Support. To properly end this chat session please make sure to click the X button enclosed in a circle on the upper right corner of the chat window above the avatar. Have a great day!
Frank: Goodbye
 |
| Last picture linked to in the Second Support Chat showing Serious Sam HD: TSE as it appears for Australians |
I'm hopeful that now the situation has apparently been passed up the chain something will happen one way or another. Maybe Serious Sam HD: TSE will finally be available to us in Australia, I can only hope. I'm still awaiting a reply and will update you if/when I get one. Leave a comment below!
No comments:
Post a Comment