01-11-19, 05:29 PM
Xbox One: S $249 Now / X $499 November 7 2017
09-04-16, 09:49 AM
#6877
DVD Talk Godfather & 2020 TOTY Winner
re: Xbox One: S $249 Now / X $499 November 7 2017
I spent three hours on a phone yesterday with Xbox Support and an hour online chat with EA. Still have my EA Access account Inactive, yet paid. In order to get their attention (and in a futile attept to fix things), I bought another year via Microsoft Store. It added another year to my subscription but still doesn't work. MS tells me it's EA's fault and talk to them. EA says it's something only MS can fix. They keep telling me to call the other party, with no communication between the two entities. It's been going on since June. It's terrible.
09-06-16, 08:49 AM
#6878
DVD Talk Hero
re: Xbox One: S $249 Now / X $499 November 7 2017
I spent three hours on a phone yesterday with Xbox Support and an hour online chat with EA. Still have my EA Access account Inactive, yet paid. In order to get their attention (and in a futile attept to fix things), I bought another year via Microsoft Store. It added another year to my subscription but still doesn't work. MS tells me it's EA's fault and talk to them. EA says it's something only MS can fix. They keep telling me to call the other party, with no communication between the two entities. It's been going on since June. It's terrible.
09-06-16, 09:15 AM
#6879
DVD Talk Godfather & 2020 TOTY Winner
re: Xbox One: S $249 Now / X $499 November 7 2017
Bad News : Today, after providing them with lots of pictures of screenshots, I got this reply
Dear Decker,
Thank you for your reply.
After reviewing your account and all the provided details on billing, we would like you to contact Microsoft for further support on this claim.
Unfortunately, our system doesn't show that your EA Access subscription has been activated by Microsoft/Xbox server and we are unable to make any changes in our system.
We can verify your proof of purchase and see that all the provided information is legit but EA Access is working in a similar way as Xbox Gold membership and is being handled by the console manufacturer company.
Can you please contact Xbox team via the link below and if they are unable to activate the service for you, our advice would be to ask for a refund.
https://support.xbox.com/en-US/
Please note that the payment was also processed by Xbox Console/ Microsoft account in use from your side and we have no right's to access their services or live consoles.
Thank you for your attention and have a great day!
If you have any further questions or in need of help, please reply to this email. Your claim will stay open for working 7 days.
Regards,
A. K.
EA Customer Experience
Thank you for your reply.
After reviewing your account and all the provided details on billing, we would like you to contact Microsoft for further support on this claim.
Unfortunately, our system doesn't show that your EA Access subscription has been activated by Microsoft/Xbox server and we are unable to make any changes in our system.
We can verify your proof of purchase and see that all the provided information is legit but EA Access is working in a similar way as Xbox Gold membership and is being handled by the console manufacturer company.
Can you please contact Xbox team via the link below and if they are unable to activate the service for you, our advice would be to ask for a refund.
https://support.xbox.com/en-US/
Please note that the payment was also processed by Xbox Console/ Microsoft account in use from your side and we have no right's to access their services or live consoles.
Thank you for your attention and have a great day!
If you have any further questions or in need of help, please reply to this email. Your claim will stay open for working 7 days.
Regards,
A. K.
EA Customer Experience
09-06-16, 09:23 AM
#6880
DVD Talk Hero
re: Xbox One: S $249 Now / X $499 November 7 2017
Tweet that e-mail to @XboxSupport
09-06-16, 09:42 AM
#6881
DVD Talk Godfather & 2020 TOTY Winner
re: Xbox One: S $249 Now / X $499 November 7 2017
Yeah, don't know how I'd accomplish that -- 140 characters is kinda limiting. And I've talked to MS dozens of times. Three hours on the phone with them on Saturday. Nobody can figure this out. Each side blames the other. So frustrating.
That last email really has me steaming this morning. Like I hadn't tried to contact Xbox support before now.
That last email really has me steaming this morning. Like I hadn't tried to contact Xbox support before now.
09-06-16, 09:46 AM
#6882
DVD Talk Hero
re: Xbox One: S $249 Now / X $499 November 7 2017
Screenshot it, tweet the image. MS's phone support sucks until you get to the latter tiers (this is true of all MS products). Twitter works because it's out in the public.
EA does appear to be right though, EA Access is a Microsoft Subscription Service so they would have to be the ones that enable it. They probably need to cancel your current subscription and re-enlist you.
EA does appear to be right though, EA Access is a Microsoft Subscription Service so they would have to be the ones that enable it. They probably need to cancel your current subscription and re-enlist you.
09-06-16, 12:22 PM
#6883
DVD Talk Godfather & 2020 TOTY Winner
re: Xbox One: S $249 Now / X $499 November 7 2017
Well, I tweeted them. Got a response quickly. They asked for some more information. Sent them lots of information like that email and this picture :
Then they told me to contact Xbox Phone support.
Then they told me to contact Xbox Phone support.
09-06-16, 12:25 PM
#6884
DVD Talk Hero
re: Xbox One: S $249 Now / X $499 November 7 2017
Sorry, was worth a shot.
09-06-16, 12:34 PM
#6885
DVD Talk God
re: Xbox One: S $249 Now / X $499 November 7 2017
Maybe email Kotaku or another gaming site. Maybe they can stir up some noise if they run an article about it. Make sure they know the buck keeps getting passed to the other guy. Makes both companies involved look bad.
09-06-16, 01:17 PM
#6886
DVD Talk Legend
Join Date: Apr 2003
Location: Picture a cup in the middle of the sea
Posts: 10,706
Likes: 0
Received 1 Like
on
1 Post
re: Xbox One: S $249 Now / X $499 November 7 2017
When you have called Xbox phone support, have you escalated the call?
The firs line of support is always the worst, but if you ask to talk to their managers they have to do it. And then you can escalate it even higher.
I'm the worst at calling help desks, but that seems to be the solution for most of this issues.
The firs line of support is always the worst, but if you ask to talk to their managers they have to do it. And then you can escalate it even higher.
I'm the worst at calling help desks, but that seems to be the solution for most of this issues.
09-06-16, 01:23 PM
#6887
re: Xbox One: S $249 Now / X $499 November 7 2017
I was down to my last year of XBL and it wouldn't add any more cards to my subscription. I called one and got the run around, saying they wouldn't stack (which I knew wasn't true), and when I finally got someone on the phone that knew what he was doing he canceled my current subscription and gave me a bunch of 3 month codes to bring me back to where I was.
09-06-16, 01:50 PM
#6888
DVD Talk Godfather & 2020 TOTY Winner
re: Xbox One: S $249 Now / X $499 November 7 2017
Got another response from Xbox Support via Twitter :
So who knows? Maybe we will be getting somewhere? 
I also uploaded that screenshot to the EA Access Twitter page. Maybe that will get them to start paying attention?
Hey there, thanks for that info and sorry to hear that you have been working for as long as you have with this. We are going to put this information into the hands of someone to help you out. Please be sure to have all of your information updated on your account so they can contact you in the right location.
I also uploaded that screenshot to the EA Access Twitter page. Maybe that will get them to start paying attention?
09-06-16, 01:56 PM
#6889
DVD Talk Godfather & 2020 TOTY Winner
re: Xbox One: S $249 Now / X $499 November 7 2017
That's exactly what they had to do with my XBL subscription a couple months ago. In fact, I think I even posted it in one of the forums here because I was really confused as to what the hell was up with my account.
I was down to my last year of XBL and it wouldn't add any more cards to my subscription. I called one and got the run around, saying they wouldn't stack (which I knew wasn't true), and when I finally got someone on the phone that knew what he was doing he canceled my current subscription and gave me a bunch of 3 month codes to bring me back to where I was.
I was down to my last year of XBL and it wouldn't add any more cards to my subscription. I called one and got the run around, saying they wouldn't stack (which I knew wasn't true), and when I finally got someone on the phone that knew what he was doing he canceled my current subscription and gave me a bunch of 3 month codes to bring me back to where I was.
09-08-16, 12:20 PM
#6890
DVD Talk Godfather
re: Xbox One: S $249 Now / X $499 November 7 2017
\\ Larry Hryb \\Verified account
@majornelson
Bayonetta, de Blob 2 & Arkanoid Live! are coming to Xbox One Backward Compatibility today http://mjr.mn/BackCompat
@majornelson
Bayonetta, de Blob 2 & Arkanoid Live! are coming to Xbox One Backward Compatibility today http://mjr.mn/BackCompat
09-08-16, 12:26 PM
#6891
DVD Talk Godfather
Join Date: Oct 2003
Location: Home of 2013 NFL champion Seahawks
Posts: 52,652
Received 1,016 Likes
on
840 Posts
re: Xbox One: S $249 Now / X $499 November 7 2017
I just read the last few posts, and when I saw the Major Nelson handle I hoped he was tweeting about Decker's EA problem. 
09-08-16, 01:37 PM
#6893
DVD Talk Godfather & 2020 TOTY Winner
re: Xbox One: S $249 Now / X $499 November 7 2017
Hi Decker,
This is D. again; with Microsoft Global Escalation Services. Thank you for responding. I am just now getting to your message I have been in a meeting all morning.
I was able to credit $ 29.99 to the original payment instrument Visa. Your Microsoft account has been credited $40.00 the additional $10.00 is a good will gesture. You have been provided a total credit of $69.99. I will try to give you a call tomorrow morning between 7 and 7:30 am PST.
You may receive an email survey in a few days asking you for feedback regarding the support that I provided. I would appreciate if you could find a few minutes to share your thoughts. Your feedback will help us improve the Xbox customer support experience. Thank you.
If any other issues arise you may contact Xbox Customer Support and one of our support representatives will be happy to provide further assistance.
We sincerely apologize for any inconvenience that you have experienced and I appreciate your understanding and patience while this problem was investigated.
Sincerely,
D. H.
Escalation Analyst
Global Escalation Support
This is D. again; with Microsoft Global Escalation Services. Thank you for responding. I am just now getting to your message I have been in a meeting all morning.
I was able to credit $ 29.99 to the original payment instrument Visa. Your Microsoft account has been credited $40.00 the additional $10.00 is a good will gesture. You have been provided a total credit of $69.99. I will try to give you a call tomorrow morning between 7 and 7:30 am PST.
You may receive an email survey in a few days asking you for feedback regarding the support that I provided. I would appreciate if you could find a few minutes to share your thoughts. Your feedback will help us improve the Xbox customer support experience. Thank you.
If any other issues arise you may contact Xbox Customer Support and one of our support representatives will be happy to provide further assistance.
We sincerely apologize for any inconvenience that you have experienced and I appreciate your understanding and patience while this problem was investigated.
Sincerely,
D. H.
Escalation Analyst
Global Escalation Support
09-08-16, 01:41 PM
#6894
DVD Talk Godfather
Join Date: Oct 2003
Location: Home of 2013 NFL champion Seahawks
Posts: 52,652
Received 1,016 Likes
on
840 Posts
re: Xbox One: S $249 Now / X $499 November 7 2017
The key is getting you able to use the service again so that would be a great outcome if it happens. They should've also credited you the downtime since June, though. 
09-08-16, 01:56 PM
#6895
DVD Talk Godfather & 2020 TOTY Winner
09-08-16, 02:23 PM
#6897
DVD Talk Hero
re: Xbox One: S $249 Now / X $499 November 7 2017
Glad that worked out 
09-08-16, 10:29 PM
#6898
DVD Talk Legend
Join Date: Apr 2003
Location: Picture a cup in the middle of the sea
Posts: 10,706
Likes: 0
Received 1 Like
on
1 Post
re: Xbox One: S $249 Now / X $499 November 7 2017
Applied the new update and have clubs now.
I created the "official" DVDTalk club. It's called dvdtalk
I created the "official" DVDTalk club. It's called dvdtalk
09-09-16, 12:33 AM
#6899
DVD Talk Godfather & 2020 TOTY Winner
re: Xbox One: S $249 Now / X $499 November 7 2017
Yeah, I'm back in the EA Vault for the first time in months! Finally going to get to be disappointed by Need For Speed.
And to answer your earlier question, I bought another year of EA Access to prove I was incapable of accessing it. Before that, I was (in Microsoft's eyes) a guy who bought a 12 mo code a year ago, who claimed he should still have a year of service but didn't. Once I bought that $30 code from Microsoft Store, redeemed it on Xbox.com and still had no EA Access account, they had to believe me.
That, and your suggestion of Twitter Support did the trick. They cancelled my membership, refunded my money and now it works like it's supposed to.
Thanks to everyone here who tried to help. I'm so glad that my 3 months of fighting with MS and EA on the phone hours at a time is FINALLY over!
And to answer your earlier question, I bought another year of EA Access to prove I was incapable of accessing it. Before that, I was (in Microsoft's eyes) a guy who bought a 12 mo code a year ago, who claimed he should still have a year of service but didn't. Once I bought that $30 code from Microsoft Store, redeemed it on Xbox.com and still had no EA Access account, they had to believe me.
That, and your suggestion of Twitter Support did the trick. They cancelled my membership, refunded my money and now it works like it's supposed to.
Thanks to everyone here who tried to help. I'm so glad that my 3 months of fighting with MS and EA on the phone hours at a time is FINALLY over!
