Monday, October 24, 2011

Why EA and Microsoft may lose a longtime fan

Some of you may or may not know about the recent security breach that no one is admitting guilt to. This breach would happen to be something that has affected me along with a number of other gamers on the Xbox 360. A little background to the issue is that some dickhead has managed to have received passwords to numerous gamertags and then proceeded to purchase thousands of MS Points on accounts that happen to have their credit card on file, then immediately use those MS Points on Premium Gold Packages for FIFA 12. This in turn results in your Live account being suspended for “25 days” according to Microsoft as they research the issue, which means a number of inconveniences to their paying subscribers. Those inconveniences consist of and are not limited to not being able to access Xbox Live, losing access to save files tied to your gamertag, and missing out on time exclusive downloads due to the inability to login, oh yeah, and if you are still a Netflix subscriber, you are not able to access that either. So what the hell is going on and why will neither Microsoft of EA admit guilt? Updated: Peter Moore, you know, the head honcho over at EA has stated that the breach is not on their side. Hear that Microsoft?

If you search FIFA 12, Premium Gold Package, or Xbox Live hacked, then you will find numerous articles regarding this issue, but yet there is nothing in regards to who is at fault. The truly unacceptable part of this, aside from the violated feeling, lack of gaming online or at all unless you choose not to set up a new gamertag, is being out 70 to 100 dollars, and dealing with a customer service department which sounds like they could give a shit less about your inconvenience with their service, is the fact that this has been happening to Xbox Live users for over a month, and Microsoft claims that their servers have not been compromised as that this is actually the user’s fault. My situation is just like everyone else’s so far, ninety dollars in charges were made for MS Points to be immediately used on FIFA 12 Premium Gold Packs, called Microsoft 800-4MY-XBOX in which my account was frozen for investigation, essentially turning my XBOX into a high priced paper weight.

Where does the frustration lie though, having no access to my XBOX for 25 days, dealing with incompetent customer service who will say anything to get you off the phone, or that this problem has been occurring for over a month and rather than admitting to system breach the blame is being placed on the consumer who pays for their services? If you have also had this happen I truly feel for you and luckily you do not have titles you have review for the number of seasonal releases, potentially ruining your relationships with game developers trusting you to play and review their products. I can say that after dealing with Microsoft’s customer service, I may be converting to the dark side, because at least the Sith Lords over at Sony can admit fault and issue a make good to make up for their error. 

This is truly an example of horrible customer service, because after numerous calls, in which I was told not once but twice, that they would put a rush on the incident to get my account live, to be later told by a supervisor by the name of Tony C. that there is no such rush. Not only that but to be told “that sucks” or “you’re a game critic, how do I get that gig?” is rather disheartening when you are a victim of fraud. Also, you have to love, and by love, I mean hate, that apparently “hacked” is a bad word when you call and that your account being compromised is not an admission to a problem with a potential security breach. I will admit I am/was a huge Xbox fanboy, but when you are treated like you are at fault for having your credit card saved on file, and that you are doing them a disservice for subscribing to their product and giving them money monthly for and advertisement filled service, it does leave a nasty taste in your mouth. 

So, hopefully this situation will be resolved shortly and to all the other victims out there, my heart goes out to you and I feel your pain. Here is something humorous to leave you with. In my conversation with the “supervisor”, I asked if he had an Xbox 360 and if he has a Live account in which he stated he did. I then asked how he would feel if this happened to him and he had to deal with the same service all of us paying customers are having to deal with, in which his response was………”I am sorry, but I cannot comment as this is a different situation”. Apparently they are not susceptible to security breaches like we are, but here is to hoping it happens to the wrong person there. That is all; I will step off my soap box now.

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