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Machiavellian on 22 October 2014
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Mr Puggsly said:
pokoko said:
Not really sure why you went into jerk mode there. Yeah, they probably just typed in "halo support" in knowledge base search, which is funny, but it's not like they're trained to deal with game related questions at all. I'd say that the majority of service reps wouldn't know off-hand who developed MCC.

I've been troubleshooting this problem for about 5 days. I've done some research about it online as well.

This was day two of getting help from MS.

They kept blaming my connection, making me do useless things even though all other downloads are working fine. They weren't listening to anything I was saying and kept giving me useless help. He sent me to Bungie's website!!!

He started talking about port forwarding and nat settings. Why would I have to do any of that for a simple download?

At some point you just get tired of this shit and have to be rude. I understand how to download a game, at some point they need to admit something is wrong on thier side or with the machine. Having me repeat the same basic troubleshooting MULTIPLE TIMES was going nowhere.

There is never a time when you need to be rude when seeking support.  I can tell you once you cross that bridge if you thought you were not getting help, you just killed it.  Instead you have to do the opposite.  Be very polite implore the person to do everything he or she can and ask them to go the extra mile.  You will find out tech reps are more than willing to help somone like that out and will go the extra mile to help out.

Having worked in tech support and even doing time as a MS tech support way back in the day, I have some insight for you.  They were not making you do useless stuff.  Most support cannot rely on the customer to actually have performed the basic troubleshooting steps needed to resolve issues, even if they are technical.  If MS support is like I remember, each call is logged and all steps are traked within the call.  If the issue get esculated, the person who gets the issue will review those notes so they know they do not need to cover those steps again.  The problem I see is that the issue did not get esculated.  

Were you just calling in and getting different people or did you get a issue number so that you can have the person on the other end reference your issue so that you would not have to go through the basics steps each time.  Hopfully you were civil thoughout the whole process.