Terms of Service Were Changed Without Notice, Microsoft Rep Says

What is wrong at Microsoft that they keep hiring people who are not only untrained, but who also will be adamant in stuff they make up rather than actually referring the issue to the proper person? And to be clear, the latest jerk was an American in America, so it was not a case of subcontracted outsourcing.

After spending another 2 hours on the phone with Xbox customer support today, my 2 week old issue is still not resolved and I wasted another afternoon talking to an insulting, condescending support agent who lied to me and then hung up on me. What's worse is that this particular agent, George, is a supervisor.

When I said that the problem wasn't with DRM transfer but rather with accessing content on another console while signed in to LIVE, he said I'd have to do the DRM transfer. When I said that I'm supposed to be able to access it as a "Roaming Xbox 360 Account," he said, "Says who?"

When I said, "Microsoft says so in section 13c of the Microsoft Terms of Use," he said that no, it doesn't. When I said yes it does, I'm looking at it right now, he said that things change, and the Terms of Use had changed to exclude this feature, and I need to learn to deal with it.

He then tried to change the subject away from my issue (and away from the facts) and onto his supposedly hurt feelings at being "disrespected" by being told he was incorrect.

He said that even though the website and every other agent says that the DRM transfer tool can only be used once every 12 months, I could use it twice. When asked for some sort of reference number or code to be able to use the service more often, or to refer me to the documentation that said this was true, he could not.

When pressed, he said that due to the NXE update, not every copy of the Terms of Service had been updated. I told him that I have the NXE update, I'm signed in to LIVE right now, and I'm reading it off the screen, and it's also up on xbox.com. When I said that it would be a violation of the law to change the Terms of Use without informing people, he then took something I said and reformed it to say that the game in question is no longer available and that he's sorry, but that's the way things are.

I told him I'm signed into Marketplace right now and I'm looking at the game and it's still available. He said he needed to put me on hold to confirm my information. "Confirm what information?" I asked him, knowing full-well that he was trying to give me the brush-off. "Confirm Microsoft's polices," he said. Then he put me on hold for a few seconds and then hung up on me.

He, like the jerk a couple of weeks ago, refused to "escalate" my issue and would not let me speak to another representative. He kept calling me things like "dude" despite my repeated requests that he not. The more baseless the claim he was making, the more informal his tone became.

All this, and I still can't play Shogi. This makes over 5 hours on the phone with no results other than frustration. I have had to repeatedly explain my issue to 7 different agents so far, and each time I am starting fresh even though the previous agents have made the keyboard sounds of entering notes.

What's the point of customer support if you already need to know more than the support agents before you call to avoid being conned by them? How many times can I be told that every other agent was wrong, but this one is right? A casual gamer, such as the kind that LIVE Arcade caters to, does not have the time or interest to deal with bullshit like this. How many service requests about bad service can you enter before giving up, especially when your more likely than not to need a new complaint about the service when you register each complaint?