DragonFangDan's Blog - Jul to Sep 12 (0 followers)
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Jul
27
Permalink"Security" update screws over xbox.com
As many of you have seen, I posted that I was having issues with buying MSP on xbox.com. Here is the email I sent:

I am finding it impossible to purchase Microsoft Points threw my account on xbox.com. When I click on the Add Points button I am taken to a page that says We don't recognize the computer you're using. To access this content, please sign in on a computer that's connected to your account. (Big dot) DAN-PC. We're sorry, but we want to make sure that nobody else is getting into your account. This is the computer I am using and have always made my purchases from. Never had a problem before. On the bottom of that page it tells me I should look at my windows live security info. Once there, I made double sure that my phone number, alternate email address, trusted PC and security question were all correct. I have the option to delete or confirm next to each of them, but when I hit confirm I get this Note: You can use your trusted computer to confirm this information, Sign in from that computer, go to the Account overview page, and then click Confirm next to this information. Again, I'm already on the computer I want! Please fix this as entering my credit card info on my xbox is something I really want to avoid if at all possible.

After I sent off that extremely detailed block of text, I received a very helpful roll response from MS. They tell me how to change my "proofs" if one is wrong (nowhere is it mentioned what a proof is, but I surmised that they are my responses to the security questions) and they tell me what to do if I can't access my proofs. Do either of those wild shots in the dark actually make sense? It's like the MS Tech is shooting at the wrong target on a shooting range.

I'm not proud of myself, but I responded with an angry email b/c of the crap auto response I got:

APPARENTLY NO ONE AT YOUR COMPANY ACTUALLY TAKES THE TIME TO READ THE DAM EMAILS! I CAN’T CONFIRM ANY OF MY PROOFS B/C THE RETARDED SERVICE WON’T RECOGNIZE MY COMPUTER! I TRY TO CONFIRM THAT I’M ACTUALLY ON THE COMPUTER THAT I HAVE LISTED, AND HAS NEVER CHANGED, BUT IT JUST TELLS ME TO GO SIGN IN ON MY TRUSTED F’ING COMPUTER! I’M ALREADY ON IT! WHY DID YOU EVEN CHANGE YOUR CRAP?! IT WORKED FINE BEFORE! SO GO RE-READ MY EMAIL AND GET BACK TO ME WITH A REAL ANSWER THIS TIME!

The response I was given was no better than the first. MS Tech told me to go threw the steps to Remove All of my security proofs (which takes a freaking month minimum, but as much as 6 months!). Then he also says that if I am getting the "unrecognized PC" message I need to add my PC to the list of trusted PCs.............shock Why didn't I F'ing think of that!? Wait, I did! In my first email!

My response:

I tried this before my initial email was sent. I clicked the remove all and am still waiting on the ridiculously long 1 month minimum time frame. I received no emails or text messages on any of my accounts/devices. I even tried signing in with a one time pass and never received a text message. I was using Internet explorer and have Windows Live Essentials installed fully. I cannot click on the “change” button when change the name of my trusted PC. I just get a message telling me that I need to use my trusted PC to do that. Fix. Your. Service.

His response:

Dear Dan,

If the recommended solution is not working for you, our last option is to contact Xbox Phone support for futher recommendations. We appreciate your continued patience on this matter.


Seriously? Instead of the third time being the charm, I got an "I give up." I emailed you MS because I A- hate talking on phones, B- get terrible cell reception, C- can't understand your phone people, and D- don't have time to waist calling someone who can't help me anyway. Not calling MS support, forced into that too many times already. I will wait a couple more weeks and see if the reset actually works or if I have half a year of waiting ahead of me. If I need MSP you will find me online, looking for discount deals.
Posted by DragonFangDan on 27 July 12 at 05:28 | There are 2 comments on this blog post - Please log in to comment on this blog.