You Call To Cancel Your Zune Account, Microsoft Deactivates XBOX Live

After he called Microsoft to cancel his Zune account, reader Will noticed that his XBOX Live account was suddenly silver instead of gold.

He let loose an EECB (Executive Email Carpet Bomb) and CC’d us so we could listen in:

I’m writing an email because I’m extremely frustrated by your companies phone support at this moment. I called in to 1877GETZUNE to cancel my Zune Pass Subscription because I wasn’t using it enough. A lady with an indian accent came on and got my information and then placed me on hold for approximately 6-10 minutes and then warm transferred me to a gentleman who then confirmed I wanted to cancel my zune account.

Here is where the trouble begins. I get off the phone and login on my XBox 360 in and effort to purchase points to pay for the soon to be released COD4 map pack. After inputting my credit card info I get a message that states it is unable to validate my CC info. I called into 18004MYXBOX at 12:53PM on 4/3/08 trying to get them to remove the old credit cards on my account and add the new one. She starts working on that and when she pulls up my account she says this is showing as a Silver account. Well knowing I had just paid for a year of XBox Gold I informed her that was incorrect. She says it was moved to Silver today and I said no I called to cancel my Zune Account today. She then has me delete the account off of my Xbox and restore it which does nothing, she then tells me to just try it again later. I ask to speak to a supervisor at that point and after another 5-10 minute wait I get Patrick who tells me basically I have to wait 7-10 business days and gives me a reference number of xxxx. He also tells me he can not cancel my Zune account which wasn’t canceled and has no answer as to why Zune can cancel my XBox Account which I at no time gave them permission to access.

In this day and age I find it completely unacceptable that it would take 2 weeks to turn my XBox Account back on.

Please get back to me as to how to fix this situation.


We’re trying to figure out why it would take 2 weeks to turn someone’s account back on. We’re picturing like, two weeks of intense button pushing. Sort of like tech people on that show 24. Lots of yelling.



Edit Your Comment

  1. evilinkblot says:

    Two weeks without CoD4’s new maps? Yea I’d raise some holy hell too.

    btw- what the heck is a zune, is that one of those newfangled mp5 music jukeboxes

  2. zentex says:

    How is it that the Zune people can cancel his XBL account but the XBL people can’t cancel his Zune account?

    smells fishy

  3. AlteredBeast (blaming the OP one article at a time.) says:

    I’ve been an Xbox supporter since the first one launched (not that it was that long ago), and I praised MS for the inclusion of the harddrive, the ethernet connection, and the introduction of Xbox Live. I saw them working hard to establish a solid name brand, so that future Xboxes could be a real contender in the market.

    Then they start ****ing everything up with the 360. Ugh.

  4. ninjatales says:

    Don’t say we didn’t warn ya bout the Zune purchase. Even MS call center people laugh at Zune owners. I however sincerely hope Will’s issue is resolved and knowing MS, things should get rolling fine soon for him.

  5. AlteredBeast (blaming the OP one article at a time.) says:

    I gotta defend the Zune here, it is a very good piece of hardware. The 2nd gen PC software…that is a different story…

  6. dry-roasted-peanuts says:

    So many Xs and Zs. It’s like Bizzaroworld.


  7. HOLD ON. Back that truck up. There’s a dummies book for Youtube AND for Zune? We really are a nation of retards.

  8. FilthyHarry says:

    Zune is alright, but if you thought that MS would have taken advantage of getting into the media player game so late by avoiding all the mistakes, you’d be wrong. Basically everything you want to do with a Zune you need to go online and find a workaround for. Check the Zune boards. So many posts about ‘how do I’ and the response is ‘well you need to do this workaround’


  9. hi says:

    @ninjatales: please provide your source.

    It seems to me this is a case of a CSR not knowing what he/she is doing and clicking the wrong button. Zune has been good to me so far but like any hardware/software it’s bound to have hickups.

  10. AlteredBeast (blaming the OP one article at a time.) says:

    I really enjoy my Zune, but the two features that seperate it from an iPod (the FM tuner and the WiFi transfer of data) I have never used. :/

  11. punkrawka says:

    This has something to do with the fact that most people’s Zune and Xbox Live accounts are tied together by a common Windows Live ID, but it’s baffling that they would cancel the wrong one and then claim inability to fix it.

    Something I would recommend, is calling the customer service number (1-800-4MY-XBOX) during the daytime rather than the evenings. I have always gotten a US call center during the day (and gotten better service) with daytime calls, and gotten Indian call centers at night.

  12. @AlteredBeast: At least the Zune’s brick-like physique means you never need to make sure it’s still in your pocket.

  13. zentex says:

    @HRHKingFriday: If you have to ask…

  14. AlteredBeast (blaming the OP one article at a time.) says:

    @Canadian Impostor: I rarely actually carry my Zune around, beyond going from my car to my home. I keep it in my glove box when I arrive at my destinations (shhh! don’t tell anyone!).

    For music in my pocket, I have my iPod nano :P

  15. silkyjumbo says:

    @AlteredBeast: that’s funny, i actually like the radio tuner on my zune.

    i don’t use any of the marketplace stuff, i just rip & run. what can i say, i like buying cds.

  16. Trai_Dep says:

    Come for the X-Box.
    Stay for the Zune.

  17. Trai_Dep says:

    @AlteredBeast:I really enjoy my Zune, but the two features that separate it from an iPod (the FM tuner and the WiFi transfer of data) I have never used. :/

    You’ve pretty much nailed the Microsoft design philosophy in a nutshell.

  18. nequam says:

    @HRHKingFriday: Ha! And how could either book require more than, say, 5 pages?

  19. CRNewsom says:

    Well, ain’t this place a computational oddity, two weeks from everywhere!

  20. lonewolf333 says:

    Only stupid people have Xbox. No big deal.

  21. Sam_Zebian says:

    @lonewolf333: What a retarded thing to say… I guess only people you define as “stupid” enjoy the latest games and want the most games, which the 360 is, it’s the current-gen console with the most games.

  22. Sam_Zebian says:

    Anyways, I love my zune, and I haven’t had any real problems with my Zune/Xbox live account or anything…

  23. BrockBrockman says:

    @Sam_Zebian: You have Xbox too? Maybe lonewolf333 is onto something…

  24. kentmx25 says:

    I thought that Zune was liked to the Xbox live and whatever points you had on Live you had on Zune I didnt know that you had to have two different accounts because I have both the Zune and 360 and for me they are linked together.

  25. Nodren says:

    They dont yell in 24, they all whisper… since someone pointed that out to me, i can never watch the show the same way again

  26. lonewolf333 says:

    @Sam_Zebian: You just proved my point.

  27. drjayphd says:

    @Sam_Zebian: It’s times like this that the flagging button would really come in handy.

  28. ParadeDC says:

    I’m wondering why he didn’t just go to and cancel you subscription there? I like to do things myself and always using calling as a last ditch effort. If I can’t fix it then I’ll call. Takes about 5 minutes or less to cancel a Zune account on the internet.

  29. ninjatales says:

    @hi: How bout certain ppl I know work over at the MS call center in Fargo, ND? Just so you don’t feel left out, because people I know laugh at the Zune doesn’t mean every CSR employed by MS feels the same way.

    Consumer electronics are fashion statements. Their functionality isn’t a competitive advantage because all MP3 players play music. Some do a bit better than others and the Zune ain’t no slouch either. However, look at it and most people I know are ready to laugh at that antique looking brick.

    Bottom line. Don’t worry. You’re not the only one who likes the Zune.

  30. wheelsee says:

    Hey Guys,

    I’m the Will in the story…

    A little bit of an update upon releasing the EECB I was contacted that evening by Lisa from Customer Support, unfortunately this whole thing hit right when I was in the process of helping my girlfriend buy a car, which is a whole other story. As I’ve been tied up with that I’ve only had a couple of minutes to try and logon to the XBox and yesterday when I tried to just repurchase the Gold Membership per their instructions it kept telling me I wasn’t signed into XBox Live, which I was because I could see the Marketplace content as well as my Friends list. So I’m going to try this again this evening after I get off work…

    The other thing is they have sent the credit back to a check card number that doesn’t exist anymore due to me losing the card…

    @ParadeDC I tried to cancel it on Zune.Net and it told me to call customer care

    @punkrawka I called in the middle of the day around Noon On a Thursday…got the Indian Call Centers on both numbers(XBox and Zune)

  31. Trai_Dep says:

    @wheelsee: Hi, Wheel, welcome!

  32. TruPhan says:

    …there’s a Zune subscription?

  33. wheelsee says:

    @TruPhan Yes it’s called Zune Pass it’s basically a monthly subscription that allows all you can eat music

    @Trai_Dep Thanks… I’m a longtime reader and submitted a couple of stories but this is the first one I’ve gotten accepted

  34. Admiral_John says:

    Don’t get me started with Microsoft… I bought a prepaid points card for my XBox Live account and when I scratched the number off (with a dime, as I always have scratched these cards) the numbers came off of the card. I called XBox Live support and, to make a long story short, even after escalating the issue to “XBox Live Escalation” I was told they wouldn’t refund my money, nor would they credit my account. Apparently
    that’s “their policy”. Even filing a complaint with their corporate headquarters hasn’t gotten me a response.

  35. SamitaBabboon says:

    Comment on You Call To Cancel Your Zune Account, Microsoft Deactivates XBOX Live The Xbox 360 and Zune accounts are one in the same, if you cancel one
    the other gets canceled automatically. I removed my credit card from
    Xbox Live and they told me that it would remove it from my Zune account
    as well.

  36. Anonymous says:

    This happened to me too, but not because of a zune…
    Last month, march, I had realized that my xbox live wasn’t working, so i looked online and my account had been suspended, turns out even if your account isn’t due for renewal for another 11 months they try and charge your credit card anyway, so I had a prepaid credit card on there you MS points, but… the card autostarts the “autorenewal” of your Xbox gold, insufficient funds, suspended account. Ok, I probably deserved that, but 3 hours on support later, and no problem fixed, i asked for a supervisor. He cleared it all up, just like that, no problems. then the next week (3/10/09) I get an email telling me that it was confirming that my account cancelation had been confirmed and that I was demoted to silver. Now I had a 12 month card, only used 2. I was pissed. Someone in Microsoft is getting revenge and it sure as shit aint funny.