Case study (Xbox) in getting your customers to hate you

My teenage son’s Xbox Live subscription expired and he wanted me to help him renew it. This annual ritual has become infamous in our house. All of my son’s have learned that this is going to put my in a “throw my keyboard through the window” kind of mood. It’s not a question of price (they are paying with their own money) or principle (I have no problem with them having an Xbox Live subscription). It’s all about Microsoft’s awful process for doing this.

Years ago, Microsoft had a Family Plan that worked well for us. Since they cancelled that offering, a parent helping their teenager renew is an awful process.

To renew my son’s account, I have to be logged on as him – even though the family relationship is still set up. Microsoft knows he’s my son. (I can change security and privacy settings for his account while logged in as myself.) This means we have to spend a few minutes figuring out what his login and password is. (This is the only thing he uses a Microsoft account for.) After we figure out his login credentials, we then have to get Microsoft to send us a code. (None of this is bad on it’s own – but it’s a lot of hoops to jump through.)

I have to save my credit card into his Microsoft account profile. That doesn’t feel right. Wait. Here’s an option to “Add money to his Microsoft account”. I like that better. I’m going to need to add $60. (The yearly renewal fee is $59.99.) That’s not an option. I can add $10 and then add $50 separately. I added $10 and then (based on previous Xbox Live renewal debacles) – the thought occurred to me “that would be just like them to not let the child use this money to renew Xbox Live”. So – before adding the other $50, I checked. My paranoia was justified.

Microsoft won’t let the child use the money you’ve added to their account to pay for an Xbox Live subscription. So even though they know I’m his father and will let me transfer money to his account – I still have to enter my credit card while logged into his account. I couldn’t find anywhere that says you wouldn’t be able to use this money for this purpose. (I looked.) I’m pretty sure this is because they turn on auto-renew by default. (If they just let him use the money in his account – they wouldn’t be able to charge my credit card in a year, when I’ve forgotten to cancel the renewal.)

You can’t just sign up for a one year (non-renewable) subscription. I made a point of carefully reading the Terms of Service to figure out when they would charge the renewal. It didn’t say specifically, but did say something along the lines of “your card may be charged a little before the subscription expires”. It also says “no refunds”.

They give terrible error messages. I posted this to Twitter a couple of years ago after a previous occurrence of this ritual. Got a similar error message this time. At this point, I have one browser (Edge) logged in as my son and another browser (Chrome) logged in as me, so I can try to figure out what setting I need to change to let him purchase the renewal. (Of course, the entire time  – there’s a banner at the top of the page in Chrome suggesting that I try Edge.)

They won’t let me remove my credit card info from my son’s account. I did immediately change the auto-renew setting on the subscription to not renew in a year. (I was pleasantly surprised that was an option.) But – when I went to remove the credit card information from the Payment Methods in his account – it said that it couldn’t remove this because it was still being used. Recommended that I change the auto-renew setting (which I had already done).

This took me about 30 minutes to work through all of this. Then, I took deep breaths for about 15 minutes until the feeling of wanting to murder someone went away.

What’s to be learned from this? Eat your own dog food. Since Microsoft is who made that phrase famous – apparently there’s a little more to it than that. I feel certain that there are Microsoft employees who work in the Xbox division who have renewed their teenagers’ subscriptions. I’m wondering if they have watched adults who aren’t serious gamers do this process. My guess is no.

Am I getting carried away here? Maybe. Is this the end of the world? No. Am I exaggerating about how frustrating this was for me – at that point in time? Not a bit.

It’s a good rule of thumb to make the process your customers use to send you money as friction-less and pain-free as possible.

Well – at least I have a year before I have to fight this battle again.
bad Xbox