I bought Dawn of War 2 on steam. I want to play a game...

At Microsoft, this is what we would call a scenario: User wants to play a PC game using his Xbox Live account. Even though we focus on scenarios, it would appear that we are not very good at them sometimes.

My reward for Gamertag-Quest

The GFWL Software Scenario

After the DOW2 install process failed when trying to install Games For Windows Live, I decided to be tricky. I went looking for the installer online so I could install it myself. There is a clear download link on the GFWL website, right? Good luck finding it; I never did. Google found a download page for me that had nothing to do with the GFWL site.

But look closely at this page. How do I know what version I need? And look at the bottom for "what others are downloading". Links to two OTHER versions of the same v2.0 installer? How confusing is that.

The installer downloaded, ran, and installed something. But there is no visible application or icon installed for me to run anything. More confusion.

I try to run the game and the good news is that the installer seemed to work. I could now start DOW2.

The bad news is that before I actually could play the game, I was required to log in with my Game for Windows Live account. I am sure this is considered a "feature" and I myself have argued that managing software with an account seems easier but in reality it can be a real pain.

The Xbox Live Accounts Scenario

In 2006 I created an Xbox Live account and I have some points and game history associated with it. Sadly, I have no idea what email I used or what my password was.

I have not turned on my Xbox since before we moved so that is 9 months and counting. I know I had an account and I want to continue using my tag, not start over with a "local profile" or a new profile. Thus begins another adventure with Tech Support Quest.

When I create passwords on my PC's, I always write them down and I know that I have a keyboard so any password is fairly easy to create. Not so with consoles. I went through this same exercise with my PS3 and PSN accounts.

Using a browser, I tried to log into the website several times and could not figure out an email/password combination. Someone said that I could at least find my email address from the Xbox itself. So I plugged it in.

The Xbox Experience Scenario

My xbox was not connected to my TV because I dont have enough inputs and the Xbox does not support HDMI connectors. Fail.

I moved the Xbox to the office and connected it to my computer monitor and the internet. The monitor does not have speakers and the Xbox does not have a headphone jack so I get image with no sound. Fail.

I start up the Xbox and get the infamous red ring of death. Which I just dont believe could have happened form sitting in a box so I reject it. I take hard drive off and the system boots fine. I fuss with the drive a bit and it starts working again. Fail then pass.

I try to find my account details to figure out what email I used. Not easy. Eventually I find something like account settings but it tells me I must connect to Xbox Live to see it. Then it tells me it wont connect to Xbox Live unless I do a system update. Fail.

I install NXE - the New Xbox Experience which was new sometime last year. And instead of getting to my account, I have to watch a video and create a Me or We or Avatar or whatever they call it. Its a stupid kid version of me which then asks me to design it - hair, clothes, rings, etc. Oh brother. Fail.

Now I am on my Xbox, logged into Xbox live, ready to see my account details. "Can't connect to Xbox LIVE. Please try again later." AGH!!! Fail! It tells me I am logged in, I see my account, I did the update, but when I try to open my contact information, it gives me this error and tells me to try the support website!!

So now what? Is this worth the effort to maintain my original account or should I just start over? Let the cost/benefit analysis begin.... I try to register some new gamertags -- all the ones I would want are already used.

When Microsoft announces how many million XBLA accounts they have, I have to believe that number is inflated with many abandonded accounts from people in this situation. Its easier to start over than maintain your actual account. But I will not be denied. Tech Support Quest is on and I shall defeat the final dungeon.

The Tech Support Scenario

Back to my PC and my notes. Surely my XBLA account is here somewhere in an email from 2006 or something but no. I spend an hour trying to figure out my Microsoft email accounts, I guess they are called Live ID's now.

Turns out I have had at least 4 accounts at Microsoft over the years. I start trying to log in with them, one at a time. I have email addresses with passwords and dates. All of them fail but one. The passwords no longer work and when I try their password recovery tool (with annoying Catpcha questions), only one seems to still exist. So much for that.

The account system at Microsoft - Live ID, Passport - still confuses me. Even worse, sometimes I can log into an account on one browser but have that same account fail with another browser. One conclusion I make is that Microsoft websites have some serious problems with Safari. Fail.

We are now an hour into my third session of Tech Support Quest. Eventually I conclude that none of my old email accounts are still active. The only thing left to do is go to the email support page and fill out a webform.

This form has three parts: select a service (essentially hardware or software), select an error type, type in a description. Im sure you have filled out a million of these. Your choice on service creates a different menu for error type and that helps them route the inquiry.

Except that no matter what service I pick, the error type menu only shows hardware problem choices. Who knows who will answer my problem about accounts.

Then I use the text box to describe my problem. I write a pleasant but clear message. The character count says you can have 1000 of them.

When I hit submit it gives me an error:

* Description cannot be more than 500 characters.

Umm, if you only acept 500 characters, why does the form count to 1,000?

The form already removed all of the line returns and smashed my paragraphs into a single giant run-on but I still have to delete words to get it down to 500 characters. So much for a clear explanation. We dont make it easy for tech support when our system forces garbage in.

Submit.

The Delayed Gratification Scenario

Now I wait. No confirmation email was sent about my inquiry. No DOW2 gaming is occuring.

Stay tuned for my next installment of Tech Support Quest.