Post: Microsoft Support: Worse Than We Thought
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12-02-2010, 10:47 PM
#1
schaffinosx
To and fro the island.
By Steve Chaffin, Jr. (DreadnoughtOSX) | Dec. 2, 2010
I often try to remain completely unbiased when it comes to my articles. However, there are certain instances when a reporter really just needs to say it as it is. Below is someone's story of their encounter with Microsoft Support, and quite frankly it's absolutely ridiculous.
The best way for this story to be told is right from the customer's mouth. Sit back and enjoy the horrible service.
Originally posted by another user
Nov 4th - I bought a new Xbox 360 with Kinect. It was a Xbox 360S 250GB model. It starts to show signs of breaking that very night. After I had transferred all my licenses making a system return no an option anymore.
Nov 6th - I call support. They tell me I'm going to get a box shipped
to me so I can send my Xbox in for repairs.
Nov 16th - I call support asking where my box is. They tell me I'm
not getting a box, I'm actually getting a replacement hard drive. He
said it usually takes around 7-10 business days so wait a little
longer.
Nov 19th - This is the 10th business day and I never got a hard drive.
I call again and they tell me they don't ship hard drives until I
send them mine first. I talk to a supervisor that says he'd review my
customer support phone calls and call me back the next day with a
resolution.
Nov 20th - I never get a phone call from the supervisor. I talk to
another supervisor and she says they have no record of a phone call
that occurred the previous day. She tells me I need to send in the
hard drive and I have the option of either getting the shipping label
to do so sent to my email or postal mail. I tell her to send to me
through postal because I never received any of their emails.
I write an official complaint letter at this point because I assumed
the nightmare was over.
Nov 26th - I call Xbox support again to confirm that a shipping label
is getting mailed to me. The rep tells me they take 7-9 days. So I
would be receiving it the next week.
Dec 1 - I call Xbox support asking if my label has shipped. The rep
tells me I'm not receiving a label. I need to mail my hard drive in
to a facility that was not once mentioned in the past month. He gives
me the address to the facility and all the questions about why
everyone has lied to me were met with nothing with "I'm sorry but this
is the process".
So a brand new Xbox has been broken since day 1 and I can't do
anything but keep calling support and getting a different story
everytime.
Nov 6th - I call support. They tell me I'm going to get a box shipped
to me so I can send my Xbox in for repairs.
Nov 16th - I call support asking where my box is. They tell me I'm
not getting a box, I'm actually getting a replacement hard drive. He
said it usually takes around 7-10 business days so wait a little
longer.
Nov 19th - This is the 10th business day and I never got a hard drive.
I call again and they tell me they don't ship hard drives until I
send them mine first. I talk to a supervisor that says he'd review my
customer support phone calls and call me back the next day with a
resolution.
Nov 20th - I never get a phone call from the supervisor. I talk to
another supervisor and she says they have no record of a phone call
that occurred the previous day. She tells me I need to send in the
hard drive and I have the option of either getting the shipping label
to do so sent to my email or postal mail. I tell her to send to me
through postal because I never received any of their emails.
I write an official complaint letter at this point because I assumed
the nightmare was over.
Nov 26th - I call Xbox support again to confirm that a shipping label
is getting mailed to me. The rep tells me they take 7-9 days. So I
would be receiving it the next week.
Dec 1 - I call Xbox support asking if my label has shipped. The rep
tells me I'm not receiving a label. I need to mail my hard drive in
to a facility that was not once mentioned in the past month. He gives
me the address to the facility and all the questions about why
everyone has lied to me were met with nothing with "I'm sorry but this
is the process".
So a brand new Xbox has been broken since day 1 and I can't do
anything but keep calling support and getting a different story
everytime.
Source(s): You must login or register to view this content., and Game News HQ
12-02-2010, 10:59 PM
#4
ZoneHD
Shiver do you lift?
Feel sorry for ya mate.
My support person was actually quite cool and mellow.
Took 20 mins for me to get through the info through.
Kept asking me for my serial but it ripped off when i opened me xbox so he just said its cool but they will charge for repair.
But it was alright cause they didnt
My support person was actually quite cool and mellow.
Took 20 mins for me to get through the info through.
Kept asking me for my serial but it ripped off when i opened me xbox so he just said its cool but they will charge for repair.
But it was alright cause they didnt
12-02-2010, 11:03 PM
#6
AgentDragonPig
BLoODz-DrAgOn
Dont mean to start a war here but, this is where i LoL at xbox fanboys... Im just sayin!
The following user thanked AgentDragonPig for this useful post:
12-02-2010, 11:04 PM
#7
Glitch3r
As Ballin As Possible
I love Microsoft support.
I was a 3rd year Xbox 360 owner back in 2008, and I just had my first occurrence with the RRoD error, after two and a half year of constant gaming. I called support, and got through immediately. The guy I talked to was very friendly and helpful. He asked me about my console info, and I provided it. Next day, a truck came all the way up to the mountain where I live, just to pick up a single Xbox 360 console. Seven days later, it's back, and fully repaired.
It took only a week for the console to be transported all the way to Germany from Norway, repaired and back.
Second time I called support, was when I was cancelling my subscription to Phantasy Star Universe (Xbox 360 MMORPG). I called, gave the guy my gamertag information and the last digits of the credit card that was linked with the purchase, and he removed it instantly.
Third time I called support, was when my brother forgot his e-mail address for his gamertag, and I called to get it back. I called, and as usual got right through, gave the support the information required for them to hand out the name of the e-mail address the account had been signed up with, and got it without waiting in line or anything similar to that.
I was a 3rd year Xbox 360 owner back in 2008, and I just had my first occurrence with the RRoD error, after two and a half year of constant gaming. I called support, and got through immediately. The guy I talked to was very friendly and helpful. He asked me about my console info, and I provided it. Next day, a truck came all the way up to the mountain where I live, just to pick up a single Xbox 360 console. Seven days later, it's back, and fully repaired.
It took only a week for the console to be transported all the way to Germany from Norway, repaired and back.
Second time I called support, was when I was cancelling my subscription to Phantasy Star Universe (Xbox 360 MMORPG). I called, gave the guy my gamertag information and the last digits of the credit card that was linked with the purchase, and he removed it instantly.
Third time I called support, was when my brother forgot his e-mail address for his gamertag, and I called to get it back. I called, and as usual got right through, gave the support the information required for them to hand out the name of the e-mail address the account had been signed up with, and got it without waiting in line or anything similar to that.
The following 4 users say thank you to Glitch3r for this useful post:
12-02-2010, 11:15 PM
#9
born2destroy
Banned
Wen my bros ps3 broke I rang Sony up they sorted it all next day they brought me a new ps3 and took my broken one away. My guarantee was just up but as a good gesture they did it 4 free
The following 3 users say thank you to born2destroy for this useful post:
12-02-2010, 11:27 PM
#10
I'm telling you, Microsoft is going down hill...they just keep digging themselves a bigger hole. When my ps3 broke over a year ago I called Sony, they said it would take about a month once I send the ps3 in. 2 days later I receive the box to ship it in...expecting to not have a ps3 for a month I am surprised when I come home just a week later and a new ps3 is sitting on my doorstep. Although I had to pay to get mine repaired because it was out of warranty, the service was outstanding!
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