Wow. Dealing with Microsoft on an Xbox repair is about as much fun as plucking nose hair. My first Xbox failed after 3 years and would cost too much to fix. Being loaded down with expensive Xbox games, I pretty much had to get a new one. Bought it from Amazon on October 23rd of 2012. December of 2012 and my Xbox heeded the Mayan calendar and ended its world. Not even 3 months old.
Researched on the web and found it's a fairly common problem with the power supply being a POS and it would have to be replaced. Sounds simple, right? Hardly... The only recourse offered by Microsoft was to send the Xbox to Laredo, TX (where it evidently runs across the border to Mexico) so they can fix it. Instructions specified NOT to send the power supply or any other accessories. I knew if I did send that in I would get back an Xbox that possibly now works, but has no power supply. So I followed instructions.
4 weeks later I get it back. With the neat little note inside that says they didn't do anything to it because it wasn't broken. A little fact here.. I had put a note in the box saying that it was the power supply and I would need that replaced. I assume this was thrown away without even being looked at.
So, 5 days ago, I actually got a kid on the phone from Microsoft support. He agreed that I have been jacked around for weeks on this and a little customer service might be in order. He said he would TRY and get them to drop ship me a new power supply without me sending in the old one. Admittedly, he did say TRY when I called him on it.
Today I get email from them, pretty much telling me their policy is not to do nice things for anybody and if I wanted this POS fixed that I had to send in the old one first. They then told me that they were doing me a giant favor and including a return shipping label so it wouldn't cost me to ship. While that is somewhat helpful, it doesn't address any of horrible customer service issues they've handed me up to now. This guy even had the audacity to imply that I should be going through Amazon to get this fixed? Really?
Do yourself a favor. Get a PS3. I have no idea if Sony is any better, but they darn sure couldn't be any worse. Last Microsoft product I will ever buy.
UPDATE: Got an email from MS today saying they were sending me a new power supply and that it "would ship within 10 days". I have already used their truly magnanimous offer of a free shipping label and sent the old one in, but they couldn't have known that just yet (I only sent it about 20 minutes before I got the email). We shall see...
MS finally came through with the power supply after 6 weeks of me already knowing that I needed one. Works as is supposed to for now.
After purchasing a XBOX 360 (the newer S version) I started having problems with the power brick losing power and displaying a red light (according to the folks at the retailer the internal breaker was going off). Needless to say, the retailer didn't have any to swap out and recommended that I contact Microsoft. I did so and the support representative informed me that I would have to send in the brick so they can send me a new one. I was hesitant, seeing that I had only been using this unit for less than a month, but I was ready to to do so.
Right before getting off the phone, I inquired about some options that would minimize my downtime. I was told that they could send me a new brick and a box as well in order to ship the old one back. (Hey I figured I just shelled out some money to get the console, it didn't make sense that I pay more to get it fixed... kind of like going in for a warranty repair on your vehicle and them charging you money to drive it to the dealership... but I digress.)
Being satisfied with my encounter, I resigned myself to waiting... Well five business days go by and still nothing. Thinking to myself that the ice storm we had may have slowed down the shipment, I waited another day or two. Well then I followed up via the website (ref # ** in case you're curious) and promptly received a call that they were still waiting for my power brick. Thinking to myself that I could call and they could look up my transcript from the previous support representative and get all this cleared up in a jiffy.
Well I couldn't be further from what was to happen, the first representative decided to not only put me on hold X3 (politely I may add) then he begins to spout policy like it was canonical scripture. I informed him that I was aware of the return process in place but I was also informed of there ability to replace the broken item as well (which I was promised).
Not being satisfied with the answer, I informed him that this is not a personal attack but I wanted to escalate this issue to his manager. I was informed that he was in a meeting and would return my call within the next 2-4 hours. Well surprisingly enough, a gentleman named "**" who was alleging to be a manager basically told me that that is the process in which they do things. When pressed about the sending power bricks to users I was told that as of January they no longer did such things (convenient huh... that's what I told him).
He then proceeded to tell me that he could investigate by reviewing the transcript, "if they are available" but it would take longer and I might as well just send it in...in other words "tough **". At this point it was no longer about getting what was promised to me, it was about customer service. Hey I don't live in a glass house, I have been involved with Tech support and been around a lot of call centers, so my initial expectations were low. But this was a true slap in the face and I feel I owe it to all the people out there to realize that no matter how they spin the idea of having great support, the only thing they are interested in is the all mighty dollar (no surprise there huh?).
So I told ** that rather than sending one in, I was going to purchase another unit (I know that's what they want me to do... but I have too much invested in games... for now at least ) and asked him to escalate it further. We'll see if they will bother calling. Until then I have a few hours to burn, Google to use and I can cut and paste this.) Caveat emptor...
TUCSON, ARIZONA -- This whole ordeal started at the end of March, I located on a forum that I visit an Xbox 360 for sale with the red rings of death. I understood that there was a chance that the sticker would be removed and Microsoft would be unwilling to repair it, but I looked into it and the warranty had never been voided and everything was good. I received my 360 from the person that I purchased it from, and all seemed to be well. I called Microsoft's Xbox Repair line the moment that I received the console, I spoke with a gentlemen there and was informed that despite that I had bought it second-hand everything would be alright and the console could be repaired no problem.
I was overjoyed, my purchase of $65 seemed to be a godsend. After that, I received the box to ship the console back to Microsoft and sent it away immediately. The service center received the console on April 5th, again, everything seemed to be flowing smoothly. I noticed something weird when on Apr 10th, I received an email from the service center saying that I had never sent the console.
I double-checked the UPS tracking number from the box and saw that it did indeed arrive and wondered what was going on. I checked their website, service.xbox.com and found the status had not been updated; I was concerned, no information had changed and everything seemed like it didn't happen and so I called their service department.
The first time that I called Microsoft, they told me that they had indeed received the Xbox and it was under repairs. Feeling elated, I dismissed it as just technowizardry not working the way in which it was supposed to and went along. I waited until 4/18 to call again, not having heard anything back from Microsoft and not seeing the website ever updating was cause for concern. I spoke with a representative there, whom this time could not find any information about the console. I gave him my reference #, and nothing had ever been updated in the system despite what the first agent had told me.
I started to get a bit upset at this point, things were starting to get kind of sketchy. The agent ended the conversation by telling me that he knew nothing about anything that was going on, and they would have to contact the actual service center. The agent then informed me that there would be a 3-5 business day wait until the service center replied and then they would know more. I asked the agent why there would be such a long wait to which he gave the eloquent answer of, "I don't know." He seriously said, "I don't know."
I pushed further, to which his only response was that he honestly had no idea how the system worked. After speaking to a supervisor and receiving the exact same answer, I was frustrated. It appeared that in some strange twist of feline quantum mechanics, I had been sold Schrodinger's Xbox.
I called the service center again on 4/23, figuring that would be plenty of time for them to locate the console and figure out what's going on. The agent whom I spoke with that day was kind enough, she never gave me an answer of I don't know but instead was never even able to locate the order in the system. I gave her the repair number, which she could not find and I gave her the UPS tracking number (which as of right now, still works).
The order was again escalated to the repair center and I was told that it would be taken care of. She informed me that I was likely to receive my console this week and nothing would be wrong, they had just not yet determined whether to send me a new console or repair the old one. Again, Microsoft lead me to believe that everything was okay. During this entire time, I had made no mystery of the fact that the console was purchased second-hand.
Yesterday, on 5/02, I had not received my console. I had received no word from Microsoft, and no contact. Again, I contacted the repair center. I spoke with a gentlemen there, and was informed that they had again received no information as to the whereabouts of the console. He informed me that it had been "esclated to the highest level" and that a supervisor would be calling me within the next 24 hours. Despite being angry, I agreed that this would be okay. 24 hours later, I had received no call. I called them.
I originally spoke with an agent at the center with the pseudonym of **, he found that the service center had finally responded but escalated the call to a supervisor. The supervisor, **, proceeded to inform me that the service center was now requesting a proof of purchase from me and if they did not receive it they would be returning the console unrepaired. I was livid. I had made no secret that the console was purchased second-hand, being so far as to be outright about it at the first call.
I told Jose about what his original agent had told me, but he remained unpersuaded, I would be shafted and given a broken console in return. It took this department 28 days from the date of reception to go so far as to merely request a proof of purchase, I offered them the proof of purchase of secondhand but obviously, they would not accept this. I asked to speak to **'s supervisor and was told that despite that they were indeed there, they did not accept calls and I would not be allowed to speak with them.
I asked ** if there was anybody else whom I could contact for an alternate opinion who would be above him, and was told that my only option was to call the service center again and hope to speak to another supervisor. I asked ** for a list of information regarding the console and was denied. ** made absolutely no effort to help, their entire company strung me around with absolutely no help. It took me 28 days just to get an answer from them.
28 days of being told that everything was okay, being told that repairs were underway. Because of this call center's approach, and their assurance that it was indeed being repaired, I went ahead and purchased games and accessories for the console none of which I will be able to use. As of right now, everything that I have purchased for the console is a total loss. Microsoft's complete lack of customer service is a flagrant disregard for the responsibility which they hold as a large corporation. As for me, their products will not be being recommended to anyone. Thanks for reading.
THE COLONY, TEXAS -- I purchased an XBOX 360 on Sept. 1st, 2007. On or around November 25th, I contacted XBOX to let them know that it was not working and they agreed to fix it. The turnaround time was excellent and that is not my complaint. I thought my mfr warranty was up in 90 days but it was actually up on March 3rd per the XBOX customer service rep. When we received the repaired console back (in Dec.) it was still not working so we called again. We were told to call back in 3 to 4 hours because their computers were down which was fine even though this is Microsoft.
So when we called back, we were told that the cable we needed would not be here for 6-8 weeks (looking at Feb.) which was a very big problem considering that this machine broke only after two months and now we were told we would have to wait another month to month and a half for a part. My son would have a system that worked less than half the time we had it.
My husband took issue with this and somehow they were able to get us a cable in a week so why they said 6-8 is beyond me. I told my husband to verify with this tech if our warranty was really March 3rd and he re-confirmed this. He told us not to mail the $49.90 until then because we would be wasting money if we did it sooner. I was prepared to mail it in December when I talked to him.
Here is where I have a problem. I wrote the check and mailed it first thing in the morning on February 27th. It was picked up at 9 AM that morning. This would allow 6 days, 5 of which were business days to get from Texas to Washington. Yesterday (April 24th) I get my check back, telling me that they can't process it because the warranty was up. When I called and talked to Customer Service, they told me that it probably didn't get there until March 3rd or later. I told them that first of all, they need to pay attention to the post marking and second of all, they can't deny me based on an assumption on their part.
My next question to her was why did this letter dated April 21st, post-marked April 22nd, land in my mailbox on April 24th. I asked to talk to her supervisor. The supervisor told me the same thing...the letter "probably" didn't get their until too late. I asked her how could she argue a couple of days that may or may not have happened when it was the Microsoft people who told me to wait the additional 3 months and she also didn't know what to say to me when I told her that I received their letter in 2 days, but they are trying to tell me that they couldn't get mine in 6 days.
Then when I asked to talk to her boss she told me that I couldn't talk to anyone else and that the warranty group made the decision, so I asked for the warranty groups phone number. She said she wasn't allowed to give it out so I asked to be transferred and she said that they didn't have a phone number, only an address. I then hung up on her. This is unacceptable. I have all of my reference numbers including the one for this call and if they really do record messages, they can look it up and confirm that this is all accurate.
I will never buy another MS gaming product again and I should never have strayed away from Playstation. My son used his Playstation from the age of 11 until 16 with no problems at all and he was very rough with it. Xbox can't even last 2 months, barely played, never moved from its position, and only touched by a 16-year old, no children. I'm also really sick of having to talk to someone in another country who I can't hardly understand whenever I have to call most companies about anything.
I recently bought a new Xbox-360 w/ Kinect for our family. After buying a 2nd cordless controller, games, etc... gaming gurus will agree that this is no chump change. My son educated me on the versatility of the unit, i.e. live gaming with others online, Netflix, Facebook, YouTube, and a host of other really cool facets. The only requirement is an Xbox Live card. It's basically a prepaid card that allows you to access all the aforementioned features and many more.
We are a family of four. We all took turns creating our individual user accounts, and then entered the 25-digit pin from the Live card. Imagine our chagrin when we found out that it only covers one user, and not the entire gaming unit. You would think that a card activates the unit as a whole, but that couldn't be further from the truth.
My complaint isn't in false advertising or fine print, since I later found out that there are family packs available on the Live cards. Microsoft is in fact being upfront and honest, but it still doesn't "feel right". I have since read numerous complaints on various forums about the general disdain for this tactic. JMHO, but I think that there shouldn't be anything that charges for each individual account user profile on the system.
I found myself in the dilemma of classifying this as an informative or a complaint. I chose the latter because it just doesn't sit well with me as a consumer. Whether it's right or wrong, or regardless if I had known about it beforehand, it still just doesn't seem right.
I got an Xbox 360 on 1-30-07. It only worked for about 4 months then the three red lights happened. I sent it in, got it back without the games. I downloaded two of them then it stop reading the games. I did not want to send it in once more because it took them four weeks to get it back to me. After getting tired of trying to get it to work disc after disc, new game after new game, I called back. They had told me the first time when the red light problem happen that I had a three-year warranty on the Xbox.
When I get on the phone with them they tell me that it only applies to the red light problem and they will only fix it for $99.00, when they should have fixed the problem the first time and now the Xbox 360 is only $200.00. What kind of crap is this? I also talked to **, a supervisor at Xbox and he hung up on me like I was not going to be pissed off after spending $437.13.
PS3 is the way to go. I might be nobody and I always let things go - not this time. I also talk to **, a representative who was no help, then another sup named ** who was no help. So if I want my $437.13 Xbox 360 to be fixed, it will cost me $99.00 when now they are already $200.00. So I can pay another $100.00 and get a new one or give them 99.00. Xbox 360 is a piece of crap - do not buy on PS3 is the way to go. How many people have been ** by the Xbox 360?
ILLINOIS -- This is the third Christmas that I will have to either ship back and pay for repairs or go out and start over and buy another new one and get a replacement warranty on it. Does Bill Gates think that if they make a product that lasts two or three years, perhaps they will go broke? I feel a game system should last longer than a year. Here I have gifts wrapped for my son (games) just like last Christmas and again our Xbox broke tonight. This is a teenager not a younger child. He is not abusive to it. I am furious about this and Xbox doesn't seem to care.
INKSTER, MICHIGAN -- The Xbox 360 is the greatest manufacturing failure since the Edsel. I bought a 360 in June and had to replace it in September. When the piece of crap broke down again in November, I simply returned it for a new one and traded it to Gamestop for a Playstation 3.
All the while, I was treated with disrespect and incompetence when dealing with Microsoft customer service. I bought 1600 live points, tried to activate them, and was informed that the points had already been used. I called customer service and, after being put on hold several times for 30 minutes (the last time with the phone hanging up on me), I was finally told to "go ** myself" by the service staff. It's too bad, really. I enjoyed the games and Xbox Live experience, but your historic failures in quality control and customer service training have solidified my lifelong allegiance to Sony and Nintendo. Oh, and go ** yourself, too.
I contacted Xbox 360 almost 5 weeks ago to have my unit repaired under warranty. I was told that the total turn around time was 2-3 weeks. It is now going on 5 weeks and no unit yet. I am now told it may take another 4-6 weeks to repair it. This is not a timely repair as you described it would be. You must have an enormous amount of defective products. You sold a unit that had a major design flaw. The 3 red lights of death has plagued the unit since it came out. Microsoft sold a flawed product that was quickly made to make the most money. Do not send e- mails that promise a timely repair and then take 2 to 3 times that amount of time.