Microsoft Corporation Complaint - Failure to provide extended warranty.
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 turn around 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 9AM 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 it's 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.
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