Microsoft Corporation Complaint - Long on promise short on delivery (literally)
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...kinda 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# 1148933177 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 juf. 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 cannonical 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 "Micheal" 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...thats what I told him.) He then proceeded to tell me that he could investigate by reviewing the transcript, "if they are available" it but it would take longer and I might as well just send it in... In other words "tuff $H*T". 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 Micheal that rather than sending one in I was going to purchase a another unit ( I know thats 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. Unit then I have a few hours to burn, Google to use and I can cut and paste this.) caveat emptor...