call for help - stuck in xbox360 support hell

Steadtler · 2009-08-20T11:59:49

I have a call for help if *anyone* reading the lounge has some pull or a friend that has some pull at Microsoft's customer support. Here's the story: Bought a Xbox360 a year and a half ago. About mid-june this year, I get the RROD. I thought its not a big deal, thats why they increased the warranty to 3 years right? So I send it back to get a replacement. Long story short, there were some problems (on their side) and it took about 2 weeks to get a replacement back. I open the box and I see a white console. Uh? I had sent them a gray elite and they sent back a white Core or Pro I dont know, but the power wire doesnt match and theres no hdmi on it, so its useless to me. I call them and they say send it back, well send you the correct one right away. Before I can do that, the next day, I get a call from a "resolution specialist" telling me to wait for a "specially labeled" box because if I send it back to the repair center they'll just send me another core. Fine, I play nice, wait a week and a half for the box, and send the incorrect console right away. By then its been almost a month since I first called them about my RROD. But then I wait and wait and get no news. I call them, they tell me they've received the incorrect console and will send my Elite "soon". Why not "now" or "yesterday" I ask them, and they tell me they have to wait for some "updates" and follow the "process". And its been going on for an additional 3 weeks. So to sum it up, Microsoft acknowledge that they own me a replacement elite, but refuse to send it to me. I seem to be stuck in some hellish administrative loop at Microsoft and its been going on since mid-june. Im a game developer, I have 3 released xbox360 titles with more on the way, but I can't even play them at home. And I dont know what to do anymore. I could deposit a complaint at the provincial Customer Protection Bureau, but these things takes forever to be treated. So Im trying my luck with the community. If *anyone* can offer any help or counsel, I would be most grateful. Gaming season is coming up and its really sad to be the only one at work who hasn't played the latest games. I can't even watch DVDs... Anyhow, thanks for reading!

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Started by Steadtler August 10, 2009 05:15 PM

20 comments, last by Pedigree_D 15 years, 2 months ago

Steadtler

Author

220

August 20, 2009 11:44 AM

Quote: Original post by Pedigree_D
Quote: Original post by Steadtler
If anyone is curious, I finally got my box back. It took exactly 50 days, 18 phone calls, 4 trips to UPS and 1 formal letter advising them to send the damn thing or face legal procedures.

Congratulations!! So, hastle free customer service then?? lol One of my two jobs is working for one of the two top video game retailers and we get a lot of RROD's every day and we replace them on the spot. If it happens again then i would just argue it out with your retailer using the information others have posted here. Much easier.

Why the trip to UPS 4 times?

I moved and now live 6000km from the retailer, so that wasnt an option.

The 4 trips were:

1st to send my broken xbox
2nd to get the incorrect xbox they sent me
3rd to send back that box with the "specially labeled" box (handwritten label!)
4th to get the correct one back

I work during the day, so I can never receive my packages directly, I need to drive 10km to go to the ups/puro depot each time.

Pedigree_D

126

August 20, 2009 11:59 AM

Quote: Original post by Steadtler
Quote: Original post by Pedigree_D
Quote: Original post by Steadtler
If anyone is curious, I finally got my box back. It took exactly 50 days, 18 phone calls, 4 trips to UPS and 1 formal letter advising them to send the damn thing or face legal procedures.

Congratulations!! So, hastle free customer service then?? lol One of my two jobs is working for one of the two top video game retailers and we get a lot of RROD's every day and we replace them on the spot. If it happens again then i would just argue it out with your retailer using the information others have posted here. Much easier.

Why the trip to UPS 4 times?

I moved and now live 6000km from the retailer, so that wasnt an option.

The 4 trips were:

1st to send my broken xbox
2nd to get the incorrect xbox they sent me
3rd to send back that box with the "specially labeled" box (handwritten label!)
4th to get the correct one back

I work during the day, so I can never receive my packages directly, I need to drive 10km to go to the ups/puro depot each time.

Wow, well im happy for you that you finally resolved the issue. Didn't realise what a pain in the ass it was!

call for help - stuck in xbox360 support hell

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call for help - stuck in xbox360 support hell

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