Xbox Support = Staffed by Morons - Now in Round 2

[Antithesis]

And here I was pondering buying an XBox 360 for my next console ... I'll put this into the "huge Con" side of the ledger.

[TheDragon]

Originally Posted by photon

So it's been almost two weeks and they still haven't sent a box. I call and they only ever tell me to call again later for an update.

Is there any way to cut through the crap?

They're probably just roping you around and around in hopes you'll get disinterested and stop calling.

Have you talked to any of the floor managers or anybody yet?

Otherwise, I suppose you could always threaten to go to the media. In a war between 3 huge consoles, I'm sure Microsoft definitely does not want any red X's beside their name.

[photon]

I guess I could, I hate being "that guy" that runs to the media though, it sounds so stupid.

I did talk to a supervisor once and they told me exactly the same things.

I'm pretty sure they all have zero power and zero information, and the process is just horribly flawed.

EDIT: The guys in the office say I should buy a new one, then return it as defective with my old broken one in the box. That seems like it will come back and bite me some how.

[TheDragon]

Yeah, it's probably not worth your time, either. They'll probably just exchange the defective one for a new one, leaving you with two new 360s. I suppose you could always sell one on eBay or something, though.

I dunno, man. I've always had pretty good service with Xbox whenever I needed to call in. It seems weird it's taking them so long to handle this kind of thing, and that they really don't have an answer for you.

[photon]

Lol actually I meant actually returning the defective one for a full refund, not an exchange.. so I end up with a new one and the store ends up with a defective one to return to FS.

Course then if I need to use my extended warranty they'll ask where the new serial # came from, and deny my warranty. Or send MS goons to break my legs.

Yeah a guy in my office had his Xbox 360 exchanged in 4 days.

[BlackArcher101]

Originally Posted by photon

Lol actually I meant actually returning the defective one for a full refund, not an exchange.. so I end up with a new one and the store ends up with a defective one to return to FS.

The store wouldn't return it though. If you bought a new one, put the old one in the box, then returned it, they would restock it as an opened item then sell it again. The poor sucker who buys it will have a non-working xbox out of the box.

[photon]

I'd return it as DOA though, saying that it was dead when I tried to run it, so they'd just return it to Microsoft as DOA. Lots of stores will take an opened item for a full refund. Of course when it gets back to MS and they look up the serial #'s and figure out what happened probably.

I'd normally never even consider doing something like that, I'm just really frustrated.

[Coelah]

Originally Posted by photon

I'd return it as DOA though, saying that it was dead when I tried to run it, so they'd just return it to Microsoft as DOA. Lots of stores will take an opened item for a full refund. Of course when it gets back to MS and they look up the serial #'s and figure out what happened probably.

I'd normally never even consider doing something like that, I'm just really frustrated.

One flaw to that is that the serial number is on the box as well. If a store employee looks under the tab and tries to match it to your console, you could be making a trip to the local police station. Most stores are taking a hard stance against return fraud.

I don't know what MS's problem is with getting a box out to you. The only thing you really can do is keep asking to speak to someone higher up until you get your answer and refuse to call back later or not be transfered to someone higher. Keep reiterating your dissatisfaction to each person you talk to. Eventually you'll get ananswer and with all the trouble you've had, might get a free game thrown in as well.

[jar_e]

Originally Posted by photon

I'd return it as DOA though, saying that it was dead when I tried to run it, so they'd just return it to Microsoft as DOA. Lots of stores will take an opened item for a full refund. Of course when it gets back to MS and they look up the serial #'s and figure out what happened probably.

I'd normally never even consider doing something like that, I'm just really frustrated.

I have no idea if this is the norm for retailers...but at Wal-Mart tonight they are no longer accepting returns on Xbox360's, PS3's, etc. They insist you go through the manufacturer...just thought I'd pass on something I saw tonight.

[photon]

I FINALLY got a tracking number for the box. She also told me that it looks like the box wasn't ordered until Friday, she said it looks like they accidentally put on the file that I was sending it and they were waiting for it.

So why couldn't the previous 5 people I spoke with tell me that???

At least it's on its way.

[Andrew]

Originally Posted by photon

I FINALLY got a tracking number for the box. She also told me that it looks like the box wasn't ordered until Friday, she said it looks like they accidentally put on the file that I was sending it and they were waiting for it.

So why couldn't the previous 5 people I spoke with tell me that???

At least it's on its way.

thats what they told me to.... and the same thing happened.

[Coelah]

Originally Posted by photon

I FINALLY got a tracking number for the box. She also told me that it looks like the box wasn't ordered until Friday, she said it looks like they accidentally put on the file that I was sending it and they were waiting for it.

So why couldn't the previous 5 people I spoke with tell me that???

At least it's on its way.

Good news.

Someone screwed up and now they're covering their asses.

Update us on how long it takes to get one back. I'd be interested.

[ernie]

In all honesty most customer support for most companies is completely useless. Microsoft certainly isn't the only one.

It sucks when it happens to you but it shouldn't be unexpected. Many many generally incompetent people who have trouble holding down any jobs staff customer service departments.

[fizzydrink]

I'm not sure that's entirely it, Ernie. They aren't given the information they need a lot of the times to get the job done.

[LockedOut]

I saw this article and was reminded of this thread.
http://www.1up.com/do/newsStory?cId=3160603

I found this comment pretty funny.
http://www.1up.com/do/userFeedbackDe...223160&ct=NEWS

[ernie]

My 360 died abit back. Turns out that despite waiting for a few months so i didn't get a launch one I managed to buy a launch console. Must have been found in some warehouse corner somewhere.

My experience with microsoft support was nothing but positive.

Phoned them on a Monday afternoon, got the box Wednesday morning. It was received at the repair depot on Thrusday morning. I was told on the phone to wait 10 business days from when i made the initial call, even though the sheet sent with the 360 said to wait 15 business days. I waited for 10 business days and didn't have my 360 back. I phoned and mentioned I hadn't received an update or the console and it was day 11. They immediately checked into it and on day 12 I had a replacement console.

No hassles and no real problems at all.

[photon]

Everyone in our office that has a 360 has now had them die and been replaced at least once. 4 for 4.

[ernie]

Originally Posted by photon

Everyone in our office that has a 360 has now had them die and been replaced at least once. 4 for 4.

No doubt they make gaming consoles as disposable units nowadays. The PS2 was disposable and if given a longer lifeitm I think we'd have seen the original Xbox was essentially disposable. Gone are the days where you could smack your NES system hard when a game beats you. No longer can you fire the controller into the floor in disgust have it bounce back into your hand and continue playing (time and time again...damn you Mike Tyson Punch Out!!!!!)

I noticed on the boards the PS3 problems are starting to pick up as well. Lots of hard drive failures, increasing instances of game freezing, etc. etc. etc.

[JimmytheT]

Originally Posted by ernie

No doubt they make gaming consoles as disposable units nowadays. The PS2 was disposable and if given a longer lifeitm I think we'd have seen the original Xbox was essentially disposable. Gone are the days where you could smack your NES system hard when a game beats you. No longer can you fire the controller into the floor in disgust have it bounce back into your hand and continue playing (time and time again...damn you Mike Tyson Punch Out!!!!!)

I noticed on the boards the PS3 problems are starting to pick up as well. Lots of hard drive failures, increasing instances of game freezing, etc. etc. etc.

I have no data to back this up, but I think Nintendo machines, tend to have the lowest failure rates.

[BlAcKNoVa]

This is pretty scary... http://www.360-gamer.com/news.asp?id=1143