Xbox Support = Staffed by Morons - Now in Round 2

[photon]

So I still have no idea where my Xbox 360 is, lost within the bowels of Microsoft I guess.

I can't believe how inept their support staff are. I called last week to get a status update, and was told their support centre hadn't updated the status yet after having it for almost a week. Fair enough, can they contact the support centre? They try but can't but start a trace to get the info.

So I call back at their instructions to get that update, they have no record of me calling last week, no trace, no nothing. I have to go though the whole process of giving him the tracking #, waiting 10 minutes while they try to figure out how to track a package in Canada, finally step them through it, and have them give me the whole same line of they don't have any info, they'll contact the repair centre, "Call back in 24-48 hours and we will have an update".

My console was supposed to be exchanged, not repaired.

The whole time dealing with them is painful, it's like they rounded up gohpers to man their support centres.

[SpitFire40]

Store bought replacement plans FTW... I'd never get a manufacturers warrenty. Thinking about dealing with them , shipping the product back and forth gives me a headache.

But yes, Xbox support is awful.

[OILFAN #81]

Originally Posted by photon

So I still have no idea where my Xbox 360 is, lost within the bowels of Microsoft I guess.

I can't believe how inept their support staff are. I called last week to get a status update, and was told their support centre hadn't updated the status yet after having it for almost a week. Fair enough, can they contact the support centre? They try but can't but start a trace to get the info.

So I call back at their instructions to get that update, they have no record of me calling last week, no trace, no nothing. I have to go though the whole process of giving him the tracking #, waiting 10 minutes while they try to figure out how to track a package in Canada, finally step them through it, and have them give me the whole same line of they don't have any info, they'll contact the repair centre, "Call back in 24-48 hours and we will have an update".

My console was supposed to be exchanged, not repaired.

The whole time dealing with them is painful, it's like they rounded up gohpers to man their support centres.

Oh man, you got to here my friends story on Xbox support. I'll tell the user "Andrew" on CP to post his story here. It's like a million times worse. It's so bad it's actually funny that it could have happened to him.

[photon]

Well mine isn't done yet!

[Inferno]

I had a slight problem with support in regards to replacing a controller.

A couple weeks ago I phoned and was told I would recieve a new controller under the console warrenty and that if I didnt get it within ten day to call back. I phoned last week and was told that it never was processed and that I needed to send the controller first and then they would send a replacement from Ontario. But then a few hours later I recieved an email saying that a replacement had been shipped out. I recieved it Friday via Airmail.

The weird thing is the controller looks nicer than the one I had and the other controller I have. The grey on the bottom is more shiny grey instead of plain silver and also on the power button it's faintly lit to show you that it's controller 1. Maybe it's a new model?

[I-Hate-Hulse]

Ugh - this is why I try and buy my consoles from Costco if possible. No hassle exchanges.

[CarlW]

Check out this story, just bad customer service.

http://www.consumerist.com/consumer/...red-220997.php

[Inferno]

Originally Posted by CarlW

Check out this story, just bad customer service.

http://www.consumerist.com/consumer/...red-220997.php

Wow, what an idiot. Despite the problem I had atleast the two women I talked to plus the guy I talked to when I first applied for the warrenty were very polite.

[Peanut]

I camped out overnight for a Wii. So far, no problems except for extreme awesomeness.

[CarlW]

Originally Posted by Peanut

I camped out overnight for a Wii. So far, no problems except for extreme awesomeness.

I've found that Nintendo's systems rarely have any sort of hardware failure (the remote straps don't count! ) and they also have great customer service if the odd thing does happen.

[photon]

What a terrible system they have.

So after two weeks of "we have no update, I'll send them an email", my replacement console shows up.

Except it's DOA. Works fine for 10-15 minutes and then freezes (except Lost Planet demo, which freezes after 2 minutes).

So I call them back, another few hours of going through diagnosing the problem with them. Finally they agree it needs to be sent back in.

Except this time I can't even send it back, I have to wait until THEY send me an empty box!!? No advance shipment. I can't even use the box they sent me the replacement in. "That box isn't valid anymore" was their exact words.

"This time I'll send an email to them to have them send you a 100% working Xbox". How dumb is that comment??

[Andrew]

yeah those guys are morons at xbox.

To make a long story short. Called them 10 times. Said they fixed the problem like 5 times. They told me they would send me a box the first time I called. Next time they told me they don't send boxes. then they said they woudl send a box. Then the box never arrived. Called again. and again.


Nobody could speak english. everything was read off a screen, scripted sooo badly you wonder how dumb these people are. have they seen an xbox? I asked to speak to a supervisor like 4 times at least... got this sort of response half of the time.


"Andrew, I three way you I mean uhhhh conference you to my supervisor" a few minutes later "let me introduce you to my supervisor lee annnne, she work for xbox and help solve your problem. leee annne this my customer andrew... he have problem with xbox" honestly it was that bad... no exaggeration. Poor english, incompetence and utter stupidity. The supervisor didn't even fix the problem.

took them two months to get the xbox back. But the good news it did come back.

[Draug]

Wow, Photon... That sucks.

Wanna buy my PS3 so you have an HD console to play over the holidays? It is over in the Buy/Sell! LOL

I have been thinking of getting a 360, but just when I get close, I come across a nightmare story like the ones in this thread. I'll hold off again...

So far so good with my PS3, but only time will tell....

[photon]

But the games are sooooo good! Just started playing Dead Rising, half way through Enchanted Arms (great except for random encouters, boo!), and also just starting Gears of War!

Plus I still have to finish Ninja Gaiden Black, Jade Empire, and haven't even cracked open Soul Calibre II.

If I get another console it'll be a Wii.. but I'd better be prepared to sleep on the couch for a month if I do that. Twilight Princess might be worth it

[MissKat]

Originally Posted by SpitFire40

Store bought replacement plans FTW... I'd never get a manufacturers warrenty. Thinking about dealing with them , shipping the product back and forth gives me a headache.

But yes, Xbox support is awful.

btw OP, all they do is exchange it for a refurbished.

[Coelah]

I had the opposite experience. Had great service. The reps I talked to, all were North American. Got my shipping box in 2 days, and got my replacement 360 3 days later. It's run great since I got it, so I have no complaints.

Dead Rising is definitely fun. I liked going into the maintainance tunnels in a vehicle and plowing through mobs of zombies. I've been addicted to Pocket Bike Racer lately. Don't know why but I can't stop playing it.

[photon]

Originally Posted by fotze

Dead Rising is a neat game, starts out crappy. Did you find the lawn mower yet?

I hardly get into the mall, it keeps crashing.

Originally Posted by MissKat

btw OP, all they do is exchange it for a refurbished.

Yeah, that's fine (better than taking a week to fix it). They should test them before sending them out though.

Originally Posted by Coelah

I had the opposite experience. Had great service. The reps I talked to, all were North American. Got my shipping box in 2 days, and got my replacement 360 3 days later. It's run great since I got it, so I have no complaints.

Yeah, I was expecting the same thing as a guy in my office sent his in and had his back in 3 days. That's why I was so annoyed, but in talking to others it seems their turn around time is a lot higher now.

[mac_gurl]

We sent ours back via snail mail TWICE before we got a decent one that worked... First time they payed for shipping, second time we had to.

My buddy sent his back too, and like you they lost his, and it took him one month to get his back. They said they'd send him a game for his troubles, and asked what one he wanted, he said Perfect Dark, and they sent him Kameo, which he already owned...

[photon]

Weird, I had to send my first one back and they're paying for the second one.

[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?