Justin Wyatt

My XBox 360 Horror Story/Experience: UPDATE

Posted by Justin under Personal, review, xbox360

This is an update to my previous post on my experience with Microsoft XBox 360′s customer support

So, I finally recieved my Xbox 360 after a little more than 2 months.  I ended up having to go to UPS myself to pick it up because for some reason they could not get the address right for the SECOND time.  There was no issue when they sent the empty box for me to ship it to them the first time.  Yet when it came time to send me the replacement they simply could not get the address right.

The first time they forgot the apartment number, and it was sent back to their repair facility.  Then when it came back the second time with the apartment number they could not deliver it yet again.  They then told me they wanted me to send the the zip code extension…which in the history of man the postal service and/or UPS has never needed in my experience unless it’s some sort of office building.  I was absolutely irate with their support people, and just asked to speak with any representative’s supervisor any time I called them.
I asked them to be reimbursed for my obvious headache they had caused me their response was that there was a 12 month xbox live subscription card in the box already.  I seemed happy with this only when I get the box I realize its a 1 Month card…

What a bunch of bullshit.

So, after all this time how did they do on the repairs?

The answer is not bad, they sent me a brand new unit that has the updated hdmi port on the back (my previous one did not have this).  I’m guessing my old one was simply beyond repair or they’re just replacing all of them now rather than repairing since the failure rate is astronomical.

I have been playing it relentlessly since I got back, I think I’ve settled into some sort of xbox coma, haha.  I’ve been neglecting my web-sites because of this non-stop playing, I’ve already beaten the game I had bought when my old xbox died: Saints Row 2, in just a few days.  That in itself is pretty remarkable considering my work schedule.

Overall I would rate Microsoft’s handling of my situation as -3 out of 10.  First of all with their refusal to ship to military addresses which I have NEVER encountered in all the times I’ve ordered something and had it shipped to base.  Secondly their complete incompetence with their customer support is completely unbelievable.  Every single representative I had a conversation with was a script-reading-robot that could not make a decision for themself, and had to endlessly repeat what I just spent 10 minutes telling them about when they could be getting whatever I needed done in that time instead of putting me on hold for 20 minutes after wasting 10 repeating what I had already said.

Every one of them, complete idiots.

I did finally recieve my xbox of course, and it was a replacement unit with my warranty being expired, at least Microsoft has accepted that they produced an inferior product and recognizes that by replacing them at no cost.  But after this ordeal I will never own another microsoft xbox product or any other gaming console they produce.

They need to seriously rethink their customer support design, it is the biggest piece of shit I’ve yet to encounter with any company.

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