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Microsoft Support Sucks – Part 2

Here is the first part in case you missed it: http://thekohome.com/2010/11/20/microsoft-support-sucks

So I waited today expecting a phone call from the supervisor I spoke to yesterday.  6pm rolls around and I didn’t hear back so I call Xbox Customer Support, AGAIN.

I speak with a representative that tells me I was misinformed in my first two phone calls and that despite whatever the supervisor said yesterday, there’s absolutely nothing they can do to change their standard process.  I ask him then why did the supervisor waste my time saying he was going to review our previous phone calls and not bother calling me back.  All I get is an apology, no explanation.

So I ask to speak to the same supervisor but he said it’s not possible.  So I ask to speak to another supervisor.  I get put on hold for about 15 minutes and the representative gets back to me and says the supervisor will have to call me back.  He reads back a phone number as my contact, which happens to be my cell phone number that I gave the supervisor yesterday (this is important, more on this later).  I tell him to have the supervisor call me at my home phone number instead and we hang up.

The supervisor calls my cell phone (/facepalm) and apologizes about all the misinformation.  She tells me that the standard process is to acquire a label through email or postal and send in my hard drive before they can do anything.  I ask her why the previous supervisor told me he’d look into a resolution after reviewing the phone calls.  She doesn’t have an answer either, just an apology.  She looks into my records to check who the supervisor was but guess what?

There is no record of my phone call from yesterday!

Yup, I apparently didn’t talk to a representative with horrible english and a supervisor that flat out just jerked me around.  But somehow, they had my cell phone number…  The cell phone number they didn’t have until I talked to the supervisor yesterday.  At this point, I realize there’s nothing left I can do.  I tell her to process my repair order and send a shipping label through postal mail since I haven’t received a single god damn email from them.  I also tell her to launch an investigation and find out why I was completely lied to so many times and why an entire day of communications just mysteriously (and conveniently for the supervisor) disappeared.

So I bought a brand-new Xbox 360 on Nov. 4th and it’s still busted as of Nov. 20th.  And only NOW is the actual repair process starting even though I called on Nov. 6th!  I’ve written an official complaint letter I’m sending off to Microsoft’s complaint department.  This is absolutely ridiculous.

UPDATE, Part 3:
http://thekohome.com/2010/12/02/microsoft-support-sucks-part-3