The Ko Home

Microsoft Support Sucks – Part 3

Here’s the first two parts to this ongoing saga:

http://thekohome.com/2010/11/20/microsoft-support-sucks
http://thekohome.com/2010/11/21/microsoft-support-sucks-part-2

So I called  Xbox Support again on November 24th, 5 days after I supposedly had a mailing label sent to me so I could send my hard drive in.  I wanted to make sure that an actual label is in the mail and I wouldn’t be waiting around for no reason anymore.  The representative said the label should take about 7-9 days to arrive so I could expect to receive it the following week.

I call back today to make sure the label is sent and this time a representative tells me that I’m not receiving a label.  He says I need to ship out my hard drive to a facility on my own dime before any repairs take place.  I tell him that’s not what 8+ people have told me now and I never got this address once.  He gives me the standard “I’m sorry, I understand” BUT this is how it is.

So let’s break it down.

Nov. 4, 2010 – I get a brand new Xbox 360 S 250GB console, it starts acting up THAT night

Nov. 6, 2010 – I call support because I start seeing E69 and E68 errors.  The representative tells me that a box is going to be shipped to me so I can send my console + hard drive in for repairs.

I wait 10 days!

Nov 16, 2010 – I call Xbox support asking where my box is.  They tell me I’m not supposed to receive a box, I need to buy a label.  I have them dig further and they tell me they made a mistake and that a HARD DRIVE is actually getting shipped to me and it typically takes 7-10 days.  He said since this day was the 7th (business) day, I should have the drive by the end of the week.

I wait 3 days.

Nov 19, 2010 – I call Xbox support asking where my hard drive is.  Surprise, I’m not getting a hard drive sent to me.  I ask to speak to a supervisor and he tells me I need to send in my hard drive before they send me a replacement.  I tell him I was not told this the previous times I called and he said he would listen to the phone calls on file and call me back the next day with a resolution.

I wait a day.

Nov 20, 2010 – I call Xbox support asking them why a supervisor hasn’t called me back.  They tell me they have no records of my phone call from the previous day.  I talk to a supervisor and tell her how frustrated I am.  She says there’s nothing they can do but follow process so I concede and tell them to snail mail me a label so I can send in my hard drive.  I also tell her to launch an investigation to find out what happened to yesterday’s supervisor.

I write an official complain letter and send it to Microsoft because I assumed this ordeal was over.

I wait 6 days.

Nov 26, 2010 – I call Xbox support asking them to confirm a shipping label is getting sent to me.  The representative says yes and it takes 7-9 days so I need to wait longer.

I wait 5 days.

Dec 1, 2010 – I call Xbox support again asking if my shipping label was sent.  The representative tells me no shipping label is sent.  The actual process is for me to send out my hard drive to a facility that was not once mentioned over the past month.

So I bought a BRAND NEW Xbox 360 that broke on me the very first day and NOT A SINGLE SOUL AT MICROSOFT gives a damn because they have my money.  They outsourced their customer service to an immensely incompetent company and I CANT GET MY GOD DAMN INVESTMENT FIXED.

UPDATE:
The End?