Another abysmal experience of Xbox 360 customer service

[Zeus]

Another day, and yet another published experience of very bad customer service from Microsoft. After three to four weeks later a gamer finally got his faulty Xbox 360 back from MS, but the faceplate was missing and it would seem as Microsoft caused quite a bit of damage to his machine when sending back as proven by the marks on the machine that weren't there when he shipped the console to them.

<Center><img src="http://www.maxconsole.net/content_img/missa305.jpg"></center></a>


About three or four weeks ago my launch Xbox 360 died while playing Guitar Hero 2. It crashed, I rebooted, and I got the red ring of death.

I called Microsoft's customer service number and was put through to some guy who asked for my details. First off the serial number, easy enough. Then my email address and address. I was told "Sorry, your information is not correct. Please check on xbox.com and call us again". At this point I realised that the information he was after was that which I gave when I registered the console (years ago when the Xbox 360 launch), not that which was used with my Live account. I tried to explain, but instead he came back at me with the same "Sorry, please check your information on xbox.com and call us again". I had the correct information, but he wouldn't let me give it to him.

So, I called again and got someone different. I gave the correct info and days later I arranged for UPS to collect my console. (Note: Over here in the UK Microsoft don't provide you with any packaging to ship your console back to them.)

Three to four weeks later...

Now, this console was in mint conditon when I shipped it out - now some of the vent holes are deformed, the DVD tray has two impact notches (even though it's clearly a different drive), and there are a few minor scuff marks on the case that weren't there before.

Am I overreacting? Some people will no doubt say that I should deal with the minor defects and buy a faceplate. I know that compared to some of the stories I've read, this is nothing - but I collect console hardware, and I look after it well. (You might notice the NTSC and NTSC-J 360s in the background.) When I send a faulty piece of hardware back for repair in otherwise mint conditon, I expect it back in mint condition without pieces of it missing.

I'm away from home for the next few days, but when I get back I'm calling the Indian call centre to see what they'll do about it. Does anyone know what Microsoft's policy is on fixing the damage they cause when they rape your machine? Has anyone else had a similar experience?


Read More: <A href="http://hardforum.com/showthread.php?t=1215768" target="_blank">Hardforum.com</a>

[spongey]

blocking the vents of that other 360 with books doesnt help, asshat:rolleyes:

[Warthog33UK]

When will people learn that it is NOT MS that do the repairs.

[tigu55654]

just amazing. if it's all true then amazing how bad this customer was treated. very dumb

[grapeape]

Wow that sucks, I would raise hell. I recently sent in a 3roded machine I bought online for repair, it was actually pretty pleasant compared to other products I have needed to have repaired. MS outsources repair centers just like sony and most other manufacturers, I would drop them a letter explaining what happened, actual physical mail usually works wonders in my experience.

[bhetrick]

He didn't mention if he checked the serial number of the one he got back. Might not be the one he sent in.

[Exegence]

i've shipped my 360 long ago and got the same one back.

but you do know they ask you to NOT add your faceplate in the box. They ask you to remove everything from the 360 (HDD, memory card, faceplate, etc.)

they just want you to ship the 360 itself.

[Xenogears V]

Of badly in worse.:(

[slammerjam]

i've shipped my 360 long ago and got the same one back.

but you do know they ask you to NOT add your faceplate in the box. They ask you to remove everything from the 360 (HDD, memory card, faceplate, etc.)

they just want you to ship the 360 itself.

I had the 3 lights and they told me to detach everything but I'm sure the guy from the hotline didn't say anything about the faceplate.

[So-Unreal]

I have sent in 12 or more different XBox 360 and never had problems like the ones people post online.

[duros]

i've shipped my 360 long ago and got the same one back.

but you do know they ask you to NOT add your faceplate in the box. They ask you to remove everything from the 360 (HDD, memory card, faceplate, etc.)

they just want you to ship the 360 itself.

Ya, i sent mine without a faceplate and it came back with a new one.

[Ersan]

Nobody gives a ****.

[PaRaNoID81]

blocking the vents of that other 360 with books doesnt help, asshat:rolleyes:


hey hatass, vents and what not are on the back, if its overheating anyway, no matter where you have it, I don't think those books will make any different.

Sorry for this guys ordeal. no fukin suprise from microsux! :eek:

[zymologist]

When will people learn that it is NOT MS that do the repairs.
wtf mate? you think that lets them off the hook? ms outsource their customer service and repairs to halfarsed companies, but you think that when they do a bad job it's not MS's fault? MS picked their repairers, they are responsible for the work their chosen repairers do. end of story.

[indierocker]

When I sent mine in, I was instructed to take the faceplate off and keep it, maybe if this person had followed direction as well, they would still have a faceplate.

[aic007]

I've had to send mine in and they never said anything about the stock faceplate. If you have a custom one then remove it and put the original back, never was told to take the original off.

Sucks though to have to deal with this, if there wasn't this problem with faulty systems it would probably be selling a hell of a lot better.

[legendofphil]

I am in the UK, here is my current (second) tech support experience.
Its been almost 5 weeks since mine died, I ran MS on the Monday morning as it died 1 minute after they closed on the Sunday.

They said and emailed to say a box is on the way, here is the tracking number.
I packed it in a box, because I thought that was a mistake, since I had email instructions to do that aswell.
I waited for UPS till about 3pm then I rang tech support again, who said I needed to arrange for UPS to pick it up.
Did that, but I wouldn't be available to wait all day for them till the Friday, they picked it up then.

I get an email about a week later telling me that my 360 hasn't been recieved, yet the tracking number confirms it reached the repair center.
Upon ringing them to confirm this the person asks for my name and how they can help (the standard questions) but then tell me the system is down for maintainence, so regardless of my problem they couldn't help.
I ring back the next day and they said its there.
Current wait repair time is 25 working days, or 5 ******* weeks, I've got just over a week to go.

From start to finish that will have taken me 6 weeks, last time it took 1 week and they picked up the 360 the next day without me needing to arrange with UPS to come.

[kristijan08]

yeah im sorry but i think you're overreacting a little bit. its just a little bit of damage, no big deal... it could of been worse you could have got a refurb one back, no doubt some of them would be in horrible condition. I do raise an eyebrow about the faceplate, though... interesting that they choose to keep it... apparently your service tech mistook it for a bioshock faceplate and thought it might be worth more than the 10 cents of plastic the stock ones are made from

[arashb]

exactly y im scared to buy a 360 xD, not just the customer service, the overheating and rrod problems

[spongey]

hey hatass, vents and what not are on the back, if its overheating anyway, no matter where you have it, I don't think those books will make any different.

Sorry for this guys ordeal. no fukin suprise from microsux! :eek:

There are ventilation holes on its side, its a different xbox...:rolleyes:

[scottgintheuk]

Hi All

I just got my 360 back after repair (which took 5 weeks!!) and a 'cover' on the memory slot was missing from the front plate.
As in this story, my 360 was in mint condition when I sent it to the UK service agents.

I got a replacement front panel from MS after a prompt and curt call to the support desk (was on hold for 40 min)

Regards

[DEDDOA]

I am a firm believer that if you send somthing back to the manufacturer it should be returned in the same condition you sent it in, anything less is more than ample grounds for complaint. I know MS don't usually return your console to you, but instead send you a refurbished one, but any idiot can look at a box and see if it is in poor condition before it is sent out. I know that I will be extremely pissed if my 360 is returned in the next week or so in less than the mint condition that I sent it in, especially as it was under 6 months old when I returned it.

[technolust]

this realy is shocking news. you would have thort micosoft would have better customer service than this.

this kinda thing puts me off buying an xbox360. even with the latest news regarding the timeing attack to downgrade your kernal to the stock one.


but remember this people. we dont realy own the hardware. we just have a licence to use it. this is were MS have their ass covered as they dont have to send you the same system you sent into them for repair.

[amadeus]

I wouldnt accept anything less than a perfect replacement seeing as mine would be in mint condition.

If I had to send it in i'ld take some photo's of it first.
Comes back with a single mark on it go straight to trading standards / office of fairtrading. Get a ref number from them then return back to Microsoft with a legal letter. Worked with Currys digital. Got my 32inch LCD upgraded to a 37inch model because they miss-sold it. Told me it had an SPVA panal with it had a CMO one.

Luckly my launch day job is still going strong. Why is it some people get through loads of 360s and others have no problems at all?

[skel28]

when I sent mine back for repair I was told quite clearly to remove everything from the console INCLUDING the faceplate about 5 times, it took 3 weeks and I got a brand new machine back (with a faceplate)
:)

[Oner]

I have sent in 12 or more different XBox 360 and never had problems like the ones people post online.

That sure sounds like a quality stable console MS got there.....:rolleyes:

[Sinar]

Looks like microsoft needs an xecuter opening kit/a console toolkit from divineo.

[So-Unreal]

That sure sounds like a quality stable console MS got there.....:rolleyes:I buy then broken from off of ebay.

[freddser]

yeah im sorry but i think you're overreacting a little bit. its just a little bit of damage, no big deal... it could of been worse you could have got a refurb one back

You stupid prat, if you pay 100's of pounds or dollars for something and it breaks you expext it to get fixed, now if you ship it in mint condition and it comes back haggered you have every right to kick up a stink. If you would accept back a damaged product then your a fool. It is a big deal especially if you have a nice setup and the 360 looks like a 2 year old has got hold of it.

[ps2man]

I have sent in 12 or more different XBox 360 and never had problems like the ones people post online.

wow ha-ha that sentence speaks volumes for the 360's Quality

[grapeape]

wow ha-ha that sentence speaks volumes for the 360's Quality

You really should read the whole thread before attempting to troll moron...

I buy then broken from off of ebay.

[JohnsShadow]

u guys make me laugh thank u

**** any piece of **** hardware that breaks down in less then a year

[ps2man]

You really should read the whole thread before attempting to troll moron...

Ahh lets see... it really does not matter where he gets his ROD360's from. I was commenting on the number of systems he had sent in. that still says alot for the crap quality product M$ has some how tricked people in to buying.

Maybe you should try thinking before you comment Moron..

[zymologist]

Ahh lets see... it really does not matter where he gets his ROD360's from. I was commenting on the number of systems he had sent in. that still says alot for the crap quality product M$ has some how tricked people in to buying.

Maybe you should try thinking before you comment Moron..
newsflash, if I buy broken PS2s off ebay, I'll have a whole lot of broken ps2. does this speak words about the quality of PS2 manufacturing? does it matter that I specifically bought broken ps2s or is sonys product also of crap quality? I havent bought a 360, primarily because of the RROD issues (and because gta4 isnt out yet) but your line of arguing is retarded