Hello,
I would like to tell you about my Xbox repair process experience. Let me preface by saying I am a faithful Xbox customer - I purchased the original Xbox within days of release - and have spent well over 5,000.00 on Xbox and Xbox 360 games, accessories, and live subscription. Since the xbox release, I have never purchased another game system, game, or accessory from any other game manufacturer. As a matter of fact, I positively 'hype' the Xbox to my friends and family - and consider myself what you would call a 'perfect' customer.
So the story goes -
I purchased my Xbox 360 a few months after release - everything worked great, I bought all the accessories as soon as they came out - camera, 3 wireless controllers, 3 wireless mics, 1 wired mic, camera, controllers, etc. and about 30 +/- games, as well as spending quite a bit on Microsoft points - all was good! I loved my Xbox!
Then - the 3 flashing lights. I called into the center, I've heard about the problem from my Nephew, another avid gamer, and from reading online articles on all the popular xbox sites. The call center experience was alright, except the gentleman who I talked with was very difficult to understand with broken English - still I understand the logistics and cost of such endeavors, so no big deal. I received my box, packaged up my unit, sent it in, and waited for the unit to return.
I got the unit back about 2 weeks later - plugged it in - and 3 flashing red lights. I wrote down the serial number, checked to see if it was the same unit, it was - despite the letter packaged with the Xbox saying it was a replacement unit. I called the warranty center immediately and 'Ben' walked me through some steps and said it possibly is my power supply - I need to send my power supply in and they will replace it. At this point, I was eager to have my Xbox back, so I asked 'Ben' if I could purchase a power supply locally - he gave me the names of about 5 or so retailers that sell the supplies in my area. I went out that night and bought a new one - 100 bucks. I came home, plugged it in - 3 flashing red lights. I called the call center back; they said they would have to have to repair the unit. I asked to speak with management, I just purchased a power supply because of the advice of the call center rep - and that wasn't even the problem, now I have a additional un-needed power supply. (For the record, I've tried 3 different outlets, every time I call they say that is the problem, it clearly isn't) So I call back, they say they will have to repair the unit again. I let them know I have moved, they say they have changed my address, and after speaking to a manager, he says for my troubles I can have a copy of PGR, or Kameo - both titles I have already purchased at the retail level.
I say PGR if that is my only option - the 'supervisor' promises me by giving me his word, he will oversee the process and make sure they will send me a working unit. Okay, now hear the story takes another turn - they send the return box to my old address, I have moved, and despite letting 3 people know of this move, the people who purchased my old home give me a call and let me know there is a box there for me. I go pick it up, send the Xbox back, call again letting them know I have moved. A week or so later, I check the warranty repair status on the website, see the unit has been shipped, check the tracking number through UPS, and again - sent to the wrong address. I call UPS; tell them of the situation, they need Microsoft (the sender) to change the address. I call the call center again; they say they can't call UPS to change the address. I call UPS back, they say if I call when the unit gets to my home town, they can send the UPS center a note. I call the morning of the 18th (the delivery date) and they say they can’t change the address but will 'will-call' the package for me. I say alright, and arrange a pickup of the shipment. I drive to the UPS station (30 minutes one way from my home) wait about an hour for them to locate the package, and then drive home.
To be safe and make sure it's not the outlet (the call center seems to think that is the issue every time, despite the fact I now live in a totally different house and part of town) I switch rooms, plug in the new power supply, hook up the hard drive, hit the power button - and - 3 flashing red lights.
At this point, the sheer frustration, lack of help from the call center and general malaise gets to me. I check the Xbox 360 serial - it is the same unit. This is the 3 time I've received a broken unit. I don't even think anything has been looked at or repaired on the unit. Now I just want my money back, it's been over 2 months, and I'm just tired of the frustration and anticipation. I've spent well over $3,000.00 on this unit games, and accessories, so I feel like giving up, would just be a waste I couldn't deal with.
I call the call center again, I reach Isaac, and he speaks fluent English, I feel like I'm getting somewhere here. We talk, I explain the situation, and he tells me that I qualify for the Rapid Response Team, because he totally understand how I'm feeling about the status of the warranty repairs. I talks with his Hardware Supervisor, and then comes back to the line saying I need to send the Xbox back for the third time (4th Xbox) before I qualify. I ask if I can speak with someone else because that just isn't acceptable to me. He gets his hardware supervisor on the line. He also tells me I have to send the unit back, He will give me a copy of PGR or Kameo for my troubles. I now have 2 copies of PGR - 1 is still in the plastic because I haven't had a working xbox since they sent it to me, and already have a copy of Kameo. I explain this and that I don't want a game, I want a working Xbox. He offers me an accessory. I explain I have already purchased all the accessories for the xbox, and I don't need any accessories, I want a working Xbox to use all the games and accessories I have already purchased.
I ask if there is anything else I can do and am getting frustrated and upset at this point, I explain to the manager I'm not upset with him, just the situation, and he tells me I have 2 options. Send the unit back in, or he can 'elevate' the request to the "Rapid Response Team' Again, I tell him again all I want is a working Xbox, and sending it back for the third time isn't acceptable. He agrees to elevate the matter, but it will take 48 hours before the team can contact me. I'm not impressed, 48 hours isn't exactly rapid, but i grudgingly agree.
So here I sit, writing this email, wondering if anything is going to be done, and when it is I am going to receive a functioning Xbox. All I ask is someone to actually pay attention to what is happening here and somehow get a functioning Xbox back to me. For the record- I've been using my old Xbox, over 5 years old, since the 360 crashed, and I'm amazed how well it works, I've simply never had a problem with it.
I sit here at the crossroads; will Microsoft retain me as a loyal and devoted fan? Or will this experience be kind who has me swear to never spend another dollar on a Microsoft product. Either way - I am going to tell as many people as I can about this experience, and I hope it has a happy ending - that I can tell everyone, "Yeah, I had some issues, but Microsoft made it right"
Sincerely,
Paul Reilly
+1 (509) 251-2121 Cellular
