Post: Microsoft Support: Worse Than We Thought
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12-02-2010, 10:47 PM
#1
schaffinosx
To and fro the island.
By Steve Chaffin, Jr. (DreadnoughtOSX) | Dec. 2, 2010
I often try to remain completely unbiased when it comes to my articles. However, there are certain instances when a reporter really just needs to say it as it is. Below is someone's story of their encounter with Microsoft Support, and quite frankly it's absolutely ridiculous.
The best way for this story to be told is right from the customer's mouth. Sit back and enjoy the horrible service.
Originally posted by another user
Nov 4th - I bought a new Xbox 360 with Kinect. It was a Xbox 360S 250GB model. It starts to show signs of breaking that very night. After I had transferred all my licenses making a system return no an option anymore.
Nov 6th - I call support. They tell me I'm going to get a box shipped
to me so I can send my Xbox in for repairs.
Nov 16th - I call support asking where my box is. They tell me I'm
not getting a box, I'm actually getting a replacement hard drive. He
said it usually takes around 7-10 business days so wait a little
longer.
Nov 19th - This is the 10th business day and I never got a hard drive.
I call again and they tell me they don't ship hard drives until I
send them mine first. I talk to a supervisor that says he'd review my
customer support phone calls and call me back the next day with a
resolution.
Nov 20th - I never get a phone call from the supervisor. I talk to
another supervisor and she says they have no record of a phone call
that occurred the previous day. She tells me I need to send in the
hard drive and I have the option of either getting the shipping label
to do so sent to my email or postal mail. I tell her to send to me
through postal because I never received any of their emails.
I write an official complaint letter at this point because I assumed
the nightmare was over.
Nov 26th - I call Xbox support again to confirm that a shipping label
is getting mailed to me. The rep tells me they take 7-9 days. So I
would be receiving it the next week.
Dec 1 - I call Xbox support asking if my label has shipped. The rep
tells me I'm not receiving a label. I need to mail my hard drive in
to a facility that was not once mentioned in the past month. He gives
me the address to the facility and all the questions about why
everyone has lied to me were met with nothing with "I'm sorry but this
is the process".
So a brand new Xbox has been broken since day 1 and I can't do
anything but keep calling support and getting a different story
everytime.
Nov 6th - I call support. They tell me I'm going to get a box shipped
to me so I can send my Xbox in for repairs.
Nov 16th - I call support asking where my box is. They tell me I'm
not getting a box, I'm actually getting a replacement hard drive. He
said it usually takes around 7-10 business days so wait a little
longer.
Nov 19th - This is the 10th business day and I never got a hard drive.
I call again and they tell me they don't ship hard drives until I
send them mine first. I talk to a supervisor that says he'd review my
customer support phone calls and call me back the next day with a
resolution.
Nov 20th - I never get a phone call from the supervisor. I talk to
another supervisor and she says they have no record of a phone call
that occurred the previous day. She tells me I need to send in the
hard drive and I have the option of either getting the shipping label
to do so sent to my email or postal mail. I tell her to send to me
through postal because I never received any of their emails.
I write an official complaint letter at this point because I assumed
the nightmare was over.
Nov 26th - I call Xbox support again to confirm that a shipping label
is getting mailed to me. The rep tells me they take 7-9 days. So I
would be receiving it the next week.
Dec 1 - I call Xbox support asking if my label has shipped. The rep
tells me I'm not receiving a label. I need to mail my hard drive in
to a facility that was not once mentioned in the past month. He gives
me the address to the facility and all the questions about why
everyone has lied to me were met with nothing with "I'm sorry but this
is the process".
So a brand new Xbox has been broken since day 1 and I can't do
anything but keep calling support and getting a different story
everytime.
Source(s): You must login or register to view this content., and Game News HQ
12-03-2010, 05:40 AM
#20
Yanni
Desmond
Sony is way better, all of their products work fine and don't break too easily, when they do they get fixed fairly quickly and with issues, I havn't had any problems with my Ps3 at all but when I look at M$ I see only fail in their customer support.
I own an iMac, I have only had problems with programs and whenever I'd call they would help me straight away and fairly quickly, all of their workers are easy to understand and know what they are doing.
Yes im guessing I will be called a fanboy for this even though im not, I just know and showed that M$ is fail compared to others.
I own an iMac, I have only had problems with programs and whenever I'd call they would help me straight away and fairly quickly, all of their workers are easy to understand and know what they are doing.
Yes im guessing I will be called a fanboy for this even though im not, I just know and showed that M$ is fail compared to others.
12-03-2010, 05:56 AM
#21
Yes Please
Banned
Sounds like that guy had to hear a lot of Indian accents 
I like sony's customer service i find it's pretty fast.
I like sony's customer service i find it's pretty fast.
12-03-2010, 12:34 PM
#25
ciunas
Insert User Title Here
I think it depends who you get onto, sometimes you get lucky and get onto a "nice guy", who sorts you instantly, other times you get onto the lazy dick head who couldn't care less.
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12-03-2010, 05:28 PM
#27
Neo_Angelo
Raiding Girls Panties
To be honest if i was paying £40 a year for online on an Xbox i'd expect their customer service to be helpful, you know when you buy a crap product when you go through 6 Xboxes with 4 of them ending up with the same problem (this is in my brothers case).
We had to phone microsoft and wait practically forever to get through and even then we had to repeat what the problems where (RroD). eventually he finally got his 6th Xbox which hes had a while now and the laser is showing wear and tear. dispite such poor service he STILL wants to pay that £40 to go online each year and pay for any problems with it even though i went and bought him a Ps3 because i was fed up with his Xbox breaking.....you just can't teach fanboys these days to jump ship to the greener pastures.
I've had my Ps3 since day one of its release (the one that had a recall because of some lubricant fault around the heat moniter thing which caused YloD) and not ONCE has my ps3 ever crashed, broken or played up.
I used to own a 360 because i did tire of waiting for the Ps3's constant delayed release at first and i have to say the time i had on my Xbox was pretty fun, luckily nothing went wrong with my Xbox but i still stand to say that you get what you pay for, with sony you pay that little extra but at least you know your getting that quality product.
I've only ever had one support call to sony which was for my TV because they sent me the wrong cable by mistake (should of been a gold plated HDMI and only got a normal one) they immediately appologised for the inconvenience when i got through, i got past to a supervisor not by my own request and they told me that they were sorry for the mix up and they'd ship the new one within 2 working days, i then find it came the NEXT day to come home to a phonecall from the guy i spoke to asking if the package had arrived and if i was happy with it. If that wasn't enough he said no to bother sending the cable i didn't need and to keep it as good will (which was nice as i needed a spare for my PC).
now THAT is impressive customer service and didn't cost me a penny.
We had to phone microsoft and wait practically forever to get through and even then we had to repeat what the problems where (RroD). eventually he finally got his 6th Xbox which hes had a while now and the laser is showing wear and tear. dispite such poor service he STILL wants to pay that £40 to go online each year and pay for any problems with it even though i went and bought him a Ps3 because i was fed up with his Xbox breaking.....you just can't teach fanboys these days to jump ship to the greener pastures.
I've had my Ps3 since day one of its release (the one that had a recall because of some lubricant fault around the heat moniter thing which caused YloD) and not ONCE has my ps3 ever crashed, broken or played up.
I used to own a 360 because i did tire of waiting for the Ps3's constant delayed release at first and i have to say the time i had on my Xbox was pretty fun, luckily nothing went wrong with my Xbox but i still stand to say that you get what you pay for, with sony you pay that little extra but at least you know your getting that quality product.
I've only ever had one support call to sony which was for my TV because they sent me the wrong cable by mistake (should of been a gold plated HDMI and only got a normal one) they immediately appologised for the inconvenience when i got through, i got past to a supervisor not by my own request and they told me that they were sorry for the mix up and they'd ship the new one within 2 working days, i then find it came the NEXT day to come home to a phonecall from the guy i spoke to asking if the package had arrived and if i was happy with it. If that wasn't enough he said no to bother sending the cable i didn't need and to keep it as good will (which was nice as i needed a spare for my PC).
now THAT is impressive customer service and didn't cost me a penny.
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