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, 10:16 PM
#30
AgentDragonPig
BLoODz-DrAgOn
Originally posted by DreadnoughtOSX
If you're referring to me as a fanboy, you're false. I own both a PlayStation 3 and an Xbox 360, and love each. And yes, I realize that not everyone has issues with support, and hell, it seems some people love MS support. However, there have been plenty of reports of them being completely unreliable, as well.
First of all, I'm sorry if I offended you in any way, it was not my intention. Second, I did not say names, I was just talking about other fanboys. I know you're not a fanboy... You're too cool to be one.
12-03-2010, 11:37 PM
#31
Millz
Worth the Weight
Wow, and I thought that Sony's service was bad. Then again, it took my poor friend months to get his fixed. I've only called Sony once, but they had decent service, its just that I know many of my friends had to switch from Ps3 to Xbox because they kept saying is BS'n them. I just think that they couldn't wait for 2 weeks for a new Ps3. But then again, this is months, so, I can't really explain why it is taking them so long.
12-04-2010, 12:41 AM
#32
bucknasty84
Keeper
just get a ps3 and you'll be good. thank god i never got a 360
12-04-2010, 02:09 AM
#33
Sigetto
Devour
He should have returnee the box to where he bought it from if it had "started breaking" the same day he bought it. I find it hard to believe that this person wouldn't do this. So either this has all been made up or this guy is a complete imbecile to begin with.
You cannot judge a company by 1 instance. Do you know how many calls they get a day? No you do not and neither do I. Why not report about the 50 million resolved issues? Because no one wants to hear about how "Good" Microsoft is doing. They want to criticize them about how they screw up.
It will always be this way. The good deeds always get overlooked. Because Sony has never done something wrongfully to its customers. The fact of the matter is that it depends on the person working, what time of the day, where they are located at, and their knowledge in their department. Everyone that speaks about how bad Microsoft is and how they are going downhill based off of a "Conversation" put on a community forum are probably ignorant about the entire matter.
You can rest assured that every Company has good and bad customer service. Especially if your call gets outsourced to India. :n: That sucks.
~ Sig ~
You cannot judge a company by 1 instance. Do you know how many calls they get a day? No you do not and neither do I. Why not report about the 50 million resolved issues? Because no one wants to hear about how "Good" Microsoft is doing. They want to criticize them about how they screw up.
It will always be this way. The good deeds always get overlooked. Because Sony has never done something wrongfully to its customers. The fact of the matter is that it depends on the person working, what time of the day, where they are located at, and their knowledge in their department. Everyone that speaks about how bad Microsoft is and how they are going downhill based off of a "Conversation" put on a community forum are probably ignorant about the entire matter.
You can rest assured that every Company has good and bad customer service. Especially if your call gets outsourced to India. :n: That sucks.
~ Sig ~
The following user thanked Sigetto for this useful post:
12-06-2010, 02:31 AM
#36
Mark360
Super OG
Originally posted by Sigetto
He should have returnee the box to where he bought it from if it had "started breaking" the same day he bought it. I find it hard to believe that this person wouldn't do this. So either this has all been made up or this guy is a complete imbecile to begin with.
You cannot judge a company by 1 instance. Do you know how many calls they get a day? No you do not and neither do I. Why not report about the 50 million resolved issues? Because no one wants to hear about how "Good" Microsoft is doing. They want to criticize them about how they screw up.
It will always be this way. The good deeds always get overlooked. Because Sony has never done something wrongfully to its customers. The fact of the matter is that it depends on the person working, what time of the day, where they are located at, and their knowledge in their department. Everyone that speaks about how bad Microsoft is and how they are going downhill based off of a "Conversation" put on a community forum are probably ignorant about the entire matter.
You can rest assured that every Company has good and bad customer service. Especially if your call gets outsourced to India. :n: That sucks.
~ Sig ~
You cannot judge a company by 1 instance. Do you know how many calls they get a day? No you do not and neither do I. Why not report about the 50 million resolved issues? Because no one wants to hear about how "Good" Microsoft is doing. They want to criticize them about how they screw up.
It will always be this way. The good deeds always get overlooked. Because Sony has never done something wrongfully to its customers. The fact of the matter is that it depends on the person working, what time of the day, where they are located at, and their knowledge in their department. Everyone that speaks about how bad Microsoft is and how they are going downhill based off of a "Conversation" put on a community forum are probably ignorant about the entire matter.
You can rest assured that every Company has good and bad customer service. Especially if your call gets outsourced to India. :n: That sucks.
~ Sig ~
I agree 100%, and personally I absolutely do not like Microsoft.
I've never used the Microsoft support system, but the people you are working with are not perfect. They may not always do the right thing. If you are that unlucky person that is just too bad.
I've had to call Sony once because of an HDMI problem. The guy told me the steps to see if it was my ps3 or my HDMI cable. We both found out it was the HDMI and he told me to go out and buy another one , then call back and tell him if it worked. As I remember, the whole process maybe took 10-15 minutes. I was very impressed with how I didn't have to talk to a robot for 10 minutes then go on hold for another 5. The guy was straight forward and seemed like he cared to help me.
All in all I've only had great service with Sony's Customer Support and that is what, as a customer, wants.
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