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Microsoft X Box Support - Angry as Hell
intelex
Registered User new member
Registered User new member
I've already sent the bellow e-mail to everyone I could think of at Microsoft and few various online blogs. Figured I'd post it here as well to see if anyone else has any ideas. I created an account on the forums just to share this nightmare with you all.
Hello,
I’m not sure who to turn to for help, but it seems that Microsoft has no interest in helping customers or providing good customer service. Recently my Xbox 360 started randomly locking up. In the middle of a game the screen would just freeze. Then the Red Ring of Death started, though apparently I got an even better red ring of death. Microsoft classifies the RROD as 3 blinking red lights, well I had all four blinking lights. I called X Box support and was told it was either a bad AV cable or the console is bad and they would be more than happy to send me out a replacement cable to see if it was the cable and if that did not work I would have to send the console in for repair. After I was told by the out sourced “customer support†agent that I would be getting a new cable, she then told me she forgot to check If my console was in warranty and in fact would not be sending me a cable. Now at this point I’m just a little bent, if she would have done her job correctly and checked the warranty before telling me I would be sent a new cable free of charge I would have dropped it. I asked to be transferred to a supervisor for two reasons 1) After telling me I was getting a new cable and keeping me on hold for 15 minutes then being told that she (the customer support agent) made a mistake I felt that maybe them giving me a new cable would have been the right thing for them to do and 2) I have the famous RROD problem, but with 4 red lights instead of 3 and wanted to talk to a supervisor to see if maybe I qualified for the extended 3 year warranty. The agent said she was transferring me to a supervisor, I was put on hold. After about 2 minutes the same agent picked back up and told me she was transferring me and I was then put back on hold. I then waited there on hold for 45 minutes listening to the same horrible hold music. At this point I was more upset about being on hold for so long without anyone picking the line back up to tell me what’s going on. At this point I started to wonder if maybe this is how the off shore tech support people deal with customers who want to talk to a supervisor, just drop them in hold and eventually they will hang up, or maybe this is how Microsoft trained them. So I hung up and called back, this time I got a customer support rep who told me his name was Sebastian, I calmly explained to him that I was very upset, not with him, but with the situation; I then proceeded to give him my incident number, explained to him how I was placed on hold for 45 minutes with no communication from anyone and then asked him to please transfer me to a supervisor and to please make sure his supervisor answers. He then puts me on hold AGAIN, after about 2 minutes he comes back on and says he is transferring me to his supervisor, I then ask him to please make sure I am transferred and getting put on hold is starting to piss me off a bit. He then puts me on hold says he is transferring me right away. Five minutes of hold music and the same person picks up and says he is transferring me. I then ask him if there are actually going to transfer me or is this what they do to people who want to talk to a supervisor, keep putting them on hold and just hope they hang up. He then said please hold and put me back on hold. After another 5 minutes he comes back on and says he is transferring me, at this point I am livid. I’ve been kept on hold now for almost an hour total now, I then ask him to have a supervisor call me back, he says this is not possible, that they don’t do that. I then said anything is possible, I’ve worked in customer support. I then asked him to get up from his desk and go get his supervisor as I am getting extremely angry. At this point I don’t even care about my POS X –Box I am more upset with the poor customer service and the games they are playing by putting people on hold and never picking the phone back up or transferring to a supervisor. He then told me he will not do that and the only thing he will do is transfer me. I then ask again for his name so I can take note of it, this time he gives me a different name Marone D. At this point I again explain to him that this is unacceptable and I’ve been on hold for over a hour now and I never get sent to the supervisor. Never once was I told there was a wait time to talk to a supervisor, every time I was told I was being transferred to the supervisor, who then never answers (or the call was never transferred to being with) then the same person picks back up who then tells me I’m being transferred, wash rinse repeat. After about being hold for another 20 minutes no one ever picked up and I pretty much got the feeling no one ever was going to, so I hung up. I was an avid x-box supporter, original x-box owner, 360 owner, over 20 games, accessories, x-box live. I’m the type of customer you don’t want to piss off, I’m the guy people ask advice for when it comes to gaming and what game system to buy, and after this I am voting with my wallet. Microsoft may have a pretty good gaming system, but their support and customer service are horrible and have left me feeling like a fool. I am so sick of out sourced tech support that makes you want to scream! I used to work tech support and I never had a problem getting up from my desk walking ten feet to my supervisor and saying “hey, we got someone who is pretty upset; we should elevate this and get him happyâ€. Well since my x-box is out of warranty and Microsoft has no interest in helping, I’m going to buy a PS3 instead of buying another Xbox 360 and the next time family or friends ask me which system is better and what should they get, I’m going to tell them about the hell that is Microsoft support and tell them go PS3. The really sad part is I’ve dealt with Microsoft support when it comes to their core products such as Windows Server, SQL, dot NET, etc and it’s world class! Comparing the support you get for x-box and the support you get for Microsoft IT Products and platforms you would think it’s two different companies, one great and one complete garbage. Some help from anyone who can would be greatly appreciated!!!
Hello,
I’m not sure who to turn to for help, but it seems that Microsoft has no interest in helping customers or providing good customer service. Recently my Xbox 360 started randomly locking up. In the middle of a game the screen would just freeze. Then the Red Ring of Death started, though apparently I got an even better red ring of death. Microsoft classifies the RROD as 3 blinking red lights, well I had all four blinking lights. I called X Box support and was told it was either a bad AV cable or the console is bad and they would be more than happy to send me out a replacement cable to see if it was the cable and if that did not work I would have to send the console in for repair. After I was told by the out sourced “customer support†agent that I would be getting a new cable, she then told me she forgot to check If my console was in warranty and in fact would not be sending me a cable. Now at this point I’m just a little bent, if she would have done her job correctly and checked the warranty before telling me I would be sent a new cable free of charge I would have dropped it. I asked to be transferred to a supervisor for two reasons 1) After telling me I was getting a new cable and keeping me on hold for 15 minutes then being told that she (the customer support agent) made a mistake I felt that maybe them giving me a new cable would have been the right thing for them to do and 2) I have the famous RROD problem, but with 4 red lights instead of 3 and wanted to talk to a supervisor to see if maybe I qualified for the extended 3 year warranty. The agent said she was transferring me to a supervisor, I was put on hold. After about 2 minutes the same agent picked back up and told me she was transferring me and I was then put back on hold. I then waited there on hold for 45 minutes listening to the same horrible hold music. At this point I was more upset about being on hold for so long without anyone picking the line back up to tell me what’s going on. At this point I started to wonder if maybe this is how the off shore tech support people deal with customers who want to talk to a supervisor, just drop them in hold and eventually they will hang up, or maybe this is how Microsoft trained them. So I hung up and called back, this time I got a customer support rep who told me his name was Sebastian, I calmly explained to him that I was very upset, not with him, but with the situation; I then proceeded to give him my incident number, explained to him how I was placed on hold for 45 minutes with no communication from anyone and then asked him to please transfer me to a supervisor and to please make sure his supervisor answers. He then puts me on hold AGAIN, after about 2 minutes he comes back on and says he is transferring me to his supervisor, I then ask him to please make sure I am transferred and getting put on hold is starting to piss me off a bit. He then puts me on hold says he is transferring me right away. Five minutes of hold music and the same person picks up and says he is transferring me. I then ask him if there are actually going to transfer me or is this what they do to people who want to talk to a supervisor, keep putting them on hold and just hope they hang up. He then said please hold and put me back on hold. After another 5 minutes he comes back on and says he is transferring me, at this point I am livid. I’ve been kept on hold now for almost an hour total now, I then ask him to have a supervisor call me back, he says this is not possible, that they don’t do that. I then said anything is possible, I’ve worked in customer support. I then asked him to get up from his desk and go get his supervisor as I am getting extremely angry. At this point I don’t even care about my POS X –Box I am more upset with the poor customer service and the games they are playing by putting people on hold and never picking the phone back up or transferring to a supervisor. He then told me he will not do that and the only thing he will do is transfer me. I then ask again for his name so I can take note of it, this time he gives me a different name Marone D. At this point I again explain to him that this is unacceptable and I’ve been on hold for over a hour now and I never get sent to the supervisor. Never once was I told there was a wait time to talk to a supervisor, every time I was told I was being transferred to the supervisor, who then never answers (or the call was never transferred to being with) then the same person picks back up who then tells me I’m being transferred, wash rinse repeat. After about being hold for another 20 minutes no one ever picked up and I pretty much got the feeling no one ever was going to, so I hung up. I was an avid x-box supporter, original x-box owner, 360 owner, over 20 games, accessories, x-box live. I’m the type of customer you don’t want to piss off, I’m the guy people ask advice for when it comes to gaming and what game system to buy, and after this I am voting with my wallet. Microsoft may have a pretty good gaming system, but their support and customer service are horrible and have left me feeling like a fool. I am so sick of out sourced tech support that makes you want to scream! I used to work tech support and I never had a problem getting up from my desk walking ten feet to my supervisor and saying “hey, we got someone who is pretty upset; we should elevate this and get him happyâ€. Well since my x-box is out of warranty and Microsoft has no interest in helping, I’m going to buy a PS3 instead of buying another Xbox 360 and the next time family or friends ask me which system is better and what should they get, I’m going to tell them about the hell that is Microsoft support and tell them go PS3. The really sad part is I’ve dealt with Microsoft support when it comes to their core products such as Windows Server, SQL, dot NET, etc and it’s world class! Comparing the support you get for x-box and the support you get for Microsoft IT Products and platforms you would think it’s two different companies, one great and one complete garbage. Some help from anyone who can would be greatly appreciated!!!
intelex on
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Posts
Battle.net: Fireflash#1425
Steam Friend code: 45386507
B.) Here's a shocker. Yelling at people, accusing them of being jerks/incompetent, telling them how to do their job, and telling them how pissed off you are... not the best approach to getting your way.
C.) Use fucking linebreaks.
Does somebody at least want to sum up that piece of literary trash?
Final Fantasy XI -> Carbuncle - Samash
Sorry you are livid
Apparently his Xbox is broken.
1: He doesn't understand the difference between error codes on the ring of light.
2: He is upset because he almost got free service out of warranty, but then didn't.
3: Customer service sucks M$ sucks foreign people suck I'm buying a PS3.
PSN/XBL: dragoniemx
Can trade TF2 items or whatever else you're interested in. PM me.
His Xbox is out of warranty, but he wants Microsoft to send him free replacement cables anyway.
Can trade TF2 items or whatever else you're interested in. PM me.
As well as his return key!
XBL/PSN/Steam: APZonerunner
4 red lights is an AV failure. It often occurs from an improper hookup. It is never, ever ever the "RedRing" failure; that is always three red lights. As you are out of warranty, you are not elligible for service. As a note, all you probably have to do to fix it is to completely disconnect the AV cables, and then reconnect them carefully. If that does not work, buy a new set of cables.
That being said, I have never ever had this large a problem with XBox customer support. Most calls last a mere 15 minutes, everyone is extremely genial and helpful, and frankly, I usually end up in a good mood afterwards because of how nice the conversation was.
In the future, purchase the extended warranty on the device if you wish to have every little thing covered.
Also:
It is possible that English is not your native tongue. In this language we:
Use linebreaks and other forms of punctuation (e.g. '.', '-', ';', '--', ' ') to assemble words into short communicative groups (phrases) and longer ones (sentences). These can be further combined into paragraphs for clarity and ease of reading your text.
Your letter to support will almost certainly be ignored, and frankly, there is minimal, if any content (I noted several sentences stating, in a different manner, that you waited. This is part of tech support.
EDIT: I noticed he joined today, just to post this message. Is it possible he's one of those SDF nuts? I can see them making up a fake XBox problem and posting this "letter" on forums to raise doubt and suspicion. He reeks of stooge.
XBL: LiquidSnake2061
EDIT: Oh, Sony Defense Force. Okay, nevermind.
The Sony Defense Force. It's a group of people who belive, with religious zeal, that Sony is god among game companies. They farm out rumours about things, refuse to believe pro-360 news (e.g., They didn't acknowledge that Assassin's Creed was no longer an exclusive for months after that was announced) and pretty much accept everything Sony says without question.
It's honestly scary, and the problem is, they never challenge Sony on anything. One nice thing about Microsoft is that it's userbase is quite willing to attack them for mistakes, forcing them to adapt as a company.
EDIT: I'm not trying to assert that Microsoft is perfect, by the way. I like their products and have some brand-loyalty, but they're not the end-all-be-all of the world.
XBL: LiquidSnake2061
Either way, sack up and deal with it. Microsoft has their problems with the 360 but this completely isn't one.
@gamefacts - Totally and utterly true gaming facts on the regular!
Great, now please go die.