The new forums will be named Coin Return (based on the most recent vote)! You can check on the status and timeline of the transition to the new forums here.
The Guiding Principles and New Rules document is now in effect.
Microsoft 360 support issue
Woocifer
Registered User new member
Registered User new member
Hey all,
Here's the scoop...I hate that my first post here is about a complaint, but whatever... So my 360 broke a few days before Gears of War came out. Nice timing... So I call up Microsoft and tell them about what's happened and was hoping the warranty would be redeemed.
The guy on the phone took all the info down and was more or less courteous. He said Purolator would be by in 1-2 days to pick up the unit, make sure to pack it in a sturdy package. However he did ask if it was snowing in Toronto...which pissed me off, but I'll let that slide.
I called back a few days later to see what the update was because Purolator had not come to my house or contacted me. The next support person said that I was misinformed and that I was to take care of the shipping. I personally was to call Purolator and schedule the shipment. So I told the guy to forget it, that I'd take it back to Futureshop if that was the case.
I did so...and now I'm sitting around waiting for Futureshop to get back to me. However, last week a box came in the mail from Purolator to ship my 360, 8 days after the guy told me that I was misinformed.
I wrote the email 360 support department and have received nothing but automated bullshit pointing me back to the department that I was complaining about. This has been going on for about a week now.
Has anyone else had this kind of issue occur? I'm really upset with how Microsoft is handling this. I know the tech support is just a group hired in India (more likely than not...pretty much a paradigm these days), but still they should remain interested in making good on their claims.
This has made me very tentative to purchase any extended warranty from these bastards and I don't understand why they just don't care.
Anyone else had this problem? And if so, how did you handle it?
Thanks,
Dennis
Here's the scoop...I hate that my first post here is about a complaint, but whatever... So my 360 broke a few days before Gears of War came out. Nice timing... So I call up Microsoft and tell them about what's happened and was hoping the warranty would be redeemed.
The guy on the phone took all the info down and was more or less courteous. He said Purolator would be by in 1-2 days to pick up the unit, make sure to pack it in a sturdy package. However he did ask if it was snowing in Toronto...which pissed me off, but I'll let that slide.
I called back a few days later to see what the update was because Purolator had not come to my house or contacted me. The next support person said that I was misinformed and that I was to take care of the shipping. I personally was to call Purolator and schedule the shipment. So I told the guy to forget it, that I'd take it back to Futureshop if that was the case.
I did so...and now I'm sitting around waiting for Futureshop to get back to me. However, last week a box came in the mail from Purolator to ship my 360, 8 days after the guy told me that I was misinformed.
I wrote the email 360 support department and have received nothing but automated bullshit pointing me back to the department that I was complaining about. This has been going on for about a week now.
Has anyone else had this kind of issue occur? I'm really upset with how Microsoft is handling this. I know the tech support is just a group hired in India (more likely than not...pretty much a paradigm these days), but still they should remain interested in making good on their claims.
This has made me very tentative to purchase any extended warranty from these bastards and I don't understand why they just don't care.
Anyone else had this problem? And if so, how did you handle it?
Thanks,
Dennis
Woocifer on
0
Posts
My 360 broke and, over the phone to MS, it was decided that the hard-drive was the problem. I was told I should send it to them and await a replacement.
I wasn't happy with that right off the bat. Why should I pay to send them their faulty product. That mindset made me procrastinate over the matter for a week. I could still use my 360, just minus a hard-drive.
Then the 360 broke. I don't know if it was concidence or what, but either way I was back on the phone to them. Because it was my system that broke (as opposed to a peripheral) MS agreed to pay for the shipping and a few days later a box arrived for my 360. I sent it off and began waiting.
Over the next three weeks Microsoft sent me three brand new hard drives for no apparent reason. Needless to say I didn't make them aware of this fact. When my console finally got back to me it turned out they had done absolutely nothing, and it was still broken.
Back on the phone to tech support I was lucky to actually get someone who seemed to care (and was english). He assigned some kind of code to the case and told me to take my 360 back to the store I purchased it in, tell them the code and they would replace the console on the spot.
So, if there's any advice I can give you from this experience, it's to try and convince them to just give you that code instead of going through the rest of the BS.
-Thinatos
I think you should chill out a bit. It seems there was a clerical error somewhere -- one guy thought you would get sent a box, another didn't (the 2nd guy was correct for Canada, I think). You told him to forget it, and that guy probably sent out a box 'to keep you happy'.
Further more the fact that their staff doesn't understand what is going on this 'clerical error' is poor management of their customer service. If you have problems in your customer service then you either a) are going to ruin your customer base, or b) just don't care.
I'm sure Microsoft cares about their customers, they need us to continue purchasing from them. However... after 7 attempts to convey my issues fell to the side because of these 'clerical errors' and/or 'clerical script cutting and pasting', I'm pretty pissed off that I've been completely ignored. If someone had actually taken the time to contact me properly and ask me questions/ figure out what happened, I wouldn't be so angry. But the fact they shrugged me off over and over again is aggrivating.
When will I get that one person who actually cares what is going on? I have NO faith in their system anymore and furthermore their 'error' to take care of this situation is costing me Live service as I'm not using it.
And no... the gentlemen did not send out a box to keep me happy, that is their policy. I have 3-4 others in my company that this has happened to and they were contacted by Purolator and the shipment was paid for by M$.
HOWEVER...when I call and the person on the other line tells me that I am misinformed and I change my direction at solving my issue it becomes a serious problem.
Take for instance you were told by a clerk in the government that you did not have to pay your taxes. And then all the sudden, because of this 'clerical error', you are approached by the government as a felon and slapped with charges, etc.
Not as serious as that, I know. But essentially M$ has wasted their money by making this mistake, purolator is waiting on a package that won't be sent, and I am left with a sour taste in my mouth thus becoming less likely to support Microsoft as I lose money due to their mistakes.
That's a little more than just a 'clerical error' in my eyes.
And unfortuantely it doesn't seem to be a local issue, nor an uncommon one. I'm just looking for anyone that was able to get through to anyone who knows exactly what is going on and to make sure this doesnt happen again.
As I said I am interested in purchasing the extended warranty, but now I'm not so sure.
I appreciate you two responding though, thanks