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XBOX 360 Repair Process
My 360 console began experiencing the "3 Red Light" problem so I called support on 7/14. I was told I would receive a box and that the replacement process would take 4-6 weeks.
I called two weeks later, because when I tried to check status online, there were no consoles registered to me, my phone number, nor my gamertag. When I called, i was assured that my console was tied to my gamertag. When I asked why I could not view this online, the representative indicated that everything was correct and he could not help me.
I just called support again today and found out that a service order was never submitted and that the 4-6 weeks has restarted (assuming that the order is persisted this time.) I asked if there was any way to expedite this but the answer was no. I asked if there were a care team that I could talk to but the answer was no.
I appreciate that Microsoft is providing this service, but at this point, 2 months after initial contact, I have no console to play and I am now looking hard at something I wouldn't have considered before this incident - buying a PS3.
I am sure that I am not the only Microsoft customer this has happened to. Having been through it, I can assure you that this level of support is what is damaging the Microsoft brand, not the original 4-6 week window. It is now September 14 and I still don't have it back.
I called two weeks later, because when I tried to check status online, there were no consoles registered to me, my phone number, nor my gamertag. When I called, i was assured that my console was tied to my gamertag. When I asked why I could not view this online, the representative indicated that everything was correct and he could not help me.
I just called support again today and found out that a service order was never submitted and that the 4-6 weeks has restarted (assuming that the order is persisted this time.) I asked if there was any way to expedite this but the answer was no. I asked if there were a care team that I could talk to but the answer was no.
I appreciate that Microsoft is providing this service, but at this point, 2 months after initial contact, I have no console to play and I am now looking hard at something I wouldn't have considered before this incident - buying a PS3.
I am sure that I am not the only Microsoft customer this has happened to. Having been through it, I can assure you that this level of support is what is damaging the Microsoft brand, not the original 4-6 week window. It is now September 14 and I still don't have it back.
I’m frustrated
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The more people who report this problem, the more it gets noticed.
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Inappropriate?Ouch! I feel your pain! I've been frustrated by similar processes from other companies before.
As an alternative to spending the 500 dollars on a PS3, you could also look into one of the various 3rd party repair services that have sprung up to provide better service than what microsoft is willing to provider.
One such example: http://www.esalesinc.net/xbox-360-rep...
They aren't free, but 500 dollars is a lot more than 50 :-)
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Inappropriate?I would say the thought of making move to PS3 is a bit hasty. I have experienced similar customer care issues with XBox and XBoxLIVE representatives. However, you have to keep in mind there was a reason you chose to go with said console vs another, and it certainly wasn't the customer support that made the decision for you.
There definitely needs to be significant improvement by Microsoft with the care given to console owners, but don't jump ship over this bad experience. Whatever the reason you first decided to go with XBox, be it the games or the LIVE service, that reason hasn't changed.
I wish you luck and patience in going forward with the situation. Hopefully you will be back up and online sooner rather than later.
I’m unimpressed.
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Inappropriate?You're definitely not the only one. Every Xbox owner I know has experienced similar problems.
I think you hit on a crucial point when you said that it's not Microsoft's initial failing, but their inability to make things right.
It might not be time to make the switch to a different console, but if you do, Nintendo's customer service does not disappoint!
http://fiendishgleeclub.vox.com/libra...
I’m empathetic
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Inappropriate?The saga continues:
So I finally got my 360 back, but after 3 months and a couple days, my lovely console reports a "Unplayable Disc" error from the dashboard. I called Microsoft and the response was that they would fix it for $100. I am so fed up with this and am seeing RED!
I’m frustrated, angry
1 person says
this solves the problem
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Inappropriate?I called to get my xbxox 360 fixed and UPS came and got it the next morning , it only took a week and 3 days and i had it back in perfect working condition. Whats happened to you's really sucks.
I’m Feelin For you's
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Inappropriate?We are going through the same thing with our XBOX. We will fix it for a fee!! What a pain in the rear. They have charged our card the $99 plus tax, yet we are supposed to be getting a postage tag in the mail to send it back and haven't seen it yet. I posted above also about the live accounts we have and they won't even help with those. They say they will fix our console but it only will have a 3 month warranty when we get it back! You pay through the nose to have the privilege of owning a piece of junk, then it breaks and you have to pay even more just to get it fixed. I feel Micosoft owes their customers a little more, especially since they know about all of the problems.
I’m annoyed!
