TheBigBoxProject


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Like many others, I have a broken xbox 360... again. This is the second time I've experienced the flashing red lights of death since purchasing the console in the late summer of 2006. The console was replaced by Microsoft upon first failure under the original 90 day product warranty. Fast forward to present day, same failure... different story.

The problem isn't the console, it's the service. This time they left the door cracked just enough for me to barge in... big box in hand.

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So here is how it went after the standard banter back and forth with the tier 1 Phone Agent.

ME: I'd like to speak with your manager

PA: Ok sir I have to put you on hold so I can get the manager.

25 min later (literally).

PA: Sir are you still there?

ME: Yes.

PA: I have the manager on the line now.

T2: Hi sir, I understand you are requesting that a box be sent out to you.

ME: Yes, that's correct.

T2: I'm sorry sir, we no longer offer that.

ME: I don't understand, I had the unit replaced before and you sent me a box that time, why can't you send me one now?

T2: We changed the policy on December 7th, we are no longer offering boxes. You will have to pay for the shipping here and we will pay for the shipping back as well as the repair.

ME: I understand that, I'm just wondering why I had received a level of service before for this identical issue and now I'm receiving a lower level of service while I'm still under the same warranty.

T2: We no longer supply boxes for repairs sir, you do have a warranty but you do not have a service agreement.

ME: Why then did I receive a box last time if I only had a warranty and not a service agreement?

T2: We extended that service to you as a courtesy, we did not have to do that.

ME: So you're saying that you guys have consciously decided to no longer be courteous?

T2: We changed our policy on December 7th regarding the shipping of boxes to customers for service, sir. It does not mean we are not being courteous.

ME: I just don't understand how you can service a broken warranty product at one level and then a few months down the road, while under that same warranty, offer a lower level of service.

T2: Sir there is a clause in the warranty that came with your console stating that we have the right to change the terms of agreement at any time.

ME: I understand that, but you can't honestly tell me that you think that is fair to a customer - To receive a level of customer service at one point and a lower level at another just because there is a clause in the warranty. Do you think that is fair?

T2: Sir it is policy, I don't have to justify whether or not it's fair.

ME: Ok, I'll pay for the shipping but I want some kind of compensation. I want a game.

T2: I cannot give you a game, sir.

ME: I want a controller

T2: I have no way of giving you a controller.

ME: How about some xbox Live points?

T2: Sir there is no reason for me to give you compensation, this is policy.

ME: I understand that this is NOW your policy. I work in a job that is eerily similar to yours. I KNOW there is something you can do for me, I know that you have access to some account or some form of compensation to better the experience of the customer... you know, for certain situation where a customer feels short changed.

T2: I have nothing of that sort sir, there is nothing I can do for you.

ME: Ok if you can't do anything for me than I'd like to talk to the person above you.

T2: The only person above me is my HR manager and she will not be able to help the situation.

ME: Ok so what you're telling me that as long as I pay for the shipping you will ship it back to me for free?

T2: That is correct sir.

ME: So if you can ship it back to me, why can't you ship me a box to begin with.

T2: We do not offer that service anymore sir.

ME: You cant make an exception and ship me a box?

T2: No we have no boxes to send to you.

ME: You have no boxes to send me? What happened to all the boxes you used to send, you don't have them anymore?

T2: No, sir.

ME: Do you have any access to any cardboard? Could you make me a box and send that to me?

T2: No sir, I cannot.

ME: Are you saying that you have no cardboard in which you can send me.

T2: No sir.

ME: So what you are telling me is that Microsoft owns zero cardboard.

T2: I said we have no cardboard to ship to you.

ME: Well what cardboard are you going to send it back to me in?

T2: We will ship back your unit in the same box that you ship it to us in.

ME: Really. So no matter what box I send to you, you will return it to me in that very box.. because from what you just told me you have ZERO cardboard in which you could send it back to me in other than my box?

T2: Policy states that we ship it back to you in the box you send to us.

ME: So no matter what, whatever box I send I get back because I'm paying for that box so I must own it, right?

T2: That is correct sir.

ME: 100% you will send me my box and no other?

T2: Yes.

ME: Ok.

ME: How big is your repair center?

T2: Excuse me?

ME: How big is your repair center?

T2: I don't see how that pertains to the situation sir.

ME: Because I am going to send you my broken xbox in the biggest damn box you have ever seen.

T2: Ummm... ok.

ME: I'm talking huge, like Mac Truck huge.

T2: Ummm... ok.

ME: And you'll have to send that back right? because there is absolutely no other available cardboard for you to send it in... that's what you said right?

T2: Ummm, policy would state that we have to return your box to you.

ME: Great, let's set up the repair. You're getting a HUGE box.

To checkout more/donate: http://www.thebigboxproject.com/

:rofl:

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This is just stupid. I hate people who have to make things harder than they need to be -- wasting their own time arguing over something that won't amount to a hill of beans.

I'm not sure what the point is, either. He wants to send a massive box just so they send it back to him... I fail to see the comedy here.

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This is just stupid. I hate people who have to make things harder than they need to be -- wasting their own time arguing over something that won't amount to a hill of beans.

I'm not sure what the point is, either. He wants to send a massive box just so they send it back to him... I fail to see the comedy here.

Lighten up dude. Here, I will spell out the point behind all of this:

Microsoft changed their policy in not providing a box to people who have problems with their console. The new policy is that the user has to send the console in themselves (providing their own box) and Microsoft will repair (or send out a new console) in the box provided. So, in an attempt to show Microsoft how (arguably) unfair this new policy is, this person is going to send a very expensive box for Microsoft to ship back; so, ironically, Microsoft would have saved money had they provided their own box for a few dollars of their own expense. Think of it as a satirical act.

Get it? :rolleyes:

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hahaha, i would love to see this box being shipped.

i didn't know microsoft stopped supplying boxes.

me either, when I had to send mine in it was excellent. They sent the box next day, I returned it to them the same day, and 1 day later received a brand new x-box 360.

Bookmarked. :)

Me too.

They have $400+ dollars already.

e-bay has some great deals on shipping containers. But the shipping fee's are probably killer. :rofl:

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I agree with Ayepecks. I'm in a position at work where I have to deal with customer issues all the time and I would have probably told the guy to cut it out and listen to his options or I would simply end the call. The guy on the phone didn't make the policy; he's just doing his job. Stop being a whiney brat and just go get a box. This is the exact reason I always save a box or two when I order online, so I always have one on hand. Maybe if this kid took more time learning some common sense and less acting like an idiot, he'd have a fixed Xbox already.

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^ Ah, well, you've completely missed the point as well.

Either way, it doesn't really matter, I'm sure Microsoft will end up shipping back the console in a much smaller/more appropriate box. Unless the guy does end up getting enough money to get more than one console sent in, then that will be interesting. :laugh:

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What's the point? That they changed their policy? Yes, I got it. What's this kid's point, though? No one else is going to do what he's doing, so it will be one single cost to Microsoft. As far as I can tell, he's only acting like an ass. The term "rebel without a cause" comes to mind.

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I already explained the point. If you fail to see the humor and/or satire in all of this then you really need to lighten up a bit and think about what message is trying to be sent.

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