Xbox Support - How can I test your patience today?

[Zab]

This is why i asked for a PS3 for xmas (and got it) Xbox hardware / services = ****ty deal, not worth my time, gaming systems suppose to be fun not a pain in the ass. Every friend of mine but one who has owned a xbox 360 has had a problem with it and had to deal with ****ty customer support ( the stories start to get annoying after multiple friends tell them to you)

Sony = not the best thats for sure, but I'd rather have a working piece of **** than a non-working piece of ****

PS: the 1 friend that hasn't had the problem is the only friend i know who has the halo3 edition (must have something to do with it)

Good Luck from all of us getting that Black one form Microsoft! I salute you!

Zab

[JohnMarsten]

When you buy something from the store and you find that something is wrong with it, the best bet is to go back to the store and exchange it for another. This way you avoid shipping, waiting, paying and dealing with phone support.....that's what I do anyways.

[Peter Lyon]

good read

i think there should be some law against that kind of customer treatment

I've had a few good experiences with their registration call centres tho. You get put through to someone in india, and they hastilly give you an activation code, once you say "it doesnt work". Used to be a lot more difficult when the call centres were local.

the moral of your story... make sure the software that your developing has a decent call centre!

[iconboy]

omg dude i was ****ed for you as i read your story!

AHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH!

dont let this go, you need to call them and try and talk to someone higher. not just the manager there, try and get the phone number to someone higher or email and recount the whole story, you have exact dates for gods sake! lol- in an email you can even link to your post on neowin! i think they should compensate you with more then just the faceplate for your patience. this is bull****.

[jokeripa]

Wow, thats ridiculous man! Maybe the note you asked him to add was the problem :p

Atleast your xbox worked in the end!

[Manso Posh]

xbox support sucks!

i called one time to cancel my live account and i had to deal with a person who could barely speak english. it toke way to long to just cancel my account.

That's because almost all the Microsoft Customer Services call centers are here in Argentina, or even in Per?. It's more cheap and easy to enslave the workers.

Next time you talk with them ask about tango. :laugh::

[aclarke_31]

I feel your pain dude. Speaking to Xbox Support is like having your teeth pulled out, its always a painful process.

You should call them, tell them that your going to send the "WHITE" Xbox360 face plate and that they should send out an Xbox360 Elite Face plate otherwise you'll threaten them with legal action.

That has to be the WORST Xbox call I've ever read about.

Makes me wonder if the main Xbox Live support call centre is run my chimpanzee's or something >.<

Burn Xbox Support, Burn >.<

[virtualmadden]

Haha, I'm so sorry you had that experience, but it was funny. Thankfully I haven't had to call MS support. (Always bought BB extended warranty) I have had to call Dell support a few times. (ex. Dell will send me replacement CDs they charge $10+ for free in a 2 minute call, but I have to spend an hour getting a keyboard replaced)

[mundox]

Well at least you guys get "support", I buy an xbox (which they sell it here with a 3 month store warranty) but when I get the stupid RROD (5 months after) I find out that MS has no support for my country, that's nice.

Now about their tech support.. well I did call them and well it was a nice lady that told me that unfortunately they can't help me but if I had any family members in the US I could send it to them and them to MS to get it repaired, which I didn't do cause I had to play the shipping expenses to the US.

I having call center experience (yeah most likely the use some call center company for their tech support) know that in your case when you talked to that guy that told he couldn't anything about the thing not being shipped was actually true. In a call center you only a computer with information, the people handling the shipping and whatever most likely is a totally different company therefore if something goes wrong on their side the call center can't do anything but submit another shipping request (which most likely they tell them NOT to do since it will cost money to MS).

[Shasoosh]

Patchou, take all the time you spent on that ***, multiply it by 100000 <-- thats the time i've spent on your pixel game 4 month ago. :)

It was a simple clever game. Didn't won anything though..

Any way, i don't have much to say about the xbox story, i hope you'll update us when things will sort out.

[Kushan]

Xbox Support is useless I got to be honest with you. I feel sorry for you suffering over such a small problem, which could have easily been fixed by them.

Unfortunately, I'm not really one to think before I speak or do, and for that matter just think generally. So, let me tell you my little story about Xbox support.

The Xbox (original) worked really well, I'll be fair on that one. I never really had to contact support over the console itself, it was just mainly Xbox LIVE. The 360 worked well also, until I phoned support. The problem I had, of sound and picture quality loss, including the picture jumping and sound also jumping, was not fixed by Microsoft. Indeed, they put it down to a hardware fault which required me to have a new Xbox 360. That was fine by me. I could take it back with just the 360, change my hard drive over etc. Not that simple.

Apparently, my retailer, GAME, had been told by Microsoft that they were not allowed to do that. But, just a day before on the 15th November 2006, Liis (Xbox 360 Support Representative) had told me this WAS possible. So had one or two other reps. So why was there a problem?

Eventually, after a few arguments with the guy in GAME and me almost being thrown out of the store, the manager settled it in my favour and the 360 was replaced. HOWEVER, the problem still existed. After just sitting down for 5 minutes, I figured out the problem was indeed a display problem. So why couldn't support help me with this?

Xbox LIVE has also been a huge source of my problems for a while as well. Between IP and DNS settings which again, the support service could not help me with, it has been a right mess. Overall, not satisfied.

26th September 2007 - the release of Halo 3. Unfortunately, my discs were scratched. I sent mine back to Microsoft. After waiting their promised 5 day return limit, which ended up being one month, I was returned one game disc. No case, no limited edition disc or box, or manuals as paid for. Just one disc. So that was indeed ?44.99 down the drain. I did however battle it out with Microsoft and can now say I've successfully ended up with one game, but two cases. I really must thank Trading Standards for that one who helped me threaten them with legal action!

Why is it Microsoft's fault that your Display wasn't working correctly?

[ßéár]

Well everyone knows you can't count on M$ for support. If I ever have to call I always say "Let me talk to your manager" because it almost never works out unless u do it that way

[Dylaan]

And I remember I couldn't help myself but to compare this replacement issue with a similar experience I recently had with Nintendo. During the same period, Nintendo had decided that new Wiimotes would now be sold with a protective jacket and for some reason, they deemed appropriate to offer a jacket, for free, to any existing owner of a Wii. It took me three minutes to go to their site, enter my address and my serial number, and confirm the order. Their only question? "how many jackets do you want". I asked for 3 of them because I have 3 Wiimotes. No need to send the controllers back, no need for an invoice, no need for anything. Just a confirmation message thanking me for my "order" and telling me it could take a while before I get the jackets because of the high demand... I finally got the package only 5 weeks later, and they were not blue...

Here in Australia, if you wanted replacement parts or tech support, you have to call Nintendo's office in Melbourne. Think of it as a long distance call, not sure what you'd call it over there... Not terribly fun when you wait on hold for half an hour.

Anyway, your story reminded me that I was still waiting on some wrist straps. :p I rang them to see what was happening, turns out they're having some sort of major demand for them, and they had only just received some. I was told they should be here in a few weeks, but the person I was speaking to couldn't confirm whether my details were there. (Some kind of problem) Took my details again anyway, just to be sure. Just out of curiosity, I asked whether they were an overseas call-centre or actually a department at the head office. (As they mentioned something about having to pack the wrist straps and send them out) Turns out it wasn't a call centre, and they had a fair bit of background knowledge...

We'll see if they arrive or not, but in my opinion, that's how all customer support should be! (Yeah, I actually bothered to sign up just to post this, such are the ways of a fourteen year old) :p

[az`rael]

HA!

Someone who feels my pain.

I recently purchased the Xbox 360 Wireless adapter for Windows (which I am excited to be using on my new Macbook, ironically :)).

When I plug in the USB device into any of my USB ports the entire USB grid shuts down. My external soundcards, midi controllers, mice, keyboards just stop working. I tried to investigate the matter with Google but alas no one else seemed to have this problem. I figure its a problem with the device driver and my hardware (the device works on other computers) so I decide to give them a call, not expecting a answer buy some sort of insurance that it will be looked into.

First I decided to call Xbox support which was a bad idea. They always ask for your Xbox ID or something like that and well... I don't own an Xbox. After abnout 15 minutes trying to EXPLAIN what the device was and he found it on his system (I don't know where these people were educated). He told me I'd have to call MS support because it's not an Xbox product.

The next day I did call Microsoft (a support number I had to go looking for... it's not in the manual, on the box, anything). After trying to explain my situation I get a lot of "Isn't that an Xbox product?" and general not listening to my problem. They told me that because I'm Canadian I need to contact Canadian customer service. I'm redirected and disconnected. I try a few more times until I'm told I'd have to call Canadian tech support myself.

I get in touch with the Canadian support, which I must say, is much nicer to talk to then the Americans. I don't consider it a bias, just that they responded more lifelike. At this time I was extremely aggravated and when explained the situation they sympathized and said things like "wow that is stupid," something I never expect from phone service.

Anyways, they were the Canadian equivalent of Customer Service and said they needed to direct me to Technical Support. I'm given some sort of number (I forget what it was called) to relay to the Tech Support agent.

I get redirected to American Customer service that tells me they only support NORTH AMERICAN clients "WTF???? Canada isn't North American now?" After explaining that Canada IS in North America, the woman on the phone corrected and said America (she did this a few times during my time with her). I try to give her the ID number thing I got and she says that she can't access it on her system and I'd have to call Canadian support back.

This was a big circle I continued to go through for a few hours looking for some sort of answer or at least a tech service rep. It eventually led to me screaming at an American representative. I've got a bad temper by nature and have recently just quit smoking. I wasn't very nice.

Although it's not the agents fault, I was (and still am) extremely disappointed with the lack of Customer Service and how incredibly useless it is. I will never purchase another Microsoft Product again, in fear that if it breaks I'll be up the creek. :(

[goji]

All in all it would appear that MS has severe quality control issues with the 360 brand.

Though it has been mentioned regarding previous cases, it would appear that more live accounts have been hijakced recently.... because of the coveted Recon armor in H3. Sad what some kids consider "success" these days.

I hope you get your problem straightened out.

[+Warwagon MVC]

Great writing.

It was funny when ever it said "support" I was reading it with Apu's voice in my head

[The JD]

Sorry, But I must post this.

Allthough I have finally broken free from my Playstation Life (PSX, PSone, PS2 & PSP) and now own an XBox 360, I would like to comment on PlayStation Support.

I can not guarantee that this would be the same worldwide, as I am in Sydney, Australia.

I had a broken Playstation Portable, I called Support, registered the PSP, They advised me the process:

* They send me a new Playstation Portable (or used in perfect condition)

* I send them my broken PSP

* Everyone is happy.

Sound too good to be true? It wasn't.

From the time I called them, until the time I had the whole issue resolved, was 2 DAYS!!!

Even to send the PSP to them, It was via a FREE POSTAGE BOX (Reply Paid).

If only M$ had the same sort of setup.

I feel sorry for Patchou (and anyone else that deals with that ****).

[Smashing Pumpkin]

My Xbox 360 is on it'as way back from Frankfurt right now :D

[Rudy]

I remember calling Logitech because the keys on my keyboard were worn out (expecting them to send me new keys or a refurbished keyboard) and they sent me a brand new keyboard/mouse combo and they told me to keep my old one (the new one was way better and more expensive)

[red.daisy]

:angry: I have to say I have experienced similar service from XBox Support. I had the 3 lights of death though so I called in to be walked through a solution to the problem but it didn't work. The phone tech said he would send a box for me to send it back in and I should have the box within 5 days.

I never got the box after waiting for 7 days, so I called in explained the situation and was told Purolator has it . I contact Purolator and they had no record of the reference number I was given by xbox support, and told me this was a common situation with them. I gave it a couple of days and still nothing so I called again. I once again explained the situation and was told, "oh well we gave you the wrong number." I checked with Purolator again and was told the new number wasn't in the system either. I called again this time ****ed and told the person it had been two weeks since my original call and I wanted this solved quickly and now. I suddenly got some action - a new number for Purolator which worked and I had the box within 3 days.

I mistakenly thought finally some action. I wrote a letter about the experience and stated I expected to get my console back faster than it took to get me a stupid box to send it to them in.

I kept track of my repair on line and to my surprise the same day they got it, it was repaired and being mailed back. I checked the Purolator number but it wasn't in the Purolator system so I waited a couple of days and finally called Purolator who explained that it wasn't a valid number and to call Xbox support. Xbox support gave me the same number and told me it was the only one they had so I needed to talk to Purolator. I had to explain the number was missing to numbers and I wanted the correct number so I could track the package. I was essentially told very politely that they had no way of getting the correct number but Purolator should be able to do this. <They might as well say that the service centre that does the repairs and the phone support centre don't talk to each other>

I called Purolator who offered to try to track the package with the little information I had - the address of the xbox service centre, the serial number of my xbox and what it was being sent, a partial tracking number, name and address. I called xbox support again and told them the situation and demanded the correct tracking number. The support person was only able to tell me that Purolator was correct but was transferred to his supervisor. The supervisor apologized and stated I would be contacted by someone in their tracking department who could get the correct number.

Purolator contacted me and stated they checked all the service centres and the package could not be found so it must not have been sent out from the Xbox service centre so I should contact them. A day later xbox calls claiming that Purolator delivered back to them as undeliverable - funny Purolator couldn't find it and had been searching for it for 6 days. BULL! But given that I am essentially being held over a barrel I say nothing. The tracking person wasn't able to give me a correct Purolator number STILL even though they had it returned. And now the service centre is "waiting for my package" so they can begin repairs...Well if they have the package, why are they waiting for it. They don't seem to check returned packages, if it was actually returned to them. Amusingly the gentleman "assisting me" (using the term very loosely) e-mailed to say that the service centre should have it sent out again very shortly but are going through some standard procedures - waiting for a package from me that they already have...Isn't that a bit stupid?

It has been over a month since I had my original problem with my xbox, over a month since I sent it back to them and it will be one month on the 4th of July since they got the xbox. Hmmm, the service centre claims that they get the xbox back to everyone within two to three weeks of receiving it for repairs. I AM STILL WAITING. What a line of bull! Xbox service SUCKS! I imagine I will be lucky if I ever get my xbox 360 back. I think it is time to look at other console systems which I didn't think I would ever be saying.

[Gally]

That's really bad, Especially about returning the face plate, Once my dad had a dell which broke, so he called them they sent a similar system (slightly better) by courier, who collected the broken one at the same time (Simple, no charges) however they accidentally sent him a new monitor, mouse and keyboard too, being honest my dad rang dell again and they said he could keep it as it wasn't worth the trouble of returning it. So I set up dual monitor for him and other than waiting a week for delivery, there was no hassle whatsoever.

Another time, I had a problem with the media card reader, so I went on the dell site to the chat yoke, after explaining my problem to some Indian guy he just sent me a new one and I got it 3 days later. Didn't even have to return the broken one.

Edited June 27, 2008 by Gally