Is this typical of MS Support?

Sent in XBox 360 on 11-14-2013 for OOW repair. Looking back, it was a stupid move to waste $106 to fix something I can get for new for $200 on sale.

Anyway. Nothing, nothing, nothing. Attempted a chat on 12-10-2013 but the wait was 1hr+.

Then I chat today for 1hr+ to get the most ridiculous response which is attached below....but the highlight is this.

Evangeline: Upon checking, as of 11/26/2013, the device is still being repaired. You don't have to worry now, Scott.

My response is: 11/26/2013 was 5-6 weeks ago. So what happened to it?

Evangeline: Do not worry, Scott, it is still in the Service Center and is being repaired.

12 minutes later, I get this: Hi Scott! Thank you so much for patiently waiting. I have double checked the status of the repair, it appears that your device is now being shipped out. In a few days, you will receive an email that contains a tracking number. Please check your email from time to time, alright?

I'm just wondering if this is typical. I've never dealt with Microsoft for repair or contacting them for a status update. Not impressed, but maybe this is par. I thought I'd save $100 by getting this fixed for my kid, but 2 months later and he's kinda crabby with me. He might be spoiled, but I told him I would take care of it. His10yo mind doesn't understand the behind the scenes of why his favorite toy in the world went away for 2 months. Had I known, I would have put the money to something else. But I didn't and while we cannot afford an XBox One for him this year, next year I might consider the purchase otherwise if this is in fact typical of repair, support and follow-up that Microsoft offers.

Here is the full text of the exhilarating chat I just had that went nowhere for almost an hour and then went nowhere for those of you more bored than me for posting this post.

info: at 21:28:51
Please wait for an agent to respond. 
The current average wait time is 23 minutes. 
Thank you for your patience.
info: at 21:30:51
All agents are currently assisting others. The current average wait time is 21 minutes. Thank you for your patience.
info: at 21:32:51
All agents are currently assisting others. The current average wait time is 21 minutes. Thank you for your patience.
info: at 21:34:51
All agents are currently assisting others. The current average wait time is 20 minutes. Thank you for your patience.
info: at 21:36:51
All agents are currently assisting others. The current average wait time is 17 minutes. Thank you for your patience.
info: at 21:38:51
All agents are currently assisting others. The current average wait time is 12 minutes. Thank you for your patience.
info: at 21:40:51
All agents are currently assisting others. The current average wait time is 12 minutes. Thank you for your patience.
info: at 21:42:51
All agents are currently assisting others. The current average wait time is 12 minutes. Thank you for your patience.
info: at 21:44:51
All agents are currently assisting others. The current average wait time is 7 minutes. Thank you for your patience.
info: at 21:46:51
All agents are currently assisting others. The current average wait time is 4 minutes. Thank you for your patience.
info: at 21:48:51
All agents are currently assisting others. The current average wait time is 3 minutes. Thank you for your patience.
info: at 21:50:04
Privacy Statement 
You are now chatting with 'Evangeline'
Evangeline: at 21:50:10
Thank you for contacting Xbox Chat Support, my name is Evangeline. Please give me a few minutes while I review your concern.
Evangeline: at 21:51:24
Hi Scott! Thank you for patiently waiting. I hope you are doing good today.
Scott: at 21:52:25
I am thank you.
Evangeline: at 21:53:07
Glad to hear that, Scott.
Evangeline: at 21:53:41
I understand that you want an update for the status of your Xbox repair, is this correct?
Scott: at 21:54:07
Yes. 7 weeks with no update is excessive.
Evangeline: at 21:55:26
I do apologize for the inconvenience, Scott. Do not worry, I will check it for you.
Evangeline: at 21:56:16
Before we proceed, may I have your gamertag, please?
Scott: at 21:57:09
M@@@@a
Evangeline: at 21:58:16
Thank you. Please give me a few minutes while I pull up your account, alright?
Evangeline: at 21:59:31
By the way, may I please have your Service Reference number?
Scott: at 22:00:06
12234@@@@4
Evangeline: at 22:00:24
Thank you so much. Please give me a few minutes while I check.
Evangeline: at 22:04:14
I am still reviewing your account, Scott. Thank you for your patience.
Evangeline: at 22:09:00
Thank you for patiently waiting, Scott. We really appreciate it.
Evangeline: at 22:12:14
Hi Scott, just checking if we are still connected?
Scott: at 22:12:24
yes
Evangeline: at 22:12:53
Thank you. I thought I have lost you.
Evangeline: at 22:14:47
Upon checking, ss of 11/26/2013, the device is still being repaired.
Evangeline: at 22:15:00
*as
Evangeline: at 22:16:13
You don't have to worry now, Scott.
Scott: at 22:17:17
11/26/2013 was 5-6 weeks ago. So what happened to it?
Evangeline: at 22:19:31
Do not worry, Scott, it is still in the Service Center and is being repaired. If I may ask, what is your zip code?
Scott: at 22:19:48
60123
Evangeline: at 22:20:58
Thank you. Let me just check something here. Thank you for your patience.
Evangeline: at 22:30:03
Hi Scott! Thank you so much for patiently waiting. I have double checked the status of the repair, it appears that your device is now being shipped out. In a few days, you will receive an email that contains a tracking number.
Evangeline: at 22:32:22
Please check your email from time to time, alright?
 

Question Info


Last updated July 4, 2018 Views 1 Applies to:

The repair time here is not typical. I can not say exactly why this happened but could only venture a guess that the service center has a high volume of repairs at this time. I would contact phone support and explain how this repair went. They may compensate you with some extra gold time, or maybe a downloadable game. You never know. Xbox usually will try to make things right.

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its typical ms support and if and when you get your console back it wont be the same one you sent in

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if i was you i wouldnt bother with xbox full stop online support is ridiculous they just threw a box together n callled it xbox one forever going down n getting less supportive of xbox 360 excuse rant n hope you got your childs xbox sorted  

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