Microsoft Refusing to Sell Extended Service Plans for Eligible Xbox 360 Consoles

I have an Xbox 360 console, which is eligible for an Extended Warranty.  On the “My Registered Devices” page I see the following line in regard to my eligible device, “Console repairs are available at no charge through the standard warranty expiration date of Feb 12, 2014. This device is eligible for an Extended Service Plan.”  Also, at the bottom of the same page, I see “Buy ESP Offer Expires in 23 Days.”  I have a screen capture of this page from https://myservice.xbox.com/en-US/pages/managedevice.aspx.

According to the policy listed on Microsoft’s website (http://support.xbox.com/en-US/xbox-360/repair/extended-service-plan), Xbox 360 console owners that are within their original warranty period are eligible for an Extended Warranty.  This is evidenced under “Step 2:  Purchase the Microsoft Extended Services Plan.”  The following is the excerpt previously mentioned,  For a console or Kinect sensor to be eligible for an extended service plan, it must currently be under the standard warranty period.”    

I am within my original warranty period and am even listed as eligible.  I was not able to buy the service online, so I called Microsoft support on 1/20/2014 and the phone representative refused to sell this extended warranty to me, stating that their policy was changed and I only had 45 days after purchase to buy the extended warranty.  Once this change was made, I became instantly ineligible for this plan.  A 45 day limit is not mentioned anywhere in regard to Xbox 360 systems, only Xbox One for Microsoft Complete.  When I spoke to support over the phone, they would not even tell me when this policy changed for existing Xbox 360 owners.  The phone support people said that it may have been changed in November of some year, but they were not sure. 

It is incredibly dishonest to pass a change, not document it on your website, and retroactively prevent many current Xbox 360 owners from purchasing an extended warranty.  It is unreasonable to make this kind of change without alerting existing customers, such as myself that still have warranty left and want to purchase the extended plan.  Had I received a notification prior to this change I would have purchased the warranty before the change went into effect.  I have owned 5 Xbox 360 consoles including my current one and have always been notified, prior to the standard warranty expiring, that I should purchase the extended warranty before it is too late.  Why was I not notified before this policy change, if in fact this policy change does apply to the Xbox 360?  

All 5 Xbox 360 consoles I have owned either red ringed or cut grooves in my games despite the fact that the system was well ventilated, stationary, perfectly level, never moved, and were never in an area prone to vibrations.  The last time I contacted Microsoft over the phone for help, it took them 40 days, 7 calls, and 4 emails to come to a resolution.  If I had not already had such terrible experiences with Xbox hardware I would not be concerned about this warranty.

I am absolutely amazed at how unhelpful Microsoft has been in regard to customer service and support.  I feel that Microsoft has gone to great lengths to take advantage of devoted long time customers.  How hard is to allow someone, who is listed as eligible to purchase a service, an opportunity to buy that service?  

I am posting to this forum because the last phone service representative I spoke with said the MS people monitoring these forums are more responsive than phone representatives.  I did not really understand why that was the case, but I am posting here per his instructions.

 

Question Info


Last updated July 4, 2018 Views 5 Applies to:

While it may be in poor taste in this day and age of everything being on the internet a company isn't obligated to have a website, let alone keep it up to date of all policy changes.

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It is in even poorer taste when a company's extended warranty website says you are eligible for an extended warranty and then the company continually denies to sell it to you.

Wouldn't you agree?

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Eh, not every page on every website can be updated immediately.  This change could be quite recent, I know I've not heard about it.

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Supposedly this change occurred 2 months or more in the past.  

Why not make such a change only apply to systems purchased/registered after the change?  

Why harm existing customers?

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Ive been extending my warranty for the past 6 years, i just called to extend it again because my time was about to expire,and they said due to policy changes,u can only extend your warranty one time now,thats ridiculous in my opinion. So now if my xbox breaks,im done with it,because i shouldnt have to pay an arm and a leg for repairs. Thanks for *** us Microsoft.Good Job

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I know exactly why they're doing this. It's called the Xbox One.

"Broken 360? No problem! For only $500, you can upgrade to the brand new Xbox One, now with almost all of the features of the previous generation console!! But don't worry. Our experts are working around to clock to give you all those features everyone has been requesting… Eventually… If we feel like it…"

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