Hey guys. I've never posted to this forum, and I'm not usually one to vent via the internet. But, the way Microsoft handled the repair process for my Xbox 360 after I got the dreaded red ring of death (RROD) has really changed the way I view them as a company. Here's the abridged version of the process from start to finish.
I bought my Xbox 360 in October of 2008. From the very first day I bought it up until today, I have taken phenomenal care of it. I have a level of "electronics OCD" that my friends and past roommates find more than annoying. Needless to say, my Xbox 360 was off-limits for most people to abuse in any way.
On April 12th of this year, I began playing a game on my Xbox 360, and got the red ring of death for the first time.
I immediately went to the Xbox support website and filled out all of the necessary information to repair my console. I opted for Microsoft to mail me a shipping label rather than print one, because I did not have a home printer and the bosses at the office most likely wouldn't appreciate me printing it there.
I wrote in the comments section that my console was just six months out of warranty, and, as stated above, I have taken exceptional care of my console. I asked Microsoft to contact me about a reduced payment. Clearly this was overlooked, because as soon as I clicked "submit", the $100 was out of my account. No big deal; I would just be happy knowing my console would be repaired soon.
A couple of weeks went by and I still had not received my shipping label. I checked the mail everyday hoping to get it, but came up empty every time.
On April 29th, I attempted to contact Microsoft via the support website again. I stated the issue using my confirmation number. I never heard any type of response.
On May 5th, I called the support hotline, and spoke to a nice Indian man. I watched the time-counter on my phone to see how long this would take. I was on the phone with him for 40 minutes, on and off hold, before he told me there was nothing he could do. He promised that I would receive a phone call within 24-48 hours from another representative. I never received that call.
On May 9th, I called the support hotline again. I asked to speak to a manager, and the Indian representative spent that 15 minute phone call explaining that all of the Microsoft managers were in a meeting. A little hard to believe, but not much I could do about it. I was promised a phone call back within two hours. I never received that call either.
On May 10th, I called the support hotline again. I asked to speak to a manager, and the Indian representative informed me that a manager couldn't do anything for me at this point because of the special circumstances regarding my case. I was interrupted several times by the rude representative and told that I would be contacted on May 24th by a member of the "escalations department". A bit of an oxymoron if you ask me.
After some pleading, I got through to a manager and was promised an e-mail within 24 hours with the shipping label. I asked the manager if I would be re-imbursed since I had waited so long. He told me I "would not be charged anything additional" meaning they were keeping my $100.
On May 11th, I received the e-mail with the shipping label, and on May 12th I shipped the console out to Microsoft. My console was repaired and delivered back to me on June 1st.
During this whole process, I was shocked at the lack of professionalism exhibited by the support staff of Microsoft. The fact that support has been out-sourced to some nice (for the most part), albeit difficult to understand, Indian people is one topic. But, the fact that I had to reach out that many times, and still feel under-valued as a customer is unacceptable. It should not have taken over seven weeks to repair my console. There really is no excuse for that.
I have been loyal to Microsoft products for a long time. But, as soon as my Xbox 360 has any more issues, I will be trashing it and buying a PS3.