Worst Customer Service Experience Ever

To whom this concerns,

I have been waiting over a month for proper resolution for an issue that has become one of the worst customer service experiences I have ever had as a consumer.  I have always had a loyalty to Xbox and have been a live member and purchaser for many years.  Upon being asked by friends and family I have always promoted your brand and services as being better than the competition.  But after all of the issues that I will be listing below as facts I am at the point where I will begin the process of auctioning off all of my games and consoles on ebay.  To prove this point I have been a long time player of the Halo series and I sold off Halo 4 as the start to the rest of my thirty game collection with kinect.  The main reason for my disgust is that my son for over six weeks has asked me Dad when can we play xbox together and I have to tell him I do not know since they won't tell me when I am going to get my controller.  It seems that everyone I am dealing with at the call center is giving me a run around and saying there is nothing they can do for me other than direct me to Level 3 support who is a gentleman named Luis who has made many false representations and information to me as a loyal customer.  I feel that I have been held hostage as a consumer and that I have no idea of how this many failures could happen at a world-class organization such as Microsoft.  Hopefully someone can help me as I do not know what else to do, but to sell off all of my xbox belongings this upcoming Friday and purchase a PS3 as I have heard many positive experiences from people that have these systems.  I am writing to you a detailed factual letter with all documented process failures that I have experienced with this situation, please scroll through the entire e-mail with examples below.


To start I first called on Nov 8th 2012 to get resolution to a broken Kinect that died after a year and a broken Xbox 360 play and charge pictured below.  The Kinect was not covered under warranty which I was disappointed about, but I understood the terms.  My controller was covered because it fell with in the window purchase date.  I was happy with this and the gentleman who was helping me was a real pleasure.  He told me the process was simple but detailed I followed all of his instructions and shipped my controller off within a couple of days after the call.  My controller as pictured below is a Special Edition Transforming D-pad play and charge controller $65 on Best Buy.com  

Link below:  
http://www.bestbuy.com/site/Microsoft+-+Xbox+360+Wireless+Controller+with+Transforming+D-pad/1608094.p?id=1218272665028&skuId=1608094&ref=06&loc=01&ci_src=14110944&ci_sku=1608094&extensionType=pla:g&s_kwcid=PTC!pla!!!22278234874!g!!6892553434&gclid=CJOR0dD-nLQCFU6mPAodJl4AJA





From:     Xbox Customer Support <*** Email address is removed for privacy ***>
    Subject:     Xbox 360 service confirmation
    Date:     November 8, 2012 9:35:12 PM CST
    To:     (mod removed)
    Reply-To:     Xbox Customer Support <*** Email address is removed for privacy ***>
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Service request number:
1187619985
    
    
Console serial number:
306755291505


Dear (mod removed)

We have received your accessory service request. In order to proceed, please follow the steps in this email.

Step 1: Pack the non-working product for shipping.
Step 2: Ship us the product.
Step 3: Once received, we’ll send you a replacement.



    
Pack the non-working product for shipping

1.    Obtain a sturdy shipping box. Use bubble wrap, newspaper, or other recyclable materials for packing the device. Do not use clothing.
2.    Put the product in the shipping box, making sure that it fits snugly.
3.    Seal the box with packing tape.
4.    Write the Microsoft service center address on the box:

7802 West Bob Bullock Loop
Laredo, TX 78045

5.    Write your return address on the box. Write Service Request number (1187619985) on the box so it does not delay order.

Notes
•    Do not write Xbox or Microsoft anywhere on the box.
•    Do not send any additional accessories.



    Ship us the Product

Send the non-working Xbox product to our service center using the shipping method of your choice. We recommend choosing a carrier that can provide a tracking number.




    
Once received, we will send you a replacement
Here is what you need to know...


•    
Once we receive your non-working Xbox product, we will ship a replacement to you within 10 working days.
•    We will send you a confirmation email when the replacement product leaves our service center.

Note: This email address is not monitored



Need further assistance? Go to Support.xbox.com:

•    Get help by searching for answers to your questions.
•    Join the Xbox online Community, share tips, and help others at forums.xbox.com.
•    Request Xbox 360 console service.

Note: This email address is not monitored


Thank you.

The Xbox Support Team

Contact Xbox Support

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Microsoft, One Microsoft Way, Redmond, WA 98052

© 2010 Microsoft Corporation. All rights reserved.

This email was sent to: (mod removed)

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About two weeks passed by the email above clear stated that once we receive the product we will ship a replacement to you within ten working days.  This however was never completed and I had tracking confirmation that it was sent and received by E Cantu on Nov 16th at 3:21pm.


Nov 29th I was concerned and proceeded to call the xbox support line and I told them I believe that they lost my package at the center.  They said do you have a tracking number I told them my they specific information signed by E Cantu on Nov 16th at 3:21pm and that my tracking number was at my office and I would not be back there until Monday, they said there was nothing they could do to help me without that tracking number.  I ask if they were sure about that and can they at least start the process to find the misplaced package I would call back on Monday and give it to them, they said they could not set it up as misplaced.  I later found out from a supervisor at the call center that this was not true.  


December 3rd I called back and provided the tracking number.  I asked what the follow up process would be and the agent told me it would be 24-48 hours.  


December 6th I called back and they told me that it could take up to 12 days to get a response back from someone I asked to speak to a supervisor of the call center.  The gentleman's name I believe was Joe, he seemed to be very knowledgable and helpful he informed me that that person who told me 1-2 days was not correct in the process and that it could take up to 12 days I explained to him my issues about the tracking number and the time I had to wait to start the process he said that should not of happened as well and was going to check the call scripts and provide training to improve customer experience.  


December 8th I received the following e-mail from Luis from Xbox Customer Care level three:


From:     Xbox Customer Support <*** Email address is removed for privacy ***>
    Subject:     SRX1189440041ID - Re: Service Request number: 1189440041
    Date:     December 8, 2012 12:10:45 PM CST
    To:     (mod removed)

Hello (mod removed) 

My name is Luis, and I am reaching out to you from the Xbox Customer CARE Team. I received your feedback that you have not received the controller you recently ordered. I want to sincerely apologize for the time it has taken to get the controller back to you.
 
I would like to share some good news with you and let you know I have requested our service center to ship the controller to you immediately. You will receive an email once the game disc is on its way that will contain the tracking number for the shipment.

If you have any further questions or concerns, please either reply directly to this email or call our customer support line at 1-800-4MY-XBOX. Thank you for your patience and your continued support of Xbox! I hope you have a great day.
 
Sincerely,
 
Luis N.
Xbox Customer Care Advocacy Specialist
Customer Advocacy & Exceptions Management Team
This communication, including any attachments, is intended solely for the use of the addressee and may contain information which is privileged, confidential and exempt from disclosure under applicable law or subject to copyright. If you are not an intended recipient, any use, disclosure, distribution, reproduction, review or copying is unauthorized and may be unlawful. If you have received this transmission in error, please notify the sender immediately. Thank you.


December 8th I wrote back to Luis stating that I did not have a game disc and that I am confused I requested a controller.  His reply to me took two days and is written below.  



From:     Xbox Customer Support <*** Email address is removed for privacy ***>
    Subject:     RE: SRX1189440041ID - Re: Service Request number: 1189440041
    Date:     December 10, 2012 10:14:47 AM CST
    To:     (mod removed)
Hello (mod removed)

 
This is Luis from the Xbox Customer CARE Team. Thank you for your email reply and I would like to apologize for the confusion with the game disc. I meant the silver wireless controller you had processed the previous fulfillment order.
 
Once the silver wireless controller leaves our service center you will receive the tracking number information and you will be able to track your package. Once again I am sorry about the confusion with the game disc but there will not be any game disc ship.
 
If you have any further questions or concerns call our customer support line at 1-800-4MY-XBOX.
 
Once again I am sorry for the inconvenience and would like to thank you very much for your patience and for being a valuable member of the Xbox community!
 
Thank you very much for your time.
 
Sincerely,
 
Luis N.
Xbox Customer Care Advocacy Specialist
Customer Advocacy & Exceptions Management Team
This communication, including any attachments, is intended solely for the use of the addressee and may contain information which is privileged, confidential and exempt from disclosure under applicable law or subject to copyright. If you are not an intended recipient, any use, disclosure, distribution, reproduction, review or copying is unauthorized and may be unlawful. If you have received this transmission in error, please notify the sender immediately. Thank you.


I was confused on why Luis had said once it leaves our center when two days prior he said it would be sent immediately.  This is the point where I started to get concerned with lack of urgency on Luis's end with deal with an issue that was well beyond the ten day promise written in the initial e-mail repair request.

December 12 still no request from Luis and I am very disappointed and concern so I call the Xbox Support line again.  Ask to be transferred to a manager in hopes I can get someone to help me.  I get in touch with an gentleman David, has english accent who provided me great assurance that this was not the normal process that this was in fact very disappointing and that he would help me the best he could find resolution.  He also noted that I should receive something as far as points or live month memberships codes in for my time lost with the multiple follow ups and time waiting on hold.

December 13 11:30am CST - Luis gives me a call to inform me that he was out of stock of my controller and that it was not able to be sent.  He said he had an alternative controller a wireless Call Of Duty Modern Combat 3 controller.  I told him I really needed my type of my controller back as I like the feel of it, and he said there was nothing he could do, that this was the best alternative and this was a special controller offered with consoles.  I did a quick check on Best Buy.com and found the controller was priced at $49.99.  I explained that he has made me wait all this time and climb through hoops spent countless hours calling the call center for status updates and he was downgrading me on controllers when I was promised on my initial call that I would be matched or upgraded if it was out of stock.  He said sir oh you have the play and charge controller, I told him yes I sent all that to them and it was noted in the first call specifically.  I asked to then speak with Luis's supervisor and he told me that I could not that he was the end of the line.  I asked him could he send me two regular wireless controllers ($39.99 at Best Buy) since this has gotten out of hand.  He said he did not know if he could do that, he promised me he would call me back that afternoon and let me know the resolution.  They day went by Luis never called me back.

Link:
Modern Warfare 3 Controller:
http://www.bestbuy.com/site/Microsoft+-+Call+of+Duty%3A+Modern+Warfare+3+Wireless+Controller+for+Xbox+360/3591042.p?id=1218417802108&skuId=3591042&st=xbox%20wireless%20controller&cp=1&lp=2

Wireless Black 360 Controller:
http://www.bestbuy.com/site/Microsoft+-+Xbox+360+Wireless+Controller+-+Black/8267644.p?id=1170290207067&skuId=8267644&st=xbox%20controller&cp=1&lp=1

December 13th - Evening-  I called the Microsoft company line back in attempt to find Luis or someone who can help me.  Gretchen the call operator was fantastic as far as directing me to write to you at *** Email address is removed for privacy *** she ensured me that this would get to Microsoft executives.

December 13th Evening - David told me to call him back if I had any issues.  I spoke with the call center agent who said I could not speak with him, I told her that David said any issues I could speak with him again.  They put me through to David who seemed displeased that this occurred.  He said that he would follow up on this once again and was surprised that Luis would put his supervisor in contact with me.  That he wish he could send me the controller, but could not from where he was.  He said that he was following up on this that I would receive a follow up phone call from him to check in to see if this was resolved personally.  I told him I was very disappointed that could I have him send me my request notes so I can copy and paste them into an e-mail to Microsoft as I knew this would be a lengthly process he said he could not do it but trust that everything would be documented.  He also asked if Luis mentioned giving something for my troubles I told him he did not.  I told David that like I told many others on here all I was is resolution and a controller and not be downgraded as I feel that this has been terrible as my son is asking me every day when are we going to play Xbox and I have to hell him I do not know.  That this has upset me so much that I begun auction off my games and will continue to auction off my items until this upcoming Friday if this has not been resolved I will auction off my console.  I will then take the money and buy a PS3 and multiple games proceed to take a picture and sent it to Microsoft and that I need to take control back as a consumer.  That there are many choices as far as gaming and I will not choose to do business with a company that does not care about their long standing loyal customers.  David ensured me he would contact me back.  I auction off my Halo 4 game which I will not be buying maps for or spending any more money towards Microsoft I am including proof of that auction here to show that I am serious about no longer being a customer and going to a competitor.

Proof of Ebay Auction:
Paid with PayPal on Dec 13, 2012. | Leave feedback
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High bidder ID:                             
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Duration:     1 days
Start time:    Dec 12, 2012 18:08:56 PST                 
Start price:    US $40.00
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Halo 4 (Xbox 360, 2012)

                        
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December 14th - No response

December 15th - Attempted to call the customer support center for the final time.  I asked what do I have to do to get a controller or my controller back get a lawyer and sue?  I asked to speak with David was told that could not happen and that I can send a letter to Xbox Legal Group  Attn: Xbox One Microsoft Way Redmond, WA 98052.  I hope this is not the route I have to take and/or contact the media with this situation, but this has to be the most bizarre thing I have ever went through.


I hope that that reaches the right level as I have lost all good faith in Microsoft customer service and I feel there are deceptive business practices going on in hopes that I give up and this problem will go away for your company.  While I do know that might be an assumption on my part I do not know what else to think after the way I have been treated and as a father who enjoys gaming with the son and can not for over six weeks can say just wanting a quick controller swap out.  If you feel the need to respond to me I would prefer a phone call from someone who can take action and give resolution, not more run around at my cell phone 630-715-4194.  I hope this comes before Friday as that will be my drop dead date with this situation and me being a consumer of Microsoft products as a consumer, I do have choices.


(mod removed)