Open letter to Microsoft (and warning to its customers):

On November 22, my Xbox 360 fell victim to the dreaded "three flashing red lights" problem. Mine was an early model, manufactured in October of 2005, but had been fine for over year. I had waited in line and failed to get one several times, but then lucked out when I found one at an online retailer in early December of 2005. I was horrified now to realize mine, too, was defective, and immediately called Xbox support.

I spoke to a service rep who assured me that my console would be repaired, and if a repair wasn't possible, that it would be replaced by a brand new console. I verified that I would NOT be receiving a refurbished model. I was also a bit concerned about receiving my console (or a new replacement) back by Christmas, so the rep connected me with a supervisor. The supervisor assured me that the entire repair process would be completed several weeks before Christmas and I had nothing to worry about. And, like the rep, the supervisor, too, assured me that I would either receive my original console back, after repairs, or a brand new replacement. I asked the supervisor if they could extend my Xbox Live membership three weeks to cover the time of the repair. He said that he couldn't do it himself, but he would connect me with the Xbox Live department and they could do it. Upon transfer, an Xbox Live rep told me they had no way to verify that my console was being repaired, and that I should call back after the repairs, as they couldn't help me at this time. I was annoyed, but didn't complain.

About 7 days later I received an empty box. I packaged up my console and dropped it off at UPS the same day. I tracked it via UPS Online, noting when it arrived at Microsoft. I waited a few days, called MS, and got a tracking number so I could track its return. Finally, today, on December 13, my console arrived at my house via UPS. I opened it up, excited to get back to playing some Gears of War, which had sat unused on my speaker for the last three weeks. When I got it out, I found a note that stated: "So that you can get back to playing and enjoying your Xbox quicker, we have replaced your Xbox console with a replacement unit." Naturally, given what I had been told, I expected that the unit in my hands was a brand new system. Upon closer inspection, though, I found some scratching on the top and rear of the case, indicative of wear and tear. I also noted that the manufacture date was 3/14/06. I immediately became suspicious that this was not a new system. But, I was comforted by the fact that the disc drive and infrared panel on the front were sealed in new plastic, just like a new unit. So, I hooked it up, booted up, reconfigured my wireless settings and then opened the disk drive. I was shocked to find a Spanish version of Disney's "The Incredibles" DVD inside. Clearly this was NOT a new unit. (Though, it would appear Microsoft attempted to make me believe it was by resealing portions of it to make it look new.)

I immediately called Xbox customer support. The rep who answered told me that they do sometimes send out refurbished consoles, but only with new components inside. I told him that was inconsistent with info I had received previously and I was dissatisfied. He told me he would connect me with a supervisor to handle the situation. The supervisor apologized and, like the rep, said that, while they do sometimes send out refurbished units, they should only have new components inside, and I should never have received one with scratches or a used disk drive. I told her I wanted a new console, as promised. She said she could not guarantee that, but agreed to request one, via note, on my account.

Then, she told me I would need to ship this console back, same as the first. I told her that was unacceptable, that I had just waited three weeks for this unit, and that I wanted to keep this one until a new one arrived. She said they could not accommodate. I explained that I had bought my children some Xbox 360 games for Christmas, and that it wasn't right that they would be without a console for Christmas because MS has screwed up twice. She again said they could do nothing. I was getting more frustrated, but kept my cool.

Then, I asked, if I ended up receiving a refurbished console again, what the warrantee would be. Afterall, I took incredibly good care of my unit, and I had no way of knowing what was being shipped out to me….especially after what they had just sent me. She informed me that I would only get the remainder of my existing warrantee, which expires in February of 2007, but that I could purchase an extended warrantee if I desired. I asked her to give me the extended warrantee free of charge for all the trouble I had been through. She said she was not allowed to do that. I was infuriated. I bought a console that was found to be widely defective, I had to go without it for three weeks while it was repaired, I was sent a used unit in subpar condition, and now they wanted me to pay for an extended warrantee? I asked to speak to her supervisor, but she said she was the highest ranking supervisor there, and that there was nothing further that could be done.

Then, I asked her about extending my Xbox Live subscription, explaining that the last supervisor I spoke to said it could be done, but that when I called, they had issues doing it. She told me they could not extend the subscriptions. I again expressed me dissatisfaction. She said all they could do was send me a free game…PGR3 or Kameo. I explained that I already owned both games. She said there was nothing else she could do.

The call ended with her explaining that an empty box would arrive within 3-5 business days. Then, she told me to have a nice day. Unbelievable!

Microsoft, I am appalled at this horrific customer experience. There were so many little things you could have done to minimize my frustration and keep me happy along the way, and you failed to deliver on every single one. You sold me a defective console, you service reps lied to me, you replaced my console with a used unit in poor condition, you left me without use of my Xbox Live subscription for six weeks but refused to extend it, and you will likely ship me another used unit with no extended warrantee. Further, my children will wake on Christmas morning unable to use their Christmas gifts because the console will be en route to your offices for yet another replacement. This is WRONG on so many levels.

I will NEVER buy another product from you again. But, worse yet, I will make it my mission to let everyone I can know how terrible you treat your most loyal customers.

Sincerely,
A FORMER Xbox360 fan

If the seconf unit they sent you works why are you complaining? so it has a few scratches so what. you even got a free spanish DVD. sell it on ebay and take the free game offered and sell it. To me while i can sorta understand i think your being a little unreasonable also. These are just my opinions this is a frustrating time of year take some time to sit down cool off and be happy your lucky enough to own a 360.

Merry Xmas

Chris

You're missing the point. They could have extended my Xbox Live subscription, or agreed to rush the me the console with overnight shipping, or sent me a new console before I had to send this one back, or extended my warrantee. Anyone of those things would have satisfied me and would have cost MS nothing or next to nothing (in the case of the overnight shipping). But, as a matter of policy, they refused to do any of them. Their service reps were not empowered to help me in any way beyond sending out another box and shipping me another console 3 weeks later. This is indicative of a company that simply doesn't understand customer service. Frankly, for a market leader to act this way is both surprising and sad.

I am shocked as I have dealt with them in the past on RMA's with my original XBOX.. I had them RMA and return a unit to me in 4 days (from the time it left my house till I got it back). Unforunately some of the reps are not very bright or skilled in customer service (same goes for some Supervisors). I will see if we can put some pressure on them to correct this...

Stay Tuned..

L8

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"True adaptability involves changing ones self to meet ones environment, not changing ones environment to meet ones needs" - Species8472

My girlfriend taught me something very valuable that may help here. Whenever you get a bad customer rep, or bad service, whether from a company, utility company, airline, or whatever...sometimes it helps to call back later and try another rep. Sometimes its just a matter of getting in touch with the right person.

It may not be so in this case, because some companies make sure not to empower customer support to the point where they could even loose a dime. They may not be able to Rush ship, ship a unit out without the defective one in hand, etc...just depends on the company.

Anyway good luck man.

I recently had to send in my XBOX for repair as well. It was actually a pleasant and quick ordeal except for the money I had to shell out since my warranty had expired. I honestly think that first batch of 360s was buggy BUT still better than the multi-crashing PS3 I've been using.

But I digress.

Microsoft customer service reps don't usually work directly with them EVER (isn't their repair facility in Tex-ass?). Sometimes I think they're outsourced to India too. I'm not surprised they had an "oops" on your repair request. Although not a HUGE deal, I think Microsoft (in practically every aspect of their business), has allowed itself too much room to sit and shoot the sh*t since it's competitors lag so far behind. Hello...windows! I'm not a fan of SONY...but the Wii kicks much ass.

Sorry, I'm digressing again...I do that a lot.

I don't see nuthin' wrong with demanding some stellar customer service from the company that can sink the nation in one fell swoop of a windows virus. This is America...that's what sets us apart...our sense of entitlement over customer service issues.

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...or so they say

Has anyone else had a similar negative experience? Anyone had a positive experience? Please advise. I'm trying to figure out if this is par for the course or if I got hosed.

I know a few people who have had their 360's through RMA and their experience was good and very similar to my experiences with XBOX 1. I have not had to RMA either of one 360's (knock on wood).

Have you sent back the "used or refurb" unit yet? I have escalated the issue to a senior support supervisor?

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Editor - www.hidef.com

"True adaptability involves changing ones self to meet ones environment, not changing ones environment to meet ones needs" - Species8472

This is SO true people. I learned this "secret" YEARS ago. I'm now to the point where if I don't hear what I want hear in the first few sentences or I get someone with a nasty attitude I just hang up immediately. Most companies you don't even have to wait later. The service rep pool is so large you're almost guaranteed to get someone new even if you call right after you hang up.

I just got the empty box in the mail yesterday. I planned to ship it back shortly. Is there anything else I should do special? Should I call again? (Wasn't sure if you were suggesting that I call a sr. support sup or you were saying that you had called one.)