Bad Xbox Service Experience

[KewlBrettC]

As some of you may know, i've been on the 360 for quite a while. I've also had many of them. My most recent experience with xbox support and the service center not too good. In may, my xbox gave me the 3 red lights. So i sent it in for repair. In early june, i had recieved a new one. This one was not so great. The system they sent me was unsatasfactory. Not only did it have scratches on the outside but also, on the inside it was scratching my discs as well as making loud noises without the disc in it. So I called xbox support for them to give me a replacement. The first man I spoke to kept me on hold for over an hour and later hung up on me. To make an even longer story short, yes I got what I wanted eventually, but it was a great dissapointment to me after all the devotion i've given to their company, the xbox I will be recieving is my fifth over 2 and a half years. Your thoughts and other bad experiences?

[Santa]

They get like £1 an hour so they like to get there monies worth, i think (if i remember correctly) Microsoft Support runs on a 'help x people get the x money'.

[KewlBrettC]

Another thing about microsoft since they outsource to India there is alot of misunderstandings and everything.

[Jdm7399]

Another thing about microsoft since they outsource to India there is alot of misunderstandings and everything.

I actually called up MS yesterday to have my Credit Card info removed and it only took about half an hour.:rolleyes:

The rep I spoke with had an accent, but overall not bad.

[Fighterspledge]

I found that the 2 magic lines to say is, "'So there is nothing else that you can do to help me?" followed by "May I speak to someone else about this matter?" I got the manager (English speaking!) right after that.

You have to give them a chance to run through their work flow chart and then when they cant help you anymore, they will pass it up. The manager is like the boss and you have to work up to the boss. It's just a practice in patience.

But considering the amount of aggravation it costs, wouldn't it be more cost effective to just use local people to do it once and do it right? Or are the guys at India really working for peanuts?

[Jdm7399]

I found that the 2 magic lines to say is, "'So there is nothing else that you can do to help me?" followed by "May I speak to someone else about this matter?" I got the manager (English speaking!) right after that.

You have to give them a chance to run through their work flow chart and then when they cant help you anymore, they will pass it up. The manager is like the boss and you have to work up to the boss. It's just a practice in patience.

But considering the amount of aggravation it costs, wouldn't it be more cost effective to just use local people to do it once and do it right? Or are the guys at India really working for peanuts?

I was transfered to a "Supervisor" that confirmed the removal of my Credit info and he spoke perfect English as well. Damn MS and your discriminating ways!:p

[KewlBrettC]

The guys in India are working for the store brand peanuts not even planters lol :)

[stephenmilne27]

It has taken me 4 days to finally organise a delivery with Xbox. The service i recieved was poor to say the least. They didn't know what they were doing, one person was telling me one thing which was totally incorrect. I rang up for the 4th time and finally everything has been sorted. Hope nobody takes this the wrong way but i find it really tough to understand the foreign people on the end of the phone, whether they are Indian or Polish i don't know but they talk really quietly and i struggle. Speak Up! Lol

[I King Pin 0]

The longest it has ever taken me talking to the XBL support folks was around 3 hours because of getting switched between numerous different people (male and female) about how to do something with my router in order to open a certain port that was closed due to a power surge.

[KewlBrettC]

It has taken me 4 days to finally organise a delivery with Xbox. The service i recieved was poor to say the least. They didn't know what they were doing, one person was telling me one thing which was totally incorrect. I rang up for the 4th time and finally everything has been sorted. Hope nobody takes this the wrong way but i find it really tough to understand the foreign people on the end of the phone, whether they are Indian or Polish i don't know but they talk really quietly and i struggle. Speak Up! Lol Well if they spoke up, you would here alot of voices on your side because there a hundred of them in like a 1000 sq ft. area. lol

[Bishop24]

I have had no bad experiences with them other than the fact, I don't know what they're saying most of the time. But I sent my Xbox in last Tuesday, and they have already shipped it back to me and the UPS website says it should be here on Thursday. So no bad experience here *yet*. Sorry about your bad experience though man.

[UndrGrndX]

I have had no bad experiences with them other than the fact, I don't know what they're saying most of the time. But I sent my Xbox in last Tuesday, and they have already shipped it back to me and the UPS website says it should be here on Thursday. So no bad experience here *yet*. Sorry about your bad experience though man.


Same here, mine is scheduled to be here on Thursday. Ive only waited about a week.

[KewlBrettC]

i wish mine turns out that fast but i live in ny so ups ground wont be as great, they have to go north and east with you two one has to go west a little and the other has to get east. i'm currently shaking from guitarheroless syndrom so.....

[neoadorable]

last time my console gave up the ghost they were a bit infuriating as usual but actually OK - the lady called back exactly when she said she would, and the new machine showed up on time. so it's not all bad, but it of course can be better. a lot of those guys are not well trained, they don't even know the subject matter very well. also, they seem to enjoy talking - it's sometimes hard to get a word in edgewise!

[Fighterspledge]

But you see, dealing with 3RROD is on the workflow of questions they can ask so of course it's an easy fix. But ask them an unusual question and they will ALWAYS fall back to the formflow.

After all, can you count how many times customer service will tell you, "I'm sorry to hear about your inconvenience"? That's their default response... It's like you're in an RPG and you're talking to an NPC!

[dethklok]

my expirance with MS customer service was HORRIBLE. I was hung up on by 2 supervisors. One of them was didnt help me with my issue and started yelling at me. The other supervisor was completely rude and disrespectful to me. My account got hacked into and the supervisors EXACT words were "its now MS problem your account was hacked into, Your account went to the higher ups in MS for a investigation, he cant not play any games, so why are you concerned about him on xbox.com using your id" Then i told him the person who hacked my account used my credit card to purchase 200 dollors worth of MS points and he said "ok, whats the problem, there isnt anything i can do" 2 hours later i finally spoke to a nice woman who actually helped me without the attitude and disrespect. I was nothing but nice and never raised my voice once. I have one consern however, when i called in one of the techs said, " your address is ________ correct?" but arent they NOT suppost to give out info?!?!?! thats is a HUGE security issue Overall I would rate my exirance with MS 2/10 even though it took me 2 and a half hours and talking to 3 supervisiors to finally get one part of my issue resolved.

[dm master]

i had to phone about my xbox getting 3 red lights and then freezing evey 3 mins

spoke to nice man as whe was foreign there were some misunderstandings etc but managed 2 get it in the end and since there was nothing i could do i got my xbox sent off. (used own box to save time and UPS came next day) the only probelm i had was that it took a month 2 come back :(

this was a while ago.

i think the support you get depends on your probelem because mabe some are harder to deal with so they get pissed off and cynical/rude

[its delicious]

The last collective experience with MS service was excruciating. I was told something different every time I called, and in the end, my problem ultimately was that no one ever told me to register my Elite and that's why it took MS six weeks to get me a Data Migration Kit!

Once the problem was determined, it was a quick fix and the Kit was priority mailed out to me. I got one person who knew what the deal was, out of 4 separate phone calls.

It wasn't a miscommunication, because at one point an English-speaking supervisor lied to me because he was too lazy to actually fix my problem. "We can't put the order in for you." Oh, but your subordinates can? Grr.

[dethklok]

I have lost all respect for MS today. I was hung up on by 2 supervisors. It took me 4 fucking days to get my issue resolved. I woulnt stop calling until it was resolved. I spoke to someone who actually wanted to help me and understood my frustration. Today was the 1st supervisor who helped me (after 4 days of calling and speaking to about 20+ supervisors). The need to train the techs better if you ask me. Cause at one point one of the techs said "your email address is _________, correct?" He pre-empted it. I didnt even say a word. That has been a issue for security since 2006 and it still is happing. If my issue wasnt resolved today i was gonna sell my 360 and go to sonys PS3. I dont like the disrespect MS is giving me and the lack of helping a paying customer. Its like the wanna say " i dont care about your issue i get paid either way" But after being on the phone today for a grand total of 5 hours today my issue was finally resolved.

[megamoviejohn]

My xbox died around the time Halo came out and it took over a month for it to get back to me which was horrible. I couldnt really understand the person on the other end of the line but wasnt much need to talk, my xbox got the red rings and I need a new one. Sadly the one I have right now, which was my replacement, has been messed up from the day it got here. The disk tray wont open sometimes, certain games can take up to 20 times of me opening and closing the disc tray for it to recognize the disc. I get the white screen and it says "please insert a disc into your xbox" or something like that, somebody says that means my xbox is dieing... can anybody confirm that? It's been going on for well over a month, but its getting worse and with more games.

[kiwi18]

When I got the Disc Drive Error, it only took Microsoft about a week and a half to send me another one. No problems with this one although I got a bright green screen like 2 times but I just shut it off and turn it back on and it is fine. Does anyone know what the green screen is? It is a really BRIGHT blank green screen.

edit- Just read your post MovieJohn and unfortunately, yes you will eventually have to send it back. This is what happened to mine. It goes to a white screen and says " Please insert an Xbox 360 game to continue ( or something in that nature. ) in about 10 different languages. Send it in, orry to say it but it must be done.

Double Edit- Dethlok, why did you post the same thing twice within two hours of each other?

[megamoviejohn]

This is so bullshit, I wonder how long I got till it dies, maybe I can get another few weeks out of it? I don't know why I keep waiting, its been doing it over a month, maybe I can milk it for another month?

edit- sorry kiwi, I have no clue what the bright green screen is. I just keep getting the multiple language error message.

[Bishop24]

Double Edit- Dethlok, why did you post the same thing twice within two hours of each other?

He didn't, look at the times, one was done at 1am and one was done at 11pm. He wrote that first one early Wednesday Morning and he wrote the second one late Wednesday Night or tonight. Just thought I'd tell you that.:p

Also, look at the times in between his two posts. He wrote them about 12 hours apart, I don't know why I'm writing this, just bored I guess.

[kiwi18]

He didn't look at the times, one was done at 1am and one was done at 11pm. He wrote that first one early Wednesday Morning and he wrote the second one late Wednesday Night or tonight. Just thought I'd tell you that.:p

Also, look at the times in between his two posts. He wrote them about 12 hours apart, I don't know why I'm writing this, just bored I guess.


Thanks, it is so late so I was not paying attention. That or I should go back to 2nd grade and learn my time.

This is so bullshit, I wonder how long I got till it dies, maybe I can get another few weeks out of it? I don't know why I keep waiting, its been doing it over a month, maybe I can milk it for another month?

edit- sorry kiwi, I have no clue what the bright green screen is. I just keep getting the multiple language error message.

It's ok, no one seems to know what the green screen is. JDM probably will. Next time I talk to him, I will ask him. I would say send it in ASAP. It is eventually just going to keep doing it and you won't be able to play any games at all.

PS. Are you still in the GSL?

[Santa]

So yeah i just got the xbox taken, the customer support was bad if anything (was free though) he said the stickers would be sent via post then the courier would be here, the courier arrived today and my brother handed the xbox over.