Tonight I have seriously lost faith in Microsoft's Xbox 360 customer service department. After a month and a half of the complete run around, and being fed copious amounts of false information, I have been told, in a nutshell, to eat it.
It all started in late August when my hard drive failed on my Xbox 360 and began giving me error messages when I attempted to play certain games... most of which miraculously have been Xbox exclusives. Like any concerned gamer, I picked up my phone and dialed up the Xbox help line. After attempting a list of quick fix ideas the customer service representative informed me that indeed something was wrong with my hard drive. He said that, seeing that my console had already been replaced two times, and still indeed being under warranty that he would be sending me a replacement hard drive at no expense to me and no other action would be needed. No other action is not the statement I would use for my ensuing ordeal.
A months time passes and I have not seen or heard from Xbox customer support or any sign of my new hard drive. At this point I decided it WAS time to take action and to call in regarding my issue. After spending another half hour on the phone with Xbox support, and being escalated to the highest supervisor,I was given the following information. My order was shipped on August 22nd and that they were not sure why I had not received my package yet as it was scheduled for delivery a few days after being shipped. I was told that I would receive a call in 3-5 days regarding my issue and to wait for a callback. Alright, possible it got lost in the mail or something? so I head down to my local post office to see if it wound up there, but unfortunately for me, no sign of it. I decided just to wait it out.
Cue call number Three. after Six days, I had not heard from Xbox's support team, so once again time for me to take action. Once again I spend another half an hour plus on the phone answering the same questionnaire questions regarding quick fix solutions and other standard procedures. Again I am told that on August 22nd my hard drive order had been shipped and that the matter was still being investigated as to why I had not yet received my replacement hard drive. This time however, at convenience to them, they tell ME to call THEM back in 3-5 business days for further information on the matter. The following is one of the worst experiences of my life dealing with another human being.
Finally tonight, October 5th, nearly a month and a half after my original call into Xbox Customer support I call them back (it's been seven days, five business days since my previous call.) I spend over two hours on the phone (most of which is on hold while they are checking their records) Investigating my order, only to find out that apparently my console is and was no longer under warranty at the time of the original call. That upon receiving my 3rd Xbox 360 console in April, they extend the warranty for a period of Three months and the time of my original call in August was no longer under warranty. That would have been all well and good and there would have been nothing left to argue about, however, A month and a half ago I was told by THEM that my console was under warranty and I would be getting free repairs. Again two more calls with not even a whisper of a hint that my console is no longer under warranty. Why after a month and a half, and four calls on my part did they finally get around to mentioning this to me? The most frustrating part is there unwillingness to compensate me in any way for my wasted time over the past month and a half of not being able to properly play games due to not having a hard drive. Over and over again I was told merely that they were "very sorry for the mistake but it is impossible for any sort of compensation for my time."
It makes me feel incredibly unimportant to be told that after a month and a half of being fed lies and misinformation, that there is in no way any chance of me getting the teensiest bit of compensation for such a long period of time spent waiting? A month and a half ago, even after 2 broken consoles I considered myself an avid supporter of the Xbox brand. After this experience though, after watching others play major titles such as Halo 3 and Bioshock while I'm left waiting, I have lost all respect for the Xbox brand. I can not begin to relay the feeling it gives me to be cast aside as being nigh worthless by a company that has been so riddled with problems that it claims it wants to rectify. If there is nothing you can do, tell it to me before I have wasted so much time waiting for you to give me a straight answer. It's your problem now, not mine.
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