USCM1

Name: USCM1
Joined On: Nov 07, 2006
Maintag: USCM1
Age: 46
Occupation: Info Support
Location: Phoenix, AZ
Currently: Offline
Last seen: 11/13/08

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01/31/07

SATISFACTION AT LAST

FINALLY!!! After a few letters and calls, I got a call from someone in power. “Reed” from the XBOX Escalations Group called and here is the Dealo:

They are shipping me a new system. They are CROSS shipping it, which means they are shipping out the new one while the 2nd screwed up one is on the way to them. And they are expediting the shipping to 2 day shipping and guaranteeing Saturday delivery. Below is the letter that finally got something done, and the letters leading up to it:

Original Letter:

(CC'd to J. Allard, and Steve Ballmer)

Dear Mr. (Peter) Moore,

Long story short.... I Purchased an extended warranty thru Microsoft on my 360 last year. After contacting XBOX support due to my 360 not booting up, I had to send in my box for repair. The shipping box they sent me to return the unit took over a week to get to me. I shipped my unit back and after waiting over 2 weeks for it’s return, I got back a refurbished unit, and out of the shipping box, it had a cracked faceplate and no wireless devices will connect to it. They now want me to send back the refurbished unit. I have now spoken with 2 supervisors at 800-4MY-XBOX in the repair department, and they will not expedite shipping of the return box or the unit itself, and they refuse to confirm that I will either get my old repaired system back or a new system, so I will be down for another 3+ weeks in hopes that I will get back a working unit. This is completely unacceptable. I need to have someone above the supervisor level at XBOX get back with me ASAP so we can resolve this problem. Other than that, my only recourse is to contact any and all consumer advocacy groups, gaming websites, and join in any class action suits against Microsoft that concern this problem.

Here is the incident number I have for the current problem: SRXXXXXXXXXXXID

The incident number for the original repair is: SRXXXXXXXXXXXID

Up to this point I have been a great supporter of XBOX and it’s subsequent systems and peripherals. However, barring a successful resolution of this problem, I will be more than happy to not recommend your products and the services that supposedly come with them.

Letter 2:

(CC'd to J. Allard, and Steve Ballmer)

Dear Mr. (Peter) Moore,

First off, thank you for forwarding my letter of January 2nd to Sheana in your corporate office. ( I have attached a copy of that letter to refresh your memory) However, new problems have arisen after mailing that letter and being contacted by Sheana.

Service number SRXXXXXXXXXXXID. Open since 12/19/06. I was promised that a new shipping box would be sent out. It never was. This has further delayed my hopes of resolving this problem.
Service number SRXXXXXXXXXXXID. Opened 1/11/07. I was contacted by Sheana on Thursday, the 11th. She requested that I update my contact information with xbox customer service via a voice mail she left me. I did so that day, and again on the following day to confirm it had been updated. Sheana finally contacted me on Tuesday, 1/16/07 an additional 6 days of delay.
After a lengthy conversation with Shena, the situation is still not resolved to my satisfaction. The only comment that she could make was “Policy and Procedure” which she stated would not allow any sort of expedited shipping or a “cross ship” of a replacement unit for the broken refurbished unit I received. She did offer me two free games for my trouble…Cameo and PGR3. You have to be kidding me. Two launch titles that are over a year old for all of the problems and delays I have experienced? In addition, Sheana informed me that she was the top person at corporate that I could speak to. I find that hard to believe.

At this point, I wish to be contacted by someone that can actually resolve this issue and not just quote “Policy and Procedure” over and over. There has to be someone in power that can actually resolve this problem and not just delay it further. I would hope that customer satisfaction and just plain “doing the right thing” would be Microsoft and Xbox’s reply to this situation. I am not asking for much, especially in light of the failures on XBOX’s end to resolve this matter. 2 very simple solutions could resolve this very quickly:

Send out a replacement/new unit via any shipping method you see fit. Once it is received, I will send back the defective unit. I am more than happy to give my credit card number to assure you that I will send back the broken replacement unit.
Authorize overnight shipping from my location to the repair center, and once it is received, send me out a replacement/new unit via overnight shipping.

Simple, and the least Microsoft and XBOX could do to satisfy a customer who has been completely dissatisfied with the service, answers, and persons at XBOX.

Letter 3 (The one that FINALLY got it done):

Dear Mr. (Jeff) Bell,

Attached please find a follow up to and a copy of the original letter sent to Mr. Peter Moore. Mr. Moore did pass the letter along to a subordinate, but there still has not been a satisfactory resolution to this problem. After reading a recent written statement from you concerning XBOX 360 customer satisfaction in which you stated “Customer satisfaction is a central focus and priority for the Xbox 360 system.”, I would greatly appreciate any attempt on your end to resolve this issue.

So there ya go!

Posted by USCM1 @ 3:59 pm EDT | Permalink | 3 Comments

01/25/07

WTF?????

So, Yesterday, I surpassed 200 points and became a Teen...Now today, I 'm back to 197? WTF?! How do points go away? Oh, well, guess I just SPAM my own blog and get them back!

Posted by USCM1 @ 2:48 pm EDT | Permalink | 3 Comments

01/23/07

An open letter to those who got into the Halo 3 Beta

In the words of Bill the Cat:

Ack, Ack, Ack, Plbbt, Plbbt, Plbbt.

'Nuf Said.

Posted by USCM1 @ 5:11 pm EDT | Permalink | 1 Comments

01/22/07

Rant and Rave.....

OK, Just got off the phone with XBOX CS about the camera failure, GREAT GAL I talked to, so now the dealeo is that I first have to get into a game that HAS the cam in it’s programming, THEN the full functionality of the cam will magically appear in the dashboard! WOW, I thought just RTFM would work! In any event, I will now try to get someone to actually ask for Cam chat, and see if it MAGICALLY makes it work the way it was supposed to! Any volunteers? No porno, unless...... JUST KIDDING...JEEZE!

Posted by USCM1 @ 12:47 am EDT | Permalink | 0 Comments

01/19/07

OK, Catch up time

The tale of the 360 continues.... As you probably know, my 360 went tits up in November (Red Ring of Death). Sent it in for repair and got "It" back after a 3 week wait from reporting the problem to getting "it" back. Problem is..."It" was NOT my 360! I got back a refurbished unit (from here on out referred to as RU). And to make it worse...The face plate is cracked and it took 3 days to get any wireless devices to connect, and they are still flaky. So, called xbox customer service and guess what.... Too Bad Too Sad says XBOX. At this point they said we'd just have to do the same thing all over, and they will NOT promise to send out my old unit or a new one, and they will not expedite shipping, so it will be another 3 to 4 weeks before I get another box back. Well after speaking to 2 supervisors, the only response is that that is policy. SO after waiting for a week for the ship back box, I called and they never sent it out! SO another bunch of supervisors and BS from them that they STILL could not expedite shipping, even though they screwed up. Now the fun part. I wrote 4 letters... XBOX customer support Corporate office, Steve Ballmer, Peter Moore (CVP for XBOX Worldwide) and J. Allard (SVP XBOX). after a week, I actually got a phone call from XBOX corporate. Of course, they left a message asking me to call the main 800 MY XBOX number to update my contact info. I did, and called twice more after not getting another call from them. FINALLY on Tuesday of this week, they returned the call.... And guess what... "Policy and procedure won’t allow they to expedite shipping or cross ship a unit…another 3 weeks if I want to send it back” Now they did offer me 2 free games for my troubles… Cameo and PGR3. ARE YOU F*$#IN KIDDING ME? I believe my final comment after she said they would send out a shipping box was “Well, Thanks for nothing” Now, I did discover that the letter that got me the call was the one sent to Peter Moore. So, Off to the post office again with another batch of letters to the same group, but the main one to Mr. Moore with CC’s to Steve and J.. So, Stay tuned campers! The battle with XBOX continues!

NOW, I have a question for you all…How many others have gotten the “Red Ring Of Death”? I personally know of around 3 here in Phoenix, and a dozen or so on 2O2P. Probably the main reason for XBOX extending the warranty to 1 year and refunding the repair charges for anyone that paid last year. Does anyone know of any pending lawsuits against MS or XBOX concerning this? I sure would like to get a hold of the attorneys!

EDIT: After looking around the site I found http://www.2old2play.com/modules.php?name=Forums&file=viewtopic&t=10961&postdays=0&postorder=asc&start=180 JEEZE WE have enough just here at 2O2P to start a lawsuit!

Posted by USCM1 @ 5:47 pm EDT | Permalink | 3 Comments

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