Had 360 now for about 3.5 months, light use. Was working fine Dec 8 at lunch when I popped it on for a few mins to see what might be new to
download, all was well. Never had an issue to date. That evening I turn it on and get the 3 flashing lights. All the troubleshooting didn't work.
Fortunately I bought extended warranty. Call support and find out that
there is no longer free shipping to MS repair, even with warranty, new policy
as of Dec 1. So I bitch and complain and finally get them to ship it free
due to all my previous issues with trying to even buy an extended warranty
(long story, took 5 calls, 2 faxes, and 3 weeks to get).
So now I'm basically without the 360 till after the new year as both I and
the CSR agreed the chances were slim to nil of getting it back before then
with holiday shipping and days off.
So a new console used lightly and properly with no issues to date just dies
out of the blue, no warning at all. Grand :-|
In terms of the replacement process in Cnaada I understand they send new units, not refurbs so that is a plus I guess.
What expereince have people had with the return process? How long does it typically take to get the return box, ship it back, and receive a replacement unit?
Ed - Placed the repair order on Friday, but here is where it gets really good...
So I was told last night that since I couldn't get through to a tier 2 support while on hold that they scheduled a call-back for me this morning between 9-1EST. I wait all morning for the call and nothing so decided to call...
So I get through to a CSR, give him my name, and call ref, get put on hold....
Minute later the phone transfers me to another agent, no warning, and I have to start over, name, call ref....
The guy checks my account and basically nothing has been processed and the order is still pending with no tracking number. So he transfers me to the supervisor who looks into the matter....
So I explain things to him and he reviews the account and call log. He informs me that the order is still flagged pending, and whatever they did last night didn't work nor would it. The current system they have apparently has a bug in which orders cannot be cancelled by customer support. They need to contact the IT group and have it fixed manually which can take 3-5 days. So because of this there is no way to reissue another repair request until that order is cleared. Apparently only one entry per serial no can be entered. He then goes on to review the order process and "implies" the issue was my fault as I called back multiple times for a tracking number; because I did this and they made multiple requests on the same order it is probably why the record became locked in the pending state. I said I didn't appreciate him trying to put blame back on the customer and he retreated a bit on the statement.
He explains how he understands the frustration and so forth and I explain how this is not acceptable level of service, but however there is nothing he can do as it is a system problem that no one in customer support can correct. I have to wait 3-5 days then call back and resubmit my repair request. I asked why I was never called back as scheduled and he said he had no idea why that did not happen, he seen the scheduled call listed and no one did anything.
He did offer to monitor it personally and will call me back when it is ready and will enter it himself, but that will most likely be the end of next week. From that point I m then back to waiting 3-5 days for the return box to ship out (assuming the order works this time).
I asked to speak to a higher level as it was not acceptable, and he said that was as high as it goes, there is no other levels or groups a customer can speak with within MS, other than the general MS line which he said would just get routed back to them.
So another 45 mins wasted and I still have a dead 360 and still no box being shipped and there is nothing I can do.
I just spoke to Customer Support again. The lady was very nice and helpful and really recommended that I ship it as she's very skeptical about them sending the box. So that's what I'm going to do. She also suggested that I can drop it off in person
I wonder if they try and make the prepaid shipping as much hassle as possible so people will not ask for it. I'm not willing to pay shippign on principle alone on this issue. They sold a defective product that failed in 4 months, I'm covered by extended warranty, and on top of that they still want me to pay more on my own. MS needs ot get control of this issue and stop blaming the custoemr for their issues.
I couldn't agree more. In principle we shouldn't have to pay for shipping. I'm just not willing to wait anymore as the holidays is the only stretch of time I have right now to enjoy my XBox... It cost me $20 for the box, the bubble wrap and overnight shipping... I'll be happy if i get the unit sometime next week... then I might try to call and complain... may be they'll be willing to through in some free MS points or something
Oh I just saw your previous post... ignore my question about tracking number
btw I just can't take this kind of hassle. $20 was a small price to pay if it means avoiding this kind of bullsh*t... i hope u get this resolved soon, man
Then red lights again. And again last night; checked this AM and still Ring of Death. Good thing Costco isn't busy leading up to the holidays. I never even got a chance to take all the clear protective stickers off the housing.
Just an update. Took this one back to Costco today, that was xbox360 #2. Thankfully I didn't get the same person I got returning the first one on tuesday, I'm sure they would've thought I was running a scam. This time they gave it a much better look over, checking the various parts and so on - to them, it was only a two day old purchase, and I saw no need to tell them one had already died on me. There was a PGR3 bundle behind the counter, so I wasn't the first return of the day.
I just got the refund on a cash card, went in and bought the same bundle again. This xbox has the same manufacture date as #2 (July28/06), but didn't have any problems starting up, and seems fine so far (though so far I've only installed the fall update and started redownloading my stuff from xbox live). Hopefully I'll give it the Gears later...
They were fine with me returning mine past 3 months (it was more like 4-5 months after purchase); not too much hassle since I kept the original receipt. Their return policy is great if you don't abuse it, and I was quite clear to them that I was just going to walk into the store and get a new one to replace it anyways. No extended warranty with Costco (other than what MS offers). As posted elsewhere here, MS regular warranty for 360's is now extended to a year.
Has anyone explored replacement/warranty options with their credit card company? I know some cards will double your warranties and whatnot; don't know the details - but heard some of those are better than people give them credit for...
Just to give you guys an update on my progress so far with getting a replacement 360.They got mine on Dec. 11th and I'm still waiting for a tracking number,doesn't look good for having it for the holidays.I did call and they gave me the story about waiting for more consoles from Calif.,going to call after work tomorrow night if there is still no tracking number in my e-mail box.This is getting crazy.
I got a call from the supervisor yesterday morning. They finally were able to re-enter my repair request so it should not be 3-5 business days and I will receive my shipping box.
Last evening I also got a call from MS Support, this was actually from MS I think, not a call center and was a result of emails I sent to the head of MS Support. They are now tracking the issue for me personally and said they would call me each step of the way until I receive my replacement. They said due to the issue I have had with Xbox support that there is no reason for me to call and deal with them any longer (not sure if this is to protect me or them), all contact would be made to me from MS Support. So they are trying, although this is still takign far too long with way too many mistakes and poor service.
Hey Markl, you're going to find this hilarious...
I just received the shipping box eventhough I had already shipped my console a week ago!!
I called and was told that the repair center has shipped the replacement unit today and gave me a new reference number (I did not mention that i received the shipping box and they didn't mention it either - no point getting them all confused)... So I'm pretty sure it's on the way, but I will be away at my parents for the holidays when it arrives!!
When I sent in my 360 for "repair" it cost me $29.36 to send it from N.S. to Ont.That was Canada post with $400.00 insurance.What ever you do,get a tracking number!
Still nothing here. Last word I got was last Thursday saying they reprocessed the order. I was suppsoe to be called back once they had a shippign numner but so far nothing. Hopefully I will get a box today or tomorrow but I'm not holding my breath.
Oh man, I didn't even know we had a thread like this, I have been going through hell since Oct 30th 2006. It has taken me over 9 calls and 2 months, finally the box come and I sent the xbox in. Now, the service center is saying they did not receive the box... This really sucks.
Well still nothing as of today so far, no box, no callback with tracking number as was promised. This after MS support themselves, not the support callcenter, got involved and said they would call me and update me every step of the way. I guess that was jsut more BS to delay things and try and keep me happy.
That's pretty much what I figure they are doing to me as well.I was told last week that I would have my replacement 360 this week.But so far not even a tracking number,I've been calling them every Friday night to ask them WTF is going on,and more BS.Any guesses on weather or not I'll be making another call on Fri. night.Wife gave me Gears of War for x-mas,kinda like to play it.If it doesn't come soon I'll be taking the game back for a refund before I am unable to return it.This is nuts!
Got a knock at the door this morning,it was Pourilator,with my replacement 360.For once they kept their word,I did have it this week.Now to see if it works.Thought they were going to send me a tracking number first but oh well.
Well still no shipping box or update but I received yet another automated email this AM that the request for service was received, so I'm assuming they messed up the one on Dec 21st again and we are strting over for the third time:
Dear Xbox Customer:
Thank you for contacting Xbox Customer Care. We have received your request for service. Please prepare your console and follow the instructions provided by our customer service department. You will receive an e-mail as soon as the next step in the process has begun.
This all started on Dec 8th when I made the first call for a replacement. It is now looking like it will be over a month before I see anything, perhaps longer.
Hey Markl, I reall hope u get ur unit replaced soon...
I finally got mine today. Hooked it up everything looks good. I installed the HD DVD player which I received as an xmas gift from my wife. Pic looks awesome
Well.... I just got off the phone with xbox and they assure me that I will be sending me another empty box for shipment because the other one never showed up. This seems to be a familiar story! Anyway, they told me where the repair depot is and it is in Vaughan Ontario and I practically drive by it everyday! They say I can drop it off there if I like... but first I'm going to call them to make sure that a customer can drop it off directly.
Called Xbox Support today to find out that nothing has shipped yet. They resubmitted yet another repair order on Dec 31st (I think this is the 4th or 5th time now since Dec 8) but it is still not showing any tracking number and nothing has been shipped yet.
Got a call from a MS rep tonight and they still haven't managed to get the shipping box processed or sent. Everytime they try the system fails to process it and thus it never ships, as to why they have no clue. They are doing all they can and that is that, no real idea of when it might ship but it will eventually, it might be a week or it might be another month, they honestly have no idea but are "working on it".
Sigh. What a mess this is, a simple repair call turns into a month of wasted time with no clear end in sight.
And FYI - MS will not offer full compensation on the console ever, they do no do that but may offer some sort of gesture compensation but the rep wasn't able to say what it might be but it would not be a refund.
Also my attempts to contact MS Canada directly have gone unanswered, so one can only assume they do not care enough to reply on this matter.
Perhaps the next step is to make the events thus far more public via the media, I'm really not sure what to do as I have no real further options with MS directly beyond wait and see.
Moral of the story so far - IF you buy a 360 make sure you can exchange it in store. The MS warranty process can be good or bad but there seem to be far too many horror stories like mine to even risk it.
This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.
Related Threads
?
?
?
?
?
Canadian TV, Computing and Home Theatre Forums
1.7M posts
114.9K members
Since 2001
A forum community dedicated to Canadian TV, computing and home theatre owners and enthusiasts. Come join the discussion about home audio/video, displays, troubleshooting, styles, projects, DIY’s, product reviews, accessories, classifieds, and more!