XBOX 360 system & XBOX 360 Live

Complaint against Microsoft - product is XBOX 360 system and XBOX 360 Live - also Microsoft Support

I purchased an XBOX 360 in December 2005 for my sons. We have had 3 times so far where we've needed to send it back to Microsoft to be fixed. The first time was in the early summer. It was fixed and worked for a few months. Then we called in September because it broke again. We sent it and received a replacement on Halloween.

My son Brian called the 1-800-4MYXBOX service on 10/31/06 and spoke with a service rep. He was put on hold for over 30 minutes, so he hung up and I called back. I spoke with another rep. Who, after a long time, put me through to a supervisor named Desmond. He said the repair order was placed and a box would be sent out with in a few days. They explained that the normal policy was no longer to send a box to ship the unit in, but since the situation was such that XBOX sent us a defective unit – a box would be sent. This phone call took over 2 hours total. He also said that the repair center was clearly not testing the units before they sent them out since the one we received as fixed or replaced was still not in working order.

We received nothing and called back in a few days. The sales representative said the previous order which was placed on 10/31 did not show a box to be shipped. He cancelled that order (#1023134852 I believe) and placed a new work order (#1023420820). He said a box would go out later that week and we would have a repaired unit back within 7-10 days total.

We received nothing and called back in a few days. The sales representative said no box showed as being sent and put me through to a supervisor named Tyler. The supervisor said he would put a message into the repair center to send out the box immediately. He also stated that he’d add his name to our account as a person who is checking on the order. He said he put our account on his calendar and would check it daily to be sure the box was sent and everything moved along quickly. He also said that there was no way for me to reach him to check on this order.

I called back a few days later and was again told that a box was not yet sent. This time the rep said that their supervisor said they would call the repair center and have a box sent right away.

Yesterday I called and spoke with a service rep. Who said a box had not yet been sent, he said that his supervisor assured him a box would go out very soon. He took my email address and said an email would be sent to me when the box shipped so I could track it.

Today I called and the service rep. Said that she didn’t know why but that our repair order was not being processed. She said that about 80% of all service orders progress as they should and move along, but ours was not and she’d need to cancel it and place a new repair order.

At this point we’ve not had a working XBOX 360 since early September. Our warranty has been extended to December 16th. We’ve had to send back this unit 3 times to be fixed in the 9 months we owned it.

Today I decided not to wait for a box any longer. My son is very mad and hurt that it is taking this long and he hasn’t been able to use his games for so long. I was told by the service representatives that if I called XBOX live customer service, they should be able to extend our contract there so we are not penalized for the past few months when my son could not play due to the original problem and then the fact that XBOX repair sent us a defective unit. They said that there is no way they can extend our contract and they have no circumstances which allow them to give any credit at all. We’re being hurt from both ends now since this was paid for in August for 1 year and has only been working for a few weeks since.

According to the Internet, it appears the fall update may have crashed this last unit. I don’t know but we’ve not done anything to deserve this.

This is not the way to run a business. When you spend $400 for a system ($1000 is what we paid with games and accessories) and then go through all this within less than a year, it’s ridiculous. I’ve made 7 phone calls to XBOX Service since 10/31/06 when we received the defective unit. I’ve spent at least 10 hours trying to get this taken care of and we don’t even have a box, much less an XBOX which works.

I'm filing complaints wherever I can to hopefully get this problem fixed.

Thanks.

Patty Beversluis

Email User