Post by Altaïr47 on Dec 15, 2006 23:35:34 GMT 6
this is a letter from ign's mailbag.
seems the guy who wrote this letter got a refurbished 360 as a replacement for his damaged(three red lights of doom) console instead of a new one.
Warning: Potential Xbox 360 Buyers
Figured you guys should read this...and warn others....
Open letter to Microsoft (and warning to its customers):
On November 22, my Xbox 360 fell victim to the dreaded "three flashing red lights" problem. Mine was an early model, manufactured in October of 2005, but had been fine for over year. I had waited in line and failed to get one several times, but then lucked out when I found one at an online retailer in early December of 2005. I was horrified now to realize mine, too, was defective, and immediately called Xbox support.
I spoke to a service rep who assured me that my console would be repaired, and if a repair wasn't possible, that it would be replaced by a brand new console. I verified that I would NOT be receiving a refurbished model. I was also a bit concerned about receiving my console (or a new replacement) back by Christmas, so the rep connected me with a supervisor. The supervisor assured me that the entire repair process would be completed several weeks before Christmas and I had nothing to worry about. And, like the rep, the supervisor, too, assured me that I would either receive my original console back, after repairs, or a brand new replacement. I asked the supervisor if they could extend my Xbox Live membership three weeks to cover the time of the repair. He said that he couldn't do it himself, but he would connect me with the Xbox Live department and they could do it. Upon transfer, an Xbox Live rep told me they had no way to verify that my console was being repaired, and that I should call back after the repairs, as they couldn't help me at this time. I was annoyed, but didn't complain.
About 7 days later I received an empty box. I packaged up my console and dropped it off at UPS the same day. I tracked it via UPS Online, noting when it arrived at Microsoft. I waited a few days, called MS, and got a tracking number so I could track its return. Finally, today, on December 13, my console arrived at my house via UPS. I opened it up, excited to get back to playing some Gears of War, which had sat unused on my speaker for the last three weeks. When I got it out, I found a note that stated: "So that you can get back to playing and enjoying your Xbox quicker, we have replaced your Xbox console with a replacement unit." Naturally, given what I had been told, I expected that the unit in my hands was a brand new system. Upon closer inspection, though, I found some scratching on the top and rear of the case, indicative of wear and tear. I also noted that the manufacture date was 3/14/06. I immediately became suspicious that this was not a new system. But, I w as comforted by the fact that the disc drive and infrared panel on the front were sealed in new plastic, just like a new unit. So, I hooked it up, booted up, reconfigured my wireless settings and then opened the disk drive. I was shocked to find a Spanish version of Disney's "The Incredibles" DVD inside. Clearly this was NOT a new unit. (Though, it would appear Microsoft attempted to make me believe it was by resealing portions of it to make it look new.)
I immediately called Xbox customer support. The rep who answered told me that they do sometimes send out refurbished consoles, but only with new components inside. I told him that was inconsistent with info I had received previously and I was dissatisfied. He told me he would connect me with a supervisor to handle the situation. The supervisor apologized and, like the rep, said that, while they do sometimes send out refurbished units, they should only have new components inside, and I should never have received one with scratches or a used disk drive. I told her I wanted a new console, as promised. She said she could not guarantee that, but agreed to request one, via note, on my account.
Then, she told me I would need to ship this console back, same as the first. I told her that was unacceptable, that I had just waited three weeks for this unit, and that I wanted to keep this one until a new one arrived. She said they could not accommodate. I explained that I had bought my children some Xbox 360 games for Christmas, and that it wasn't right that they would be without a console for Christmas because MS has screwed up twice. She again said they could do nothing. I was getting more frustrated, but kept my cool.
Then, I asked, if I ended up receiving a refurbished console again, what the warrantee would be. Afterall, I took incredibly good care of my unit, and I had no way of knowing what was being shipped out to me….especially after what they had just sent me. She informed me that I would only get the remainder of my existing warrantee, which expires in February of 2007, but that I could purchase an extended warrantee if I desired. I asked her to give me the extended warrantee free of charge for all the trouble I had been through. She said she was not allowed to do that. I was infuriated. I bought a console that was found to be widely defective, I had to go without it for three weeks while it was repaired, I was sent a used unit in subpar condition, and now they wanted me to pay for an extended warrantee? I asked to speak to her supervisor, but she said she was the highest ranking supervisor there, and that there was nothing further that could be done.
Then, I asked her about extending my Xbox Live subscription, explaining that the last supervisor I spoke to said it could be done, but that when I called, they had issues doing it. She told me they could not extend the subscriptions. I again expressed me dissatisfaction. She said all they could do was send me a free game…PGR3 or Kameo. I explained that I already owned both games. She said there was nothing else she could do.
The call ended with her explaining that an empty box would arrive within 3-5 business days. Then, she told me to have a nice day. Unbelievable!
Microsoft, I am appalled at this horrific customer experience. There were so many little things you could have done to minimize my frustration and keep me happy along the way, and you failed to deliver on every single one. You sold me a defective console, you service reps lied to me, you replaced my console with a used unit in poor condition, you left me without use of my Xbox Live subscription for six weeks but refused to extend it, and you will likely ship me another used unit with no extended warrantee. Further, my children will wake on Christmas morning unable to use their Christmas gifts because the console will be en route to your offices for yet another replacement. This is WRONG on so many levels.
I will NEVER buy another product from you again. But, worse yet, I will make it my mission to let everyone I can know how terrible you treat your most loyal customers.
Sincerely, A FORMER Xbox360 fan
seems the guy who wrote this letter got a refurbished 360 as a replacement for his damaged(three red lights of doom) console instead of a new one.
Warning: Potential Xbox 360 Buyers
Figured you guys should read this...and warn others....
Open letter to Microsoft (and warning to its customers):
On November 22, my Xbox 360 fell victim to the dreaded "three flashing red lights" problem. Mine was an early model, manufactured in October of 2005, but had been fine for over year. I had waited in line and failed to get one several times, but then lucked out when I found one at an online retailer in early December of 2005. I was horrified now to realize mine, too, was defective, and immediately called Xbox support.
I spoke to a service rep who assured me that my console would be repaired, and if a repair wasn't possible, that it would be replaced by a brand new console. I verified that I would NOT be receiving a refurbished model. I was also a bit concerned about receiving my console (or a new replacement) back by Christmas, so the rep connected me with a supervisor. The supervisor assured me that the entire repair process would be completed several weeks before Christmas and I had nothing to worry about. And, like the rep, the supervisor, too, assured me that I would either receive my original console back, after repairs, or a brand new replacement. I asked the supervisor if they could extend my Xbox Live membership three weeks to cover the time of the repair. He said that he couldn't do it himself, but he would connect me with the Xbox Live department and they could do it. Upon transfer, an Xbox Live rep told me they had no way to verify that my console was being repaired, and that I should call back after the repairs, as they couldn't help me at this time. I was annoyed, but didn't complain.
About 7 days later I received an empty box. I packaged up my console and dropped it off at UPS the same day. I tracked it via UPS Online, noting when it arrived at Microsoft. I waited a few days, called MS, and got a tracking number so I could track its return. Finally, today, on December 13, my console arrived at my house via UPS. I opened it up, excited to get back to playing some Gears of War, which had sat unused on my speaker for the last three weeks. When I got it out, I found a note that stated: "So that you can get back to playing and enjoying your Xbox quicker, we have replaced your Xbox console with a replacement unit." Naturally, given what I had been told, I expected that the unit in my hands was a brand new system. Upon closer inspection, though, I found some scratching on the top and rear of the case, indicative of wear and tear. I also noted that the manufacture date was 3/14/06. I immediately became suspicious that this was not a new system. But, I w as comforted by the fact that the disc drive and infrared panel on the front were sealed in new plastic, just like a new unit. So, I hooked it up, booted up, reconfigured my wireless settings and then opened the disk drive. I was shocked to find a Spanish version of Disney's "The Incredibles" DVD inside. Clearly this was NOT a new unit. (Though, it would appear Microsoft attempted to make me believe it was by resealing portions of it to make it look new.)
I immediately called Xbox customer support. The rep who answered told me that they do sometimes send out refurbished consoles, but only with new components inside. I told him that was inconsistent with info I had received previously and I was dissatisfied. He told me he would connect me with a supervisor to handle the situation. The supervisor apologized and, like the rep, said that, while they do sometimes send out refurbished units, they should only have new components inside, and I should never have received one with scratches or a used disk drive. I told her I wanted a new console, as promised. She said she could not guarantee that, but agreed to request one, via note, on my account.
Then, she told me I would need to ship this console back, same as the first. I told her that was unacceptable, that I had just waited three weeks for this unit, and that I wanted to keep this one until a new one arrived. She said they could not accommodate. I explained that I had bought my children some Xbox 360 games for Christmas, and that it wasn't right that they would be without a console for Christmas because MS has screwed up twice. She again said they could do nothing. I was getting more frustrated, but kept my cool.
Then, I asked, if I ended up receiving a refurbished console again, what the warrantee would be. Afterall, I took incredibly good care of my unit, and I had no way of knowing what was being shipped out to me….especially after what they had just sent me. She informed me that I would only get the remainder of my existing warrantee, which expires in February of 2007, but that I could purchase an extended warrantee if I desired. I asked her to give me the extended warrantee free of charge for all the trouble I had been through. She said she was not allowed to do that. I was infuriated. I bought a console that was found to be widely defective, I had to go without it for three weeks while it was repaired, I was sent a used unit in subpar condition, and now they wanted me to pay for an extended warrantee? I asked to speak to her supervisor, but she said she was the highest ranking supervisor there, and that there was nothing further that could be done.
Then, I asked her about extending my Xbox Live subscription, explaining that the last supervisor I spoke to said it could be done, but that when I called, they had issues doing it. She told me they could not extend the subscriptions. I again expressed me dissatisfaction. She said all they could do was send me a free game…PGR3 or Kameo. I explained that I already owned both games. She said there was nothing else she could do.
The call ended with her explaining that an empty box would arrive within 3-5 business days. Then, she told me to have a nice day. Unbelievable!
Microsoft, I am appalled at this horrific customer experience. There were so many little things you could have done to minimize my frustration and keep me happy along the way, and you failed to deliver on every single one. You sold me a defective console, you service reps lied to me, you replaced my console with a used unit in poor condition, you left me without use of my Xbox Live subscription for six weeks but refused to extend it, and you will likely ship me another used unit with no extended warrantee. Further, my children will wake on Christmas morning unable to use their Christmas gifts because the console will be en route to your offices for yet another replacement. This is WRONG on so many levels.
I will NEVER buy another product from you again. But, worse yet, I will make it my mission to let everyone I can know how terrible you treat your most loyal customers.
Sincerely, A FORMER Xbox360 fan