Complaint / review / scam report
Microsoft 360
Customer service

In just over 1 year I have had to send my sons 360 back for "repair" from their "Rings of Death" at least 5 times- The latest being the beginning of April. They still have our console! I have been given numerous tracking and issue numbers assuring us that the system is on its way back to us- however the first time they sent it back completely unlooked at. When we called them to tell them this they told us we had to wait 5 business days while they did an investigation and that someone would call us back. When after 2 weeks we still did not hear from anyone we called them and were told there was no investigation and there had been no reason to wait to initiate a "new" repair. This was not a new repair- it was one that they had ignored the first time around. We then waited another week for them to send us the shipping label and box via Purolator. We again found ourselves waiting. On May 13th we again called to find out what was going on with my son's console. May 10th was his birthday and we had bought him new games to play. We were given another tracking and reference #. When we tracked the new numbers we had been given we found out that in fact, our console had been returned to them on May 12th with a new tracking # and no attempt at delivery. On May 15th after much resistence- I was finally put through to a supervisor named Steve- Steve had no explanation and told me that he thought they would probably re-ship it on Monday or Tuesday. When I told Steve that was unacceptable, I was promised a return call on May 12 by himself or the escalation department. I must now assume Steve no longer works there and that there is no "Escalation" department as I never recieved a return call. On May 21st I again contacted them and was given yet another Microsoft reference # and purolator # as well as the excuse that the reason they were taking so long shipping it back to us ( and here comes the slap in the face) is because they had to wait for Purolator to send them a box to ship it in! On May 24th- we again tried to track this so called shipment only to find that the number they gave us was for multiple shipments and none of them to our address. I again spoke to their customer service people and asked to speak to a supervisor- he offered to "comp" us something when (and if) we received the console back. When I told him I wasn't interested in any comps and that what I was looking for was the prompt return of our existing console and some inkling that the money, time and frustration we had experienced would be looked into and resolved so no one else would have to endure this- he hung up on me!

When (and if) we ever do get the console back- we will be selling it cheap and purchasing from either Nintendo or Sony.

BTW- my boys still have my old SNES and 64 - which works perfectly and has never caused us even a second of grief in over 15 years for the SNES and over 10 years for the Nintendo 64!!!
Author: Contact with Author

Offender: Microsoft 360

Country: Canada   Province: Ontario   City: Toronto

Category: Recreation & Entertainment

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