XBOX 360: Microsoft's support is abysmal

Send a part in for repairs and have them play the clueless game

from JoeUser Forums

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I swear Microsoft's XBOX service center, and especially their Xbox customer service area, is staffed with a bunch of clueless imbeciles.  (With apologies to those few individuals working for those areas that might know what they are doing, your clueless brethren are giving you one heck of a bad name).

I could relate the story of an acquaintance that sent his Xbox 360 back to Microsoft for repairs and had it lost by Microsoft.  His adventures led to the coining of a term over at another site that I frequent that turned his handle into a verb that basically means you've been screwed by Microsoft.  It took well over 3 months for his system to finally be returned to him, apparently severely lost in the shipping and handling systems at Microsoft.

Flash forward a few months to now, where I somewhat recently had to send my also somewhat recently purchased HD-DVD add-on drive back to Microsoft for repairs.  First I had to sit through the not well scripted customer service center's handling of my problem.  You know the deal, call into a service center, probably staffed in India (sorry, I'm not trying to be racist here, more trying to point out that you can easily tell you aren't talking to someone that speaks U.S. English as their native language), get someone reading a script asking the same stupid questions about your name, your address, e-mail address, what is wrong, apologizing for the problems you are having with --insert name of console here, rather than name of accessory-- *repeatedly* and hanging on way too long to tell you same things and apologize in the same stupid way until you want to throw-up into the phone and hope it gets through the phone system and back on the call taker.

After getting through the call center, and hoping that they took the details on the problem down correctly they finally instructed me to send back the defective HD-DVD drive.  The problem with it?  An eject button that didn't work.  During manufacturing things weren't (as best I can tell) lined up correctly so you'd wind up mashing that button repeatedly to get the drive tray to eventually open for you.  It had about a 2% success rate, if that, for all of the button mashing you might do.  Anyway, they did tell me to send it back, and reminded me to send it via traceable shipping.  No problem, USPS Priority Mail with Delivery Confirmation works for that.

Next day (3/18/07) the drive was on the way to McAllen TX.  Door 18 for the service center.  It was received there on 3/22/07 (estimated, according to the tracking information I have).  But of course Microsoft's clueless service people have no information about that.  None at all.

The best I get from them on my first call back was that I needed the tracking information.  Ooops, didn't have the info handy (had left it at home and was calling during some down-time at work).  Had to call back later that night.  Got the info, called back in more irritated at not having any status on the earlier call, and promptly informed the call center geek that *I* had an update for him based on the tracking information.  Provided tracking information, delivery dates, etc., and call center geek claimed to have put in a query for the repair center to get a status report.  At that point I'm instructed to wait 72 hours for an answer to be returned "interoffice" or "internal system" style so that the call center will have an update for me.

That 72 hours was up yesterday, but still no update.  Call back again on Monday please.  Uh, yeah, sure.  Call back and repeat same mindless process, providing same stupid answers that are are all accessible based upon the service number that I keep referencing when I call in.  Then hold for several minutes while geeks in call center look at their computer screens, see no updates, and then tell me to call back another 3 days later.

Completely unacceptable, reprehensible, and clueless.

xbox
31,445 views 26 replies
Reply #1 from JoeUser Forums Top

Yup, I've been {insert acquaintance's handle here}-ed by Microsoft.  Send in for repairs and pray you see the item returned to you.

Reply #2 from JoeUser Forums Top
I don't know about your experience, terp, but we have a customer who is getting consistent 1.7-2.9 mbps download speeds on his Internet connection...yet is having to upgrade to SOHO because XBox says his connection is not good enough. This has virtually guaranteed that I will never purchase an XBox.
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Reply #3 from JoeUser Forums Top

I don't know about your experience, terp, but we have a customer who is getting consistent 1.7-2.9 mbps download speeds on his Internet connection...yet is having to upgrade to SOHO because XBox says his connection is not good enough. This has virtually guaranteed that I will never purchase an XBox.

heh.  I know of that problem.  In all likelyhood his problem is that his router is interfering in his connection.  The routers tend to set up more securely than the 360 would like, though some are good at opening the ports that are needed "on demand" while others require work arounds like putting the 360 into a DMZ (which still might not work).

Finding a good Xbox Live compatible router can be a pain, but they aren't that expensive and there are lots of good choices.

The speeds you listed are plenty fast enough.  Some of my regular playing friends are using much slower DSL connections and have no problems at all.

If you are working with that customer again, have them test to see if their Xbox Live tests show their NAT as anything but open.  If it's not an open NAT then you'll likely have problems.  Once you know that is the problem it's fairly easy to use keyword searches within Google to find a good solution to the problem. 

Reply #4 from JoeUser Forums Top

If you are working with that customer again, have them test to see if their Xbox Live tests show their NAT as anything but open. If it's not an open NAT then you'll likely have problems. Once you know that is the problem it's fairly easy to use keyword searches within Google to find a good solution to the problem.

Actually, this guy has left us less than willing to do much with him (he called at least 6 times in 2 days, trying to get us to tweak a near perfect connection). We've ensured the connection is there, the rest is up to him.

I hate to sound mean, but there's only so much even us tech guys can take.

Reply #5 from GalCiv2 Forums Top
Actually, this guy has left us less than willing to do much with him (he called at least 6 times in 2 days, trying to get us to tweak a near perfect connection). We've ensured the connection is there, the rest is up to him.

I hate to sound mean, but there's only so much even us tech guys can take.


That's customer service for you. With that attitude, you don't need to complain. It surely is pointless.

Isn't it always the same. some expert convincing himself he needs a coffee break rather than doing his job.

Edit, before I get a long winded reason why, I would like to add.
"it's ok on our end so fk him, coffee anyone"
Reply #6 from JoeUser Forums Top
Marcus,

We are an ISP. You honestly believe that your ISP should provide complete home networking over the phone at no additional charge?

I simply CANNOT be an expert on every single platform out there, every gaming console, every O/S, and every software configuration. Even if I WANTED to, it is absolutely impossible, and my pay would need to be SEVERAL times what it is. I know Windows XP networking fairly well, including internal wireless (which, while we technically don't support it, we do our best to troubleshoot anyway). I know Windows 2000 networking fairly well. I know Vista networking fairly well. I am borderline competent with Linux networking. I know software troubleshooting for many different types of software. But I simply CANNOT know EVERYTHING about EVERY possible configuration.

Add to that the fact we TOLD him it would need to be escalated, TOLD him it would need to be looked at, yet he continued to demand that we offer him a service that far exceeded what he was paying for. If you buy a new Ford do you bitch because the dealership didn't show up with a Mercedes?

You're obviously NOT in a tech support position or you wouldn't be so quick to judge!
Reply #7 from JoeUser Forums Top
Isn't it always the same. some expert convincing himself he needs a coffee break rather than doing his job.


No, it's called leaving some other customer in the queue so that I can provide service FAR beyond what the customer is paying for.

I know you imagine tech support dancing in the land of magical fairy dragons while your computer languishes, but I assure you, we DO work!
Reply #8 from GalCiv2 Forums Top
So your service is FREE then, no charge, the customer pays nothing, your a charity. or are you saying that your customers don't deserve help.
No wonder people all over the country hate customer support with you assholes on the end of the phone.
Reply #9 from GalCiv2 Forums Top
and before you say it, I sort all my problems myself, but I'm fine with computers, some people aren't, and you think, FK them. nice.

I simply CANNOT be an expert on every single platform out there, every gaming console, every O/S, and every software configuration. Even if I WANTED to, it is absolutely impossible,



what a pathetic operation you must work for if you're the only one who knows anything.
Please tell us, who do you work for, we'll be sure to avoid them.
Reply #10 from JoeUser Forums Top
So your service is FREE then, no charge, the customer pays nothing, your a charity. or are you saying that your customers don't deserve help.


Neither. I'm saying I can't support every platform ever made, marcus. NOBODY can. it is IMPOSSIBLE.

Next time you're waiting 1/2 hour in the queue for tech support, consider that tech support may be troubleshooting a problem they don't support. YOU are saying that I should give 100% of my time to one customer abandoning everyone else who is paying for the SAME level of tech support?

YOU are the asshole, Marcus. You think a $35 a month Internet connection entitles you to complete home networking solutions. We offer home netowkring solutions, we just offer them for an additional fee. Because what they are asking for goes beyond providing a connection.

EVERY service you pay for has limits, Marcus. EVERY one. Do you think Microsoft Tech support will help you troubleshoot your iMac? Sorry, ain't happening! Do you think Ubuntu's Edgy Eft support includes support for Windows Vista? Think again.

Reply #11 from JoeUser Forums Top
what a pathetic operation you must work for if you're the only one who knows anything.


No, it's called there's a limit to how many support personnel we can have on the clock. Every business operates on a budget, Marcus. And if you want a dedicated tech support person on call 24/7 to the exclusion of other customers, you need to pay it. FAR more than what residential service provides.

In this case, there was NO problem with our service. Zero. The customer was getting what he paid for, and then some. We spent several hours troubleshooting, checked his connection inside and out. We DID OUR JOB.

Reply #12 from GalCiv2 Forums Top
Your talking like every customer phones in daily, they don't
You just don't give a shit about your customers that need help.

I swear if I were your manager I would fire you immediately, but I am not because I wouldn't work for a company that employed nasty haters like you who thinks the customer is a burden on your time.

I suggest you either learn your job or work for a company that is prepared to get enough staff to give proper help.
Reply #13 from JoeUser Forums Top
You just don't give a shit about your customers that need help.


That is absolute complete and total bullshit, Marcus.

You wouldn't have to worry about firing me because I would never work for someone like you.

I KNOW my job, Marcus, and I have the industry certs to prove it. And the company provides staffing appropriate to our level of service. You are talking completely out your ass here, and you are continuing to show that you know NOTHING about the industry.

Funny how you expect my company to not have a problem that MANY companies have. I have been online at various times with tech support for eMachines, HP, Dell, Microsoft, and SBC, among others. With EVERY one of these companies I have experienced waits of various lengths. EVERY one.

As for dealing with my company, don't worry about it. I don't think we'll be providing service in Great Britain anytime soon.

You've been a troll long enough, Marcus. Why don't we get back to the topic of MICROSOFT's lack of support for a product THEY manufacture?
Reply #14 from JoeUser Forums Top
Also, when I tell you I've done as much as I can, I've done as much as I can.

That answer's not going to change in five minutes.

It's not going to change in ten.

How do YOU suggest I support, for instance, a problem that deals with a PHYSICAL connection over the computer? It's impossible, Marcus.

There will ALWAYS be limits to what ANY tech can do. As I said before, it's becoming painfully obvious that you do not work in the tech field, or you would know this. I HATE leaving someone hanging, but there will ALWAYS be limits to what I can do.

In this case, there was nothing TO do with the customer's service, and he was told this. REPEATEDLY. What's your proposed solution, Marcus, hack into the company network and give the customer a service they're not paying for? Not only do I not have that authority, even if I did, that would leave me out of work pretty quickly.

By tying up our phone lines with repeated unnecessary calls, this customer was taking time that OTHER customers who I COULD help were also paying for.

We eventually came up with a solution for the customer. And he will probably be very happy with the results. But the solution involved a higher level of service on his part.

So don't tell me I don't know how to do my job. I knew what needed to be done, the proper channels to escalate it to, and I did it. It just couldn't be done at 10:00 at night!
Reply #15 from GalCiv2 Forums Top
Funny how you expect my company to not have a problem that MANY companies have. I have been online at various times with tech support for eMachines, HP, Dell, Microsoft, and SBC, among others. With EVERY one of these companies I have experienced waits of various lengths. EVERY one.


I think you will find I mentioned the problem with customer service as a whole.
Just because most companies are useless incompetents doesn't mean you have to sink to the lowest denominator.

Look, you are a prime example of why people hate tech support. you think the customer is some sort of spunger because your overworked. I think you should blame the company not the customer. It isn't their fault that you are too pompous to help them.

Reply #16 from GalCiv2 Forums Top
I can't be bothered listing your inadequacies further, we all know what tech support means these days, My point has been made.
Reply #17 from JoeUser Forums Top
Look, you are a prime example of why people hate tech support. you think the customer is some sort of spunger because your overworked


Bullshit. I don't think the customer is a sponger in any way shape or form. I work my ASS off to help them, call times be damned (and yes, every call gets timed...fortunately I can usually resolve simple problems like email fast enough to get a pretty decent average...and still leave the customer happy).

But when a customer calls in with something we can't support, we can't support it. I hate to give that answer, but sometimes I must. When a customer calls in with a question I can't answer, I do everything I can to help. I research the answer. I ask my coworkers. I post to various forums. Sometimes I have to call back (and I ALWAYS do my callbacks...an area that is lacking by many in my field).

Your response pissed me off, Marcus, because I DO care. I work very hard to provide the customer with the best service I can. But there will always be limits to what I can do. I'm only one person.

Don't assume that everyone on the other end of the phone is uncaring and waiting for the next coffeebreak. The only times I leave my desk during my shift are to get a soda, to go to the restroom or to do PC repair...and in the latter case, I set my phone to ring over the speakers so that I can catch it as soon as it rings.

I keep up my industry certs, I always research a problem even after the issue is escalated, and I deal with the customer in a professional matter. But just as not every tech support worker is professional, not every end user is reasonable in their expectations. When a customer's paying for a 3 mbps maximum data rate and consistently getting 1.7-2.9 mbps, they are getting the service they pay for. Asking us to make it work better is literally asking the impossible.
Reply #18 from GalCiv2 Forums Top
and yes, every call gets timed.


Point proven.

Reply #19 from JoeUser Forums Top
OH...AND....our phones have a three minute "buffer" for us to make tickets...meaning that our phones will not ring for three minutes after we finish a call...When we are busy, I bypass the buffer and work on the previous ticket while I am listening to the next customer. I hardly call that sitting on my laurels.
Reply #20 from GalCiv2 Forums Top
Marcus, the only point you are proving is that you are a complete jerk.
Reply #21 from JoeUser Forums Top
Point proven.


They get timed to provide BETTER customer service, actually. I have observed customer service personnel spending over an hour on a call that could have been resolved in 20 minutes....because they know the person and are engaged in a lengthy chat. That's time that other customers are paying for and they equally deserve.

But I will agree that management often goes too far with it. There are times when I'm on the phone for an hour because I NEEDED to be on the phone for an hour. But usually with my bosses if I provide a reasonable explanation, nothing is said.
Reply #22 from GalCiv2 Forums Top
reasonable explanation

lol.
Reply #23 from JoeUser Forums Top
(excerpt from "Gidipedia")

Definition: Troll: see also: MarcusCardiff
Reply #24 from GalCiv2 Forums Top

(excerpt from "Gidipedia")

Definition: Troll: see also: MarcusCardiff


LOL! That was funny as hell

But I think marcus will go back to his bridge soon enough
Reply #25 from GalCiv2 Forums Top
I'll see myself as well bitch slapped.