Well, today I had the most interesting conversation with
xbox support. Last Friday I went online and
pre-ordered Halo 3 to ensure that I got it when it came out and got to play it before my friends spoiled the ending.
As luck would have it, the next morning when I turned on my
Xbox360 and there it was ... the ring of death. Yes the three flashing red lights. But wait, you might say "that sucks!!", but I say "nay". I say, I am glad it was
still under warranty.
I decided that I would call 1-800-4-My-
XBox to see if the warranty covered it. They walked me through the typical troubleshooting and determined that it needed to be sent back for "repairs". This, they told me was fully covered by the warranty (including shipping). They told me that they would ship a box to my house for me to pack my console into and ship it back to them. When it gets there they would "repair" it. I was happy now, my
xbox360 will be fixed for free and I would be able to play Halo 3 (maybe later than anticipated, but I would be playing it). The best part is that I could see the progress of my repair by logging into
MyXbox and checking on the Support home page.
After I got off the phone with support, I logged into
MyXbox and saw my
Xbox under my account:
Device:
Xbox360 Hardware
Serial Number: ############
Warranty Status: In Warranty
Repair Status: Repair Order Submitted
Cool I thought. To top it off, when I called back the next day they even gave me the
Purolator tracking number so I can see the box on it's way to my house - the first part of the journey Halo 3 joy!
I got the box, put the console in it and sent it on it's way back the the mother ship / Microsoft's
Xbox "repair" center in Canada. Yes, there is only one center in Canada and one in USA - so the technician told me. I went online today after seeing that return tracking number on
Purolator's site indicated that it was at the "repair" center. Ah, half of the way there now I thought. Now that it's back at the center for "repairs", I can check on the "repair" procedure through
MyXbox Support page.
To my surprise, when I logged again, my
Xbox360 hardware was no longer registered under my account .... what could this mean? Did they loose it or have a problem in their system and lost my information (I hope they have a good backup?). As any good customer would do, I thought I would call and see what is happening with my console. The support person on the phone (I won't mention his name) told me that yes,
it was there and they would "repair" it. I asked him what the typical wait time was for this sort of "repair" was. He told me that because I was in Canada, they will be replacing my console with another already "repaired" console and will ship that to me as a replacement and that it would take 6 to 12 business days to complete this.
I had to ask:
If they we not going the "repair" my xbox and ship it back to me, but ship me another already repaired xbox, then why does it take 6 -12 business days?He then told me that it took so long because that had to: "fill out the paperwork and go through the
approval process".
Why? I asked, you have my old
xbox that you will repair and give to the next "customer" and give me another "repaired"
xbox; why not ship me the new/"repaired" one and do the paperwork at the same time?
He said, that's not what they do ..... that's all ... no more details.
I asked him to "Improve their Process" so customer could get their consoles back as quickly as possible and make them happy with their customer service. Stock comes in, gets tagged, stock goes out and also gets tagged. End of day processing (scheduled batch job) could reconcile the inventory since everything has
bar codes. Wow, happy customers! Nope, not at Xbox support!!Have you had this experience before? Why is this so difficult for them to understand?Labels: Xbox Support Madness
before lift-off; so we were up at 4:30 AM to pack the car and drive to the airport. It was a rainy drive to the airport, but that did not bother us as we knew that we were hours away from Disney!
Oshawa Generals and the Peterborough Petes were treated to the song birds from Lydia Trull public school singing O'Canada, and yes, Sierra was front row on the ice with the rest of the choir. 
What a party; Jacob's parents hired a limo to pick up the boys for an evening of games, junk food, pizza and running around - thank goodness it was at their house and not ours..... 
Orillia. We had a blast and this time the cops weren't called for Trixie goofin' off in the window again....s 
