Microsoft
Poor Xbox customer support - xbox 360 elite

In fact, extremely poor. I can't think of any worse experience than I've had with Xbox customer support.

A couple of months ago our just over one year old Xbox 360 elite console stopped. My son said its "3 red rings" and I should contact xbox/support. So I filed a repair request from online and printed out UPS label and sent out as instructed (taking the hard drive out etc). After several weeks Microsoft sent me a replacement console. Appears everything is smooth, right? Now here starts the trouble.

I connected everything together as my son was getting excited (he plays Xbox live, we pay annual membership fees). Well it doesn't start, the error code: E68. So I called xbox/support, after long waiting over the phone finally got to speak with a staff with accent. So I was told my hard drive is broken and it needs to be replaced. It is also covered in the warrenty but I have to pay for the shipping. So I shipped out on Nov. 20 through USPS with delivery confirmation. It shows the hard drive was delivered on Nov. 23. After one week I called Xbox/support noticing that on their website they are still showing for receiving the hardware. I was told "it will be 2-3 weeks after they receiving the hard drive" and I "should not worry", "I have put urgent processing on your case". On Dec. 5th, after still not seeing anything happening, I called again. This time I was guaranteed to receive the hard drive by Friday (Dec. 11). So on that day I called Xbox/support. This time I was actually given a FedEx shipping number. However, it turned out they only did "paperwork" no package was delivered to FedEx, as I found out today after calling FedEx. So I called back to Xbox/support and pointing out they didn't do anything yet in terms of sending the package out. You know what, they transfered me to a "rssolution specialist" who told me it takes 9 business days. ANother 9 business days.

I'll let you know the date I actually receive this damn thing.

Company: Microsoft
Country: USA

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