Below is every single complaint that I filed with the Better Business Bureau hoping that they would help me with this:
On April 26th I was playing my XBox 360. My current 360 is a refurbished system that replaced another system of mine which broke and was covered by XBox. My system began to fail to read game disks. I called XBox to troubleshoot the problem. After going through troubleshooting the representative explained that there appeared to be a problem with the optical lens and I needed to send it in for repairs. I explained that I have had the refurbished system for less that 1 year and that when I first received it I was given a letter that stated it came with a new 1 year general warranty. The rep said no it only came with a 90 day warranty and I would be responsible for the repair. I was livid and I refuse to pay a repair on a refurbished used system that wasn't originally mine to begin with. Furthermore, this violates the warranty coverage that XBox stated in the letter sent to me with the refurbished system. It is bad enough that you don't receive a new system or your original one fixed when one breaks down. They send you a used fixed one that someone else used to own and now I am stuck with a used system that can't play games and Microsoft will not honor its warranty!
After several days of getting no where, I decided to call xbox and the following happened which I also forwarded to the BBB:
Yesterday, I spoke to a supervisor from Microsoft named either Jeff, Josh, or Jake. Unfortunately I forget which one. Anyway, I wanted to know the status of my complaint. He informed me that I must deal with the individual that has been assigned my case and we must arrange a phone meeting. I explained that I had been waiting for a phone call ALL DAY and never received one and was told that I would and since I am going back to work I have no idea when I would be free again. He said there was nothing he could do other then keep arranging phone meetings. I got upset because it is not fair to me to play phone tag with an individual who is obviously not available when I am and meanwhile I have a useless Xbox that doesn't work. After explaining this to the supervisor he began to be very rude and nasty and after further discussion I was hung up on!!! This is by far the worst customer service I have ever dealt with!!! I am very close to pursuing legal actions if Microsoft fails to honor this warranty. Thank you.
Finally, I got a chance to talk to this person assigned to my case. He was actually very nice but stated that the refurbished system was only covered for 90 days (something I was never told). He said he was willing to take 50% off the repair price. As reluctant as I was I decided to do it only because I want a working xbox again.
Right now, my console is still pending its repair and I am waiting for it to return. I received a letter from the BBB asking if I was satisfied. I replied that I wasn't and supplied the following reason:
I will not be completely satisfied until I have a working console again. The console has been sent out for repair and is currently pending. I still feel however that Microsoft lied to me about the initial "coverage" on this system and has unfortunately found a way to legally manipulate its customers. I have decided that once I receive my console that I will only buy a few specific games for it that are exclusive to xbox. All my other games from now on I will be purchasing for my new playstation. Microsoft has truly lost a loyal customer for good!!! I have never in my life dealt with the horrible customer service that they provided me. Everything from accusing me of "misunderstanding" to hanging up the phone on me. I hope that the BBB or some other agency finally realizes what kind of business you are running!
Well, what prompted me to post all of this on here was because of what happened this morning. The BBB replies and states that even though I am not satisfied, they feel Microsoft lived up to their standards and have closed the case!!! In other words, Microsoft is a big company and they can do no wrong!!! I just wanted people to see what I went through and I hope people can learn from my experience.
Scott
Commack, New York
U.S.A.
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