My first call was placed on Aug. 16, when the service representative I spoke with assured me that I would have shipping materials within seven to 10 days and a replacement Xbox within five weeks.
The shipping box came on time, but I was a little nervous about sending my Xbox away without calling the company to confirm the order. It’s a good thing I did call, because they had canceled my order. If I sent my console away, I would have never seen it again. Since my order was canceled, I threw out the shipping box. They told me I would receive my second shipping box within seven to 10 more days, but they couldn’t process the order because their systems were updating. I was told to call back. So I did. One hour and 17 minutes went by and they finally submitted the replacement request.
The 20 days went by …
I decided to call Xbox to question why it was taking so long to receive my shipping materials. The representative told me that they were having “system issues” with my account and therefore no shipping materials had been sent. I asked to speak to a supervisor about the lengthy amount of time the process had already taken. The supervisor assured me they were sorry and would take care of it as soon as possible. He offered me one month of Xbox live as a gift. One month of Xbox live retails for about eight bucks. I told him that I’m 26 years old and I don’t think an $8 compensation is fair. He told me that another supervisor would call me back two days later to discuss my account with me.
Two days pass and still no shipping materials. The supervisor never called.
So, a frustrated me, calls Xbox again. I explain my story — again. I sit on the phone for an hour — again.
Finally, I get in touch with the manager (which is apparently higher than a supervisor.) Her name is Amanda. She informs me that there is still a “system issue” with my account and no shipping material has been sent. It is now Oct. 29. I explain to Amanda that it has been two and a half months and I’m extremely upset at this entire process and I just want it fixed. I ask for this to be resolved immediately, and I demand expedited shipping at no cost. She can’t promise me that. She can offer me a game that retails at $19.99 at Movie Gallery. I decline the offer because I would much rather have my Xbox before Christmas. She tells me that she’ll need to put a request in to Microsoft directly because she can’t authorize that herself. She promises a call back by Nov. 4, anywhere from 1-10 pm.
Wow!
Guess what? Still, no shipping materials, no working Xbox.
What does it take to get my Xbox repaired? An act of God?
Microsoft advertises a free warranty program, but makes you pay with your time. It’s absolutely ridiculous.
I’d love to hear any comments or suggestions readers may have about this. At this point I’m open to any ideas.
Jonathan Masker is a wireless solution expert and a self-proclaimed gadget guru. Reach him at jonathan.masker@gmail.com.