Xbox 360 owner experiences customer service nightmare
When we have problems with our electronics or consoles, we always turn to the product’s customer service hotline for help. But what happens if customer service proved to be too…unhelpful? One of the moderators of the Xbox 360 achievement listing site, Achieve360Points, just went through what could be one of the most harrowing experience with customer service.
He’s got a long laundry list of problems, but here’s the gist: Speaker Ender (the gamertag of said customer) had problems with the DRM on his premium Xbox Live content. To be fair towards MS’s customer support staff, the problem was promptly solved the first time he had the DRM issue by having his MS points refunded by Microsoft. However, it was an entirely different story when he got the problem the second time around.
Speaker Ender provided a breakdown of his experiences with Xbox 360’s customer support staff:
- Number of calls to 1-800-4MY-XBOX since March: 22 calls
- Number of callbacks promised: 15
- Number of callbacks received: 3
- Most Number of times I was asked my name and phone number during a single call: 11 times
- Number of times I was told “Microsoft will contact you when the investigation is complete”: 40+
- Number of times that I ended up on the Spanish language hold line: 8
- Total spent on Xbox 360 related products: $3120.78
- Amount of XBL content not working properly: 25,600 points ($319.87)
- Total time spent on the phone with 1-800-4MY-XBOX: 1 day, 2 hours, 55 minutes
- Total time spent trying various remedies*: 1 day, 9 hours, 55 minutes
- TOTAL TIME TRYING TO RESOLVE ISSUES WITH MY XBOX 360s: 2 days, 2 hours, 50 minutes
Indeed a sad story, and we hope that Speaker Ender manages to get the resolution he clearly deserves.
Check out the entire article in the Read link!
When we have problems with our electronics or consoles, we always turn to the product’s customer service hotline for help. But what happens if customer service proved to be too…unhelpful? One of the moderators of the Xbox 360 achievement listing site, Achieve360Points, just went through what could be one of the most harrowing experience with customer service.
He’s got a long laundry list of problems, but here’s the gist: Speaker Ender (the gamertag of said customer) had problems with the DRM on his premium Xbox Live content. To be fair towards MS’s customer support staff, the problem was promptly solved the first time he had the DRM issue by having his MS points refunded by Microsoft. However, it was an entirely different story when he got the problem the second time around.
Speaker Ender provided a breakdown of his experiences with Xbox 360’s customer support staff:
- Number of calls to 1-800-4MY-XBOX since March: 22 calls
- Number of callbacks promised: 15
- Number of callbacks received: 3
- Most Number of times I was asked my name and phone number during a single call: 11 times
- Number of times I was told “Microsoft will contact you when the investigation is complete”: 40+
- Number of times that I ended up on the Spanish language hold line: 8
- Total spent on Xbox 360 related products: $3120.78
- Amount of XBL content not working properly: 25,600 points ($319.87)
- Total time spent on the phone with 1-800-4MY-XBOX: 1 day, 2 hours, 55 minutes
- Total time spent trying various remedies*: 1 day, 9 hours, 55 minutes
- TOTAL TIME TRYING TO RESOLVE ISSUES WITH MY XBOX 360s: 2 days, 2 hours, 50 minutes
Indeed a sad story, and we hope that Speaker Ender manages to get the resolution he clearly deserves.
Check out the entire article in the Read link!
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