I remember the day well. Mass Effect had just come out. I left work early just to get the game and then to play it. I didn't make much money. I really needed to pay rent. But I had been excited for this game for years. I rushed home and popped the disc in. The game was amazing. I spent hours just talking to people in the citadel. Then suddenly...it all came crashing down.
My xbox experienced the dreaded Red Ring of Death.
I was upset. I immediately called microsoft tech support and calmly explained what happened. I feared the worst. I was nearing the end of my 1 year warranty. Tech support assured me that all would be well. I waited patiently for my box.
it never came.
I waited longer and longer.
Christmas was nearing.
Finally a box arrived torn to shreds. I called microsoft up and they said they would send another box.
Again I waited. Finally a box arrived. I sent the xbox off and waited.
Right after my birthday(December 22nd for those interested) and Christmas (December 25th for those not in the know) I got the xbox back.
I was so excited. It had been nearly 2 months, but still I got my xbox! I plugged it in and turned it on. It froze at the xbox loading screen.
Once again the sinister Red Ring of Death struck.
I called Microsoft again. They were apologetic and promised a BRAND NEW console as a replacement. No refurbished this time.
The next console came 3 weeks later. Well into January.
I opened the box. I was disappointed to see that it was obviously a refurbished. It was older than my original console. It was manufactured late 2005. My console was built in 2007. But thats okay. As long as it works, right? Sadly this one faired even worse. It went red ring immediately. Not even 5 seconds of operation.
I was quite upset. The tech support people promised me next day shipping and no more than 1 week turn around time. A brand new xbox would be delivered. This time FOR SURE. I even talked to an upper level supervisor who promised this. All I had to do was send the xbox AND the power supply this time. He also gave me "compensation." Though he promised Quick Charge stations and instead I got play and charge kits. What ever. I do not care. All I cared about was getting my xbox back. The only compensation I requested was Live time that I had missed out on. This was flatly refused. I was told that there was no refund on live time ever. (WHAT?!)
I waited once more. I got an xbox back. The same one I had sent in previously (Checked the serial numbers) It now had a high pitched whine. It lasted just long enough to import my account. Then it too died.
Now I call tech support. We go through the same thing. This time however I refuse to send it. I was promised twice now that I could get a brand new console. I was informed that no such promise can be ever made. I get upset at this point. Can they not even promise to send a WORKING console? No...apparently not. They have no control over the service center and as such cannot promise that i will receive a working console. Only that a console will be sent to me and it will hopefully operate.
I do not know what to do. So I email Bill Gates. It was a desperate move I know. And I feel bad because he is a busy man, and this really isn't his problem. I already tried working up the ladder of supervisors but all of them have told me the same thing. There is no help for me.
I then receive a call in the morning. I'm told that a higher level supervisor named "John" would help me. I'm given a number and an extension and I was promised that this would be resolved to my "utmost satisfaction."
John and I play telephone tag for a few hours. Finally we connect up. He tells me that there is nothing that can be done for me other than sending my xbox in and hoping for the best.
He informs me that it is against the law to send a new console to me. They can only send a refurbished one by federal law. I inform him that I've received a new console from Nintendo before. Its true! My DS cracked and I sent it in. They sent me a new retail box containing a DS. A very fast turn around time too!
He explains that it is microsoft's policy not to send them out (apparently MS policy is now federal law. Makes sense...)
I'm not really sure what to do now. I'm seriously considering filing for small claims court. I'm not sure if I could win or not, but I have a case. this entire scenario is disgusting. I've never had this many problems with a console before.
Now I simply wait and PRAY that I receive a working console. I have lost 4 months of live service that I pre-paid for. I missed opportunities for free downloadable content such as Undertow which was free until January 28th. I've missed huge play time with the games that i got for Christmas. I'm a recent college graduate so it is not like I have the cash to buy a new xbox. I hope that people read this and share their experiences with me. Maybe microsoft will learn not to shove their customers around. I have been made promises several times only to be told later that such promises are impossible to make. And then I am treated like I was some sort of idiot to believe that. This is not how customers are to be treated. Especially ones that spend large amounts of cash on consoles that tend to break easily.
