Broken Promises and guarantees

An update:

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A quick note, I resisted posting this in case the person mentioned below actually got back in time before the package was returned to sender (spoiler: she didn't).

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The "member of the Listening and Advocacy team at Microsoft corporate" that initially emailed me failed to answer or reply to numerous calls and messages to her number and extension during the days and hours she listed as available until after a refurbished
console (the serial number on myservice.xbox.com has been changed) was sent from a DIFFERENT service center (originating address in Tennessee).

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I called Fedex and had them hold the package, since they said that only the sender could change the destination address, at one of their locations until Xbox had done what they had stated what they would do, according to a representative they said they would
change the destination address and would cover all costs to do so. Fedex said they would hold it until January 15th (today) before sending it back to the shipper). I said all this in a message I had left for the person mentioned above.

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Apparently having "Listening" in your job title doesn't actually mean that you actually do, as the response I finally got back from her displayed that she had not listened to any of the voice messages I had left (or maybe she did but didn't understand them),
or read the contents of my emails which contained a link to this thread. I would like to post the message that she responded with but since "This communication, including any attachments, is intended solely for the use of the addressee and may contain information
which is privileged, confidential and exempt from disclosure under applicable law or subject to copyright. If you are not an intended recipient, any use, disclosure, distribution, reproduction, review or copying is unauthorized and may be unlawful." is written
in the email I don't want to chance any legal issues. Needless to say she showed that she didn't actually know what was going on with my issue.

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Since her reply on January 10th, I have emailed her 7 times and called and left voice messages more times than that still without any response. Because of her non-response the console is now being returned to shipper. So yet again, I am negatively affected
by mistakes made by someone at Microsoft.

 

Really now? 7 e-mails in 96 hours and more voice mails than that all directed towards one person's private accounts? You need to calm down because--not to put too fine a point on it--you are legally harassing that poor woman.

 

No, to put an exactly fine point on it, I am following up and trying to get a resolution for a problem caused to a customer by members of an organization that has the power to resolve their own mistakes quite easily. All while doing my own full time job.

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Wouldn't you do everything in your power to get your console back if it wasn't your fault that things were being mishandled? You would just let them do whatever, and let them jerk you around? Also, 5 days without any response is unarguably bad customer service...
unless that's how you would choose to operate, if that is the case then I would hate to be a customer of a company you would run...

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It's easy for you to make snarky remarks if it isn't happening to you, isn't it?

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In any case, it finally paid off, the listening and advocacy team member finally called me back and said that because they were sending a refurbished unit they can send a refurb from the service center in Japan (I knew the "supervisor" on the 7th was full
of it). So I'm finally getting my console.

 

Also, if you want to be technically accurate it was 110 hours.

And, just saying, you might want to do a little research before you make comments about legal matters...

Nice try though.

 

Would I do everything in my power? Sure.

Would I send out 2 e-mails and leave 5 voice mails during an 8 hour span for 5 days straight? No, I would not because that is harassment. You are not the only person who support has to deal with and it takes longer than 5 minutes to examine something but
if you're constantly badgering a person then nothing will ever get done. You need to learn what patience means and when someone says "I will get back to you when I find out something" that means they will get back to you as soon as they know something. You
pestering that person will not make them know said information any sooner.

 

So you can't do math either?? . *sigh* I'll spell it out for you. . I sent one email a day (two emails a day the final two days), and called an equal amount of times while leaving messages hoping something would get through. In addition there was a time
limitation because of conditions set by FedEx) it is not harassment. At no time was I vulgar and never was I forceful. I was asking to be contacted because the issue was not resolved, which is another thing you seem to fail to grasp. She never said, "I will
get back to you when I find out something", in her email she expressed that she thought everything was handled, when it clearly wasn't if she had listened or read my emails before responding. If you look at it objectively, and not with Microsoft fanboy goggles,
you'll see that from a business perspective (which this is, a product had not been delivered as contractually agreed to [verbal agreements are considered contracts in case you don't know]), I was appropriately responding to a time sensitive issue caused by
the other party.