Customer Disservice... Having to make this post, case in point.

I honestly don't know why I'm even doing this. The only conclusion I can come to is that I have to vent somehow and XBOX has made it pretty clear that they are not as interested in providing easy after the sale support as they are in making those sales!

So. Here's my story.

XBOX One S broke (4months old). Error Core E205.

Day 1 (4/3).

Looked on support. Noticed I hadn't registered by box. Completed.

Researched forums for error code. Non-existent on the forums.

Called 1: (and you all can guess the hold times, so add that on). Roughly 20 minute call resetting, reading display, yadda yadda = hung up on. No call back. Called them back and gave up as I didn't have another hour to waste.

Day 2. (next day, 4/4)

Call 2: result = tried to manually update, hung up on after ~30minutes. No call back.

Call 3: result = tried to continue manual update, hung up on after ~30minutes. **Note** My wife needed to talk to me about something urgent so I placed my phone down. After service agent didn't get a response back from me I heard him say "he put me on hold!".
Then hung up on. I'll split the difference here. Still no call back though.

Call 4: result = requested call back instead of waiting another +30 minutes on hold

Call 5: result = service agent (Lennox) said he'd be emailing me with details on how to mail my box back in. **Note** When my 360 got the red ring o' death they sent me a box right away. It was even out of warranty and it was replaced within a week. No issue.
Very pleased then. NOW, on the other hand, when you console breaks you get to find an adequate box to send through fedex. I spent $25 on a custom XBOX box that they grabbed right away. Apparently, they deal with a lot of these. Anyways... Spent over 3 hours
and got nowhere because agent did not email it to the correct email. Did not follow up for 4 days (after I complained I didn't get the shipping label). He followed up and said he did! Funny. I would've remembered that detail, but I guess he's right. I'm wrong
apparently).

Email 1: Lennox emailed me directions to send my console in.

Day 3 (4/12):

Live chat 1: Tried, with incredibly disappointing results, to do a live chat. result = Probably in the records somewhere, but the agent dropped me when I started getting frustrated.

Email 2: Responded to Lennox a few days later because I never got the labels.

Call 6: (8 days after my console first broke) result = I immediately demanded that I speak to a supervisor. After 20+ minutes on hold, another 20+ minutes waiting to get transferred, spent the next 40 minutes troubleshooting to figure out some account artifacts
were interfering with the service stream. The agent manually proctored the email to a specific email. Finally, got the shipping labels printed.

Email 3: Ironically, Lennox replied reaffirming he emailed me the labels , which he did... to the wrong email address.

Day 4: (4/19)

Went to fedex after work and shipped console ($25 for the custom box... really nice)

Today (4/27): It's been apparently 1 week since I set in my console (though it's seemed much longer) and the console is in Texas.

Listen, I only put all these details in here because I want to express how frustrating this process has been. It'll be close to a month before I get my console back and I am SOOOOOO sick of this process. & I could be wrong on some of the dates. I had to
go through a lot of data to get a basic description. Here is a list of takeaways/complaints:

1. Wait times are excessive.

2. If an agent gets disconnected they should call back. I mean, c'mon. You're going to make a customer call back when your product broke and they're trying to get the only help they can. I just want my XBOX fixed and you're the only way this can happen.

3. I am not racist/prejudice, but I can't stand talking to someone from another country where there is a language barrier. It's insulting.

4. There needs to be accountability for follow through. Only 2 individuals that I spoke to responded to me and, ironically, they were the ones that I wanted to speak to the least. At least they did their jobs, well, the supervisor did at least. Lennox has
emailed me a few times, but he's obviously out of the loop.

5. The whole concept of customer service has eroded considerably over the time I have been a loyal XBOX customer. My son jumped ship to Playstation last year. If I go through one more ordeal like this, I am joining him. The customer service is pathetic.

6. The turnaround on the replacement is equally pathetic. I have spent thousands on this entertainment gizmo. I am positive this could be expedited, but what incentive does XBOX have to do this? None, except my business, right? So, shame on me.

I've wasted enough time on this, but I had to get this out into the great inter-web beyond... where ever this actually is. The fact that I have to do this just to feel some sense of closure and a feeling I've expressed myself is just continued evidence that
in the minds on companies today, I am an insignificant consumer. WAAAAHHH! To whoever reads this... sorry? Because I am 99% confident that no one at XBOX that has any desire to do anything about will.

:)

 

unauthorized access of my account

i was told to make this post by a customer support rep so that way i could get updated on the status of the case. my account is being accessed daily by another console.

 

Enforcement

I have sent in a case review but it has been about 7 hours and no feed back I contacted customer support and they said to make a post here

 

Hey RanchADDICT! I am very sorry to hear about your issues with contacting service. To make sure the right teams are made aware of the changes you would like made, please submit them
here. Thanks!

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