Never again!!! Birthday fail!

It is with a heavy heart that I write this email as a complaint reference the Xbox360 I purchased for my son's 8th birthday. I am so disappointed in the all around experience and the way I have been treated by customer service and you should be ashamed
of yourselves.

I purchased an XBox360 4GB console for my son as a surprise for his birthday. To be honest, we have historically been a PS family, but this was the one thing he really wanted. I purchased the console and various upgrades and games on June 27th. By
July 15th, while my husband attempted to update the console had an error message followed by an orange blinking light then lost power. The console would never power up again.

I attempted to return the console to the retailer, but they said they had a 15 day return policy on Xbox because the manufacturer would not reimburse them (Red Flag!!!). I then contacted Xbox online support where I spoke to Goody who did troubleshooting
and told me that there was nothing he could do and an agent would be calling me. Crickets! I finally called customer service after several hours of waiting to only wait twenty minutes to speak to someone. When I did speak to someone, they could not answer
my questions and offered to repair the console.

Really???!!!! Twenty days after purchase???? And you want to repair my console???? I paid for a brand new item and should have gotten an exchange!!! If you can't stand behind a product for 30 days...seems to me there is a bigger problem.

I asked to speak with a Supervisor who eventually identified himself as James. He refused to give me his last name or id # so who knows if that is his real name. After telling him what had gone on he told me he could send the console for repair! I
told him that his response was not acceptable! I can't believe a company the size of Xbox won't replace an item that was obviously doomed from the get go! My son is 8! He probably played it a total of 15 hours! Good grief! This is insane.

James eventually cut me off and stated he would just send me a new console. He emailed me a shipping tag for the console I had and asked me to return it. He asked to confirm my shipping address. I assumed he was going to ship me a replacement. NO DICE!!!!

I returned the no working console on July 23rd. It shipped to the Xbox preferred address and I have yet to hear where the replacement is.

Today 8/1/14, I called customer service again and spoke to another supervisor who identified himself as Jose....again refusing to give a last name or an id #. Jose stated that James had pretty much lied to me and there was no replacement for my son's
console. Jose stated because Xbox One is the wave of the future, there are no replacements for Xbox 360. So, basically I can wait for 2-3 weeks and I should receive a "working" Xbox. Not a new one...a "working" one. Granted, I spent only $200 on the Xbox 360
and another $200 on games and accessories....but now I am just getting a "working" Xbox for something I purchased as new.

Hmmmmmm, so I pose the question, was the Xbox 360 that I purchased even NeW?????? Seems obvious that Xbox and Microsoft have thrown customer service out the window. Microsoft should be ashamed of the lies that their customer service reps spew from
their mouths.

My faith in this company is all but lost. I can't believe that this acceptable from a Fortune 500 company.

Natalie

:)

 

error 0x80070002 when installing update

it never installs and queues then fails again, i cannot play the game ... frustrating to say the least

 

Never again..

Now i know obviously microsoft doesnt care about me im just a customer whos supported them since day one butttt, never again will i spend a dime on anything microsoft.. Ive had 2 original xboxes, one halo 3 edition, and 2 slims.. Now i take great care of
my purchases BUT Not ONE of my consoles has lasted more than a year whether it be the ring of death , a failing disk drive , or my favorite a thunderstorm, no matter what your xbox was manufactured with a set date to self destruct itself. I for one will not
pay more than it costs to pay a months worth of bills to play xbox until they want me to purchase another console. To add to the garbage consoles they make they also make you pay monthly for xbox live which goes offline randomly at least 2 times a month. For
all the money ive spent on xbox alone you would think id be a valued customer and theyd say [Profanity removed] man this guy has spent well over 2 grand on our products and has been [Profanity removed] every time.. but nope
im just another dollar sign in their litlle scam. [Profanity removed] xbox ill pull my sega genesis out (which btw STILL works AMAZING RIGHT MICROSOFT????) before i even think about doing anything with microsoft again.

 

Microsoft are only obliged to offer a repair under the warranty terms of use. The retailer where you purchased from sound very unreliable. Ive never heard of a 15 day returns policy. 28 days maybe but here in the UK the retailer has to accept the return
of a faulty item within 12 months

 

As Viral pointed out, this seems like an issue with the retailer you purchased the system from. Most retailers here in the States offer 30 days. I'm still confused about your issue with MS wanting to repair the Xbox. It is broken, they offer a warranty
and are backing up that warranty by offering to fix your now used Xbox 360.

 

I agree with the others, its the retailer that is the issue.

You need to check into the legal requirements of warranties on new electrical items.

The absolute minimum on any new item should be 28 days.

Who was the retailer?

 

Thanks for the input...I agree that there is a retailer issue..first and last major purchase from Walmart. But there reasoning was that MS would not replace the item so they would lose stock....so that rolls back to MS and their policies with their retailers.

As for the repair, I wouldn't mind a repair had the console had any bit of use, but my thought is if I buy something I should get the opportunity to have a new item for a little bit. Had this happened after 6 months, I would still be upset but would understand
the repair. But when you purchase something you expect it to work longer than a month for goodness sakes.

 

I had a day one xbox one issue and had to return a brand new console never used to MS for repair

 

Just read walmarts return policy online, and yes consoles have a 15 day return policy,along with many other electrical items.

I am in the UK, and we have 12 months warranty on all new electric items, by law.

15 days is just ridiculous, and would certainly stop me buying any electrical items from that store.

The closest to that we have here is Argos,who have now issued a non return policy on any items that can download anything from the internet or via usb.

You order it from a catalogue,you don`t even get to see it first and can`t return it if its not suitable.

You can still return it if faulty, so even they are not as bad as walmart sounds.

 

Wal-Mart's policy applies to "Video games hardware" (ALL consoles).

"Video games hardware must be returned within 15 days of receipt."

help.walmart.com/.../9

Practically every other retailer in the U.S. offers 30 days too, so it sounds a lot more like a Wal-Mart policy than a MS policy. I'm pretty sure they're full of it when they say MS won't reimburse them, they just don't want to deal with the hassle. Just
one of MANY good reasons not to shop at Wal-Mart if you can help it.

 

I don't know anything about US consumer laws, but if the law states that a return policy must be a certain period of time, that law will always override any store policies.

 

@Zen - Sadly, there is no such law in the U.S. I REALLY wish the U.S. had similar laws. Based on your response, I'm guessing they don't have Wal-Mart's across the pond? If not, hope they never do. They really are an absolutely horrible company in every way.
Sadly though, they cut costs in so many areas that they're able to offer cheap prices, so they're huge because most people either don't know how horrible they are, don't care, or can't afford to care. They own most every politician in Washington, so they can
do practically anything they want.

 

The UK`s version of walmart is ASDA, and they literally are one of the best companies out there for returning items of any kind.

The always give out 12 month warranties and sometimes give out free accidental cover warranties too.

Many times i have returned electrical items after months of use,they never question anything or even test the item,they just give you a replacement there and then.

 

The odd thing is... ASDA was bought by Wal-Mart years ago. I'm guessing the 30 day warranty and 12 month returns on electrical goods in the UK is probably thanks to some EU regulation or other. (O_ô)

 

Why complain that they are giving you a "working system"? At least it works.. would you rather have the broken Xbox or the working xbox?

I had a similar problem with my PSP and after 21 days it broke. so i called PS and they said they would get me a refurbished PSP back to me.. no complaint here.