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Microsoft Support Sucks – Conclusion (?)

Here’s what’s been going on:

thekohome.com/2010/11/20/microsoft-support-sucks
thekohome.com/2010/11/21/microsoft-support-sucks-part-2
thekohome.com/2010/12/02/microsoft-support-sucks-part-3

So after this entire back-and-forth and amazing displays of incompetence from Xbox Support, I go ahead and send out my hard drive on December 3rd with delivery confirmation.

December 6th, I check my delivery confirmation and it shows the facility has received my hard drive.  I wait a few days and call support to check on the status of my repair on December 8th.

The support representative tells me a replacement drive has been shipped out and I should expect to receive it within 3-5 days.  She doesn’t give me the tracking number because she says it wasn’t working at the time.

5 business days pass and no hard drive.  I call Xbox support again and the representative tells me that I was misinformed (holy shit, really?  This never happened before!) and that my hard drive wasn’t received until December 9th and they just shipped out a replacement on December 13th.  So he told me to wait another 3-5 days.

I receive my replacement drive on December 18th and plug it in to my console hoping this entire ordeal was finally over.  I would not get so lucky.  I boot up my console with the new hard drive and I STILL get the E68 errors.  FUCK!  Looks like there’s something wrong with the hard drive controller in the console itself or something.  And if they just had me send my console in like the original Xbox support rep I talked to on Nov. 6th wanted me to, this would have been over a LONG time ago.

I’m pissed.  I’m super sick of the incompetencies at Xbox support too so I request a repair through the Xbox support website.  I send in my console on Dec. 20th, guess I won’t have it working before Christmas even though I bought it the first week of November.

I follow the repair status on their website and receive my replacement console on December 31st.  I plug in my replacement hard drive and it’s still working.  Double good.  I check my licenses by downloading a DLC game I’ve purchased before and looks like my licenses weren’t transferred over to my new console.  I read over the insert that came with my replacement console and it plainly says that my licenses should have been transferred to this new console.  I can’t initiate the license transfer online since I’ve already used it recently when I bought the new Xbox with Kinect console, the console that broke the very first day.

I HAVE TO CALL XBOX SUPPORT AGAIN.  I first speak with a representative that has me explain why I need a manual license transfer initiated from them.  He tells me he’ll need to send me to a higher tier support rep and puts me on hold for a good amount of time.  The next support rep doesn’t seem to understand english very well so I repeated what I needed done several times before she understood that I needed a license transfer to register all my DLC to my refurbished replacement console.

She tells me they’ve initiated it and they’ll call me back in 2-3 days.  I ask her why it takes so long when all they needed to do was reset my eligibility date on license transfers.   She tells me this is the process (reoccurring theme?) and they’ll call me between 10am-2pm.  So here I am, 2 days after I received my replacement and still being screwed over till the very end.

I will update with the results.  If they ever call me…

UPDATE: After 3 days, I receive an email notifying me that my licenses have transfered and I was able to restore everything once again after re-downloading for 3 days straight.  The representative also called me… TWO WEEKS later.  Yep, so I got a phone call on January 18 and another 19th and she left a message telling me my licenses transferred and that I’m good to go on re-downloading my DLC.  Thanks for nothing.

Microsoft Support Sucks – Part 3

Here’s the first two parts to this ongoing saga:

thekohome.com/2010/11/20/microsoft-support-sucks
thekohome.com/2010/11/21/microsoft-support-sucks-part-2

So I called  Xbox Support again on November 24th, 5 days after I supposedly had a mailing label sent to me so I could send my hard drive in.  I wanted to make sure that an actual label is in the mail and I wouldn’t be waiting around for no reason anymore.  The representative said the label should take about 7-9 days to arrive so I could expect to receive it the following week.

I call back today to make sure the label is sent and this time a representative tells me that I’m not receiving a label.  He says I need to ship out my hard drive to a facility on my own dime before any repairs take place.  I tell him that’s not what 8+ people have told me now and I never got this address once.  He gives me the standard “I’m sorry, I understand” BUT this is how it is.

So let’s break it down.

Nov. 4, 2010 – I get a brand new Xbox 360 S 250GB console, it starts acting up THAT night

Nov. 6, 2010 – I call support because I start seeing E69 and E68 errors.  The representative tells me that a box is going to be shipped to me so I can send my console + hard drive in for repairs.

I wait 10 days!

Nov 16, 2010 – I call Xbox support asking where my box is.  They tell me I’m not supposed to receive a box, I need to buy a label.  I have them dig further and they tell me they made a mistake and that a HARD DRIVE is actually getting shipped to me and it typically takes 7-10 days.  He said since this day was the 7th (business) day, I should have the drive by the end of the week.

I wait 3 days.

Nov 19, 2010 – I call Xbox support asking where my hard drive is.  Surprise, I’m not getting a hard drive sent to me.  I ask to speak to a supervisor and he tells me I need to send in my hard drive before they send me a replacement.  I tell him I was not told this the previous times I called and he said he would listen to the phone calls on file and call me back the next day with a resolution.

I wait a day.

Nov 20, 2010 – I call Xbox support asking them why a supervisor hasn’t called me back.  They tell me they have no records of my phone call from the previous day.  I talk to a supervisor and tell her how frustrated I am.  She says there’s nothing they can do but follow process so I concede and tell them to snail mail me a label so I can send in my hard drive.  I also tell her to launch an investigation to find out what happened to yesterday’s supervisor.

I write an official complain letter and send it to Microsoft because I assumed this ordeal was over.

I wait 6 days.

Nov 26, 2010 – I call Xbox support asking them to confirm a shipping label is getting sent to me.  The representative says yes and it takes 7-9 days so I need to wait longer.

I wait 5 days.

Dec 1, 2010 – I call Xbox support again asking if my shipping label was sent.  The representative tells me no shipping label is sent.  The actual process is for me to send out my hard drive to a facility that was not once mentioned over the past month.

So I bought a BRAND NEW Xbox 360 that broke on me the very first day and NOT A SINGLE SOUL AT MICROSOFT gives a damn because they have my money.  They outsourced their customer service to an immensely incompetent company and I CANT GET MY GOD DAMN INVESTMENT FIXED.

UPDATE:
The End?

Microsoft Support Sucks – Part 2

Here is the first part in case you missed it: thekohome.com/2010/11/20/microsoft-support-sucks

So I waited today expecting a phone call from the supervisor I spoke to yesterday.  6pm rolls around and I didn’t hear back so I call Xbox Customer Support, AGAIN.

I speak with a representative that tells me I was misinformed in my first two phone calls and that despite whatever the supervisor said yesterday, there’s absolutely nothing they can do to change their standard process.  I ask him then why did the supervisor waste my time saying he was going to review our previous phone calls and not bother calling me back.  All I get is an apology, no explanation.

So I ask to speak to the same supervisor but he said it’s not possible.  So I ask to speak to another supervisor.  I get put on hold for about 15 minutes and the representative gets back to me and says the supervisor will have to call me back.  He reads back a phone number as my contact, which happens to be my cell phone number that I gave the supervisor yesterday (this is important, more on this later).  I tell him to have the supervisor call me at my home phone number instead and we hang up.

The supervisor calls my cell phone (/facepalm) and apologizes about all the misinformation.  She tells me that the standard process is to acquire a label through email or postal and send in my hard drive before they can do anything.  I ask her why the previous supervisor told me he’d look into a resolution after reviewing the phone calls.  She doesn’t have an answer either, just an apology.  She looks into my records to check who the supervisor was but guess what?

There is no record of my phone call from yesterday!

Yup, I apparently didn’t talk to a representative with horrible english and a supervisor that flat out just jerked me around.  But somehow, they had my cell phone number…  The cell phone number they didn’t have until I talked to the supervisor yesterday.  At this point, I realize there’s nothing left I can do.  I tell her to process my repair order and send a shipping label through postal mail since I haven’t received a single god damn email from them.  I also tell her to launch an investigation and find out why I was completely lied to so many times and why an entire day of communications just mysteriously (and conveniently for the supervisor) disappeared.

So I bought a brand-new Xbox 360 on Nov. 4th and it’s still busted as of Nov. 20th.  And only NOW is the actual repair process starting even though I called on Nov. 6th!  I’ve written an official complaint letter I’m sending off to Microsoft’s complaint department.  This is absolutely ridiculous.

UPDATE, Part 3:
thekohome.com/2010/12/02/microsoft-support-sucks-part-3

Microsoft Support Sucks

Oh man, where to begin?  This is EXTREMELY frustrating.

So I bought a new Xbox 360 S 250GB Kinect bundle on Nov. 4th.  Cool, I got a newer slim model  with a bigger hard drive.  Score?  Not so much…

I use my transfer kit to get about 70GB of content off my old HDD onto the new 250GB drive.  I go through the whole license transfer thing on the Microsoft website and spend the next 4 hours re-downloading stuff from my download history so I can update the license files.

About 3.75 hours into it, I start getting download errors and freak out.  I power-cycle the system a few times and each time it doesn’t detect my hard drive.  I try re-seating the hard drive and it works and I figure it just failed because it was loose from shipping or something.

The hard drive issues continue for another day where it won’t detect my hard drive.  I start getting E68 and E69 errors.  Shit…

Here’s where the fun begins…

I call Xbox 360 support on Nov 6th to get the issue straightened out.  The first representative said she needed to connect me with an Xbox Live Specialist to deal with my issue (really?  Xbox Live?).  When I talk with the specialist, he has me go through several troubleshooting steps.  After an hour or so (and many E68 errors laters), he deems my hard drive defective.  He tells me that they would be sending me a box for me to pack my new Xbox in and send off for repairs.  He also said I’d receive an email about the repair and I could use my service request number to check on the status of my repair.  He also says that the repair team will try to save the data from my old drive if it’s possible.

I wait 7 business days.

I call Xbox support again on Nov 16th asking when my repair box would be arriving.  The support rep told me I’m not getting a repair box and that I needed to print out a label and supply my own box to ship out my console.  I told him that’s not what the first representative told me so he digs further into my file.  He comes back after putting me on hold and said, he was mistaken.  He said a hard drive is getting shipped out to me and should be arriving within 7-10 business days with the day I called being the 7th day.  He said I just need to ship back the hard drive after I receive my new replacement one.

I wait another 3 business days.

So I call Xbox support today.  The first representative says I was misinformed on both accounts and that I needed to print out a label and send in my hard drive before they did anything.  After he repeated this fact a couple more times, I ask to speak to a supervisor.  The supervisor then tells me that I need to PURCHASE a label and supply my own box and send in the hard drive on my own money.  And THEN, they would commence the repair process.

I ask him why everyone is telling me a different story and he says he’s sorry but this is the process I need to follow.  Understanding I’m pretty flustered at this point, he tells me he can review my phone calls and see if I was misinformed and call me tomorrow with further action.

So it’s 2 weeks since I bought a BRAND-NEW Xbox 360 and it broke and Xbox support has been doing nothing but screwing up in every way possible.  At this point, they’re just questioning if I’m telling the truth and they won’t fix my god damn broken drive.  If they just told me to send in my hard drive from the start I would have.

Microsoft, you need to get your act together.  I’ve long supported the Xbox 360 but this ordeal is really, really testing my loyalty as a customer to you.

UPDATE, Part 2:
thekohome.com/2010/11/21/microsoft-support-sucks-part-2

The sister is coming to CO

So my sister has decided to come to Colorado to pursue some post-graduate something or other.  Since we have extra space and she’s most likely poorer than the guy on the corner of the street asking for spare change, she’ll be staying with us.  She’s going to try to get a teaching certificate (I think) to teach stuff of the academic nature.  Kinda like stuff you should know and… stuff.

Should be fun and at the very least a good social experiment.

Spine Update!

Hi everyone!
I just got back from my last visit from the spine doc! I took my last set of x-rays & everything looks well!
I just thought everyone would appreciate the update! I’m out of my brace (for a week now) & am currently seeing a physical therapist every week.
The X-rays show that my vertebrate will always look wedged in comparison to my other vertebrate, but it shouldn’t affect my regular activities.
Now the question is….when do i get to go back to camping, whitewater rafting, rock climbing,….etc etc…?  >=D
I love you guys, thanks for all the support from everyone through this long healing process! You’ve really helped maintain my sanity!
Props to Peter for some how managing to keep me still for this long….amazing man! Thanks Hunny!
I hope everyone is doing well! *CHEERS!!!!!*

Let’s Party!
~*~*~*~*~*~Ann~*~*~*~*~*~*~*~

Has it really been that long?

After 3 years, I’ve finally gotten around to one of the first Xbox 360 games I bought but never played.

Ghost Recon: Advanced Warfighter

It’s not that it’s a bad game, I just had so many other games I’ve wanted to play instead.  Hence, it kept getting pushed back and now here I am full circle.  As far as all my Xbox games that can be “beaten” this is the last one.

After I beat it, I just have to finish my PS3, PS2, Wii, and Gamecube backlog.

A sign of lack of stellar games recently or me just spending way too much time on games?  Either way, it’s exciting!  I can finally go back and play some of the games I’ve finished in more depth and online.

Update!

I’m awful at blogging!  =(  But there is so much that has happened!  Let’s see….

First off…we got a new car!  We ended up getting a 2009 Subaru Impreza Outback Sport!!!  Peter did so much of the research on how to buy a car & the whole experience was really painless!  *shocked!*  Not only that, they even traded in my old Taurus.  It’s soooo pretty & it’s got soooooo much more cargo space!  Besides that, we already installed a snowboarding rack on top.  Ready to ride!!!

Peter also got a taste of what professional gaming is like!  He registered in a local Street Fighter 4 tournament where we met Chun-Li!!!!  Honestly, I think Peter could’ve won.  I actually think he’s really good (even though I hate the game & I hate him playing it), but the second person he played in the match ended up being the tourney champion.  It was a good time regardless.  Mostly because I got to go home with a bunch of Girl Scout Cookies!!!  Sweeeeeet cookies……!!!   MmmmmMmmmm!!!

Most recently!!! Peter & I took some time off of work for our snowboarding trip up to Vail!  We’ve been planning this trip with Ian & Ching for months now!!!  Even though the snow wasn’t the greatest, it was still sooooo much fun!  All weekend, the boys would not stop teasing me about being fragile….calling me Mr. Glass.  Just cause I was boarding on a fractured ankle…they thought I was going to be carried down the mountain on a stretcher…Surprise!  I broke my back instead  =(   I was having too much freakin’ fun & I got carried away on a run.  I already took a few jumps here & there & then I saw what I thought was another small jump.  Took it at full speed…found out it wasn’t a little jump, more like a cliff with moguls on the bottom…All I remember is hitting the mogul & sliding for a long time.  The docs said I have a burst fracture in the T12 of my spine & it will take me ~8 weeks to recover.  In the meantime, I’m sitting in this ridiculous body cast that is supposed to keep my spine aligned &  I’m not supposed to do anything active or lift for 8 weeks…. zzzzzzzzzzomggggggg!!!!!  why do i have to be so stupid?!?!?!?!   *sigh*  Peter has me on lock-down.  He’s been great, but it’s been really hard for me to just sit still…  I really hope I don’t drive Peter crazy.   I’ll try to be better from now on out…

*stupid ann stupid stupid ann…….*

R.I.P. Ford Taurus

Ann recently took a few hours to wash the car, vaccuum the interior, and wipe down the windows/windshield.

A couple days after that, we find out the Taurus has a couple of coolant leaks.  It’s going to cost about 1500 to get them fixed, 1800 if we get something else fixed the mechanic recommended.  So we decided it’s time to get a new car!

We’re looking pretty seriously at getting a 2009 Subaru Impreza Outback Sport.  It’s about time we had a utility car and I think this fits the bill.  We’ll be shopping at the dealerships this weekend.  Hopefully we get a good deal.

Wish us luck!

My Birthday Celebration

There was just too much to go into detail, so I’ll summarize.

Drag queens, Penis slapping my face, Monster trucks, and Rock Band.

So very tired from it all…  Just a warning to all of you, don’t let Ann plan your birthday party.

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