Microsoft returns my repaired 360 to me, but there's a catch...

[Oobgarm]

They broke the casing where the hard drive attaches, making it an extremely difficult task to attach/detach the HDD. Plus, it looks bad:

http://photos-b.ak.fbcdn.net/hphotos-ak-snc3/hs200.snc3/20741_1348832927925_1444399260_985124_477017_n.jpg

The box I shipped it in had tons of packing peanuts and other soft material in it, and their return box was perfect. That would only mean it was damaged at their facility. There's simply no way it could have been damaged while I had it, as having the HDD attached would make that type of damage impossible.

So they did an "internal investigation" and now require me to send my console back to them (again) so they can investigate further. No telling how long it'll take them.

:angry::angry::angry:

[otoko]

I feel for you, I've had something similar happen to me.. but it was with HP mind ya. I absolutely hate sending my stuff in for warranty because I never know if it will return in the same condition. It just irks me.

[Frankie_Says_Relax]

If they didn't smash the grill and drive port, and you have the extra cash you could just get a replacement red (or different color) casing and drive tray cover.

Probably around $30-$40.

If MS isn't picking up return shipping costs, that might be a more affordable option.

[otoko]

If they didn't smash the grill and drive port, and you have the extra cash you could just get a replacement red (or different color) casing and drive tray cover.

Probably around $30-$40.

If MS isn't picking up return shipping costs, that might be a more affordable option.

I wouldn't do that, specially since I believe it's still under warranty. They should pick up the bill. The thing that the more I think about it the more it gets me is how did it happen? Do you think it was dropped on the edge of a work table and nobody said anything? It looks like an odd placed break to me.

[stonecutter]

Here is my beef, and how I dealt with it. I don't fill out the online form for RROD, though its a hassle I go through the phone system to get the first person I can. I know from experience that MS use to send the box and packaging, the customer was never responsible to provide packaging initially. So I tell them this, and demand they send a prepaid box and packaging to me, and as acustomer with multiple returns, if you are demanding, they will send you the box. Its just another way for them to cheap out on customers. Not sure if you still have it, but look at the survey sent back with it, last one I got had a glaring spelling mistake, what a joke.

I don't bring this beef up to say I think its your packaging, because I don't. I know you wouldn't package it poorly when it was a system you wanted back, if I recall correctly its a limited edition console. I just think we as customers should not let them put an extra cost and responsibility on us for boxes and packing material.

[Oobgarm]

I was gonna have them send a box but it was lost in transit somehow, and the fellow I talked to mentioned that I could use my own box and send it instead of waiting. I was lucky to have a box that I could use, and filled it with as much packing material as I could. You're right, it's an LE console and I wanted to make sure it was protected very well.

I think that their "passing on" of the cost to the consumer is simply a choice...if the customer wants to send it off quickly without waiting, then they have the option of bearing the cost of packaging materials. Otherwise, wait for MS to send their stuff. Pay for convenience, I think.

[stonecutter]

You have had a real problem here, as you have, call them as an upset customer and really push for answers. You can get some free accessory or game out of this as well as an apology. Mind you its not a huge selection of games, or a great selection, or you can get a new wireless controller etc. I think you deserve it.

[chandler_455]

thats rediculous

Thats why i have been done and will never go back to xbox

I bought two and they both ringed in a month or less

and I got two for free one now has the disc open problem and the other one

has the E74

your console breakage probably has something to do with how complex they are to open someone probably pried on it or something and dropped it

[Shadow Kisuragi]

I complained and they offered to send me a free Microsoft Game Studios game. I told them to shove it and send me a new Elite console.

...they sent me back a refurbished Pro that redringed 5 days later. Mind you, I know how to fix it, so it wasn't an issue, but they know next time that I'm getting a new console or I'm pushing some media contacts towards them.

[Nightram]

This whole 360 thing just baffles me, and now they say they aren't developing a new console and trying to extend the life of this horrible console. I worry a little every time I turn it on because it's out of warranty, so I haven't turned it on in nearly 6 months. There's way more I want to play on other consoles anyway.
Now we're not only getting them back late and barely fixed, but with damage to the shells?
I still don't think that Microsoft deserves to be in the game indusrty.

[SegaAges]

Nightram: if it is out of warranty, it can still be fixed. Somebody in this thread alone said that they can fix issues.

For the OP: This is coming from somebody who deals with the ins and outs od call centers almost daily: request a manager. It sounds lame and normal, but many times manager calls are not actually manager calls, but are escalated calls.

If the person you are talking with says they are a manager right when you pick it up, they are more than likely saying that because of a huge influx of manager requests and not enough people walking around the call center to take manager calls.

Some places require a manager to take the call, other times it can be a person walking around the call center like I stated, it all depends on the people you are talking to. Either way, the moment you hear a voice, just simply say, "I need to talk to a manager". Normally the call center rep will try to see if they can help you before hand and make it seem as though there is no such thing as a manager, but there is one there. Just keep pushing for a manager.

Once they put you on hold, or get another person on as a manager, whether their job title says it or not, you will get mroe accomplished. Out of experience, managers and people taking manager calls really do not want to do it. They have better things to do. When you talk to one, they will just start doing nice stuff to calm you down or get the situation taken care of as fast as possible.

Trust me, my job deals with call centers and I deal with the ins and outs of them daily. With an issue like this, call, get a rep, immediately ask to speak to a manager. No matter what the rep tries to help you with, keep requesting a manager.

[Oobgarm]

I got an escalated call the first time I talked to them about it. The whole "send it back so we can investigate" was a result of that call.

[Graham Mitchell]

This blows. I feel your pain as well. I just sent mine in because the disc tray keeps popping open for no reason during gameplay. You can't even play the fucking game because it just goes back to the dashboard when that happens. I got it back about 2 weeks ago and it's still doing it. I don't think they did anything at all to fix it. They probably turned it on, realized that THEY didn't have the problem when they were testing it, reset the system so that none of the disc games I installed on there work anymore, and send it back to me. I have to send it back AGAIN. But, like some people above have mentioned, I called them this time. I wasn't rude or particulalry demanding, but they immediately offered to send me a coffin via overnight delivery.

The thing that bugs me is that they don't provide you with any documentation of what they actually did when you sent it in. It's tough to tell if they sent me a refurbed machine or the same one I sent them.

This really sucks because, regardless of this issue, I actually prefer playing games on the 360 over the PS3, and more of my friends have a 360. As such, when we want to play a multiplatform game online together, I basically have to buy the 360 version. I'm gonna start buying more PS3 games from this point on, though, because I'm getting sick of this.

[PapaStu]

This blows. I feel your pain as well. I just sent mine in because the disc tray keeps popping open for no reason during gameplay. You can't even play the fucking game because it just goes back to the dashboard when that happens. I got it back about 2 weeks ago and it's still doing it. I don't think they did anything at all to fix it. They probably turned it on, realized that THEY didn't have the problem when they were testing it, reset the system so that none of the disc games I installed on there work anymore, and send it back to me. I have to send it back AGAIN. But, like some people above have mentioned, I called them this time. I wasn't rude or particulalry demanding, but they immediately offered to send me a coffin via overnight delivery.

The thing that bugs me is that they don't provide you with any documentation of what they actually did when you sent it in. It's tough to tell if they sent me a refurbed machine or the same one I sent them.

This really sucks because, regardless of this issue, I actually prefer playing games on the 360 over the PS3, and more of my friends have a 360. As such, when we want to play a multiplatform game online together, I basically have to buy the 360 version. I'm gonna start buying more PS3 games from this point on, though, because I'm getting sick of this.

Not tough at all. Look at your system, are there stickers on the tray or anywhere else on the system (the first time use/protect the chrome etc ones?). If you see any stickers then its a *new* refurb. Also, if there is a sheet in with the system telling you how to transfer your licenses over for your XBLA games by redownloading since they've moved the 'license' over to that new SN# then thats another obvious sign.

As I said in another thread just down the page from this one, unless you've got an LE or a crazy issue with your 360, they are just going to send you a new refurb unit back. It's just easier for them.

When system #2 died on me, they would not provide me a box when I did the report over the phone. I also demanded a new unit due to the issues of the refurb and I could not get a *new* new unit. I could only either get mine repaired or a replacement refurb unit. I couldn't even get one with HDMI, not that it mattered they sent me back a Xenon chip'd refurb (talk about bad bad chipset). I also had to take mine into UPS and ship it out. I found out later that if I did the report online, i'd have had a coffin sent to me free, no problem.

[Blur2040]

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[Oobgarm]

Best part is when you get to speak an American. They enjoy subtle sarcasm which just makes foreigners nervous/confused.

I agree with this completely. The last lady I talked to kept saying "how do you say" when she was confused about what word to use. She kept telling me "You need us to send back the console right away for investigating."

[s1lence]

Bummer, I have never seen a case cracked like that. Hopefully they make it right for you.

[ScourDX]

My friend had the same issue. He send his 360 back three times. Three times the console failed on him. Finally decided to go to retailer store where he purchased his original console and ask for an exchange. Now it works perfectly. I don't get why Microsoft will not exchange broken console for new instead giving user a furbished console. It is wasting them and user more time and resources trying to resolved this.

[hbkprm]

never happened to me

[Sothy]

I may have misread but sounds like you sent it in with a hdd attached. Dicey deal even getting yours back. Last time I got a repair a replacement came back with some poor a holes hdd. Crap 20 gig though..

[Oobgarm]

I may have misread but sounds like you sent it in with a hdd attached. Dicey deal even getting yours back. Last time I got a repair a replacement came back with some poor a holes hdd. Crap 20 gig though..

Nope. No way in hell am I sending my HDD/accessories to them since I know I'd basically have no chance at getting anything back. The box and packing materials they use now will fit a clean system (no HDD or wireless adapter) only-I tried putting mine in the box with everything on it and it won't fit.

[Namnuta]

It will be solved, hopefully soon. It seems like this is the trend with all electronics manufacturers these days. I actually surprised more of these post don't happen. The people that work in return departments/Repair dept of any electronics manufacturer don't care about how well they handle your device. Its an assembly line, with assembly line wages.