Finally the whole Xbox (RRoD) Experience is over! What a ride it has been. This is a warning to every1 out ther who has a 360 and is likely to be using the Microsoft Repair Center in the UK anytime soon.
Which lets be honest....is about 85% of the Xbox360 owners in the UK.
OK, here goes.....Deep Breath.
So my console broke on Tuesday September 4th 2007. Cause of Death - 3 Red Lights.
[First Unsuccessful Call]
The following day I call the Microsoft Repair Center to arrange the repair of my console as its still in warranty. Unfortunately their systems were down and I was informed I would have to call back after 2pm in the afternoon.
So I thort "Ok", systems have problems, its likely not their fault. So I waited until after 2pm and then called them for the 2nd time.
[Second Unsuccessful Call]
I was told at the end of this conversation that I would be e-mailed a UPS receipt so that I could arrange the collection of my console. However, when the e-mail was received a few hours later, the UPS receipt was broken.
So I called them back the next day to report the problem.
[Third Unsuccessful Call]
I was told the original repair order was now cancelled and a new repair order had been created. I should receive a new e-mail soon and I could continue as planned from there. However, 24 hours later and I'm still waiting for this e-mail.
So I called them again.
[Fourth Unsuccessful Call]
I was informed that actually the e-mails can take upto 72 hours to arrive.
So I thort "Ok", i'll wait it out. However, more fool me, coz afta 72 hours had passed, ther was no new UPS receipt to be found. So I call them back again.
[Fifth Unsuccessful Call]
I was told that actually no new repair order had ever been created and the original order was still active. I was told a Supervisor would call me back within a MAXIMUM of 48 hours to sort out this mess.
After 24 hours had passed without receiving this call, I was a little pessimistic about my chances of ever hearing from this "Supervisor", I mean Come On, you've been reading this....who wouldn't be?
[Sixth Unsuccessful Call]
Anyhow, I was told that he would definately be calling me back within the next 24 hours GURANTEED!!!
The 24 hours passed.....and....THAT'S RIGHT! YOU GUESSED IT! NO CALL RECEIVED.
I call them back again.
[Seventh Unsuccessful Call]
They apologise for not getting back to me and say that they will send the UPS receipt to me by POST, so that there can't be any more "broken" receipts.
I left it week to give them chance to arrive (the post is pretty unreliable sometimes here in the UK).
So I call them back again.
[Eight Unsuccessful Call]
They apologise again, but the POSTAL order was never created. They say that I don't need a UPS receipt anymore, coz they are going to arrange everything for me with UPS and that all I would have to do is wait for there arrival within the next 14 days.
UPS never arrived. :(
So I called them back again.
[Ninth Unsuccessful Call]
They apologise again for some kind of mixup at their end. They say that I am special priority and that they will send UPS specially for my console. This will happen within the next 3-5 working days. Also they will fast track my repair, so that I can have my console back in my possession within 10-15 working days.
Again UPS never arrived. :(
[Tenth Unsuccessful Call]
They apologise again. The guy on the other end of the line is very helpful and promises that he will sort this whole mess out for me and that I would need to do no more. He detailed everything which was to happen and then politely put me on hold in order to provide me with a reference number. Suddenly the phone is cut off - THEY HUNG UP ON ME!!
I call the straight back.
[First Successful Call]
I explain everything that has just happened and what I was promised. The polite lady explains that she can find no record of this on her system (well of course not, the guy had no intentions of ever helping me). She says that all she can do is e-mail a new UPS receipt.
Saddened and disheartened by all this....I reluctantly accept this offer.
Low and behold the UPS receipt arrives some 6 hours later. But more importantly - IT WORKS!!
I print off the receipt and call UPS, they inform me they can be there within the next 2 hours. :)
I box up my console, they come and collect it on time and away it goes for repair. Some 1 month and 29 days after it first broke down.
My final thoughts on this now that my console has now been returned to me from Microsoft (I say "My Console" but what I really mean is "A Console" as it isn't the original unit that I sent to them).
The entire process has taken just shy of 3 months. It took 10 calls too many to arrange. The Customer Service was shockingly bad. I have no beef with UPS who I have to say were excellent. To keep this post shorter (yes, shorter) I haven't detailed the content of all calls. Each call can take up2 15-25mins 2 complete and you frustratingljump thru the same hoops over and over agen everytime you call. :(
Coincidentally if anyone from Microsoft is by any chance reading this - I have all the call reference numbers (apart from the guy who hung up on me) to prove my version of events.
To anyone left still reading this - Thanks for sticking with this incredibly long and detailed post. I hope you found it enlightening!!
Good Luck All 360 Owners!! :D