I've just spent 45 minutes on the phone to MS customer service arguing with one of their customer service reps. I sent my 360 off for repair on the 21st June and was informed it would be returned within 15 working days. I phoned this evening just to check on the status of the repairs, only to be greeted by an automated response saying that repair times have now increased to 25 working days (5 weeks)!! Absolutely unbelievable - why the hell did I pay the extra £60 to extend my warranty for 2 more years? Yes they'll repair it, but they're obviously not too concerned about how long it'll take once they've got your money.
What got me even more annoyed was that the customer service rep did nothing but quote the script she was given - there was no concern about my complaint. No offer to ensure somebody would ring me back to discuss it further - even when I insisted she email her supervisor to contact me, she said she couldn't promise that anyone would get back to me. She wouldn't give me any contact details to complain to, except the xbox.com website. I asked her to memo my account - which she has supposedly done - and log a complaint for me, but I'll be suprised if I hear anything back.
I was always a little dubious about MS customer services, but have had no reason to complain up to this point - however, her complete lack of concern and willingness to escalate the matter to her supervisors at my request just left me feeling like I had been completely fleeced by MS - or otherwise put, shafted and ignored.
I appreciate that I'm just one voice of many thousands who have and are suffering the same issue and treatment by MS (and I'm sure there'll be plenty of you who'll tell me to shut up because the stories getting old now), but I feel so incencesed by the whole situation, I felt I needed to vent my frustration and share my lament.
Does anyone know of any organised sites or petitions trying to get MS to acknowledge these issues? Or any sites that offer advice on how to progress with matters like this to reach an acceptable resolution? What about Trading Standards? Failing that, is Watchdog still collating information? Surely someone is trying to address these problems with MS?