Slashdot Mirror
XBox Defects Draw Ire
jeffy124 writes: "An article at CNN indicates that the XBox is having problems with defects. But the defects aren't the problem, the issue is lousy customer support from Microsoft's repair contractors, which is really what's more annoying to those who got defective units. Customer support has been giving out conflicting advice and some customers are having their support records lost."
I can't possibly understand why they would go through the trouble of calling customer support when they could go back to the store and get an exchange. Even software (which is notorious of being a 'No Refunds' purchase) can be exchanged for the same title if defective.
Even if I purchased online I'd call the people I bought it from; not MS customer support. Ugh, some people...
Linux: Because a PC is a terrible thing to waste.
James Brents
"SEATTLE, Washington (AP) -- Hundreds of people who bought Microsoft's hot new Xbox game console over the holidays received defective systems, and some say they waited for weeks before the devices were fixed. "
I didn't get past that paragraph before I had to stop reading and go "what?" I think there is just a little melodrama here. At least on my Calendar the date is only January 5th. Which puts us almost at a mere two weeks after Christmas. Not even quite yet.
I know everyone is in a rush to get the holidays in and over, but I think this is seriously starting to stretch it. Pretty soon when there is an article double posted on slashdot, people will be saying "oh come on, I just read that story 10-15 days ago! Right after my cup of coffee!"
When my original NES died after only 2 days of play it took 2 months to get a replacement from Nintendo. The store wouldn't take it back, they said I had to deal with Nintendo directly.
When my Princeton Graphics monitor died I went through three remanufactured replacements before I got one that worked. Well worked well enough that I didn't feel the need to deal with those people any more.
It seems today bad customer service is the norm. I'm not sure why, but it might have something to do with the fact that I never formaly complained to Nintendo or Princeton Graphics. I mean when was the last time you did anything but yell at the poor sap making $7/hour answering the phone. Do you think he reported your frustration up the managment chain? He sure as hell did not. He just noted your trouble ticket as completed in the computer and move on.
If anyone is to blame it is the consumers for puting up with this and continuing to purchase goods from these people. I know I'll never buy a Princeton Graphics monitor again, but I did by a Super Nintendo and a N64.
"Failure is not an option, it's part of the standard package"
For 10 dollars more than the price of project gotham alone you could pick up a Dreamcast and Metropolis Street Racing (same racing system as Gotham).
> Is there really anyplace the provides good customer service anymore?
If you're rich, yes.
There's nothing especially cold-hearted about the practice. Manufacturers are giving the consumer exactly what they demand - the lowest possible price. Handling and refurbishing a product, in many cases, costs more that the wholesale price of the product itself, so you can bet it's in the best interests of the manufacturer to make the highest quality product they can, in spite of the cost constraints. Software is an exception - most consumers have incredibly low standards for even the most expensive software. For those of us who demand quality software, the stringent return policies give us no choice but to try a pirated copy before we buy, or switch to OSS.
So people usually don't get pissed off when they have to return something, if they can do so without too much hassle. However, selling a product that has been previously returned and not properly refurbished (Fry's) is deplorable.
I put it very simply to the sales weasel. It went something like, "I, your customer, spent over $500 of my hard-earned cash this morning in this very store. The product you sold me is defective. Are you refusing to exchange it for a replacement product, which presumably will work? Oh, you are? Get the store manager here, now."
I explained the situation to the store manager, and outlined what I felt were acceptable options at that point... 1. Exchange the console and make me happy, or 2. Take back the whole lot, games and all, and give me my $500 and change back.
Funny thing? 5 minutes later, I was walking out of the sture with one of the 3 xboxes that were left. Went home, hooked it up, and the DD5.1 worked great. Bottom line? Stand up for your rights as a customer.
The unsig!