phoenix_9286
This is what sane looks like.
Posts: 4,794
How many times have you called support?
Me? Over 8 times. I have a defective HD/AV cable, the rubber/plastic shielding around the component cables has come loose, and pretty much just makes the cable look like it's falling apart. I've requested a replacement, and they still haven't delivered. Even after eight calls.
That being said.
They have (according to the ONE American I talked to out of the eight times I called) at least two call centers in India, and one in the US. There are American supervisors in the Indian call centers. Which call center you get is completely random. The reason their support is so nice is because, A. it pretty much is. And, B. the Indian's are all reading a script. I've called 8 times. Seven of them I got an Indian. Each of those calls was nearly identical. I hate Indian call centers now. Why? They read a script, and because they're Indian, they have a very hard time giving you information beyond what's in their script. The one time I got an American I received at least three times more information than in any of the previous seven calls, AND I discovered what the real hold up was.
My problem has been going on for well over a month. Their call center is fine. Their REPAIR center is what's holding everything up. The retards down there apparently keep expecting me to send in the defective cable. This is, as the American told me, NOT THEIR POLICY. Cables and other defective accessories are replaced based upon a no questions asked policy. They don't ask it to be sent back. They don't ask for proof. They just replace it, and you do whatever you want with the defective part. The Repair center knows this, and yet they still, for whatever screwed up reason, expect me to ship it to them. I'm still under warranty. I haven't called back since my chat with the American, but it sounded like if I wanted to ship this to them to try and move things along, that *I'D* be the one shelling out for it. Completely unacceptable.
The only good part in all this? I bought a VGA cable long before the HD/AV cable started breaking. So I have another AV cable. But still... This is stupid.
Now... My friend's 360 RRoDed earlier this month. He just got around to calling support yesterday, and had quite possibly the best experience possible. Not only did he get an American, they're (for anyone who DOESN'T know this by now) shipping out an empty box for him to send his 360 back in. He's got all the perks of the 3 year warranty right now, since he's long passed the one year. And they said he'd probably have it back inside of a week and a half after shipping it to them, and he'd get a renewed one year warranty.
Who knows how much of that is BS, but it's what we both heard. (This guy also said you shouldn't plug your console into a surge protector, but rather directly into the wall. Obviously an idiot, but that doesn't mean the rest isn't true.)
Long story short... yes, their service is alright, and pretty good, but really, I think most of that record is coming from people with simple questions to support, and the people that had to send their consoles back. Not from people like me, who just need a 30 dollar cable replaced, and are too damn cheap to just go buy a new one. Really I shouldn't HAVE to though. Especially if I'm under warranty.
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