XBOX repair advice..anyone else with shoddy refurbished replacements? - HotUKDeals
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XBOX repair advice..anyone else with shoddy refurbished replacements?

cicobuff Avatar
8y, 5m agoPosted 8 years, 5 months ago
I have just submitted this letter to Microsoft, anyone else that have had any success with complaints due to receiving shoddy refurbished replacements?

Microsoft Wireless Wheel Retrofit. Cosmetically inferior replacement received.

A few weeks ago I requested for my Microsoft Wireless Wheel to be retrofitted due to a fault in your original design. The wheel in question had a serial number of xxxxxxxxxx, and was one of the batches of wheels that required this procedure.

After shipping this for retrofitting, I have today received not my original wheel retrofitted, but a replacement wheel with serial number xxxxxxxxxx. This wheel is cosmetically scratched whereas my original wheel wasn't.

I do not expect to purchase a product that has flawed hardware design and questionnable safety standards, to then have to send it off for retrofitting with a component, only to get back in return another refurbished unit of lesser cosmetic quality.

I question the competence of Microsoft both from a consumer hardware perspective (high number of faults with the Xbox 360, safety design flaw with the Microsoft Wireless Steering wheel) as well as a customer service perspective (shoddy replacements, instead of original unit repaired)

I am extremely unhappy with your company's product reliability and have reservations with buying futue Microsoft Xbox hardware. I am specifically unhappy wih the "repair" procedure being given a cosmetically inferior replacement.

I then would like to ask how you intend to resolve the issue? I am unhappy iwh the quality of replacement given to myself, and at the same time do not want to have to go through another few weeks of being without the wheel again by shipping it off to the repair centre in Germany, only to have the "gamble" of receiving another replacement wheel that is cosmetically scratched.

Anyone else have any problems with repair service from Microsoft, I am not being fussy the scratch is a deep gouge in a visible place on the unit. Anyone else complained about receiving a "refurbished" unit and had a new replacement sent out?
cicobuff Avatar
8y, 5m agoPosted 8 years, 5 months ago
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#1
A good freind of mine had his 360 back with someone elses name carved into the top of it. Eventually he rec eived a new replacement after a lot of effort, basically if you can get through to the right person at MS they are very good, but getting to that person is a nightmare.

If anyone has an issue with a 360 your first point of contact should be the store where you purchased it from, where you 'should' get a new replacement on spec (although legally they dont have top do this most shops will) providing it is within 12 months of purchase.

Outside of that 12 months your only real option (unless your retailer is bothered by the SoG act) is MS under the RROD extension or private repair at your own cost.
#2
Ritchie 2
A good freind of mine had his 360 back with someone elses name carved into the top of it. Eventually he rec eived a new replacement after a lot of effort, basically if you can get through to the right person at MS they are very good, but getting to that person is a nightmare.

If anyone has an issue with a 360 your first point of contact should be the store where you purchased it from, where you 'should' get a new replacement on spec (although legally they dont have top do this most shops will) providing it is within 12 months of purchase.

Outside of that 12 months your only real option (unless your retailer is bothered by the SoG act) is MS under the RROD extension or private repair at your own cost.


Yeah, thanks for that, problem is with this instance though is rather than being the 360 its the wheel that had to be retrofitted, and I had bought the wheel from CEX.

Irrespective of that though, for Microsoft to originally sell a unit that has hardware safety flaws and then to give out a replacement instead of repair with a deep bad scratch on it is unacceptable, will have to keep at them until they send out a new replacement.

I have took to emailing rather than phoning, just to get them to send me out a box for shipping off the wheel for retrofitting was bad enough. The people at the indian call centre seem to find it awkward understanding english no matter how slowly you speak and the whole procedure is frustrating enough without confusing them more with this issue!
#3
Microsoft are a joke i am now on to my 5th 360(1 upstairs waiting to be sent back with rrod)and the last 2 times they have said we will you give you a brand new 1.So after waiting 4 weeks still no xbox i decided to phone where i got some little jobsworth saying they would never offer a new xbox only a reconditioned 1 which is in the small print on the warranty.
#4
big willy style
Microsoft are a joke i am now on to my 5th 360(1 upstairs waiting to be sent back with rrod)and the last 2 times they have said we will you give you a brand new 1.So after waiting 4 weeks still no xbox i decided to phone where i got some little jobsworth saying they would never offer a new xbox only a reconditioned 1 which is in the small print on the warranty.



This is one of the reasons why when some cheap Xbox 360 console deals crop up on here once in a while I usually post stating how important it is to choose a good retailer rather than looking at cost alone.

Its one thing having troubles with an Xbox peripheral I would not want to put my actual 360 in their hands, prefer getting a replacement from Gamestation which I have done before now.

I called them last night, had to escalate to the supervisor was on the phone for 45 minutes, and they still have to call me back today, once they have "investigated at the service centre"

I had to argue my point of my letter with them, they wanted me to send it off again, this time to the UK service centre at my expense whereby they promised they would send me a new one. I was arguing that firstly why should i pay postage, and secondly why should I have to go for weeks again without the steering wheel due to their incompetence of safety retrofitting my old one and giving me instead a badly scratched unit, have to pay AND wait! Its not my fault they manufactured and I was sold a safety flawed wheel, and that in return I received a badly scratched on to then have to pay postage!

I told them I wanted a courier drop of the new one and collection of the scratched one, quite a simple request I feel....will see what transpires when the muppets ring.

But yes the customer service is a joke, a company that is worth billions of dollars and they outsource the customer service line to india where its cheaper and frustrating because they have trouble understanding plain english no matter how clearly and slowly you speak.

Clearly also the repair centres are jokes too, palming off customers with shoddy refurbished units.

Shame Sony don't have decent games out yet, thats the only thing stopping me getting one over the 360, unless (highly unlikely) Microsoft improve both their customer service and my faith in their hardware I would think twice before buying any further game consoles/hardware from them.

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