by SupaSlick

(Note: the letter excerpts posted in this article are legitimate and were not altered in ANY way.)

Ok, I’m now in WEEK 4 of no 360 thanks to the freeing experience that is the RRoD. For those of you unlucky folks who still get to be bogged down with a working 360, let me inform you about the incredibly informative, intelligent, and effective staff behind Microsoft’s so called Customer Service.When you register your console (usually while calling about RRoD) it’s supposed to appear on the xbox.com support page, with your current warranty and repair status. Well, in Microsoft’s infinite wisdom, they thought it would be easier to not list me at all, as if I didn’t own a 360. I suppose they felt that forgetting me would be better. That’s probably a stroke of genius on their part. Why should I be able to conveniently check what’s going on with my repair? I should just trust them and have faith that they’re doing everything they can, right?

Well, I still felt the need to do a little checking anyway.

Calling Microsoft’s super-helpful and well trained staff, unfortunately, has been completely ineffective. They seem to think training their people to sound like they’re reading from a manual in broken English is the best way to do business.

They also think that telling you the same thing “Microsoft Max” (their recorded voice) says WORD FOR WORD is even more helpful. I’m sure this is an excellent way to provide customer support, however I’m personally struggling with the concept.

Anyway, I decided to try a different approach: email. For some reason, I thought that if I clearly wrote down my problems and concerns, I might get a clear response. I think what I got in return will speak for itself.

(Note: the letter excerpts you are about to read are legitimate and were not altered in ANY way.)

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Thank you for writing Xbox Customer Support!

I deeply apologize for any inconveniences you might be having. I understand that you were trying to check on the repair status of your console but the console was not listed on the online support web site. If you are having some issues trying to check the repair status of your console online, you need to call phone support. We may require personal information for verification which cannot be divulged over email. Our phone support team are trained and equipped to assist you in this issue. Our phone support team are trained and equipped to assist you and check your console’s repair status.

You may also call Xbox Phone Support at 1-800-4MYXBOX (1-800-469-9269) at your earliest convenience, and we’ll be happy to help you. We are open everyday from 8am to 12mn US Central Time.

NOTE: You may now check warranty and repair status for your XBOX console by going online at http://service.xbox.com/ using your Windows Live ID account.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Sincerely,

Xbox Customer Care
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Now I’m no CSR professional, so I’m sure this is how an accurate and helpful response is supposed to be, however; I still feel this raises the question:

HOW STUPID ARE THESE PEOPLE?!

Are they even reading what they’re writing?! This sounds like it was cut and pasted from a form letter, repeatedly! The best part is the “NOTE.”

That’s it. I don’t think I need to say anything else.

Once again Microsoft, your diligence in excellent Customer Service rings true.

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