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Raymond's Red-Ring Adventures Round 2: Contacting CSR And Getting A Coffin

r_pad
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Posted January 21, 2009 - By r_pad

Raymond Padilla RROD - Additional Comments »


 

Armed with your excellent comments from the first part of this adventure, I was a bit torn on whether I should call Microsoft's support lines or use the support web site. Some of you were able to snag a few months of Xbox Live via phone, but the web site seemed like a quick and easy solution. I opted for the latter, since (in general) I loathe talking to CSRs (customer service representatives). I'm totally glad I did, because it was truly one of the most painless customer support experiences I've ever had in my life!

Since I registered my Xbox 360 Elite on Xbox.com, the console was linked to my account. It was easy to locate my system and request a repair. I simply clicked on a button, filled in a few fields, and my request was sent. About 30 minutes later, I received a confirmation email. I thought it was pretty cool that Microsoft provided a few options on how I wanted to send in my Xbox. The quickest option was to use my own box and print out a shipping label on my printer. Not only is this super fast, it's also environmentally friendly (Gcycle!). However, I'm moving soon and the extra box will come in handy, so I chose to have a box and shipping label sent to me (and yes, I'll recycle the box when I'm finished with it).

When I woke up Saturday morning, the UPS confirmation email was already in my inbox! It was sent at 9:33PM on Friday night while I was at the Street Fighter Club event. Even though it sucks that my Elite broke down after less than four months of use, I was impressed with how smoothly the repair process was going. In less than 24 hours, I received confirmation from Microsoft and a tracking number from UPS. Contrast that to my recent order from American Apparel, which took three days from the initial order to shipping.

Tuesday evening, my box and label arrived from Microsoft. The instructions were easy enough for an eight-year old to follow. Just in case, this illustrated instruction form was included.

Now it was time to follow the instructions and pack up my Elite.

Raymond Padilla RROD - Cardboard Coffin »


Being immature, I felt compelled to leave Microsoft a little message, as seen in the video at the top of this page.

And with that, my Elite was ready for repair! Next step, lugging it to an authorized UPS drop-off location...but that's another story.

For those of you that went through this ordeal, how long did it take for Microsoft to send you a shipping box? Was my turnaround time normal? It seemed crazy-fast to me. If I send out my Xbox tomorrow, how long do you think it will take to get it back? Should we place bets on this? What should the over/under be?

Raymond's Red-Ring Adventures Round 2: Contacting CSR And Getting A Coffin
http://www.g4tv.com/thefeed/blog/post/692587/raymonds-red-ring-adventures-round-2-contacting-csr-and-getting-a-coffin/
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