Like many others, I have a broken xbox 360... again. This is the second time I've experienced the flashing red lights of death since purchasing the console in the late summer of 2006. The console was replaced by Microsoft upon first failure under the original 90 day product warranty. Fast forward to present day, same failure... different story.
The problem isn't the console, it's the service. This time they left the door cracked just enough for me to barge in... big box in hand.
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So here is how it went after the standard banter back and forth with the tier 1 Phone Agent.
ME: I'd like to speak with your manager
PA: Ok sir I have to put you on hold so I can get the manager.
25 min later (literally).
PA: Sir are you still there?
ME: Yes.
PA: I have the manager on the line now.
T2: Hi sir, I understand you are requesting that a box be sent out to you.
ME: Yes, that's correct.
T2: I'm sorry sir, we no longer offer that.
ME: I don't understand, I had the unit replaced before and you sent me a box that time, why can't you send me one now?
T2: We changed the policy on December 7th, we are no longer offering boxes. You will have to pay for the shipping here and we will pay for the shipping back as well as the repair.
ME: I understand that, I'm just wondering why I had received a level of service before for this identical issue and now I'm receiving a lower level of service while I'm still under the same warranty.
T2: We no longer supply boxes for repairs sir, you do have a warranty but you do not have a service agreement.
ME: Why then did I receive a box last time if I only had a warranty and not a service agreement?
T2: We extended that service to you as a courtesy, we did not have to do that.
ME: So you're saying that you guys have consciously decided to no longer be courteous?
T2: We changed our policy on December 7th regarding the shipping of boxes to customers for service, sir. It does not mean we are not being courteous.
ME: I just don't understand how you can service a broken warranty product at one level and then a few months down the road, while under that same warranty, offer a lower level of service.
T2: Sir there is a clause in the warranty that came with your console stating that we have the right to change the terms of agreement at any time.
ME: I understand that, but you can't honestly tell me that you think that is fair to a customer - To receive a level of customer service at one point and a lower level at another just because there is a clause in the warranty. Do you think that is fair?
T2: Sir it is policy, I don't have to justify whether or not it's fair.
ME: Ok, I'll pay for the shipping but I want some kind of compensation. I want a game.
T2: I cannot give you a game, sir.
ME: I want a controller
T2: I have no way of giving you a controller.
ME: How about some xbox Live points?
T2: Sir there is no reason for me to give you compensation, this is policy.
ME: I understand that this is NOW your policy. I work in a job that is eerily similar to yours. I KNOW there is something you can do for me, I know that you have access to some account or some form of compensation to better the experience of the customer... you know, for certain situation where a customer feels short changed.
T2: I have nothing of that sort sir, there is nothing I can do for you.
ME: Ok if you can't do anything for me than I'd like to talk to the person above you.
T2: The only person above me is my HR manager and she will not be able to help the situation.
ME: Ok so what you're telling me that as long as I pay for the shipping you will ship it back to me for free?
T2: That is correct sir.
ME: So if you can ship it back to me, why can't you ship me a box to begin with.
T2: We do not offer that service anymore sir.
ME: You cant make an exception and ship me a box?
T2: No we have no boxes to send to you.
ME: You have no boxes to send me? What happened to all the boxes you used to send, you don't have them anymore?
T2: No, sir.
ME: Do you have any access to any cardboard? Could you make me a box and send that to me?
T2: No sir, I cannot.
ME: Are you saying that you have no cardboard in which you can send me.
T2: No sir.
ME: So what you are telling me is that Microsoft owns zero cardboard.
T2: I said we have no cardboard to ship to you.
ME: Well what cardboard are you going to send it back to me in?
T2: We will ship back your unit in the same box that you ship it to us in.
ME: Really. So no matter what box I send to you, you will return it to me in that very box.. because from what you just told me you have ZERO cardboard in which you could send it back to me in other than my box?
T2: Policy states that we ship it back to you in the box you send to us.
ME: So no matter what, whatever box I send I get back because I'm paying for that box so I must own it, right?
T2: That is correct sir.
ME: 100% you will send me my box and no other?
T2: Yes.
ME: Ok.
ME: How big is your repair center?
T2: Excuse me?
ME: How big is your repair center?
T2: I don't see how that pertains to the situation sir.
ME: Because I am going to send you my broken xbox in the biggest damn box you have ever seen.
T2: Ummm... ok.
ME: I'm talking huge, like Mac Truck huge.
T2: Ummm... ok.
ME: And you'll have to send that back right? because there is absolutely no other available cardboard for you to send it in... that's what you said right?
T2: Ummm, policy would state that we have to return your box to you.
ME: Great, let's set up the repair. You're getting a HUGE box.