We had our XBox 360 fail in December 2008. We were told by XBox support to send in a AV cable because they believed it was defective. I sent in the cable and a few weeks later received another one. The "new" cable did not fix the issue and we were told to send in the console this time to have it fixed. When the XBox console showed up, the cable that was sent to us in December did not work on the HDTV settings. Once again, I called XBox support and was told that they would be replacing the cable (since the good one I originally sent them was replaced by a broken one) at no charge to me, nor would I have to pay to send in their broken replacement.
Three weeks went by and nothing showed up. I called XBox support again (and again waiting on hold for almost an hour - a common thing to happen when you contact them) and was assured that I would be receiving the cable any day. Again, weeks passed and no cable. I called again yesterday (3/26/2009), but this time after initially being promised that the cable would be sent out and that I would have to wait another 8-12 business days, I spoke to a supervisor and he demanded that I send in the broken cable (basically making it so that we couldn't use the XBox until the next cable showed up).
I asked the supervisor to look at the ticket that I had originally filed so that he would see the notes from the other supervisors who had promised me that the cable would show up. Apparently, there were no more records from the other supervisors saying that they would ship out the cable. So basically what they have done is to send me a broken accessory and are refusing to take responsibility for it, and making me pay to ship their broken cable back to them.
Microsoft must know that this is happening; there are way too many complaints about their support for them not to. And since they do know, they are complicit in the fraud that is going on here. They have no intention of fixing their products and they deliberately offshore their "Customer Service" center and staff them with people who barely know how to speak English, much less understand it.
Microsoft should be held accountable for their actions. They need to take charge of their call centers and maybe listen to some of their "recorded" conversations (quotes because I doubt they record the conversation and if they did, I know they don't listen to them). If any lawyer would like to help a class action lawsuit, they would be helping a lot of consumers who are getting ripped off by Microsoft.
Black Hawk, Colorado