Mocrosofts "5 star service" phone number required

lovergoat

I have an XBox 360 that developed a fault with the disc tray after just over 12 months. It is my second 360 and is the one microsoft sent to replace the previous faulty one.

I called customer services today only to be told I would have to pay £60 to have it repaired. This is despite the fact that I have paid over £60 for an xbox live subscription that has not been used and I have been assured by microsofts customer service adviser will not be refunded. He also told me I could not escalate my complaint as nobody is able to offer any refunds or to bend the rule to accommodate a free repair.

I have sent emails and received no reply and am baffled that microsoft do not have a complaints/escalations department for me to speak to.

Is there a number I can call that I may have more success with than the customer service number that has so far proved fruitless?

Thanks

lovergoat

This doesn't seem to be getting a great deal of attention. Is there any chance I put it in the wrong forum?

Rex_Mundi

Hi

I've moved your post over to the techie board. You should get a better response here.




Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email !!!!!!.

howmuchcaniget

Hi,

Try emailing

[EMAIL="billgates@microsoft.com"]billgates@microsoft.com[/EMAIL]

he might be able to help

superscaper

lovergoat wrote: »

This doesn't seem to be getting a great deal of attention. Is there any chance I put it in the wrong forum?

No wonder, you put it in the board that's meant for praising companies. I actually saw your thread but didn't bother reading it because I thought it was merely to say how good MS' customer service was.

Try contacting consumerdirect if they're point blank saying they don't have the capability to refund.

You've got two completely seperate issues. First is that you shouldn't need to pay for the repair for a machine supplied to you only 12 months ago and you probably need to pursue that under the sale of goods act. You'll need to talk to consumer direct as it gets a bit more complex when the machine supplied is from a previous repair through the manufacturer rather than the retailer and I'm not sure if there's now technically a contract similar with the retail contract now between you and MS because they directly supplied the repaired machine.

Second issue is the live service, this may largely depend on the agreement you signed up to and whether you waived any of your consumer rights in terms of cancellation rights etc. Again you'd have to look at the specifics of the agreement and talk to consumer direct, you'd probably pursue the refund based on them not supplying the service (since you couldn't use it).

You could try this number for MS XBox Customer support 0800 587 1102

superscaper

howmuchcaniget wrote: »

Hi,

Try emailing

[EMAIL="billgates@microsoft.com"]billgates@microsoft.com[/EMAIL]

he might be able to help

The most spammed person in the world (literally gets millions of emails daily), good luck waiting for a response.

Aliktren

and he doesnt actually run the company any more

superscaper

Aliktren wrote: »

and he doesnt actually run the company any more

Nope it's this guy:



(yes that actually is Steve Ballmer in his office, I can see him right now reading individual email complaints . You'd think the CEO of MS would get a bigger office, well at least it's a corner one )

lovergoat

Well I just got off the phone with their call center again. Interestingly enough the guy I spoke to before was simply lying about there being no way of elevating a complaint. There are people there with flexibility but for some reason this guy just didn't want to help. This time I spoke to a very helpful girl who put me on hold to go harass her manager and explain my situation, the manager then authorized an in warrantee repair(that's free to us normal folk). I'm more than happy with that result as I know what I requested was marginally outside the normal rules.

Thanks for all the replies, the ones that didn't help made me laugh. Ironically enough, now this probably belongs in the 5 star forum I misposted it in originally.