Disrespect of Military Personnel

Posted Wed July 29, 2009 9:54 pm, by Derek F. written to Microsoft Corporation

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First off I have had an xbox console and xbox live for about 4 years now. I have bought 2 original xbox's, a regular xbox 360 and a xbox elite. Lets figure that up with 4 years of xbox live service, recently owning 20 xbox 360 games and all of the numerous accessories that have broke and have since replaced. That comes out to about 3,000 dollars.

Now onto my main concern. I turned on my xbox this morning and i have the Three Red Rings, or more commonly known as "The Red Ring of Death". It is the supposed upgraded Elite version and i have owned it less than a year. I get on the phone with 1-800-4MYXBOX and go through all of the numerous options that are supposed to make customer service more "helpful" which i have not seen. It informs me to access the repair console query online. The only problem with that is if you are Military Personnel stationed in another country Microsoft does not allow you to access any sort of APO address. I decide to call Microsoft a second time to attempt to speak with a Customer Service Rep. After the numerous menus i finally wait for about 15 minutes and am connected to a "Customer Rep". I explain the situation with the APO address. He informs me that they can not deal with APO addresses and that i will have to send the xbox to a stateside address and then have it sent from that location to a repair facility. I explain my concern with the fact that there are thousands of United States Military Personnel stationed around the world and that it is hard to believe they have no way of dealing with us. He puts me on hold for about twenty minutes when he finally comes on and tells me that I will have to send it to a UK repair facility. I express another concern that a UK xbox will not work with American type games and power supplies. I asked to speak with a supervisor and again i am put on hold, this time for about 30 minutes. He comes on the line and proceeds to inform me that they are now able to deal with my APO address but i will have to incur the price of shipping charges. Along with that they do not supply the customer with packaging to send the xbox back in. Also this whole process will take 4-6 weeks. After all is said and done I am given the address that I will personally have to address the box to when Microsoft is supposed to provide a shipping label to the customer. I am given a reference number and pretty much told that any type of damages to the console due to shipping is not Microsoft's concern and the customer will be held liable since it is not their packaging. I am then pretty much told good luck and sent on my way.

I am absolutely appalled that a multi Billion dollar corporation can not and will not provide any type of service to Military personnel or respect in that matter. I am having to pay out of my pocket for shipping and packaging charges when it is the company's own neglect that i am having to deal with this. I demand a refund for these charges that i am having to pay. Also i think it is absurd that it takes 4-6 weeks to resolve this problem and that is not including shipping time. I request that this be resolved in the fastest avenue possible. My prior experiences with this company is the reason i am currently typing this message on a Mac computer. I have received nothing but the best customer service with Apple and i have not once had a problem or complaint.

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APO by PepperElf Posted Thu July 30, 2009 @ 9:59 AM Lack of APO service sucks... I know, I've been there myself. It sounds like they're using Fedex or UPS shipping, which is why they can't ship to FPO APO locations. I doubt you'll get them to include USPS shipping anytime soon though. However, if you don't have any family that can re-ship it to you, I know there are remailer services available. They'll accept the package and re-mail it to you for a fee. (I don't know what the fee is though, cos I usually just had my family reship for me) Good luck. And if that's not an option... maybe there's a tech on base who knows how to fix them? Granted you'll probably void warranty but it might be cheaper. (probably anywhere from 20 or 50 to some beer) Reply On that note... by Just Jeffrey Thu July 30, 2009 @ 10:47 AM