Xbox - Indian call centre

[The Mole]

As many of you may know i have had problem after problem with my Xbox 360s yes plural.

After weeks of crashing mid game i finally got round to ringing them up again after giving up last time, irate at the ?60 i was asked to pay. Again i was put through to India and again was told ?60 as my console was out of warrenty. They would not budge.

However after questioning the charge, i asked to talk to a manager. I was given the usual one will contact you in the next 48 hours, but i said i wanted to talk to one there and then. I was told they were busy, though they could put me through to another call centre though i may have to wait on the line, i said ok. I was expecting to be put through to 24 help who use to deal with Xbox 360, but i was instead put through to the console repair centre in Germany.

This is where things changed.

After a few tries to get the charge waved or reduced in India without joy, within 1 minute of explaining my problem to the nice German chap on the phone, he said he wanted to help. He understood i should not have to pay due to all the issues (5 returns and 2 replacements). He said he would talk to his supervisor and get back to me with a good deal. That is exactly what i got....

The charge was dropped from ?60 to ?14 that would have been good enough for me but he wanted to do more.

He also said the process will be fast tracked, the exchange would be done in a max of 7 days (could have been upto 4 weeks normally). He has also said once they get my Xbox i will have a grade A refub sent out or my console fixed (whichever i choose). I chose the refurb and was told that i would get a new full 12 month warrenty and they would make sure i got a console with the new chipset to hopefully stop any problems from happening.

As you can imagine i was stoked, but not only that they sent out packaging to return my xbox so i did not have to find something to put it in or call a courier to collect it.

I have had problem after problem with the Indian call centre in future im just going to say put me through to Germany please (now i know they can do this). Much better service.

[Skull Commander]

German efficiancy at it's finest.

[ezee ryder]

£60 to £14, you got a better dealings that your current dealings

[Paddy]

Good to hear. I work in a call centre and not everyone responds this way (although I am very by the book. Best to stick with the rules.) Sounds to me like you spoke with someone who didn't look into your history of issues first (I will always do this at work and yet I seem to get criticised for taking too much time with each customer. 'Tis the nature of these modern-day factories! (I mean call centres!))

At least they pay me thank God!

[Gruce]

Anyone have the direct number, I've had numerous problems getting my girlfriends Xbox picked up, I log the collection but they never arrive.

[averybluemonkey]

Does anyone know what that song is that plays while you are on hold? It's been driving me crazy trying to work it out.

[Pavey]

Johnny Cash, Ring Of Fire?

[sailor-fuku]

good job on that... i had a similar experiance last year with my 2nd console, after just refusing to boot up.. gave them a ring and they told me the same - that my warranty had expired, and i had to fork out 65 quid to have it repaired.. Well i agreed and paid up - 2 weeks later a 360 turned up, but refused to play any of my disc based games ( HD arcade stuff worked a treat..).. So rang them back within 24 hours to have them collect it.. With being rather miffed at this and managing to speak to one of the supervisors ( a lovely dutch lady ), who could not have been any nicer... They replaced my 360 with a brand new unit, also for the hassle gave me a copy of gears of war and a wireless headset.. The console turned up 5 days after - the game n headset 2 weeks later.. but the best bit was a check that refunded me the repair costs of 85 quid.. even though i paid 65... Touch wood, havnt had a single problem with the unit since then...

[egparadigm]

Does anyone know what that song is that plays while you are on hold? It's been driving me crazy trying to work it out.

Last time I was on there (last year) it was a song by Zero 7. The one they used for Shipwrecked back in the day.

[Shinebi]

Verdammt ja!
Deutschen grundlichkeit...

When I used to call the Xbox Service a couple of times over here, we always used to get a Swiss guy on the line (well, I think so: he had some accent mixture of German, French and English, and then he was trying to speak Dutch...) Good going, Microsoft... Problem was a DVD Dongle which stated to have the wrong disc region inserted (was PAL 2, so it should have worked), idiot told us we probably got a wrong region Dongle...

Anyway, I must say, the same day UPS stood at our doorstep, 3 days later we had it back.

Excellent service.

[Brad]

How can you get a grade A refurb, with a new chipset in that shouldn't go wrong?

If it's a refurb then that means it's previously broken. So wither it's won't have the new chipset in, or if it does then the new chipset cans till go wrong!</pedantic>

Anyway, glad you've got an outcome to your satisfaction. I always buy consoles from high street shops. If they break then they get taken back and I keep talking to someone higher and higher up the chain of command until I get a brand new replacement. I made an exception for my PS3 because there were no 60gigs left in circulation and Sony sent me an as new replacement in < 2 days.