06 May 2010
I recently read comments elsewhere on this site about Cable versus Satellite and member's respective customer service experiences and felt compelled to share my recent experience with Microsoft's XBOX 360 Service program.
Like many parents who bought an XBOX 360 SYSTEM for the kids, the purchase was made about two and a half years ago and the receipt was long lost. On Sunday in the middle of a game, the system shut down and displayed an error code "E74". Now apparently this is a fairly common occurence although it is a first for us. Microsoft has acknowledged that:"a very small percentage of our customers have reported receiving an error that displays “E74”.
They have accordingly extended their warranty when dealing with this issue and established a process to facilitate repair and maintain customer satisfaction.
Now I've never been a fan of big companies because I've never really felt that the big banks, car companies and others really cared about the little guy but I have to say that this week's experience with MICROSOFT has been by far the best ever. I would even rate it as exceptional. So when the system went down on Sunday I did an online search for XBOX ERROR CODE E74 and was quickly directed to http://www.xbox.com/support where, by following simple directions, I was issued a free UPS shipping label that was sent to my e-mail account.
I printed the label, packaged the XBOX console as per the instructions and it was picked up by the courier on Monday at 2:00 PM. I received a first email from the service center on Tuesday saying that they had received my shipment and a second email from them on Wednesday saying that they had exchanged the console for a new one and that it was on it's way. I received it today, Thursday at 2:00 PM. Total down time: 4 days. Turn around time: 3 days Cost to me: $0.
Now I understand that I have paid for this service in the initial cost of the system, games purchased and XBOX LIVE fees over the years but the customer satisfaction factor on this issue is simply unheard of. I can only hope that other companies would model their customer satisfaction programs on a process like this one. So there you have it folks! Kudos and two thumbs up to Microsoft's XBOX 360 Customer support program for a job well done. And as you can guess, with a name like Jerk, I'm not easily satisfied.
By the way they also included a voucher for a free month of XBOX LIVE for the inconvenience. Let's hear about your Customer satisfaction experiences, be they with the big or little guys.
This article brough to you by Jerk - www.dodisdodat.com
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