On sunday, I filed a BBB complaint about my xbox. Although, I realize this likely wasn’t going to make any difference, I wanted to go through the formality anyway.

Early this evening, before I left work I got a surprising phone call from Microsoft support. She informed me she was calling about the BBB complaint. One of the first things she talked about was what I had listed as wanting as a resolution. I had written that I either; wanted my money back, or wanted my defective unit replaced. I knew that I’d never get a refund and she of course quickly pointed that out. Then she told me that she could of course replace my defective unit…. but since I didn’t have the extended warranty she would have to charge me the fee.

I explained once again, that in January, I had call and purchased the service contract. She then went back through my logs and said while yes, I had called to purchase the service contract at the end of the call the status was set to…. Created Service Contract. She actually sounded surprised when she said it. I was pretty certain from the sound of her voice that she expected the call to have ended with the customer would call back later.. or the customer was just inquring about the extended warranty.

She then added that she did find that quite unusual. She was going to escalate my call and that it would be out of her hands. I should expect a call back in the next few days. She then added that I should try looking for a proof of payment a little more, but even without that, she felt the closing comments on on the ticket to be very odd. I mentioned my wife does the books and that I’d try to get her to look for it again. I don’t know if we’ll find it or if we were ever charged for it. Even then, I still feel that I got off the phone with a purchased warranty. If there was a problem after that, it should have been their responsiblity to complete it. I guess we’ll see in the next few days.

As I mentioned before, my boss had purchased a warranty from Microsoft for his home 360 system. He also hasn’t received any service contract that he knows of. While playing Fight Night on the xbox at work, he assured me he’d call and check to see if he actually got it or not. ( On a side note, we’ve also had to send in the 360 at work to be repaired. so out of the xboxes that I know of.. 2 of 5 have broken.. while this is not a good statistical sample.. it doesn’t exactly fill me with hope ).