This is the End
Follow up to Xbox saga and dealing with Microsoft Store.
This is a follow up to my post, “Good Service, Bad Service, Good Service.” If you haven’t already read the previous post here is an ultra brief recap:
Had an issue with my Xbox, and brought it to a Microsoft Store where the saga began.
Yesterday when I left my new Xbox with Nick at 10:30 AM EST he said that he would give me a call later on to tell me what is going on and if I would be able to pick it up that evening or it might be Friday. After not hearing from him all day I decided to call the store at 5:18 PM EST
Me: “Hi, this is Andrew B. I am trying to find out the status of my Xbox”
MS Associate: “Sure, what’s your name?”
Me: “Andrew B.”
MS Associate: “Your Xbox was broken so we are giving you a new Xbox you can come in any time and pick it up.”
Me: “Right we already did that. My Xbox was in today so that the content could be transferred from the old Xbox to the replacement Xbox.”
MS Associate: “Oh let me check on that.”
A minute or so pass and the associate returns.
MS Associate: “Nick has left for the day. I will have to have some one call you back.”
That call never came. I decided to call again this morning to check. Surely they would have an answer for me today at 10:27 AM EST.
Me: “Hi, this is Andrew B... I am trying to find out the status of my Xbox”
MS Associate: “Sure, what’s your name?”
Me: “Andrew B…”
MS Associate: “Hold on please while I check on that for you.”
A minute goes by and the associate returns.
MS Associate: “Nick is working on something right now, but he will give you a call shortly.”
1:30 PM EST: No call, three hours since I called
3:30 PM EST: No call, five house since I first called
3:45 PM EST: Since I have yet to hear back I decide I should call them back before I head over to see if I can pick it up for the weekend.
Me: “Hi Sonia, this is Andrew B. I am waiting for Nick to call me to find out the status of my Xbox”
MS Associate: “Yes, what is your last name?
Me: “B……”
Nick: “Things have been really crazy here today, but I was able to find the profiles and should have everything completed soon. We’ll just need you to sign in to finish it all up.”
Me: “I’ll be over very soon so I can sign in and complete all the transfer.”
Nick: “Ok. I won’t be here when you get here, but I’ll make sure they know what to do.”
Great, everything is all done and I can finally pick it up. After an hour more at the store with my “favorite associate Taki” I left with a working Xbox and everything back the way it should be.
Lessons Learned for Microsoft
- Hire people for customer facing jobs that can engage the customer and at least appear to be enthusiastic.
- Make sure that everyone is well trained. This includes products, policy, and customer service.
- If there is any doubt in the associates mind ask a supervisor.
- If you say you are going to follow up, follow up. I would rather hear that you haven’t started at all than have no clue for hours on end what is going on. This goes for everyone that has been involved @microsoftstore and the local store.
Lessons Learned for Me
- If the answers you get don’t seem right press it. Taki said the Xbox had no content, and Nick found the content. Taki said I had to buy a new warranty, and Nick said my warranty was still valid.
- Don’t wait for people to call you back. They might, but if you want answers follow up yourself.
Update: Read how the saga FINALLY ends here.
