Bobafett's (aka Surly Duff) Space

7 1/2 weeks to finally get a matching power supply and power cord.  I couldn't believe it when I opened up the box and both the power supply were in and they matched.

This morning, I received a follow up call from an American based customer support agent.  He apologized again and wanted to make sure I got what I was supposed to get.  I said yes and I explained to him that each time I called I was told that they could only send one (either a power cord or power supply).  He said that perhaps they were mistaken with the skus and it should have been able to send both out.  I said I could understand confusion once, but 5 times is not confusion.  It's incompetence.

To say the least, I'm not very happy with the customer support.  It took 7 1/2 weeks to get this resolved, countless phone calls, and lots of time wasted on hold and time wasted explaining the problem each time to some moron who assured me that they understood the issue and would solve it.  Each time (until the last) I was disappointed with the incompetence of the support people.  Twice I was told that something would be sent and twice these idiots did nothing.

7 weeks without a power cord.  Although, this time I'm "assured" that I will actually get it.  I'm told it's been shipped and I've received two phone calls from escalation people (people who natively speak English) that it's the right thing.

I remain skeptical, as usual.

Anyway, I'm told that this time they promise to send the right power cord.  And they apologize for any inconvenience.  Inconvenience?  7 weeks is an inconvenience to them?

Who knows when I'll receive this one.  Perhaps Wednesday when I'll just open up the package and it will not be the right thing.

I really think that MS needs to just fire just about everyone in their call centers.  Saving a few bucks can't be worth pissing off your customers.

Today, I received a package from the Xbox repair center.  I was really hoping that it would either be the correct power supply or correct power cord or both.

Imagine my disappointment.  Well, scratch that.  I expected that they'd fuck it up once again.  And now I have 3 completely useless power supplies for the 360 and one incompatible power cord. 

So once again, I have to talk to support.  Where, no doubt, I'll be promised that this time they'll fix it correctly.  For the record, this will be the FIFTH time I've been told that they'll fix it. 

The level of incompetence is unimaginable.

So, I get to talk to "Manning" this time.  They tell me that they sent something February 7.  I received something on February 12.  Want to guess if that was the "package"?  Damn right because nothing takes 20 days via USPS.

I'm told that this time will be magic.  I will receive the fix this time.  Yes, I've heard that 3 TIMES ALREADY.  I'm quite skeptical and extremely pissed off at such incompetence.

The "supervisor" cannot do anything but follow standard operating procedure and send out accessories via USPS (with NO TRACKING OR CONFIRMATION).  I'm surprised that MS cheaps out on this.  Seems to me, you'd want a record of the shipment and delivery, but maybe that's just me thinking LOGICALLY.

They offer me "compensation" of one of 4 games.  But, I've already got those.  So this "compensation" is completely worthless.  I suggest that I should send them a bill for all the time I've wasted.  And I'm given an address to send a complaint to:

Microsoft Legal Dept
Attn: Xbox Legal Group
1 Microsoft Way
Redmond, WA 98052

Yes, that's the complaint address and it's staffed by lawyers.  WTF?

Yes, it's been 6 weeks without a matching power cord/power supply from Xbox support.  I cannot believe I have to call again and ask, where is it?

Without a power cord/power supply that match each other.  When will our long national nightmare be over?

On Monday, I was able to go in studio to watch/listen to Tony Kornheiser's radio show on 3WT (XM Channel 144).

I arrived at the studio around 7:30 AM for the 8:00 AM show and was let into the studio by the producer (subbing for Nigel Stern).   I got to meet Tony again and his two co-hosts for the day: Jeanne McManus and Kevin Stanfield.  I don't think Tony remembered meeting me before at PTI, but it doesn't really matter since he knows me through emails to the show that get read during the last segment.

I get to hear some prep work and I am asked my opinion on the Navy's attempt to shoot down that rogue satellite.  We chat a little bit and hear Tony bitch about his son's new girlfriend, whom he doesn't like.  She plays on Penn's lacrosse team and gets on Tony's nerves.  So much so that she asked where she could run 10 miles in DC and Tony replied, the street.

Show time begins shortly after 8AM.  I'm mentioned as an in studio guest of the show (no airtime for me).  First segment comes and goes quickly.  After the break, there's a phone in from some scientist on CNN to talk about the satellite shootdown.  He's entertaining and informative.

Other guests: Wilbon on the phone from his home in Phoenix, Liz Clarke from Daytona to talk about the Daytona 500.

Tony mentions on air his experience at In 'N Out.  During the break, I chat him up about In 'N Out and his experience...35 minute wait at 3 in the afternoon for his food.  He proclaims it great.

I get another mention on the air, thanking me for his favorite dark russet potato chips.  After that, it's the email segment and the end of the show.  Tony thanks me for stopping by and he's always happy to meet his listeners.

"Angel"?

Quotes me the bible on company policy on sending out a replacement, or as he said, "free" power cord.  Apparently, these thing can only be sent bulk USPS and will take 8 to 10 business days to get to me.

I say that it is completely unacceptable.  I say, send it to me overnight, 2nd day air, 3 day select so that I have the power cord by this Friday. 

"I'm sorry, but we can't send it that quickly.  It is company policy to send it USPS and it will take 8 to 10 business days."

No, I'm sorry.  There is no such thing as can't.  MS WON'T send it that quickly because they want their customers to wait as long as possible to enjoy their product.

I cannot believe that it will be up to 6 WEEKS to resolve this.

I'm told that this time (third time) they will actually send the correct power cord.  The suspense is killing me.  Will I receive it or won't I?

You see, it's all about company policy.  It's not about fixing the damn problem to the customer's satisfaction.  Can't have a satisfied customer because that's against company policy.

So I finally get through to support and I have to explain the problem twice because he doesn't understand the issue.

He finally tells me he can ship out a power cord with three prongs.  I suggest that the best thing to do is send both a power supply and power cord that match.  That way, there can be no chance of a screw up.  I'm told that they can only send one or the other.  Wow.

I'm also told that it will take EIGHT TO TEN BUSINESS DAYS to fulfill.  Are you serious?  Yes, he is.

Waiting for a supervisor...