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...

I was told yesterday that I was scheduled to receive a phone call at 4PM.  I assume eastern.  Or maybe they meant BY 4PM.  But let's operate under the assumption that it was AT 4PM.

Well, I just checked my vonage account online.  I had a phone call at 2:53 PM Eastern.  I was left a message, which lasted 44 seconds.  Seems Ron, one of the hardware support supervisors rang me.  He said that his records show that the item was shipped February 7th and they will treat the problem as RESOLVED.  Yes, RESOLVED.

And I should call back should I need any further assistance.

Words cannot describe how god damn ANGRY I am right now.  I could fill this with a George Carlin profanity laced tirade or even a Lewis Black one.  Either will do at this point in time.

Nice to make the ASSUMPTION that the problem is RESOLVED without confirming it.  I realize I wasn't there to get the phone call.  Then again, I wasn't expecting it at 2:53 PM.  I gave them my cell number before, but it appears they are just operating off my home number. 

So, now I must CALL SUPPORT AGAIN FOR A SIXTH TIME TO TRY AND RESOLVE THIS.  I must waste my time waiting on hold and trying to get a hold of someone who can actually help and fix the problem. 

I may actually have the US support center on the line. The lady tells me that she can fix the problem and send a matching power supply and cord.  say, really? You guys said that on January 16. That didn't happen. The one I got today is the same power supply. Is the third time the charm in sending it out?

Now I'm waiting for a supervisor. Hooray, maybe he can fix the problem. Just like the last supervisor I got a hold of. Wow, I can't wait to hear this excuse. I want this fixed and I want it sent out priority overnight. A letter would be nice to, apologizing for the error and delay. I bet I don't get one. That would actually be the responsible thing to do. You see, customer service should be better. If someone doesn't fix a problem to the customer's satisfaction, how do you think they feel about that? Fix the problem quickly and follow up and make sure it was fixed to the customer's satisfaction. Some companies get this. Apparently, Microsoft is just dumb. So I get a hold of the supervisor who tells me he can fix the problem by putting in an order for a power supply. Third time is the charm! Hooray me. I ask, what can he do to fix the problem to my satisfaction. He says he can start the order fulfillment process now. Or I can wait until tomorrow when someone is supposed to call me at 4PM. Nice of them to let me know about this now. I mean, really, what the fuck? I ask if I'm wasting my time talking to him because he can't solve the problem. He says I can look at it that way. Wow, thanks for that, Sherlock. Then either he hangs up or I lose connection. Now, I'm not the type of person to swear on the phone to customer service. But I do have my angry tone on, and rightfully so. I just want the problem fixed. How hard is it to fix? It will take at least 4 weeks to solve.

Edit: This supervisor asked me if I tried plugging in my power cord to the power supply when he understood that one was three prong and the other two prong because they sometimes fit.  Are you crazy?  I ask him if he realized what would happen when I took the power cord (female end with two holes) and plugged it into the power supply (male end with three prongs).  One of these things is not like other, one of these things is not like the other...

Well, imagine my surprise when I received a package from the support center (Xbox). I quickly open it up, sent via USPS priority mail. Why they didn't send it overnight, I'll never know. But that's neither here nor there. Here's the problem: they only sent the power brick. And guess what? It's the SAME DAMN ONE I HAVE A PROBLEM WITH. It's a 3-prong power supply and the cord they sent back is only two prong. The two are incompatible. I thought I clearly explained the issue before. Apparently, Xbox support is too stupid to realize that they could have just sent a power supply and the matching cord as the replacement. That would have worked. That would have been the right thing to do. Unfortunately, they are complete morons who are incapable of fixing a problem. In two days, it will have been FOUR WEEKS Four weeks without having a simple problem fixed. I cannot believe that these people have jobs. Follow through and fix the problem. There wasn't even a note apologizing for the error and the delay in fixing it. Unfortunately, I have to call support again and bitch about them being too stupid to fix the problem quickly.

Seems you have to go across the pond to get some good service these days.

13 days ago, I ordered a home shirt from Notts County Football Club.  They had them on sale for 15 pounds (about $30).  I put my order in and within a day and a half, customer service emailed me and apologized for not having it in stock.  They suggested a different size they had in stock and asked if I wished to get that or cancel the order.  I said go ahead and send it and 8 days later, I get in the mail.  Quick and courteous.

I've just been told that I have to call back on February 12.  How in the hell does it take that long to process this and fix this problem? 

The "supervisor" told me that they have to wait until they hear back from the service support center and the earliest they can get back to me is FEBRUARY 12?  Send the damn right components that you told you sent on January 16!  How in the hell does it take another 8 days to fix this on top of the 2 1/2 weeks already?

Well, I'm supposed to get a phone call today from support between 5 and 7 PM eastern. 

Only, they call me at home (where I'm not at) at 2PM eastern.  WTF?

Apparently, the manager says he understands that there was a missing power cord/power supply in my shipment.  Uhm, no there was NOT.  It was mismatched and I had to wait another 5 days (on top of the two weeks) for them to leave a one minute message indicating that he has authorized the service center to send the power supply/power cord.  Gee, like you told me you would do 2 1/2 weeks ago?  Another 3-5 business days to get this so called replacement.

So now I'm calling back to complain (again).  On hold once again, hooray.

Well, here I am on hold.  Apparently, reference numbers are completely useless because they fail to record the problem you have and you have to tell them all over again.  Why is this so inefficient?  Give me a reference number, record what happened in a database.  Next time I call, you have that information already pulled up.  Why do I have to go through this again? 

Ah, I'm finally off hold.  Now I've been assigned a specific supervisor who has rescheduled (I like how they informed of this after the fact) the phone call for MONDAY, FEBRUARY 4.  Wow, another 2 days.  Just great.  I can't believe these people have jobs.

Here's the dream scenario:

-I get my 360 back and realize the problem, I call support
-They apologize for the error/mix-up
-They say that they'll rectify the problem immediately and send the correct power supply/ac cord overnight via fed ex
-They apologize some more
-The next day, I get the correct equipment

Unfortunately, Microsoft is not capable of solving problems, only prolonging them.  If I had an issue with any other company like this, you'd be damn sure that they'd fix it correctly and fix it quickly.

I called Xbox support three days ago about my power cord/power supply issue.  I was told that a manager/supervisor would call me back within 48 hours.  It's 72 hours later and NO ONE HAS CALLED ME.  What the hell is the point?  You say the situation has been escalated and someone higher up will call to rectify the problem.  Nothing has been done, no one has been called.  That's three more days without me being able to turn on the 360 I received back from repair 2 1/2 weeks ago.

This is unacceptable customer service.  I don't know what's going to happen when I call in a few minutes to complain about this again.  I suspect that I'll be told that someone will call me back within 48 hours (again) and then nothing will happen and I'll be in some endless do loop.

You may remember that 2 weeks ago I wrote about the mix up on my power supply and ac cord that was returned with my console.  I called that night and was told that a replacement would be sent within 3-5 business days.

Well, it's TWO WEEKS LATER and I still don't have it.  So I call up support again and have to deal with that dumbfuck AI, Max before finally getting someone on the line.

Twenty minutes later...I still don't have resolution to this.  Apparently, it had been kicked up to a supervisor who will "handle" the issue.  I should receive a phone call within 24-48 hours.  WTFO?  You morons can't even send out a matching power supply and AC cord in the first place and then can't even send a MOTHER FUCKING REPLACEMENT within 2 weeks?  Really?  I cannot believe this incompetence and sheer lack of customer service.  Fix the problem when you told me you'd fix the problem, not 2+ weeks later. 

I just got my 360 back from repair today.  Hooray.  But wait...

I had to send in the power supply as well.  I open up my box.  I actually got my own 360 back this time.  But the power supply is the problem again.  Here's why...you see, it comes in two pieces: 1) the brick and 2) the cord that plugs into the wall.  Here's the problem: the brick has three prongs and a little tab for fit; the cord has two prongs and no notch to fit into the brick.  So I can't actually use my 360 because someone failed to check and see if the plug and the brick were compatible.  Genius.

I call support and it takes over 1/2 an hour to resolve this.  I had to repeat myself three times on what the problem was because the guy didn't understand.  I'm on hold for 1/2 the time as someone walks him through the process.  He can't write down numbers correctly and I repeat and correct the guy 3 times on my console's serial number.  Twice on my address.  What in the hell takes so long?

Update: Picture added.  3-5 business days to get the right thing back to me, for something that shouldn't have happened in the first place.  Customer service at its worst as this is an EASILY preventable mistake.