So I called 1800-4MY-XBOX to get my broken 360 fixed. I was a little nervous after hearing some horror stories of angry customer service reps yelling at customers and refusing to help get valid claims solved.

The first person to pick up the phone was a gentleman named Adam. He was very polite. He was also very clearly American. I had been routed to one of the few USA based call centers that MS has available. I explained my situation to him, and after a moment of searching through the computer he let me know that my launch console would be repaired for free, but I would have to pay for shipping. I told him that I had heard from several friends and acquaintances that shipping should be covered on a launch day console, and he informed me that “there had been a recent policy change since the 8th”. I told him that I wasn’t trying to be rude to him, but that I’d like to speak to a supervisor. He put me on hold for about fifteen minutes. Finally a supervisor by the name of…. well I’m not certain what his name was (I think Jim) because he sounded as though he was holding a blanket between his mouth and the phone. He asked me a handful of questions and then let me know that a prepaid shipping box would be sent to me, and that this whole deal should take no more than two weeks. We’ll see how accurate that is.

Keep checking in here for updates on the Xbox customer service experience.

-MIKE KURZ

Tags: Getting an Xbox Repaired, Microsoft, Xbox 360

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