Xbox drama

For anyone that does not know me personally and my lovely Xbox experience... here's the long and short of it.

On August 3rd, I called Xbox support because my son was getting the dreaded E74 error. They gave me the in warranty repair, sent me the shipping materials and off it went. About two weeks later I got the email telling me they were sending it back.

Here's where the fun begins. When I originally set the repair up, I was not told that they were going to ship it Signature Required IN PERSON. So, I gave them the home address. Now, I and my husband both work and are not home during the middle of the day. So UPS shows up at 11am and leaves the note - check marking the Signature Required box. I read the slip, and for the box checked - on the back the instructions state to sign the slip and leave it on the door for them. This is what I did.

UPS comes back the next day at 3pm. They leave another slip, checking the same box and writing in all caps: IN PERSON. Now, I check the instructions on the back of the slip again, and for this option they should be checking a different box, but fine. So the UPS person isn't the brightest person in the world and might be mildly illiterate. That's OK.

I call UPS. They tell me to call back the next day and tell them to do a Will Call Pickup at the hub. I check the address and it is on my home from work, so no big deal. I call and they tell me a rep will confirm what time I can pick it up. OK. Rep calls and tells me I can pick it up between 7pm and 9pm. They close at 6pm. So, I call once again and request an intercept to have it delivered to my husbands office instead. I give them my credit card to pay for this, as there is a fee. Another 2 weeks go by and the tracking information gets less and less specific. So we call UPS again. After an hour, they finally find my package. They did not do the intercept right and it was shipped back to Microsoft as undeliverable.

I wait a few days to make sure they get it back. I receive a phone call from Xbox explaining this and giving me a new service number. So, I call Xbox again. I explain the entire situation 4 times before the gentleman on the other end of the phone finally understands my problem. He gives me another service number and says they are going to reship it. I wait another week and a half, no phone calls, no emails, no Xbox. So, I call again, and basically the same thing happens. I wait another week. I call again, I explain it and finally get transferred to a supervisor. She tells me that they were waiting for me to call and confirm the address I gave them 3 times already. No one had said I needed to call back again. She apologizes, puts me on hold while she calls various departments and gets it arranged again. She tells me, and I will quote this, "I know you don't believe me, but you will get a phone call from the dispatch hub to confirm your address within 24 - 48 hours."

I didn't. Again, there were no phone calls, no emails, no Xbox.
After another 2 weeks passes with nothing, I was attempting to find time to call Microsoft Corporate in Washington.
Yesterday, with no warning. My husband gets an Xbox delivered to his office.

My son is happy, after nearly 3 months, he finally got his console back. And it works fine now.
Unfortunately for Microsoft, they put a Customer Satisfaction Survey in the box.

I will definitely fill this out, and I will update all of my correspondence here.