Concerns about Microsoft Xbox Support..

I'm just a little concerned about the workload and processes for customer service, that the customer support supervisors must adhere to.  Let me explain in brief detail what my experience was to lead up to my posting..

Last night I had called into support to find out why it's been three weeks since my initial call of my dead 360 and have not heard anything or seen my white box (aka coffin).  Apparently the only explanation I was given was that there was a problem with the box and the issue was closed.

Closed?  I still have a broken xbox!

Ok, I'm not mad or anything I just want to know if there is a process in place to notify the client when a problem occurs on the side of the repair side of Microsoft.  The very nice, but very difficult to hear (apparently due to no noise canceling on headet microphone) customer support rep was not able to give me a definitive answer.  He quickly opened another issue for me and we were well on the way to getting me off the phone.  However, I was still curious as to what, if any, procedures are in place to follow up on issues like this.  The only explanation I was given was that there was an issue mailing out my box.  Ok, I'm in the service industry myself.  I am held accountable if I'm responsible for a ticket/issue and it doesn't get resolved and the issue is closed.  Also client notification is key to keeping them happy and helping their day run as smoothly as possible.

After a quick discussion and new reference number the support rep put me on hold for a 'Supervisor'.  15 minutes go by and someone picks up the phone and.. <click>

So I call back.  Explain my situation and concern to the next rep.  She proceeds to put me on hold.  Now after being on hold for 30 minutes a guy picks up the phone. 

Since you don't know me, I'll explain.  I'm not a jerk on the phone to people.  I don't want to put them in a defensive mode just because I'm upset with a failure in a computer system somewhere.  I just want to plead my case and ask a few questions.  

Let me set the tone.  I'm a little frustrated.  It's reality, being on hold is just like traffic.  You can't avoid it so just deal.  I'm cool.

I ask the guy if there is some way to notify the client if something is going wrong with their issue.   Also, how am I supposed to feel confident that if there was any trouble sending out my xbox back to me that I wouldn't have to go through an even tougher time getting it back?

Here starts the fun.. First of all the tone of this voice was what I considered to be very cynical.  

"Well sir I don't have time to check each issue that comes through here.  But if you would like I can call and email you every day as to the status of your xbox.  Would that make you feel better?"

What?  Are you serious?  Ok, maybe I should have taken him up on his offer and held him accountable for his promise.  But I knew he was just trying to blow smoke up my rear.   I proceeded to indicate to him that his attitude was unfair and disrespectful.  He then mentions to me that he will call me once a week instead.   Again I reminded him that I was insulted and now getting upset with his attitude.  I proceeded again to try to convince him that I was not an irate customer and I was not looking for any freebies of any kind.  Just some kind of professional answer as to why when there was a problem with my issue was it not properly handled. 

He then told me that they had a system problem on that day and that was the problem, and wanted me to tell him what to do.

I indicated to him that I was not looking for results beyond letting someone know that I was unhappy about the process on how my box was not delivered nor was I notified.  It was me that had to call in 3 weeks later to get a status to get the process rolling again. 

blah blah blah.. phone call begins to degrade and I asked him to just note my concerns in the ticket, and I go on my merry way.  A little sympathy can go a long way you know..

To sum it up.. Microsoft has now a very very very discouraged customer who is now going to thing twice about buying another game for xbox platform.   Sorry to say, I never had a single problem with any of my Playstation or my Wii for that matter.    Customer service for me is on the top.  I pick companies and stay with them because their customer service is above others.  Don't treat me like I'm a no body even though you look at the masses and say.. 'One pissed off customer will not make a difference when we have millions more'.  Well if you have enough people pissed, it does make a difference.

I'm now stopping my ramble.. I don't hold anyone responsible.. nor am I bitter.  I just don't understand how the big guy can get away with treating the consumer like dirt and keep getting away with it. Oh well.. it's not my perfect world after all ... lol

Happy holidays to all!