Top critical review
Microsoft Has Terrible Customer Service
on January 20, 2014
On the “My Registered Devices” page I see the following line in regard to my eligible device, “Console repairs are available at no charge through the standard warranty expiration date of Feb 12, 2014. This device is eligible for an Extended Service Plan.” Also, at the bottom of the same page, I see “Buy ESP Offer Expires in 23 Days.”
According to the policy listed on Microsoft’s website [...], Xbox 360 console owners that are within their original warranty period are eligible for an Extended Warranty. This is evidenced under “Step 2: Purchase the Microsoft Extended Services Plan.” The following is the excerpt previously mentioned, “For a console or Kinect sensor to be eligible for an extended service plan, it must currently be under the standard warranty period.”
I am within my original warranty period and am even listed as eligible. I was not able to buy the service online, so I called Microsoft support on 1/20/2014 and the phone representative refused to sell this extended warranty to me, stating that their policy was changed and I only had 45 days after purchase to buy the extended warranty. Once this change was made, I became instantly ineligible for this plan. If you follow the links on support.mircosoft.com for "warranties and repair" a 45 day limit is not mentioned anywhere in regard to Xbox 360 systems, only Xbox One. When I spoke to support over the phone, they would not even tell me when this policy changed for existing Xbox 360 owners. The phone support people said that it may have been changed in November of some year, but they were not sure.
Microsoft has retroactively made many consoles ineligible for Extended Warranties. As of 1/20/2014, if you purchased/registered your system before 12/6/2013 (45 days ago) and have not purchased an extended warranty, you can no longer purchase an extended warranty from Microsoft. Before this change, you had until your original warranty ended and were usually notified when your opportunity to buy was running out. The fact that Microsoft did not just say the change would only affect people who bought their consoles from the date of the change on is very dishonest in my opinion.
Why harm existing customers? Would it really hurt Microsoft to help their customers in this case?