Who can I call about my extended warranty?

doubledown

doubledown

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Ok, I'm been running in circles with MS here. I paid for the extended warranty...they charged me $59.90 on 12/27/05 for it. I NEVER received a physical copy of the warranty. I called 1-800-4MY-XBOX the other day and the girl did not seem to know anything. She could not tell if I had a warranty or not. She said, it looks like it is up in August...which makes no sense...8 months?

So, who can I call now? I tried online chat, e-mail and no one can give me a good answer. I have one more number to call (888) 400-4266 (not even sure what MS number that is for). They said I can write to MS, which seems like that would just take forever to get a response.

I just want my damn warranty back.
 
Didn't it say "Fill out this form, and we'll rush you a certificate" or some shit...I have yet to get one back as well...
 
It takes many, many,many weeks before u'll receive it. But if u send in ur 360 when problems occur they are able to look up ur warranty regardless. Trust me on this been through this before with other peeps.
 
Same here. Sent mine the day after I got my 360 - Nov 23rd. Although my warranty does register in their system, I still haven't gotten any paperwork.
 
Yeah, but I called just to inquire about my warranty and the girl knew nothing about it. She either didn't know how to look it up or it was removed with all the crap I've went through. I just want my copy since I sent it in around launch.

Should I call the 4MY-XBOX number again or write a letter as they suggested?
 
[quote name='doubledown']Yeah, but I called just to inquire about my warranty and the girl knew nothing about it. She either didn't know how to look it up or it was removed with all the crap I've went through. I just want my copy since I sent it in around launch.

Should I call the 4MY-XBOX number again or write a letter as they suggested?[/QUOTE]

Have you gone back over your bank statements or called your bank to confirm that MS did actually cash the check/charge the credit card?

If so I'd call the 4MY-XBOX number again and ask for a Supervisor if you can't get a rep who knows what they're talking about.
 
[quote name='doubledown']Yeah, they charged me on 12/27 for sure.....I will call again tomorrow.[/QUOTE]

Yes please let us know if and how you get an actual answer. I mailed it in December 14 and the check was cashed January 4th. Still no paperwork has arrived. I've got a copy of the cashed check waiting to serve up if they give me any garbage.
 
Unreal....I called again today, and they will "look into it". They told me to call back within a week. What kind of monkeys does MS hire????? They took my money and now they are trying to take away my service contract. What BS!
 
I called the other day and had some mixed success with mine, doubledown. I talked to the representative and he asked for my serial number and then looked up my warranty in the system, which was applied in December. He then put me on hold for quite awhile, but came back and gave me an address to write to. Supposedly, if you write this MS department a letter, they will send you the terms of the contract.

The address is:

XBox 360 Service Contract Department
Microsoft Corporation
One Microsoft Way
Redmond, WA 98052-9953

On the letter, inform them that you never recieved your terms, and request a copy of the agreement. Include your name, return address, phone number, serial number, and e-mail address.

It's a lot of work for a contract they offered... but it is better than nothing, I suppose. I hope this helps.
 
I wrote a letter. I expressed my displeasure in the whole service I have received lately...my main point was the warranty issue. Hopefully they resolve this soon. I cannot believe the helpdesk cannot check your warranty.
 
Holy thread resurrection! I'm having the same problem. Did any of you ever get your warranty papers?


I bought my warranty on October 30, 2006 and was told that I would get my warranty papers in 30 days. Last night (45 days later) I called in to the 800-4MY-XBOX number and was put on hold and asked rediculous questions after giving them my reference number and contact information (How much did you pay? How long of a warranty did you buy? When did you buy it? Can you find the receipt?). This was stupid crap that had nothing to do with my question. Anyway, I was put on hold. Then put on hold again.

Finally I was told to email customer support--What?! Can't you email them for me? I've spent half an hour on the phone with you? Yes sir I will email them for you--what's your email address?

So I don't trust the guy--he's flaky on the phone. And I email them anyway politely describing my plight. Here's what I get back:

Hello John

Thank you for writing Xbox Customer Support!

This e-mail acknowledges our receipt of your message to Xbox Customer Care. We appreciate you taking the time to write us with your concerns and value you as an Xbox customer. We do apologize for any inconveniences that you might have.

It is advisable that you call the Xbox Customer Support number; this is due to the complexity of your issue or problem, regarding your warranty papers which you should received in 30 days. We cannot resolve this problem over this method and requires further scrutiny. I suggest that you look for a supervisor so that you can talk to rgarding your concern and will further assists you in this.

United States and Canada 1-800-4MY-XBOX (1-800-469-9269).
International direct dial to US: 425-635-7180

Our phone representatives will assist you 7 days a week from 9:00 AM – 12:00MN CST (Central Standard Time). Thank you for understanding. Please write back if you need further assistance.

You can also check on this link about your issue http://www.xbox.com/en-US/support/.
For further assistance, please don't hesitate to write back or call Xbox Phone Support. We are open everyday from 9am to 12mn Central Time.

To expedite service, please provide Service Request Number < XXXXXXXXXX > when you call.

For more information about Xbox360, please visit http://www.xbox.com

Sincerely,
Melissa
Xbox Customer Care Team
​
WHAT?! So I write back less politely:

Melissa,

This is extremely frustrating. 1-800-4MY-XBOX tells me to email customer support, and now the email customer support is telling me to call 1-800-4MY-XBOX. Do you not have a supervisor to whom you can forward my problem? Will someone in your organization not take ownership of this simple customer service issue?

If I must call, since I have already dialed through the large phone tree and gotten to speak with a person, can you give me a number that will go directly to the person (or group) whom I need to speak with? Or will this phone call you're asking me to make require another half hour of my time?
​
And I get back:

Hello John,

Thank you for writing Xbox Customer Support!

I appreciate your taking the time to send us your thoughts. I understand that you tried calling us.

We consider all of the suggestions and comments sent in by our members, and we maintain an internal database of suggestions that we consult and prioritize.

We are committed to improve our service to you, and you can expect to see many improvements in the near future.

In this regard we also included the time our Phone Representative are ready to answer the phone. Please bear with us.

For further assistance, please don't hesitate to write back or call Xbox Phone Support at 1-800-4MYXBOX (1-800-469-9269) at your earliest convenience. We are open everyday from 9am to 12mn Central Time.

To expedite service, please provide Service Request Number XXXXXXXXXX when you call.

For more information about Xbox or Xbox360, please visit http://www.xbox.com.

Sincerely,
Arlo
Xbox Customer Care Team
​
Thanks for nothing, you polite dicks.
 
I NEVER got my warranty papers. I even wrote a letter to Microsoft....I just gave it up and HOPE they have it in their database. Although, it was my THIRD 360, so hopefully they have the correct serial number.
 
I have had the same issue, with an added twist. Despite the fact that I was given another 360 as a birthday gift more recently, and it was definitely purchased a few months ago....their records show that this 360 was sold and registered in the first few months of this year!?!? What? I have had to send them twice my credit card information and copies of my receipt. I bet that they charge me twice and still don't have my warranty info on file. I have already written to the BBB and I expect results now. The Microsoft CSR even empathized with me, and even suggested that I contact BBB. Unbelievable. I'm pissed as it is that I have to buy a extended warranty on a poorly constructed product.
 
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