Great news on the Xbox front after 3 weeks since my initial repair request. So today I got a call I couldn’t take at work until lunch. I also got an email immediately after from Kris at the Microsoft Customer Advocacy and Exception Management Team. 

I called him back at lunch with his direct line he gave me. 

The issue with my Xbox was that it was a “French console”. Meaning when I got my original Xbox repaired back in 2009, the replacement they sent me was a French based system. It was a weird mix up. 

The issue was, when trying to process the service request, the system could not process a label since it was trying to send out a “out of region” label. Kris told me that to speed the process, he is bypassing the repair system and sending me a brand new Elite system today. When I get it, I just send my French console to him with the same box, with the shipping label he provides and some extra packing tape. 

He said I should get it either by the end of this week or Monday. He will call me after work and follow up with my case since he is personally handling it. 

He apologized up and down and was amazing to talk to and work with. I now understand that my situation was very unique and why normal support lines couldn’t help me. 

A month ago my Xbox 360 was unable to read any disc, sometimes the tray refused to open or close. If I put in any disc and it doesn’t say “play disc” on the Dashboard, just “open tray”. Also, if and when it happens to actually read a disc, if I play it for awhile it will randomly stop my game and I get a disc error.

Since I’m in the beta dashboard program, I can’t simply submit a regular repair request. I had to go through the Microsoft Connect site and go through this whole extra process. This is after Xbox Support on twitter, gave me the runaround because they were using different terms than what was actually on the site. Very confusing. I called them out on it too, since I figured it out before they actually had the right answer.

Not very amused.