So I'm heading into week #4 dealing with both my 360 and my PS3 failing. Here's what's happened since the last post.
Two weeks after calling Microsoft I still hadn't received my shipping label. So I called them again and the service rep told me that since this was the second 360 to red-ring on me they would send a box with pre-paid shipping to send my console back. Cool, but I told them this was my second 360 two weeks prior to this call. So why didn't they decide to send me just a label the first time around? And why don't they just send everyone a box like Sony does? Lame. Anyway, the box showed up Friday and I dropped it back off at FedEx about 2 hours later. The boxing process didn't involve as much paper work as with the PS3 but it was also far less professional. The packing instructions looked like they were created by a couple dudes in the shipping warehouse with their phone cameras. I'm also not receiving any email updates on the status of my 360 like I have been from Sony.
Speaking of emails from Sony, on the 12th I received an email from Sony informing me that my PS3 reached their service center (12 days after my initial call to Sony). Sweet. Except the email also stated that Sony is "currently experiencing a backorder on our PLAYSTATION 3 - CECHG01 at our exchange facility." They didn't give any further information or updated estimate as to when I should expect my PS3 back. I sent an email to their web support and received a rather stock response that did not address the "backorder" issue but simply restated their standard 7 - 14 business day turnaround.
I called Sony today to see if anyone could give me an update on this backorder. I spoke with one of the most unprofessional customer support reps I've ever encountered. She wasn't rude or anything, just very stupid (sorry, it's true). She told me she didn't have any more information about my console backorder but that "they are probably waiting on a 'thingy' or something. You know, something that broke inside your console that needs to be replaced." Uh, you mean a part? She seriously said "thingy." Then she told me she has received a lot of calls from customers like myself who have received these emails but that they are currently still meeting the 7 - 14 business day turn around time. She went are far as to say, "I'm sure we'll meet the 14 day schedule." She didn't say promise, but I'm guessing her managers would want her saying that. She also told me they received my PS3 on the 10th, which is two days before I received my confirmation email. So according to my math, Sony has until April 29th (or May 1st at the latest) to ship my console back. Nine more days till I call them back.
According to FedEx, my 360 made it from San Mateo to SF to Oakland and all the way down to Fort Worth already. It's possible that I could get my 360 back before my PS3 even with the week or so head start Sony had.
