MS CSR Changes Your Identity, Preventing You From Getting Your Xbox Options

[Xbox-Scene]

MS CSR Changes Your Identity, Preventing You From Getting Your Xbox Posted by XanTium | April 28 16:39 EST | News Category: Xbox360

From consumerist.com: [QUOTE] Bryan Carroll can't pick up his repaired Xbox because Microsoft printed his name on the address label as "Brian Dyranerool." After he scheduled a repair with a CSR in India, Bryan was assured that he would receive a shipping box within 3-5 days. After 6 days had passed, he contacted an apologetic supervisor who said she would simply email him a shipping label and send out a free wireless controller for his wasted time and trouble. However, the name on his shipping label read, "Brian Dryanerool." He contacted Microsoft about the error and was told that the problem was corrected. The good news is that Bryan's Xbox was repaired and shipped swiftly to a UPS customer center. The bad news is that his box was addressed to "Brian Dryanerool," and he was not allowed to pick up the repaired Xbox. [/QUOTE] Full Story: consumerist.com

[haqtiq]

Either this guy is trying to steal another guys xbox, or the xbox people are REALLY REALLY stupid, how can you make a typo of this magnitude. I've worked in an Earthlink Call Center, and rarely did we screw up peoples last names like this. Like I said, either its him or them.. not really sure.

[HotKnife420]

Either this guy is trying to steal another guys xbox, or the xbox people are REALLY REALLY stupid, how can you make a typo of this magnitude. I've worked in an Earthlink Call Center, and rarely did we screw up peoples last names like this. Like I said, either its him or them.. not really sure.

Yes, but English is your native language, is it not?

[etrain1984]

Yes, but English is your native language, is it not?

Native English speaker or not, Carroll sounds nothing like Dyranerool. That is a pretty severe mutilation of his name. Seems to me like reps taking care of problems for the US should be able to speak/understand English.

This post has been edited by etrain1984: Apr 28 2008, 10:42 PM

[Pauls X-S Profile]

Often I feel the internet just magnifies what huge winers we all are. Every company that ever existed made mistakes, big and small. Have you ever had a job? Did you ever make a mistake on that job? Did that mistake impact a customer's experience with that company? How would you like that customer to go and post on the internet about the mistake you made, then have all of the webzines around the world echo that mistake and everyone discuss it in forums.

Okay, this is fine for people that really do get screwed, like the guy who had the custom 360 and Bungie stepped in to help the guy out. But a misspelling of a name? C'mon... get over it. It happens, life is rough.

[cory1492]

caller: "Hi, this is Brian, Brian Carrol calling"
rep types: Brian, Brian Carrol (as Brian Dryanerool) and doesn't confirm spelling...
Not unrealistic if you ask me.

Often I feel the internet just magnifies what huge winers we all are. Every company that ever existed made mistakes, big and small. Have you ever had a job? Did you ever make a mistake on that job? Did that mistake impact a customer's experience with that company? How would you like that customer to go and post on the internet about the mistake you made, then have all of the webzines around the world echo that mistake and everyone discuss it in forums.

Okay, this is fine for people that really do get screwed, like the guy who had the custom 360 and Bungie stepped in to help the guy out. But a misspelling of a name? C'mon... get over it. It happens, life is rough.

The thing is, he called them after seeing the error/mistake or whatever on the label, and "was told that the problem was corrected. " Obviously it isn't the mistake that is the issue, it is CSR's who give BS to get a customer off the line (not to mention the fact that UPS makes it nearly impossible to correct problems once a package is en route.) Not to mention the simple fact that previous people have only had the single recourse of going through MS legal to try and get their machine back some MONTHS later.

This post has been edited by cory1492: Apr 28 2008, 11:09 PM

[bucko]

Wonder if someone will miss spell Bill Gates when he send in his ROD

[ausmods]

Urgh... Here we go again... Another person with an unfortunate mistake gone public...

I dont see how they made a mistake like that... Those 2 names sound nothing alike.. Whenever Im on the phone with a support person, I always spell out my first and last name to make sure no mistake are made, as my last name is quite easily misspelt...

[Tiuk]

Oh well, he'll probably get a ton of free stuff from MS out of this whole ordeal

[Opoth]

Often I feel the internet just magnifies what huge winers we all are. Every company that ever existed made mistakes, big and small. Have you ever had a job? Did you ever make a mistake on that job? Did that mistake impact a customer's experience with that company? How would you like that customer to go and post on the internet about the mistake you made, then have all of the webzines around the world echo that mistake and everyone discuss it in forums.

Okay, this is fine for people that really do get screwed, like the guy who had the custom 360 and Bungie stepped in to help the guy out. But a misspelling of a name? C'mon... get over it. It happens, life is rough.

How well is MS paying these days for PR damage control?

[Software2]

Sharing the same last name as this guy, I can safely say that this sort of thing happens all the time. The most common mistakes are either Brian or Bryant. It's annoying, but you can hardly blame people for an innocent mistake.
What's shocking is that the UPS folks don't realize that such a simple mistake has been made. MS isn't to blame, UPS is.

[iwannadie]

Often I feel the internet just magnifies what huge winers we all are. Every company that ever existed made mistakes, big and small. Have you ever had a job? Did you ever make a mistake on that job? Did that mistake impact a customer's experience with that company? How would you like that customer to go and post on the internet about the mistake you made, then have all of the webzines around the world echo that mistake and everyone discuss it in forums.

Okay, this is fine for people that really do get screwed, like the guy who had the custom 360 and Bungie stepped in to help the guy out. But a misspelling of a name? C'mon... get over it. It happens, life is rough.

Ever get a packed shipped through UPS with a size 11 1/2 redwing boot print on it? Yea, that was prolly my boot print and it was a mistake, seriously. I feel bad when I screw up at work and take it serious, I doubt some drone in india cares though.

Also, its not UPS at fault. If the name doenst match your ID you dont get the package. If the names dont match its the shippers fault. Other wise, people could go in claiming they are anyone with a similar name and get packages. The reason behind a signature is to prove your the name on the package. Its not like a very close name mix up either when you look at them side by side they are nothing alike.

[XPxAxBxLxOX]

Sharing the same last name as this guy, I can safely say that this sort of thing happens all the time. The most common mistakes are either Brian or Bryant. It's annoying, but you can hardly blame people for an innocent mistake.
What's shocking is that the UPS folks don't realize that such a simple mistake has been made. MS isn't to blame, UPS is.

I disagree. I've worked in warehousing and whenever we shipped something by ups, we always typed their address into a computer and we printed the labels. Not ups. Ups is just doing their jobs and making sure the package is going to the person its going to.

This post has been edited by XPxAxBxLxOX: Apr 29 2008, 12:01 AM

[kutiya]

Had to send mine in for repair and I had to spell my name out to the woman on the phone 6 times, and it was still not correct on the shipping label. I dont understand why a company like MS which makes profits in the billions can't spend a few extra bucks on customer service in the country that it's origin is in. The systems a turd and crashes all the time due to the cheap manufacturing and then we get stuck with Indian csr that cant speak english or understand it worth a shit. then after the run around with "Susan" (as she claims to be) you then send it to Texas? Why doesnt Texas take the call if thier going to get it anyways?

[elitegamer360]

LOL, Shit happens! Ask me about it