Last week I ordered a XBOX 360 PRO with 3 games (Viva Pinata, Forza2 and Mass Effect (!)) at Komplett.be
Most of my previous orders there were pretty ok (except for my TomTom, but that was the transport companies fault). I was surprised when 2 days later my XBOX already arrived.
I couldn’t wait to get back from Antwerp to check out my new gaming/media platform. As soon as I opened the box I noticed something wasn’t right … I was missing a HDMI port on my XBOX. Conclusion: this is no XBOX 360 but a XBOX 360 PREMIUM. A quick look at the manufacturing date … oct 2006!!! In terms of technology you can even call this ‘old’ if you ask me. XBOX 360 PRO’s with HDMI came in production on august 2007 (yes I did some homework).
I quickly opened my mail and started a mail to Komplett. I wrote them my situation and asked what I could they would do about it, as I really wanted a XBOX PRO as promoted on their webshop, for the price stated with the games included!
The day after I got a small mail back “Sir, we didn’t say on our website the product has a HDMI port. But if you want you can send in a RMA request and if the product is still in new state you will be refunded”.
Answer: “I’m sorry, but the website didn’t say there was ‘NO’ HDMI port, which you can expect on a ‘new’ XBOX, certainly if it’s sold as a PRO-system. And no I don’t want my money back, I want a XBOX 360 PRO or some kind of compensation for the mistake”.
Their answer: ” Sir … you didn’t tell us if the system is still as new and if you want to file a RMA-request”.
(OMG … they are really avoiding the issue here)
My answer: “The system is still as new, ignoring the opened box, that was already opened by your side already, to add ‘Mass Effect’ to the box (this addition was probably to cover up the old system they wanted to get rid off) and no I don’t want to file a RMA if that means refunding my purchase!”
Their answer: “Your request has been sent to technical support, on approval you will be contacted”.
Today I received a mail from tech-support: “Dear sir, your RMA request has been approved. You can send us back the product with all accessories and after testing on our side you will be refunded”.
GRMBLLll ayyyieeeeee I think they have to much computer-ventilator dust in their eye or something … hell I don’t know, but this isn’t the way I like to be treated as customer.
Normally I’m not all that difficult and would not post anything like this but …
* Not listening to the customer
* Failing to see and admit the error
* Letting me pay for transport for their mistakes
* Not coming up with a proper solution
makes me want to shout ” BAD SUPPORT KOMPLETT … BAD!!!!! “.
Well I guess Komplett orders will be just in worst case scenarios from now on … I’ll find some other supplier for the other orders.
And hell no, I’m not going to RMA that box!!!!
