I purchased an Xbox360 for my son, who is mentally handicapped and does not have the freedom / opportunities of normal folks. He depends upon things like video games to keep him active and happy. The new system did not work (had steady red lights), and I called Customer Support on October 16. I spoke with Nancy. She determined that my system was bad and asked me to ship it to McAllen, TX (at my expense) for a replacement (refurbished) unit. I received the unit a couple of weeks later. It, too, had the "red light" problem, so I again called Customer Support on November 14 and spoke with Raymond, and with his supervisor Jeano. They determined that I had another defective system and asked me to return it for another replacement unit. I did so, and received yet another system. This one, too, exhibited the same problem as the other two. I began to suspect that something else was wrong, probably with the brick (power unit). I called Customer Support on December 12 and spoke with Adam. He agreed that the problem was likely the brick, and was VERY surprised that none of the other support agents had asked ANY questions that might have identified the problem. Once again, I returned a "defective" part -- this time the complete brick with power cord -- at my expense. I was hoping to have my son "in business" by Christmas, but the new part arrived here on December 26. I opened the package, only to find that I had been sent a brick, but NO power cord. Of course, the power cord is a special part available only through Microsoft. I called Customer Support again on December 27 and spoke with Earl, and subsequently with Earl's supervisor, Richmond. Once again, Microsoft support staff had not provided proper information, and once again I had no recourse. Richmond promised to resolve this situation. I received the power cord on December 30. It was the WRONG power cord. I again called Microsoft support and spoke with Ezekiel and with his supervisor, Frank. Frank located the previous order, saw the error, and promised to get me the right power cord. Again, I had to wait several days. I received the new power cord on 1/6/2007. It was, once again, the WRONG power cord. I again called Xbox Support and spoke with Ely and then with his supervisor, Aaron. Aaron first told me that the service center was out of proper cords and sent me the wrong cords as a result. This made no sense at all and I told Aaron that it was not acceptable, and asked to speak with HIS supervisor. Aaron returned a few minutes later and promised to send the correct cord.

This has been going on since October. I have had 3 system units, two power units, and now 3 power cords. In each case the support agents failed to ask questions that would have identified the problem, or failed to provide information that was needed to properly handle the situation. My son is still without his system and will remain without it for at least another week, at which time I will once again TRY to get it to work.

I would like to think that this is an exception, but after being mishandled for almost 3 months, trying to make my handicapped son understand, and encountering numerous Microsoft representatives who could care less about my issues, I believe "the giant" just doesn't care.