[/b] So I got a call tonight from someone who was having some issues with Live [who hasn't for the past two weeks?
] and specifically was trying to connect to a game of Halo 3. I had the unfortunate job throughout that call to deliver the message that Live is still having some issues and part of the problem is the massive influx of unexpected customers that joined Live around Christmas [note: The most in the 5 year history of the online service], alongside other things, and that I don't know when it might be back up... which I don't. I was expecting him to be like nearly else I seem to talk to lately, to cuss me out and pretty much expect that I'm holding back information and I can flip a switch under my desk to get the entire Live service back up and running.
Instead of saying what I expected, he told me he was just complaining a little about the service, because after a long day working at his T-Mobile retail store, he just wanted to get home and play on Xbox Live and he's been dealing with angry customers and he pays for the service and all this other stuff. Smiling on my end, I shot back, "Well you know what, being that you work for T-Mobile and you guys have the highest JD Power rating for customer service and you have to swallow all the bad things you want to say, I pretty much expect you to complain and I don't blame you one bit" This guy started laughing his butt off, I mean the rest of the call was both of us trying to say things while laughing or chuckling. He told me that I pretty much hit the nail on the head there.
At the end of the call, after asking if he had any more questions for me, I should have said I had one for him and went into something about a Samsung phone problem... then a big ol' "Nah, just joking, you have a great night" Hehehehe.
After putting up with two weeks worth of customers complaining about Microsoft and yelling and cussing at me and thinking I'm going to do something about the issue by saying they're going to switch to Playstation 3 (and I care why? Go ahead, but we're still gonna have issues on Live until they are fixed), the cool calls SERIOUSLY stand out. Oh, and all the awesome calls where I just talk about video games, tell people how to get "a job like mine", or how to get their job in the video games industry... since that is where I am headed, I can tell them exactly what they need. The cool part is - they listen
When a T-Mobile retailer contacts Xbox Support 
Linear Mode
