Xbox 360 Customer Support – One Man’s Story

[CheapyD]

The following is one man’s account of his dealings with Microsoft Customer Support upon having an Xbox 360 system failure. I can’t say if his experience is typical, but I sure hope not, because Microsoft screwed up not once, not twice, but three times!

Continue to to read CAG Moderator Jaket (http://www.cheapassgamer.com/forums/member.php?u=14233)’s story…

Friday, January 6th
My Xbox 360 console crashes while playing the Fight Night Round 3 demo. I guess Roy Jones Jr. kicked the crap out of my 360 too. Resetting the console just results in more crashing. Down for the count, I give up and call it a night.


Saturday, January 7th
A night of beauty sleep didn’t help as the crashing continues. I try un-plugging and re-connecting the power cord, but when I turn on the 360, I am greeted by the infamous “Red Ring of Death (http://support.microsoft.com/kb/907534)”.

I call Microsoft support (1-800-4 MY XBOX) and I speak to a guy who sounds like he has Down Syndrome. He assures me that the problem is a faulty power supply and that a new power supply and cord free of charge will be shipped to me free of charge. The phone call lasts about 10 minutes and I am comforted when I am told that the replacements will be here in “less than a week or so”. I had just purchased Dead or Alive 4, but I guess I will have to wait a bit to enjoy bouncing boobage fighting goodness.


Wednesday, January 11th (Strike One -Where’s My Brick?)
Early in the morning, a box arrives from Microsoft, but it looks way too small to be housing the giant replacement 360 power supply (and cord) I am expecting. Upon opening the box, I find only the power cord, although I was told I was to receive both a power cord and power supply.

Not surprisingly, replacing the power cord has not fixed the problem as the 360 still crashes in the exact same way as before.

I call Microsoft again and am placed on hold. This time, I speak to a female customer service representative who now tells me my 360’s problem is not a power issue (no shit) and if they can’t fix the problem over the phone, I’m going to have to send in my console along with the hard drive. She explains that the procedure is to ship a box with pre-paid postage to my home (will take “less than 72 hours” to arrive) that I will use to ship the 360 back to Microsoft. I am placed on hold for 10 minutes (listening to awful techno) while the rep figures out what to do.

When the rep returns to the phone, we go through a few troubleshooting techniques, none of which are effective. I’m told I will have to send my 360 in and wait about 2-3 weeks to get it back, plus I will lose all my saved data from my hard drive. I asked if there was any way to keep my game saves and the rep suggested purchasing a ($40) memory card. Note to Microsoft: Don’t tell your customers to purchase additional equipment during the traumatic experience of discovering their brand new $400 console is a doorstop.

I tell the rep I will call them back as I wanted to check to see if I could find a replacement at the EB Games where I had originally purchased the machine.


Friday, January 13th
After checking with EB, and learning they have no 360s in stock, nor are they expecting shipments anytime soon, I call back Microsoft to arrange for the repair and the pre-paid return box.


Monday, January 16th-February 1st
I’m lucky and am away on vacation, forgetting all my 360 woes. After I return, I ship out my 360 in the pre-paid postage box.


February 2nd
My 360 arrives in Texas, awaiting repair.


Monday, February 13th (Strike Two – The Vanishing 360)
I receive a phone call from Xbox customer support. The rep asks me if I have been able to connect to Xbox Live on my repaired 360. This is a troubling question since I have not received my console yet. I am then told that once I do receive my 360, I should test the Xbox Live connectivity immediately as there is a 50/50 chance it will not work. If I can’t connect to Xbox Live, I will have to send back that 360 and re-start the repair process. As compensation, I will receive a free month of Xbox Live and a wireless controller. I am stunned and confused as to why something like this wouldn’t be tested during the repair process. Silly me, but I thought the purpose of the repair was to fix the console. Are you shaq-fuing kidding me?


Monday, February 20th
I receive another phone call from Xbox customer support asking the same question as last week, and just like last week, I still don’t have a system! Obviously, I am extremely frustrated at this point, however this representative is very personable and seems intent on solving the problem of my missing 360.


Thursday, February 23rd (Strike Three – The Core Problem)
Another call from a personable Microsoft representative who tells me he will be my “point man” going forward. Unfortunately, my man starts our new relationship with some bad news for me. They just shipped out a replacement system for me, but it was a Core system, and not a Premium like the one I had sent them. I’m so glad Microsoft went the two SKU route. If their employees can’t figure it out, what hope is there for the general public? I am told that I will have to reject the delivery from UPS if I want a system with a hard drive. I couldn’t make this shit up if I tried.


Friday, February 24th
UPS rings my doorbell at 9:30 AM with the unwanted Core system. I reject the delivery and want to kick the UPS delivery guy in the nuts, hoping Microsoft will feel it back in Texas.


Saturday, March 5th
Finally, my replacement Premium 360 console arrives. I can’t tell if it’s a new or refurbished unit, but at least it works. I never received a free wireless controller or the free month of Xbox Live that I was promised. Maybe that was only to be provided if my repaired console wounldn't connect to Xbox Live...who knows?

Hopefully Microsoft will get their shit together soon, so my fellow CAGs never have to experience a mess like this.

[Millbuddah]

This is the type of story that's kept me from picking up a 360. That and waiting for the game library to grow a bit more. I hope his repaired system will hold up for him. I'll send some good mojo along.

[doubledown]

Sounds similiar to my story.

MY console died with the automatic update back in January. It shut down and immediately gave me the RED RING OF DEATH.

So, I call them up and they ship me out a coffin. I send my 360 back and about a week later a new 360. I try it out and I cannot connect to XBOX LIVE. I bitch for a week before they send me out another coffin.

I finally get my coffin, send back my non-working LIVE console and eventually get it back. I do get a WORKING 360 finally and they did give me a wireless controller.

So, my story is not as bad, but I've had 3 consoles in my house. It took about a month to get this resolved...actually, a little longer. I never got my free month of LIVE, but I gave up.

Also, the helpdesk cannot confirm my extended warranty, so I had to write MS directly and ask...I'm still waiting.

[Ruined]

Hopefully Microsoft will get their shit together soon, so my fellow CAGs never have to experience a mess like this.

Microsoft customer support has always been top notch when I've dealt with them. Quick response, fast shipping, everything taken care of.

[Archgarth]

Sounds similiar to my story.

MY console died with the automatic update back in January. It shut down and immediately gave me the RED RING OF DEATH.

So, I call them up and they ship me out a coffin. I send my 360 back and about a week later a new 360. I try it out and I cannot connect to XBOX LIVE. I bitch for a week before they send me out another coffin.

I finally get my coffin, send back my non-working LIVE console and eventually get it back. I do get a WORKING 360 finally and they did give me a wireless controller.

So, my story is not as bad, but I've had 3 consoles in my house. It took about a month to get this resolved...actually, a little longer. I never got my free month of LIVE, but I gave up.

Also, the helpdesk cannot confirm my extended warranty, so I had to write MS directly and ask...I'm still waiting.

And this is why I'll buy my 360 at Costco, if the piece of junk dies on me one or two years from now, I'll be able to take it back to the store no problem.

Sorry about your experience w/ Microsoft, as I don't think it's really on par with their normal amount of customer service. I had to call them recently on a Windows XP issue and they called me so much trying to get my problem resolved (it turned out to be a faulty network/hard drive combination that was corrupting downloads) it was like we were dating, or something...

[ryoga79]

Ok, here's my story about my bro's system. He got his 360 on launch night and it worked a-ok until right before X-mas. He bought Gun for it and played it for 2 days, never removing it from the system. The 360 has been in the verticle position since it was bought in the exact same spot and has NEVER been moved. We take Gun out to put in COD2 and the game is completely scratched to shit.

Let me repeat that...we NEVER moved the system and it was scratched to SHIT. Called Microsoft, and they said that we HAD to have moved it, because that's the only way that the game would have been scratched. Went and returned the game to Walmart and got an exchange.

Fast forward to the Wed before X-mas. With no game in the console, messing on the dashboard, we got a hardlock. Reboot the system, and get a hardlock as soon as we see the dashboard. Reboot again, and not only do we get a pixelated locked version of the dashboard, but the ring of death. My bro calls M$ and talks on the phone for a good hour or more with them, where they promise him a copy of PDZ and free month of live card. They sent the "coffin box" the next day. (On a side note, his laptop died the same day as the 360 and we got a DHL box from them the same day as well). In all honesty, DHL was the easiest thing to deal with. Box is shipped out the friday before X-mas. The following Friday, we get the box back in (along with his laptop). We were promised by the rep on the phone that the HD saves would still be there...

*Buzz* Wrong...WRONG. The achievements are still listed, but the HD is wiped clean. We are pissed, but start playing games again. All is well in the world, until about a month ago.

Set up some demo to download (forget which) but since we have other downloads in the house going, we know it will be morning before it's done, so we let the download commence while we sleep. "You mean you left it running all night long???" Well, yea. I leave my pc running and it does fine, as does his laptop, so the system should have no problems being on while we sleep. Wake up to a crash screen. Oh joy. Reboot, and it seems ok..until we notice that the dvd drive makes this really loud noise now. He bought DOA4 used, and it has very very minor scratches, and as of last week, it hard locked 5 times in 1 night. My sister-in-law has been playing my copy of Fable TLC on the 360 like it's going out fo style, and we can't do the update for it because it hardlocks the system. We haven't called M$ yet, because frankly we're too scared to send the fucking thing back, if anything because we dont' want to lose the save files and games he's already bought (Gaunlet and Feeding Frezy).

And thus ends my little tell. Keep in mind that this is not my system, and about the only games I play on it is DOA4 and Hexic. Just thought I'd put my little story in.

On a side note, I have my buddy in Shizuyama looking to see much used 360s are over there for me. AFAIK, the games are region free and the dvd movies are region locked (at least our 360 is that way, because I tested it the other night on some of my reg2&3 movies I own master dvds of). Anyone know is the games being reg free is true?

[thorbahn3]

Microsoft should just do what Nintendo did for me when my DS had a dead pixel. They sent me a replacement DS. Then I put my dead pixel version in the box it came in, put on the label that was inside the box and drop it off at UPS. Took maybe a week and I could play my dead pixel version the whole time.

Instead of sending just a box, send a 360 inside the box and let Microsoft worry about the broken system. You could even see if the problem lies with your hard drive this way and maybe keep your saved data.

P.S. Nintendo took a credit card number incase I didn't send the broken system back. Then they'd charge me $149.99 (the MSRP at the time).

[doubledown]

NEVER send the HARD-DRIVE back. They even put....please send NO ACCESSOIRES with the console.

[Snake2715]

Microsoft should just do what Nintendo did for me when my DS had a dead pixel. They sent me a replacement DS. Then I put my dead pixel version in the box it came in, put on the label that was inside the box and drop it off at UPS. Took maybe a week and I could play my dead pixel version the whole time.

Instead of sending just a box, send a 360 inside the box and let Microsoft worry about the broken system. You could even see if the problem lies with your hard drive this way and maybe keep your saved data.

P.S. Nintendo took a credit card number incase I didn't send the broken system back. Then they'd charge me $149.99 (the MSRP at the time).

Initially that sounds like a good answer but here lies the problem...

When you have a 360 and it has enough problems to replace it, normally it doesnt work at all!

Although your idea would save on the waiting for it to arrive at MS side of things.

[grognard66]

This story lost all credibility for me when "Jaket" said that the MS support person sounded like he had Downs Syndrome. That's a cheap shot that reflects more on the writers attitude and morals, than the likelihood that MS dropped the ball in this fashion.

I don't know of anyone who has had a defective 360 (out of about 40 online friends), but the stories I have read on various forums have all been handled professionally and expeditiously. Of course, any company can screw up on occassion, but I suspect this idiot has an inherent bias and agenda. Generally, I find I get far better customer support when I treat the support person with respect...

I'm not entirely sure how someone can sound like they have Downs as opposed to any other speech impediment (or why that would even have any significance), but I think CAG should have at least had the foresight to edit that portion out. I've noticed a tendency for this site to bash MS (while not doing so for Nintendo or Sony) and this just further undermines the sites credibility in my mind.

[KaneRobot]

This doesn't exactly fill me with confidence since I'll be sending mine back within the next few days.

This story lost all credibility for me when "Jaket" said that the MS support person sounded like he had Downs Syndrome. That's a cheap shot that reflects more on the writers attitude and morals, than the likelihood that MS dropped the ball in this fashion.

The "idiot" is a moderator. Cheapy doesn't have idiots for moderators, which is a nice change of pace from most boards I frequent. The fact that he said the guy sounded like he has Downs Syndrome does absolutely nothing to tarnish ANYTHING that was said. It was a throwaway comment expressing just one aspect of what a pain in the ass this ordeal has been.

I suspect this idiot has an inherent bias and agenda. Generally, I find I get far better customer support when I treat the support person with respect...

Uh, I seriously doubt he said "dude, you sound like you have Downs" or something while on the phone.

I've noticed a tendency for this site to bash MS (while not doing so for Nintendo or Sony) and this just further undermines the sites credibility in my mind.

They're "bashing" them because they've screwed a lot of things up! I really don't think anyone would say it's a bad system other than the most devout Sony or Nintendo fanboy morons; but that doesn't excuse the fact that a lot of mistakes have been made with the launch and there are a lot of technical issues popping up.

I'm pleased with the system, but I sure as hell wish I didn't have to send mine back, and I'm sure the inexcusable large number of owners who also had to agree. Enough with conspiracy theories on how people are only against the 360. People are against everything.

[CAG 79]

This story lost all credibility for me when "Jaket" said that the MS support person sounded like he had Downs Syndrome. That's a cheap shot that reflects more on the writers attitude and morals, than the likelihood that MS dropped the ball in this fashion.

I don't know of anyone who has had a defective 360 (out of about 40 online friends), but the stories I have read on various forums have all been handled professionally and expeditiously. Of course, any company can screw up on occassion, but I suspect this idiot has an inherent bias and agenda. Generally, I find I get far better customer support when I treat the support person with respect...

I'm not entirely sure how someone can sound like they have Downs as opposed to any other speech impediment (or why that would even have any significance), but I think CAG should have at least had the foresight to edit that portion out. I've noticed a tendency for this site to bash MS (while not doing so for Nintendo or Sony) and this just further undermines the sites credibility in my mind.

I don't know about Microsoft's customer support but there are other CS people that really do sound like they have some kind of disease or that they think that you're an idiot. I remember calling SBC Yahoo DSL customer support line and they started asking me stupid questions like: "Is your computer plugged in?" "Is it turned on?". I hanged up and managed to solve the problem myself.

[Snake2715]

I don't know about Microsoft's customer support but there are other CS people that really do sound like they have some kind of disease or that they think that you're an idiot. I remember calling SBC Yahoo DSL customer support line and they started asking me stupid questions like: "Is your computer plugged in?" "Is it turned on?". I hanged up and managed to solve the problem myself.

You know not to get this off topic but wouldnt it be fun to play with the support person. Plugged in? How do I do that? I thought the box said wireless?

Then when you all done say something like you just got punk'd or any other single word you can come up with.

[kaw]

In general, customer service sucks just about everywhere anymore. Downs Syndrome or not, I'm just happy when I get someone who speaks English as their first language.

[Strell]

If you think an idiot can't attain a job as moderator, you're really not paying attention hard enough around here. I will say the grand majority here do their job incredibly well, far above many other sites I either go or have gone to, but to say the former is ludicrous.

[Mookyjooky]

I remember when I made my thread and all the assholes came out too. I believe Doubledown was one of them, which makes me smile everytime I think of the problems he had.

[Spoon_si]

I seen 25+ 360 system, belonging to friends & family, not 1 of them I ever came across was ever defected since lanuch... I guess if a few people has a broken system, they make it seem, like the whole world is..

[norkusa]

It's too bad that you went thru all that but at least Microsoft kept in contact and was nice with you. Sending you the pre-paid shipping box and giving you a free wireless controller + 1 month of Live was pretty classy.

What did Sony give to people who sent back all those busted PS2's? They even made them pay for shipping, didn't they?

[PKRipp3r]

The "idiot" is a moderator. Cheapy doesn't have idiots for moderators, which is a nice change of pace from most boards I frequent. The fact that he said the guy sounded like he has Downs Syndrome does absolutely nothing to tarnish ANYTHING that was said. It was a throwaway comment expressing just one aspect of what a pain in the ass this ordeal has been.



.
not for nothin'.... and i respect CToTheDizzle but being a moderator doesn't disqualify you from being an idiot

not by a long shot

[Mookyjooky]

I seen 25+ 360 system, belonging to friends & family, not 1 of them I ever came across was ever defected since lanuch... I guess if a few people has a broken system, they make it seem, like the whole world is..

You actually know 25+ people personally who have an Xbox 360? Wow, I know like 5 at most... you must hang with all the high rollin gamers..

Out of the 5 (including me) - 4 had errors.

[chimpian]

ya gotta give Jaket props for not completely losing it a few times there.

brand new system, brand new games and it is a door stop as he so wonderfully put it.

good job keeping a cool head :)

[Fallout911]

I will buy the 360 when it goes down in price AT LEAST twice.

[Graystone]

I would be so filled with anger that I would turn into the hulk and start smashing M$ offices and factories. I have no problem with sending something out for repair. But how fucking hard is it to fix it the right way the first time.



And this is why I'll buy my 360 at Costco, if the piece of junk dies on me one or two years from now, I'll be able to take it back to the store no problem.

I so agree here this is why I when I get a 360, I will be getting my from walmart. Anything goes wrong with it they will replace it in a heartbeat no matter the length from time of purchase. I worked at walmart while working at a supercenter they took back anything including; a rusty "gold" braclet, dead plants, food, and I'm sure if you pressed them enough you could return dirty diapers.

[PittsburghAfterDark]

I can't speak to 360 service problems but I did have my Xbox DVD drive replaced last summer due to lots of difficulties reading certain disks and scratching them to hell in the process.

Here was the process for me.

1. Phone call to 4MY XBOX.

2. Discussion of problem.

3. Telling them what I wanted done, I knew it was the DVD drive, it was a Thompson.

4. They tell me they could fix it for $79.90. I tell them there are people online doing it for $59.90 & their warranty didn't matter to me as I was getting a 360 in 5 months. They lower the price to $59.90 and give me the shipping info.

5. I box my Xbox up at the Fed Ex store, ship it on a Saturday. $7 for packing and shipping.

6. I go on vacation for the week.

7. Xbox is at my property manager's office when I get home.

8. HDD save files are intact, new Hitachi drive, completely cleaned, dust removed from fan intake and inside plades, second replacement power cord (The one with the red button switch.) is sent back even though I didn't need it. Further 1 year warranty.

I was more than happy with MS's customer service and thought they did a fantastic job all the way around. I mean who negotiates service rates?

The difficulties now I think are just to do with the fact that it's a new product and the CSR's just aren't as familiar with symptoms and solutions as they were with the Xbox. They're learning the ins and outs just as you are.

[kaw]

It's too bad that you went thru all that but at least Microsoft kept in contact and was nice with you. Sending you the pre-paid shipping box and giving you a free wireless controller + 1 month of Live was pretty classy.

What did Sony give to people who sent back all those busted PS2's? They even made them pay for shipping, didn't they?

He never got the free one month or the controller. I think they teach that on day one at CSR training...

Tips for getting a customer off the phone: Promise to send disgruntled customer free stuff that you have no authority or intention of giving away.

[Number83]

Luckily I've never had a problem with with my 360, but I can only assume that it could get frusterating. Hang in there, it's worth it! And some day this will make a fine story on CAG...

P.S. Anyone who refers to Microsoft at Micro$oft or M$ definately has issues with either Microsoft or Bill Gates, bordering if not stepping over the line of "Fanboy". I just don't understand why...And I don't mean that sarcasticsally. I couldn't do my job without Microsoft and when Bill Gates dies, he's only leaving his children $10 million each. The rest (Billions) is going to charity and his foundation!

[terribledeli]

I've had no real problems with the customer service.

The biggest snag I ran into was that the service reps have zero concept about the products. I purchased Astropop when it was leaked. I accidently closed the download window, went to redownload it and it was gone. Called the customer service line. He checked his records and returned 300 points (out of the 800 points I paid). He then tells me I should go on now to try and download it again. I spent five minutes on the phone explaining that the download was removed. I know Microsoft may be a big company, but I'd expect service reps to know what is currently available for their console.

[flybrione]

My launch console froze up after the first day constantly. I called MS and we went through the steps to see if it could be fixed over the phone.

After we figured out it was a hardware or hard drive issue I was issued the DHL box which arrived on Monday, I placed the initial call on Friday.

I packed up my 360 and sent it out and got my replacement in 7 days. Still works today and has only froze up once or twice. Their customer serivce was very helpful and very friendly in my experiece.

I know everyone has different experiences with customer support but I found Ms to be very helpful.

[zewone]

Thanks M$, because of you I got to play 2 months of Live without having to worry about playing with Jake.

[Kyo]

I don't know about Microsoft's customer support but there are other CS people that really do sound like they have some kind of disease or that they think that you're an idiot. I remember calling SBC Yahoo DSL customer support line and they started asking me stupid questions like: "Is your computer plugged in?" "Is it turned on?". I hanged up and managed to solve the problem myself.

You have no idea how many computer-illiterate users there is.

One user had the electricity went out in his house and called tech support when his computer didn't work...

[0192837465]

I so agree here this is why I when I get a 360, I will be getting my from walmart. Anything goes wrong with it they will replace it in a heartbeat no matter the length from time of purchase. I worked at walmart while working at a supercenter they took back anything including; a rusty "gold" braclet, dead plants, food, and I'm sure if you pressed them enough you could return dirty diapers.

sounds like good advice.

[Barnolde]

I sent mine back and got a replacement in about 10 days. Aside from 1 dumb customer service lady who told me to call my ROUTER company about the bad NIC in my 360, everything was fine.

[Jaket]

This story lost all credibility for me when "Jaket" said that the MS support person sounded like he had Downs Syndrome. That's a cheap shot that reflects more on the writers attitude and morals, than the likelihood that MS dropped the ball in this fashion.

I don't know of anyone who has had a defective 360 (out of about 40 online friends), but the stories I have read on various forums have all been handled professionally and expeditiously. Of course, any company can screw up on occassion, but I suspect this idiot has an inherent bias and agenda. Generally, I find I get far better customer support when I treat the support person with respect...

I'm not entirely sure how someone can sound like they have Downs as opposed to any other speech impediment (or why that would even have any significance), but I think CAG should have at least had the foresight to edit that portion out. I've noticed a tendency for this site to bash MS (while not doing so for Nintendo or Sony) and this just further undermines the sites credibility in my mind.

Saying he sounded like he had downs syndrome was just a way of describing what i was hearing. I was respectful to all the CSR's throughout the process, even though i completely had the right to lose it on a couple occasions.

thanks for the backup everyone haha

[Jaket]

Thanks M$, because of you I got to play 2 months of Live without having to worry about playing with Jake.

hahahahaha i hate you zew

[LinkinPrime]

You should send a letter/email or both to XBOX with the exact events as you have in the OP and demand compensation for lost time/frustration. Hopefully they'll hook you up with the controller as promised, the live month, and maybe even a game.

[ryan838]

Luckily I haven't had any problems with my 360. However, I did have problems with my xbox. I bought it back in Feb 2002 and it died on me sometime last year. I couldn't get it to display anything. I was worried about my harddrive being erased since I couldn't back my stuff up. So I call MS and their CSR keep telling me to back my stuff up on a memory card before I send it in which I couldnt do since I couldnt get it to turn on. They didn't understand that though. I had downloaded the extra packs for PGR2 so those were lost. I get my xbox back and everything is erased. I had over 70 game saves and 3 years of saves on there. I called MS 3 more times trying to get them to let me redownload the PGR2 packs for free since I had paid for them already but they wouldn't let me. I didn't have my xbox live account any more at the time so thats why I couldn't redownload them. For some reason I couldn't recover it. Needless to say I understand what you went through and it sucks.

[Roufuss]

No offense to Cheapy or anything, but it seems like the majority of posts he writes is very much anti microsoft / xbox.

If anyone else was the OP, this would have already degraded into a flame war, the OP would have been called a few names, and this thread would have been locked.

[Altered Beast Returns]

I might as well post my story...

I got my 360 at the "second launch" at best buys, right before Christmas. I played it a good deal, up till the begining of this Spring semester. My 360 was collecting dust till my spring break (not that I didn't like it, I just didn't have the time). GRAW just came out, and I was sick for my break, so it sounded like a good time to get some 360ing going. Two days into the break, I get the ring of death.

I went to MS website, and did all the things they say to do, check the power cords, take off the HDD, etc. Nothing worked. I called CS, and they had me do the same things again, and again, nothing worked.

So the guy said he'll send a box out, and to not put any accessories in, and to take off and hold onto the HDD.

Two days later, I get that crappy little box to send my 360 back in...and within a week later, I got a different 360 back. I dunno if it is new, but I can see that the S/N is different, and there was that protective plastic over the IR lense and the disc drive. I just picked up Oblivion, and have been having 4 hour game sessions, and my new 360 seems to be handling it fine.

I have to say, I'm glad to see that MS was using their supply to replace consoles for existing 360 owners as quick as possible, instead of sending most of that stock to stores to get new sales. Also, IIRC, didn't Sony charge for DREs on the PS2? Good to see that this process didn't cost me any money (as it certainly shouldn't have).

[daphatty]

Someone in my 360 Gellin poll had to send their system in 5 times! Can't remember who it was though.

[AshesofWake]

when my 360 died, i sent it out on a monday and got a new one on friday, i was blown away by the service and turn around rate, but then again not everybody has the same experience, most people dont get it so fast.

[Kingjay89]

Mine crashed with the ring of death. I sent away my 360 on a Monday night, and got it back on that Friday, and it works perfectly. I was really impressed that it took that quick, and all of the equipment has worked flawlessly

[retail sucks]

I believe the whole "only 3-5%" of x360 are faulty statement by MS reps is BS. I've read and heard of way to many ppl on forums speaking about returning their x360 1, 2, & more before they get a working for it just to be 5%.

When paying a base price of at;east $325-430 there is no excuse for this. If the original Xbox was a true learning tool for MS, a x360 breaking should be barely unheard of. And when it comes down to it, all it was about was "rushing" to beat the compitetion, resulting in more cost for MS, a crap launch of the x360, pissed off consumers, shortages, and more skeptical consumer not buying.

LOL, I wouldn't doubt the reason for the "shortage" was because of the overwhelming demand of "replacement units" needed, and not just the buy demand.

All problems will have to be cleared up with the system with a price drop before I buy a x360.

[LinkinPrime]

I believe the whole "only 3-5%" of x360 are faulty statement by MS reps is BS. I've read and heard of way to many ppl on forums speaking about returning their x360 1, 2, & more before they get a working for it just to be 5%

Most people post to complain because they dont have their X360 to play with and they are angry and frustrated. The people that own them and never had a problem dont post on forums because they are playing and because they dont have a problem. I've had mine since 11/22/05, no problems what so ever. This is just a "squeeky wheel" issue, it seems like a lot but im pretty sure that its not.

[blackjaw]

No offense to Cheapy or anything, but it seems like the majority of posts he writes is very much anti microsoft / xbox.

If anyone else was the OP, this would have already degraded into a flame war, the OP would have been called a few names, and this thread would have been locked.

how is it anti-MS or fanboyish to post a true story about MS customer service or to post the facts that MS is sucking in Japan?

[retail sucks]

how is it anti-MS or fanboyish to post a true story about MS customer service or to post the facts that MS is sucking in Japan?


True. I own an original Xbox. I bought it in January 2002, play it everyday, not one problem, but others did have problems with the original, just like the 360, so it's not like he's crapping on the titles that are out, but mechanical / technical problems are a different story.

I'd have a shit fit too if my system broke right after buying it new. These guys should be playing their 360, and never should have problems with the system, if it was up to standards.

Llike I said before, for $400 I expect it to work bug free, and last the full systems life cycle of games atleast system.

Hell I still have my families original Atari 2600. bought in 1984, & it still works, why shouldn't we except the same from MS too & 360?

[blackjaw]

True. I own an original Xbox. I bought it in January 2002, play it everyday, not one problem, but others did have problems with the original, just like the 360, so it's not like he's crapping on the titles that are out, but mechanical / technical problems are a different story.

I'd have a shit fit too if my system broke right after buying it new. These guys should be playing their 360, and never should have problems with the system, if it was up to standards.

Llike I said before, for $400 I expect it to work bug free, and last the full systems life cycle of games atleast system.

Hell I still have my families original Atari 2600. bought in 1984, & it still works, why shouldn't we except the same from MS too & 360?

exactly, i just called up MS and cancelled my original xbox's Live subscription and the dude was real cool...of course he tried to get me to upgrade and get free games and stuff for another year, but he wasnt pushy

on the other hand i had a bad experience last year when my HDD reformatted itself for no reason and they kept sending me DOA xbox's (2 in 2 weeks)...every service rep i talked to was snotty and wanted nothing to do with my problem...i hated MS with all my guts for the month it put me through that crap

telling these two stories doesnt mean im anti-MS or being fanboyish becuase of the crap service i got from MS, it just means ive had a bad experience with them and a good one

some people will cry fanboy for no reason at all....its pretty silly

[VanillaGorilla]

how is it anti-MS or fanboyish to post a true story about MS customer service or to post the facts that MS is sucking in Japan?
Because ANYTHING Cheapy posts about the Xbox or Microsoft is always negative. And you seem vaguely familiar to me...

[racerman8]

I have boot up problem with my Xbox 360. Some times it just won't boot up at all without any red light. Some times with 1 red flashing light with a error message on the screen. It always work after turning it off and back on again. I called tech support, and the lady said maybe it is the HDD and try booting up with it off. Same thing happens. I didn't bother calling back to get it fix. I got 2 years warranty on the bloody brick. Just going to exchange for a new one when the warranty is going to expire or this holiday period when people are wanting to buy the PS3 or Revolution and will have tons of Xbox 360 in stock.

[blackjaw]

Because ANYTHING Cheapy posts about the Xbox or Microsoft is always negative. And you seem vaguely familiar to me...

suck it trabek!

[grognard66]

how is it anti-MS or fanboyish to post a true story about MS customer service or to post the facts that MS is sucking in Japan?

It's anti-MS and fanboyish when you ONLY post negative things about MS and only post positive things about Nintendo and Sony. I don't have a problem with a moderator posting a negative experience as long as the overall coverage is even-handed. I've been visiting this site for well over a year and cannot recall a single positive MS front page post.

Where were the negative posts and sarcastic comments about Sony intentionally lying to their fanbase about the launch date on the PS3? They knew before the end of last year that they would never make a Spring launch, but they kept pushing that to try to keep their fanbase from switching to the 360. People are willing to wait a few months for a product, but when you have to wait an entire year to play the type of games you see your friends playing, corporate loyalty doesn't seem so important.

Of course there were shortage issues with the 360 launch and some faulty units. There were also shortage issues and quality problems with the PS2 and there will no doubt be shortage issues with the PS3. Well, maybe if they end up selling it for $600 there won't be shortage issues!

[Strell]

It's anti-MS and fanboyish when you ONLY post negative things about MS and only post positive things about Nintendo and Sony. I don't have a problem with a moderator posting a negative experience as long as the overall coverage is even-handed. I've been visiting this site for well over a year and cannot recall a single positive MS front page post.

Where were the negative posts and sarcastic comments about Sony intentionally lying to their fanbase about the launch date on the PS3? They knew before the end of last year that they would never make a Spring launch, but they kept pushing that to try to keep their fanbase from switching to the 360. People are willing to wait a few months for a product, but when you have to wait an entire year to play the type of games you see your friends playing, corporate loyalty doesn't seem so important.

Of course there were shortage issues with the 360 launch and some faulty units. There were also shortage issues and quality problems with the PS2 and there will no doubt be shortage issues with the PS3. Well, maybe if they end up selling it for $600 there won't be shortage issues!

....Wtf does any of that have to do with a guy talking about a broken machine?

And are you just not paying attention about sarcastic remarks, or do you just want them evenly displayed on the home page?

[retail sucks]

Of course there were shortage issues with the 360 launch and some faulty units. There were also shortage issues and quality problems with the PS2 and there will no doubt be shortage issues with the PS3. Well, maybe if they end up selling it for $600 there won't be shortage issues!



Game Daily Biz
4/05/2006

http://biz.gamedaily.com/industry/feature/?id=12329

PS3 to Cost 500-600 Euros, says SCEE VP

The President of Sony Computer Entertainment France has reportedly discussed the price of the PlayStation 3 with a European radio station, Europe 1. George Fornay, who is also an SCEE VP, says that the console could be as much as 600 Euros or about $735. Ouch.

Doing a strict currency conversion to U.S. dollars gives us a range of $612 to $735. As past console launches have taught us, a straight up currency exchange rarely yields the price that will be assigned to the console in another country. Quite frankly, we'd be shocked if the PS3 cost more than $700 in North America.

[Mattte]

I guess I'll share a story as well.

Back when I transfered my Gamertag to the 360 I wanted to cancel it so I called up MS, went through everything canceled it, thinking everything was over.

Month later we get a charge on our credit card bill for $49.99. Call up yet again cancel again. "Thank you sir, you should be seeing a refund on your statement"

....month later we get another charge for $49.99. This time I call up and cancel, but we never get the credit for it. Then they decide to charge us yet again for another year subscription. So we end up having $100 in charges we shouldn't have.

Call up MS rep again tell him about everything and he tells me to wait a while, since the refund may have not went through right away.

About a month ago we finally got the refund for the first charge but still are awaiting the second refund.

In the future Microsoft is never getting a credit card number of mine again.

[yuy104]

It's anti-MS and fanboyish when you ONLY post negative things about MS and only post positive things about Nintendo and Sony. I don't have a problem with a moderator posting a negative experience as long as the overall coverage is even-handed. I've been visiting this site for well over a year and cannot recall a single positive MS front page post.

Where were the negative posts and sarcastic comments about Sony intentionally lying to their fanbase about the launch date on the PS3? They knew before the end of last year that they would never make a Spring launch, but they kept pushing that to try to keep their fanbase from switching to the 360. People are willing to wait a few months for a product, but when you have to wait an entire year to play the type of games you see your friends playing, corporate loyalty doesn't seem so important.

Of course there were shortage issues with the 360 launch and some faulty units. There were also shortage issues and quality problems with the PS2 and there will no doubt be shortage issues with the PS3. Well, maybe if they end up selling it for $600 there won't be shortage issues!

I'm saying this based on nothing.
When did the PS2 launch? when did the CAG website start? IMHO there's more anti-ms posts because 360 just came out and there seems to be lots of tech problems. If CAG started before PS2's launch (did it?) I'm sure there's posts about PS2's tech problems. There's no anti-nintendo because if you get a dead pixel on the ds, they'll give you a new one... can't hate nintendo for that. I'm sure when the PS3 launches and there's problems, Cheapy will post negative things about it.
I'm not like anti-ms, I like PS2 better because of the games. If a game I like comes out for both XBox and PS2, I rather get it for my Xbox because the graphics looks better on my hdtv. As for the 360, I'll wait and see what other games they'll make. $60 for fighting games like Rumble Roses and DoA4 just isn't worth it in my mind.

PS. There's no postive posts because machines don't deserve positive posts, its all about the games.

[CheapyD]

Because ANYTHING Cheapy posts about the Xbox or Microsoft is always negative. And you seem vaguely familiar to me...

This one wasn't...
http://www.cheapassgamer.com/archives/-cheapyd-visits-the-xbox-360-lounge-and-harajuku.php

[graf1k]

Microsoft customer support has always been top notch when I've dealt with them. Quick response, fast shipping, everything taken care of.
Co-sign.

My 360 had to be replaced 3 times, but they were fast and very courteous each time, I have to say.

[red_devil3]

Wow I had a similar experience with. Back in September '05 I signed up for Xbox Live with the 2 month free trial. After the 2 months ended I went on the $5.99 a month plan. In December I decided I didn't need the service, I called MS and they said they cancelled it and everything, and I received an email.

About a month later a friend of mine gives me another 2 month trial, and I decide to use it since I will be getting Winning Eleven 9 soon. After that trial ends I decide to go on the monthly service again, since I'm enjoying WE9. They charge me $5.99 for the service and to my big surprise I find out that they have been charging for the account I cancelled back in December! I have been charged for 3 months of service which I didn't even use! Granted, I should have checked my credit card statement but I rarely use that one. I decide to call up MS and tell them about it. They said we don't give refunds on the monthly service and I just tell them to cancel the account. Keep in mind I still have another gamertag.

I'm thinking everything's going to be fine, but they charge me again for it next month! I call them up again and they say they are sorry about it. I tell them to cancel both of my accounts now. I don't need their freakin service. They said how about we give you a free game and you continue one of your accounts. They offered Project Gotham Racing 1, Links and all the other crappy $10 games. I said no just cancel it. He says it's done.

I called them up earlier this month just to make sure that they don't charge me again. He says not to worry. I hope nothing shows up on the credit card later on. I have filed a report with my credit card company so let's see what happens.

MS swindled about $24 out of me. It's funny how I used 2 free 2 month trials, yet it feel's like they found out a way to charge me for those.

Fuck Microsoft.

[Monsta Mack]

... and still no problems with my 360 here. The PS2 had problems, hell the Dreamcast had problems. Every launch system had problems. It was just the way MS customer support has handled the problems. I'm assuming with less issues now, that their tech support is alot better. But Jaket's experience pretty much sucks, and I can only hope his 360 stays tight for once.

[arthurRWD]

Well, I bought another 360 tonight since I was over my initial anger at the system. There's some storms here tonight, so I'm not hooking it up (just in case) until tomorrow. I'm really hoping this one works, and I don't have to see the bloody ring of red hell again.

[Flamegames]

A buddy of mine bought one of the original Xboxes(not 360) and he ran it over with his car on accident, he dropped a shelving unit on it and it is one of his best xboxes to this day. The whole top shell is removed. You sort of just put the disc on and then the magnet piece on top the disc. It is freaking hilarious. You can watch the disc spin the whole time you play. The wires were cut and part of it was smashed in but he just taped them back up and it still works like a charm. All the guys I know who have the 360s (5) none of them have the ring of death. 3 of them picked up first batch systems. I remember about 12 of my friends returning the broken ps2 right away also... This is what scares me about the Ps3 at a $600 + price tag...To get it home and have a ps2 moment.

I used to work some microsoft shows and the people at microsoft are so freaking awesome dude. They toss merchandise around like candy. I had so many PC games that weren't even coming out for months...of course I ebayed most of them =). I don't really like to talk negative toward companies that are making a lot of money off me...If they sucked that bad, stand up for your principles and don't ever touch a microsoft product again. To piss and moan and not make a stand just says you are a pussy or don't really believe what you piss and moan about. Yes, be upset about the events, but don't hate on a company constantly that you are keeping in business.

[retail sucks]

My 360 had to be replaced 3 times, but they were fast and very courteous each time, I have to say.

This has nothing to do with customer support, they've aways been nice with me, once a rep & I sat on the phone for 40 minutes just BS-ing about games. Very friendly experience.

Though the thing is, I can understand it having to be replaced once, but 3 times? Come-on. They should've got that right the first time. Do they not even trouble shoot or test the damn things before they send them back to the public?

IRT red_devil 3: That's exactly why I haven't used LIVE so far, the credit card, and auto billing your subsciption when it runs out. I've even had a 12 subscription card unused from the last Mountain Dew Points Promotion, 2 years now. I had a ID theft attempt through Pay Pal once, ever since my banking info has stayed of the net.

I will get LIVE soon though, and maybe a seperate debit card account for online purchases too, keeping a minimum of $50-75 in it at a time.

[UncleBob]

Let me repeat that...we NEVER moved the system and it was scratched to SHIT. Called Microsoft, and they said that we HAD to have moved it, because that's the only way that the game would have been scratched. Went and returned the game to Walmart and got an exchange.

I hate to say it, but that's complete bunk.

We have a 360 Demo Kiosk at my place of work. The thing sits horizontal, in a glass case, where it cannot be moved, bumped or anything.

I pulled the Demo Disk out the other day and you should have seen how scratched up the thing was...

[ryoga79]

Let me just say that my post isn't anti-microsoft. Hell, I bought my original Xbox used in september of 2003 and it's worked perfectly for me (with the exception of that damn College Hoops 2k5 harddrive glitch). I own 6 games for my ps2, and close to 30 for my Xbox. Depending on how much my settlement is for my workman's comp case (pending), I'm going to most likely pick up a 360 (just not sure if it'll be here in the US that I buy one, or in Japan. ^_^). In all honestly, I'm probably an anti-Sony person, since I almost refuse to buy a psp (lack of games that I really care about, short of Hot Shots and GTa) and probably won't buy a ps3.

[graf1k]

This has nothing to do with customer support, they've aways been nice with me, once a rep & I sat on the phone for 40 minutes just BS-ing about games. Very friendly experience.

Though the thing is, I can understand it having to be replaced once, but 3 times? Come-on. They should've got that right the first time. Do they not even trouble shoot or test the damn things before they send them back to the public?

I'm not saying that since they were nice about it all that it erases the problem. Sure, I was pissed every time my 360 died and I really think MS should have done better quality control or something to prevent it. But still, it has to count for something that they replace it so fast and are generally pretty good about making up for their initial mistakes.

[lukenot]

I just want to add a bit to this discussion. Even though my issue is not with MS, it may help someone purchasing a console in the near future.
I purchased my unit day 1 from Kmart. This was the only location in the Milwaukee area that still had units available, so I camped it for a few hours and lucked out.
While paying for the system, there was both the store manager and associate really pushing the product replacement plan. This is called the Smartplan at Kmart, and I believe Sears uses the same plan since they are owned by the same company. I was told that this plan ($19.99) for one year allows me to walk in the store if I have any issues at all with the unit and exchange it for a new unit, no questions asked.
Last Saturday while loading up Burnout Revenge, I received the red ring of death. I wasn't too concerned since I have this plan. Next day, I call all the area Kmarts and none have the system in stock. I'm still not too concerned, so I call MS to see what options I would have there. They open a case, and mail me the prepaid box to mail the unit.
This morning, I was set to mail out the package to MS since Kmart still didn't have any systems. I checked one last time before walking out the door, and sure enough, they just got one in. I told them to hold it, explained my situation, and was off to Kmart.
I took the new unit up to the service desk, and was told I can't exchange since it is past 90 days. I explain the service plan, and still I'm denied. The very same store manager that pushed this plan on me is called up. He tells me I'm out of luck and I have to call this 800# on the plan. I'm stunned since this is the muther scratcher that sold me the damn thing. With nowhere near being resolved, the store manager says "There's nothing I can do." and he walks away.
I call the 800#, and since this item is over $200 it goes from an exchange plan to a service plan. Closest service to Wisconsin is Pennsylvania - convenient. After explaining the situation to the Smartplan person, I find that the only thing this plan offers is some third party to attempt to fix your unit - MS already offers that for free.
Needless to say, I returned the Smartplan - also a pain in the ass since it was past the 90 days. Still fuming, I called the nationwide customer service line for Kmart - which is in India, and launched a complaint agains the store manager for misinforming me.
I'm not sure if I'm more upset with my local Kmart, or this worthless Smartplan that people may get suckered in to buying. I will never again shop at Kmart. I may be overreacting, but I hope this helps someone avoid being lied to about this shitty plan.
I hope it goes better with MS - sent the package in after all this.

[KaneRobot]

I stopped into an EB today and to my surprise an old friend was working in there. I asked him about the recent problems I had with the system (seen here (http://www.cheapassgamer.com/forums/showthread.php?t=90138) and he fed me a line about needing to replace the power cord. Mind you this is not some guy I just knew casually, we were pretty good friends so he wouldn't be feeding me bullshit. It's unfortunate that the MS company line has spread to some game store employees as well, possibly because they don't know any better.

not for nothin'.... and i respect CToTheDizzle but being a moderator doesn't disqualify you from being an idiot

not by a long shot

I didn't say "being a moderator disqualifies you from being an idiot." I said Cheapy didn't bring in idiots to be moderators on this forum. This is true.

If you think an idiot can't attain a job as moderator, you're really not paying attention hard enough around here.

Yeah, I guess I should meticulously research every post made here like you apparently have the time to do. I've yet to see any abuse of power.

You guys seems to have a case of the e-penis envy in regards to your status here. Unless you're going to name names - and as long as you can do it in a way without using the word "gay" or calling names, there shouldn't be a problem - knock it off.

[retail sucks]

I'm refering to the the OP statements, about someone sounding like the were retarded as a rep for Xbox. It's a useless fact, and I've never had such a experience. When your pissed off, there is nothing they can probably say that is pleasing to your ears, lol.

But the replacement ordeal is wrong. He should get the controller & extra months of LIVE for free, for his troubles, counting the extra mess ups, as MS promised.

[Scorch]

A buddy of mine bought one of the original Xboxes and he ran it over with his car on accident

How? Even Slidecage isn't that stupid.

[Strell]

I said Cheapy didn't bring in idiots to be moderators on this forum. This is true.

Yeah, I guess I should meticulously research every post made here like you apparently have the time to do. I've yet to see any abuse of power.

If you're going to be hostile, just give up the argument to begin with.

Can't dig yourself out of a hole with more digging, kid.

[Brak]

Xbox 360 Customer Support -- One Boy's Story*

[OntheDL]

Gaming-skill wise, you're just as good, if not better, when the 360 is no where in sight.

[shawagg]

Dudes MS is the worst at honoring these offers.

In the past MS has offered me
1. A free game for 2 Live referals
2. A free month for beta testing Live
3. $20 for 2 live referals
4. $50 MIR for the wireless adapter

Out of all these I have not gotten a single thing from MS!

I haven't bought a 360 yet and this is a major reason why. Piss poor customer service and out right fraud aren't to applealing to me.

[screwkick]

I just want to add a bit to this discussion. Even though my issue is not with MS, it may help someone purchasing a console in the near future.
I purchased my unit day 1 from Kmart. This was the only location in the Milwaukee area that still had units available, so I camped it for a few hours and lucked out.
While paying for the system, there was both the store manager and associate really pushing the product replacement plan. This is called the Smartplan at Kmart, and I believe Sears uses the same plan since they are owned by the same company. I was told that this plan ($19.99) for one year allows me to walk in the store if I have any issues at all with the unit and exchange it for a new unit, no questions asked.
Last Saturday while loading up Burnout Revenge, I received the red ring of death. I wasn't too concerned since I have this plan. Next day, I call all the area Kmarts and none have the system in stock. I'm still not too concerned, so I call MS to see what options I would have there. They open a case, and mail me the prepaid box to mail the unit.
This morning, I was set to mail out the package to MS since Kmart still didn't have any systems. I checked one last time before walking out the door, and sure enough, they just got one in. I told them to hold it, explained my situation, and was off to Kmart.
I took the new unit up to the service desk, and was told I can't exchange since it is past 90 days. I explain the service plan, and still I'm denied. The very same store manager that pushed this plan on me is called up. He tells me I'm out of luck and I have to call this 800# on the plan. I'm stunned since this is the muther scratcher that sold me the damn thing. With nowhere near being resolved, the store manager says "There's nothing I can do." and he walks away.
I call the 800#, and since this item is over $200 it goes from an exchange plan to a service plan. Closest service to Wisconsin is Pennsylvania - convenient. After explaining the situation to the Smartplan person, I find that the only thing this plan offers is some third party to attempt to fix your unit - MS already offers that for free.
Needless to say, I returned the Smartplan - also a pain in the ass since it was past the 90 days. Still fuming, I called the nationwide customer service line for Kmart - which is in India, and launched a complaint agains the store manager for misinforming me.
I'm not sure if I'm more upset with my local Kmart, or this worthless Smartplan that people may get suckered in to buying. I will never again shop at Kmart. I may be overreacting, but I hope this helps someone avoid being lied to about this shitty plan.
I hope it goes better with MS - sent the package in after all this.

NEVER EVER buy any replacement plan. They're all a lie to get more money from you to boost the stores margins. I learned that lesson back in 1996 when I bought a laptop from Bestbuy.

[Terabyte7]

And this is why I'll buy my 360 at Costco, if the piece of junk dies on me one or two years from now, I'll be able to take it back to the store no problem.

Sorry about your experience w/ Microsoft, as I don't think it's really on par with their normal amount of customer service. I had to call them recently on a Windows XP issue and they called me so much trying to get my problem resolved (it turned out to be a faulty network/hard drive combination that was corrupting downloads) it was like we were dating, or something...

Eww...dating Microsoft? You must feel so dirty...

[Michaellvortega]

What was the point of this thread? For people to argue? Most of us knew there where problems out there with launch systems and that's to be expected, also most of us know the customer service SUCKS no matter where you go or talk to. I feel bad that guys system broke and the way MS jerked him around, but unless you take names, times and other important information down, you will fail at resolving problems like this. Ive had similar problems like this with 3 PS2's(which I took care of greatly) and I have also had problems like this with Xbox Live accounts, I resolved all my problems by taking down the proper information and following up. It's not like some guy at MS customer service is out to get you(He cant be because I don't work there) So in order to make right what once went wrong and add more fuel to the fire that this topic started I say fuck YOU MICROSOFTDICKS! For you I will shove a Memory unit up my butt(between the checks only), cover it with glitter and send it in for repairs. That will equal out the karma No?

[thagoat]

This story lost all credibility for me when "Jaket" said that the MS support person sounded like he had Downs Syndrome. That's a cheap shot that reflects more on the writers attitude and morals, than the likelihood that MS dropped the ball in this fashion.

I don't know of anyone who has had a defective 360 (out of about 40 online friends), but the stories I have read on various forums have all been handled professionally and expeditiously. Of course, any company can screw up on occassion, but I suspect this idiot has an inherent bias and agenda. Generally, I find I get far better customer support when I treat the support person with respect...

I'm not entirely sure how someone can sound like they have Downs as opposed to any other speech impediment (or why that would even have any significance), but I think CAG should have at least had the foresight to edit that portion out. I've noticed a tendency for this site to bash MS (while not doing so for Nintendo or Sony) and this just further undermines the sites credibility in my mind. shut up bill gates! although my system works just fine, i had a faulty controller as well as a corrupted download. i called ms on both occasions, and seriously, i think a couple of the operators didn't know what a 360 was! getting the controller replaced was a long and tedious phone call, and the "corrupted data " call was a nightmare. i was shuffled from operator to operator on that one. the end result was "sorry". they had no solution for me. and the call quality was terrible, i don't know if theyre using cheap ass headsets, or tin cans. but i couldn't hear them and they couldn't hear me. overall, a very bad experience.

[Michaellvortega]

shut up bill gates! although my system works just fine, i had a faulty controller as well as a corrupted download. i called ms on both occasions, and seriously, i think a couple of the operators didn't know what a 360 was! getting the controller replaced was a long and tedious phone call, and the "corrupted data " call was a nightmare. i was shuffled from operator to operator on that one. the end result was "sorry". they had no solution for me. and the call quality was terrible, i don't know if theyre using cheap ass headsets, or tin cans. but i couldn't hear them and they couldn't hear me. overall, a very bad experience.

You look so calm chewing your bubble gum,yet such anger in your type. I like that, I do have to agree with jacket on this one, the way the article/thread was presented is diffrent from what I'd I expect from CD.

[KnightofHearts]

Microsoft customer support has always been top notch when I've dealt with them. Quick response, fast shipping, everything taken care of.
Ditto. It was torture but my came just like they said, although the first person I talked to was an idiot.

[Mr.Answer]

I had a very quick turnaround when my xbox fried, and the customer service rep was very helpful.

This is just my opinion, but I'm actually pretty surprised this thread was highlighted on the front page. There have been many 360 customer service threads and discussions and frankly many told of worse experiences while many told of great ones.

[SteveMcQ]

My call to the CS today went pretty well. Aside from having to send in my system, they were very precise with their instructions, helpful, and cordial.

[kill3r7]

shut up bill gates! although my system works just fine, i had a faulty controller as well as a corrupted download. i called ms on both occasions, and seriously, i think a couple of the operators didn't know what a 360 was! getting the controller replaced was a long and tedious phone call, and the "corrupted data " call was a nightmare. i was shuffled from operator to operator on that one. the end result was "sorry". they had no solution for me. and the call quality was terrible, i don't know if theyre using cheap ass headsets, or tin cans. but i couldn't hear them and they couldn't hear me. overall, a very bad experience.

The customer service seems to vary from case to case. As I had the same problem (broken controller) and they sent out a new one within a week. I called them up on Sat. morning (3/17/06) and the new wireless controller was delivered on Wed (3/22/06). Granted, the operator had no clue what I was talking about, but that's besides the point. She was polite and extremely helpful.

[Michaellvortega]

At least every time I call I get a American.

[grognard66]

shut up bill gates! although my system works just fine, i had a faulty controller as well as a corrupted download. i called ms on both occasions, and seriously, i think a couple of the operators didn't know what a 360 was! getting the controller replaced was a long and tedious phone call, and the "corrupted data " call was a nightmare. i was shuffled from operator to operator on that one. the end result was "sorry". they had no solution for me. and the call quality was terrible, i don't know if theyre using cheap ass headsets, or tin cans. but i couldn't hear them and they couldn't hear me. overall, a very bad experience.

Such a mature response. Yeah, I must be Bill Gates because I don't jump on the mindless "bash MS" bandwagon. Customer service is a struggle for all industries as it is generally a lower paying job and job retention rates are low (experience is far more important than training in that environment). This is not unique to MS or the gaming industry and we'll all find varying degrees of service.

It's a shame that you had issues with your data and controller, but that doesn't mean your experience is representative of what the vast majority of 360 owners have experienced. I think the 360 controller is the best console controller released to date. That's just my opinion.

My issue with this site is that they have such an obvious anti-MS bias. I visit this site for an early heads-up on gaming bargains as I'm a hardcore gamer (I own all systems) and try to save whenever I can - so I can buy even more games! :)

I see no reason for CheapyD and his clone moderators to throw in their biased opinions. I guess they don't realize that some of the companies they're trying to work out deals with for their members (Like EB, etc.) rely on sales of MS products for a significant percentage of their total sales and may not be receptive to continuing these bargains for such a biased site.

I think the fact that CheapyD lives in Tokyo is telling. He shares the same xenophobic mentality of that culture and won't give any American electronics product a chance. Where are the prominently displayed posts on dropped pixels on the PSP?

[SteveMcQ]

Yeah, Cheapy hates 360. Probably the reason why he was on for hours on Oblivion the other day. Probably was only playing it cursing the damned system. Or defecating on the system in some kinky way like most other Japanese 'cause he lives there right? :roll:

It's probably on the main page 'cause...gee...I don't know...it's the hot issue at the moment. Lots of people want the system. It's in demand. It's a well-known problem. This is a gaming site. 360 is a gaming console. Ergo....

[CheapyD]

Yeah, Cheapy hates 360. Probably the reason why he was on for hours on Oblivion the other day. Heh...caught me.
Mrs. Cheapy and I played it all day Saturday, Sunday, and Tuesday (she was home sick from work).



I guess they don't realize that some of the companies they're trying to work out deals with for their members (Like EB, etc.) rely on sales of MS products for a significant percentage of their total sales and may not be receptive to continuing these bargains for such a biased site. There is no bias. The stories that make the front page are there based on what I think will be interesting to our readers.
I have a fairly close relationship with EB/GameStop, GameFly and other retailers and not once have they ever mentioned anything to me about the content of an editorial. They don't care...trust me.

I think the fact that CheapyD lives in Tokyo is telling. He shares the same xenophobic mentality of that culture and won't give any American electronics product a chance. Where are the prominently displayed posts on dropped pixels on the PSP?
Are you saying that I moved to Japan because I hate American products or that I developed a hate of American products in the 5 months that I lived here? How can I be xenophobic of my own culture? That doesn't make much sense.

My PSP has no dropped pixels, but my DS has one that is Red 80% of the time.
(Oh, I wrote this (http://www.cheapassgamer.com/archives/value-in-the-psp-value-pack-a-cag-editorial.php)about the PSP "Value" Pack)

There is no question that currently, I am playing (and enjoying) my 360 far more than any other system.
Where did I ever post or say that I hate/dislike/disapprove of Microsoft or their Xbox or Xbox 360?

Man, its so late...I gotta go to sleep and have some sweet dreams of inferior American products.

[terribledeli]

It's probably on the main page 'cause...gee...I don't know...it's the hot issue at the moment. Lots of people want the system. It's in demand. It's a well-known problem. This is a gaming site. 360 is a gaming console. Ergo....

And they're an easy target right now. I enjoy my 360, but Microsoft did some awkward boneheaded things. We should able to discuss this kind of stuff without being labelled a fanboy or hater.

Whats the alternative? An editorial about how the PS3 might not live up to its expectations? And what if it did? People would be throwing that in his face for years to come.

I'd rather read about something that can be backed up with proof, rather than speculation from the magic speculation elves. In Japan. That live in his house. Under the chair. By the electric outlet.

[KaneRobot]

My call went ok today, they're sending me a coffin. I'm crossing my fingers for the rest of the process.

I'm going to hell for being a prick department: The first time I called, I think I got the guy who is mentioned in the OP that sounds like he has Down's.

....I hung up and called back for someone else :-?

[cruzincontrol]

I just encountered the same problem (red ring of death) about an hour plus ago while playing NBA 2K6--a rental from Hollywood Video. I just called and thanks to the link I tried all those Microsoft 360 website "suggestions". Of course it's a hardware failure! Only after owning the system a paltry 10 DAYS now has to be sent away ALREADY!..... I'm awaiting a "coffin" as well and I have to just sent the console only. The only good thing was I was able to manually eject the rental game out of the drive but while trying to find the hole I believe I might have popped something else. I believe I will be encountering some problems in the process to add to this thread in the future.

[SteveMcQ]

How many days did most of you get the box after calling? And then how many days from when you sent it in to when you got it back?

[Michaellvortega]

OK so here's a test guys. My xbox 360 just died today(4/14/2006) at 9:20pm, by 9:30 I have already talked to(Jermatta) at 18004MYXBOX and have a UPS return box on the way. I'm pretty bummed but, Jermatta was very nice and applogetic and promised to resolve the matter promptly. I would like everyone to Know that seconds after adding Millertime to my friends list it died(THANKS ALOT MILLER!)

[SteveMcQ]

Sent mine off today. Should I expect a notice from MS when they ship me back a system so I can be home to sign for it? Or do they just send it back whenever? A timetable would be nice.

[cruzincontrol]

Now to add to my continuing saga of Microsoft ineptitude:

Last night I had my friend bring over his Xbox 360 (since mine is on the ringer) and still had my console and parts. For shits I tried my power brick and accessories on his November (Launch) Xbox. With my power brick I noted the infamous RED RING OF DEATH with his system. Then I proposed to switch power bricks, using his power brick and using my console. VOILA despite a little clanging it worked. No mention of any of this type of "troubleshooting". I should be charging Microsoft "Flunkies" for solving this myself.

So I called them back and made sure he added those notes. In additon when I had my game stuck in the system the Microsoft Bitch I called on that wednesday night failed to give me any detailed description where to insert my "thing used to eat corn"(yes this was her actual description of a cornholder). There are so many damn holes on the face of the system due to this lack of detail wound up puncturing my infrared/remote sensor since I noticed it on my friend's system and missing on mine. Another strike on them. So I have to still send my system to get the infared sensor repaired and am awaiting a new power brick.

Also when I asked if a fan to attach to the system would benefit, the shill said "Oh we wouldn't recommend any since MICROSOFT HASN"T MADE ONE!!!" Oh dear god no, Microsoft hasn't made it!!! So I guess I'll just return my Pelican Fan Stand (which I got for $9.99 after using the $10 off coupon from the book) Right now, eh? What a fuckING ass.

SO MY MESSAGE IS THIS: IF YOU KNOW SOMEONE THAT HAS ANOTHER XBOX 360, YOU SHOULD TRIAL AND ERROR IT YOUR DAMN SELF, BECAUSE CLEARLY THESE MS ASSHATS DON"T KNOW BO DIDDLY JACK SHIT!!!!

[sado]

Oh come on guys this is a little farfetched....I mean I sent in my 360 5 times (replaced each time) before I finally got one that worked. I am still not completely sure it does actually, the hard drive slipped off of the 360 while I was carrying it and smacked the floor (MY TILE FLOOR), after looking at it closely the Harddrive never sits in correctly on the current 360 I have so theres no telling whether its the harddrive or the 360 that has a defective harddrive slot. So yay! I am so tempted to sell it on ebay.

Not to mention that the 2 out of the 3 wireless controllers I own for it now do not shut off when I turn off the console. I have to manually take out the battery to shut them off so they dont drain the batteries. Oh and lets not forget the fact that I recieved NOTHING for my troubles of having to send my 360 back 5 times - no points, no xbox live re-imburcement, nothing. I have never been so pissed off at a product ever in my life. I now own 7 games for the 360 that has caused me so much frustration and anger that I almost feel like taking it outside and smacking it with a sledgehammer. Atleast then I could tell the M$ customer support that it is completely dead.

Oh and the greatest part was when I tried to pay for the extended warrantee they denied it because it had been too long when "HOW THE FU** WOULD I BE ABLE TO KNOW WTF CONSOLE I HAVE WHEN THE 4+ MONTHS I HAD IT I WAS SENDING IT BACK AND FORTH TO YOU DUMBSHI***!"

[Maklershed]

This thread was linked at kotaku.com today ...

http://www.kotaku.com/gaming/360/cheap-ass-gamers-360-cs-nightmare-168456.php

[Zoglog]

too bad Kotaku sucks now. It keeps on trying to accessing some ip that times out and the articles are 50% useless or repeating shit over and over again.

[Robotron2084]

Reminds me of my story (sorry for the length of it):

Dec 24 Yah I new 360 premium pack. These are so hard to find. Crap, doesn't work. Freezes in 3 minutes. Phone a friend who got his in the same shipment and he has no problems. I decided it could be a "burn-in" issue so I wait...and get better at Hexic.

Dec 26 Games still freeze, phone MS. I'm told a box is on its way. Hexic score looks better.

Dec 30 Still no box. I phone MS and I'm told they didn't send one. Now they will. Wow placed in the top 100 in Hexic. Who's the man?!

Jan 1 MS has a reset and loses all my Hexic scores. I still have the achievements....but no scores. I phone and I'm basically told "too bad" I now hate Hexic (and B with that large score).

Jan 3 Box arrives and I ship within the hour. I phone MS and I'm told to wait 10 days after the "receive" it for my replacement.
Remember that word "receive".....it's gonna come back.

Jan 10 MS gets the system (yes purolator sucks and I phone to let them know). I wait 10 days. I buy stuff in anticipation. another wireless. Charge and play. Chiller mat. Dummy.

Jan 20 No system so I phone. I'm told they don't have my 360. I tell them they do. After much fighting and providing confirmation from purolator I'm put on hold for 30 minutes. Next I'm told "yes it showed up, but they haven't "received" it yet"
Huh? So when can I expect it. They won't say. I ask them to contact the service center. They say they can't. I tell them it's a lie because the last guy I spoke with on Jan. 3rd did. I'm told to wait 30 days.

Jan 21-22 I email everyone from God to the Devil hoping for some kind of help. I share my story, but I get no replies. Finally on the 22nd an email comes from someone in the Major Nelson camp asking for my serviceID. I provide it and go back to prayer.

Jan 25 My hard drive arrives. I phone. I'm told the rest is coming. Even my power supply? "Power supply?" uh-oh. Guess they have to ship me one of those now as well. Why did they ask for it in the first place?

Feb 6 My 360 arrives.....no power supply. It arrives later that evening. Nice system. Quiet, doesn't get as hot as the first one. I'm happy except for my Live subscription which is now expired and I'm told there is nothing they can do about it.

Feb 27 My 360 dies (red lights). I'm told to disconnect everything and wait until tomorrow. I do so.

Feb 28 Still dead. Now I'm told I have no warranty. WHAT?! I argue, after 15 minutes on hold another box is coming.

March 3 Box arrives and I ship it. Gamecube comes out of retirement.

March 16 Replacement arrives. Purolator guy looks familar. 360 is scratched, used and dirty. I clean the food stains off, curse and then hook it up. Noisy.....hot....bad.

March 17 It's dead. I phone to complain. I ask if this is what my $700 went towards. I'm told that shouldn't have happened. I agree. All I really want is my quiet system back. I beg. I say I'll wait for it to be fixed. I'm told they don't track the systems. Another box is on it's way.

March 22 Box arrives. Hey Purolator guy! How's the wife? 360 ships and I go back to the cube. Man this system rocks. I ponder if I have ever had a bad Nintendo system.....nope.

April 5 Replacement arrives. Purolator guy shaved. 360 is an older Hitachi drive. Looks new....kinda. Has stickers, but it looks kinda worn on the case. I phone. "Oh it's new". Yah. $700 for used trash.

Today....I'm afraid to turn it on. It works, but for how long. I don't want to get a live membership because MS won't re-imburse if I lose the system again. I don't want to buy any games. Hell all I really want now is my money back.

I have kept everything from every transaction with MS. My friends tell me to contact a lawyer. I hate lawyers, but I also hate crappy customer service.

[GF_Eric]

Timeline

* December 10th – System starts freezing on everything.
* December 15th – Called MS
* December 16th – DHL delivered empty box
* December 19th – DHL picked up Xbox 360 and shipped it to Texas for repairs
* December 22nd – Replacement Xbox 360 was delivered

And it has worked perfectly ever since. It has frozen on Oblivion 5 times in 80 hours of gameplay, but no other games have had a hiccup. "knocks on wood"

[Robotron2084]

Glad to hear that GF_Eric. Hope it keeps working for you.

I have two other friends who 360's.
The first bought his from the same batch as mine and his still works good.
The second won his from the Pepsi contest and he treats it like crap. It's his junk food stand. Drives me crazy because I baby everything I have....but he has never had a problem. Hell even his Condemned disc is cracked from the center half way up and it still plays (my system won't load it).

[cruzincontrol]

Today I received my power brick, but did not receive the ups airbill or tape to send back my defective one. So I called and got Ms. Apu Nahasapeemapetilon on the line who told me to baslcally "wait and see" if they want it back then call them again. Also I sent them my xbox on Tuesday on 4/18 and is due to arrive to them on Friday 4/21. We shall see.......

[sigloiv]

I recently had a very similar incident. I was actually playing the...whatever the WWII flight game was...and it froze. Shortly thereafter, I got the Red Light of Death, as you described it.

The next chance I got, I called Xbox tech support. The first person I got was an illiterate sounding woman who kept messing up while inputting my details on the computer. Being the kind of customer I am, I hung up on her.

The person I got was a guy who sounded totally cool, and didn't speak in the language that tech support generally reads off of their monitor. He explained that it was definately an internal issue, and that I could send my console back free of charge (a UPS label would be shipped out in the box he sent me--there would even be a piece of tape to seal the box up with). I'd have to remember to disconnect all games, accessories, and the hard drive before sending it back.

When the box arrived I noticed that it had been sent 3 Day Air through UPS. I sealed up my 360, patched it up with the complimentary label, and slapped the UPS label on, which I noticed contained the words "Next Day Air". They were not only paying for shipping, they were paying for fast shipping.

In about two days I recieved an e-mail that they had recieved my 360, along with a tracking number I could use. It also stated that there replacing my conosle, and that the new one would take 3-5 buisness days to arrive.

About 4 buisness days later, a brand-spanking new 360 came in the mail. I pulled it out, slapped on my hard drive, relinked my wireless controller, and was off and playing PGR3 in no time. I haven't had a problem since.

Anyways, I think my overall experience would have been awful had I not hung up on the woman at the beginning. I think it all just depends on who you get when you call tech support.

[Belgand]

I used to work for customer service for Gateway and quite frankly this sort of thing happened all the time. People would send in computers and get the wrong ones sent back or have it lost in shipping or lost at the place where we outsourced all of our repairs.

That said, some really great stuff happened with a frequency roughly analagous to that of the really, really screwed up stuff. One guy had his laptop shipped in, repaired, and shipped back to him the next day.

Still, this isn't uncommon. Just be glad that Microsoft isn't claiming that your system is obsolete so they won't even bother repairing it within warranty, they'll only replace it with something that's nothing like what you actually bought as policy (i.e. an old all-in-one low-end media center PC was replaced with a crappy, non-media center low-mid-range desktop).

[grap3]

Oh come on guys this is a little farfetched....I mean I sent in my 360 5 times (replaced each time) before I finally got one that worked. I am still not completely sure it does actually, the hard drive slipped off of the 360 while I was carrying it and smacked the floor (MY TILE FLOOR), after looking at it closely the Harddrive never sits in correctly on the current 360 I have so theres no telling whether its the harddrive or the 360 that has a defective harddrive slot. So yay! I am so tempted to sell it on ebay.
Really? I sent my third console in for replacement in recently and the guy on the phone was so shocked that he offered me a game (that I actually recieved). Huh.

[SorAuron]

My system crashed today, got the same run around with Microsoft, supposed to get my box to ship it back in 3 or 4 bus days, then they said they'd have it back in 8-10 days. That really blows, guess I didnt want to play any games on my freakin days off. screw the red ring of death.

[Grave_Addiction]

* Knocks on wood.