Searchviews may be a Search Marketing blog, but our most popular post is an obscure little story about last year’s XBOX 360 lawsuit. XBox 360 Lawsuit Heats Up is all of 4 sentences, and literally hundreds of comments from unhappy 360 users with broken consoles. Most of the comments read something like,
“Bought a 360, messed up a few months afterward. Sent it in for repair, got a refurbished p.o.s. back, broke a few months afterward again. I was out of warranty so I was required to send in another $140 to get another refurbished piece back – worked for 2 hrs. Went out & bought a game, when I got back & put it in – 3 red rings light up.”
or,
” i called microsoft they pretend not to know about the freezing issue and also want 139 bucks to repair it.”
and resoundingly,
“Wow, afer reading these comments I feel like I am now going to sound like a broken record. I am having the same problem that some of you are. I bought my 360 in April 2006 and today it crapped out. That’s only about 7 months of use I got out of it. Compare that to about 4 years I got out of my PS2.”
If it weren’t for the onslaught of comments that this post generates, I honestly wouldn’t be paying it much attention. But, the response is so overwhelming that I felt compelled to look further into the issue. I quickly found that Searchviews is not the only site swamped by personal stories of the failed Xbox. Based on the thousands of user reports that I encountered, it appears that Microsoft has three trained responses:
- Request complainers to call customer service
- Offer to fix the box for at least $130
- Feign ignorance
There’s been little update on last year’s class-action lawsuit filed Robert Byers, except that it was quickly countered by Microsoft’s motion to dismiss. While that suit was related to overheating, current complaints seem to focus on a hardware failure that causes the system to freeze with a “red ring of death”. Furthermore, it seems that users complain less of the Xbox’s failure than of Microsoft’s inability to address the problem. Over and over again, users report the same thing – Microsoft is disregarding their complaints, not fixing their consoles, and forcing them to pay for everything.
If Microsoft doesn’t wake up to the issue they could be looking at not one, but hundreds of lawsuits from the growing list of unhappy customers. In the meantime, here’re some tips for readers on how to save their 360 from being sent off:
xbox360defective dot com
I have the same story. I bought a unit which quit working “froze up” after 89 days. I was lucky enough that the seller took it back (as it was under 90 days). I got the new unit on 6/30/06, which has died in 5 months. Microsoft wants $140 to repair it – I am very upset and can’t seem to find anyone at Microsoft that will honor the product.
I have the same problem everyone is having. After the fall update 11/30/06 my XBox 360 started acting out. First with 2 pink lines and a black screen, now with total frozen screen after a few minutes of play time. Last night I played offline, and everything was fine, it looks as if the problem is whenever I’m online. I never have had problems with any consoles of I’ve owned in the past, this is the first bad experience.
3 Nights ago 360 crapped out. I dont have the money to just keep shelling out to microsoft. Same story as everyone else. 140 to repair,cant do anything about it. They knew about this defect before release but they didn’t care about the comsumer at all. They cared about making money! Period! A couple of options is to complain to customer service everyday and to contact the better business bureau about this issue. Do it everyday or when u have time. Contact local news if you have to. We all have spent well over 800 dollars for the console and games. It doesn’t work past a damn year! 7 months is the limit. Unacceptable. I’m from New Orleans, I replaced everything after hurricane Katrina. I worked for the money that bought that game console. Fema didn’t pay for it, I did. I don’t have money to waste. Even today. I’m gonna get this thing fixed because it’s too big of an investment for me to let go to waste! As soon as it’s fixed I’m selling it and paying the difference for a Playstation 3! F–k Microsoft!
Same thing happend to me. Xbox 360 worked for a month or 2 then broke. Graphics card mal-function. I sent the 360 in to Microsoft for repair and in 3 weeks got a refurbished unit that had green marks on the outside. It was old and loud not like the clean brand new one I sent in but I was just was glad to have something to play. Then just 2 weeks ago the thing started freezing up 2 minutes into any game. They wanted me to pay for shipping even though it’s still under warrenty and I went off. This sucks! There has got to be something we can do. Where can we find out our rights? Theres thousands of us. We need to organize and discover our consumer rights.
I’m from the UK and I live in Leeds, I bought an Xbox 360 a month ago and within 3 hours it was already freezing. I rang up Xbox and they said to send it back and they would repair it within 10 days. It’s now the 16th of December, 3 weeks after they said they would repair it. I rang up today and they told me my box would not be repaired in time for Christmas, I’ve spent over £500 on games and and accesories for my son as Christmas presents and he is not even going to be able to play with them. Never again will I buy anything from Microsoft.
This is a copy of my letter sent to the CEO of Microsoft certified, e-mailed and faxed. To date no response. They have ripped me off and kept the hard drive. This is the worst customer service I have ever recieved.
Microsoft Corporation
One Microsoft Way
Redmond, WA 98052-6399
TO: CEO MR. STEVE BALLMER
FAX: 425 936-7329
SERVICE NUMBER – 102353233-1
PRESS RELEASE
ANOTHER DISAPPOINTING CHRISTMAS FOR OWNER OF XBOX 360
In December 2005, I purchased an Xbox 360 for my son for Christmas. I was so excited that I was one of the few that could obtain this item in time to put under the tree. It was a great Christmas and for 4 months, my son enjoyed his present. However In April 2006 we started to experience problems with our console. I started calling the 4-MY XBOX number but was put on hold for 15 to 30 minutes at a time. I did not have the time to spend on hold so I hung up.
Finally, in July I was able to speak with a live person. This person wanted to put me through a series of diagnostics at which time I had no idea of how to do. I had to call back when my son was at home to help me with this. I called back later. After spending 2 hours on the phone with a representative, I was instructed to go buy a new cable. I was told that our problem should be fixed. We went to Best Buy and bought a cable. This did not fix the problem. I started calling again and after months of being put on hold for periods of time that seemed endless to being disconnected once my call was put through. I finally spoke with someone that put me through another diagnostic procedure. On this day, we spent 4 hours on the phone waiting and being transferred. Finally, this individual determined that it needed to be sent in for service, and my service warranty would cover the cost. However, his database was down and he could not create a service order. I was told to call back. Finding this very absurd, I called back and held for another hour. I demanded to speak with a supervisor. I was put on hold 30 minutes then transferred to a person named Trish. She said she was a supervisor and she apologized for the inconvenience. She said the database was down but she would create a service order and send me a box to ship it in. She also had me go through another series of diagnostics. She determined the console and hard drive was defective and instructed me to send both in .She would send me a box.
Finally it was October of 2006 and maybe my son would have a working XBOX 360 by Christmas 2006. We received the shipping box 3 weeks later. We package everything per the instructions and sent it off. I included the hard drive because I was instructed to do so. We waited. After 2 ½ weeks the Xbox 360 was returned. We received a console with NO hard drive. I was furious. I travel a lot for my business. When my son called me, I was out of town but I went to my hotel room and called 4-MY XBOX. I was put on hold while on my cell phone for 30 minutes. When I finally spoke with Joseph, I asked him to transfer me to Trish or any supervisor. He refused. He said the database was down and there was nothing he could do that I would have to call back. I demanded to speak with a manager or anyone with some authority. He refused to transfer me. I hung up. I called back again and spoke with a girl named Kim. She transferred me to a supervisor named Brittany. Brittany apologized and said she would send me a free game and that someone would e-mail me or call me regarding the hard drive. She said she would send a message to the service center. She said it would take about a week. However, they would send me a hard drive. Well, after a week guess what …no hard drive, no e-mail, and no call. I called back once I was at home and knew that I would have an unlimited amount of time available to wait on the phone. I spoke with a representative named Jason. I was relieved because he could speak English and I could understand him. I told him my situation he reviewed all the notes. He was amazed that I had been put through this. He talked to his supervisor. He said that my complaint had been “ESCALATED” and that meant someone hirer up would be handling it. He said that they would be calling me soon. That they had to verify that they received a hard drive to send another one out. I told him if he looked in the notes he would see that Trish had instructed me to send it in with the console. Jason confirmed that it was in the notes.
As of this date 12/07/06. I have not received a call or an e-mail.
I have made an expensive purchase from Microsoft and I have a piece of hardware that is worthless. I work for a large corporation in the United States that is one of the most profitable companies around today. We pride ourselves on our customer service. We would never let a problem like this fall through the cracks. And the bottom line is Microsoft has ruined a Christmas for my son. It is my intention with this letter to get this unacceptable situation resolved by notifying the only individual within your corporation that can do something. That is why I am faxing you this letter. My service number is included at the beginning of this letter. All my contact information is included.
If this situation is not resolved, I will proceed to notify all the newspapers and television media that will listen. This is not a threat but just an attempt to make the public aware of what type of service they will receive when purchasing a Microsoft product.
Sincerely,
Kristie Scarbrough
I have exactly the same problem as most of the posters on here. I purchased my Xbox 360 in Febraury and it started freezing and crashing in Novemeber. Customer service agents said they would need me to send it in for a repair and claimed I would have it back well before Christmas (the only time I really get to use it). UPS picked it up and I was sent another one within ten days (they said it would be under 15). Great I thought, but this machine did not connect with the controller, so I had to then send in the controller which was also replaced last Saturday (within a week), however neither did this new controller connect with the Xbox 360. I called Microsoft support who said they would ‘escalate’ the matter and call me back within 48 hours. I got a call on Sunday suggesting I should return the faulty replacement Xbox and offered a game for compensation, I refused and demamded that they send me a new non-faulty gamebox asap and I would return the faulty one to UPS when I got the 2nd replacement, the support lady claimed she did not have such authority and would get abck to me within the hour, its now 19th December and no one has called despite the issue being ‘escalated’. I have never come across such shoddy customer service. Looks like I won’t be able to watch any DVDs this Christmas thanks to their cock-ups. Microsoft are pathetic.
I bought my 360 on 7/23/06 and it got a hardware failure on 11/16/06. Now they want $104.99, said they would give me 25% off since it happened so quick.25%? How about free. Their problem has now become my own. And you seem to only talk to people that cant do anything for you, it shouldnt stop there, but should be handled on a case to case basis like they said. The XBOX supervisor told me there was only a 3% – 5% chance of the 360 failing and i asked him “What if I’m that 3-5%, and it was your fault do I still have to pay?”, and he said YES.WOW!!! PS3 and the Wii should make comercialls with real interviews of XBOX 360 owners. It would be like a political move. Lets hope we all get reimbursed buy XBOX for our 360′s so we can go get a real game system.
This is my issue with Microsoft’s Xbox 360 gaming Console. First of all I am very displeased with their service and product. Mostly their product they pawned on me and basically robbed me of a lot of my finances. The First Issue I would like to write about is the actual gaming console.
The Xbox 360 Console has given me nothing but problems. I stood in line to purchase a Xbox 360 on its release date. I purchased the Premium package and in January 2006 had to send my Console back for repairs. I was with out a console for at least 11days. It was freeze on me and games I purchased would be useless.
So I was sent a new console however it may have just been a refurbished console from what I have researched to date. Now, my second console froze on me and then I seen nothing but 3 red lights coming from my console when I would attempt to play games. This I discovered later is known as the “Ring of Death”, and it an appropriate name. This second console crashed on me December 7th 2006. So I sent it back again on the 8th of December and Microsoft received it on the 12th of December 2006. It is now February 2nd 2007 and I still don’t have a replacement console! In total it has been 52days and counting since I last seen my Xbox 360 console that I paid for.
This brings me to my second issue with Microsoft, which is Xbox Customer Support. I didn’t receive nor and I am receiving any actual support from this so-called support system. I have no updates on my console status and keep getting the run around from every support person I speak with, supervisors included. I call everyday and hear the same old routine, or lines they must have in front of the to lie to paying customers like myself.
I can personally tell you exactly what Xbox Customer Support will tell me or I should say promise me. They promised me since I’ve called to investigate the situation on January 3rd 2007, that my situation would be escalated and I would receive a call from a special team. HHHMMM sounded well in the beginning, as I thought I was getting results from Xbox finally as initially they promised it would only take 7 to 10 days to have my new console back in my possession. So I called back regularly to find an update on my console but yet they have never received an update from the Microsoft repair center. I find really strange. I have never received any phone call from any person of this imaginary special team. So this bullshit of a support line is absolutely useless. I have had people promise me that they are going to send me a new console and it will be there in 3 days.
I have had countless apologies.
I have had countless requests for me to be patient.
I have had several supervisors’ state that they are going to escalate the situation.
I have been promised a new game for my patience.
I have been promised an extension for my Live service.
I have had several supervisors’ promise a phone call everyday until I receive my console.
I have been on hold several hours.
I have had absolutely no updates.
I have no console!
I have several accessories I have purchased.
I have games I am not using.
I have no console!
I have a monitor I am not using.
I have a live subscription I am not using.
I have no console!
I have no console!
Did I say I have no console?
As for a final note in support from Xbox support, they are absolutely useless because I found out through the shipping company here in Canada more information in 2 days what is the issue with my console and to date Xbox support is totally clueless. Xbox cancelled my repair request according to the Xbox repair center that told the Canadian Shipping Company. Now I called Xbox support back and they are still clueless and proceed back to their pointless procedures. The will escalate the situation for the 5millionth time and wait for an answer back from the repair center. So as I stated before it has been 52 days and counting and yet no console and not even an update. So I ask where is the Support? Apparently that is a lie too! Lies! Deceit! And just plain ROBBERY!
So what do I do now? I have been duped into purchasing an expensive machine that does not work! I have bought accessories and games that only work if I have a working console! WOW, I didn’t know robbery was legal.
Well all I can do is send this letter out everywhere I can, to inform people not to purchase the Xbox Console. Your life will be much easier with out it. I personally can do without Microsoft in my life. I am a Mac user and have absolutely now use for Windows, and Vista for that matter which is a program attempting to be OSX. So it should be a common sense choice not to game with Microsoft. I should stick to Sony and Nintendo as they truly have quality products worth buying. So I am saying Good Bye to Microsoft’s gaming console and anything to do with it. Or I should really say “Go Straight To Hell Microsoft!” And say hello to my lawyer who will be in contact with you soon! Even if I got a console tomorrow and every game on 360 I don’t even think I would accept it as the console would probably breakdown again. And be on the look out for an intense documentary! Check You Tube! Check My Space! Coming Soon! My Documentary entitled “I Was Robbed By Microsoft!” and it’s based on a true story!
Yours truly,
Jason Parenteau
A Consumer Robbed by Microsoft!
hi i have had the same problem and dont know where to go from here my kids are gutted but who can i contact everyone just fobs me off
I have sent in two XBOX 360 consoles to Microsoft. The first console was rubbing on the game disc and ruining them. When I talked with the repair center I was assured they would either fix the unit I sent in or send a brand new one. I knew that my unit was not abused and was almost new. We received another unit which I assumed was a brand new one. NOT!!! Again after my son used it it started to freeze up. Sometimes after 1 hour sometimes within a few minutes. We sent it in again and now are waiting for the unit or another unit to be sent back to us. When I called to the 800 number I asked some questions which could not be answered. I asked where the call was going. The answer was we can’t tell you. I asked if in the United States,was told can’t tell you. Everyone I speak with cannot speak English every well. Maybe the problem is that its not in the United States, no one from our country can talk to us, no one here at the 800 number wants anyone to know the problem. INCLUDING BILL GATES. I told them I have spent well over $1000.00 on the game console and also games. Was told buy another year warranty. I asked why you can’t fix the problem now. They will have someone contact me on my problem. The problem is no one cares because we all have payed upfront. I explained Microsoft gave all of us a year warranty to shut up the problem. It seems that the year warranty was for getting a new (already returned broke console to be sent back to you again ). How long will this console last? Not only do I not want someone elses problem I want Microsoft to either send a new console or refund my money. I will go out and buy another brand. Brand loyalty is what Microsoft is losing. O well he’s a BILLIONAIRE with our money. Whos the fool.
Well to up date you on the latest event with the rip- off purchase of our XBox 360. I started to recieve calls saying that they were sending the hard drive. This is after the second console came in and we determined that it was defective also.
I do not think the service center works on xbox’s. I think they just send out the broken ones to other people. Anyway, I was promised a new xbox from 2 supervisors. They sent me a hard drive instead. My son took the console that was freezing and the hard drive sent from the service center and put them both in the freezer. I did not care what he did with them at this point. But guess what we have a working 360. For now. And by the way that new 360 I was promised. Well I spoke with a very rude supervisor that said they would not send me a new product. That my “ESCALATED” claim had been denied by ” the people that are hire up.” I got so mad I just hung up. But I will say this, I am through with Microsoft. I am thinking about purchasing a MAC for my next computer.
wow. exact same situation, word for word, as the opening statement. xbox conked out after 10 months of ownership, sent in for refurbished model, broke within 2months. fighting with them now because i refuse to pay the repair fee. the system is a joke. a hope anyone reading these reviews doesn’t give these thieves any of there hard earned dollars. better off with ps3 or nintendo for that matter. hell, give me an atari system before xbox gets anymore money from me. and on top of it all, they don’t give a shit or do anything to fix the issue. fucking scamming pieces of shit. im going downtown toronto and smashing mine on camera in front of much music.
Well well well. Finally I got a brand new xbox 360 for the junk one that was broke and sent to Microsoft over 1 month ago. Microsoft called and said box on the way. I showed them who’s the boss. I talked with Dale on the phone and he stated the xbox was on the way and should be delivered immediately. I stated no xbox yet. As I was talking with him I asked to MAKE SURE that I was to get a brand spanking new xbox 360. He said aaahhhhhh no not sure no notes in system. I told him Mark who is sick and hasn’t been in for several weeks assured me that I would get a brand new xbox for my son. He said no notes showing that but that doesn’t mean that it won’t be. Should have the xbox soon. I again asked and stated was assured it would be new. Can’t see any notes. I explained that in over twenty years of customer service that you always put notes in the computer. Geeee don’t they use computers. He now was getting mad and said soon have xbox never stating new xbox and we should be done with the issue. I stated if new and it worked perfectly. I don’t have the unit yet but I will bet plenty that the SOB is a refurbished model. He Dale said call them any issues but he will be gone on vacation and not sure when Mark will be back. I hope its new but at this time I honestly believe they really don’t give a shit if we like it or not. Dale stated he was in a newly created department that has some bugs and issues on the problems. Can you believe that Microsoft would not be ready to answer questions and deal with the issues. This is getting to be like poor Ralphie in Christmas Story always waiting for the decorder ring and them finding out he was taken by a company just wanting to make more money. Bill Gates instead of screwing around he should trash the junk and make it right and save face. Its not like he can’t afford to do this. Better yet if hes using employees from other countries to save a buck I suggest he takes all the junk xbox 360 and give them each a present. I am sure they will love them. They won’t know that they don’t work and if they don’t they can escalate it to the higher ups. Good luck…
Update on my new xbox coming from Micro screw u. Yep just like I thought. A used refurbished model. The girl I talked with now states that Mark didn’t put notes in system for a new one and they shipped a refurb out per company policy. Didn’t do any good to argue, this bitch is trained well and if shes not a fuc**** robot I would be surprised. Well back to the same old crap dealing with them and trying to beat the billion dollar company up. I wonder if Bill Gates had a new xbox 360 and it crashed if they would send him a refurb model. I think I just found out where Mark is. He sent Bill a fuc**** refurb model per company policy and he fired his ass. Well Bill just made some more cash on another sorry ass employee or maybe Mark got sick of lying to everyone and couldn’t take any more shit and quit. When Micro screw u starts losing tons of money and customers maybe it will get the point. Take care of the customer that made you rich in the first place. I think I will trash all the electronic games and start playing cards and riding bikes again. Its better then complaining all the time about this shit and have some quality family time. Good luck everyone.
My 360 broke so I called Microsoft (3 times). 2 out of the three times they promised I would get a coffin for my broken xbox. The third time they said “sorry it is out of warrenty we cannot replace it for free”. Funny, it was not out of warrently 3 weeks ago when I first called them. Now I have a $400 paper weight. The kicker is, what can you tell some operator that lives in India and has not real access to anyone at Microsoft. I have learned a lesson, next time buy Sony and never used anything Microsoft makes. Here I thought, $600 is way too much money to spend on a video game system that I use when it rains or is cold out… Now it could cost me more if I stick with the 360, which will just break again anyway. I’ll just trash all my MS stuff. So much for a customerwho had been with them since the 1st day of the generation 1 xbox and the first day of xbox live. Thank god for Apple’s Mac computers and Sony’s PS3 at least it is an option.
3 lights, code 0020-hardware failure, undefined.
So I called, here are some interesting facts that may be interesting to some of you.
1) The supervisor stated that 3% of all systems have the ring of red errors.
2) Whenever code 0020 comes up, there is absolutely no recourse but to have it fixed. They do not know what caused the problem.
3) After complaining, she offered a 25% discount on repairs. I’m calling back within 3 days to give them my decision, and I will push for more of a discount.
Ten days, 2 HD movies (220 minutes), and 2 hours of gaming, and I get the ring of death. One Console, 2 games, 4 controllers, and a HD dvd drive adds up to $166 for each hour of enjoyment. Rather than donate to some misbegotten charity, Bill Gates should start giving back to US, the MicroSoft end user, since we seem to be giving rather generously to him!
Yes here we go again people another customer ffffed right up the kiester by M$.
I sure you have heard of it yes the “3lights of death” It’s becoing a quite popular fad these days with everones 360s. Oh yes you say you have those cool lights too. Well it’s not in fact that is M$ way of flipping us off. Let me tell you girlscouts a sad story. Okay It is the summer of 2006. I have worked contless hours and weeks to earn nearly enough money to purchase a 360. Let me just point out that i am only 16 and at a jaw dropping 7.50 an hour saving up for somehing like this is dam near impossible when you can only work 30 hours a week and still have to pay 300$ per month in bills before ever kissing that poverty stricken check to the bank. So I guess after 2 long months of working and saving working and saving I finally have a good 800$ or so to spend on this totally insane and awesome Xbox 360, or so I stupidly thought. So i by it in September and go home open it up and start jumping up and down like a fat kid in a pizza factory. So I unplug my cube an fire up that bad boy and holy crap! I start playing GRAW and I must say I had the time of my life great visuals, ear blasting sound, mental plearsures that were almost equivalent to a brain orgasm. then I decide pop in BF2MC. W..T..F “Insert an Xbox 360 game disk into the console” Are you FFFFin serious i just bought this thing not 3 hours ago and it tells me that the disk does not work in this console. I am thinking that this is suppossedly the greatest piece of entertainment known to man and it can’t even recognize it’s own microsoft company patented compact disk. Correct me if I’m wrong but this should be like trying to remember your own name. And I’m thinkin none of my previous consoles have ever had this problem not even the NES. I’m thinkin oh my God this thing is stupider than the NES I thought. Well I decided to let it go and reboot it again and it workd so I say what the Hell. This problem occurred sporatically over the weeks but I just wrote it off as an inevitable defect by the manufacturured defect. As a few months go by I find that it’s performance was declining at a funominal rate, AS I was playing my favorite games Splinter Cell, Prey, Battlefield, Rainbowsix, Need For Speed. You now the drill slow loading, freezing, bizzarre pheneomineons that that would seem weird even to an alien. Anyway this kept up for a good 6 months and i was becoming very dissapointed and even cried because the console I saved up for all summer was a defective ffffing p..o..c and one day I tried to start it up and ib February and gues what. M$ gives me the finger. Oh yes Dun Dun Dun “3Red lights of death”. By now I was beyond my sadness and i got into a rage over my 360 swearing at it for good 5 min. Then I called customer no support and I got to talk to Max the vitual operator. Hi I’m Max let me help you blah blah blah blah blah blah blah blah blah, are you fricken kiddin me get me a real operator. Then I actually get an operator who can barely speak english and I have to spend an hour just trying to get her to put my consoles serial code in the computer. Then when i get all set into the system I get the run of the mill send it to Mcullen Texas to get it repaired you have one month to send it and you will also have to pay for shipping. And I think okay this is gonna be alittle pricy I figure a 10 bucs for the s and p and 50 bucs for the insurance in case it gets lost or damaged. But I hold my tongue on it but before sending it I have a few questions before I send this bad boy to Texas. It takes me a good 3 weeks to find the time to make the phone call and guess who i get to talk to again. My buddy Max. So i say xbox console and then Max Tells me a list of categories on troubleshoting problems. He then says somethinh about the red lights and I say Yea and guess what kind of B frickin S vitual Max tries to pull on me. He says try turning your console off and pull the cord out of the socket okay. The he says remove the hard drive and turn it. then turn it back off and put the hard drive back in. This should work he says. Are you kidding me if it was that easy I bet my little cousin could have figured that out. Well I try it and woopdie doo red lights are still there. “Put the DAM operator on now I sad” So i finally get an operator. The real reason I called was to ask a few question about what to ship or not to ship to Texas. What I was really afraid of is the hard drive being lost and i was really uestioning on weather or not to send it at all. Well anyway this oprator spoke good english and was very nice but was very hard to get any good answers out her. So i call and i ask if there is a number I can call about to talk to those guys in Texas about my 360 and she said that the number is private and that i am not authorized to have that info. So I reply mam what you are telling is that I have to send a priceless piece of electronic equipment of mine to be repaired who I no nothing about nor have ever heard of and trust them with this and I can’t even have on simple nuber to contact them.. Yes sir that is correct but i would try to answer your question. Well sure butit would be nice to talk to them because my question is of serious matter. So i tell her my question. Mam should i send my hard drive to Texas along with my 360 because i am afraid to lose ot considering I know that i will never see my 400$ consolee again only to get back a refurbrished 140 fraction of the price console. She replied well a ummmm ahhhhh sir I ahhhh I will try to get my supervisor on the line to talk to you. Wait 15 min. Sir I am sorry for the long wait. Blah blah blah whatever I would just like an answer to my question I thought. She repliies sir i am sorry i was not able to cantact my supevisor but i can Answer any other questions you may have for me. No mam not at the moment just that one. Ok let me try to get my supervisor once again. On hold for 30 min this time and she comes back. Sorry for the long wait. Thats ok. But I was still unable to get my supervisor. For the inconvieance I will send you a box so you don’t have to pay the shippinh fee. WAit a canflabbed moment. Did she just say she was going to send me a box. “Holy Shnieckies” I thought microsoft didn’t have any boxes to send I replied and she said sir I do not know what you what you are speaking of. Yes you guys have been telling me and everyone else about how you have no boxes to send. Sir honestly don’t know what you have speaking of i am just tring to do you a good cutesy. Okay I will take the box thank you but i am going tell everyone i know and meet about how you guys really do have boxes. That is fine sir . And then she says she will try again to get her supervisor on the line. Wait a ballbusting 30min again and guess what she still can’t get her on the phone. I’m sorry for the long wait sir with her cute little annoying voice and I want to say save it but i once again hold my tongue. She says she has no definate answe but she can have her supervisor call me back at 1:00A.M. And i am thinking I oclock are you serious. Yes sir that is the only time I can give you. Fine I said. I hang up the phone. What the heck is this what kind of service is this making me stay up till 1. And I’m thinking I have wasted a good to hours gettin no where. The reason I am asking about the hard drive is because I faer of losing it and if they do I am fffffed up the wassssooo. Even if they send me a new one it’s not like they can put all my old info onit . It is wrong and stealing someones hard drive on these 360s is like stealimg someones identity. I guess thats legal too. But what can we really do. They are the top computer company in the world. The y probly have more resources than the Cia. Which is sad to say. Oppps well would you look at the time it is 1:25A.M and i still didn’t get that call i guess I will be ssssssending a nasty complaint tomorrow. But really it’s not like I or you didn’t expect this who really would have expected then to call. But I have to say it FU Microsoft you made me stay up till 1 in the morning expecting a no show phone call. What the hell is that I maen really how cruel of them to play such a dirty prank on me well shame on them because when I send my 360 I am going to send it in my own box and it is going to be a big screen tv box and I will fill it up to the top with those styraphome chips so they can go swimming to find it. So screw You M$.
lazer burn on your game disk any body had same problem falty console loads being sent back to gamestation the pre xmas ones
You people are SO screwed! I have your money already, so I do not care if your xbox works or not. Do me a favor, and go buy another brand “new” (hehe) one. When that one dies in a few months, go buy another brand “new” one. Rinse and repeat. Come on, I am serious. I need the money. Hookers are not free, you know.
Same problems as everyone else: 1) Red ring of death, 2) virtual operator, 3) actual human operator but foreign & speaks english . . .. .. BARELY, 4) actual human supervisor (same as above but just entered puberty I believe), and 5) stuck with a $400 piece of firewood, except it’s not actually wood so it’s not even good for burning.
So the first gal, Anna, gives me the whole “send it in for repairs to the tune of $139.00″ bit and I said “you want me to pay MICROSOFT $139.00 for a repair before you even know what is wrong? You’ve got to be kidding!” So after a few minutes of explaining how this is not customer service, rather it is robbery, she tranfers me to her supervisor Brian who by the way is probably head of his class . . .. . in high school . . .. . . in PAKISTAN! Then I go through the same conversation w/him and he offers me the standard 25% discount. I kindly explain to him that after hundreds of dollars in peripherals and hundreds more in games I am not spending another dime for MS to fix this POS they sent out and touted as the latest and greatest. What’s worse is that MS, as we all know, is a multi billion dollar corperation and this is what they consider customer service!?!?! I am not one for frivolous law suits but certainly may consider a class action suit in this case based on principle. No, not any game console is worth a law suit and if you think one is then get a life. But the principle of honest business is certainly worth a legal battle and so I will look into it.
Sadly, I had a PS2 before this, a Playstation before that and never had a problem period. Should have stuck w/Sony. Definately going back to Sony and definately telling all I know to do the same.
Sincerely,
Ron Rubottom Jr
The following has been sent to Microsoft, the BBB and now you:
Microsoft Corporation
One Microsoft Way
Redmond, WA 98052-6399
May 18, 2007
To Whom It May Concern:
The intent of this letter is to document the frustrations and concerns I have experienced with the now 3 Xbox 360 consoles I have received under the original and two year extended warranties within the past year. I purchased my first premium package Xbox 360 console on May 2, 2006 from Game Stop in Eden Prairie, Minnesota for $399.99 plus an additional 12 month XB Live card and a Play & Charge, with those accessories totaling $69.98. I have also purchased a number of games at $59.99 per game.
My first Xbox 360 started not functioning correctly in the middle of February, 2007. I paid $40 for shipping and packaging and sent the console as instructed. I was disappointed when it was early March and I had not received a replacement Xbox 360 or a phone call with a progress update even though I had called customer service to ask for status updates which frequently ended with the customer service representative telling me that it would come soon. Four weeks later I still had not received a replacement Xbox 360. I called again and found out that the original customer service representative had entered the initial serial number in the request, which unfortunately meant that nothing had moved forward with the repair order.
The first replacement console (second Xbox 360 unit overall) was delivered March 14, 2007. Unfortunately, after only an hour of being powered up, the disc drive started going in and out on its own, powering up on its own and freezing. I called customer service and they sent me a return box. The Xbox was sent back to the repair center immediately upon receiving the UPS box.
The second replacement console (third Xbox 360 unit overall) arrived April 9, 2007. Initially this Xbox 360 console was operating smoothly and as expected. However, last week this replacement Xbox 360 stopped functioning correctly. Once again I called customer service and gave them the serial # (202973554806) along with the other requested information. I requested to speak with a supervisor, who upon reviewing the call logs and repeated repairs decided that they would send yet another return UPS box for me to send in the malfunctioning Xbox 360 for repairs. I also requested to be contacted by a senior supervisor. I did receive a new return UPS box and sent it to the repair facility on May 17, 2007 (UPS tracking # 1Z05W3588976403187). This repair request is under Reference # 1035250775.
In summary, I am very frustrated with how this situation has been handled so far and the poor customer service associated with the Xbox 360 product and the repair facility in McAllen, TX. I have spent over $1200 on the product and accessories and approximately eight weeks without any Xbox while paying for XB Live, not to mention the hours I’ve spent on the phone with customer support, loosing game data secondary to
the Xbox console freezing and locking up games of other Live gamers, because I am hosting a match. You should also be aware that I use a variety of current MS products (Vista, XP, Office 2007, Windows Mobile for my Smartphone, etc) Additionally the company I work for uses all Microsoft products and are a major customer of one of MS’s business partners ESRI. I would like a copy of all of my customer service call logs to cross reference with my notes. And I would appreciate a return call from a Senior Microsoft Xbox representative authorizing a new Xbox 360 console. Please contact me if you need any further information or reference numbers.
Please read this response I recvd from Microsoft support and then do your best to really investigate a REAL problem in the gaming industry.
Greg
You obviously did not read the message I sent or you don’t speak english. so lets do this again. I have 16-(sixteen) X-box 360s all mounted. Yes Mounted down so they cannot be stolen. SO THAT MEANS THEY DON”T MOVE AT ALL. We purchased 1 (ONE) Gears of War disc for each machine and assigned it a number to correspond to the same numbered machine. (1 to 1, 2 goes in 2, 3 gets place in machine 3, etc.) In less than a week 10 of the discs have failed. They are not scratched…BUT CRACKED from the center hub through the face of the disc. Now any fool knows that the material is written to a layer under the label (where the cracks are) and not on the shiny surface which is actually a Polycarbonite Layer to protect the data. So please explain why the discs are cracked, Not SCRATCHED, and why you would imply they are dirty or scratched when I clearly stated that the discs had cracked from the HUB out. I have read all the Forums and realize this is a major problem with Gears of War and I’ve also read that the game is destroying machines in the process. Not my call. I just want $600.00 dollars worth of Gears discs replaced and a REAL answer to why there are these cracks in ONLY the “GEARS” discs. If you have paid attention to my note you would have also seen that we have over 300 titles and not one other disk has failed. That include 18 copies of Halo, 16 copies of Call to duty 2 and 3. 16 copies of Prey, 16 copies of Ghost Recon 1 and 2. So please spare me the “use a soft cloth and some cleaner…” and give me real answers to a real problem.
Greg Szpaichler
MediaWurks and the Gathering
— Xbox_Email_HW_EN wrote:
> Hi Gregory ,
>
> Thank you for writing Xbox Customer Support!
>
>
> I deeply apologize for the inconvenience and as I
> understand, your
> gamediscs are scratched.
>
> To provide the best game play experience possible,
> Xbox 360 games are
> optimized to spin at 12x, which allows the game to
> access information
> from the disc at a faster rate. Moving the console
> while the disc is
> spinning at 12x creates a condition that can cause
> the disc to make
> contact with the read head, which could cause
> scratching to occur.
>
> The Xbox360 manual states that if you keep your Xbox
> 360 in a stationary
> position while a game disc is in play, there is no
> risk of scratching
> the disc. The Xbox 360 is a high end piece of
> hardware and should not be
> moved or jostled while a game disc is in play.
>
> Before repositioning the console or changing the
> orientation from
> horizontal or vertical, stop or remove the game disc
> from the drive to
> avoid the risk of scratching.
>
> You may try cleaning your discs.
>
> Hold disk by the edges without touching the surface
> with your fingers.
> Clean the disk by using a soft, clean, slightly
> dampened cloth, lightly
> wiping from the center hole outwards to the edge of
> the disc
> Do not use solvents or chemicals to clean the disk.
> Use of any mechanical “disc cleaners†or “disc
> scratch removers†is not
> recommended.
>
> If you feel that the damaged disc was caused by the
> console and not
> another way, We can initiate a repair for the
> console. The game disc may
> also be available for replacement. If the game was
> published by
> Microsoft, you can use our disc replacement program.
> If the game was not
> published by Microsoft, contact the game publisher
> for possible disc
> replacement policies.”
>
> You can visit our website for more information:
>
> http://www.xbox.com/support/systemuse/xbox360/gameplay/discreplacement-p
> rogram.htm
>
> For further assistance, please don’t hesitate to
> write back or call Xbox
> Phone Support at 1-800-4MYXBOX (1-800-469-9269) at
> your earliest
> convenience. We are open everyday 9am-1am
> EST/6am-10pm PST.
>
> To expedite service, please provide Service Request
> Number xxxxxxxxxx
> when you call.
>
> Good News! You may link your console to your Windows
> Live ID, and check
> repair status online at the web site:
> http://service.xbox.com.
>
>
> Sincerely,
> Ziph
> Xbox Customer Care Team
>
>
> _____
>
>
>
> — Original Message —
> From : gregszp@xxxx.com
> Sent : Thursday, June 07, 2007 3:03:47 AM UTC
> To : XBOX_.XBOX.NA.00.EN.HAH.MNL.HW.T01.SPT.00.EM
> Subject : Xbox Hardware:other hardware issue
>
> Service:
> Xbox Hardware
>
> What type of problem do you have?
> other hardware issue
>
>
>
> Full Name:
> Gregory Szpaichler
>
> What e-mail address would you like a response sent
> to?
> gregszp@xxxx.com
>
> Be specific when describing your problem. The
> details that you include
> enable us to promptly send you the most likely
> solution to your issue.
> I set up an after school program in January and we
> purchased 16 360s.
> Over the past few months we have purchased well over
> 300 games for use
> by the children. One game in particular started
> failing on the machines.
> It was gears of war and we had 2 discs crack from
> the hub outward so the
> discs became unusable. We were lucky enough to have
> GameStop replace the
> discs so all was well until we purchased 1 disc for
> each of the 16
> machines. That was a week ago and now 10 of those
> discs are cracked in
> eaxactly the same way, from hub out and are
> unreadable. We also had 2
> machine stop working *video screens turned to
> red,blue yellow SNOW. The
> machines were replaced by WalMart under the 30 day
> warranty but the
> discs are ruined and GameStop says there is a known
> problem with GOW.
> True or not is not the issue. I am not a rich man
> and I do this for the
> kids in this small rural town. Having 10 discs fail
> in a week is
> unbelievable. Having TEN of the SAME TITLE is
> indicitive of a real
> problem. We have Halo 2 games that are over a year
> old that look and
> play like new and they are the most pobular games
> here. What is going on
> and if there is really a problem with the
> manufacture of GEARS then it
> should be made public and restitution made. I saw
> your 20.00 replacement
> offer which in itself is telling. But that is over
> 200.ooUS for me to
> get these discs replace and I have already spent
> over 600.00 on
> originals that lasted only a week.
> Please respond with some good news if possible.
> Greg Szpaichler
I have an X-Box 360 that has given me the 3 flashing red lights twice. Sent it in both times, paid $140 to repair it and of course, months later, they did the same thing once more. I complained to Microsoft about this and have asked me to purchase the extended warranty on the box so in future, I won’t have to pay for it again. Microsoft knows there is a problem with the X-Box, especially with the 3 flashing red lights, and for some reason, will not stop selling the damn boxe. What they should do is to stop making them and recall whatever is out there. But we are stupid enough to keep buying them, so what can we say.
Stood in line for 2 days at launch to get the Xbox 360 console, spent over a grand on the console, accessories, and games.
1st console crapped out…
sent it off, got it back and had to get Microsoft to reassign our points to the new console so that we could play the full versions of the arcade games we had already downloaded..
2nd console crapped out…
sent it off, got it back and again had to wait 3 weeks to get the points reassigned to use the arcade games..
3rd console crapped out…
sent it off, Service center lost it, month later finally got it back, now we have been waiting 35 days to get the points reassigned, each time we call in they say well it will be X number of days call back then, first it was 48 hours, then 5 business days, then 7 business days, then 2 business days, then 30 business days..now at day 35 after the 30 business days we are told they have NO IDEA when it will be done..
we are owed over 28,000 points…that translates into over $350 dollars spent on content we can no longer play…why has Microsoft not gotten this done??
Sent my XBox360 in for repair DVD tray
acting up and motherboard faulty, still under warranty. Repair centre returned my XBox360 after two weeks. Bought a new game Bio Shock to play. Played on the game at intervals over 3 days when I got the dreaded Death Ring. I couldnt take the game out as the machine wouldn’t do anything. Sent for repair again this time it took 3 weeks and the game was not returned to me. I have telephoned the Customer Service Centre loads of times to be told we will ring you back, which they only did on one occasion and I wasnt in. No further calls were ever received I rang them on numerous occasions and was told a different story ever time I rang. Either they would ring me and tell me what was happening they said, they would check with repair centre, the game was on it’s way back to me, UPs will deliver within a few days and the last time I called I was told the repair centre have not got it. Where is it then? Because I certainly don’t have it. I have now E Mailed Microsoft but have not even had the courtesy of a reply!!
Microsoft. a mass organization. worth probably billions. And tell me im better turning to SONY. I got My XBOX 360 in July 05. About this time last year my console got “The Red Ring Of Death” (3 red lights). I wanted to exchang my console at the place i purchesed it, but as this was a knowen Problem with Microsoft they insisted that it must get returned for repair by Microsoft. Great. I sent it off and it came back in about 25 days. Not to bad. Now, Just after 2 Years my 360 has started to freeze, just when a selection of great games is being released. (Im a big gaming fan, got 3 children have a full time job, but every night after 9 i would be on a game.) if u work out the cost of all the games, well it works out to about £2000 (UK Pounds) then if you add the cost of console with extra hardwear also XBOX LIVE. Another £700. I contact Microsoft and they say “send us £65 and we will fix your console” WHAT £65!!! Why do i have to pay for faulty products. Because 3 year warrinty is only valied fo 3 red rings, (as pointed out before) after a long discution with the anoying man on the phone I demanded to speek to a suppervisor. and pointed out all the things above, he told me his hands are tied, you have to pay. I then said “I’m better off selling all my microsoft things and getting a SONY Playstation.” he agreed, told me he has a plastation 2, never had a problem with it. No wonder Microsoft is so rich cos we have no choice but to pay.
If any1 has managed to find any way to get it fixed for free please let me know.
I bought my console a few weeks before Christmas in 2006. By coincidence, a friend of mine got one on the exact same day.They both worked great for about 9 months, and then his got the 3 red rings. He sent it in, and after his was repaired and on his way back, mine broke too. I sent mine in, and about 3 weeks later it was back. To celebrate, I bought 3 new games with money I had been saving up. I played for less than 4 hours before it started freezing, and when I turned it off and on again, 3 red rings again. I was furious. I called Microsoft, and some bumbling idiot, who anyone could tell was reading his response out of a manual, assured me that my problem would be treated differently, and taken care of this time. Microsoft sent me a bigger box, and asked me to include my power supply and power cord. I was fairly sure I was getting a new console, as I have read many of these stories and have never heard of this happening a third CONSECUTIVE time. Well, a month later, I got it back again. Remember, I had 3 games, and I’d only gotten around to playing one of them before it broke. I put in The Orange Box, and beat it. I went back to play a few advanced maps, and bam! It froze again. This was the exact same thing that happened last time; it froze, and then when I turned it off and on, 3 red rings. I called once again today, and talked to a man who, once again, assured my problem would be handled differently, and would send me a ‘bigger box so I could include my power supply and power cord’. They were going to give me the exact same treatment, and that treatment didn’t help my Xbox very much last time. I was transfered to a supervisor, and after 45 minutes of arguing, he finally said he would TRY to get me a new console, even though apparently Microsoft never does this. Well, they apparently need 4 days to decide whether or not they want to shell out the 400 dollars to keep this from happening again. Call me a pessimist, but they’re not going to call back. The same thing is going to happen, and my console will not be replaced. Unfortunately, I will have to stick with this awful console, as I have many games and not ONE of my friends owns a PS3. I was told I will not have my console back by Christmas, and even though I put up a fight, it looks like they’re planning on ‘fixing’ it the same way they have the past 2 times.
bought my xbox in oct 06. disk tray has been sticking for 4 months and now doesn’t open without “help”. it has also scratched three of my games beyond playable. now being told i have to pay $100 to fix and no response about my games. rude treatment from customer support(left on hold for over an hour and then disconnected)I’ve had one or two red lights on my xbox a couple times(always shut it off before it froze up)they tell me that its past warranty and that they cant do anything even though the problem is with there system. you got to be kidding me microsoft. faulty systems and we have to pay for it?
Hey, I recently bought a xbox 360 about 2 weeks ago, soon as i took it out of the box the disk tray wouldn’t open, it finally would open, then it wouldn’t register i disk was in the drive, so i took it back to the store where i bought it, i didn’t wanna wait to get it fixed because Christmas was rolling around…. So i bought another one, guess what as soon as i plugged it in RED RING OF DEATH, i could not believe it, i was pissed…. So i said one more time finally went through the agonizing pain to take it back to the store, and got another, yupp hooked it up and the Disk Tray wouldn’t read disk, i called microsoft very pissed about this at the time 1-800-4my-xbox. I was wanting compensation, free gift game or somthing, microsoft points, because i have spent over 500.00 on microsoft points. I was transferred 5 times, to the same department 3 times. and in the end, i was on the phone for 3 hrs. i kid you not 3 hrs for the guy to tell me well if you send in your xbox we can give you a free month of xbox live. Which is what they do anyways. SO I explained to the guy, i was taking back my 360 and i will not ever buy a 360 again, i love em, but you can only go thru so much. THANKS i hope this story helps someone.
Hi my name is Jason and I’m a victim of the “red ring of death” by the way the customer service reps don’t like calling it that.
My story starts out as much of you has. Bought mine in may of 2007 after workin my ass off for a month and using my vacation money seeing as I didn’t take a trip. Worked well until about late November when it started freezing up here and there. Finally day before Xmas it froze 3 times for DIRT and finally got the ring o death. Furious I called the “help” line and was treated well and the guy actually seemed to be decent, not a robot like some of them are. I got the box not much longer , I think day after xmas. I sent it out the 27th and got a “replacement unit” 10 days later. Like an idiot I thought this was a new unit. I guess it wasn’t after enjoying the amazing scenes in “Mass Effect” after 4 days I was greeted by a simple ‘ring o death’ again. This time when I called they put on Antonio Bandaras’ less educated brother whom I could not understand between his thick accent and apparent speaker phone he was on. (Or a cell phone, all I know is I could hear other people in the background) After the usual BS about the ‘power unit’ and ‘keeping it ventilated’ he referred to me that they were sending a ‘bigger’ box to place my power unit as well as my 360. Few days later I get the same sized box as before. So I squeezed my power brick in, expanding the box and prolly crushing my 360, then again I hope I don’t get this one back. At the moment I am awaiting this 360 to come back and debating if I should just sell it to Gamestop or attempt to take it back to Wal Mart and bitch until I get my money back. I feel totally ripped off by Microsoft, I’m wondering if my new macbook somehow is trying to tell me something by killing it everytime I’m not around. Sad I was making fun of the PS3 not 3 months ago, now I’m considering getting one. Thanks Gates, I’ll make sure to keep people from buying this frelling dren of a system.
I sent in my kids Xbox 360 for repair because it had 3 flashing red lights. This was around 11/29/07. when they were done repairing the console, they used UPS to ship the console back to me. While the package was in transit, I changed the address with UPS so that they could deliver it to my work address rather than to my home address because the times they tried to deliver the package I wasnt home to receive it there. So the address change was made and everything was fine until UPS lost my package in transit. UPS called me and told me that I had to call XBOX or MICROSOFT so that they can call UPS and start a “TRACER” on the package. I then called XBOX and let them know that UPS lost my package and that XBOX should start a “TRACER” with UPS so that I can get my replacement. XBOX told me that the package was still in transit and that they could not call UPS. I have made more that 20 phone calls since then trying to get them to call UPS and start a tracer on my package, but they refuse to. I understand that it is not XBOX’s fault that the package was lost,but what I dont understand is how nobody at xbox can pick up a phone and just make a quick phone call to UPS to initiate a tracer so that I can get a replacement console, something that is so simple to do. I tried initiating a tracer twice and both times UPS has closed the tracers because only the shipper can initiate the tracer on a package thru UPS. This has been the worst customer service I have ever experienced. Right now UPS is waiting for a phone call from XBOX to initiate the tracer process but XBOX refuses to call them. I think this is very unfair to me and my children. It is a $400.00 console that I got them for Xmas and I just dont have that kind of money to go out an get them another one.
sent in my 360 for the second time in three months, and they asked me to include the power cord. I get my 360 back 3 weeks later, and the morons didnt send me back my damn powercord.
Attn: Mr. Steve Ballmer
Chief Executive Officer
Microsoft Corporation
One Microsoft Way
Redmond WA, 98052-6399
(425)-706-8448
(800)-642-7638
(425)-936-7329 (fax)
Dear Mr. Ballmer,
I am writing to inform you that about the horrible service that I have received from your Microsoft Xbox 360 Departments. I was hoping that the issues with my product would be resolved at the technical support level or their immediate supervisors, however this has not occurred. Below is information related to my call history with your Xbox department, I have noted as many names, dates and details as possible. I hope you are able to either assist me or refer me to someone that actually can help and provide me with the resolution and service I was guaranteed by the many supervisors and managers I have spoke with. I would like to thank you for your time and attention to this matter, and hope to have either yourself (I wish), one of your administrative representatives, or executive / corporate managers contact me ASAP. Please contact me via email or phone.
Regards,
Lukas Boswell
March 3, 20008
Xbox 360 & Support Issues:
-11/11/07 Contacted Xbox support provided them with error information (E68 system error contact Xbox customer support) called support @ 1-800-4my-xbox. Spoke with a rep they performed trouble shooting this did not resolve issues, discussed service terms, and verified shipping info.
-Waited 2 weeks called back as I did not receive the box within 5 business days as per the shipping time provided. Spoke with support they stated there was an issue with the order and a box would be sent out right away.
-Waited again no box showed up. Contacted support 12/12/07 they informed me that there was no record of me calling in went over troubleshooting again discussed service terms and this time was provided with reference number 1052386327. The rep informed me that shipping may take a bit longer during Christmas time typically shipping was 5 days to get the box to me 5 to return the box and 5 to repair/exchange and return and I was to call when I received the box to ensure the order was active as it could close in 21 days.
-Puralator contacted me 12/27/08 I picked up the box.
-Contacted Xbox support on 01/07/08 they informed me the order was closed and a new box was to be sent, at this time I was frustrated with support and Microsoft’s follow through on warranty work, however stated ok send the box. At this time I informed them that I had a 3 year ESP with the reseller Future Shop, the rep stated I could go there.
-Took my Xbox to reseller waited 1.5 hours only to find that as per Microsoft due to the 3 red light issue and all products had to be sent directly to them during the MFG warranty and the reseller can only do work when in the extended plan.
-Futures Shop Entertainment rep Shawn contacted Xbox support for me, he waited on the line for over and hour and was trying to get the case escalated however they rep said that they had already created a new service and I would have to wait for the box they gave him they provided him with a reference number in which he gave to me.
-On my drive home decided to contact support again provided the ref number I got last time and they said that was a phone number to another department. Discussed my dealings with a rep in which he got me in contact with floor supervisor David (waited on hold for 54.47 to hold for him in total this was a 3 hour call).
-David came on the line listened to my troubles and stated he would Email me the labels as this would be a faster procedure he also stated I should receive compensation for my troubles however stated he could not do that and he would get me Escalated to Repair/Replace/Exchange Manager. He provided me with repair Order 10566225069 and Escalation ticket # 105663117. I was then transferred.
-Spoke with Repair/Replace/Exchange Manager Michael he told me he could be reached @1-888-236-0927 Ext 7087 and his hours of Sunday to Thursday 2PM-10PM., he then stated he had canceled the email repair order and created a new order in which It was an escalated case and I would receive the box in 2 business days, he also stated that He would contact me on that Sunday to make sure everything was still under control, he also set the expectation to do a number of follow –up’s to see if I got the box, sent it off… etc… also upon return of my repair Xbox I was informed I would receive ample compensation for my troubles.
-5 days later I still had not received the box called and left 2 voicemails for Michael received no return calls…
-Contacted 1-888-236-0827 Ext 7087 on 01/26/08 to find that this was the phone number for my original Repair/Replace/Exchange Manager. Left a VM with my contact info Call back hours of 03/03/08-03/04/08 all day and my office hours for the remainder of the week.
-Contacted 1-888-236-0827 Ext 7087 on 01/28/08 to find that this was the phone number for my original Repair/Replace/Exchange Manager. Left a VM with my contact info Call back hours of 03/03/08-03/04/08 all day and my office hours for the remainder of the week.
-Puralator contacted me to notify me about the box they finally got in I asked their hours as I work out of town I informed them I would have to pick up the package in roughly 3-4 days when I can make it from work.
-Finally went to pick up the box they stated I had waited to long and the box was returned.
-Contacted Xbox support 2/29/8 speaking with Bryan (support rep) discussed the entire story with him waited for an hour and a half and he brought floor supervisor Leo on the line. Spoke with Leo he stated that he sees I have had issues with support. At this time I told him I had been willing to work under the warranty however due to the lack of support on Microsoft’s side I found it only fair that I receive a brand new Xbox for my troubles and return the old unit to them. I requested a 360 Elite he offered a repair service but that I would receive a new XBOX it would be the 2008 Model of the pro, I asked if it was like new/ refurbished he stated it would be brand new and that this was not even on the market yet. After discussing this with Leo I Informed him that I was over an hour and a bit over my lunch and that I would need a call back. He stated he would setup a call back for 5:00PM PST and he would also email my Repair/Replace/Exchange Manager. They also provided me with new Ref#1060227875.
-Waited that Evening and never received a call back. Called support an hour later spoke with Nathaniel. I explained what Leo told me and discussed the whole file again he kept placing me on hold back and fourth in total I was on hold for 47 min. He came back and informed me that his supervisor had contacted the Repair/Replace/Exchange number and they would contact me on Sunday @ 2:00 PM PST. He also confirmed the Repair/Replace/Exchange Managers phone number 1-888-236-0827 Ext 7087. I asked who would be calling me back and explained that I don’t feel a call back is acceptable at this time as this has been a 4 month procedure with no follow through from Microsoft and the worst support ever. I also asked who would call back and who was at the number he stated it would be whoever on the team is available.
-Sunday came, however no call back occurred.
-Contacted 1-888-236-0827 Ext 7087 on 03/02/08 to find that this was the phone number for my original Repair/Replace/Exchange Manager. Left a VM with my contact info Call back hours of 03/03/08-03/04/08 all day and my office hours for the remainder of the week.
-Contacted 1-888-236-0827 Ext 7087 on 03/03/08 to find that this was the phone number for my original Repair/Replace/Exchange Manager. Left a VM with my contact info Call back hours of 03/03/08-03/04/08 all day and my office hours for the remainder of the week.
-Was fed up with support attempted to locate Corporate or Executive relations for Microsoft Xbox 360 however these numbers are not readily available to the general public.
-Located Microsoft Canada Corp Office. Contacted them @ 1-877-568-2495 option 2-4 transferred to switchboard they connected me with a marketing coordinator.
-This individual notified me that she was not with that support team and informed me that she was not aware of the policies or procedure for that end of the business and apologized for the great incontinence this purchase has made for me. This rep provided more effort, accommodation, and willingness to try and assist me or get me to the appropriate group then any other support person and she is not even from the XBOX support team. She requested I send my concerns to t-neimas@microsoft.com and she would try to get this to the proper group.
-Contacted 1-888-236-0827 Ext 7087 on 03/04/08 to find that this was the phone number for my original Repair/Replace/Exchange Manager. Left a VM with my contact info Call back hours of 03/03/08-03/04/08 all day and my office hours for the remainder of the week.
-Contacted 1-888-236-0827 Ext 7087 on 03/05/08 to find that this was the phone number for my original Repair/Replace/Exchange Manager. Left a VM with my contact info Call back hours of 03/03/08-03/04/08 all day and my office hours for the remainder of the week.
-Contacted 1-888-236-0827 Ext 7087 on 03/06/08 to find that this was the phone number for my original Repair/Replace/Exchange Manager. Left a VM with my contact info Call back hours of 03/03/08-03/04/08 all day and my office hours for the remainder of the week.
-03/06/08 Contacted Support speaking with tech support Paul, again had to go over the reason I was calling, this rep stated a repair was created but that Xbox could not replace the components or Xbox 360 and that his supervisor was mistaken. Informed Paul that at this time I would like to speak with a Manager explained that no return phone calls are occurring, there is no executive contact information, and the service is horrible, and I’m just going in circles with support. Transferred to supervisor George, he confirmed that I will be receiving a box Tuesday of next week, I explained at this time I am not concerned with another repair. I explained that 2 floor supervisors (David/Leo) and also their Manager Michael have committed to me that XBOX will replace my system with a new 2008 system or all brand new 2008 components. I asked How i would be assured this was actually going to occur as I can not get back in contact with these people, how do I know they actually did the work unless its a new unit?, how do I know I will even get my unit back as I have been waiting for a repair since 11/11/07, and how can he ensure me a call back from Michael as I have attempted to call and leave a message for him over 7 times in a month and a half. George then transferred me to another supervisor Frank in which frank again asked what the issues were and I had to start all over. Frank stated he would get Michael to call me back I explained that does not work for me as I have been told that a number of times since 1/21/08 and this has not happened, I requested to speak with his boss, Michaels boss, or a manager equal to Michael. After waiting on hold for 49 minutes the call was disconnected.
-I was contacted via Email on 03/10/08 by Becky who is a Executive Xbox Manager she informed me that she would review my file within 1-2 business days.
-Becky contacted me on 3/11/08 she left me a VM with her contact info and all appropriate reference information, attempted to call her back and left her a VM.
-Becky contacted me on 3/11/08 she left me a second VM with her contact info and all appropriate reference information, attempted to call her back and left her a VM.
-Becky contacted me back on 3/12/08 from phone number (604) 855-7584 she apologized for the headache this has caused me, and stated she will continue to watch my file during the service. I informed Becky I was not looking for anything unreasonable and that I would just like the brand new 2008 Xbox 360 Pro and compensation that was promised and guaranteed by Supervisor David, Leo and also Michael. Becky stated that all the previous guarantees could not be provided and the past supervisors are incorrect. She stated when my unit is sent in they will provide me with a like new product with the like new up to date H/w, once my product was returned she stated she could look at sending me a game or doing something about my Xbox live service I have missed.
At this time due to the lack of assistance, poor services, no follow through to what is committed and the worst customer service I have ever experienced I am looking for Microsoft to fully replace my Console. I would like the 2008 360 pro model as per my conversation and the commitment from your management (Xbox 360 floor supervisors Mississauga, ON, XBOX Repair/Replace/Exchange Mgr). I also request a new member card (xbox live gold) for either the 4 moths of constant hassle with my product having issues or a full year to XBOX Live service. I think these requests are more then fair due to the number of issues I have had with your support. Originally they first few times I was willing to accept a repair as the warranty is put in place in lieu of possible failures. Please have someone contact me within the next 24-76 business hours in reference to this message and my concerns. Should no acceptable resolution be provided I will have to seek legal council to assist me further.
Wow, this is truly mindblogging how bad Microsoft with their billions treat their customers. I too bought a Halo 3 special edition console when it first came out and had a problem but with the wireless controller. After called Xbox 360 support and told yes, the customer has to pay for their defective product to get fixed, we sent the controller to them in October 2007. It is now, March 20, 2008 and we have yet to see the repaired or a replacement Halo 3 wireless controller. We too have waited hours and gotten all the standard lip service and run around about how they couldn’t find the controller in their repair center and that it’s up to us to deal with the courier company to make sure it got delivered to them and yet when it’s the other way around, they refuse to deal with it. Wow, how screwed up is this?
I can’t believe this, My son came in my room crying, he got the red lights of death, I didn’t know what he meant. his xbox 360 had red lights. after research, this happens to many people. This is a horrible product. To hurt kids this way is wrong. Microsoft should reimburse it’s customers. Being on a low income, this was a very expensive product. he received this as a birthday gift, and is so unbelieveably upset. I was told it will cost $140.00 to fix, are they nuts. It cost 400.00 already.
Well, my story is basically the same. I installed my Xbox in June of 2008 (it was a Xmas present that had never been removed from the box)and by December of 2008 it was gone. I was told to go buy a new cord and that would fix the problem.
Guess what happened after I shelled out the money for the new cord. That’s right NOTHING. Called back customer service and spoke to a new person. They told me that my box was no longer under warranty and that it would cost $99 plus shipping to repair. I asked to speak to a manager. I explained to him that although the box had been purchased a year ago, it had only been used for 6 months.
Nothing he could do. The bottom line is this. I will no longer purchase another thing from MicroSoft. NOT A THING. And I suggest you do the same. Buy Macs, get Sony Playstations or Wiis. Use Netscape instead of Explorer and Lotus instead of MS Office. I have 4 nephews that all own an Xbox. I used religiously buy them games for Christmas and their BDays. Never again. MicroSoft will not get another penny of my money.
guess what i have the same prob. but i stupidly bought anthor one, and that now has the lights of death. after over twenty calls to there support center, they still havent picked up either of my xboxs , so tomorrow the court paperwork goes in. i look forward to seeing what bull they come out with in court. will keep you posted
so i had an xbox that decided to eat 5 of my games. i get told by xbox, 4 times, that they will only replace two of them( halo3 and rock band, which cost me $300) i ship both out only to have my halo replaced and the same rock band disk with the shipping envelope returned. i call to see why and I’m told that they wont replace rock band. now I’m out another $300 on top of the $240 for the other games that dont work anymore either. and because i’m only a consumer, i have to take it because xbox doesnt care. it seems to be a recurring problem with xbox, “im big, your small so haha take it”. unsound business.
My son bought an xbox 360 in June of 2007 with an extended warrenty. By Aug. it had stopped working. we to it back to the store and they replaced it. In Feb. the red rings came on the the machine shut itself off. After turning it back on he noticed that the back of the console had melted and the seam had split open a little. We took it back to the store but they told us we would have to take call microsoft. They sent a box to have it sent back. When we received it back it had not been repaired and a form letter was inclosed. After several calls over the next 4 weeks we were told that the console had melted due to external forces and the warrenty was void. That encluded the extended warrenty. They would not let me take to the repair place to find out what kind of external force could have caused that. Nor would they let me talk to a manager. has anyone else experienced this situation. Is there a class action lawsuit that i can get in on
My son bought an xbox 360 in June of 2007 with an extended warrenty. By Aug. it had stopped working. I took it back to the store and they replaced it. In Feb. the red rings came on and the the machine shut itself off. After turning it back on he noticed that the back of the console had melted and the seam had split open a little. We took it back to the store but they told us we would have to call microsoft. They sent a box to have it mailed back. When we received it back it had not been repaired and a form letter was enclosed. After several calls over the next 4 weeks we were told that the console had melted due to external forces and the warrenty was void. That included the extended warrenty. They would not let me talk to the repair place to find out what kind of external force could have caused that. Nor would they let me talk to a manager. Has anyone else experienced this situation. Is there a class action lawsuit that I can get in on
I continues, I’m on my fourth repair in 6 months. I can’t count the amount of broken promises I’ve heard from customer service.
I contacted the Better Business Bureau,
and they seem to be taking it very seriously.
But we’ll see….
Please note that I had bought two units of Xbox 360, recently. However, I am highly disatisfied by the product.
1. The games are not up to the mark
2. Recently purchased samckdown vs raw 2008. Already replaced the game as there was some technical problem in it. Again purchased from another dealer. Same problem.
I am fedup of the same & need to lodge complain against the company.
Kindly advice, where I can lodge my complain.
Chirag Patel
WOW, I thought I was one of a few…Same promises by the guys in India, who all have American sounding names. After multiple promises that UPS would show up at my door with a box to send back the 360, I am now told that “Just because we give you a service request number, it does not mean it goes into the system” I am not sure what that means. Why have an 800 number for repairs? What’s the point of telling them you have a problem? Today a ‘supervisor’ told me I would get a call tomorrow from the service center. Another lie?
Has anything come of this? I have had the same problems as everyone else. What can we do?
I have the same problem. What can we do?