http://xbox360.ign.com/articles/760/760269p1.html
As with any passing, funeral arrangements were an unpleasant necessity. Dialing into Microsoft, we were greeted by Max, a cheery mate that makes dying Xbox 360s seem cool. Max is an automated greeter you can personally experience by calling 1-800-4MY-XBOX. His speech is a bit obnoxious—sort of how we imagine the inventor of the hoody-blazer talks—but Max connected us to a real consumer service rep pretty quickly. If you can't be arsed to dial the phone number yourself, click here for a sample of Max's dope spiel.
Since our deceased Xbox was manufactured with the launch batch ("2005-10-19" on the back of the console), Microsoft offered to repair the system free of charge—even though it lived past the one-year warranty other 360 consoles enjoy. Four business days later (exactly as advertised), we received in the mail a cardboard coffin for our Xbox 360.
More...
Friday, February 2, 2007
Tuesday, January 30, 2007
Monday, January 29, 2007
I really enjoy this picture
Ev3ntH0riz0n has been spotted passing around this picture on the forums.
The EA incident
http://biz.gamedaily.com/industry/feature/?id=13636
Is the Xbox 360 failure rate higher than we think? And is Capcom's recent release of Dead Rising contributing to the problem? Microsoft and Capcom refute the claims of an EA employee who suggested that 360 failure rates were in the 30-50% range.
More.
Is the Xbox 360 failure rate higher than we think? And is Capcom's recent release of Dead Rising contributing to the problem? Microsoft and Capcom refute the claims of an EA employee who suggested that 360 failure rates were in the 30-50% range.
More.
The Big Box Project
Payback is a dish best served in a giant box.
The Big Box Project
The Story
Like many others, I have a broken xbox 360... again. This is the second time I've experienced the flashing red lights of death since purchasing the console in the late summer of 2006. The console was replaced by Microsoft upon first failure under the original 90 day product warranty. Fast forward to present day, same failure... different story.
The problem isn't the console, it's the service. This time they left the door cracked just enough for me to barge in... big box in hand.
more
The Big Box Project
The Story
Like many others, I have a broken xbox 360... again. This is the second time I've experienced the flashing red lights of death since purchasing the console in the late summer of 2006. The console was replaced by Microsoft upon first failure under the original 90 day product warranty. Fast forward to present day, same failure... different story.
The problem isn't the console, it's the service. This time they left the door cracked just enough for me to barge in... big box in hand.
more
Kotaku poll (this is why internet polls are retarded)
Has your Xbox 360 ever crapped out?
Yup. Hasn't exactly been smooth sailing.
43.8% (4727 votes)
Crap schmap. No probs whatsoever!
38.0% (4103 votes)
Not mine, but a friend's has.
18.2% (1968 votes)
10798 total votes. results as of 01/29/2007 04:13:11 am.
http://kotaku.com/gaming/original/the-great-xbox-360-crapout-poll-226864.php
Somewhat impossible to get accurate polls on the internet when it is filled with fanatical fantards.
Yup. Hasn't exactly been smooth sailing.
43.8% (4727 votes)
Crap schmap. No probs whatsoever!
38.0% (4103 votes)
Not mine, but a friend's has.
18.2% (1968 votes)
10798 total votes. results as of 01/29/2007 04:13:11 am.
http://kotaku.com/gaming/original/the-great-xbox-360-crapout-poll-226864.php
Somewhat impossible to get accurate polls on the internet when it is filled with fanatical fantards.
Team Xbox Poll
Team Xbox poll
http://forum.teamxbox.com/showthread.php?t=392599
it works just fine 1354 82.26%
it's defected 292 17.74%
http://forum.teamxbox.com/showthread.php?t=392599
it works just fine 1354 82.26%
it's defected 292 17.74%
Microsoft denies widespread glitches alleged in class-action complaint.
This is slightly old.
http://pcworld.about.com/news/Dec062005id123844.htm
Customer Claims Xbox 360 Defective
Microsoft denies widespread glitches alleged in class-action complaint.
Elizabeth Montalbano, IDG News Service
A Chicago man has filed a class action complaint against Microsoft claiming the company knowingly distributed defective Xbox game consoles in its hurry to beat rivals to market with a next-generation gaming product.
A complaint filed in a U.S. District Court in Illinois by Robert E. Byers alleges that Microsoft designed a power supply and a CPU into the Xbox 360 that run too hot and overheat, causing the console to freeze or lock up when being operated. The design defect is "material" because "it renders the Xbox 360 game consoles completely inoperable," according to court documents filed December 2.
More
http://pcworld.about.com/news/Dec062005id123844.htm
Customer Claims Xbox 360 Defective
Microsoft denies widespread glitches alleged in class-action complaint.
Elizabeth Montalbano, IDG News Service
A Chicago man has filed a class action complaint against Microsoft claiming the company knowingly distributed defective Xbox game consoles in its hurry to beat rivals to market with a next-generation gaming product.
A complaint filed in a U.S. District Court in Illinois by Robert E. Byers alleges that Microsoft designed a power supply and a CPU into the Xbox 360 that run too hot and overheat, causing the console to freeze or lock up when being operated. The design defect is "material" because "it renders the Xbox 360 game consoles completely inoperable," according to court documents filed December 2.
More
Sunday, January 28, 2007
Final Straw, Time to escalate!
Via the Xbox.com forums. Original Post
From
If you need to escalate...
email Richard Kaplan (Vice President, Customer Service, Partners and Automation) at richsupp@microsoft.com
http://www.microsoft.com/presspass/exec/kaplan/default.mspx
Now for the show...
To Whom It May Concern,
Filing complaints is not a common practice of mine, however the recent level of service I have received from your XBOX 360 support departments has been among the worst support I have ever received as an electronics consumer.
My concerns are regarding ongoing case numbers #********** and #********** . During both of these support cases I have been treated in a manner that is 180 degrees from the service I received in April of 2006 when I had my console fail (three red lights of doom). During that case I was extremely pleased with the service I received, my console was replaced within one week with the help of knowledgeable representatives.
Unfortunately there is no way for me to know what decisions have been made at Microsoft to lead to today’s low quality of service, but what I do know is that I am not the only customer to have run into these issues or to have these concerns. Reading through and participating in ongoing conversations on your very own forums is enough evidence to prove this.
Getting back to the issues at hand, I am going to give you the details on both of the previously mentioned case numbers.
Case #********** (Defective Wireless Headset)
Initially I placed a call during the holiday season to report the "usual" problems that so many other XBOX 360 players are experiencing (read case details on your system). There are no notes regarding this first call due to the fact that your representative felt it was better to argue with me about whether or not the retailer would take the headset back. Because it was the holiday season and I had enough things to stress about, I decided to drop the issue and call back at a later time.
January 18th came around and I decided it was time to deal with this problem. During this call I was told such things as "Sir, the wireless headset has a maximum range of three feet" (of course it is actually thirty feet). After debating with the representative for a few moments and informing him that I had already tried all the trouble-shooting methods I demanded to speak with his supervisor. Before transferring me the representative said in a rather rude tone "I will make a note on the system that you think the maximum range is thirty feet".
Once Joy (the supervisor) got on the phone I actually thought something was going to be done, and after Joy said she would process the warranty replacement (like she was doing me a favor) I thought everything was fine.
One day later I got an email stating "Your wired headset is on the way". Once again I was forced to make a call to try and resolve yet another problem. Making a call to support I explained this whole story to the representative that answered and he immediately transferred me to his supervisor Jet. At first Jet wanted me to wait for the wired headset to arrive before proceeding, I told Jet I didn't find that acceptable because this was not an error on my part. Jet agreed and we made a deal that if I provided the tracking number after shipping the defective wireless headset that he would make a note in the system to send a replacement unit and we would handle returning the mistakenly sent wired headset separately. UPS delivered the defective wireless headset to your McAllen TX location on 1/26/07 and it was signed for by Mitch Jones. Monday (1/29/07) I plan to call for an update.
Case #********** (Power Supply in Service Agreement replacement)
Wednesday January 24th 2007 I called to get the power supply for the XBOX 360 replaced (read case details on your system) and was told by the representative that because my system is still under the service agreement that Microsoft would send me the replacement unit and at that point I would send my power supply back in the postage paid box.
January 26th I called to verify the status and yet again was told a different story. When the representative tried to tell me that I would have to send in my unit (at my expense) before Microsoft would send a replacement I said I wanted to speak with a supervisor because I am under service agreement and I shouldn't have to pay for shipping (as the rep from the previous call had said). The representative "acted" as if she was going to transfer me to a supervisor and proceeded to place me on hold for more than twenty minutes, I was fed up at that point I hung up the phone and started writing this letter.
Important to note as well is the fact that the representative I spoke with on January 26th regarding this case tried to tell me that I was going to have to pay for the expense of shipping the Power Supply to your location. Even after telling her that I have the two year service contract that I paid for to handle just this problem she said “I am sorry Sir but those are the rules”. Maybe I’m crazy but I could swear the service contract states that Microsoft will cover Shipping Expenses related to fixing the XBOX 360 console and original accessories.
For the past three years I have praised everything XBOX and told friends and family that there is no better console on the market. Today those statements still hold true for the XBOX 360 and the services you provide. When it comes to support however, there is nothing positive to say because you are failing miserably in every category. Now I will give you a list of the apparently outrageous expectations I have regarding these two cases followed by several expectations I have for general customer support that should be provided to the consumer.
I expect to have the Wireless Headset replaced with a functioning unit, that does not drop its connection when I am within 10 feet of the console, or when I just turn my head. Seems like a reasonable request when the Maximum range is supposedly 30 feet.
I expect to have a power supply replacement sent to me as I was told one would be by a Microsoft Representative, at which point I will send my defective unit in. Shipping expenses had better be covered by Microsoft or you would be in violation of the service contract agreement that both Microsoft and I entered into.
I expect Microsoft to at the very least stand by the final line of text in their Service Contract “Microsoft’s obligations under this Service Contract are backed by our full faith and credit”.
When customers call in for support on a Microsoft product they should not be forced to communicate with representatives that have, incorrect information, scripted responses and bad attitudes.
Customers should not be forced to escalate calls to supervisors every single time they call in for support, and when they do escalate the call they should be communicating with a more informed employee that those we have been forced to deal with.
Microsoft technical support representatives should know more about your products than the general consumer, this is not currently the case and should be considered rather embarrassing by your Customer Support Division.
This could go on forever because these support calls feel as if they took place within a really bad comedy movie, unfortunately they took place within your call centers.
Regards,
From
If you need to escalate...
email Richard Kaplan (Vice President, Customer Service, Partners and Automation) at richsupp@microsoft.com
http://www.microsoft.com/presspass/exec/kaplan/default.mspx
Now for the show...
To Whom It May Concern,
Filing complaints is not a common practice of mine, however the recent level of service I have received from your XBOX 360 support departments has been among the worst support I have ever received as an electronics consumer.
My concerns are regarding ongoing case numbers #********** and #********** . During both of these support cases I have been treated in a manner that is 180 degrees from the service I received in April of 2006 when I had my console fail (three red lights of doom). During that case I was extremely pleased with the service I received, my console was replaced within one week with the help of knowledgeable representatives.
Unfortunately there is no way for me to know what decisions have been made at Microsoft to lead to today’s low quality of service, but what I do know is that I am not the only customer to have run into these issues or to have these concerns. Reading through and participating in ongoing conversations on your very own forums is enough evidence to prove this.
Getting back to the issues at hand, I am going to give you the details on both of the previously mentioned case numbers.
Case #********** (Defective Wireless Headset)
Initially I placed a call during the holiday season to report the "usual" problems that so many other XBOX 360 players are experiencing (read case details on your system). There are no notes regarding this first call due to the fact that your representative felt it was better to argue with me about whether or not the retailer would take the headset back. Because it was the holiday season and I had enough things to stress about, I decided to drop the issue and call back at a later time.
January 18th came around and I decided it was time to deal with this problem. During this call I was told such things as "Sir, the wireless headset has a maximum range of three feet" (of course it is actually thirty feet). After debating with the representative for a few moments and informing him that I had already tried all the trouble-shooting methods I demanded to speak with his supervisor. Before transferring me the representative said in a rather rude tone "I will make a note on the system that you think the maximum range is thirty feet".
Once Joy (the supervisor) got on the phone I actually thought something was going to be done, and after Joy said she would process the warranty replacement (like she was doing me a favor) I thought everything was fine.
One day later I got an email stating "Your wired headset is on the way". Once again I was forced to make a call to try and resolve yet another problem. Making a call to support I explained this whole story to the representative that answered and he immediately transferred me to his supervisor Jet. At first Jet wanted me to wait for the wired headset to arrive before proceeding, I told Jet I didn't find that acceptable because this was not an error on my part. Jet agreed and we made a deal that if I provided the tracking number after shipping the defective wireless headset that he would make a note in the system to send a replacement unit and we would handle returning the mistakenly sent wired headset separately. UPS delivered the defective wireless headset to your McAllen TX location on 1/26/07 and it was signed for by Mitch Jones. Monday (1/29/07) I plan to call for an update.
Case #********** (Power Supply in Service Agreement replacement)
Wednesday January 24th 2007 I called to get the power supply for the XBOX 360 replaced (read case details on your system) and was told by the representative that because my system is still under the service agreement that Microsoft would send me the replacement unit and at that point I would send my power supply back in the postage paid box.
January 26th I called to verify the status and yet again was told a different story. When the representative tried to tell me that I would have to send in my unit (at my expense) before Microsoft would send a replacement I said I wanted to speak with a supervisor because I am under service agreement and I shouldn't have to pay for shipping (as the rep from the previous call had said). The representative "acted" as if she was going to transfer me to a supervisor and proceeded to place me on hold for more than twenty minutes, I was fed up at that point I hung up the phone and started writing this letter.
Important to note as well is the fact that the representative I spoke with on January 26th regarding this case tried to tell me that I was going to have to pay for the expense of shipping the Power Supply to your location. Even after telling her that I have the two year service contract that I paid for to handle just this problem she said “I am sorry Sir but those are the rules”. Maybe I’m crazy but I could swear the service contract states that Microsoft will cover Shipping Expenses related to fixing the XBOX 360 console and original accessories.
For the past three years I have praised everything XBOX and told friends and family that there is no better console on the market. Today those statements still hold true for the XBOX 360 and the services you provide. When it comes to support however, there is nothing positive to say because you are failing miserably in every category. Now I will give you a list of the apparently outrageous expectations I have regarding these two cases followed by several expectations I have for general customer support that should be provided to the consumer.
I expect to have the Wireless Headset replaced with a functioning unit, that does not drop its connection when I am within 10 feet of the console, or when I just turn my head. Seems like a reasonable request when the Maximum range is supposedly 30 feet.
I expect to have a power supply replacement sent to me as I was told one would be by a Microsoft Representative, at which point I will send my defective unit in. Shipping expenses had better be covered by Microsoft or you would be in violation of the service contract agreement that both Microsoft and I entered into.
I expect Microsoft to at the very least stand by the final line of text in their Service Contract “Microsoft’s obligations under this Service Contract are backed by our full faith and credit”.
When customers call in for support on a Microsoft product they should not be forced to communicate with representatives that have, incorrect information, scripted responses and bad attitudes.
Customers should not be forced to escalate calls to supervisors every single time they call in for support, and when they do escalate the call they should be communicating with a more informed employee that those we have been forced to deal with.
Microsoft technical support representatives should know more about your products than the general consumer, this is not currently the case and should be considered rather embarrassing by your Customer Support Division.
This could go on forever because these support calls feel as if they took place within a really bad comedy movie, unfortunately they took place within your call centers.
Regards,
Was your first Xbox 360 a Lemon?
Aot of people, mainly launch console owners has troubles with the Xbox 360 consoles dying, and to make matters worse getting a "working" console back seems to be a challenge for alot of gamers.
We are attempting to get people who have had difficulty getting a working Xbox to sport the lemon gamerpic as sign of unhappiness with the quality of the product, or service.
So did you buy a lemon?
We are attempting to get people who have had difficulty getting a working Xbox to sport the lemon gamerpic as sign of unhappiness with the quality of the product, or service.
So did you buy a lemon?
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