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Good Read 
The Great Xbox 360 Repair Debacle - Part II
Great read, i know its like the 3rd time but just figured you guys would like the whole summed up thoughts about it from a pro. The dates are off i think though. Hopefully after all these complaints microsoft will admit their problems and finally come to the table and make a deal or something. Its just ridiculus how they never admit the problem when there really is a huge problem.Those in the UK who have recently sent Xbox 360 consoles away for repair and are waiting for them to return, be prepared for a very long wait. As a writer for we play Xbox, I have been without my Xbox 360 console for over a month and am writing to share my experience with Xbox support and an update on why Microsoft now say that repairs are taking up to 25 working days.
My Experience So Far
Id had my console since it launched in the UK in December 2005. Regrettably on May 17th 2007, my console started to show 3 red lights and eventually stopped powering up completely. I called Xbox Support and arranged to have my console collected, repaired and returned. The support process went fairly well and I was generally pleased with the procedure.
Unfortunately, on receipt of my repaired Xbox 360, two problems were clearly apparent:
1. The Xbox 360 I had sent to support was in pristine condition. Although it was over a year old, I had kept it in perfect condition and it looked as new. The Xbox 360 I had received back had a rather large crack on the back and was not in good condition.
2. More importantly, the Xbox 360 Id received back still did not work. After a few minutes of use, the picture on my screen became garbled and pixilated, the console itself continually froze and I couldnt do anything with it. Though the accompanying letter assured me that my repaired console had been tested thoroughly, this obviously was not the case.
I therefore sent my replacement Xbox 360 back to support once again on July 5th 2007 and despite being told that my replacement would be with me in 10-15 days, Im still waiting on a replacement. Ive phoned support on numerous occasions and have been told that the only information available is that the console is at the repair centre. Ive asked if Im likely to receive the same cracked console in return, and have been told on numerous occasions that they simple dont know. According to a Microsoft representative, their policy is to always repair the same console. This cant be true as the broken console I received back had a different serial number and MAC address to the one I had sent to them.
Though I appreciate the large number of returns that Microsoft are required to handle, Ive found their service to be far below standards. Here are summaries of three calls Ive recently placed:The experience so far has of course been nothing short of a complete nightmare. Having missed the entire Halo 3 beta, Ive also now got Forza Motorsport 2 and Colin McRae DiRT sitting here unplayed. (Apologies for the lack of reviews on those two!)
- When calling Xbox Support on week beginning July 11th, I was assured that the console would be returned to me that week. On Friday 15th, having not received the console, I called Xbox Support once again. I was advised that the console would definitely be with me the following week. It didnt arrive.
- On week beginning July 18th I placed another call to support a few days ago and spoke to a most unhelpful representative who continually gave false information. Unhappy with the lack of information and unwillingness to help or reassure me, I asked to speak to a supervisor. The representative went away, put me on hold for approximately 10 minutes and on his return advised that the supervisors were too busy and didnt want to talk to me. He suggested I call back later. I advised that Id rather stay on hold and speak to them when theyre available. He then put me on hold for a further 30 minutes before cutting me off.
- Today, July 26th, I spoke to Xbox Support once again and spoke to a very rude representative who again showed no signs of being willing to help. She simply advised that my console was still to be repaired and due to unforeseen circumstances, it could take a further 10 days. When asking what was causing the delay and if I would receive any compensation, I was simply told that no information was available right now and Id need to call back in a few days. When trying to query the matter further, the representative ended the call.
So, what is causing these delays? Why must we wait so long when were being made to pay for this repair service? Here are a few theories.
Possible Reasons for the Delay.
The New Heatsink
We reported not long ago that repaired Xbox 360s were being sent back with a new heatsink installed to help aid cooling. We even provided a guide on how to tell if your repaired 360 has the new heatsink. Originally, Id assumed that this new piece of hardware being installed was the reason for the repair delays. Now that the wait becomes longer, Im not so sure.
Overflow of Broken 360s?
With the sheer number of broken Xbox 360s being sent back to Microsoft its entirely possible that theyre being overwhelmed by the amount of repairs needed. Smarthouse recently reported that retailers are claiming that Microsoft has had to handle a failure rate of over 30% with their Xbox 360 console. Though Microsoft have often stated that the failure rate is approximately 5%, it is clear to see that the actual figure must be a lot higher.
*update* 360-gamer.com are now reporting that Microsoft are receiving 2,500 broken Xbox 360s per day in the UK.
Overseas Repairs?
Over on the official Xbox forums, many users have been suffering from the same problem as I. They sent their consoles for repair a few weeks ago and are still left waiting. Mr Campo, a forum user had the following to add about his experience:Just an update for people who currently have or are going to be sending a console to the Microsoft Repair Centre. Ive just rang them up, and still my console is sitting in a room and has not been looked at (Been around 3 weeks now). I spoke to the manager and was told that the repair centre is being moved to a different country. Yes thats right country. This is adding on an extra two week wait for the repair time. So instead of 15 working days, its now 25 working days.Though we wont know for certain what is causing the delays, unless Microsoft are kind enough to step forward and offer an answer, we can assume that the three factors mentioned above may all be lengthening the time taken to receive your repaired console.
Why We Customers Have Due Cause For Concern.
There are two key points that we must emphasis before moving on:Now, considering that the Xbox 360 console has a high failure rate and were being made to pay for repairs when the console is out of warranty, one would assume that the repair/replacement procedure would be swift and sufficient. This however is not the case and is primarily our cause for concern.
- The Xbox 360 console in its current form is not reliable. Only a true optimist could argue this point. Id had a launch console for over a year and had never thought that the reliability problems would affect me. Be warned, if you have an Xbox 360 console, there is undeniably a chance of failure. A good chance.
- Were being made to pay for repairs. If your console is outside of the standard 12 month warranty, Microsoft will only repair your console for a fee of approximately £70. Considering that the current hardware has such a high failure rate, being charged at all is questionable.
Microsoft representatives at the repair centre are now telling customers that the original 10-15 day quoted repair time has become up to 25 days. Thats 25 working days by the way, a whole 5 weeks. Over a month without your console. A shockingly slow turnaround for a paid repair service.
On April 19th, Mercury News were able to interview Peter Moore (pictured above), Corporate Vice President of Microsofts Interactive Entertainment Business division, and put forward a few reader questions. Here is one of those very questions:
Q (from reader): Id like a straight answer on issues with hardware quality (have suffered through 2 defective 360s in a 7 month span and am about to call it quits with this system). MS claims an acceptable 3% failure rate but I imagine the actual number to be much higher perhaps 2x or 3x more?We can almost understand the above, if failure rates are high you do commit to treating customers well and focus on fixing their problems. However, My Moore, we assure you that customers are being treated very poorly and problems are now taking an age to fix. Weve got to ask; If Microsoft arent improving the 360s hardware or admitting to systematic faults and arent it would seem focusing on customer support anymore, what is it that you are doing?
A (Peter Moore): I cant comment on failure rates, because its just not something its a moving target. What this consumer should worry about is the way that weve treated him. Yknow, things break, and if weve treated him well and fixed his problem, thats something that were focused on right now. Im not going to comment on individual failure rates because Im shipping in 36 countries and its a complex business.
I will keep this article updated with news of my missing 360. Itd be nice to hear from others who are suffering a similar fate.
Someone did stand up but i guess the court systems take along time to bring a case to anyone. Hopefully we'll see something out of this
The Great Xbox 360 Repair Debacle - Part II
Following on from Tuesdays article; The Great Xbox 360 Repair Debacle, I now have some updates to share with you all, including word from none other than Xbox Lives Director of Programming, Larry Hryb, a.k.a. Major Nelson.
*update at 20:28* Thanks to Major Nelson, I have just been called by a Microsoft representative and have added further news to the bottom of this article.
After publishing the article two days ago, I received a message via Xbox Live from Major Nelson which read:Hey there read your story about your Xbox 360. Can you sent me an email with your support ticket numbers so I can investigate? My email is [email protected].
Thanks.
Major Nelson
Naturally, I was delighted. Somebody from Microsoft was finally stepping forward and willing to try to provide at least an explanation. Unfortunately, here is how the discussion has developed:
From: Parm Mann, Sent: Wednesday, June 27 2007, 12:36Hi Larry,From: Major Nelson, Received: Wednesday, June 27 2007, 15:05
Thanks for getting in touch, its very nice to hear from you and I hope youre well.
My current Xbox Support reference number is ##########.
As stated in my article, I first sent off my original Xbox last month only to receive a broken and cracked Xbox in return, the reference number from that repair was ##########..
I do appreciate you taking the time to get in touch with me and your assistance is sincerely appreciated.
Kind Regards,
Parm
Thanks. I am escalating now..From: Parm Mann, Sent: Wednesday, June 27 2007, 21:20
Hi Larry,From: Major Nelson, Received: Thursday, June 28 2007, 04:12
Just a quick note to ask if youve had any updates on the Xbox 360 repair delays? I know you must be very busy but myself and a lot of readers are waiting for news on their consoles and any information you can provide will be very much appreciated.
Kind Regards,
Parm
I do not, sorry.From: Parm Mann, Sent: Thursday, June 28 2007, 09:25
Is there likely to be any further information?From: Major Nelson, Received: Thursday, June 28 2007, 14:59
If I get any, Ill share them.Thats all so far. Whilst we still wait to hear from Major Nelson again in the hope of getting some information, we dont expect to hear much more. It is possible that Major Nelson has been too busy to investigate the matter just yet, which is completely reasonable.
*update at 20:28*
A Microsoft representative, asked by Major Nelson to call me has just been in touch. The man was very polite and by far the most helpful representative Ive spoken to thus far. First and foremost, he clarified my scenario and sincerely apologised. He advised that my console was still at the repair centre but assured me it would be with me within the next seven days. Stating that he wanted to be completely honest with me, he informed me that there had been a large amount of consoles sent in for repair over the past few weeks and the unexpected influx had caused the delays.
In addition to his apologies, he was willing to offer me compensation in the form of a wireless controller or Xbox 360 game. Though appreciative of his offer, I advised that all I really wanted was my console. I went on to explain that a lot of customers feel detached from Microsoft right now as those in a similar situation to mine have been without a console for quite some time and have been able to get no explanation. I asked him to pass my comments to Major Nelson and implored him to suggest that an explanation and an apology for the current delays be publicly announced via xbox.com or majornelson.com. He understood that we customers currently without our consoles needed reassuring.
He assures me that Microsoft are working as hard as they can to bring the estimated repair time down from 25 days back to 10-15 days. I hope that by shedding some light on this situation, all those still without consoles get them back sooner rather than later. Ill keep you updated on the arrival of my own.
It includes a sound recording with the microsoft representative and how they reacted calling him a lier and more!! look
