He's gonna get a call in 10 years with the correct code...

Wow, a five hour phone call?

Oops, shoulda kept reading. Adding up his numbers gave me five, but he later says 4. Still, I can't think of much that's worth a 4 hour phone call.

Sheesh. It's stuff like this that makes me wary of getting a 360, despite the fact there are several games I'd like to play on it.
(Oh, and the hardware reliability... That's a big negative to me...)

Damn, remind me to never, ever buy one of those cards.

D00d, you can actually GET ON to XBL?

Need any more proof that Microsoft customer service SUCKS? I was supposed to get a free month of Live service when I first got my Xbox. Never got a thing, after emailing to ask why, I was told I was not going to get it either, no matter how much I asked.

Matthew should call them back (And record the phone call of course), and tell them that a lengthy article has been posted about the issue on Consumerist.com. Then he can proceed to ask for a replacement card. We'll see how fast they send one then.

Honestly, did we have to deal with this crap back in the Sega Genesis days? Times were better back then... I'd like to go back please.

funny. my boyfriend had the same problem. after a process of elimination and after about 1 hour we figured the code out. no thanks to microsoft.

Oh, and in case you don't see my name beside my avatar, yes, I have a 360 being serviced right this moment. All these new games, nothing to play them on. I love it, I really do.

ok here's the deal and let me construct this sentence the way that no one seems to get

I have a card that I scratched TOO HARD and now this is YOUR fault YOU can't/won't replace something I did

to put this in another view, if you bought a car from a car company and it had a defect in it, so they replaced it, they gave you free leather seats as a bonus, you then sat in said seats with a pen in your pocket and ruined the seats, sorry but you did that to the car not the company

also another point, the ppl in xbox live support do NOT have access to the codes, unless that's changed and that's very doubtful, so him calling is pointless

scratching the card too much was with in the top 5 calls at the xbox call centre i worked at

scratching a card too hard is YOUR fault and sorry i have no pity for you being a drama queen

also how good can a product be if you have to keep returning it cause it's defective?

ha...scratch hard...but not too hard.

I manage an EB Games. I deal with this more often than I'd like to. I fail to see how it's anyone's fault but yours if you scratch the number off the card. I've scratched about 20 of the cards myself and I've never had an issue. If you use your finger nail you won't scratch the number off. If you use a coin or something (which if you'd try your fingernail first you'd know you don't need to use a coin) than it's your fault for going too hard on the card. I really don't see why the retailer OR Microsoft should be rewarding people's stupidity .

@MadChad: So I shouldn't use my double edged diamond razor for scratching purposes?

Maybe the person should learn some friggen' self control and not scratch so damn hard. I've had a few PC games where I screwed myself over by accidentally scratching off the CD-Key on those.
The few times that happened, I bite the bullet and buy a new copy of the game if I really like it.

This happened to me two weeks ago, actually.

My Live account expired on 1/1/08. I never received an email warning me that it was about to expire, merely one telling me it was over. Great. Wonderful. On hangover day.

So I was given the option of either running out and buying a card (not too wonderful an option) or putting my credit card into a shared Xbox (also not too wonderful an option.)

I managed to find an old 12 month card given to me years ago. It was branded for the Xbox, not the 360. Scratched it. Couldn't read it. Called customer support. Was told to return it to the point of purchase. Who knows were that was?

I just ate the lost card. Oh, well. So I had to put the credit card into the Xbox. I actually did it online via my PC. Sounded like a good idea, but my 360 still ended up with my credit card info, and one roommate still managed to "accidentally" put points on my account and buy Tron. I was not amused.

I understand them not refunding over-scratched cards. Whatever. I don't understand them making it so difficult to get my credit card info out of their system and off of my xbox so no more "accidental" purchases can be made.

happened to my brother once... he just returned the card to best buy with no problems.

I don't really think it is a matter of scratching too hard. We had a card that my boyfriend scratched off with his fingernail, the same method used for scratching off all of our cards, and the number came right off with the silver coating.

Luckily, we still had the receipt and Best Buy exchanged the card for us. It makes me wary of buying any more point cards, but I definitely don't want Microsoft to have my CC info.

I had this happen on a microsoft points card I recently purchased. I used a key (first thing I found in my pocket). Of course, that was way too hard an object to use, but honestly shouldn't microsoft warn people that their cards are more "scratchable" than, say, EVERY OTHER GIFTCARD EVER MADE. And on the same note, why can't microsoft use the same type of gift cards everyone else uses where the number is part of the card rather (i.e. can't be scratched off) rather than have numbers printed on (=can / will be scratched off)?

I ended up being able to guess the 2 numbers I scratched off as portions of the digits still remained, but one slip of the wrist and I could have ended up just like Matt.

@cleverlymadeup
So it's my fault for using the product as intended and subsequently ruining the product? Worst. Policy. Ever.

huh-buh?

He scratched the card he got from Microsoft for his repair? I just got mine back from being replaced and that card is NOT a scratch-off.

Mine came faded and some of the ink had rubbed off already. It was a pain and they just considered it overscratched, but I was eventually able to get a new code from best Buy, after making them call Microsoft and confirm the card hadn't been used.

I've done this before. The rep was smart enough to tell me to go back to where I purchased the card (Best Buy) explain to them the situation and reference some customer service pin and they would take care of it.

No questions were asked when I went to BB to explain what happened.

if i had a nickle for every time this happened to me, id have 1 nickle.

@BPMΩ:

A friend of mine just had his 360 & PS3 die within 48 hours of each other. Fuck all of the "Next-Gen" consoles, I'll stick with my PC.

Although the Wii *is* pretty cool.

This almost makes we want to pull the Live card I used last week out of the trash and see how hard you actually have to scratch to incur damages. For the record, I used a penny with no ill effects.

Wow, some of you are pretty hardcore set in your opinion of "it's the customers fault" aren't you?

I can sympathize with Matthew because I had the same thing happen with one of my 1600 point cards that I received as a Christmas present. The first one I scratched off without issue but the second one is a loss at this point. I couldn't get that stupid plastic shell off to actually access the card so I took it into the kitchen to go at it with a knife. That did the trick and instinctively I used the knife to scratch off the code. I wasn't pushing particularlry hard or anything but managed to wipe out all but the first 9 characters (xxxxx-xxxx) of my point card. I was thinking that maybe Microsoft could help me out in this situation. After all, I have the first nine digits and that other number code is clearly visible on the back of the card as well. I was thinking that they might be able to input what I have along with that additional number and give me my code. Negative on that idea though.

Maybe it is the fault of the consumer for scratching too hard but I haven't experienced anything that scratches off as easily as the characters under that silver scratch-away barrier. I read the packaging and the only warning they give is not to scratch it off before you are ready to use it. It mentions nothing about not scratching hard or anything like that. A scratch off game piece, a lottery ticket, these would still have all the information clear and legible if I used the exact same knife to scratch this point code.

Microsoft already has all of our information in their system. Look to see if they have purchased points before. Does the consumer spend money on Live pretty often? Why can't they help the consumer and credit the points with what information they have and make note of it on file and EXPLAIN how to/not to scratch the code off in the future. Let the customer know that it's a one time thing. I promise that the end user after making a silly mistake and wasting their $20 or $40 purchase for nothing won't be making the same mistake again.

I also dislike how they get all your information, verify your name, gamertag, address, etc before they tell you they won't do jack about it. They know what I'm calling about as soon as I describe the issue when they first pick up the phone.

I made the mistake of scratching off a card with a key once and it took the code with it. I called Microsoft and after about an hour they told me if I faxed them a copy of the card and my receipt they would give me a replacement code. I faxed them everything they asked for and I never received a replacement code. It wasn't worth the trouble of calling them back again.

I had a bunch of other cards that I scratched softly with a coin that were extremely hard to read. After my key incident I even had my wife do a few with a coin and they were still hard to read (although with multiple guesses we were able to get all to work).

This is just one in a line of many examples of shoddy Microsoft manufacturing/design that was quitely swept under the rug. See:

1) RROD (until it got too big to continue to deny)
2) 1st edition wireless mics
3) 1st edition headsets

If you're going to buy one of the Microsoft cards they now sell them enclosed in plastic so that there is no scratch off portion.

Not to sound all CSI about this... but is it possible you can get the numbers by doing a high res scan of the card's number area, bring it up full screen on the monitor and look for outlines, shadows, etc of what was there or something? Maybe adjusting the contrast, inverting, etc.

Ah, yeah. I need to cut back on the CSI watching.

@CMU_Bueller: Edit: Actually it was an iTunes card that I scratched off. The Live card has no such silver on it. I am now confused as to what the OP had. Was it a points card that he had problems with?

Isn't the point of that code to combat fraud? Thus, if you don't have that code, you can't validate the card, which is exactly as it should be. This isn't exactly new technology, people. The material below the scratch-off surface is designed to take a bit of coin rubbing, not a vigorous flogging, and certainly not a knife.

People have hopefully used this high-tech scratch-off technology before. If you know you have trouble in this department, just buy them through Live itself.

If this issue, in addition to console reliability (the new models have no failure epidemics), is what's keeping you from getting a 360, I say stand strong. I probably wouldn't want to get stuck in a game with you online if you feel this way, anyway..

MADCHAD: If you use your finger nail you won't scratch the number off. If you use a coin or something (which if you'd try your fingernail first you'd know you don't need to use a coin)

But I don't have fingernails :(

/I use coins, but didn't scratch off any numbers. How friggin hard are people scratching these things?

@MotherFury:

I'll probably try something like that to see how it works out. The code isn't really imprinted on the card I don't think. It's like it was just printed on the card. The little (what looks like) verification number to the right is actually stamped which would make reading it scratched much easier.

I wouldn't say this is the customer's fault. Sometimes the scratch off silver isn't applied perfectly and it will scratch everything off with it. It could be that there is a bad run of these cards, and while not Microsoft's fault they should be more helpful.

@FamousLastX: If they were able to call Microsoft and verify that your card had not been used why can't Microsoft do that for people that have missing parts to the numbers on their cards? I would think they could do both if they are doing one.

I had this happen to me. I bought a 12 month subscription card and scratched off a couple of number. The first time I called Xbox support they said to take it back to the store and get it replaced. I bought it from Best Buy but when I took it back they said they can not replace it since it was scratched off. I told Best Buy that Xbox support said it was ok. So I went back home and called Xbox support and told them the store wouldn't take it back. They told me to fax the back side of the card and they will confirm it. I get a phone a week later saying they can not deal with. At this point I wrote down all phone numbers and the person I talked to. I went to Best Buy and talked to their customer support. Again, getting the same answer I then proceeded to tell them that I have the Xbox support number and person I talked to that said I could replace it at the store. A Best Buy manager happen to walk by at the time and she said to just replace it. Since this was holiday time I think they had a rough day and wanted it to just end.

I can understand why Best Buy wouldn't take it back. Someone could scratch it off, use the code, and try to return it. That would be the same reason Microsoft wouldn't do it. However, I would think if you have proof you have the card, like faxing it, they can do something about it. One would assume the serial number associated with that card can be used to look up if the code has been used or not. If it has been used you know this is a fraud. If it hasn't it may be a fraud. But then in order to activate the account the person has to have a gamertag. That gamertag will be used on a xbox and when they are online it gets recorded. The IP and box registration could be used to track the fraudulent users.

That's another thing Microsoft won't do, track down a xbox based on registration number. I know someone that had their 360 stolen. They did register it which involved putting the machine's serial number in the registration forum. I think he did all of this from the 360. After it was stolen we saw his gamertag online. He talked to Microsoft support but they wouldn't track it down.

The only thing I could think of at that point is try to get the police involved to locate the xbox and call Microsoft. However. He got an insurance settlement (other things were stolen) and that covered the cost of buying a new xbox.

Why don't they utilise the method Nintendo does for their VIP cards in Nintendo published games; code printed on card, a plastic bit over the card, and then the silver coating goes over that?

Oh wait, that would cost a few too many precious pennies/cents/peanuts for Microsoft.

Most calling cards switching away from scratch-offs to simply having two sheets of paper so that the card is always hidden unless you break it from the carton.

MSs new cards ( in Canada at least) are not going to have anything on the back to scratch. Those should be starting to hit every store very soon now.

yeah, i don't see how this is completely the consumer's fault. Most scratch-off cards have the number printed on the card and a strip of clear plastic with the silver stuff on it, if this happened to a bunch of people, then its obviously a problem

this happened to me too. I made a photo copy and blew it up to about 800x size... then took a pencil and pencilled in a couple different possible letters. Luckily i got it on about the 7th try (of course this was after I called up support and they said they couldn't help me).

Actually, I've come across cards where half the numbers were missing. They weren't scratched off, they were never there the first place. I had to return it to the store for a new one and had no problems, but they really should have a way to give you the numbers for the card. I mean they can only be used once, and if you physically have the card and it hasn't been used, why not hand over the code?

to avoid this, there are sites that sell these codes at a discount and you get the code by email in like five minutes, unless you use paypal which may take longer

@MadChad: I think these cards are in the US as well. The 3 month one I just purchased didn't have a scratch off, just the uber-tough plastic case. I took a quarter to it anyways just to try it and I had to really work to make a mark in the numbers.

Waaaait... Is this the same Matt who had that run in at Best Buy? I smell troll.

The newer ones are no longer scratch codes for... Pretty much this exact reason. Most have the code just visible once you tear through the case, or occasionally you get a cardboard with a tearoff to reveal the code instead.

I had no trouble exchanging mine at Gamestop after detailing the problem with Microsoft (to the same result, though I only spent 10 minutes), but knowing the staff may have helped me there.

Happened to me this weekend. I had just scratched off a Best Buy gift card that required more force than I'm used to, and went too hard on the XBOX Live Card and the numbers can't be read.

To those of you who say that it's our fault for scratching too hard, you must never of had one of these cards. They're made of cardboard, and what is the right pressure to apply? Not enough and the silver doesn't come off, just a little too much and the numbers rub off? It's a design defect that MS needs to fix.

This happened to me about 8 months ago and I sat on the phone with an xbox rep for about an hour with both of us trying to think of different possible solutions, which he then typed into the computer to check if it was an active code. Although the guy was very eager to help me, we couldnt figure anything out. I went back to the game crazy and thankfully the manager was familiar with me and returned it. The latest card I purchased had a cardboard rip-away segment that revealed the code. Much less danger of damaging things.

I've had a couple scratch cards for Xbox and 360 and never had a problem. People would just scam them all the time if they gave out codes from the customer service line. Don't be a retard, don't scratch so hard.

@snwbrder0721: how is it THEIR fault that YOU ruined the product?

look at this statement:

I scratched the card too hard and now it's ruined

where in that statement is ANY mention of someone other than you, THERE ISN'T

take a hammer to your ipod or iphone, see if apple will return it then, they won't, so i guess their policy for that is bad too

take some personal responsibility and own up to what YOU did and stop blaming someone else

Same thing happened to me - I scratched the code off, making the card worthless. To my surprise AMAZON replaced the card with no questions asked. I applaud their customer service department. Microsoft's customer service needs to take a lesson from amazon. I have heard that BestBuy will also refuse to refund/exchange overly scratched cards. Looks like amazon is the only company with good customer service.