Man vs. Eternally Broken Xbox 360: A Novel
Being a jaded Xbox 360 owner who's watched his console give up the ghost five times, it takes a lot for a tale of Microsoft customer service woe to move me. And yet a reader named Gower accomplished just that by sending a novel-length soliloquy about his maddening run through Xbox 360 hell. What follows is the Cliffs Notes version (grab your hankies):
I had purchased an Xbox 360 about two years ago and during that time I had to send it to Microsoft four-five times for repairs under warranty for various things- red rings, cd drive not working etc.
Because of all the issues with the Xbox Microsoft extended the warranty to three years for additional issues, and in mid May my Xbox stopped working after giving red rings and error messages before having no video on the screen at all.
Gower called customer service and set up the repair. Or so he thought.
The next day I get a message from Sam saying he needed to talk to me further about the issue with no further explanation. All calls made to Sam to try to reach him went unanswered. I did get calls back from Sam at times I specifically said I could not be reached and he left messages telling me to call him back. This went back and forth for a bit until one day it looks like he made a mistake and called me when I told him I was actually available. So what does he do? He hangs up on me as soon as I answer! He then calls me back a half hour later, after I was at work and tells me that due to not being able to reach me he is closing my case.
I then resorted to contacting the BBB on May 26thand a few days later I was contacted by a supervisor named Sean at Xbox support. He apologized and said they would send a box out to return my Xbox through UPS and overnight it to me and I received a tracking number a little later.
Gower's 360 coffin was shipped not to him, but to someone down the road who wasn't there. He had to convince UPS to get the package to him at his proper address. Then he sent the 360 to Microsoft, which promptly told him he'd receive his refurbished unit in short order. Bet you can guess where it was shipped.
I checked the tracking number and it said they tried to deliver but nobody was home at another address that was not mine, again. I called UPS and told them again that they are trying to deliver to someone elses house and to deliver to the correct one tomorrow. I again told Sean about the shipping problems and he told me again he would contact them to straighten the issue out. I was a bit upset at this point as someone was being careless and I didn't like the thought of UPS giving a $300 console to complete strangers.
I got the Xbox delivered to me the next day, however I was quite shocked to find the console was damaged! The USB door was missing from the console and the front of the console was covered in deep scratches like someone had dropped it on the ground several times, and there was the sound of something broken and rattling around inside the console. The box it shipped in had no dents or signs of damage, and there was no sign of the missing usb door in the box so it must have been damaged by the repair center.
Gower e-mailed his good pal Sean, who blamed the damage on UPS and said he'd get another console out to him. Guess where the package ended up?
I waited again for the box to come, and YET AGAIN no box showed up. I went online to check the tracking number and it said in the notes it was delivered to someone elses house yet again, but this time a woman accepted the package at this address and signed for it.
I called UPS quite mad at this point about the errors. It was at this time I found out that nobody from Microsoft called to report the shipping errors or the damage to the console! I emailed the supervisor Sean back relayed back what UPS told me, and he had the nerve to say he never promised to contact UPS about the damage, and that its not his responsibility to contact UPS about the shipping errors! First of all, Microsoft is the shipper so they are in fact required to contact UPS about the errors, as they should have anyways. Added to this, I have save email transcripts from Sean telling me that he would contact them. I even copied quotes from him about him promising to contact UPS about the damage and the shipping errors. So what does he do in response? He emails me back saying that arguing is not going to solve anything and he is ceasing contact with me and will send another shipping box to my address and will only send electronic updates once my Xbox is received and replaced. At this point I had to call Microsoft several times and report how Sean was treating me and handling the case and was able to get the case transferred to another supervisor named Michael who communicated from there on.
When Gower finally got his "like new" 360, which turned out to be the exact same console he had sent in, broken USB door and all. He contacted Michael, who acted as though he didn't believe him and requested pictures. Michael said he didn't know why the repair or replacement wasn't made and sent out another coffin. Gower tried to escalate his complaint and sent two dozen e-mails out but got no replies.
I finally get yet another replacement box, ship it out, and after a week I get confirmation that my Xbox is being sent back. I check online while at work to see the status of the delivery, only to find the message says it was left on front steps of the house (whose, I don't know) at 11:30am, at least seven hours before I get home. I am alarmed since all my other packages have required signatures and I don't know whose bright idea it was to leave a $300 Xbox on the steps without a signature. Ive called UPS and Microsoft and each are placing the blame on the other and neither wants to help me now. Microsoft said they need to run an investigation as to what happened but I have not heard from them about what theyre doing yet. I did get a call from my supervisor Michael yesterday, but he address me by someone elses name (he dialed the wrong customers number). When I told him my name, he hung up on me. No apology or explanation, he just hung up on me. Wont answer his phone or return emails either.
It's now two and a half months since I contacted Microsoft to have the Xbox repaired under warranty. I have resorted to buying a brand new console at the store since I have many Xbox games and HD-DVDs that are useless without a console to play them on. I don't know what to do at this point…
It was the HD-DVD part that really hit home, because the obsolete high-def movie format is a symbol for all the trust Microsoft's customers have channeled into its products, only to be trampled on. I once owned a bunch of HD-DVDs but ended up making the walk of shame to sell them at a used book store. And I've been through console repair misadventures. Most of us have. To suffer through poor customer service, dream of a better tomorrow and double down on your investments is the way of the Xbox 360 gamer.
(Photo: dirtyblueshirt)
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Comments:
Getting in the refurb / replacement cycle is where the trouble starts. You're not getting new unit, you're getting someone else's broken and repaired unit.
The in-store replacement plans are actually worth it on 360s for this reason alone. It breaks, you get a new one. No refurbs that will die (again) in a few months.
I almost got a 360 back a couple years ago, until they started failing pretty regularly. Thank you, Microsoft, for reaffirming my purchase of a PS3.
Evil can't stop being evil no matter how much light you shine on them.
One more reason not to play video games when you are, you know, an adult.
@GMFish: This is a very extreme case. Yes, the consoles are notorious for breaking down, but 99.9% of people who have a broken console don't go through this. My friend had his RROD and he got a box from Microsoft, shipped it, and had his back within a week, working good as new.
I do feel bad for the hell the poster when through though. That's ridiculous and shouldn't ever happen.
@GMFish: Maybe if they didn't ship defected refurbs.
Life cycle of a 360:
1. Bought new at a store/online.
2. Used until RRoD.
3. Refurbished.
4. Sold as refurb or given as replacement for RRoD. Go back to step 2.
@eggman131: The wrath and fury of the internets shall be upon you soon, once they save and pause their game to check the computer.
If the item was shipped Free On Board, any shipping damage is technically the responsibility of the buyer.
@eggman131: Yes the possibility of poor customer service is such a great reason to not play video games, or purchase/do anything that has a customer service department. Please report to the logic department for a lesson.
@eggman131: If you play any sort of game.. from cards to board games to digital games to larping and on and on.. you are contradicting yourself.
If you don't play any games in any way shape or form your life is a wasteland of tedium and misery. You can say that it's not. You can say that you read or watch TV or movies or theater. But then again writing and acting is playing and you, sir, do not condone playing.
We are adults!
@eggman131: You're right, I find it much more acceptable when some kid's shit breaks down over and over again and their parent has to deal with it.
@eggman131: SO that person sits around and vegs watching mindless shows on TV instead of enjoying some fun while exercising his mind?
Give us a break dude!
I feel blessed. I have owned 2 360's (gave the 1st one to my son) and neither one has given me any problems.
I also have a PS3 though, and I have to say that for games in both formats I tend to lean PS3 just because I expect my 360 to die eventually.
Over 50% of adults play Video games according to Reuters etc... ass munch
Insanity is defined as performing the same sequence over and over again and expecting different results.
This is pretty cut and dry - speak with your wallet. Everyone knows that the prduct is suspect - the OP even purchased a NEW one while his old one was done... really? Why would M$ do anything differently if you keep showing the dosh?
@Erik_says_this: Same here. I was on the fence until all these stories started cropping up. Blu-Ray eventually winning was a nice bonus.
@zibby: That's exactly when I bought the PS3, when the BD/HD-DVD war was nearing it's close. BD player & next gen console + reliability - how can you complain about the PS3 price?
As much as I don't want to be flamed, you are correct.
Many young adult lives are now spent playing video games and listening to music and watching videos.
Ask a twenty something person when the War Between the States started and you will be lucky to get the correct century let alone the year. Then ask them what were the major differences between the present version of Grand Theft Auto and the last and you will probably get a 20 page dissertation on it.
@Skeetz:
I think eggman is referring to mindless video games and not all games in general. I would much rather have my kids (when I have them) playing the boardgame called chess than the video game called Doom
@eggman131: You also shouldn't eat ice cream or candy, go to ballgames, watch movies that aren't rated R or above, read comic books, have a water balloon fight, go to a theme park, watch cartoons, or believe in Santa Claus. Oh wait...
Silly rabbit, fun is for kids! I feel sorry for you.
/besides, what if this had been his kid's Xbox? Then they'd not deserve it?
I adore my 360 and this story makes me want to go home and hug it for reassurance, and to thank it for not having broken (yet?) :(
@Blueskylaw: Maybe.. but there are mindless books (any 'hood book by Paul Reiser, yes?) mindless board games and mindless TV. There are many video games that can be quite engaging and actually expand your mind. There are video games that are educational for children. You might not agree with it but it's there. However, the argument is not that video games are mindless it's that adults should not be playing them. He's wrong and here's an example of why: I have a friend who lives hours away from me. When he was closer we used to play scrabble every time we hung out. Now that he's far away we play over the internet, as a video game.
But damn I do like some mindless FPS action. pew pew! Get the frustration of a long work day out of my system!
That's amazing...because that is the exact same issue I had with Microsoft.
I had to ask Ben for the XBox Executive e-mails to get it fixed.
Also OP, you are absolutely correct that is was MS who was supposed to contact UPS. Not only that, they repeatedly rolled back my address to one I hadn't lived at in like a year. I had two agents berate me and talk down to me telling me that I was wrong and it's my fault and my problem to take care of. Even after asking for a supervisor that's the same answer you get.
They will not take responsibility.
Then they "couldn't find" my console which was explained to me by their executive support was an excuse because for some reason the agents kept rolling back my address and shipping them to random people like it was "Where's Waldo" for the XBox. Also giving me the me non-existant tracking numbers.
As much as I love the 360, I'm just buying a new one from here on out after dealing with 5 repairs and two "lost consoles".
@Blueskylaw: And yet, there were many people who thought at the time that chess was a disastrous influence on children:
"A pernicious excitement to learn and play chess has spread all over the country, and numerous clubs for practicing this game have been formed in cities and villages. Why should we regret this? It may be asked. We answer, chess is a mere amusement of a very inferior character, which robs the mind of valuable time that might be devoted to nobler acquirements, while it affords no benefit whatever to the body. Chess has acquired a high reputation as being a means to discipline the mind, but persons engaged in sedentary occupations should never practice this cheerless game; they require out-door exercises--not this sort of mental gladiatorship."--Scientific American, July 1859
Perhaps you might consider that different games provide different mental and physical engagements, both positive and negative?
@Koinu: Same here - 3+ years now and only about 3 freezes after many hours of play. simple turn off, take a break for food or whatever, come back - works fine.
I have 2 .. 1 in my HT and 1 in my bedroom .. i wouldn't trade them for anything .. as a owner of a PS3 and Wii that both collect dust .. i can tell you 360 is far and away the most complete system today .. My Ps3 broke just as many times as my 360 did for the same exact reasons,the only difference was Xbox fixed mine for free and Sony Charged me ,no one like to talk about that.. Just my 2 cents
@Red Dawn: I'm just amazed that people still purchase the damn thing after all they go through. If a company treated me like that, they would have a very hard time getting me back as a customer.
@Blueskylaw: Yeah, and the rap music, and porno, and movies with their smut, and those filthy books that everyone is always reading. Back in my day we only had sex to keep warm. We didn't want to watch, read, and hear about everyone with their dirty kissing and hand holding. Really, two people roll around on a beach and they call it art. And all that dirty pornography in the art museums. Disgraceful. You want entertainment? Listen to some nice Lawrence Welk and drink some Ovaltine. And get off my lawn.
Seriously, though, video games are like any other medium. The industry is just in its infancy still. Did you know 53% of everyone in the US over 18 plays video games ([www.marketingcharts.com])? The attitude that gaming is for kids is dying, as it should.
"And I've been through console repair misadventures. Most of us have."
[Citation Needed]
@Skeetz:
That is of course why you have to make a judgement call as to what is mindless.
I love watching the History, Discovery Channel, world news, etc. But every now and then I enjoy watching a Simpsons episode.
Everything in moderation should be the key phrase here.
@eggman131: Because we all get XBox 360s for video games right? I'll be catching up on Lost on my Netflix Instant Watch while you take your car out to the local video store for Troll: The Adventure, k?
"It was the HD-DVD part that really hit home, because the obsolete high-def movie format is a symbol for all the trust Microsoft's customers have channeled into its products, only to be trampled on. I once owned a bunch of HD-DVDs but ended up making the walk of shame to sell them at a used book store."
I may be the only one asking this, but...why? Did you replace them with Blu-Ray versions? The HD-DVDs don't stop functioning because the format lost out. They're just as high in quality as the same movies on BD. What's the point of not keeping and enjoying them if you have them? Hell, when I built an HTPC this year, I specifically bought a BD/HD-DVD combo drive just so I could go buy dirt-cheap HD-DVDs from the wreckage. Same show/season/movie for half price, or even a quarter the price, of that item on BD? Yes please!
@Blueskylaw: As a "twenty-something person", I do want to say that "War Between the States" is a fairly obscure stand-in for "Civil War", which might get you more accurate answers.
@OULAXER11: Actually, that's not the definition of insanity. If you keep performing the same action over and over again, eventually you will get different results - because of time, stress, exhaustion, whatever. Many great scientific experiments are based on doing the same thing over and over again and expecting different results.
I play a lot of videogames.
I have the same problem now.. YLOD PS3....
i have so many blu-rays and games.. gotta buy a new system
@GMFish: I had to return my 360 once, and sure it is a tedious process and a pain but at least Microsoft is throwing people a bone.
I went through two PS2s (disc read error - pretty common) and all Sony ever told me when I called to complain was (paraphrasing obviously) to pack sand and go buy a new one.
@Adhominem: I water and feed them .. maybe i don't give them a bath as often as i should
They all have plenty of airflow ,not ever moved or on carpet .. Just a freak thing i guess .. I get them both at launch so just kinks that had to be worked out i guess
Same thing happend to me. It was a bit difficult but I just went and bought a new one on a credit card, swapped guts from case to case, took old one back to store for refund. No hassle whatsoever. Much less time consuming than dealing with idiots @ Microsoft who have ZERO desire to help you.
Currently you're probably better off just buying a new xbox360 rather than going through the warranty/refurb process. The new boxes have more or less eliminated the RROD issues. Going through the warranty process is pretty much like playing Russian roulette with an automatic rifle.
On a side note about the HD-DVD. It's ironic in that there were huge cries at the time to have the XBOX 360 have the HD-DVD drive built in, rather than it being an add on. Seems like one smart business move on their part at least.
This is the sole reason I bought a PS3. I had an Xbox back in the day, but once I heard about the RRoD, I vowed to never get a 360.
@Sneeje:
Scientific American, July 1859
Which was two years before the War Between the States.
-- Avid Gamer
I pretty much had the same issue however my problem was with Purolator (Canada) where they keep saying it was undeliverable. It wasnt till I complained to a district supervisor that I started to get my boxes. I did an EECB to XBOX thanks to Consumerist and got a reply back from someone who was an escalation person I got a 20 gb hard drive and two controller for my problem ( I am on my 4th XBOX 3rd lasted 2 days before it RROD). Did you try that yet? Mind you the rep said I could contact him any time and I sent him a question and he hasnt responded so maybe he is gone now who knows. If you need to reply to me with an email and I can send you the info I have, dont know if it will help as I am in Canada and I know the States are handled differently.
And this is exactly why I never bought a 360! They're absolute crap, but somehow the customer service manages to be even worse. Great job Microsoft! Making sure that even people who want to buy your product stay away like it's the plague.