It's a simple two-part process. First, you must transfer your authorized licenses here on the site. Second, you must download the transferred licenses onto your new Xbox 360.

Microsoft points out that if you've sent your Xbox 360 in for repair or replacement, "the licenses have already been transferred as part of the repair process, and you do not need to use the license transfer tool, but you may need to download the content again."

"Transferring Content Licenses to a New Console" (Thanks to Justin!)

RELATED
"UPDATE: Microsoft May Slowly Be Fixing Their Broken XBOX DRM"
"Replace Your XBOX 360? 'Sorry, We Can't Help You. Buy All Of Your Content A Second Time'"

Instead of repairing or replacing his console, Microsoft sent Jeff a letter informing him that his console was not repaired because it had been tampered with. Jeff called Xbox customer support and was told that his tampering had voided his limited and extended warranties, and that a supervisor wouldn't be available to speak with him for at least a few days. In the meantime, Jeff took his Xbox to a friend who runs a video game store. The friend showed Jeff how Xbox checks for tampering by removing the faceplate and inspecting the holographic "Microsoft" sticker; if the sticker is removed, the word "VOID" appears. Jeff's friend also told him that his store would buy back Jeff's console, meaning that in their assessment, the seal had not been broken. Here's a picture of the sticker in question:

A little smudged, but obviously intact. Jeff talked to a higher-up CSR using the executive customer service number that we posted, but it was no use: "It was his impression that I tampered with the Xbox due to the smudged seal . . . I was also told by him that if I didn’t do then someone I know did. (Yeah, probably my wife or 14 month old daughter- they are big into 'modding')." If Jeff purchased his Xbox with a credit card, he might try initiating a chargeback or using his card's buyer protection program, but the sadder issue remains: "I was an unabashed Microsoft supporter. I have no interest in “modding,” don’t know how to “mod” and don’t care find out. I didn’t even know that seal existed before my buddy showed me. All in all, I am out almost $600 on a broken seven month old Elite (which I bought brand new in a sealed box). Their crappy product fails and I get blamed for it."

The other night I tried booting up my PS3 and got an error message that said "The hard drive is corrupted and needs to be formatted. Press X to format." Grrr. I knew that formatting would erase all of my saved data, but I went ahead and pushed X. And waited. And waited.

The PS3 went to a status bar that said "Formatting..." but stayed at 0% and never did anything. I couldn't get to the cross-media bar, couldn't get it to load a disc - nothing. I turned off the machine, let it sit until the next evening and tried again with the same result: hard disk corrupt, needs formatting, formatting freezes.

I searched Sony's website for a solution to this problem, but couldn't find anything, so I called their customer service number. Unfortunately, the wait time was too long, so I hung up and sent them an email explaining in detail what my problem was. I got this response:

—-—-—-—--
Hello Dustin,

Thank you for writing us.

We apologize for any inconvenience you may have experienced. We would like to recommend the
following PlayStation Knowledge Center article(s) that may help resolve the problem:

- Troubleshoot HDD Problems on the PLAYSTATION(R)3 computer entertainment system:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=441
In addition, if you have not already done so, perform the following recommendations which may also
correct the problem.

- Restore Default Settings
From the XMB(TM) menu, go to [Settings] > [System Settings] > [Restore Default Settings]. Once you
select Restore Default Settings, you will see a list of settings that will be restored. Scroll
through them and press the X button to restore the settings. After the operation is complete, you
will see the initial setup screen that appeared the first time you turned on the PLAYSTATION(R)3
computer entertainment system. You will need to go through the initial setup process before you can
use the PLAYSTATION 3.

- Install the Latest Firmware Update
To check what version of the System Software is currently installed on your PLAYSTATION 3, from the
XMB menu go to [Settings] > [System Settings] > [System Information]. The system will display the
System Software version number. You can visit the following link to determine whether you have the
latest version installed.
http://www.us.playstation.com/PS3/About/SystemUpdate

- Check your Environment
Make sure to allow adequate ventilation to flow from the PLAYSTATION 3's vents (i.e., avoid
obstructing the vents with long/shaggy carpet, inadequate airflow from cramped entertainment cabinet
setups, etc.). Make sure to also keep the PLAYSTATION 3 away from excessive dust, smoke, steam,
extreme temperatures, humidity, or direct sunlight. Full details on Safety Precautions and Use and
Handling can be found in the PLAYSTATION 3 Instruction Manual.
http://www.us.playstation.com/Support/PS3/Manuals

- Click on the link below to search the PlayStation Knowledge Center for new and existing content.
http://playstation.custhelp.com

If you have followed these steps and would still like to speak to us, please call our Consumer
Services Department at (800) 345-7669. Our representatives are available to assist you, Monday
through Saturday 6:00 a.m. - 8:00 p.m., and Sunday 7:00 a.m. - 6:30 p.m., Pacific Standard Time.

If you have further questions regarding this message and are replying back via email, please refer
to your email case number:5782785.

Sophie
Multimedia Representative
Sony Computer Entertainment America
Consumer Services Department
—-—-—-—-—-—--

Apparently they didn't read my email, because their "solutions" all involved a PS3 that booted to the main menu and the cross-media bar. They didn't address my problem, nor did they offer any helpful solution. So I sent them back this email:

"I don't mean to sound like a jerk, but your response to my email was inadequate and unthoughtful.

If you look at my email, you will see that I am getting an error message when I turn the machine on. I can't do any of the things listed in your knowledge center, because I can't access the cross-media bar. I can't even get my PS3 to boot up! For some reason, it freezes up when trying to format.

I will give your customer service center a call. Please know that most of us who have purchased a PS3 are familiar with technology and know how to search for an answer on a company's website. I wouldn't have written to you without first trying every solution I could find online.

Sending a form letter in answer to a detailed email is condescending.

Dustin"

And this was their response:
—-—-—-—-
Hello Dustin,

We apologize for any inconvenience you may have experienced. We would like to recommend the
following PlayStation Knowledge Center article(s) that may help resolve the problem....

Sigh. Guess it's back to the hold queue for you, Dustin.

Nick writes:

Hey Consumerist,

I enjoy your website quite a bit.

I don't usually have too many consumer related issues, but I've run into something today that was sort of odd and thought that you guys may or may not be interested.

When I woke up today, I got into my usual routine, checking around the web to see if there were any places that had the Nintendo Wii in stock. As luck would have it, Toys'R'Us said they had them in stock. I'm thrilled, I've been saving up for a few months to get a Wii, and finally, I can get one. So I order one around 10am.

I get an e-mail at 12:55pm saying that, sorry the Wiis are currently on back order. I'm bummed out, but not crushed. I go back to the Toys'R'Us page, and guess what, they're still saying they are available. At this point, I find this really annoying. They are not telling customers that these have been backlogged on the site, but are sending out e-mails saying as much. I took a screencap of the site (still listing it as available at 1:15 or so).

I still really want my Wii, and would like to know when it'll be shipping. I call thier customer service, and I am helped by a very polite lady who tells me they are unable to say when the backorder will ship. Cue further dissapointment. I've sent of a polite e-mail through their web e-mail interface to express my disappointment in the handling of not only my own order, but continuing to take orders even though they knew they were selling a product they didn't have in stock (but were listing it as in stock).

I'm really pretty bummed out with this whole thing. I haven't canceled my order yet, because I'm hoping by some miracle this will come through. I don't know if you guys at Consumerist would be interesting in something like this or not, I don't know if this is par for the course when trying to get a Wii. Nor am I sure what benefit this will really have, maybe you guys could do soemthing with this at least.

Toys"R"Us' letter to Nick:

Dear Nicholas,

Thank you again for your recent purchase at Toysrus.com & Babiesrus.com.

We have received your order 85439XXXXX-000, and wanted to let you know that there has been an unexpected delay in the shipment of the following items:

Item: 4172131
Description: Nintendo Wii Console
Quantity: 1 @ $249.99
Shipping Method: Standard Ground

Shipping to the following address:

Nicholas
Address

We want to assure you that your order will be fulfilled once the the item(s) becomes available. Once we are able to ship the item(s) you will receive a shipping confirmation email with updated tracking information.

All of your order information will also appear in the My Account section of our website where you can:

* Track all your orders
* Change your passwords

Please allow up to 60 minutes for your order information to be updated on our system.

http://www.Toysrus.com/checkout/index.jsp

Thank you once again for your order and selecting Toysrus.com & Babiesrus.com! We are continually expanding our selection to serve you better, so be sure to visit us often for new items and the latest promotions. If you have any further questions concerning shipping, order status, payment or other website policies, visit the Help area of our website at http://www.Toysrus.com/help .

Sincerely,
Customer Service

This e-mail was from a notification-only system; please do not reply to this message.

Nick's response:

Good Afternoon,

I was writing to express my disappointment in your handling of my order 85439XXXXX-000. I was really looking forward to getting a Nintendo Wii, and was excited to hear that Toys'R'Us had them in stock this morning (Friday, May 2nd). I placed my order in the morning, and then at 12:56pm received a notice that the order had been placed on back order.

I was rather annoyed that this was the case, but understand that sometimes these things can happen. But then I checked the Toys'R'Us website, and the item was still being listed as available. I took a screencapture of this at 1:10pm. While I am personally disappointed that my item is on backorder, I am even more disappointed that Toys'R'Us continued to claim that they were available, even though they clearly were not at that point.

I am also terribly disappointed that when I called customer service to find out when they might be shipping, to find out that no one could even give me an estimate of when they might ship.

I am leaving my order active with you currently in hopes that you resolve this issue quickly, but all and all, I have been very let down with Toys'R'Us.

Respectfully,
Nick

Don't be ashamed if you don't have the Wiis, Toys"R"Us. Nobody does.

If Wii-hunting is integrated into your morning routine, consider popping into the Nintendo World Store early one morning to buy one in person. As a responsible retailers, Nintendo won't take your credit card unless the console is in stock.

Nintendo Wii Console [Toys"R"Us]
RELATED: Why Are Nintendo Wiis So Hard To Find?

Tipster Michael writes:

Apparently the local Best Buy has an unbeatable service option for you. Looks like they will come to your house and insert your game to your 360 for you. Wonder how much they would charge to turn it on and put the controller in my hand?

Tiffany writes:

I'm writing to you in hopes (just like Dustin at the military base, but possibly a little more desperate) that some day in the near future I can get my Xbox360 back.

I sent it to Microsoft to fix on January 5, 2008 and shipped it back to me on February 2, 2008; however, FedEx shipped it to my home address and I unfortunately couldn't sign for it because I was stuck at work. I requested that FedEx change the delivery address to my work address, but they said they couldn't without Microsoft's permission. I asked FedEx to hold it at the shipping center but it accidentally got returned to Microsoft's service center.

At that point, Microsoft had done no wrong, but this is where it starts to get frustratingly nightmarish. I contacted Microsoft who assured me that they would send the package back, this time to my work address where the package could be signed for during normal work hours; however, somewhere along the line, Microsoft decided I had stolen the Xbox from the original owner since it was suspicious that I was "opening two repair orders" in such a short time. Countless (I lost track after 10ish) phone calls were made to Microsoft customer support about my case in a fruitless battle to get them to send me my console back, but they kept dancing around the reason(s) they were refusing to send it back to me. Eventually, a customer service representative admitted that all along they were unauthorized and had no means to actually help me, so all the times they claimed a supervisor assigned to my case would contact me about my case were lies. They eventually coughed up an address to the Microsoft Legal Department and said if I sent a letter their way, they would help me out. She hinted that the reason corporate had put a hold on my console may be because they didn't believe I was the original owner, despite the fact that I sent them a copy of my receipt and credit card statement as bona fide proof of purchase.

My coworker had suffered similar bad luck with his console repair and also had to write the legal department several letters before finally receiving his console back, so I felt like I finally had a chance to get my missing console returned to me. I sent a letter to the Microsoft Legal Department and CC'd a copy to the Vice President of Consumer Affairs at Microsoft 22 days ago begging for at least a response to my letter. Thus far, my e-mail inbox has remained vacant and my phone has not rung with news from Microsoft.

At this point, I'm quite at the end of my line and know that contacting customer support would just wring what little humanity I have left out of my soul. I noticed last week you posted about Dustin's grief with Microsoft not sending him a box to ship his Xbox in for repairs and also provided some links to file a small claim and contact my attorney general. I'm wondering if you can assist me further in any way, or know of someone who can since you've mentioned that multitudes of people of submitted similar complaints. Being completely left in the dark as to why they won't send my Xbox back to me after four months is making me more than a little crazy.

Thanks,

Tiffany

You can try going even higher, straight to the top, and emailing big billg@microsoft.com, but reason apparently has no home at Microsoft.

Our advice to reader Dustin, who, after three months, still hadn't received a shipping box, was to speak with his credit card company, consider small claims court, and to launch the mighty Executive Email Carpet Bomb. Tiffany wants even more, a customer service weapon so powerful, so effective, that it hides beyond our conception. For that, we're going to turn this one over to you, our beloved and infallible Consumerists. Tiffany has reasoned, waited, begged, all without results. What should she do next?

PREVIOUSLY: It's Been 3 Months And 12 Days Since My XBOX Broke And Microsoft Still Won't Send Me A Box
(Photo: Jake of 8bitjoystick.com)

He used the "recovery" service to get the tag back, but when he got access to his tag he realized that he could no longer use any of his saved games.

That was about a month ago and Microsoft still has no solution for his problem. Frustrated with losing all the games he's saved, Brad filed a complaint with the BBB.

Microsoft responded:

We are unable to comply with your request to provide a free Memory Unit. Accessories such as that may be purchased from a retail location.

Brad writes:

After using the account recovery service on my 360 to recover my gamertag after using it on a friends 360, I found that I could no longer access ANY of my saved games. I contacted 18004MYXBOX four times about this issue, each time, receiving the same script and run-around. I finally escalated the issue, and Jeff from the Xbox Live division called me back to discuss it. He acknowledged that there was an issue with their account recovery service, but that there was nothing they could do, and offered me no compensation. Unfortunately, MS decided to use their DRM system on the saved games as well. When my gamertag account became partially corrupted on their server, it no longer allowed linked to my saved games. And of course, MS does not know how to fix their own system.

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # *NUMBERDELETED*.
Correspondence regarding this complaint will be emailed to : *EMAILDELETED*
Please print a copy of this for your records.

Filed on : January 24 2008

Filed by :
*MyNameDeleted*
*MyAddressDeleted*
*MyLocationDeleted*

Filed against :
Xbox
1 Microsoft Way
Redmond WA 98052

Complaint Description:
When moving my Xbox Live! gamertag from a friends Xbox 360 console back to my own console, I lost the ability to access my saved games, even though they are still present on my 360's hard drive. Moving the gamertag to play in different locations is how the Xbox Live! service is intended to be used, there is some error causing my gamertag to not recognize my saved games. This occured Thurday, January 17th. I placed calls to 1800MYXBOX on 3 separate occasions: January 18th, January 19th, and January 20th about this issue. Customer service did not offer any solutions which worked, and failed to put me in contact with someone who had expertise in the area. My 1800MYXBOX reference number regarding this issue is 1056102591. These saved games are my personal data, and represent 2 years of my time and effort. Microsoft's Xbox live service, either intentionally or unintentionally, has caused damage to my gamertag and/or my personal saved game files. I have documented my issues and experience on the Xbox Forums here: http://forums.xbox.com/18015242/ShowPost.aspx#18015242 . Other Xbox Live! and 360 uses have had identical or similar issues as shown by the following forum posts: http://forums.xbox.com/17067018/ShowPost.aspx , http://forums.xbox.com/18049832/ShowPost.aspx#18049832 . I have been in contact with several other Live! users that have experienced the same problem. Their Live! gamertags are: 'klamath xor', 'JigSaw XV', 'd3adpoetic', and 'XCALIBUR18'. 'klamath xor' has also filed a complaint with the BBB regarding this issue here: http://app.alaskaoregonwesternwashington.bbb.org/complaint/view/*NUMBERDELETED*.

Your Desired Resolution:
I would like Microsoft to acknowledge the problem and fix it, allowing me and the other affected to use their saved games again. If this is not technically possible, I would like Microsoft to prevent the issue from occurring in the future, and offer a formal apology. If that is not technically possible, I would like to be offered a full refund on my Xbox 360, Live! service, and all of my games and accessories. It is unacceptable for Microsoft to provide a game console/service that destroys users data, and I cannot support such a system/service.

Microsoft responded:

RE: Your complaint to the Better Business Bureau

Case Number: 22146246

Dear Brad,

A copy of your report filed with the Better Business Bureau of Oregon & Western Washington regarding your Xbox Video Game System has been forwarded to Microsoft.

Our records indicate, that we contacted you by phone on the 7th of January in regards to your Xbox console.

We are unable to comply with your request to provide a free Memory Unit. Accessories such as that may be purchased from a retail location.

Thank you for your continued support of Microsoft Xbox gaming platform.

If you have any further concerns regarding this issue, please contact 1-800-4MY-XBOX and use ticket number: 1053326815. Otherwise we will consider this issue closed.

Sincerely,

Kevin Lamb
Xbox Customer Support
Microsoft Corporation

cc: Better Business Bureau of Oregon and Western Washington

Brad pointed us to a forum thread where he details the steps he took to recover his saved games, etc. You can read that here.

After recovering my gamertag I can no longer access my saved games! [XBOX Forums]
(Photo:louder)

Microsoft will not tell you the code and they won't send you a new card. We assume that this is to prevent people from calling in and lying about not being able to read their cards, getting the codes, and then selling the unscratched cards to various chumps.

Still, it doesn't help reader Matt, who really can't read his code:

My name is Matthew [redacted] and my family (registered to my younger brother) is the happy owner of an xbox 360 purchased in the summer of 2007.

I have already sent in my xbox for service on two separate occasions (red ring once, discs not reading another time) and have had a wireless controller replaced... My family has owned an xbox for around 7 months and for 2.5 of those months it has been either inoperable or in transit. Despite the hassles I am quite pleased with owning an xbox because of the quality titles. Aside from a couple of hiccups involving creative navigating of the customer service representatives and multiple delays in receiving the shipping box for a return; my overall opinion on the customer service has been helpful, pleasant and ultimately have helped me solve my issues each time.

On my second servicing of my xbox, I had an active xbox live gold subscription card and was obviously not able to suspend service so I was given the standard one month card. I waited until Christmas break to utilize this card. When scratching off the card with my fingernail (a lowly level of 3 on the Mohs hardness scale) I managed to scratch over scratch 4 of the characters. Searching the internet I found multiple people with similar problems and was sure support could help me out. All I wanted was to have them help me complete the code.

There is a separate serial # on the card to identify it I presume. Perhaps they have records of the codes according to serial #. After about an hour hold, I spoke to one rep for a half hour, was told it was another departments problem and to refuse being transferred back here if that department said it was the previously departments problem (I was told this multiple times for reiteration). I waited on hold for another hour explained my plight and did the back and forth about 45 minutes and again was tried transfer me but I did my job and held strong. At this point I felt like I was making progress. Finally, I was transferred reluctantly to a third dept. but was told not to worry, they can resolve this almost instantly. Another hour hold and 45 minutes of back and forth with another attempt to transfer me back to both of the previous two departments. I explained I had already been there and that it should not be my job to coordinate between different departments. After several more minutes of hold I was then greeted with an abrupt, there is nothing we can do for you, sorry we do not have access to the codes and will not issue a replacement card.

I would not be so bitter if I had purchased this card from the store because I would have attempted to return it. But this was card issued as an apology for a faulty product and compensation for the hassle. To have the apology not work and then refuse to correct the problem is insulting. Not only that, if the answer was so simple I wish I would have been told up front that it is a policy not to issue new cards or give out codes because I wasted about 4 hours on the phone trying to get my halo 3 on.

I write to you as a final attempt at finding credibility in Microsoft's customer service. I hope I can in the end be happy with the service I received.

Matt

Matt sent us an update:

Just a quick followup on the scratched xbox live gamercard. Microsoft contacted me last week on their own accord. This was not expected, but I was pretty excited because I thought I was getting action due to the email I sent them. Unfortunately they only called to tell me again they would NOT be replacing the card. All I could think in my head was, gee thanks for rubbing it in. I was then asked by the representative if there was more he could do to help me? Baffled, I said nope and hung up the phone.

Buyer beware.

Xbox live card refund? [Metafilter]
Xbox 360 Live 1 Month Gold Card [Amazon]

Walmart now lists the game for $49.82. After the jump, Walmart's email of lies, and the best way to speak out against their thuggery.

Here is Walmart's email. Reads like they are doing us a favor.

===========================================

Dear Avid Gamer Who Probably Does Not Like Getting Screwed,

We have received your request to cancel the item(s) listed below from your order (#xxxxxxxxxxxxx).

We will attempt to cancel this order, however, we may already have processed your order for shipping. If you need to contact us about this order, please call us at 1-800-966-6456 between 6 a.m. and 1 a.m (CT), seven days a week.

=================ITEM(S) REQUESTED TO BE CANCELED —-—-—-—-—-—-—-—-—-— —-—-—-—-—-—-—-—-—-—- Order Date: 11 JAN 2008 04:54 Order Number: xxxxxxxxxxxxx

ITEM QTY PRICE TOTAL—-—-—-—-—-—-—-—-—-—-—-—-Super Smash Bros. Brawl Wii 1 19.82 19.82

===========================================Returns If we are unable to cancel your order because it already has been processed, then you can return any unwanted items to us after you receive them. You will have the option of returning the item(s) to us via mail or directly to a Wal-Mart store, whichever is more convenient for you. Instructions on how to return items will arrive with your order.

Help If you have any questions, please visit our Help section:

http://www.walmart.com/catalog/catalog.gsp?cat=5436

Sincerely,

Customer Service at Walmart.com http://www.walmart.com

===========================================

I read consumerist everyday and your tips help me procure a Wii for xmas. I had bought one through Amazon, and it was delivered when I wasn't home. By the time I got home, someone had stolen it off my porch...

I tried calling regular customer service who offered to refund my account but couldn't help me get another Wii. I emailed Executive Customer Relations at Amazon and they were able to get me another one without having to wait and get lucky again. I wouldn't have known to use that email address to get better service without your blog. So, thanks and happy holidays.

- Kyle

(Photo: funny strange or funny ha ha)

Already, the persistent shortages have led to speculation by angry consumers that Nintendo was deliberately keeping supplies short to create more hype for the product. Reggie Fils-Aime, the president of Nintendo's U.S. division, denies this, saying Nintendo simply didn't anticipate this level of demand for the Wii this holiday season.

"It really is a missed opportunity if we're not able to satisfy that demand, which is why we're working so hard with retailers," he says.

Supply-chain management experts say missed opportunity may still be better than being stuck with excessive supply. Unsold Wiis could create a negative impression that consumers don't want the product. The consequences are so painful that many companies end up erring on the side of a shortage.

"If you flood the market, it will come back to haunt you," says Christopher Tang, a professor of supply-chain management at the UCLA Anderson School of Management. Nintendo may be missing opportunities by allowing other people to profit from the shortage by charging premiums, but Mr. Tang says that isn't entirely a bad thing because it creates hype. "Psychologically, it's better if the customer is begging for the product," he says.

An excess supply also angers retailers, who must work harder and offer discounts to get rid of the product. The manufacturer's financial results also suffer because they are forced to lower prices or take back the products retailers can't sell.

Finding a Wii takes time and persistence. If you are in New York, a shipment of Wiis arrives daily at Nintendo's World Store in Rockefeller Center. After several failed attempts, we walked in on a Tuesday before 10 a.m. and walked out with a Wii. Other retailers usually receive a scheduled shipment of Wiis. It may only be five consoles every three weeks, but by cultivating a relationship with your local store, you can find out when it might be wise to pop in. As a last resort, eBay and Craigslist are overflowing with overpriced consoles.

Nintendo Plays It A Wii Bit Cautious [WSJ]
(Photo: largeprime)

One problem was that Nintendo had to plan production rates for the holiday season earlier this year, and based on how consoles have traditionally sold they assumed that slack summer sales would help them stockpile inventory for Christmas. Instead, the Wii kept selling strongly throughout the summer, ruining any chance of building up inventory. (I know! Isn't this sad for Nintendo!?)

According to Nintendo, they won't increase production above 1.8 million units, but they won't cut back either until demand subsides. A Nintendo executive offers the same tired old advice on how to score one if you're still looking: check out stores on Sunday mornings, or find out exactly when shipments arrive at your store, etc.

"Why You Can't Get Your Hands on a Wii" [Wired]
(Photo: Ian Muttoo)

Well if you have a child (mine is 4) you know having a portable gaming system can make things like Doctor visits and trips to the DMV a lot less fidgety, so I called up Nintendo with Visa in hand ready to shell out at least 80 or 90 dollars. After being on hold for all of 20 seconds a very nice gentleman answered, and asked why I was calling. I explained that my son's DS would not power on and before I could go any further he asked me to provide me with the serial number and after looking up my information (I register all my Nintendo products online) he told me that they would be sending me a replacement DS and all I had to do was ship the old one back to them, they even provided a shipping label. Already happy beyond belief I was even more surprised when they sent it 2 day UPS air!!!! GO NINTENDO! I have had returned my Xbox 360 7 times for repair and never received treatment anywhere near that nice.

(Photo: mightynine)

Thank you for contacting us regarding our Warranty policy as it pertains to the condition of your PLAYSTATION 3 console.

After consultation with legal counsel, SCEA has determined that the photographs of your console as returned to our service center are neither confidential nor private. Consequently, we may lawfully release these photographs to you. Because the photographs are not confidential, we may also release them to media who inquire about your recent internet postings concerning the console.

Regards,

Cindie Smith
Sr. Manager Technical Support, eService & Security
Sony Computer Entertainment America
Consumer Services Department

Gawker Media polls require Javascript; if you're viewing this in an RSS reader, click through to view in your Javascript-enabled web browser.

PREVIOUSLY: Sony CSR: What? No! Dust Doesn't Void Your PS3 Warranty!
Dust Voids PS3 Warranty

Ive: I'm calling just to pretty much clarify the PS3's warranty, if there's any clause in the warranty that makes it so that if the PS3 is too dusty that the warranty is void.

CSR: No.

Ive: No?

CSR: No. The only way that it, um, voided is if it was neglected, um, abused, dropped or anything like, modificated like if you opened it up, modification, if you didn't have your receipt, um, any power failures like mother nature or anything like that then that actually does void the warranty. Other than that any defective PS3s or anything like that is still, um, still under the warranty.

Notice how Ive uses Ron Burley's trick to stay out of trouble for recording the call. If Sony wants this to end well, they should reach out to Ive, apologize, and offer to repair his dusty PS3 for free.

PREVIOUSLY: Dust Voids PS3 Warranty
(Photo: lunarworks)

I have kept my 60gb PS3 in Its entertainment center since its purchase. It is known within the PS3 community that the thing is a HUGE dust magnet. I took good care of it, I have about 10 Blu-ray discs (did NOT come free with my PS3), 5 games, 5 controllers, 2 42" Bravia LCD's 1 50" Bravia 3lcd Rear projection TV, A Vaio desktop, Vaio laptop, I've even got a psp and location free TV. One day I turn it on and put in a disc and it doesn't show up, then it wont eject, finally I get it to eject and I try a blu-ray, nothing, CDs, nothing.

I call Customer support who originally tell me that they can do anything because I don't have the original sales receipt, (it was a GIFT!!!), I stayed on the phone for hours explaining to them that I don't have thee receipt as it was a gift from my parents. Finally I got a rep who said that it was strange that earlier reps hadn't let me go through with the exchange as if it was a gift it was policy not to require a receipt. He sent me a box, I boxed up my console and sent it in.

5 days later I have no updates on the PS3, I call in to check on it, The first rep I speak to says that it was received without a receipt, and was delayed but he was going to note that it was a gift and get the replacement sent out to me.

6 hours later I get a call from Neil saying that unfortunately they have opened the case and taken pictures of the inside and outside of the case and that it was too dirty to be eligible for replacement. I paused for a good 8 seconds, because my PS3 had not moved from the entertainment center that it sat in more than 8 months I had wiped it off before sending it out, THE WHOLE POINT of the PS3 Is that it is part of your entertainment center! I Told him that was crazy and that it was a known problem that the PS3 collected mass loads of dust. That their product hasn't even been out for 1 year and he's telling me I'm out of warranty because there is too much dust in it!? I told him that someone needed to double check because I really took care of my PS3 and there was no way it was so dirty that they wouldn't replace it. He said he would and he would find out about getting pictures.

The next day I got a call from the same guy, Saying he couldn't get pictures, and there was no way they could replace the console unless I paid 150$ out-of-warranty replacement fee. I dais I needed to speak to his supervisor and it took him a while but he eventually transferred me to yet another person who just told me from the pictures they saw of the outside of the PS3, the memory ports and the USB ports, that there was dust inside of these ports, and that there was no way they would replace such a dusty console.

I then asked for HER supervisor, who was a very rude woman named Daria Woo Ext # 55682. She basically told me if I wanted the pictures of the PS3 That they were property of SCEA, And that I would have to SUBPOENA the pictures! I told her that this was ridiculous! That in order to take the same pictures that they did I would have to open my case, and void my warranty! I asked her if I could record what she was saying and she immediately snapped a NO, And asked for what purpose, I told her it was so I could educate the entire world on the ethics of the PS3 repair center. She told me my only options were to have the PS3 sent back, pay 150$ for a replacement, or leave it there for 10 days until it gets sent back. I told her to leave it because I was going to write a few emails so that this situation could actually get resolved. She told me any email I wrote or number I called would get me transferred to her department and that she would not help. I asked her exactly what part of the warranty stated that if a unit is too dusty it cannot be replaced.

She told me that it was under "acts of god, customer abuse" section when I had clearly told her that it sat in my entertainment center acting as a blu-ray playing, folding@home computing, media center and that obviously the amount of dust inside the console is caused by a design flaw and not my quite dust-less room.

I don't get it! Sony is including Folding@home with their consoles, The auto-start feature makes it so its running almost all the time, OF COURSE ITS GOING TO BE FILLED WITH DUST! A few reps said that the reason they couldn't replace it was because it looked as if it had about 2 years worth of dust in it rather than 8 months..... The console hasn't even been out a year so obviously that is less than a years worth of dust.

I love the PS3, I'm a Sony fanboy, I have a copy of Heavenly Sword Un-Played because I'm waiting for the replacement to come back, For them to say they wont replace it because it is such a damn dust magnet is absolutely ridiculous. IM NOT paying 150$ for someone to use an air compressor to dust off my PS3 re-test it and send it back. MAYBE Sony should let their customers know that excessive dust voids the warranty, so that people can start selling air filter set's for it, and air-sealed boxes for the PS3 to sit in.

(Photo: lunarworks)

See, Dan wants to play Tiger Woods, Madden, Need For Speed, and GTA... so he plays them with his broken XBOX. It's a process that involves large pieces of plastic and metal become smaller, multiple, pieces of plastic and metal.

That's in the second video, below. The first video, above, is his expression of frustration with the warranty repair process in the typical "straight to camera" mode, but the eponymous conveyance of his true feelings, and the appearance of what looks like a recalled Fisher-Price toy in the background, raise it above the quotidian.

Dear Consumerist(s)...

I was a frustrated Xbox 360 owner. Long story short, I had 6 Xbox 360 since launch that needed to be replaced, 4 of them due to poor quality control with the refurbished units (only 2 fell victim to the overheating issue). I had already purchased an extended warranty, beyond the extended one Microsoft provided. On the 6th repair, I was insisting on getting a new, not-refurb, unit. I escalated the call as high as I could, to where I was given a special phone number and extension for a case worker of sorts.

I was told that if I had called a few days sooner (closer to when I received the 6th unit), I could have gotten a new unit...but it was too late. He also insisted he was as high as I could go, and there was no flexibility. I thought what I was requesting was fair, and was getting very frustrated.

Around the time I received the box in which to send back my busted 360, The Consumerist posted the email addresses for Microsoft execs, including Bill Gates. I typed up my case, clicked send, and crossed my fingers. Just two days later I received a call from a rep who was perfectly willing to replace my 360 with a new unit! The turn over time was fast, and so far my 360 has worked flawlessly! Granted, it wasn't in a brand new retail box, so I will never know if it is truly new, but it had no scuffs like my refurbs did, and smelt like a new item. So I just wanted to than you guys, and if you are ever at the Jersey shore, come on over for a BBQ and some Xbox 360 gaming!

AlteredBeast

(Photo:AlteredBeast)

RELATED: Contact Microsoft CEO Steve Ballmer

Also of note: "Xbox 360 Core System will drop in price by $20, to $279.99, and Microsoft will shave $30 off the price of the 120 GB Xbox 360 Elite, taking it to $449.99."

Advertisements showing the price cut were leaked on the internet more than a week ago, and confirmed by Microsoft yesterday.

Confirmed: Microsoft cutting Xbox 360 price by $50 [Seattle Post-Intelligencer]
(Photo:Maulleigh)

The player's ability to don, kick, toss or use products is part of the appeal. In "Super Monkey Ball," players try to get their monkey characters to collect Dole-branded bananas. And in "Tony Hawk's Project 8," players use Nokia phones.

Gawker Media polls require Javascript; if you're viewing this in an RSS reader, click through to view in your Javascript-enabled web browser.

For advertisers, they're not just games [LA Times]

"Is there anything else I can help you with... and by the way I am laughing at you."

I responded, "you are what?"

And he enunciated, "I am laughing at YOU."

(Photo: Tengaport)

Whaaat? Why is he laughing? Why would anyone say such a thing?

Richard writes:

Backstory...

My wife bought me an Xbox 360 from EB games in April of 2005. She bought it early enough that I was one of two people to get the premium system day of release from that particular EB games. I picked up the Xbox on Nov 11th and all was right with the world. Critics were lamenting its whopping 90 day warranty, possibly the biggest joke Microsoft ever pulled... on gamers. I was happy with my 360, counting the days after those initial 90 days... just waiting for it to break.

Then in November Microsoft retro extended every ones 360 warranty to ONE YEAR!!! Unfortunately it was instituted 7 days or so after mine would have expired anyway. So... still no warranty.

Then in March of 2007... it finally happens. I am playing Marvel Alliances and the screen goes green... then black. No red lights of doom, just no video. Could hear my game... just not see my game.

So it is off to "Xbox customer support." I call and explain to the Operator (David I believe, that is what Jose said anyway) what has happened. He proceeds to tell me that my Xbox was out of warranty and it was going to cost me Shipping both ways (UPS), $140 dollars and if I wanted to extend the warranty on their work it would be an extra $70. He then proceeded to explain that it was my fault that it wasn't still under warranty because I had the chance to extend it while it was in the original 1 year warranty. I then explained the above story and that mine never had a 1 year warranty. He then imparted this nugget of wisdom to me...,"Wow, that is like taking a piss and having the wind change direction and getting piss all over your leg." Apparently Microsoft is the wind and I have piss on my leg.

Seeing as how it seemed I had nothing to lose, I decide to have a computer repairman look at my 360. Just having the Video go blank seemed like there might be something loose on the board that would be easily repaired. As I am having him look at it, Microsoft changes directions and includes Shipping and 1 year warranty with all repairs, INCLUDING THOSE NOT CURRENTLY UNDER WARRANTY! Yeah!

I call XCS again and explain the above background, that I had a repairman look at my machine and the "Pissing in the wind" story and she says it is not a problem, that it will be repaired under the new notice. I explain I am going to have to wait to get the repair as I am trying to keep credit card debt under control. She said no problem and that I should complain about the "PITW" customer service guy.

Cut to 4:00pm est. on May 11th, it is my birthday witch is ironic seeing as how this is my Birthday present from 2 years ago. I call in to finally get it repaired. I give them my information and explain the above fun. Renzie informs me they will not help me. He is polite enough. I explain the previous call and he tells me he has no records of any call other than "David" in March and there is nothing that will be done with this Xbox. They consider removing anything tampering and it will not be looked at by Microsoft. I as for a Supervisor.

I got Jose. At 4:27 pm eastern standard time, I got Jose on the line

Jose gets on the phone and tells me in no uncertain terms that it is not going to happen. He is rude from the get go. He says I tampered with it so he will not authorize anything. I tried to explain that I was had a computer professional see if it was repairable. He said he didn't care, it was tampered with, No repairs. I said what was stopping me from buying a PS3 and leaving my "brick" behind. He then told me that it was my choice if I wanted to do this.

I asked for his supervisor. He said "I am the supervisor." I reiterated that I wanted to speak with his boss. He informed me that I was not going any higher up that he was the end of my line. He then gave me a "circle warning" and I would get only one more. He said, " we have delt with this issue and we will not revisit it again. If you bring it back up I will hang up on you."

Then he said it. The reason I am writing this to you.

"Is there anything else I can help you with... and by the way I am laughing at you."

I responded, "you are what?"

And he enunciated, "I am laughing at YOU."

And then he hung up.

That is it. The end of the conversation with Microsoft Xbox 360 support.

Any idea who I go to now?

Stop us if you heard this one before, but it seems like the simple solution here is to call back and simply not disclose that anyone else opened the console...?

When we tell this to Richard, he replies, "Actually they are sending them back untouched and still charging the card. Plus I believe they flagged my serial number.

I am assuming the flagging because they said the name of the PITW guy and mentioned notes. I am guessing there are notes on this one.

What I was asking for was the "shipping and 1 year warranty with all repairs, including those not currently under warranty." but They said if it was opened they would not look at it, that "they would just send it back without looking at it."

Not trying to be a bother. Just at a loss."

Well, shoot then. Is Richard screwed? Or will he live to Marvel Alliance again, with both sight AND sound? — BEN POPKEN

UPDATE: Reader DjDynasty writes: "800-426-9400 Microsoft Parts Replacement, they can get you to supervisors who care."

According to Kotaku, employees at Electronics Boutique, a popular game store, are only going to be receiving 5 or 6 PlayStation 3 video game consoles per store when it comes out in November. Who cares, right? Except...

When I asked them about Playstation 3s, the manager on duty told me that every store in the chain is getting about four or five each, which means they aren't getting any. I asked him to explain and he said, while literally rubbing his hands together, "They're letting employees buy PS3s, so there won't be any left." I asked if they have to stand in line and he said no, the second we open we'll just buy them up. He did say that they can only buy one each, but I'm guessing most stories have at least five employees smart enough to know how to use Ebay.

In other words, Electronics Boutique's policy is to allow their employees to buy up the entire stock of consoles, then sell them on eBay. Given that a PS3 will cost $600 when it is released and no one is going to be able to buy them (massive shortages are expected, even without employees ganking all the consoles) this means that Electronics Boutique is giving its employees open license to gouge their own customers on eBay, where a PS3 will likely go for a couple thousand. Nice one, EB.

EB Employee: We're Buying All Our PS3s [Kotaku]

"As part of our standard and ongoing process of analyzing repair data, we recently noticed a higher than usual number of units coming in for repair," Microsoft told IGN in a prepared statement today. "Upon further investigation, it was further discovered that the bulk of the units were isolated to a group that was part of the initial manufacturing run of the console. Returns for repair are coming in for a variety reasons and it's a higher rate than we are satisfied with."

Well, good. I don't personally have an Xbox 360, but if I did, I am sure that it would be broken. Every console I've ever purchased has broken—from NES to PS2. I can now open a PS2 and readjust the laser in 3 minutes flat. I'm like a NASCAR pit crew with that thing.

But I digress. If your box is broken, Microsoft will either repair the system or, if the problems cannot be fixed within two days, Microsoft will replace the old system with a new one. Anyone with a broken system can call 1-800-4MY-XBOX to speak with a customer service person. And, naturally, we'd like to know how that conversation goes.

Ahhh, sweet satisfaction.

That's what reader Jorge M. is asking after facing another broken XBox game console. Jorge's brother lives in Puerto Rico and his XBox has broken twice over the last five years. Not really surprising — we know people who have gone through five PS2s in the products lifetime, that console being imbued with a manufactory flimsiness that makes the XBox look like a Singer workhorse.

The problem? To get the XBox repaired, Jorge's brother needs to send it to an XBox repair center. They'll ship him the box. But despite the fact that Microsoft sells the XBox in Puerto Rico and even offer a warranty there, they won't ship to Puerto Rico.

Frustrating. Jorge's email is after the jump.

How about Microsoft? Now I'm no Microsoft hater, but sometimes they really deserve it:

When the Xbox came out about 5 years ago my younger brother got one for Christmas (he lives in Puerto Rico, but since PR is part of the U.S. it came out there at the same time). It worked for about a month, and then like many of the early ones crapped out with the flashing red light and the error message on the screen. He called me in Boston and asked me what to do; I told him to call Microsoft because it had to be under warranty. Microsoft said they'd send out a box and repair it under warranty at no charge. So far so good, right?

Here's the rub: they couldn't send the box to Puerto Rico. They asked him if he knew someone in the states that they could send the box to. So of course he gave them my info. So they sent me the empty box. My brother sent me the Xbox from PR. I sent the Xbox to Microsoft. They repaired it and sent it back to me. I sent the repaired Xbox back to my brother. Total shipping cost to repair a brand new Xbox under warranty: about $40. But it beats a $300 paperweight, right?

So the other day my brother calls me again. Now the Xbox is giving him the "dirty disc" error. He calls Microsoft again. For some reason the CSR tells him to erase every file on the hard disk. When that of course doesn't work, they tell him it's a bad DVD drive. Since it's now out of warranty, the repair will cost about $60 including shipping. My brother gives them his address and credit card. A couple of days later Microsoft calls my brother: "I see that you live in PR. We can't send the empty box there. Do you have any friends or family in the states?"

I thought I'd cut them some slack when the Xbox first came out, but at this point it's preposterous. If we do the box shuffle again it'll come out to close to $100, which is probably more than what an Xbox costs on eBay. Isn't Microsoft legally obligated to support a product wherever it's sold legitimately? What if my brother buys a $400 X360 and it melts within a month - is he SOL as well?

Short answer, Jorge? Yes, he jolly well is, unless any one of our commenters know anything? Got any advice for Jorge and his XBoxless brother, guys?

Got a complaint or tip? Mail us!

Everyone who got burned on the original Nintendo Gameboy Advance debacle felt the existential yawning of deja vu when Nintendo recently announced that, less than a year after launch, they were shrinking down the size of their Nintendo DS handheld and making the screen better. This was after previously ensuring all of us that the device was Panglossian in its perfection and could not be foreseeably improved. What a perfect way to burn the customers who made Nintendo's experimental console a success — try to sell them the same product again a year later with the form factor that the product could have been in the first place!

So this news report, straight from Japan, of the Nintendo DS Lite's debut is our way of putting sweet little kisses on the gaping wound of our disemboweled wallet.