Xbox

Kevin of Salt lake city, UT December 10, 2009

I purchased a playstation 1 and 2 and i was never dissapointed. When the original x box had released i still was not impressed, however, when they released the 360 the graphics and the game selection both seemed very intrigueing to me. i purchased a used one out of a second hand pawn shop, my mistake, expecting it to eventually break down. It was used, you can never expecte refurbished or used equipment to work like it is new. We should all know this. Well may be 3 or 4 months down the road it stopped reading the disks like i expected. obviously i can't go get it replaced as i didn't get a warrenty. understandable. i went to my local game stop and purchased a used 360 in hopes that it would run good as new considering it was PACKAGED BY MICROSOFT.

Once again the same exact issue. I would put in a game and the console would do one of two things, either say reading and then open tray as if i never put a game in, or it would go to a white screen that said if you would like to play this disc put it in an x box 360 console. then it said something (assuming the same thing) in about 15 other languages. I started to wonder at this point but i am not one to give up on a company easy, at least when i'm happy with the service or products, therefore i went to the game stop in my local area, different from where i purchased it, and they told me that it was not under warrenty, which i had asked for by the retailer that originally sold me the system.

I asked what is it going to take to get another x-box? They retailer i'm at now says he can sell me a used one for about 150 bucks. this is what has now happened 9 times. that is not including the times i actually used a warrenty. this means i have purchased 7 used x box 360's and 2 brand new ones. after purchasing about 7 pof them, well, at this point i have spent nearly 2000 dollars between equipment and consoles and games. on replacing the console alone over 1000 dollars. I called the x box team, customer support (that doesn't support there customers), and they we're very rude, i couldn't understand them half of the time, and they constantly told me that they WOULD NOT, not could not, send me a new console unless i pay the out of warrenty fees. i was told this would cost me 200 dollars. Why would i spend 200 dollars to get something fixed when i can spend 150 to get the same thing?

I just got off the phone with the same people, the ones that you can not understand and sound like microsoft put a chip in there brain programming them to do nothing but say "well, unfortunately, our policy says no, but you can speak to a manager if you want." After calling numurous times, once of which being accussed of stealing a console because i didn't have it "registered to me?" Whatever that means. I became irate to say the least. I explained to 3 supervisor's what my problem is. i talked to at least 5 agents. Nobody was willing to even try to help me. My biggest issue is that even though they can see that i have purchased this many x box 360's, and there are remarks on my calls showing that i have called numerous times, they still say that there policy says no. I had asked the last supervisor why i should have to pay for the companies defaulted equipment. He said well our policy, and then i interrupted and asked to be able to speak with someone that is willing to make an echo throughout the company so that this doesn't happen to future customers. He gave me the address at 1 microsoft way, which doesn't even sound like a real address.

The main conclusion here is that i have replaced my x box 360 over 10 times in the short 2 years i've owned one. and they refuse to believe that even though it was the same problem every time, it is not a manufacturer defect, and they refuse to fix it without me paying them 200 dollars. because of this i refuse to ever purchase another microsoft. I will spread the word as far as i can and as often as i can the x box 360 is the worst game console, it is far from durable, and the customer service is horrible, and they are very rude, and very very unhelpful.

deb of bellmore, NY December 9, 2009

have had the xbox 360 for 2 years- no problems- almost made it to 3years but in October 3 rings of death- contacted xbox , printed label and sent it back.. received the new one in 3 weeks as promised-there was things rattling around on the inside of the console-and the fan did not sound normal when it ran- next it ate one of my sons games, and he stupidly ruined another game by using it to pry the 1st game out of the tray (he is 10).

the console now shows 1 red ring and says e 6 something .. 3 days i have been trying to print out a new shipping label to send this back- been on the phone to many times to count also in the same time period.to no avail. i asked them why cant i go to ups and send it back on my own and pay for shipping- nope cant do it- i want this over before Christmas but it doesn't look like this i going to happen- now he is going to have all these games under the tree with nothing to play them on... shame on you microsoft/xbox

Grant of London, ON December 9, 2009

I would like to complain about the terrible customer service in regards to the Xbox 360. Our Xbox 360 broke on the Canadian Thanksgiving and all seemed well as they said it would be returned in 2-3 weeks.

We patiently waited for the time that was given and before you know it, 2 weeks is upon us. We continued to wait but 3 weeks also came and went. We decided to give the repair a little longer as we thought they may just be slightly behind but it still never came. After 5 weeks, we decided to call and see what the hold up is. Nobody could give us an answer; they said they needed to wait for a response from the repair station.

We continued to call as it has now been over double the time period it would take, and it wasn't until 6 weeks in that they told us it had been shipped back. Well since we didn't have it, and the delivery company said they never received it either, this was not true. They said that they would look into it and call us back, they never did.

On the 7th week, we called again and finally a staff member is helpful and agrees that there is a problem and said they would get it fixed right away and sure enough, in one week we get our Xbox 360 back. It took 8 weeks when it should have only taken 2-3. During this time, we had kept our Xbox live subscription running as we were expecting it to be returned much sooner then it did.

We tried to get time added on and what do they give us? Only 1 month. It took 6 weeks longer then it should have because of a fault from Microsoft so this is clearly unacceptable. I had to call and wait on the phone for over an hour just to get 3 more months. Microsoft, you are lucky that we were a customer in the past because now we realize how terrible your customer service is. No longer will we ever buy Microsoft products.

Jason of Tucson, AZ December 9, 2009

I am completely appalled by this whole issue. I was there for both the launch of the original XBOX and the 360, waiting in line in the freezing cold overnight for 14 hours on both launch days. I have been a pretty loyal customer to Microsoft throughout their little venture into the gaming market, which I can now see has been a mistake.

I purchased my 360 as I said on launch day (11/2005). I even purchased the extended warranty on the 360 for 100. 5/2008 I get the RROD, contacted Microsoft, got sent a coffin to ship it back and about 2 weeks later I receive my refurb replacement as luckily I was still under the "Oops, we F#%ED up" 3 year extension. Now this RROD issue is widely known to be a manufacturing issue with consoles that were manufactured before 2008 yet this wonderful company sent me a console that was manufactured 10/2005, so I knew that this was going to happen again...and it did. Today I called 800-4MYXBOX and spent 40 mins on the phone with someone who could barely speak english to tell me that I now have to pay 140 dollars to have my console repaired. REALLY!?!?! Forget it! WHY SHOULD I HAVE TO PAY FOR YOUR MANUFACTURING DEFECTS??? You are still not owning up to your mistakes Microsoft, and this is certainly not taking care of your customers! I can now say that I will again be waiting in line on launch day for the next hot console that comes out. However it won't be a Microsoft console. I will now be reserving that space in my entertainment center for a SONY or NINTENDO product.

You better find a better way to make things right with your customers, Gates & Co...I am not alone in my situation with your 300 paperweight you call a game console. I have several friends that also have 360s, and guess what??? ALL HAVE HAD TO HAVE THEIR CONSOLES REPLACED! So perhaps your competitors would better appreciate the business of all those who have had their systems replaced with yet another faulty console as from now on your competitors will be getting mine. Do yourself a favor and stay away from this complete waste of money.

Leslie of Palatine, IL December 8, 2009

Same complaint that everyone else has about repairs to the XBOX. Nightmare with website and customer service. I didn't read all of the complaints but, my issue is that when the XBOX was returned to us it was cracked and still does not work. I bought the XBOX for my autistic son's birthday in May 2009. I'm going to get him a Playstation 3 for Christmas and Microsoft can, well you know what they can do.

Jeff of Johnstown, PA December 8, 2009

My son has had his XBox 360 for almost 3 years now. Absolutely no problems with it until 2 weeks ago. The red ring of death. I contacted Customer Support and placed a repair ticket with them. I could not print out the label. It stated that I should call Customer Support, which I did.

Person on the phone was almost impossible to understand and I could tell that he had NO CLUE as what to do. He told me that I should be receiving an email within 24 hours that will contain the shipping label for me to print. Never came. I called Customer Support yesterday and explained to them the situation.

After exactly 52 minutes on the phone with them, they took my email address and told me that I would receive an email within 6 hours with a UPS label that I could print out. Guess what, 24 hours later...No email. And now, when I go to the XBox website to check on my repair status, it tells me that my reference number does not match my zip code and it will not give me any information. Ugh.

Hey, its 2 1/2 weeks before Christmas. I have over 200 worth of Xbox games in wrapping paper that my son is going to be able to do nothing with because I am unable to print a shipping label for a console that they know is defective. My repair bill will be free but it really doesn't matter because they can't (or won't) figure out a way to get it shipped to them. Happy Holidays from Microsoft

Joseph of Sumter, SC December 7, 2009

Bought Xbox 360 couple of 2-3 years ago. Had some overheating problems but those were fixed with an external cooler. In the last year, have sent back an XBox 360 console for repair twice! For internal hardware problems, the firsty being the Red Ring of Death, second one being a E74 if memory serves correct.

And now the one that has broken the camels back, this current console which was received back on 7/13/09 (still have the UPS tracking number) has started to fail. Getting E71 error messages, screen freezes, and now the hard drive ins't visible. The HD works on another XBox, so this isn't the problem. Have made 3 phone calls to XBox in the last 4 days concerning this issues. After explaining it to them I am told that the warranty has expired on this concole.

Expired only after 5 months (as date of manufacture is 5/19/2009)! CSR says only 90 day warranty placed on that unit. So it needs to be repaired and it will cost 100 to repair plus shipping costs. I got LIVID with the rep and started to tell her where MS couls stick this console. She stated that she saw where I had returned 2 other consoles for repair, but she was sorry there was nothing she could do. I then informed her as to what my intention were going to be (contacting the BBB, SC AGO, local and national newspapers, and seeing about getting an attorney) to which she replied that is your perogative sir. To which I said I am done talking with you and hung up.

Economic impact? 20 games on hand at the going rate of 50 a game, for 1000 (est) and not to mention the games that were perchased for xmas for my son. Out the money we paid for the Xbox 360, couple of hundred, and the emotional impact on my 8 year old as this was his XBox 360, as he was very upset when I told him it would have to be thrown away. If there is any legal remedies that can be persued about my experience with MS I wil be willing to persue them.

Adam of boise, ID December 3, 2009

My mother purchased my 360 not knowing Microsoft sold them with defective parts. After my Xbox broke I contacted Microsoft for repairs and they stated my Xbox was out of warrantee and would be 100 dollars plus shipping and a four week waiting period. After doing some research I found out that I was not the only one who had this problem. My mother is a single parent on a fixed income and 100 dollars was way out of our budget, especially after paying the full price of 240 dollars when first purchased.

A friend suggested a person that would repair it for 50 dollars, so I took it to him and a day later. I got it back and have had my Xbox for over six months now without any issues until November 15th when my console was banned along with almost a million others. I went to the Microsoft website where they had no clear information. After looking through the internet I found out there was people playing pirated games, this was the reason for the ban. The four games I own were purchased from Wal-Mart, I do not understand why I can no longer play online and Microsoft refuses to give me any answers. This wouldn’t be that big of a deal but I live in Boise Idaho and my family lives in California and this is the way I communicate the most out of everything we have with my family. I just want to have a working Xbox 360 and I hope someone can understand how unfair and injustice this is.

Jan of Glendale, CA December 1, 2009

I purchased a Xbox deluxe in Dec 2008 as a christmas gift. The Xbox was registered with Microsoft and under warranty. In October, 2009, (8 months later) the Xbox had a error code E74, had to send the Xbox to microsoft for repair. The Xbox customer service rep directed me to the website for directions and printing a label for shipping. The website - FAILED. There is a back office HTML error in the Xbox support website, and NO postal label will appear in the window for print.

Called Micro Xbox support on Oct 15th notified them of the website error and requested a shipping label for Xbox repair. Called Micro Xbox on Oct 27th regarding non reciept of shipping label- was told that there was NO RECORD ON FILE. Requested the label AGAIN with the reference number issued. (interesting that there in a recrded reference number for the Xbox serial number that I reported - but no call reference on file). Called back again on NOV 5th regarding non reciept of a shipping label... I was told that the shipping label was not processed until NOV 3rd, and would take 3-5 business days.

By now I have several Xbox survey reminders in my email. I was scheduled to be out town from Nov 5th - Nov 25th. The warranty on this Xbox was dancing with the expiration date, and I asked my neighbor to watch for the shipping label, and post the package for me. I called Xbox AGAIN, and told them that I needed to package the Xbox, and that my neighbor would post it, I asked...what do you need? I was told to ship the console, and keep the cords. Today in Nov 30th (45 days from the first call), I just recieved an Xbox and returned it to my step son. It doesn't work!

I call Xbox support again... Now I am told that the instructions on the website shipping label (the one that would not open and print) contained directions to remove a hard drive from the console. I spoke to a supervisor that was more interested in explaining to me how the XBOX repair process works, rather than answering my question which is... How/when do I get a hard drive back? I am told that there is NO communication record between Xbox support and Xbox Teck, NO tracking of customer items that is recorded.

They have NO idea of when a hard drive will be shipped, NO record will be available, NO tracking number will be available to me, NO communication of the hard drive will be offered. If I do not recieve a Hard drive after 15 business days (Dec 21st)Then I am to call back and start a level 2 process. WHAT? NO RECORDS?

I truly don't believe Microsoft does not keep records of items being repaired by the company. Why was I not told that there was a hard drive to remove on this machine. The instruction sheet/label link FAILED - no instructions were available - hence my call to them.

I have spoken to Xbox support reps who do not speak english, who have not one clue what to say other than to read some non related pre-written dribble from some Xbox customer service manual that nothing to do with issues at hand. NOT one person in the customer service department can answer, or accept any responsibilty, or think out side the box to help. Why didn't that stupidvisor call the tech department to confirm the hard drive belonging to the record number that I had imputed into the phone 5 times.

Inept! absolutely INEPT! I will NEVER purchase an Xbox for any of the other kids. NEVER again! They can play wii or playstation, or go play outside. Microsoft Xbox = F. Loss of Xbox live fees, loss of Netflix fees 2 months and counting. Loss of cell phone minutes from being on hold, and speaking with those who have no clue other than to put me on hold. Loss of hard drive. Mental fatigue from idiots who want to blame "my computer", "my printer", "UPS delivery", "my lack of understanding of the process center and LACK of records", "my lack of patience". First call was Oct 15th, today is Nov 30th, I can do NOTHING until Dec 21st due to Xbox process procedures.

Dustin of Woodbury, TN November 30, 2009

I have owned 4 xbox 360s in 2 years. The first one was an elite (500.00) that broke and was repaired 2 before I sold it and bought another one. the next one I bought lasted all of 3 months before I had to throe it in the trash. The next and I bought used, same story, less than 6 months, TRASH.

The last and current one has been better, but after about 6-8 months its beginning all over again. Now after 2 years of this, hundreds of dollars wasted, and dealing with microsoft employes who I can not understand I have had enough.

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