Moore: Don't focus on Xbox 360 failure, focus on repair
by Alexander Sliwinski 
{ May 8th 2007 at 5:25PM }
In a recent interview with Microsoft's Peter Moore, Mike Antonucci of the Mercury News had a portion of his interview dedicated to reader questions. The topic of the Xbox 360's failure rate was bound to come up. In a stunning display of spin typically reserved for only the best bad Sony news, Moore says consumers should focus on their treatment once their Xbox 360 fails, not the failure itself.
Moore says, "I can't comment on failure rates, because it's just not something -- it's a moving target. What this consumer should worry about is the way that we've treated him. Y'know, things break, and if we've treated him well and fixed his problem, that's something that we're focused on right now. I'm not going to comment on individual failure rates because I'm shipping in 36 countries and it's a complex business."
It's a moving target? It may be an ever increasing target (or decreasing target), but it's hardly moving. All it takes is the number of defective units sent in for repair, divided by units sold and voila ... a clear number. Nobody is screaming recall and owners have come to expect the Xbox 360's failure as part of the console's lore, but they're sticking to that 3% figure ... which works out to over 300K units, no small number.
[Via 1UP]
Reader Comments (Page 1 of 2)
Todd @ May 8th 2007 5:33PM
"...owners have come to expect the Xbox 360's failure as part of the console's lore.."
That is really, really horrible. That is some of the worst publicity, and if I were Microsoft I would be ashamed. Maybe Moore should focus on addressing the problem and actually, oh I dunno, fixing it.
fremastr @ Jul 23rd 2007 9:40PM
Calls: 15
Date service center received xbox: june 1st
Today’s date: july 23rd
service center received xbox: june 1st
-why does a microsoft owned and ran 'service center' enjoy bending me over?
my 'microsoft made' xbox 360 has been in the 'microsoft owned' service center since june first, it's july twenty third. I've made, according to your computers, 15 different calls about one issue. Each call taking between 15-30 minutes just to get someone on the line, who can't help me, passes me off to a supervisor, who then tells me i have to schedule a call back time. Today was my 4th scheduled call back in which i've freed up 5+ hours, per call, of my personal time in order to meet their schedule. i have been called back zero of the scheduled 4 calls. i call again today, wait 20 minutes for a person who attempts to transfer me to a supervisor, but the supervisor determines my problem is not worth his attention and informs me i have been rescheduled (without my notification) for an additional (5th) call back. After managing to get the supervisor on the line, he (eric) then tells me, my most likely compensation for my 15 calls, 4 different 5 hour time frame call backs which were never made, and 2 months of not having my xbox 360 because of a well known and acknowledge hardware problem one month and 23 now days of that time of my xbox actually being in their 'service center', my most likely compensation is a refurbished xbox 360. My compensation, for over an entire work week's worth of hours spent on the phone or waiting for a call which never came, is someone elses fixed xbox 360, which was the original agreement in the first place, except now it's not even my xbox 360.
so again, my question is...
-why does a microsoft owned and ran 'service center' enjoy bending me over?
this is one of my unanswered emails
Russ @ May 8th 2007 5:35PM
Focus on the repairs and the way we are treated?
I packed up and went back to Sony specifically because I was sick and tired of making endless calls to customer services, only to be treated like dirt. When I got a new console, they basically told me I couldn't have my downloaded content back.
MIcrosoft are an awful company, and it is a shame, because the developers have put some damn fine games on that system.
Phil Ringsmuth @ May 8th 2007 5:37PM
"Focus on how we treat the consumer."
You're doing well, Peter. Here's my true story:
4/5/07: Called Xbox support and set up a repair for my dead 360. One week later I get a box to send my 360 back in, but it's missing a return-shipping label. The instruction sheet claims there should be one in the box.
4/13/07: Called Xbox support and explained my situation. They said they would send me a second shipping box, hopefully one with a return label inside.
This box never shows up, not after more than two weeks.
4/30/07: Called Xbox support and explained the situation. "Nate" said that I could either take the box that I did receive, and pay out of my own pocket to ship it to the repair facility, or they would have to cancel this repair and set up a new one.
I told him to set me up with a new repair, because I had already paid them $139.90. While being on hold, the lights went out in the support building, so claims "Nate". After being put back on hold, the phone just hangs up.
5/1/07: Called Xbox support and explained the situation. I was told they needed to refund my credit card the original repair price and charge it again to start a new repair. I told them that's fine.
5/7/07: Received a shipping box *with* a return label inside. I dropped it off at UPS later that day.
5/8/07: Box is en route to repair facility, more than one month after placing my original phone call.
-----
Great job so far, Mr. Moore.
AirIntake @ May 8th 2007 5:37PM
I'd like to know the failure rate. I don't think 3% is necessarily way off though. 3% is still ~300,000 failed consoles.
J8675309 @ May 8th 2007 5:41PM
WRONG WRONG WRONG and.... WRONG.
Let's treat the symptoms instead of the disease, great idea Einstein.
tetracycloide @ May 8th 2007 5:43PM
of course it's a moving target. difference in quality between batches of silicon based electronics has been a constant problem that the pc world has been dealing with for years. specific batches of chips have always varied in quality and sometimes a specific series just fails and some people just get unlucky enough to end up with them.
as much as i hate microsoft acting like this isn't an issue, and trust me i do, it seems a tad unfair to attack a mcsoft rep for saying it's a moving target when it IS in fact a moving target.
Kye @ May 8th 2007 5:44PM
Fanboys assemble!
Flame on!
Zant @ May 8th 2007 5:45PM
true story and im still dealing with the BS now. i sent my xbox for repair on April 14. ididnt recieve a box cause i didnt even know you had to do that i wasnt told. so i sent it to the repair centre, it was recieved on the 18 of April. I was told it would take 1-2 weeks. so 2 weeks go by and no xbox. so i call and they say they dont know where it is. so i talked to the 'elite' team. and he said that it was recieved but they dont know where my xbox is. Oh and apparently someone was playing gears of war one day after i sent it. my friend who i havw on my xbox friend list told me when he was online. so they dont know where my xbox is and ive waited almost a month, What a bunch or idiots. i better get a new system
syco @ May 8th 2007 5:46PM
Well, this IS Microsoft. I should hope that one would not be completely shocked if it breaks, using Windows for a few years should get you used to catastrophic failures from what seems like a simple system. If they actually have a semi-decent repair system set up then that's actually pretty decent from Microsoft.
Then again, I would appalled if my Wii ever broke. Nintendo products have been rock-solid for many iterations now.
I'm surprised PS3's run at all.
SonicRift @ May 8th 2007 6:05PM
First time it died, I paid to ship it myself and recieved a replacement console in 4 days.
My replacement died 3 months later. This is just after they updated their service policy, as reported on Joystiq a while back.
Second time, It took me 2 weeks to even get a box, and I got my replacement console 3 weeks later. I was told I'd be getting a new console because this is my 3rd one, but alas, my current box was manufactured 3 months before my original purchase. I don't think it's new.
Thankfully, they gave me a one month card for Live Membership for the 5 weeks I missed out on.
sheppy @ May 8th 2007 5:47PM
tetracycloide...
Yes, it is a moving target but some estimations SHOULD exist. Let's not forget, it was 5% effected that put Sony into a legally actionable position on the PS2. From personal experience, I'd say Microsoft has surpassed that number. I mean, we get numbers from Microsoft all the time on how many they've shipped. I KNOW they have numbers on how many repairs they've performed and defective units received from stores they've received.
Kamizar @ May 8th 2007 5:59PM
I think they count any console that fails as one even if it fails multiple times and thats where they get the 3%...
So even if it fails 100 times after a referb its still only one failed console...
felixlighter @ May 8th 2007 5:50PM
It's the chink in Microsoft's armor. Great games, great online service, unreliable hardware... Fixing these issues should be their number 1 priority, but will the reputation of the Xbox 360 reliability ever change? Who knows, but don't forget it's not the first console with a lousy failure rate.
Héctor Sikaffy @ May 8th 2007 5:55PM
No Xbox-Microsoft Support in my country. And my 360 is death :(
SuicideNInja @ May 8th 2007 6:01PM
It's still painful that people are so quick to forget that Sony was charging $40 to fix PS2 DRE WITHIN WARRANTY. Microsoft is doing much better than that. And that's without a class-action lawsuit. I'll give up on Microsoft if they mimic Sony by ALSO making 12 revisions of their console that have the same repeat problem.
DRE pissed me off so many times that I'm amazed to even allow a Playstation product in my home. Unlike Sony, Microsoft and Nintendo were quick to fix my issues as long as the consoles were in warranty. And they didn't charge me a thing.
The real issue is that everyone's experience will be different. Every phone rep will be different...I worked in call centers for 5 years...and there comes a point when you just want to give the finger to ignorant and whiney customers. The policies should be the focus, not the underpaid grunts we talk to on the phone.
Nintendo has the best policies overall (they will warranty about anything as long as the case hasn't been opened). Microsoft's improved when they starting paying for all shipping and extended the warranty to a year. Sony...well after that class-action, I'd hope they've cleaned up.
Brett Parsons @ May 8th 2007 6:03PM
In my circle of friends (8 Xbox 360 owners) the failure rate is 100%. I have had to send two 360s back to Micro$oft for repair/replacement due to the red ring of doom. I'm still playing games on the system and am a huge fan of the experience I have had with the overall system, but the hardware is OBVIOUSLY flawed in design. Can you imagine another consumer product having such high failure rates? The amazing thing to me is that they STILL ship out the same hardware design, which will STILL have the same failures. Shame on you Microsoft.
Jake @ May 8th 2007 6:04PM
I don't know what the failure rate is. Moore is blowing smoke up our ass by saying you can't determine what the actual number is. defective units divided by total units = failure rate.
My first 360 died. I know 8 people in person with 360's, none of which have died. Therefore, the true number is 1/9 = 11.1%. Moore could do the same, only with significantly better numbers.
This definately sounds like Sony PR. I hate when game companies pretend we are as dumb as the average consumer. The types of gamers that read sites that post that kind of news are typically rather savvy. It isn't like we are going to parishilton.com or something to eat up her PR person's BS.
Mystic @ May 8th 2007 6:08PM
I'll defend Moore on this one. While MS at first was going to make me pay for the repair, I called back a day later and for whatever reason was able to get my xbox repaired for free.
JohnnyCashAK @ May 8th 2007 6:15PM
Could this guy sound like more of an a$$hat? I don't think it's possible.
Here's my repair story:
3/12/07 - Called xbox support. After listening to 'Max' drone on for three minutes about crap I didn't care about, but couldn't beep past, I'm finally given the option to speak with a tech support agent, but not before being reminded for the umpteenth time to 'make sure I have my serial number, as that will speed up the process.' 'Herbert' answers the phone, sounds a lot like Apu from the Simpsons. I explain my situation while trying not to laugh at his stereotypical accent. I build computers on the side, so I'm 99.9 percent certain that the problem lies with the HDD, but 'Herbert' is positive it's the console itself, and won't budge. Finally, thinking maybe he knows something I don't (seriously doubtful, at this point) I give in and agree to RMA the console itself. He then tells me I need to ship it to them and starts giving me the address. I correct him on this, saying that the warranty states that MS will cover shipping costs. He says that this is only within 90 days of purchase. I ask to speak to a supervisor because I think that is BS, and after putting me on hold for 10 minutes, he comes back and says he's been authorised to send me the prepaid box.
3/17 - I receive the prepaid box, follow the instructions, and send it back that same day.
3/21 - Tracking numbers confirm box has been received, and I get an email the next day saying my box is being looked at.
3/22 - I receive an email saying my box is on the way back to me. One day turnaround? It only took them one day to diagnose and repair my box? I'm pretty aprehensive, to say the least.
3/25 - Console arrives, with a 1 month prepaid Gold membership card. Uh, sweet... I'm already paid up for a year. Thanks? Put the box back together and plug it in... hey check it out, IT'S STILL BROKEN! Yeah now I am ticked off beyond belief, so I call xbox support again, but this time I use the age old phone support trick and keep mashing zero until I'm transfered to someone living. It works, and I'm sent to Xbox Live support. (huh? well whatever) Paul asks me if this is for software or hardware. I say hardware, give him my support number, and go into my problem. Paul laughs when I finish, and lays into 'those POS India guys' and starts appologising for my shoddy treatment. Paul is awesome... the kind of tech support of old kinda guy, who you could picture eating a slice of pizza while sucking down his third Big Gulp of the day. Most importantly, ENGLISH IS HIS FIRST LANGUAGE! Anyway, he brings up something I hadn't thought of, and even though he agrees with me that's its probably a damaged sector on the HDD, it might also be a bad SATA connector on either the drive or the console itself. He suggests borrowing a friends HDD and seeing how my console does with that. Then he makes me an entirely new trouble ticket, and documents the thing to high heaven so even those 'india morons' will be able to help me quickly when I call back. I thank him, and do like he suggests.
3/26 - After 5 hours gameplay and video playback with different HDD, everything is fine, so I know it's the HDD and not my console. I call back xbox support, and again do the Zero mash, hoping to get redmond support and not Bangladesh support. I do, but this time I get Alex instead of Paul. Trouble is, Alex wants me to pay for shipping. I tell him this is a load of BS, but he won't budge. He says the HDD falls under a different policy then the console itself, and while the replacement is free, they won't cover shipping. I'm pissed, but it's only 7 bucks so whatever, just send me a new one already. I go down to the post office, box the thing up, and send it priority with delivery confirmation.
3/29 - HDD arrives in Texas.
4/02 - I receive an email stating that my new HDD is on the way to me, along with tracking numbers.
4/05 - New HDD arrives with, get this, instructions on how to return the defective unit, along with a PREPAID SHIPPING LABEL! AARRRGGGGHHHHH!!!!!!
Anyway... I called back on Monday, vented my guts out, but all I received was a 'sorry, Alex must not have been familiar with new return policy for damaged HDD's. Great, how about my seven bucks back? I move on to the bigger problem, the 60 bucks worth of downloaded content I lost when my hard drive went bad. The guy says he's going to have to look into my purchase history to taly up everything he can credit me for, and I should call back tomorrow (Tuesday) which I did, only to get the automated 'Due to high call volume, we cannot take your call at this time' *click* bs. Long story short, a bad HDD isn't a big deal Moore, but how horrible my repair experience has been is! You're a moron for even going there, but now that you have, I want some GD answers and appologies!
Jdoki @ May 8th 2007 6:14PM
Crazy comment by Peter...
I was willing to believe that all the complaining about broken 360's was nothing more than people not taking good care of their stuff, and an overzealous internet ready to blow anything and everything out of proportion.
As someone who DOES take care of their stuff (I still have an original PS2, Atari 2600, Binatone the list goes on and on), but I'm now on my third 360.
The support I've received in the UK from MS has been great. Very efficient and fast turn around.
But to state that we should focus on the treatment we get suggests to me that:
a) It's cheaper for MS to handle returns than to invest in more robust production methods
b) They possibly benefit from a 'climate of fear' and sell more extended warranties to people worried their machines will break.
Note: Luckily I bought the extended warranty direct from MS in the UK. Cost about £39.99 for 5 years. Considering my 2nd failure occurred outside of the standard 1 year warranty period I count myself lucky that this is the first console I've ever taken the extended warranty out on.
sracer @ May 8th 2007 6:17PM
My launch day Premium 360 continues to work just fine, but I know that I'm one of the fortunate few. Many of my friends have had to send theirs in for service.
The fact that Moore dodged the failure rate issue completely and deflected to customer service is an indication that the defect rate for the 360 is significantly higher than what is generally acceptable for consumer electronics.
Freakhead @ May 8th 2007 6:18PM
3% is pretty low for an electronics component. Of course it's only the 1st year and a half too. I'd say it's much higher. Something like 10% or so. Of course only MS knows. And the fact Moore is now spinning this says it all. The failure rate must be quite high.
It shouldn't be a moving target at all. Sure the quality of silicon differs, but they should only be using the stuff that passes strict quality control.
MS just has the same mentality with their hardware as their software. We can patch it later if there's problems. :P
bounchfx @ May 8th 2007 6:40PM
I guess I should feel special that my launch 360 has had 0 problems so far, despite being played and left on for hours almost every day?
sheppy @ May 8th 2007 6:27PM
"It's still painful that people are so quick to forget that Sony was charging $40 to fix PS2 DRE WITHIN WARRANTY. Microsoft is doing much better than that. And that's without a class-action lawsuit. I'll give up on Microsoft if they mimic Sony by ALSO making 12 revisions of their console that have the same repeat problem."
Umm, when my launch PS2 had a DRE, it was within a couple months and it was a free repair. Just had to pay shipping. Which sucks but Sonys not exactly the first company to be like that. In fact, Nintendo and Microsoft used to charge you to send in your system. Nintendos policy was shortlived though as GBA marked the first change in that policy.
Sony would only charge the $40 to repair a DRE IF the warranty sticker was removed. So once again, don't know where you got your info. Plus, DREs were a common thing after about 6-12 months, not within the first three, or 90 days as the warranty states. Which is why the class action suit followed (it should be noted, however, that whole the class action suit was going through, Sony changed their policies and started fixing DREs for free so by the time the class action suit was settled, much of the conditions had already been met and everyone got a free game out of it).
I mean, things break down all the time and customer service really depends on who you get. I've had issues with Microsoft and HP, no problems with Sony or Nintendo. I've only had one PS2 die and that was because my dumbass decided to solder LEDs on the board. As for 360, well, I'm on my fifth. If it wasn't for store warranties, I'd be out a shitton of money.
Sam @ May 8th 2007 6:33PM
I've had horrible experiences having my 360 returned and repaired both times they went bad (each one seems to sound different. I have a feeling my 3rd will die in a couple of months). The customer service is the worst I've come across, EVER.
Does anyone have contact information for someone like Peter Moore?
He deserves to spend his days filled with reading and responding with some sort of accountability to our stories since nobody at 1 800 4MY XBOX seems to give a damn.
Q @ May 8th 2007 6:35PM
Let's see, I've gone through two 360s so far, both were well ventilated and taken care of. So I must be a very lucky guy to have had two fail on me when the rate is only 3%. The first one lasted 11 months, the second lasted about 4.
And I believe people know what the issue is. There is a part that is supposed to hold the processor in place or something that pops loose, and now they newer systems are just glued on. How about addressing the problem when everyone knows what it is?
And focus on the repair? Would that be the whole sending refurbs out to replace machines after charging $130? Yeah, let's focus on that.
BPM @ May 8th 2007 6:35PM
Maybe things'll improve once those 65nm chips drop. :V
Russ @ May 8th 2007 6:36PM
I hope somebody swans into Moore's LARGE house, slaps him REALLY hard across BOTH cheeks, then takes all his money and gives it all to the poor.
Blizz4l9 @ May 8th 2007 6:43PM
i love my 360 and have not had one problem with it in the 14 months i've had it, but they seriously need to change somethings,like i want a 360 elite but i will not lose all of my arcade games to do so, they need to change this. i should be able to just jump on the phone with customer service give them my account info my new consoles serial number and move all my arcade licenses to the new console. it is completely unreasonable that microsoft does not allow this currently.
cody @ May 8th 2007 6:54PM
should i feel bad that i had a fine customer service experience when the xbox i got of craigslist died?
decent turn around time and a service rep who actually helped transfer the ownership to my name, something i had thought wasn't possible.
i guess only the people who got shat upon take the time to leave comments.
DWells55 @ May 8th 2007 6:49PM
As someone who has always treated their consoles properly, I'm a bit upset to be on my 6th Xbox 360. It's a very tedious return process. Averaging two weeks each time, that's about 70 days I've wasted played with Microsoft. Their repair service is awful as well, it takes forever to explain to the non-English speaking tech support tool that you want a repair and not to spend 30 minutes listening to them read you a FAQ.
Harold @ May 8th 2007 6:53PM
Wow, is he being serious!? Why don't you tell that to my face Petey!? I lined up at launch to buy a console that ended up dying two months ago and I was forced to pay $140 to get it fixed. It took three weeks and dealing with MS was a royal pain. Then to make matters worse, a week after recieving my fixed console, I started getting disk read errors so I had to send it back again. They still have it. Mr. Moore, if that's your attitude you can go fuck yourself. Fuck you, Fuck Microsoft, and fuck your shitty console. You make me sick, I will never buy anyhting from you again as long as I have the option. I'm focusing on my repair experience and it proves to me that you couldn't care less about me, a previously loyal customer. What a douchebag! MS is the scum of the world.
damnu @ May 8th 2007 6:55PM
36 other countries?? did he just admit that their is 360 bricking out everywhere around the world..and its jus to scary to tell the failure rate? im glad i dont own a 360 right now..The only game on the 360 that is worth playin right now is only gears of war..but if microsoft dont fix the problem ill never get one..ill jus stick with the PS3..
Mr Khan @ May 8th 2007 6:55PM
You could call it the most brilliant marketing move of all time
They make an excellent system, supply it with excellent games, and don't give a rat's ass about customer service, suddenly you're raking in the repair green
Hell, Sony did it last generation too
(/sarcasm)
Killer B @ May 8th 2007 6:58PM
My treatment by Microsoft once my 360 failed?
Well lemme see if I can recall...
My first one was broken out of the box on launch day and was I lucky enough to have an in-store replacement.
THAT console displayed the red ring of death literally a week after the insufficient 90-day joke of a warranty had expired. I paid $129 to have that fixed.
Just when I thought things might be looking up and Microsoft announces they will be extending the warranty and paying us all back, I find out Microsoft mailed my check to my PREVIOUS address (which I had updated in their system.)
Their response?
"You need to contact the people at your old address and retrieve that check from them. If they no longer have the check there is nothing further we can do to assist you at this time."
My response?
"Yes hello, Gamestop? How much trade-in value for a pre-owned 360?"
Taylor B @ May 8th 2007 6:57PM
Microsoft needs to spend more on quality production of their systems. It will likely cost a few dollars more per unit but the construction should be solid. The epoxy on the Elite units is unacceptable.
gpaquett @ May 8th 2007 7:00PM
You know I understand things break, nothing is perfect but the repair 'experience' has alot to be desired.
April 1/07- Launch 360 dies 3 red lights. Since the call centre was closed had to wait till the next day.
April 2/07- I'm introduced to the most annoying computer voice phone support, Max. Honestly he seems way to eager and happy my 360 is dead. Regardless after listening to him go on I finally get a live person. I explain I have an extended warrenty and the problem. I'm first told that it's my VGA cable as MS does not support VGA, after she found VGA was recently supported by MS, she agreed it was my console and told me i would have to pay shipping there and back, and the cost of the repair. After a hold of 15 minutes I'm told my extended warrenty was recently changed to cover all the costs and a prepaid box will be sent out and I will get it in 3-5 business days.
April 11/07- No box arrived and though it was a long weekend I decide to give them another call. Max hates it when you just say 'agent' Anyways I get someone who tells me the box was processed and wait till Friday or 72 hours. Ok fine
April 13- Now told there was no box ever sent out and was apologized too and a new box would be sent out.
April 17- Box received by Purolator not UPS as they said it was. I open the box for packing supplies but no 'instruction' sheet. No problem I remember what they wanted. Put console in and seal it all up and call Purolator. Purolator has great service, got a live person almost instantly and they had someone at my door within the hour to pick up my console.
April 18- Console received at repair centre according to Purolator tracking.
April 25- No communication, contacting support I'm put on hold for 30 minutes for them to come back and ask if I shipped it, I give them the tracking number and they put me on hold for another 10 minutes. They return to tell me they received my 360 and that it can take up to 90 business days for them to repair it and then hung up on. Calling again I'm told to wait another week and dont be impaitent, my 360 will be done when it's done.
April 30- I call again. Placed on hold for 15 minutes. Asked to hold again for another 15 minutes, Asked to reverify the reference number and tracking number. Another 15 minutes. Am told not to worry my 360 is not lost but to please hold as the rep has to speak to the supervisor. Another 15 minutes and I'm told my 360 is repaired and they will ship it out.
May 3rd- Get my 360 back, not my original unit though.
-------------
I hope this isnt the great service they wanted me to experience.
ShaleX @ May 8th 2007 7:16PM
What could Peter Moore say that would possibly be good? He sticks to the 3% statement, everyone says hes lieing, he says anything above 3% it becomes an even bigger problem of OMG, Xboxs fail.. even MS admits it, don't buy one. Yadda Yadda Yadda, people stop buying the systems. Even if build quality improves this is the interenet, bad news travels 100x faster then good news. Build quality may have already improved. But between Sony Fanboys making up fake stories, and the already defective consoles... MS can't do anything.
Stephen Lang @ May 8th 2007 7:03PM
Since he doesn't actually intend to just be honest with customers, he's stuck between the proverbial rock and hard place of PR. If he says failure rates are going down and MS has fixed things, then everyone with an old unit will want the 'fix', whatever it is. If failure rates are still constant and at a higher number than they want to admit, well, they still can say anything. So just make up some nonsensical excuse about 'moving targets' and stick to it- it's called 'staying on message'.
embassy @ May 8th 2007 7:07PM
everybody bitching about customer service
why dont u do wat others have done.
go to best buy..buy a brand new 360...take it out the box...switch hard drives..and put your crapped out system in that box and return it.
problem solved.until MS fixes this problem i wud do that every 6 months or so.
Mak @ May 8th 2007 7:14PM
Peter Moore is a lying Bstard if he still claims the 360 faiure rate is less than 3% and inline with the industry standard. This is totally bogus, even the biggest Xbox fanboys (Jonathan S) don't try and claim nonsense like this.
Based on what you can see clealy and stats from local stores, failure rates are more like 30% and climbing....
cartman80 @ May 8th 2007 7:09PM
First post for me, ever!
I wish I were Microsoft. To sell a shitty product and have consumers keep buying it. Some of you are on your third or even FIFTH purchase??? Unbelievable. Amazing. Why SHOULD MS spend money on fixing their problems if you're so addicted to gaming that you're willing to buy it anyway??? It would make no business sense to spend that money.
Hell, if I were Balmer, I'd fire the manager who spent $$$ on "fixing" something that keeps selling like hotcakes! And you know you'll keep buying it after it's out of warranty too! Wow.
Keep it up guys! Keep buying those units! Hell, I hope you're on your eleventh, nay, TWENTIETH unit in one or two years! CHA-CHING!
You'll be making MS shareholders very, very happy.
LordMinogue @ May 8th 2007 7:13PM
My friend's unit failed after a year of faithful service. He spent $30 on materials Radio Shack and attempted a DIY repair. He says it works good as new now - its been a month since then.
Stewie @ May 8th 2007 7:26PM
Out of 13 or so 360 owners at work, only 1 of them is still on his original console. 2 of them are on their 2nd replacements (3rd unit).
The reliability of the 360 is dreadful, I really can't understand how it continues to sell. Even stupid trailer-park Americans can't be THAT patriotic to support such a hunk of junk..
and @ May 8th 2007 7:22PM
my repair story.
called xbox. 3 days later got the box. (they said it would take a week). 5 days later we got our xbox back. xbox was under warranty. haven't had any problems since. and i have speculations that we may have been the reason it broke in the first place.
oops.
all the bad experiences people post about don't sway me very much and not because ours was fine.
to me, the people with the negative experience are more apt to post about it. the people with the positive experience move on (probably feeling lucky)
i only suggest that people buy the 2 year extended warranty because in the span of 3 years something is bound to go wrong. it just is.
AirIntake @ May 8th 2007 7:24PM
@embassy
hehe, that brings back memories of my buddy's original xbox that he spilled Coke on.....hehe
AT @ May 8th 2007 7:47PM
They really need to do a recall. Im screaming it!!! Mine broke more then a month ago. They sent me another one. That lasted 10 minutes and it froze up. I had to send that one back after doing some more tech support that was crap. Im still waiting for my unit. All my friends 360s have died as well. How is it we all fall in the 3%? I call bs and they treat me like crap. F M$
Muu @ May 8th 2007 7:30PM
If failure rates are closer to 30%, they'll feel the impact when they get up to the xbox 720 and PS4 era. When the next gen consoles come out, and you KNOW that pretty much everything (Save a few exclusives) are going to be available for both consoles, which would you choose?
Of course, Sony could still botch things for themselves by having a similar kind of hardware failure-fest. Especially hard to tell when most of the PS3's available are only sitting on store shelves...
ill trooper @ May 8th 2007 7:37PM
I understand the statement - "If you're making a mess, clean it up properly."
But I think we all want the mission to be "Focus on quality build in the first place, THEN handle repairs to the best of your ability if necessary."
My launch 360 died. A replacement arrived in the timeframe they said it would. Yes, it was handled well. Just as it was acceptably handled with my other 9 friends with 360 failures. But I would have rather it not failed at all.
And if you still are out there posting things like "Teh dumbzorz that don't take care of their 360, itz ur fault" you're keeping your head in the sand ignoring a very real problem - the 360 is a high-strung machine mass-produced at a quality level that can't keep within the margin needed to avoid a high failure rate.
For all the talk of multiplatform games not looking any different on a PS3, the failure rate is far lower, and the heatrock power brick/transformer is inside! Which means that machine can do the same things without the heat levels the 360 generates. I'm not saying the PS3 is better (mine is in perpetual 24/7 folding mode right now while I get ready to spend another 3 hours tonight playing GRAW2 on my 360) but it is better-built for the long run it seems.