Moore: Don't focus on Xbox 360 failure, focus on repair

@ Syco
"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."

My Wii broke, I had to send it in. GPU overheated, seems to be a problem that many others have had too. My PS3 is fine. Works beautifully. I was actually going to buy an Xbox first, due to Sony's high price. Glad I didn't. Still wish I could play some of those games though...

me being a 360 advocate, MS should be embarassed by even the PERCEPTION of shoddy internal hardware.

Moore here is doing what he's paid to do, but gamers are a smart bunch and we saw through Phil Harrison too.


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The funny thing is that MS is usually known for buggy software (IE, WindoZe, etc).. this time, they got the software and online right, but, the hardware is shit.

I just fix it myself whenever it breaks. Has happened 4 times now but you just gotta re-soder stuff. No biggy.

"Hell, Sony did it last generation too"

The rate of PS2 failures is much smaller than 360 failures. Also, the failures on PS2 were rarely fatal. On 360, they are most of the times fatal. It either ruins discs or it dies. I'm on my third 360. On the case of the PS2, I simply got disc read error with two games. I don't know why specifically those two games, since they run perfectly on my PS3 (I used to think it was my fault for buying them used): Xenosaga and Virtua Fighter 4. Other than that, all my games ran fine. On Xbox 360, I'm on my third one. Fortunately I haven't had to pay a dime, and my third one has lasted, but I'm still on my one year warranty period. What I do know is that if my 360 fails me after the warranty, it'll take me a long time to repair it, or to buy a new one. Who's loss is that though? Microsoft is in the red numbers, so losing valuable game buyers can't be good for them.

Just a favor... fanboys, don't lie about your "experiences" with download content. Anyone who claims to have lost his paid content is simply lying.

As for my experience, my 360 died about two months after purchase. Called xbl, got a box in two days, and the console was returned within a week. All in all, took 8 days. I'd rather have my console not fail, of course, but since it did, I'm happy for the good customer service.

"My Wii broke, I had to send it in. GPU overheated, seems to be a problem that many others have had too."

I've had two Wii systems break so far... one was the overheated GPU (hopefully they solve this problem in future releases) and they other was a bad disc drive. I should be fuming, but I'm not, because Nintendos customer service was spot-on and reasonably fast. Each replacement took less than two weeks from the day I shipped it to the day I got it back. Both times the person on the phone noticed that my number was a local Seattle number and asked if I just wanted to bring it in to have it fixed that day (unfortunately it's my cell and I no longer live there). Sometimes you just get unlucky, like me, but their service was so exceptional that I would rather go through five broken Wiis than one more ordeal with the worst service department I've had the displeasure of getting screwed by: Alienware.

The moral of the story is: Nintendos customer service r0x0Rz, and don't buy from Alienware. Oh yeah, and something about Microsoft.

@ Mario Elenes

you are a fucking idiot man. it is a known FACT the licenses from content such as live arcade games getslost when you move to a new system, the only way to play the those games after you've moved on to a new system is if your system is online and only can be played by the gamertag that purchased the game. sorry i don't wanna be fucked outta playing my arcade games if my internet drops and my fiancee should be able to play them all on her gamertag like she does now on the system which they were purchased through. so if you don't know what your talking about shut your fuckin mouth retard.

i always though these storys about shitty customer service with microsoft were bullshit until it came and bit me on my ass.....im on the 3rd week of not even getting the box too deliver my broken xbox with the UPS idiot that delivered the 1st box found out no one was home and left the box in the backyard where it rained and ruined the box....call too complain and i get babu and we go back down the list of troubleshooting and come too the conclusion that i need another box too ship...lo and behold that other box never showed...4 days ago i called and had my level bumped up and therefore a box would be shipped out i guess...its the 5th day and no box...i got 2 xboxes but what pisses me off is the problem in the first place that broke it was playing guitar hero...but being not many people this happening too it was swept under the rug pretty quick...so here i am

Actually, they're linked to your hard drive, you monkey.
If your console gets repaired, no problem. I can play all my games offline even after a bad console.
Even if you change consoles, then yeah, you need to be online. That part sucks, but you haven't lost your content, and all the premium content (like map packs and the ilk) do work.

Claiming you lost $whatever because the console broke is simply lying. you still have access to it.

Oh, and thanks for your quick insults. I'm sure they make you feel your opinion is so much more correct.

they are linked to your consoles serial number, even if you keep your old hard drive and switch systems, you must be online to play them and only that one gamertag that purchased them has access to them, while other gamertags on the console are shit out of luck online or off this is fact and should be inexcusable.

I often wonder how some of you treat a customer service rep when you call. I'll admit that both the Xbox and the 360 have been pretty poorly built. My original launch Xbox broke and was repaired free by MS. My 360 broke and was also repaired free by MS. Years ago I had a $120 sidewinder PC joystick which a buddy of mine broke playing Combat Flight Simulator. This wasn't due to poor construction he just thought if he kept twisting the handle past the stopping point that his plane wouldn't crash. I was totally up front with MS and said my friend broke it and I was wondering if I could get replacement parts to try and fix it. MS just sent me a new one and didn't even want the old one back. Building a better console would make the most sense in the end but I've never had a problem with their customer service. I have a friend who always flies off the handle when stuff like this happens and he always has horror stories to tell. I doubt all of you with bad stories were rude aholes but being pissed at the $7 an hour customer service rep for your 360 tanking isn't going to improve your situation.

Make no mistake, MS loses its ass reparing people's broken 360's for free. They would much rather have spent an extra $25 on the machine than have to deal with all this work and bad PR. To think this is somehow according to plan is a tad on the ridiculous side.

I kinda understand Moores comment. I mean what can they do about the problem, replace everyone's console s? Yeah right. I mean Moore is right this problem being something to live with. I mean it ain't stopping people from buying the damn console, and it ain't making people go out and buy ps3's. I mean anyday my 360 can freeze up, yet I still continue to enjoy it. So yeah it doesn't really bother me at all that it might break one day.

There some guy who was in the news for going though 8 odd systems, and it was all because he used a two pronged extension cord. No way was the ground prong important, no sir.

I wasn't very happy after I got mine. It worked great for about 4 months and then started to freeze up periodically. I called them and reported the problem. Two days later I received the box. I sent it in. One week later I received another system and it has worked flawlessly for the past year. It would have been better had the problem never occurred, but oh well. I worked in a videogame store when the PS2s started going belly up and believe me, that was worse because you had system failure along with disc scratching. My launch DC also failed, but it's part of the problem. No one ever complains about the failing NES front loaders. Blowing on cartridges is seen as nostalgic and funny, but if something like that happened today people would be losing their shit. I've also received a defective DS phat so no company is flawless by any means.

Is it just that the GPU is as bleeding edge as fanboys say, that it literally bleeds and paints the ring red? XD

it was certainly bleeding edge in 2005 boots, and still more advanced than the dull edge GPU you bought a year later for $200 more.

maybe the PS3 would overheat if it didn't stop playing inferior versions of games a year after they came out. stop trolling.


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I have to agree that Microsoft customer service is awful. Took over a month to replace my system and the new one broke down a few days later. Got the impression they wanted me to buy a core system instead of repairing anything. Suffice to say I switched to PS3 and this console is very reliable by comparison. (no freeze ups, heat issues, read-errors etc. that I experienced with my 360s) I never owned a Sony console before and I am impressed. My Wii console is also reliable and I can count on Nintendo customer service.

My 360 repair story:
(all dates approximate)
11/4/2006:360 breaks when I boot my copy of Gears of War. Guess I won't have it for Emergence Day. Just hope to get it back before Thanksgiving so my brother can see it working.

11/5/2006 morning:Call MS, saying my 360 is red-ringed. They make me go through a few steps, removing the HDD, etc. The guy ends up saying yep, it's broke, and he can put my case into the system, but because their system is down he can't schedule to send a repair box out (my only choice, he won't let me ship it myself). I'll have to call back "in an hour" to do it.
1 hour later: I call back. System is still down. Call back in an hour.
3 hours later: I call back. System is still down.
afternoon: I call back, guy says he has entered my request into the system, the box is on the way!
3 days later: no sign of the box. So I call MS. Ask about the status of my box. He says box was never scheduled. Guy says he's scheduling it right now.
2 days later: No sign of the box. I call MS to see if the box is on the way. Person says yes, it is, it didn't ship out until yesterday though. Lame.
2 business days later (plus a weekend): No sign of the box. I call. Guy says he doesn't know what went wrong, it was never sent. He's scheduled it now though.
I call next day. Guy says the box is in the system to be sent. I ask if it has been sent, he says something like "well, yeah, it was put in the system so it was sent out today". I asked him to please check to see if it was actually sent. He refuses. He says that would be a waste of time, says it'll be there tomorrow though.
Next day (a thursday): No box. I call in. Person says it appears the box was never sent. Insist on (and get) a tracking number.
next day (a Friday): tracking number says box isn't sent. Later, over the weekend, it says the box was scheduled for pickup late Friday. Box is actually sent out Monday. Due to Thanksgiving being Thursday, I get it on Friday, a week after it was actually sent, and well after I was first told it was sent.
I send the unit back Friday, I get it back 6 business days later (making it a Monday, 9 days later). It's been exactly 30 days. December 4th.

I never paid anything, except my time, hours and hours on end (I'd say 8+) on the phone. I shouldn't have to call and push my order through the system. If 3 days go by after the order was entered into the system, it should be automatically reviewed by MS to be expedited. Furthermore, they lied to me repeatedly. I received no compensation for the loss of a month of Xbox Live fees.

I never spoke to anyone who seemed to be in India. All phone operators spoke English well.

My PS3 repair story:
The story of my PS3 failing actually begins on day 1. My PS3 was never right. It failed to play H.264 movies off a memory stick. I didn't think much of it at the time. I did notice that playing DVDs and BluRays was locking up a lot. I kept a record, for a while I had a success rate of playing movies under 40%. At this point (about two months into ownership), I called Sony to complain. The told me to do various nonsense things like reset the settings on the unit to defaults. I could not get them to replace my unit, but I never actually quite insisted. Maybe I should have.

My success playing movies got better, and due to a string of successes, my failure rate dropped to 25% or below. This still irks me though.

Two more months later, I download the HD version of the Transformer trailer, and it crashes repeatedly on playback. I call a friend who also owns a PS3 (a luxury I didn't have before, as none had them), and ask him to replicate my setup (including 1080i mode, etc) and play the movie. It plays for him perfectly. Now I know I have Sony dead to rights.

I try all the steps I was told to try before and then call Sony. I talk to a person for about 20 minutes and eventually they end at a weird spot, saying there is nothing they can do over the phone to help me resolve it. Oddly, they do not offer to exchange it. I say that "well, if you can't fix it over the phone, you're gonna swap it, right?" and she says "yes, we can exchange it". And a few minutes later I have all the info entered. She reads me some steps I will have to take when I get the (enormous!) shipping box. She asks if I would like these steps emailed to my account listed on my Playstation network ID. I say yes, and I check it, and not only have I received that email, but I also received even before this one an email listing the tracking number for the box heading to me. I didn't even have to ask! I was told my PS3 would be back to me about 10 working days after I send my PS3 to them.

I called on a Tuesday, I receive the box the Monday after (it was ground shipped). The weight empty was 2 lbs. I put the new return shipping label on, put the PS3 in and notice the PS3 is being sent to Texas (just like my 360!) OVERNIGHT with a new shipping weight of 16 lbs! That must have cost a fortune. I receive another email when I send my PS3 back in the box that gives me a new tracking number of my PS3 headed to them.

That Friday, I receive my PS3 back. It was gone less than a week! I look at the 2nd tracking number (for the PS3 return) and it actually had listed the replacement being sent back to me (a cross shipment?)

The new PS3 can play all the stuff the old one couldn't. And since my PS3 was working well enough to play games the whole time (it only failed to play movies and then only sporadically), I was really only without a PS3 for 4 days. I don't know how they did this feat. MS sure couldn't manage it. Oh, and I redownloaded all my content and it all works fine, online or off, whereas my 360 downloaded content now only works when I'm online.

My experience was night and day. I wish neither unit had to be replaced (and most of my friends with PS3s are luckier in this department than my 360 friends), but if it has to happen, being without it for 4 days is not bad at all.

Given the size and weight of the PS3 (and that MS doesn't send back the power supply or hard drive when you exchange) and the speed of exchange means Sony is probably spending a LOT more dough on this service than MS is. But seemingly (from my limited experience with my friends) they are exchanging a lot fewer units than MS is right now, so perhaps they can afford it.

All in all, I prefer a warranty I never need to use. I never had a console fixed before (although my original Xbox's optical drive went to crap, I just sold it on to someone else who didn't care as they were going to chip it), so I am disappointed in both of these units. But I'm VERY disappointed in MS' handling. They were complete boobs and lied often.

My repair story:

Bought my console at launch.

It failed April 3, 2007. I called customer support once that night. A few days later, the box shows up. I pack up my console and send it in via UPS. On April 24, I get the same console back in the mail, repaired. Included is a note thanking me for my patience and a one-month prepaid card for Xbox Live gold to compensate me for the online gaming I missed while my console was in the shop.

No problems in the few weeks I've had my repaired console.

I had very good service. This was early on (Jan 2006) when MS was doing overnight delivery. I called on a Friday, got my repair box on Tuesday and had my replacement 360 on Friday - a 1 week turnaround.
Unfortunately, console #2 broke down 7 months later, out of warranty.
Over 1/2 of the 75 or so on my friends list have had a 360 breakdown. If PS3 had a comparable live service (friends list, in game messaging and invites, etc.) I think many of us would have switched over.

I've had mine for about a year now, so it's either barely under warranty or already not. Either way, I've had no problems. I will say that I was getting a red ring and "hardware failure" message quite often for a little while but it would reboot fine. That seemed to be accompanied by a whining sound when the light occurred. Turned out it was actually the Pelican intercooler that I'd purchased along with it in hopes of circumventing the overheat issue I always read about. All I can figure is the defective fan on the Pelican unit was drawing too much current, the 360 detected it, and thought it was an internal hardware failure. At any rate, once I removed the intercooler I've never had a problem. Hopefully it stays that way because it sounds like, should it fail, I'm in for serious misery.

44.

"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. "

Why should we buy something like that... i haven't worried myself with things like these... my N64, Gamecube and Wii all work flawlessly.

I've just got my 360 back after only 7 days, so that's pretty quick. The fault was the common motherboard one, and i got my 360 on launch day (uk). Let's see how long it lasts now, then we'll know how good the repair service is!

Anyone ever here the term "Shit Happens?" My 360 went out and I was very satisfied on how quickly I was able to get it back, free shipping and all. Hell, imagine if you wreck you car and have to deal with the insurance company? Shit happens, stuff will break/go out etc.. What then? I think Microsoft does a good job on how easy and quick they respond.

Ahh and btw, you arent surposed to ship the Hard Drive with the console goofy..

I am not trying to be fanboy or nothing, but this is horrible and I am sure happy I got a Wii over a 360. PS3 though, was never even a consideration

f you ms ! fix your stupid console so I don't have to waste my gas/time for repairs, I'm on my 4th xbox within 4months, I hate you, i'm buying a ps3 soon !!!

I laugh at all of your repair stories, here is mine.

2/15/07 Launch (or second release) 360 gets the 3 red light ring of death.

2/16/07 Call xbox support and they tell me my console is exactly 30 days outside the year warranty, and that I would have to pay for the repair. I ask to talk to a supervisor and after waiting along time I do get to one. The supervisor says they can give me 50% off the repair and give me free shipping. I told him I thought they should repair it for free, and then the supervisor ends up hanging up on me. I call back and get to a second supervisor who say he can escalate to there level 3 people and possibly get me a free repair. He informs me I will receive a call from some on within 48 hours.

2/19/07 I get a call back from Microsoft on my issue. They inform me I will have to pay. I then asked them what level of agent, I.e. L1, L2, L3. They inform me there are an L2 which is the same as the supervisor I talked to the evening before. So this is messed up that they were lying to me. So anyways I pay the $70 repair fee since they are still willing to give me 50%.

2/26/07 I received the box. Before packaging it up though I took a Sharpee and put a couple marks on my case, and they void warranty sticker to see if they actually open the case. Then I package it up and ship it back.

3/9/07 I receive my console back. I plug it in and guess what, it kept freezing and would still sporadically give the red ring o death. I look at the case, it is the same one and guess what, the marked void warranty sticker is still marked which means they didn’t even open mine up to do any kind of repair.
I then proceed to call them again. I talked to another supervisor and requested a refund since they did nothing, he kept saying he couldn’t.... anyways they send me out another box.
At this point I actually filed a case with the BBB about the horrible service I have received. And request a refund for the repair along with a new 1 year warranty.

3/12/07 the following workday day I receive a call from Helena (or something like that). She is calling in reference to my BBB case and apparently she only read half of the notes because she only referred to my request for the warranty being extended which she refused. Then she gave me the tracking number of the box they were sending me.

3/19/07 so I finally receive my shipping box and send it in AGAIN.

3/29/07 after another long wait I receive the box back, this time it looks like UPS has dropped it off a 2 story building. I open the box and the faceplate is broken and there are loose parts inside the xbox.

3/30/07 the following day Helena calls me again to make sure I received my xbox back and see if everything was ok. I explain that this one is broken due to shipping issues. She says she will send me out a new box. I then ask her if they can refund me for the repair and she says "we can look into it if the NEXT console is messed up". I then ask what assurance I have that the next one will not be messed up. She explains to me that my specific issue has been "Flagged" so it won’t happen again. She also informs me that they will give me a 1 year warranty on this next console (which I really don’t believe is going to happen since they can’t put it in writing). LOL.

4/2/07 the Following work day a get a call from Helena with the tracking number for the next return box, and then a couple days after that I receive the box, I package it up and put the loose broken parts in a zip lock bag and send it all back.

4/26/07 after waiting again I receive my xbox back AGAIN. I open it up and at this point I am hysterically laugh, after all this I lost it, I can’t even be mad over the issue. THEY SENT ME THAT SAME CONSOLE WITH THE BROKEN FACEPLATE. Minus the little plastic bag with the loose parts. Also there were still loose objects inside the xbox.

4/27/07 the following day Helena calls me again to see if I have received my console and its working. I didn’t answer her at first instead I ask her if they sent me the same console I had received previous to this. And she says yes. I then ask her what they actually did to my xbox to repair it, and she says she doesn’t have notes on that. BS. Then she asks me "why is there something wrong with it", and I explain they did nothing to repair it, except take it out of the box and put it in a new one and ship it back to me. She then informs me the MIGHT be able to get me a new console rather than a refurbished one. I told her that would be fine if they can also refund me my money for the repair since they obviously didn’t repair anything any of the times. She says she can’t do it. Then I ask if I can get Elite in exchange for this one and of course she says no. I then demand a refund since I haven’t got any kind of repair and they are wasting my time with all of this BS. So anyway she informs me that she has to send a case to their corporate office to get it approved for a new one, and this will take 48 hours. I then ask her if they can expedite the shipping which of course with their service they refuse. I also ask if they can at least send me the return box now rather than wait for the approval for the new console. And she refuses this also.

5/1/07 I receive another call from Helena two business days later. She says they have approved me for a new console, I ask again for a refund and/or expedited shipping, and of course the only thing that comes out of these monkeys mouths is the words "I'm sorry but I cant do that"(at this point I'm pretty sure I've heard that response at least 30 separate times.)

5/2/07 the next day I get a call from Helena and she gives me the tracking number of my return box. And a couple days later I receive it and ship it back.

5/15/07 yesterday I get a call from Helena and she informs me they have shipped me a new xbox and gives me a new tracking number


This is great, over 5 1/2 hours on the phone and 90 days later....
Mr. Moore, I love your assurance of receiving GREAT service. Thank You.

I laugh at all of your repair stories, here is mine.

2/15/07 Launch (or second release) 360 gets the 3 red light ring of death.

2/16/07 Call xbox support and they tell me my console is exactly 30 days outside the year warranty, and that I would have to pay for the repair. I ask to talk to a supervisor and after waiting along time I do get to one. The supervisor says they can give me 50% off the repair and give me free shipping. I told him I thought they should repair it for free, and then the supervisor ends up hanging up on me. I call back and get to a second supervisor who say he can escalate to there level 3 people and possibly get me a free repair. He informs me I will receive a call from some on within 48 hours.

2/19/07 I get a call back from Microsoft on my issue. They inform me I will have to pay. I then asked them what level of agent, I.e. L1, L2, L3. They inform me there are an L2 which is the same as the supervisor I talked to the evening before. So this is messed up that they were lying to me. So anyways I pay the $70 repair fee since they are still willing to give me 50%.

2/26/07 I received the box. Before packaging it up though I took a Sharpee and put a couple marks on my case, and they void warranty sticker to see if they actually open the case. Then I package it up and ship it back.

3/9/07 I receive my console back. I plug it in and guess what, it kept freezing and would still sporadically give the red ring o death. I look at the case, it is the same one and guess what, the marked void warranty sticker is still marked which means they didn’t even open mine up to do any kind of repair.
I then proceed to call them again. I talked to another supervisor and requested a refund since they did nothing, he kept saying he couldn’t.... anyways they send me out another box.
At this point I actually filed a case with the BBB about the horrible service I have received. And request a refund for the repair along with a new 1 year warranty.

3/12/07 the following workday day I receive a call from Helena (or something like that). She is calling in reference to my BBB case and apparently she only read half of the notes because she only referred to my request for the warranty being extended which she refused. Then she gave me the tracking number of the box they were sending me.

3/19/07 so I finally receive my shipping box and send it in AGAIN.

3/29/07 after another long wait I receive the box back, this time it looks like UPS has dropped it off a 2 story building. I open the box and the faceplate is broken and there are loose parts inside the xbox.

3/30/07 the following day Helena calls me again to make sure I received my xbox back and see if everything was ok. I explain that this one is broken due to shipping issues. She says she will send me out a new box. I then ask her if they can refund me for the repair and she says "we can look into it if the NEXT console is messed up". I then ask what assurance I have that the next one will not be messed up. She explains to me that my specific issue has been "Flagged" so it won’t happen again. She also informs me that they will give me a 1 year warranty on this next console (which I really don’t believe is going to happen since they can’t put it in writing). LOL.

4/2/07 the Following work day a get a call from Helena with the tracking number for the next return box, and then a couple days after that I receive the box, I package it up and put the loose broken parts in a zip lock bag and send it all back.

4/26/07 after waiting again I receive my xbox back AGAIN. I open it up and at this point I am hysterically laugh, after all this I lost it, I can’t even be mad over the issue. THEY SENT ME THAT SAME CONSOLE WITH THE BROKEN FACEPLATE. Minus the little plastic bag with the loose parts. Also there were still loose objects inside the xbox.

4/27/07 the following day Helena calls me again to see if I have received my console and its working. I didn’t answer her at first instead I ask her if they sent me the same console I had received previous to this. And she says yes. I then ask her what they actually did to my xbox to repair it, and she says she doesn’t have notes on that. BS. Then she asks me "why is there something wrong with it", and I explain they did nothing to repair it, except take it out of the box and put it in a new one and ship it back to me. She then informs me the MIGHT be able to get me a new console rather than a refurbished one. I told her that would be fine if they can also refund me my money for the repair since they obviously didn’t repair anything any of the times. She says she can’t do it. Then I ask if I can get Elite in exchange for this one and of course she says no. I then demand a refund since I haven’t got any kind of repair and they are wasting my time with all of this BS. So anyway she informs me that she has to send a case to their corporate office to get it approved for a new one, and this will take 48 hours. I then ask her if they can expedite the shipping which of course with their service they refuse. I also ask if they can at least send me the return box now rather than wait for the approval for the new console. And she refuses this also.

5/1/07 I receive another call from Helena two business days later. She says they have approved me for a new console, I ask again for a refund and/or expedited shipping, and of course the only thing that comes out of these monkeys mouths is the words "I'm sorry but I cant do that"(at this point I'm pretty sure I've heard that response at least 30 separate times.)

5/2/07 the next day I get a call from Helena and she gives me the tracking number of my return box. And a couple days later I receive it and ship it back.

5/15/07 yesterday I get a call from Helena and she informs me they have shipped me a new xbox and gives me a new tracking number


This is great, over 5 1/2 hours on the phone and 90 days later....
Mr. Moore, I love your assurance of receiving GREAT service. Thank You.

Mine died after only 2 months, and on my first call to support after jumping through hoops for the voice prompter & half way through giving my information to some guy with a bad attitude I get disconnected! I have hardware from Sony that is still working after 14 years, yet my Xbox 360 couldn't last 2 months. Oh and when I called back, the 2nd support guy I talked to was an asshat also.

I sent my xbox in for repair 2 weeks go by I get it back (in a box that look like it traveled around the world) and it has the same problem that I sent it in for. Now "the" 360 is in my closet collecting dust. Should have learn my lesson when I bought the original xbox, never used that either. Thats a grand down the tubes with the games I have...no more xbox ever for me again. By the way my PS2, which I've had since it came out, has never broke down EVER.

Well, its a moving target because even the ones they're sending back out are defective! And they can't seem to do the math of defective units divided by total units because the re-furbs are defective! This just plain reeks of something....

Jake wrote :
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.

I have a problem with my xbox 360 and I dont know what to do with it. When I turn it on instead of the green light on the console I get the red one, just like in the picture above. What to do?

I got a box (DOB 8-17-06) in December and it just died on me. Unfortunately, it died on me last weekend (in the middle of the freaking Halo 3 beta no less), called up MS went through a couple of supervisors and couldn't get them to overnight a system for a LAN party I was hosting. Here's the worst part, I have a couple of faceplates that I switch between quite often and have thus damaged the silver MS sticker on the front. I know I;m going to get a call and be told that I will have to pay for repairs due to the sticker being damaged by a MS product. SUCK!

My first experience with a failed unit was early 2006 while visiting a friend in New Mexico. His 360 failed less than 30 days after purchase. My next encounter was December 2006. My oldest son's wife bought him a 360 for Christmas. It failed two days after he fired it up. He took it back and got a new system. My third encounter was April 2007. The replacement system my son got failed and he sent it back to MS and got a refurbished unit. My forth encounter was two weeks ago when my 360, purchased Nov 2006, failed with 3 RLOD. I purchased a Product Replacement Plan at EB Games, (Didn't want to but already wasn't comfortable and now I'm GLAD I did!), and took it back and got a brand new unit. I played it for about 5 hours the day I got it and the next day when I fired it up to play I noticed there was no audio. I thought the problem might have been a bad A/V connector, called EB Games, told them what was going on and they told me to bring the unit with the A/V cable in and they would test it for me. Turns out the A/V cable was fine but the less than 24 hour old 360 was not. EB swapped it out again.

Let's see how long my 3rd 360 lasts. If you have been counting that's 5 failed systems in less than a year and I'm ONE individual. Probably just coincidence! On the other hand, I know people that bought their 360 on day one and it's still running strong. Go figure.

If Moore stated the actual failure rate a class-action suit would be eminant. And if the 360 was a PC, Microsoft would had already discontinued it due to lack of sales because no reputable retail outlet would carry it and overwhelming cost of repairs to existing units.

The fact of the matter is Microsoft KNOWS there are serious issues with the 360 but won't EVER disclose the numbers for two reasons: Numer 1 - It would kill sales. Number 2 - Class Action suit (Which I'd be happy to start.)

Can you tell, even though I have a brand new system, I'm not a happy camper about this whole thing?

Microsoft is not doing a good job of the treatment either. I was told today that it could take up to 3 weeks to get my Xbox 360. In the mean time, I get nothing. No temporary replacement, no extended warranty beyond my 1 year, and no expedited shipping. Their policy is that you’re SOL while they keep your equipment. I will be filing with the BBB and my state’s attorney office tomorrow. Sure doesn’t sound like they are focusing on the repairs either.

The best thing I can suggest is to contact consumer affairs, or some other consumer advocate in your region/country. Here in Australia I have contacted the ACCC and am waiting to hear back from them. In Europe, the European Commission has asked MS to please explain their appearant high failure rate. My 360 only died a week ago, but already I think I'm in for a painful ride if I pay the $200 to have it repaired. Thinking of paying the local IT guy $50 to have it chipped and then buy a new core system for online gaming. Will be SURE to get the extended warranty!! Once bitten, twice shy!!!