Highlights from the interview after the break
Some examples:
Q: Your returns as a category. Is there any No. 1 reason for a return?
A: There are no systematic issues. The vast majority of the people just love the product, have a great experience with it. When there is an issue, we get on it and address it as quickly as possible.
Q: I've heard varying accounts of what is considered a normal return rate. Some people say that 2 percent is normal. Sometimes 3 percent to 5 percent is considered normal. Back to that question, can you address whether you are within those rates or within a normal rate.
A: We don't disclose the actual number.
Q: What explains this anecdotal evidence that it's out of whack, compared to the Wii or the PlayStation 3 or other consoles.
A: I would go back and say the vast majority of people love their experience. We continue to go back and address all of these issues on a case by case basis. There is a vocal minority out there. We go off and try to address their issues as quickly and as pain free as possible.
Takahashi keeps drilling Holmdahl and attempts every imaginable angle to get a straight answer -- all attempts fail. He ends the interview saying to Holmdahl that he believes the quality of the Xbox 360 console is the "critical issue for this whole generation." Holmdahl responds that "customer happiness" is one of his top responsibilities. Remember everyone, as Peter Moore said, don't focus on the Xbox 360's failure, focus on its repair. Should we ever expect to hear the truth about the Xbox 360's failure rate?
(Page 1) Reader Comments
and you wonder, if they have nothing to hide, why not release the 'actual number', after all, didn't stop them from releasing 'shipped' number, did they? :)
Funny how this turn into "We will only release numbers beneficial to us", What happened to full-disclosure?
Reply
Reply
A: We didn’t get rid of Wistron. It was a voluntary decision between the two of us. We try to run as efficient as possible. With our supply base the way it is now, two high quality contract manufacturers satisfy our needs."
This is a great question. When they made that move, I wondered whether it had anything to do with quality. Too bad the answer is a non-answer.
Also, to the first poster, who said this:
"and you wonder, if they have nothing to hide, why not release the 'actual number', after all, didn't stop them from releasing 'shipped' number, did they?"
I don't think I've ever seen any company release failure rates or how many defective units they've manufactured. It'd be foolhardy to do so.
Reply
I do agree with Moore etc in the sense that I know things go wrong. I don't mind so much if something breaks, so long as the company takes measures to make the experience as smooth as possible.
However, if there is an abnormally high failure rate,(and I'm already on my second console), than while it's still noble to take care of the customer, that wouldn't be necessary if the product was not shoddy to begin with.
Reply
One of my friends is on his first 360 since launch. Another is on his 2nd 360. Another is waiting for his 2nd.
As much as I love my 360, this is too much.
Reply
Reply
Reply
Reply
Reply
Reply
Imagine if Sony had given the full rate of disc read errors on the first runs of the PS2. They might have stumbled in their lead. As it was, they fixed them, and we know how well the system turned out.
Reply
Reply
Exactly. The failure rate is 47%, so that makes us a minority. We need to shut up and just send in our repair fees.
Reply
I would hardly call such obvious bashing as even .47%. I know there are a lot of anecdotes, but those don't prove any numbers better than that interview.
Reply
Reply
Reply
Reply
Reply
Reply
Does anybody remember how Sony dealt with their widespread CD Read Error problem?
Reply
They denied it completely until there was a class action suit. Yet they did fix it after about a year after the US launch.
Reply
Microsoft should be reported to the government for screwing their customers over this.
Reply
I don't have a 360 myself, but my friends who bought the system have had some kind of problem at one point or the other. One had a 360 which was working fine for the first 4 months and he was kind of gloating at our other friend, but then his broke too.
I am NOT buying a 360 until MS takes care of this serious problem. IGN has also had a lot broken in their offices.
Reply
Reply
How did Sony fix it? When I called with the problem they wanted 169 bucks to fix.
Reply
A: The important thing here is that each product that comes out of the factory is rigorously tested. To ensure highest quality for our customer."
I have a hard time believing this, seeing how my 4th Xbox 360 arrived in the mail and booted immediately to the three red lights. You can imagine how pissed I was to have my "repaired" 360 be DoA. Anyways, I'm on Xbox 360 number 6 at the moment. Look, I love the 360 and the games, but I'm 100% dissatisfied with Microsoft support and their obvious lack of quality control.
Reply
I intentionally waited over a year before buying a 360, with the purpose of waiting until they "worked out all the bugs" in manufacturing them first. Bought mine in late December 2006, and it was dead by mid-May 2007.
I have owned gaming systems all my life, including the original Xbox, the Sega Dreamcast and Genesis, even an Atari 2600 way back in my childhood, not to mention a Falcon Northwest gaming PC. I have never had even one of these machines die on me, even when I was an early adopter, until the 360.
It would be one thing to just shrug it off and say the law of averages has finally caught up with me. But it seems I have too much company in this to chalk it up to that alone.
Whether you bought early or late, it doesn't matter with this system. So forget the conventional wisdom on early adoption here. MS screwed up, not the buyers' timing.
Lets just hope they can learn from all these failures, and finally get a handle on the problems.
Reply
And it IS a problem.
Frankly, its shameful that such an expensive product is sold with such a high rate of failure. Microsoft DESERVES to be sued for knowingly selling a defective product.
Reply
Hence, I don't believe you have that many broken, and in fact believe you are exaggerating, just because it's fun to troll on the web.
Reply
Reply
Reply
Reply
"I will only say that the family continued to love their breakfast experience. I can not speculate as to why the toast was left on the plate."
-
We got our answer last week when it became common knowledge that refurbed models had an added hardware heatsink - there would no reason to do that if everything was fine, would there? The original design was flawed, and Microsoft is instigating a quiet update. All while refusing to actually discuss it.
I can understand, they would be fucked if they acknowledge it.
But just so you know Microsoft: now we know.
Reply
Reply
Are you really as moronic as you sound?
"Hence, I don't believe you have that many broken, and in fact believe you are exaggerating, just because it's fun to troll on the web."
So if MANY people report having repeated failures, that makes NOT believe there is a quality problem?And if FEW people report having breakdowns, that would convince you there IS a problem, then?
I love the logic of fools! These fanboys are less likely to beleive there is quality problem the more they hear about it. And the ONLY thing that changes their mind is when it happens to them.
Reply
And it's not the number. It's the fact that it's the number mostly on message and posting boards. I have seen a lot of those where people jump on bandwagons that have little to do with reality. Thus since most of the anecdotes of breakdowns are from suspect sources, not all but most, I find the majority of the sources suspect.
In other words, I think there are breakdowns, but I also know about people on the web willing to lie just for fun.
Reply
Reply
As for a picture, how will I know those came from repairs, and you didn't just buy them? If there is actually an exclusive faceplate for repairs, then you have something resembling proof.
Reply
That's the best way to go. As soon as it dies on you, go to Best Buy, return what doesn't work, keep what you want (HDD), and go home with a new 360.
Reply
Reply
I have my receipts if anyone needs proof... though I probably won't care enough to scan em and post...
Reply
Obviously this is total complete and utter BS, and you are a tool for saying it. The reports of breakdowns (including multiple breakdowns) come from a vast array of reliable sources, such as reviewers, investors, industry journalists. That's why reporters are asking these questions. The vast majority of people reporting breakdowns are telling the truth.
Reply
Reply
Reply
Reply
The service is solid, but you're going to be waiting a couple of weeks. In that sense, it's flawed. If they're going to send us a refurbed box anyway, can't they just ship the refurb to me and allow us to ship the dead console back in the box it came in. I think the community would be willing to have Microsoft put a credit card hold or deposit to be back gaming as soon as possible.
Reply
Reply
How would you know all those faceplates weren't simply purchased?
http://www.xbox.com/en-US/hardware/catalog.aspx?st=&g=206000000&s=0&p=1&c=10
Microsoft doesn't make the standard white faceplates for sales. AKA, only way to get one is from a new machine.
But you do realize the consoles being sent out to consumers ARE refurbished machines, right? You're not paying $140 for all new goods. They take the broken, fix it till it works, but the defect is still there, biding it's time. So when I hear a story like "I'm on my fifth," I can believe it, and relate, because I am on my fifth. And as Microsoft redistributes faulty consoles, is it soo strange to believe such streaks considering the source? Now if someone told me they got 4 ringed from a store, I'd doubt it (Unless it's Walmart, who HAS been caught repackaging faultly 360s). But considering most of these people are getting their machines from a stockpile of hazardly repaired defective consoles, it's not sooo much of a stretch. No companies trust their refurbished machines. If you want evidence, look no further than Nintendo.
A gamecube has a 90 day warranty, a refurbished has a 30 warranty. DS has a one year warranty, refurbished 30 day. Makes you wonder...
Reply
Reply
Reply