Hi everybody, and thanks for reading the article. I'd like to respond to some of the remarks on this thread.
Virgil said:
If I had to guess, their reluctance to issue immediate console replacements is probably related to the fact that their DRM makes marketplace purchases non-transferable from console to console.
Doubtless; that and the fact that Microsoft simply will not acknowledge how serious the failure problem is. The solution should include fundamental changes to their DRM infrastructure, which - given the massive failure rate of the console - is unfairly obstructive. I've been through five 360s, all different. If they make it difficult or impossible to get my XBL purchases when they're the ones responsible for my having five different consoles, it amounts to corporate theft.
HalfShadow said:
Guys. It's Microsoft. Is anyone actually surprised things have gone ass up?
Sure I am. Microsoft has no vested interest in shipping a broken product. The problem lies in the fact that the company is not at all customer focused. When Rock Band guitars started breaking, Harmonix said "our bad, we'll fix it." When Xbox 360s started breaking, Microsoft accused gamers of being shrill and exaggerative.
No, I don't assume that anything coming out of Redmond is going to be messed up. But based on user experiences with the 360, I certainly assume that any problems I have will be
my problem, and never Microsoft's.
Copter400 said:
I'm getting an Xbox tomorrow. And, after reading this article, I am very scared.
Copter, if you make a point to get one of the new Zephyr models, you should be fine. While it's too early to say for sure that Zephyrs elminate the problem, the early assessments are positive.
Kevashim said:
Think more that this opens up a possibility for people to scam free consoles out of the company. There is no guarantee that a customer has a faulty Xbox or even owns one at all, and yet you would expect Microsoft to ship out a brand new console instantly?
I can't buy that argument, Kevashim. As one of my sources remarked, Microsoft has our credit card numbers, our real name, our Live IDs. It would be a trivial thing for a support tech to confirm that the caller owns an Xbox.
As to confirming whether it's faulty, who cares if it is? First, consumers are unlikely to request a replacement if their console is working fine. Second, I'm not advocating sending out
brand new consoles - in fact, I made the point to say that with this model Microsoft could keep sending out broken ones. And yes, I would certainly expect Microsoft to instantly try to help an angry customer, even to its own detriment. That's just good service.
Bear in mind that the issue for me is less the frequency of the failures and more the inconvenience for the customer. With wait times exceeding a month and replacement consoles failing repeatedly, some 360s have been in the hospital longer than they've been in gamers' homes.