Microsoft X360 return: the carrier

Posted on July 7, 2007. Filed under: Games, Life |

As promised in my last blog on the subject, here is an update of my experiences in returning my X360 under the new warranty deal.

Having received my returns label and receipt from Microsoft’s support desk department (very prompt by email) I rang UPS (the carrier) to arrange collection. As today is Saturday and I rang after 12:30 pm I didn’t really expect anyone to be working or if they were to be able to get through to an agent straight away. But, they were and I did. The service was very quick and efficient (the company is picking up on Monday) – so ten out of ten to UPS for ease of use.

The UPS guy I spoke to told me that I was “the hundredth call” he had taken today to arrange the return of an X360. This I found significant. I don’t suppose he was the only one working at his particular call centre or that his was the only call centre in the UK. If  his hundred is multiplied by the number of agents in UPS UK call centres then multiplied by the number of agents in UPS call centres in Europe, the results is… ummm….. let me see….. lots and lots of of dead X360s on their way to  the European Repair Centre in Havant. Three reasonable conclusions can be drawn from this piece of anecdotal evidence. The first is that a large number of owners had either, been unable to justify the price of having the units repaired, or had just given up on Microsoft’s console,  and so consigned the ‘blinking’ machines to the cupboard of dead stuff, and that these customers are now sending them back to be fixed. Which may mean that Microsoft’s estimation of the percentage of failed units falls far short of the actual number.  I wonder if this will come as a surprise to Microsoft. Secondly,  if Microsoft didn’t take this possibility into account will the Havant centre be swamped, resulting in the 4 – 5 week turnaround I was quoted becoming just one more MS stupid statement? Thirdly, buy, buy, buy, UPS shares now, their profits will be sky high!

Watch for the next exciting instalment.

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45 Responses to “Microsoft X360 return: the carrier”

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Well, today I rang Microsoft support to see how my X360 was faring. I spoke to a very nice man called Vijay. He was very polite, he asked me should he call me by my surname or first name -very nice. However, when I asked him for the update – the point of my call – it got complicated. He couldn’t access any of my information with any of the references I gave him. He said this was due to new software not functiong properly (new Microsoft software not functioning properly… surely not!). He then took my landline and mobile fone number, saying, “You will be contacted within eight hours”.. That was twelve hours ago….. Worried?…. Who Me?

2nd August Update
Ok so Microsoft didn’t reply within 12 hours, or at all! However, yesterday I called the support line again. I was told that not only had my console been repaired, it had also been despatched. Woohoo. The call agent supplied me with a UPS tracking number. So, today I called UPS and gave them the tacking reference. They said that it was not a ‘good’ UPS number and asked me had I got it from Microsoft – which was the first mention of the company during our conversation – it seems mine was not the first incorrect reference from Microsoft. I again rang the helpline, they gave me another tracking number. On ringing UPS I was told that this time I had been given a ‘good’ reference. However, according to their records the consignment was still with Microsoft – who had said it had been despatched! So, yet again this customer has been given dodgy information and the runaround and is once more confused.

3rd August Update
So strange to say I was amazed when my repaired console arrived! So I am a happy bunny!

Except, having looked around to see what great games have been released since January (when my box went down) I find…. there arn’t any! OK still Oblivion to finish…

My unit is currently away for the repair on the ROD at havant. My cocern is that i paid a full subscription to Xbox live. i have now been without the Xbox for a week, therefore not getting the full use of xbox live subscription….. has anyone tried there hand with m/soft and gained any compensation or freebies…… i would like to know as i am going to contact them when , if, i get the box back to see what i can bleed out of them for my loss of on line gaming during the period i was without the console..

i hav an xbox elite(if that makes any difference i dont reli know) and they said they would give me 3 months xbox live gold membership complementary.

No idea Anonymous. I take it you have checked on the forums to see if anyone has tried to claim?

I was playing The Darkness (purchased yesterday)on my 360 last night when i had…. the three rings of death flash on….. I switched the box on and off three times, and each time after around five minutes the rings returned. Oh dear I thought!!!. However, looking around the net (including the MS site) I found mention of isolated cases of boxes exhibiting these symptoms. They had been plugged into surge protection blocks or gang sockets. When my box was returned I had plugged it into a 4-gang extention socket (I had’nt previously). I took the 360 box out of the gang and put it straight into a wall socket…… and so far the rings have not returned!

I feel ur pain my friend. I’m still waiting to get mine back. I’ve sent it twice to be repaird for the 3 red’s….twice in 6 WEEKS.

MS are a joke!


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