Faulty Microsoft Xbox 360s flood UK market
By Jonathan Schlaffer
Microsoft has claimed the failure rate of the Xbox 360 is around 3% to 5% but repair data and returns to retailers show otherwise. The failure rate of the console may be 30% or even higher as large numbers of the dreaded “Red Ring of Death” continue to occur. However, it seems that Xbox 360 gamers in the UK are having a really tough time.
The number of Xbox 360s arriving for repair can range between 1,500 and 2,500 units on a daily basis. It’s gotten so bad that the Microsoft repair center in Havant now has to outsource repairs to other companies and even send the faulty consoles outside the country for repair.
One customer, Lee Sherman who goes by the Gamertag of Toxic Daywalker has had a particularly bad experience. 360 Gamer spoke with him about his experience. His Xbox 360 was sent to Prague for repair which extended the repair time substantially.
Three weeks of phone calls to Microsoft did not lead to the status of his repair and when he did get through, he was told his calls would be “returned shortly” which they never were.
Microsoft was insistent that his console was in Havant for repair but after finally getting through to the repair center itself he was told it had been sent to an authorized service center in Prague.
Lee discovered some facts from the Havant repair center, “A shocking statistic we found out though is that between 1,500 to 2,500 consoles get sent to Havant by three UPS lorries per day, to then be shipped to Prague for repair.” Further, “[We] phoned up Nora the [customer service] supervisor again, who then admitted my console was in Prague and hadn’t been looked at yet – she seemed amazed that we knew!”
It seems that Microsoft does not want customers to know the status of their Xbox 360 repair, making it exceedingly difficult for anyone to speak with a representative that can provide any helpful or relevant information.
If you’re unlucky enough to have your Xbox 360 sent outside of the UK, Microsoft is legally allowed an additional 10 days to return the console.
I’m very happy that my 360 has functioned perfectly from day one, here’s hoping that those of us with working 360s never have to go through this nightmare.
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June 28th, 2007
I urge you to at least change the headline of this post, it is very disrespectful to the people who have died in the widespread floods currently permeating the UK
June 28th, 2007
No disrespect was meant and I apologize if you took it that way. I was not aware of the floods at the time I wrote the article.
June 28th, 2007
Flooding the market has nothing to do with water so why should it even be an issue? Are you offended whenever you hear the word “Germany”? Take a pill and relax! Yeesh..
July 12th, 2007
I have had a ongoing saga with the repair of my xbox for 5 weeks. Twice I have been told the repair had been completed, which turned out to be completely untrue, it supposedly took from the 7th of june until the 19th to be received at the repair centre??today the 12th of july i have been told it is now being tested before relaese this means another week(possibly)before I get it back wich will be 40days for repair a bit longer than 25days on the new time.
July 20th, 2007
My 360 has been away for 35 working days so far. i have had nothing but a string of lies from microsoft customer support with several return dates not met. The most frustrating part is the fact that microsoft seem totally unwilling to accept that there is a real problem with the console. You would think that a organisation the size of microsoft would act in a more honest and professional manor. Be carefull microsoft this debacle may come back to haunt you in the future!
August 4th, 2007
Ups just picked up my 360 yesterday. i was told it would take anything upto 25 working days, but from what ive been reading its going to be a painfully long wait. Not happy
October 26th, 2007
Firstly, Jon get a grip.
Second, I sent my console away on the 15th October. I still need to wait another 2 weeks or so before I can complain, but if I have any trouble with MS either with the customer service or, as I have heard about people getting different units to the ones they sent or even a one with a cracked case, then I’ll just do what every one else should do and sell the 360 games I have and switch to a PS3. Thats the only way big companies listen to consumers. I’m not ‘either a xbox or playstation’ groupie, I will buy what ever is the best and who gives best service. So far I have no complaints about MS, but time will tell.
Scott.