Microsoft finally provides Xbox 360 fix

By Davey Winder
Thursday, 16 October 2008 04:23

Entertainment

I have experienced just how frustrating owning an Xbox 360 can be, with my console being repaired for a second time after being returned from the first repair in a totally broken state. Here's the inside skinny on how Microsoft put the X back into my box and reversed the red rings of death.

Having owned an Xbox 360 Elite since soon after release here in the UK, it took just under a year for me to discover that Microsoft had not solved the red rings of death problem after all.

A couple of weeks later, and having seen my Xbox 360 Elite sent off to Microsoft for repair, I finally got the games console back in my hands. Encouraged by the accompanying letter from Microsoft that informed me how the console had "been tested extensively using both manual and computer diagnostics" to ensure it was in tip top working condition.

Imagine my surprise when I opened the box and discovered a rattling Xbox that was never going to work, and would certainly never have passed any diagnostics testing I would have run past it. And so it was I found myself on the telephone arranging for it to be sent straight back to Microsoft so it could repair the damage it had apparently inflicted upon my innocent console.

Well, I say 'straight back' but of course I mean another week while another shipping box is sent to pack it and the PSU that the support chap insists needs to be tested for reasons beyond my ken.

There are two types of horror story in my book, the hack and slash everyone dies type and the Hollywood polished version with a happy ending. After another week or so I would discover which applied to my tale of Xbox repair Hell.

This second time around, and having already alerted the Microsoft Press Office so I could get some official Microsoft comment on the situation, the entire process was being closely monitored by a support escalation manager.

He suggested, to speed things up, I accept a replacement (for which read refurbished) Xbox rather than wait for Microsoft engineers to presumably try and find out exactly which hammer they had smashed the insides of my Elite with and spend some time gluing it all back together again.

By this point in time I would probably have accepted the offer of a shoebox painted black with Xbox written in crayon on the side to be honest. Fortunately, I accepted the replacement console instead.

How long did it take to get back, did it work, did Microsoft compensate me for my mental anguish and loss of computerised babysitter for my kids? Find out on page 2...

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