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Microsoft customer support and the XBOX 360 three red rings of failure
No wonder why Microsoft so easily kills off competition. Even with bad to not so good products. Last month I wrote about the XBOX 360 hardware failures that is indicated by the three red lights on the power on button. I had sent my XBOX 360 for repairs and according to the customer service rep, it was supposed to take anywhere between four to five weeks which prompted me to give my rating as somewhat bad.
In less than 2 weeks, Microsoft sent me a brand new XBOX 360 apologising for the failure and my inability to play games during that time and missing out on excitement. To compensate they threw in a complimentary one month GOLD subscription to XBOX live (I am already a silver member). According the UPS tracking, my unit reached Microsoft service center on 13th August and I received a replacement unit on last Thursday i.e. 23rd August 2007.
Every piece of hardware is susceptible for failures. No matter the amount of exhaustive testing it undergoes. The key is to identify and acknowledge that there is a fault and moving quickly to remedy it either by repairing it or replacing it without any cost to the customer. Microsoft did just that. First it unilaterally extended the warranty of the XBOX 360 for this kind of failure to three years and quickly setup a process to refund customers who had to pay for the repair and another process to assist the customers to ship the XBOX to customer service.
All in all, although this move does not take away the fact that there indeed is a fault in the hardware, but full credit to Microsoft to attempt to fix the same as soon as possible. These are some actions which increase consumer confidence and increases customer loyalty and customer referrals. When customers know that in the event of failure, they are not going to be left out to hang and dry instead they are going to be taken care of through robust service process, their willingness to buy your product goes up manifold.
So overall after this interaction, there is no option for me but to upgrade my rating of Microsoft to SOMEWHAT GOOD.
The lord of the (three red) rings
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Hi I was told by a dear friend of mine that you would be able to help fix this problem with the xbox360 game system. That i could send it to microsoft and that they would fix it free of charge. I have the three red rings of death so they say thats what its called
Hi Jeannie,
Certainly I can help. Please log in to Microsoft XBOX website (http://www.xbox.com/en-US/support/systemuse/xbox360/resources/warrantyupdate.htm) and register your XBOX. Call the support number and wait patiently for the IVRA to finish and then talk to a service represntative. Explain the problem and the rep will send a box with UPS label to ship the XBOX to their service center. Once that is done, you just wait for 10 days for your new XBOX.
Yeah,
Its that easy. You have to call them about 6 to 7 different times for the same problem to have your address validated. Then finally around the 7th time you call their 1-800=4my-crapbox number and re explain everything in slow vivid detail just for them to get your address validated to send you an empty box then wait the 2 to 4 weeks for your console to be replaced compensated with a one month free xbox live oh wait I paid for the gold membership for a year already. You will finally say this has been a waste of time should have waited for the ps3 when it came out because I would still have my first one and not my fourth 360.
xbox 360 is garbage so is the support go ahead and buy one you will find out soon enough.
Crapbox 360.
it sucks
i dunno guys whats this is my first time , i bought core,CAN U BELIEVE THAT,, ha.. so it was 4th april 08 when i joined the XBL... and was happy with all of its content ,bought memory unit,20gb hdd, and on 2nd oct 08 it started (RROD),DAMM Y ME.. SO i called customer support and address my problem,, they happily said need not worry we will replace it and do have plenty core system instock.. and date of delievery was 7th oct 08 ,,time passed by and called up again and the rep said we are sorry we dnt have much core available ,the service center is in chennai nad it may take some while to get a core for u ,(what the f**k) damm i asked so how many days its gonna take ,she said it depends on the availablity ,what the hell the people who have core are gone case now... now iam patiently waiting LETS SEE NOW MANY MNTHS I HAVE TO SIT WITHOUT GAMING...(i really miss my ps2 days and i hope ps3 will be cheaper some day )
We have purchased two of the XBox 360 game symstems and have had to return them both three times. What good does it do to return them if they are just going to send you the same faulty product. You would think that they could pinpoint the problem and fix it instead of just sending you another unit with the same problem. We are requesting the return boxes for them again today. This is just bad business. It makes me less likely to purchase a microsoft product in the future.