BustedChain's XBOX360 Failure Blog

I received a call last night from a friendly support person in the Global Escallations Department.  According to him he is the highest level of consumer support that you can get for XBOX/Live related issues.  I have talked to someone from this department once before on my last Console Failure.

Here’s what I notice:

1. They are smart, well spoken, and speak English NATIVELY!
2. They are able to follow/track the progress of the console during the repair or replacement process.
3. They are able to authorize a console replacement instead of receiving your console back “repaired”
4. That’s about it.  They can request, but not authorize a console upgrade. (Such as a new one with HDMI and a cooler running processor)  They may be able to offer you a small consolation in the form of a crappy game or an accessory that you may already own at the end of the repair process.   I appreciate the sentiment here, but something with real value would be nice… a good game, a year of XBOX Live Gold, or some Microsoft Points (you know…something someone might actually use would be nice).

After talking with Derrick in the Microsoft Global Escalations group, he did tell me that since he was going to tell the repair center to replace the console as soon as they receive mine there is a good chance I will get the replacement back before Christmas.   So, if this actually comes to pass I will be happier.  (Of course this doesn’t take care of the weeks I’ve been without it while it has been shipped during all 5 of these failures, but there is a good chance my wife’s game will be playable on Christmas when she opens it which is what I wanted most of all.

Unresolved Issues:

1. The extended warranty clearly states that I would receive a console “with the latest features” in the event mine had to be replaced.   Of course they have limited information on their website about this, but I have the original documents scanned into my computer for safe keeping.
2. I really expect Microsoft should deliver one of the newest consoles.  I doubt they will.  They will likely give me the same refurbished garbage that they always send out and I will be going through this process yet again when the replacement craps out on me.   I wish Microsoft would do something PROACTIVE to keep this from happening to me a SIXTH time.
3. …. and we will see if they manage to get the replacement sent to me by Christmas…