I have had ALOT of problems with my 360. I wrote this letter to microsoft about 2 months ago. I beilive it covered most of my problems.
As a longtime Microsoft customer, historically I have been satisfied with the products and services purchased from your company. Unfortunately, since my purchase of the Xbox 360, I have had nothing but difficulty and problems with your product and customer service. I hope after you review the difficulties that I have had, you will agree, that the appropriate result is for you to furnish me a brand new Xbox 360 covered by the original manufactures warranty.
My difficulties began with the malfunction of my Xbox in approximately December 2007. I contacted customer service and advised them that my Xbox was showing the malfunction error message, also known as the “Ring of Death”. Customer service advised me that I had two options to address the problem. One was to wait several more weeks to receive a box to send back my Xbox, and the other was to get a paid-for shipping label by email and immediately send it back in my own box. I chose the latter.
I was lead to believe I was to send the entire Xbox, which included the hard drive. I was not given any specific instructions to remove the Hard Drive prior to shipping to the service center. I expected to have my same Xbox returned with the hard drive intact. However, what was sent to me was a refurbished Xbox with a blank hard drive.
I started to use this refurbished Xbox, and twenty minutes later it broke in the same way my original Xbox broke. I immediately called customer service to address the defective product. I also advised them that they did not return my hard drive as anticipated. They informed me they would search for my original hard drive, and told me they would send me a box to return this defective, refurbished, Xbox. Because of the continued difficulty, and due to my historic customer loyalty, they offer me a free game for my troubles.
I received this new shipping box and instructions a week later and sent out my Xbox. I received my third Xbox within three weeks from sending out my second one. This one worked for a short time, but then broke in a manner different to my other two. I was told that because this malfunction happened in the replaced hard drive that Microsoft used to replace my original hard drive, and not the actual Xbox, it was not covered.
If your organization had confidence in its product, it would not have refused to correct the difficulty with a hard drive that was used for no longer than three months. As a loyal Microsoft customer, it troubles me that I have been provided continued defective products and poor customer service. If I cannot receive proper satisfaction, I have no choice but to purchase my future game systems from your competitors, Sony and Nintendo, and my operating systems from Apple. I look forward to your prompt response with a resolution to my continued and existing problem.
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