Microsoft screws up INQ's Xbox 360 repair

considering the INQ's knowledge of so many things, i am surprised to find that they were unaware that you should not return in original packaging, nor with anything like the PSU or hard drive or periperal attachments, cables etc. therefore i would also conclude from that, that any customizations done to faceplates and so on should also be removed. I have returned in the region of about 5 of these machines now to microsoft for both myself and a couple of friends and everytime the customer support representatives has stipulated that nothing more than the Xbox360 should be returned in a suitable box/packaging, not the original box, without the HDD, cables, PSU, etc. and i know from reading general forums regarding the RROD this has been the general advice given on phone for return. So one must assume then, that in the INQ's case they must be the one in a million cases (and we know it to be more than a million cases, lol), the instructions were not relayed correctly or maybe the INQ were just getting bored and needed/wanted something to write about

Why send a faulty product back with accessories that have nothing to do with the fault, other than to gripe at MS's grubby handlers for filching them? And the retail box too...? If not a downright cynical attempt to generate anti-MS press, it's pretty naive.

Didn't you know that Microsoft's quality and standard of service depends on the person who answered your call? They may give long speeches about standards but their service is not as standardized as they claim. Besides, If someone did send in anything else, it should promptly be returned to the sender. Trying to make billions by stealing from customers who trusted them and paid up-front isn't the best way of doing business nor is their "service" of changing parts that they were not supposed to (It's the equivalent of offering crutches to a patient who comes in to see a doctor complaining of common colds). The end result of leaving the core issue unresolved isn't any better either.

o i don't know. i am going with common sense on this one. They were notified and i am sure the inquirer being who they are purposely ignored microsoft. That way they have a whole new article, we all know its slow right now. Nice job Inq
;)

To be honest, this smacks of stupidity, and it sounds like you purposely sent back the console with the accessories, knowing full well that they wouldn't be returned. Common sense would tell you that if the console is broken, send only the console, regardless of whether they remind you to remove all accessories or not. Everyone knows how many consoles they're repairing - keeping everyone's console accessories with their unit as it progresses through repair is something even the best repair centre in the world wouldn't manage.

I'm normally an avid reader of the Inq, and love the witty slant that is taken by authors, leaving no company safe from brutal "honesty", but this just takes the biscuit - overly sensationalist and very disappointing! If it's a slow news day in Inq-land, write about something old, and don't take the your "friction" tagline to such extremes!

And no, I have nothing to do with the Vole.

you should expect to get a new console back? why??? unless alterations void the warranty you should expect to get back what you sent. also re. the box, many appliance manufacturers demand you return items in original packaging as this has been tested/certified to protect the item. good to see MS customer services being put to good use writing inane comments here. sending the brick was a mistake though ;)

They just do a swap out of the same SKU. If you check the serial number and manufacturing date you'll see its a different console.

When I called MS to pickup my RROD launch 360 they told met specifically NOT to package the console in it's original packaging, and to send only the console. So no PSU and no HD attached. Didn't they tell you this when you called the customer service?

You're spesificly told

1 Don't Return In Orginal Box or you won't get it back

2 Remove all periferals from your console. This includes:

Non standard Face plates
AV leads
Power Supply
HDD/ Memory Unit

Did you read the instructions and choose to to the exact opposite?

My Xbox360 RRoD recently as well, however I was really impressed with the level of MS service - They clearly stated in their email instructions not to send the PSU or the faceplate attachment. Not sure how you guys missed this instruction because it was plainly written multiple times on the email and on the return authorization forms, so please don't go blaming MS for your mistake. Good luck trying to claim it back!

The guy who sent your 360 to Microsoft should get a hearing aid as he obviously miss-heard the person on the other end.

There may have been caveats in the online submission notes, but while the loss of the PSU may be a pain (and our fault), the complete disregard of what the console was sent in to be repaired for is ridiculous.

It also doesn't explain why, if by mistake, you send in the PSU etc, you're not contacted to arrange delivery, instead they just take the item.

Thats true, when i phoned they told me specificaly not to package the xbox 360 in the orginal box and to detatch the hard drive and other accessories, next time you should try using an hearing aid.

Microsoft does not reopair the console the send you a new one. What was the idea of sending the whole Xbox360 in it's original package. I think you deserve what you got for being so foolish.

even without me being told I would have never send them more then just the console and would have even removed my hard drive...

All the RMA emails you get when registering the X360 to go back specifically tell you to include nothing other than the console, and NOT to send back either the original box, PSU lead, accessories etc - it even says that if you do, you won't get them back. Read before you do! It's the principle of, you know, life.

I Have has the RROD on my 360 and I got the same information not to send it original box and only the 360. Also it came back within 10 days and was perfect, also my 360 was a launch console so it was nearly 2 years old. So I was quite happy that MS repaired it in 10 days. I had a PS2 previously and that had a few problems but they started ofter the 1 year was up. It would not read disks anymore but sony would not repair that for me and the disk reading problem was a known error. So what are you complaining about. Also what you say about the DVD drive being repaired may have been your mistake as you didn't listen to the information about packing so maybe you didn't explain the problem right :).

But its not as fun a story if you point out that the author of the piece is a bumbling idiot. Everyone gets given those instructions... (unless the inq are the only ones in the world who didnt?)

when you call custom services they tell you to remove everything from the xbox. that includes hdd, faceplate, any usb devices and dont send it in the original box. why would they need the psu you dumbass you deserve it halo 3 was heaps better then medicore.

360 sucks. too bad bro shoulda bought a ps3. 

Well you start off your article by slagging off a great game, nice proffesionalism. Then you list, in detail, everything MS tells you NOT to do when you send the console in. So yeah, you get what you deserve, if just for the halo 3 slur.

As mentioned, you send just the console and nothing else, anything else you send is likley not to be returned and MS clearly state that. As for the drive, they likley replaced the console based on the serial number, so being a core, it would have no chrome front to it, that seems pretty obvious to me. \maybe in futue you will think more carefully before doing things or in the very least pay attention to what you are told or what the instructions say.

this is one of the most ignorant complaints towards microsoft i've ever heard. with so many legit complaints out there you hit on the one thing noone else has problems with i had an excellent experience with the support team from the phone call to the return of the console. you kinda look like a dumbass from overlooking the rma stipulations.

This must be the most stupid Journalism ever!

I don't no what MS says to the people in US but both times in send it in here in sweden i was told:

1. DON'T use the original package!

2. DON'T include anything but the machine, THAT MEANS NOTHING MORE THEN THE MACHINE

And let me get this straight? The machine you send in had RRoD and the machine that you got back didn't? That means that they have changed more then the DVD!

RRoD is caused by heat that creates bendings in the metal shell that creats a gap between the GPU and the heatsink, easy fix and the new X-clamps from MS solves the problem pretty good!

So if you don't have any proof that the rest of the machine, ex motherboard number, is exactly the same, then don't write anything else.

Bad, bad and bad Journalism

Maybe he couldn't hear the customer service rep over the crackling phone line all the way in India?

Im gona play Crysis

It has been stated so many times before that you should not return anything more than the bare console for repairs, so I'm not going to comment on that.

But as far as I know, they will not send your particular console back to you, but another recently repaired console. Your particular console is probably still in repairs, and will find its way to someone else once it has been repaired. Such a procedure is logistically much easier, and faster for the end user (the inq in this case).

Did you write down your serial number before you sent it? Does it match your current console?

I have to agree with the author of 'Clear Instructions'. What on earth was the point of this article? To highlight the fact you were a bit dumb! It's your mistake, just admit it. The best form of defense is attack, right? Not in this case.

Isn't it possible that the PSU is the cause of the problem? So, in returning the PSU with the core, MS can properly diagnose what the cause of the problem is? Same thing goes for the cables. They can also be the cause of a problem.

Also, does MS say they willl repair the device or replace it? If they state that they will repair, then what is wrong with returning the core plus any faceplate (or whatever) with it? You should get your own unit back. If replacement is an option, then of course, one must remove anytihng not original so it can be placed on the "new" unit once it is received.

they also tell you not to send it back in the original box too lol.

mines off for repair soon, took me two week to get the label sent to me (or close enough) and i haven't had time to hunt down a non xbox360 box so now i have to get another label

and they still want to charge me £10 for the disk their console ate.

Ha Ha I ca't believe the Inquirer got the same service repair as me I sent mine in after 1 month of purchase due to a DVD-ROM grinding like hell. Only for it to come back with the letter saying what had been done and it was the motherboard that was fixed only.

And after 3 weeks grinding sound again it was only last month Oct 9th that while playing Forza 2 it deicded to not read discs anymore. I got a new console back last thursday they couldn't fix the other 1 I am assuming it's a new non HDMI model says MRT 09-09-07 on the back.

But I said it happens that they fix something that dosn't need fixing and totally miss the real problem.

yeah, i can only agree with the above. i had to RMA mine just short of a year after purchase due to a problem with the DVD drive. i too was told to return the 360 with absolutely no accessories and not in the original packaging. come on inq, every company has the same returns procedure when its a device with multiple accessories. why the hell would they want to be responsible for storing and returning your additional items? do you really think microsoft doesnt have a bunch of PSU's of their own to test with?

WTG guys. Just one more reason why you can't believe at least half of what you read here.

I had great service from Microsoft as well. Phoned them up they said send only the xbox nothing else, no cables, power supply or hard disc, and don't send it in the original box. They then emails me a UPS shipping I phoned them up and they picked up the xbox the same day so I had the xbox on its way to support within 24 hours of it breaking. Although I did have the hassel of having to get my own! box from the supermarket. It was back within 2 weeks which seemed pretty good, checky gits didn't send the box i'd nicked back though.

Also you wrote in your update "We suspect our 360 will simply fail once again further down the line." Does that mean it works now, and the dvd drive fix was a bonus?

I just had to send back mine the second time and as the first time, I got a card box to send my xbox360 back in, with instructions detailed with pictures what and how to send it back. They even tell you in the phone, not to send back any accessories, faceplates, controllers and cables. So, next time around try to read and listen to the instructions or at least look it up on the net what you should do. And no, I am not working for Microsoft! :)))

i sent my xbox for repair, it came back with a hard drive on it £55 ON EBAY. Thanks Microsoft !!

When my first( Thats right FIRST) 360 died with the RROD, I was never told to not send it in the original packageing or not to include any cabling or the HDD. To my dismay, when I received my xbox back three weeks later my hard drive had been replaced and I got it back in the crappy little cardboard box aswell! 
I wouldnt mind this if it was my own ignorance but they didnt even bother to tell me that I would loose all of my saved data!

"why would they need the psu you dumbass you deserve it halo 3 was heaps better then medicore."

you were smoking something when you played this game.. cause the game is good but nothing to die over. And I also Agree with INQ the game was mediocre.

Having gone through the process of sending my Xbox 360 for repair, I can only say you were faulty all the way. As many have already said, Microsoft is sending a box for you to send them the xbox so you shouldn't have send your retail box. Second, they ask clearly to include only the xbox (no cables, no HDD and make sure no game disc is in the tray... and if you could read between the lines, that would have included any other accessories like faceplates and your beloved chrome DVD tray...).
I'm not usually taking Microsoft's side and have no problem with people complaining when they have a good reason. On the other hand, your article on seems to exist to stir some mud... something I despise dearly...

This is a non-story written in an attempt to create some sort of reaction about "poor" customer service. Anyone who is even half awake in the gaming world knows that you're supposed to receive a shipping box before you send it off to Microsoft.

"Oh, they didn't send me back my original box," he says. These are the same types of people who try to sue McDonalds when they spill hot coffee all over themselves.

Tip: Go and write real news...either that or work at McDonalds where your real talent lies.

I have to agree with Theinq on this one. 

The PSU is an important part of the Xbox and can generally attribute to any instabilities in the system that would cause a malfunction. If the PSU was the cause, Microsoft essentially told you to waste more money to ship it separately at a later date.

The part about the box. Common sense tells me you should ship it back in the original box. Why make a customer buy a separate new box and waste more money?

As such, Microsoft's RMA process is just utter stupidity.

I hope you get your stuff back.

I have returned 2 360's to Microsoft and was fully informed not to return anything but the unit itself on both occasions. Discussion with others concerning this matter indicates that they were also informed not to return anything but the unit. I would have thought that you people would be competent to the point that you would understand that returning an electronic device for repair wouldnt involve sending peripherals. It is also strange that you werent told to await the receipt of a "coffin" and shipping label so that you wouldnt be responsible for shipping... something smells here... btw, Halo 3 is far from a mediocre game... also, i am curious as to how a dvd drive is "bloody noisy"... must be a uk thing

This article is blatantly false. There are far too many inconsistencies with the return policies Microsoft has in place. I invite the author to offer even the slightest bit of proof that he (A) has a console and that he (B) returned it to Microsoft (scan in something! shipping info, etc).

Either you can't follow directions or you made the whole thing up. I'm leaning toward "made the whole thing up".

Dumbass. if they dint repair hardware failure problem, how is the system currently working? and btw u don't have to send the PSU because they have it at the factory where they repair, you retard.


Quote: "Dusting off the original retail box from storage we carefully placed the 360 in, coupled with the PSU and a substantial amount of original packaging." /End quote

Sorry, idiot, but Microsoft ships YOU a pre-paid UPS shipping box in which you package the damaged Xbox 360 in, then ship it off to the repair center. WTF is he talking about "the original retail box"? Secondly, you don't send your Power Supply or your HDD with it and the Power supply is tested over the phone. BUSTED, BiatCH!!!!!

Unfortunately, I was a victim to the RROD once, so I know the ropes. Three weeks later Microsoft sent me back a Different 360 with a quieter disk drive and a complimentary 1 month of Xbox Live Gold. The whole process went smoothly and customer support was very apologetic and patient.

I also suffered the RROD problem and I liked the customer service that MS provided me. While I phoned customer service the guy at the other side of the phone line clearly told me to send the console only, which was later remined in the e-mail I received and in the instructions form that came in the service box that I had to send. It also said, that in case I sent anything besides the console I couldn't get it back. In just 7 days later after I sent the broken xbox I received a brand new console, which is working flawlessly.
I still don't get it. How could you miss all of those warnings. It was really foolish on your part. Clearly, you deserved it.
I'sure you did it on purpose so you could have a cheap story to write about, as it is lately on the good old Inquirer.


Your first mistake was to send it in the original packaging. 

1. Microsoft should send you special packaging for you 360.

Next..

2. You do not send in your hard drive or your PSU. 

and last..

You are lucky that they honored your return at all! You voided the warranty when you customized or modded the cover to the dvd drive.

Your *update* is a desperate attempt to save face and continue your usual M$ bashing while not accepting you were at fault. Mine was replaced quickly and is still now running after 8 months of use, they even sent me my repair costs back, RTFEmail next time!!

you guys make me laugh so loud, tell me your secret: what's the brand name of this lubricant you're using?

What did you do, just throw it in your original box and write "TO: MICROSOFT" across the front with a sharpie.
1. they ask you to send no items aside from the unit. what, you think they need your power cord and HHD?
2. they ask you to remove any exterior additions such as faceplates or (in your case) chrome drive cover.
3. they provide you with a packing slip to cover shipping, IT COMES ON THE BOX THEY SEND YOU to put your Xbox in. It even comes with packaging instructions.
4. how are you not aware that anything unrepairable gets replaced, in which case you would not receive any of the items you customized back.
5. If you have a warranty you recieved the instructions to follow, you kept the original box and packaging but lost you warranty info?
Now you need your readers to find out for you?
Did it work? You sent it in to get the RROD fixed and they replaced the tray, but does it still RR out. If not it's hard to say they fixed it wrong thing.

God, its easy enough. They make it so painfully clear. They send an email with the RA number and that includes the shipping address. This email explicitly restates what is already painfully obviously known. Your point about the issue not being repaired is valid, but you have totally discredited yourself with your other points. You sir, are the one at fault for both other points. THey state to send the console in a package that cannot be identified as a 360 (for OBVIOUS reasons) but this must not have been simple enough for you, or the cost of a cheap box too much. 

Cry me a river. I just had mine repaired and the whole process was great and the instructions were fool proof (or so I thought).

Yeah, when you send it in, you have to wait for their cardboard box. You aren't supposed to mail it in your box.

They also specifically state not to include the hard drive, nor should you include any cables or the power brick.

You guys are dumb.

Come on. You guys are so biased against Microsoft. I know Britain has a history of tabloid journalism, so I should not be surprised at the lack of professionalism. When I sent my 360 in for repairs they told me specifically not to package the console in it's original packaging, and to send only the console. They said NOT to include the faceplate, hard drive, or power supply. So why did you guys not follow the directions? Maybe you are trying to manufacture the news instead of reporting it. How silly of you!!

u are suckers. idiots. fools.

deserve all u get. always just rma item only, they never say" oh u never supplied x"

just make sure its properly packed.

as for not repairing rrod - haha, stick to pc gaming suckers :)

consoles are for 12 year olds

This is another example of editorials claiming wrong doing by microsoft, when in fact they altered what was none and tried to accuse MS for their own filthy goals. Shame on you retarded, dumb ass, egotist, self acclaimed God, and you out to be subpoena for ignorance alone. Leave it to the inquirer to publish straight up garbage just to get a hit on the web (insulting morons are not a delightful pleasure, but it does get across the thoughts).

...for your own mistake.

Articles like this just give you a bad reputation, pointless and cheap. My experiance with MS support is the same as the rest who has commented.

I can't believe you are laying this blame to M$ when the instructions for returning consoles for repair are pretty specific. Why didn't you wait for the box they sent? I don't agree with Microsofts 'exchanging' of consoles, but if you specifically noted you wanted the same one back when you called in the request and in the package sent, you should have been returned the same. The woes of console returns aren't good for anyone, and I feel you on that, but to post an article showing you had no intention of following instructions clearly shows you deserve some of the grief on how things were returned to you. 

Microsoft is pretty good about handling these issues though. I'm sure if you contact them, they'll do what they can to provide a power supply to you. I also wouldn't be surprised if you receive a power pack in a seperate shipment. They sent one to me seperately, though I didn't note I wanted a new one. Hey maybe I have yours! heh...

They say "Dont include anything else with the xbox." Why did you include all of that stuff. Everyone knows they throw your box in a scrap heap and give you a brand new console.

I sent my 360 off in its original box, knowing full well that I'd never see it again. But then again, I figured thats its not the last time the console is going to end up getting repaired so I'll just use the one they sent it back in from now on!

did you actually check the serial number to see if the console you got back was your original console? Most likely you got a refurbished unit with a standard DVD drive that happened to be a different model from the one in your original console (if there really was a difference and you weren't basing the "they swapped the DVD drive" on the fact that your customized drive faceplate was gone). This is why they tell you to strip the console of all accessories before shipping it back. You really do seem to be a bit whiny in this article for not having followed instructions.

When I returned my RRoD 360, I was specifically told (both on the phone and in an email) to send nothing except the bare console - ie remove faceplate, HD, memory cards, do not send PSU. Also, all RRoD returns are repaired by replacing the motherboard AND the DVD drive (the DVD is locked to the motherboard so it must be changed too).

INQ are idiots - if ignoring clear instructions is what they need to do in order to produce a story then that's truly sad.

Wow, i guess if you put a custom skin on it you'll have to rip it off cause they are gonna nick it too....

The only thing I can think of with all this 'strip it down and send just the bare console' is that they are getting way too many xboxes returned that they can't handle the logistics.

It's that or they are just lazy to account what is your property.

And of course the larger issue was the 'repair' itself. Since apparently, they repaired the wrong component.

Im sorry Dean you just made yourself look bad and biased and more than a little silly :)

wow you are crazy. working in retail i can tell you that you are making most of this up. every time we have called microsoft for this problem for a customer they have always said they will send a box. so i do not think any part of your story can be taken as fact.

OK, so the INQ didn't obey the MS to the tee.

Besides reverting their l33t mod and not fixing their prod problem (whatever that is), I still don't see why that should result in MS not returning INQ property. I mean even if they arranged for a courier and the INQ had to pay for that... that at least seems more reasonable than, say, just holding onto property without any real notification. I mean why not send a letter telling the INQ they are stupid... or a call -- or a hotmail even... at least something...!?

Plus if the INQ can screw up then surely many others have too... maybe. plus, some degree of leniency should be sustainable for a mega-million reaping company 500... maybe.

I am astounded by the sidestepping of the fact that your original problem, the RRoD, was not repaired. Yes, the missing PSU and faceplate is unfortunate, and yes, this was clearly stated in the return e-mail instructions (at least they were for me). However, when I sent my first RRoD 360 back, I did not recieve my original 360 back, nor did I recieve a new 360, but a refurb (I waited 20 days for them to return my 360). I contacted MS support asking why I recieved a console that was in poorer asthetic shape than the one I had sent in to them. After a general runaround, and an arrogant attitude of basically "whatever, whatever, we do what we want...". I conceeded defeat and relaxed to enjoy my copy of "Viva Pinata" that I had been dying to play... 
I did not let that sour my 360 experience, mostly because the refurbished console did, in fact, work... For 3 more months... Halo 3 was the nail in its coffin. I have yet to send the second console back... It sits in my room collecting dust. Although Mass Effect may force me to stomach another return to Microsoft. 

So yes, the great and mighty Microsoft is indeed fallible. Mistakes can, and will be made.

Doesn't MS just scrap the old 360 and leave it somewhere to rot, instead of actually repairing it? And then send you a 'new' one.

Guys, you requested someone to send in the instructions clarifying the situation regarding the power supply - sorry guys but its really clear and in fact the written it a number of times and even in bold.....

Here it is - the shipping instruction:

______________________________
1. REMOVE any Game/DVD from console (if possible); UNPLUG/REMOVE all connections/ accessories – AC Cord / power supply (360 only), AV Pack, Wireless Controllers, DVD remote (V1 only); REMOVE face plate and Hard Disk Drive (HDD), if attached.
Under no circumstances attempt to open the console by removing labels, screws or clips as this will void your warranty.

2. We recommend that the XBOX console be placed in a plastic bag as shown in Fig. 1 or Fig. 2

3. If you were instructed to include accessories by XBOX Customer Support, pack these together with the XBOX console.
DO NOT INCLUDE ANY ACCESSORIES UNLESS YOU WERE INSTRUCTED TO DO SO BY
THE CUSTOMER SERVICE REPRESENTATIVE.

4. The XBOX console should be packed in a suitable cardboard box using bubble wrap or other
material to ensure a snug fit.
______________________________

As for the Microsoft Agent servicing the wrong part of the 360, thats unfortunate but don't go blowing the issue up. You should have focused the article instead on outsourced repair services, not about MS stealing 360 accessories....

you can fix microsofts screw ups here http://xbox-360-repair-guide-ebook.blogspot.com/

I got hold of the MS number for repairing my sons 360. They advised me not to use original box and that they would send out a reference number to attach to the console. They then told me that they would notify when the console would be collected. That was a week before Christmas, it's now the 7th Jan and I have not recieved the referene number, or anything at all from them. Poor service eh!!!!! I have lost the contact number if anyone can provide it please mail me at berner121314@yahoo.co.uk Cheers

K you guys should stop beeking this guy. I am on my fifth xbox 360 and the very first time mine broke which was at the beginning of the xbox 360 disaster xbox did tell me i had to send in my xbox with my own money and in my own box. Xbox didn't decide to send moxes to the customer until later