Case Study: One 360 Owner’s Tale of Woe

Bueno! La verdad es que éste debe ser, por mucho, el mejor cliente que tiene Microsoft en "La Bolita del Mundo". Job y su paciencia son una "Mano de Bingo" al lado de este señor. <Texto en Inglés>

Nintendojo

While Wii and PS3 problem stories remain few and far between (failure rates for those systems are reportedly less than 1%), the same does not hold true for the 360. Sources vary on the failure rate of Microsoft's console, with some placing the number at close to 33%. There is no question that it remains high; this ND staffer informally talked to seven different 360 owners in the last week, all of whom have had their systems break down for some reason or another.
It would seem inevitable that such an unreliable system with such a large install base would tax the resources and patience of Microsoft’s customer service. Such was the case with one moderator over at the 360 fansite, Achieve360Points.com. Speaker Ender, who says he stood in line for a 360 at launch, cites himself as an “Xbox 360 man at heart” and “very good customer” who has spent upwards of $3,000 on 36-related products. He then goes on in his article to detail his many difficulties with 360 customer service, which include being hung up on two occasions by a customer service rep. Although he believes his story may be abnormal, his final numbers are nevertheless staggering. From his article:
Number of Xbox 360s that have died on me: 3 dead Xbox 360s
Number of lights that I’ve encountered: 9 flashing red ones
Number of calls to 1-800-4MY-XBOX since March: 22 calls
Number of callbacks promised: 15
Number of callbacks received: 3
Number of SR’s started: 9
Number of SR’s closed or replaced due to being set up incorrectly: 5
Number of SR’s closed due to issues actually being resolved: 2
Most Number of times I was asked my name and phone number during a single call: 11 times
Number of times I was told "Microsoft will contact you when the investigation is complete": 40+
Number of times that I ended up on the Spanish language hold line: 8
Total spent on Xbox 360 related products: 20.78
Amount of XBL content not working properly: 25,600 points (9.87)
Total time spent on the phone with 1-800-4MY-XBOX: 1 day, 2 hours, 55 minutes
Total time spent trying various remedies: 1 day, 9 hours, 55 minutes
TOTAL TIME TRYING TO RESOLVE ISSUES WITH MY XBOX 360’s: 2 days, 2 hours, 50 minutes
As of the time of this article, Speaker Ender has yet to receive a working 360 and has yet to play Halo 3.