Microsoft Has No Answer For Their Broken XBOX Live DRM

Here's a quick summary:

• November 2007: Kevin's XBOX 360 is replaced, causing his content to lose full functionality. He calls Microsoft.
• Microsoft keeps Kevin on the phone for an hour trying different methods of restoring functionality to his content. Nothing works. They say they will call him back in two weeks.
• They do not call him back, so he calls them. Microsoft makes him repeat the steps he tried the first time he called. They tell him they will call him back in two weeks.
• This cycle repeats twice more before Kevin gets a call from Frank at XBOX escalations. It's now the second week of January.
• Kevin periodically speaks to Frank. Frank has no answers for him.
• February 7, 2008: Frank tells Kevin that there's nothing more he can do and, when Kevin asks when he can expect a resolution, Frank says "hopefully sometime in 2008."

We suggested that Kevin escalate his complaint. He did. This resulted in another call from Frank confirming that there was nothing Microsoft can do.

http://consumerist.com/355519/microsoft-has-no-answer-for-their-broken-xbox-live-drm

I didn't have a problem moving DRM content by calling 1-800-4-My-Xbox. Got the issue fixed in a very timely and satisfactory manner.

Reader Kevin's XBOX 360 suffered the usual Red Ring of Death, so he sent it in to be repaired. He got back a different XBOX 360 with a different serial number. That would be no big deal, except Kevin has purchased a bunch of content through XBOX Live... content that is no longer fully functional due to Microsoft's broken DRM.

Here's a quick summary:

• November 2007: Kevin's XBOX 360 is replaced, causing his content to lose full functionality. He calls Microsoft.
• Microsoft keeps Kevin on the phone for an hour trying different methods of restoring functionality to his content. Nothing works. They say they will call him back in two weeks.
• They do not call him back, so he calls them. Microsoft makes him repeat the steps he tried the first time he called. They tell him they will call him back in two weeks.
• This cycle repeats twice more before Kevin gets a call from Frank at XBOX escalations. It's now the second week of January.
• Kevin periodically speaks to Frank. Frank has no answers for him.
• February 7, 2008: Frank tells Kevin that there's nothing more he can do and, when Kevin asks when he can expect a resolution, Frank says "hopefully sometime in 2008."

We suggested that Kevin escalate his complaint. He did. This resulted in another call from Frank confirming that there was nothing Microsoft can do.

http://consumerist.com/355519/microsoft-has-no-answer-for-their-broken-xbox-live-drm

Damrightfresh

Thats wierd i never had that problem... I just sent my 360 in.. got a new one back and then used my old Hard Drive and all my arcade games that i bought worked fine. No problems what so ever

ugh...that's with a warranty

i would hate to see what that process would look like (and how time and money it would cost) once the 3yr grace period is over

what abysmal hardware

ugh...that's with a warranty

i would hate to see what that process would look like (and how time and money it would cost) once the 3yr grace period is over

what abysmal hardware

jetpropilot

I had more problems with my PS1's then i have had with my 360's..... two of my all time fav consoles, but both of them had some problems.

[QUOTE="jetpropilot"]

ugh...that's with a warranty

i would hate to see what that process would look like (and how time and money it would cost) once the 3yr grace period is over

what abysmal hardware

kozzy1234

I had more problems with my PS1's then i have had with my 360's..... two of my all time fav consoles, but both of them had some problems.

i heard the early ps1's were horrid too

i got a ps1 really late into the product's life cycle and got a more reliable one

hopefully ms churns out a more reliable unit and quick

Off the subject a little, but they wont fix the problem with their PC game Age of Mythology where they sold millions of copies with the same CD key #. This made so millions bought the game and can't play online. They get the "CD can not be validated at this time. Try again in a few minutes". Each game must have its own unique key to play online and millions got screwed. Their answer is "We'll give you a refund". What about all my trouble trying to get it fixed and time?

Reader Kevin's XBOX 360 suffered the usual Red Ring of Death, so he sent it in to be repaired. He got back a different XBOX 360 with a different serial number. That would be no big deal, except Kevin has purchased a bunch of content through XBOX Live... content that is no longer fully functional due to Microsoft's broken DRM.

Here's a quick summary:

• November 2007: Kevin's XBOX 360 is replaced, causing his content to lose full functionality. He calls Microsoft.
• Microsoft keeps Kevin on the phone for an hour trying different methods of restoring functionality to his content. Nothing works. They say they will call him back in two weeks.
• They do not call him back, so he calls them. Microsoft makes him repeat the steps he tried the first time he called. They tell him they will call him back in two weeks.
• This cycle repeats twice more before Kevin gets a call from Frank at XBOX escalations. It's now the second week of January.
• Kevin periodically speaks to Frank. Frank has no answers for him.
• February 7, 2008: Frank tells Kevin that there's nothing more he can do and, when Kevin asks when he can expect a resolution, Frank says "hopefully sometime in 2008."

We suggested that Kevin escalate his complaint. He did. This resulted in another call from Frank confirming that there was nothing Microsoft can do.

http://consumerist.com/355519/microsoft-has-no-answer-for-their-broken-xbox-live-drm

Damrightfresh

this is BS! when i called live they gave me codes to replenish all the points i spent. i didnt do anything special to get this result so obviously this is more ps3 propaganda.

my old content still works when im in xbox live plus i got to spend my points all over again which doubled my content. a good deal too id say.

ps3 fans are getting desperate to put crap like this up.

My old hard-drive has been in I think four different consoles. Never had any problems. What exactly is the problem?

In October of 2007 my 360 experienced a hardware failure and the red ring of death. I sent it in for replacement and after waiting over a month I was shipped a new replacement console. This new replacement console has a different serial number and as a result all of my downloaded content only works now when the purchasing profile is signed into Xbox live. Additional profiles on the system can no longer access the content. I can no longer access the content when I'm not signed into Xbox Live. So any internet issues with my system or Xbox Live (which experienced serious problems for most of last month) means I can no longer use the items I have purchased. As far as I'm concerned since the functionality I had before is now crippled my console has not been repaired.jgh

Alrighty then. I've never logged in without being connected to the internets.

this is BS! when i called live they gave me codes to replenish all the points i spent. i didnt do anything special to get this result so obviously this is more ps3 propaganda.

my old content still works when im in xbox live plus i got to spend my points all over again which doubled my content. a good deal too id say.

ps3 fans are getting desperate to put crap like this up.

L1qu1dSword

Yeah I just thought of that. Why don't they just issue him the points equivalent of his purchases and let him redownload the items?

My old hard-drive has been in I think four different consoles. Never had any problems. What exactly is the problem?

[quote="jgh"]In October of 2007 my 360 experienced a hardware failure and the red ring of death. I sent it in for replacement and after waiting over a month I was shipped a new replacement console. This new replacement console has a different serial number and as a result all of my downloaded content only works now when the purchasing profile is signed into Xbox live. Additional profiles on the system can no longer access the content. I can no longer access the content when I'm not signed into Xbox Live. So any internet issues with my system or Xbox Live (which experienced serious problems for most of last month) means I can no longer use the items I have purchased. As far as I'm concerned since the functionality I had before is now crippled my console has not been repaired.InsaneBasura

Alrighty then. I've never logged in without being connected to the internets.

this is BS! when i called live they gave me codes to replenish all the points i spent. i didnt do anything special to get this result so obviously this is more ps3 propaganda.

my old content still works when im in xbox live plus i got to spend my points all over again which doubled my content. a good deal too id say.

ps3 fans are getting desperate to put crap like this up.

L1qu1dSword

Yeah I just thought of that. Why don't they just issue him the points equivalent of his purchases and let him redownload the items?

TC is a propaganda flamer. Simple as that.

No offense but if you get the RROD, you're meant to detach your HDD and keep it. You dont send it in. When they send you a new 360 you just stick your HDD on it and bam, you're set.Ninja-Vox

Thats wierd i never had that problem... I just sent my 360 in.. got a new one back and then used my old Hard Drive and all my arcade games that i bought worked fine. No problems what so ever

kozzy1234

Bingo,

I would suspect that is the same situation for 99.999% of people in that situation.

Hi,

I'm "Kevin" from the Consumerist post.

Let me clear up a few things for you folks.

1. I kept my hard drive.

2. Microsoft no longer offers points refunds. So those of you who had to create a silver account, get a bunch of free points and rebuy your stuff. That solution no longer happens. If your 360 has to be sent in for RROD or other repair that results in your system being replaced then you'll get to experience the fun filled customer service experience I'vehad.

3. If your console has red ringed and you always sign into live you won't see this problem. The only time you will see this is if you don't always sign into live or you have additional profiles on the system. Content gets linked both to your Xbox Live id and to the serial number of your 360. It has nothing to do with the hard drive.

After the attention my issue recieved yesterday Microsoft called me backa gain reporting that the licenses had been transferred to my repaired 360 and if I deleted my content and redownloaded it then it would work. I've done that and it now does work.

For those of you claiming there's no "proof", I really can't offer you any to prove that I actually had this problem but I can prove it exists:

There is 143 page post regarding the issue on Microsoft's official xbox forum. If the issue wasn't true wouldn't they have stamped this out by now? http://forums.xbox.com/143/17044887/ShowPost.aspx

A bit of googling will find you a bunch more affected people - http://www.google.com/search?q=Microsoft+DRM+xbox

And if you watch Major Nelson's blog people complain about this issue in nearly every post he makes.

It's also been covered in a number of gaming magazine's recently including OXM.

To claim this problem doesn't exist and isn't be handled in a horribly slow fashion is just silly. Besides the RROD the problems this DRM issue is arguably the #1 problem with the 360.

Hi,

I'm "Kevin" from the Consumerist post.

Let me clear up a few things for you folks.

1. I kept my hard drive.

2. Microsoft no longer offers points refunds. So those of you who had to create a silver account, get a bunch of free points and rebuy your stuff. That solution no longer happens. If your 360 has to be sent in for RROD or other repair that results in your system being replaced then you'll get to experience the fun filled customer service experience I'vehad.

3. If your console has red ringed and you always sign into live you won't see this problem. The only time you will see this is if you don't always sign into live or you have additional profiles on the system. Content gets linked both to your Xbox Live id and to the serial number of your 360. It has nothing to do with the hard drive.

After the attention my issue recieved yesterday Microsoft called me backa gain reporting that the licenses had been transferred to my repaired 360 and if I deleted my content and redownloaded it then it would work. I've done that and it now does work.

For those of you claiming there's no "proof", I really can't offer you any to prove that I actually had this problem but I can prove it exists:

There is 143 page post regarding the issue on Microsoft's official xbox forum. If the issue wasn't true wouldn't they have stamped this out by now? http://forums.xbox.com/143/17044887/ShowPost.aspx

A bit of googling will find you a bunch more affected people - http://www.google.com/search?q=Microsoft+DRM+xbox

And if you watch Major Nelson's blog people complain about this issue in nearly every post he makes.

It's also been covered in a number of gaming magazine's recently including OXM.

To claim this problem doesn't exist and isn't be handled in a horribly slow fashion is just silly. Besides the RROD the problems this DRM issue is arguably the #1 problem with the 360.

siberian_mi

You make an alt post for this dribble? Do you need a tissue?

Yeah Kevin, you are lying through your fake teeth. It's all tied to accounts. If you recovered your account on another Xbox, then you can play that stuff on that account only on that Xbox. That is far more friendly DRM than any other online service I've ever used, considering you can recover your account on ANY Xbox 360 console.

Just shut up you fake boy.

Yeah Kevin, you are lying through your fake teeth. It's all tied to accounts. If you recovered your account on another Xbox, then you can play that stuff on that account only on that Xbox. That is far more friendly DRM than any other online service I've ever used, considering you can recover your account on ANY Xbox 360 console.

Just shut up you fake boy.

Uncle_Uzi

i would say something about how fake and dumb this is, but i don't need to get modded again this week :?

Hi,

I'm "Kevin" from the Consumerist post.

Let me clear up a few things for you folks.

1. I kept my hard drive.

2. Microsoft no longer offers points refunds. So those of you who had to create a silver account, get a bunch of free points and rebuy your stuff. That solution no longer happens. If your 360 has to be sent in for RROD or other repair that results in your system being replaced then you'll get to experience the fun filled customer service experience I'vehad.

3. If your console has red ringed and you always sign into live you won't see this problem. The only time you will see this is if you don't always sign into live or you have additional profiles on the system. Content gets linked both to your Xbox Live id and to the serial number of your 360. It has nothing to do with the hard drive.

After the attention my issue recieved yesterday Microsoft called me backa gain reporting that the licenses had been transferred to my repaired 360 and if I deleted my content and redownloaded it then it would work. I've done that and it now does work.

For those of you claiming there's no "proof", I really can't offer you any to prove that I actually had this problem but I can prove it exists:

There is 143 page post regarding the issue on Microsoft's official xbox forum. If the issue wasn't true wouldn't they have stamped this out by now? http://forums.xbox.com/143/17044887/ShowPost.aspx

A bit of googling will find you a bunch more affected people - http://www.google.com/search?q=Microsoft+DRM+xbox

And if you watch Major Nelson's blog people complain about this issue in nearly every post he makes.

It's also been covered in a number of gaming magazine's recently including OXM.

To claim this problem doesn't exist and isn't be handled in a horribly slow fashion is just silly. Besides the RROD the problems this DRM issue is arguably the #1 problem with the 360.

siberian_mi

They tell you to return only the unit, no cables, HDD or controllers. His fault, not MS's.

/thread

Hi,

I'm "Kevin" from the Consumerist post.

Let me clear up a few things for you folks.

1. I kept my hard drive.

2. Microsoft no longer offers points refunds. So those of you who had to create a silver account, get a bunch of free points and rebuy your stuff. That solution no longer happens. If your 360 has to be sent in for RROD or other repair that results in your system being replaced then you'll get to experience the fun filled customer service experience I'vehad.

3. If your console has red ringed and you always sign into live you won't see this problem. The only time you will see this is if you don't always sign into live or you have additional profiles on the system. Content gets linked both to your Xbox Live id and to the serial number of your 360. It has nothing to do with the hard drive.

After the attention my issue recieved yesterday Microsoft called me backa gain reporting that the licenses had been transferred to my repaired 360 and if I deleted my content and redownloaded it then it would work. I've done that and it now does work.

For those of you claiming there's no "proof", I really can't offer you any to prove that I actually had this problem but I can prove it exists:

There is 143 page post regarding the issue on Microsoft's official xbox forum. If the issue wasn't true wouldn't they have stamped this out by now? http://forums.xbox.com/143/17044887/ShowPost.aspx

A bit of googling will find you a bunch more affected people - http://www.google.com/search?q=Microsoft+DRM+xbox

And if you watch Major Nelson's blog people complain about this issue in nearly every post he makes.

It's also been covered in a number of gaming magazine's recently including OXM.

To claim this problem doesn't exist and isn't be handled in a horribly slow fashion is just silly. Besides the RROD the problems this DRM issue is arguably the #1 problem with the 360.

siberian_mi

Have the Cow's got so desperate over the last few months that they need to resort to this....