Perfect, that is, until Microsoft came into the picture. I purchased an Xbox in 2003 (previously, my roomate had one at launch) and an Xbox 360 last November. The original Xbox started having problems with its Thompson DVD drive after about a month of ownership. After about two years, the problem got so bad that the console would no longer recognize any games I fed it. Since I was way out of the 90-day warranty, I thought that I was going to have to pony up for a brand new Xbox. I called customer support on a whim, and after getting bumped up to someone's manager, Microsoft essentially offered to replace my drive for $40, including shipping. Their method of shipping was very effecient -- there was a prepaid box at my doorstep within three days, and I had my Xbox back within two weeks.
Earlier this month, my Xbox 360 bit the bullet. It had been freezing during gameplay for about two weeks prior, and then one day, it gave me the dreaded three red lights of doom. Interestingly enough, it dropped dead the day after the factory warranty had expired. I called Microsoft customer support ready to vent at someone in Bombay, but before I could get my yelling voice warmed up, the person on the other end had completely disarmed me and offered to take care of the problem, all expenses paid. Again, the whole process of shipping my console to Microsoft and getting it back was painless.
And speaking of getting it back...
...it lives! (and writes blogs).
So while I'm somewhat miffed that every Microsoft console I've ever owned (all two of them) has failed at some point in their lifespan, I do appreciate the way that Microsoft has professionally addressed these issues. In an era when customer service is getting increasingly automated and outsourced, it's heartening to find what many perceive as a monolithic and soulless corporation handle dey bidnez so well. But then again, Microsoft probably didn't get to its current position by ignoring its customers...
...or by writing checks -- The Simpsons, anyone?