About three weeks ago my XBOX 360 Elite got the dreaded "three rings of death". I was pretty irritated considering it was the third time it has happened (with three different XBOXs) and it was a week before Grand Theft Auto 4 came out (which I had already prepaid for). I called 800-4MY-XBOX, received my reference number and ordered the box to be delivered (which you send you broken 360 in back to Microsoft).
I immediately sent my 360 back to them and within seven days I had gotten it back through UPS. I figured Microsoft was so efficient and concerned about their loyal customers that the quickly delivered me another 360. When I opened the box, all it contained was my unrepaired 360 and a form letter (attached) that stated I somehow violated their warranty. I called the "front line" customer service to ask what was going on. I spoke to "Randy" who (after putting me on hold for 30 min and through very broken English) said that I had "tampered" with the 360 thus voiding my warranty (and apparently my extended warranty through Microsoft which I foolishly had paid for when I bought my Elite). I asked to speak to a supervisor and he informed that I needed to call back in 48hrs (which was their policy, according to "Randy"), which further enraged me.
I took my 360 later that day to friend who manages a local video game store. He showed me how the check for tampering by removing the face plate and checking the holographic label which says Microsoft. Apparently if you remove for break the seal, the word Void shows. My seal was intact (although it was smudged). He also informed me that he would buy it back. (Meaning he wouldn't if the seal was broken- that is against his store's policy).
I remembered the escalated customer support number that Jason from Doombot gave us earlier this year on the Consumerist (866-506-3826). I called this number and spoke to a polite lady who told me that my case had indeed been escalated and would be hearing back within 3 days. They apparently take photos and review the case. I finally called back after three days (yesterday) and spoke with Wali who told me that my case was reviewed and it was his impression that I tampered with the Xbox due to the smudged seal and there are a variety of ways around tampering without breaking the seal. I was also told by him that if I didn't do then someone I know did. (Yeah, probably my wife or 14 month old daughter- they are big into "modding"). Wali also let me know that there was "no way" this could have happened in the manufacturing process. There was also nothing I could do anymore; he was ".... As high up in customer support you could get." I am livid. I have spent thousands of dollars on my 360s in hardware, software, and accessories. I was an unabashed Microsoft supporter. I have no interest in "modding", don't know how to "mod" and don't care find out. I didn't even know that seal existed before my buddy showed me. All in all, I am out almost $600 on a broken seven month old Elite (which I bought brand new in a sealed box). Their crappy product fails and I get blamed for it. It is my word against Bill Gates.
Anyway,
Thanks for letting me vent.
J
blackwolf2000
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