Why Buying an Xbox is a Mistake you will live to regret

XBox 360 Elite

XBox 360 Elite

About a month ago, my Xbox 360 went on the fritz. I bought it two years ago through a friend who picked it up in Florida and bought it down to me… It was either that or pay double here with a local retailer. Anyway I took the unit to a local reseller who sells dozens of the units a week. A week later I picked it up, after paying $60 and was told that there was some kind of KNOWN issue with Microsoft, and while they got it to work again, but no gaurantee.
A week later the unit stopped working again and showed the notorius Error E74 error. I did a little investigating and it became clear that this was a KNOWN issue. So much so that Microsoft extended their warranty to cover it. Well enough… I thought to myself… Based on my recent experience with Mophee, and the popularity of the XBox 360 in Costa Rica I figured this wont be that difficult. I will contact Micrsoft and they would tell me where to take the unit for repair. (It is impossible to return such items from here to the US for repair, since the only way to do it is to send it regular Costa Rican mail, or with a visiting friend when they return. I explained this to Microsoft, along with the fact that I had already paid $60 to unsuccessfully repair a product defect.

What ensued was a chain of boilerplate emails telling me to go to their website, despite the fact that I obviously had already done this. Next were the claims that EACH Xbox is designed for a specific country and that Costa Rica was not an official “Launch Country,” and therefore there were no service options available to me other than sending the unit back to the US at my expense and paying to have it shipped back to me… Followed by the standard boilerplate text. And the funniest part of all, that a US Xbox would not even work in Costa Rica becuase of differn’t DVD encodings, Television Standards, etc.

This was the last email I recieved, after informing them that we are on the same standards as the U.S.:

Hello David,

Thank you for using XBOX Customer Support online! I am Leonard and I will be helping you today with this issue.

We are sorry to hear that your console may require servicing. Because you currently reside in a country where Xbox 360 is not officially sold, there are no servicing options.

You may choose to have a friend or a relative (residing in an Xbox 360 launch country) arrange the repair on your behalf by contacting Xbox Customer Support. Contact details can be found at http://www.xbox.com/support/contact. If you choose this option please take note of the following:

. You will be responsible for shipping the console to your friend or relative residing in an official launch country safely.

. You will be responsible for arranging the return of the serviced console back to your country of residence.

. You will be responsible for any customs fees, taxes, or tariffs that result from shipping to and from your friend or relative.

Note: Using an unauthorized service center will void the Manufacturer’s Warranty, and could exclude your console from future service by Microsoft. Full details of the Manufacturer’s Warranty can be found in your Xbox 360 Console Warranty manual.

Please write us back if you require further information or clarification. Thank you for contacting Xbox Customer Support.

If you need to reply to this e-mail, please reply ‘with history’ (include any previous e-mail) so we can expedite our service to you.

For further assistance, please don’t hesitate to write back or call Xbox Phone Support at 1-800-4MYXBOX (1-800-469-9269) at your earliest convenience, and we will be happy to help you. We are open everyday from 9am to 1am EST/ 6am to 10pm PST.

For international customers, please contact Xbox Customer Service in your local region. (To find the correct Customer Service number for your region first use this link http://www.xbox.com/en-US/ChangeLocale.htm to select the appropriate country and then use the contact number found under the support menu). You may also choose to call international assistance (direct dial to the US) by dialing 425-635-7180.

To expedite service, please provide Service Request Number 1118016625 when you call or write back.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards,

Leonard

Microsoft XBOX Support Services

http://support.microsoft.com/

Previous to that one, I recieved this gem of a response:

Hello, Mr. Anderson.

This is Eljay, with Xbox Customer Support services!

We’re sorry to hear that your console is experiencing the general hardware failure as indicated by E74 error message. We understand that you have been unable to get your console repaired in your location (Costa Rica) and would like to have this resolved as soon as possible.

Because Xbox 360 consoles are designed for one particular country only, local regulations prevent us from sending a foreign Xbox 360 console to your country. Also, Xbox 360 consoles are qualified only for use in countries where Xbox 360 is officially sold, our service centers cannot export repaired consoles back to these countries. In addition, because the console is not qualified for use in the non-launch country, our support staff cannot troubleshoot a console that is not functioning as expected. For more information, please see:

Description of the regional differences of Xbox 360 consoles or go to http://support.microsoft.com/kb/917977

If you need to reply to this e-mail, please reply ‘with history’ (include any previous e-mail) so we can expedite our service to you.

You may also choose to call Xbox Phone Support.

For US and Canada customers, you may call Xbox Customer Service at 1-800-469-9269 at your earliest convenience and we’ll be happy to help you. We are open everyday from 6am to 10pm US Pacific Time.

For international customers, please contact Xbox Customer Service in your local region. (To find the correct Customer Service number for your region first use this link http://www.xbox.com/en-US/ChangeLocale.htm to select the appropriate country and then use the contact number found under the support menu). You may also choose to call international assistance (direct dial to the US) by dialing 425-635-7180.

To expedite service, please provide Service Request Number 1118016625 when you call.

Thank you for visiting xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Kind Regards,

Eljay

Microsoft XBOX Support Services

http://support.microsoft.com/

The bottom line is that Microsoft shipped a defective product and they are doing everything they can to avoid accepting responsibility for fixing it. I reallize I bought the product in the U.S., but you can not tell me that with the thousands of units sold here in Costa Rica, that there is no distributor here. I offered to take the unit to their distributor and exchange it for another. BUT since CR is not an official “LAUNCH COUNTRY,” and my US product “would not work here,” I am sure that no local distributor can help me. This is why I switched to Mac, and why I use as few MS products as I can. They are an arrogant company that does not care at all about their customers. So before you buy any MS product, but especially the overpriced, defect ridden XBox 360, know that if it fails and you are not in the same place where you bought it, you are out of luck.

As if further proof of Microsoft’s lack of customer service was needed. I received an additional response from them today:

Hi David,

This is John, with Microsoft XBOX Support services.

We apologize for the difficulties and problems that you may be experiencing with your Xbox. I understand that you are from Columbia and need to call Xbox Customer Support to send your console for repair. You may call any of the numbers listed below that is nearest your region:

Telephone numbers:
. United States, Canada, Puerto Rico, American Samoa, Guam, or US Virgin Islands: 1-800-469-9269
. International direct dial to the United States: +1-425-635-7180
. Austria: 0800-281-360
. Belgium: 0800-7-9790
. Brazil: 0800-891-9835
. Ceská republika: 800-142-365; 2390-00-459
. Chile: 1230-020-6001
. Colombia: 01-800-912-1830
. Denmark: 80-88-40-97
. France: 0800-91-52-74
. Germany: 0800-181-2968
. Greece: 00800-44-12-8732
. Ireland: 1-800-509-186
. Italy: 800-787614
. Magyarország (Hungary): 06-80-018590
. Mexico: 001-866-745-8312
. Norway: 800-141-74
. Poland: 00800-441-17-96
. Portugal: 800-844-059
. Russia: 81080020581044
. Slovensko: 0800-004-557
. South Africa: 800991550
. Spain: 900-94-8952
. Sweden: 020-79-1133
. Switzerland 0800-83-6667
. The Netherlands: 0800-023-3894
. United Arab Emirates: 800-0-441-1942
. United Kingdom: 0800-587-1102

To expedite service, please provide Service Request Number 1118016625 when you call.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards,

John
Microsoft XBOX Support Service
http://support.microsoft.com/

Anyone want to clue me in on when I moved to Colombia? Or perhaps “John,” just needs to learn how to read?

One Response to “Why Buying an Xbox is a Mistake you will live to regret”

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