Is it time for a class action lawsuit against Microsoft for the Xbox fiasco?

e74_errorAs you know, I have been fighting a running battle with Microsoft for the last four or five days over servicing my DEFECTIVE Xbox. Each answer from them gets more ridiculous. Below is their latest, with my answer to them at the top.

As I have explained before, but apparently you guys are NOT reading the previous emails. COSTA RICA is 100% regionally compatible with the U.S.! Do you people not READ the emails, or do you just copy and paste the line about how you are going to help, before telling someone to piss off through your boilerplate messages about the website. I don’t know if the address I have for Bill Gates above is still active, they are not bouncing so someone is reading them. But I hope someone in Redmond is concerned about the terrible support you people are offering. Well I am not going to give up on making sure I share my experiences with the world. You sold a defective product, and now you are using technicalities to avoid providing a fix. Every one of your excuses:

1. The Xbox is designed for each individual country (LUDICROUS)! The region argument makes more sense, but I have already eliminated that as an issue. Since Costa Rica uses the same broadcast standard and is the same DVD Region as the US.

2. Costa Rica is not a LAUNCH country, whatever that means. So you are telling me that you do not support the thousands of units sold through Duty Free Shops, or even more significantly, Xbox is sold here in Costa Rica by several MAJOR Retailers, including Office Depot. I suppose all of those units are without warranty.

It would seem to me that Microsoft has lost enough Class Action Lawsuits…

On 11/30/09 9:36 PM, “Xbox Customer Support” wrote:

Hello David,

This is Kody, with Microsoft XBOX Support services.

I understand that your Xbox 360 console exhibits an E74 error status code and requires repair.

I know how frustrating the issue might have been for you and let me try my best to help you resolve the problem.

You have also mentioned that you are currently located in Costa Rica and unfortunately the repair options are not available where the console was not officially launched and the repair may be processed as an out of region repair.

Because 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, see:

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

Please take the time to call Xbox support to furnish the necessary details of the repair options that qualifies your Xbox 360 console.

You may also choose to call international assistance (direct dial to the US) by dialing 425-635-7180.

All Xbox 360 consoles have a standard manufacturers warranty for 12 months three years extended warranty is given to consoles that experiences problems with three red lights and one red light with an E74 error.

Please read the letter that discusses warranty changes. To read this letter, please visit this link:

http://support.xbox.com/support/en/us/nxe/Hardware/Warranty/Warranty/ProductWarrantyNew.aspx

Thank you so much for your time and understanding.

If you need to reply to this e-mail, please reply ‘with history’ (include any previous e-mail) or reference to Service Request Number 1118016625 so we can expedite our service to you.

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,

Kody
Microsoft XBOX Support Services
http://support.microsoft.com/

It is incredible that Microsoft has an apparent 54% failure rate on these machines and yet fails to acknowledge or go out of their way to fix a customer issue. I have tried to wean myself as much as possible from Microsoft in the last couple of years. I use a Mac as my primary computers, and the difference in the quality of the user experience is phenomenal.

Yesterdays news about a recent MS update causing a “Black Screen of Death,” is further evidence of the poor support and quality of MS products. I have a Sony Vaio as my backup machine, and while the computer is beautiful, and the user experience under Windows 7 is improved, it still leaves much to be desired.

I have already sent the Xbox to a local repair shop that allegedly can fix E74 errors, but this war with Microsoft over the issue is one of principle. I am not a pimple faced 15 year old kid. I have been in the service business for over 20 years, and this is the WORST experience I have ever had.

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