Microsoft's Response

On January 31, 2007, I contacted Microsoft's public relations firm and asked for help in resolving Diana's Xbox issue. I also asked them to set up an interview with Microsoft, as I had a long list of questions regarding Xbox 360 hardware problems and customer support issues.

To Microsoft's credit, they immediately dealt with Diana's problem (she received a brand new console on February 2, 2007). Unfortunately, to date Microsoft has been unwilling to provide a spokesperson to talk to me about the Xbox 360 hardware and support issues. The company did, however, answer some of my preliminary questions through its PR company:

GeekTech: Is support for the Xbox 360 run by Microsoft, or is it contracted to an outside firm?

Microsoft: Microsoft manages all elements of customer support, including all policies, procedures, and tools.

GT: What is Microsoft's reaction to the problems this customer faced? I'm guessing this type of customer service isn't typical?

MS: The majority of our customers are satisfied with our customer support and this situation is not typical. Microsoft is working to resolve this customer's complaint today. We are committed to getting every customer with repair issues back to playing games on their Xbox 360 as quickly as possible.

GT: There also doesn't seem to be a way for customer service reps to simply make things right for customers who get stuck in the process. Telling somebody to simply "wait three more days" for an e-mail doesn't seem right.

MS: We apologize for any inconvenience that our customer support may have caused, and we are anxious to make things right for all of our customers. If the customer is not getting the appropriate response from the agent, we recommend that the customer ask for the agent's manager and escalate any dissatisfaction so we can respond as appropriate.

GT: What should other customers who find themselves stuck in this limbo do? One customer service agent suggested writing a letter to Microsoft, but surely there's a better way?

MS: We encourage customers to work with our customer service representatives to resolve their issues. If they are not satisfied, they should escalate their issue within the call center and work directly with them to determine the best course of action needed to resolve the matter.

Unfortunately, Microsoft's answers don't offer much real-world help for frustrated customers. And one question Microsoft specifically didn't answer: What percentage of Xbox 360s experience hardware problems? In the past the company has said that the number is 3 to 5 percent, but reports have pointed to the possibility of much higher failure rates.

Microsoft has a hit on its hands with the Xbox 360. It would be a shame if the company let down its fans and customers by failing to adequately address these hardware and customer support issues.

Tom Mainelli would like to hear about issues you've encountered with Xbox 360 hardware and support--drop him a line.