Xbox 360 fans commend MS customer service, but are fine with console unreliability
I love the games in the Xbox 360. What’s not to love? You’ve got the best shooters like Bioshock, Gears of War, Halo 3 (despite my dislike of the previous installations, I actually like the latest one), The Orange Box, GRAW2, and I’m not even talking about the other genres yet.
What I don’t like about the 360 is its unreliability. If there was a Guinness World Record for worst failure rate, I won’t be surprised to see the 360’s image placed beside it.
What’s even more surprising is that Xbox 360 gamers are commending Microsoft for having “great customer service.” Don’t believe me? Read the case of the wiped 360 at Gamerscore blog. All you have to do is look at the comments made by its faithful readers.
In a nutshell, this wiped 360 is about some kid’s prized Xbox 360 that had several (possibly important) signatures and drawings on it. The unit was brought in for repairs at Microsoft. When the console was returned, the signatures and drawings were gone. Microsoft said it’s working on the issue and the misguided applauded.
Naturally, I had to put in my two cents’ worth. I said I was surprised that people are okay in seeing 360 problems as a regular occurrence. Some guy stepped up and said “they” commend Microsoft for “fixing what was admittedly broken.”
The fellow even brought up “problems with the PS2,” and that Sony didn’t repair the faulty units for free and that “you were better off getting a new unit.”
My reply? Read below:
Tags: failure_rate, gamerscore, microsoft, ps2, shooters, sony, xbox_360, xbox_360_games, xbox_games@ Torrence Davis
“Remember the problems with the PS2?”
Like any electronic product, I’m sure it had its share of problems. Care to give me a percentile versus the number of people that bought that console?
Now compare this with the 360.
Heck, take any mass-produced electronic product and compare its failure rate with the 360. See any difference?
Gee, you’re right man! The failure rate of the 360 is insane! How can I overlook that fact and still give props to Microsoft for their “good customer service?”
“360 gamers love the system… ”
Correction. 360 gamers love the games, but the system? Not so much. Why? They’re really disappointed that the failure rate is very high. Can you blame them?
Your launch 360 is still working, and you may argue till you’re blue in the face that majority of 360 units don’t fail (since reported figures reveal a ridiculous rate of 33% to 40%; 100% minus this figure means a very rough estimate of 70%+ that don’t fail, right?), but you must face the fact that no other electronic product has this high a failure rate.
I’ve heard of failure rates at .02%, I’ve read of failure rates at 3%, I’ve heard of even 8%, but I have never ever heard of 33% to 40%.
Until now, at least.
What is with you people? Has your devotion to Bill Gates blinded you so? Does he pay for your child’s tuition? Or your mortgage?
FYI, my ancient PS2 is seven years old and still running. My cousin’s PS2 is four years old and still running. My high school buddy’s PS2 was bought at launch and it’s still working. My officemate’s first-generation iPod (circa 2001) is still working, our old Betamax is still working and we bought that thing way back in 1988.
You know what? I would never exchange a quality product with bad customer service for an unreliable one with excellent customer service.
After all, if I purchased a good product, I would rarely need to deal with crappy customer service in the first place. But that’s just me.
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POSTED IN: Branching out, Rant
7 opinions for Xbox 360 fans commend MS customer service, but are fine with console unreliability
David Jay
Mar 16, 2008 at 9:30 am
I admit that failure rates are ridiculous. My 360 failed just last week for the first time after a year of faithful service. The truth is, none of us are happy at all with the huge failure rate. And yes, we all love the games too. But when the system is working, it’s reliable interface, quality live friend services, and DLC system are the best on the market. They have the best software out of the 3 big names in gaming today. Most of us are willing to wait for repairs. If we have a problem, all we do is call them, and they’ll take care of the rest. A few weeks later, we have a (newish) 360, a renewed warranty, and a chance the play our favorite games again.
And hey, it gives us a chance to take a walk or something.
peter
Mar 16, 2008 at 9:50 am
The only reason for this is that there is a lot of unintelligent, okay-with-anything fuck scoffs who unfortunately are able to not only earn but also spend money. Buying a 360 is almost like buying an American made car. You put it best: Good customer service should never be an acceptable replacement for poor quality craftmanship.
Rudeboy007
Mar 16, 2008 at 11:21 am
People love the 360, because when it works, it is the best gaming experience on the market. Thats all. It is hard for fanboys to get this.
ano
Mar 16, 2008 at 11:54 am
Certainly the high failure rate of the 360 is unacceptabel. However, when there is a mistake at least MS steps up. Remember the billion dollar charge? MS could have just try and cover it.
Bad designs happens and it isn’t as far as I know MS decision to make a bad product. More of a result of too much pressure from management… What bothers me more is the DRM lockdown on their console and the overpriced accessories. They act just like Apple in terms of product sale prices and experience sans the terrible defect rate.
chuck D
Mar 16, 2008 at 5:26 pm
You are so right thanks for finally saying something about this
bla@juno.com
Mar 16, 2008 at 6:51 pm
wow, that was pointless, people are getting over the PS3s lack of games, I think its time we all get past the RROD, its getting old.
Mike
Mar 18, 2008 at 1:07 am
@ David Jay
“But when the system is working, it’s reliable interface, quality live friend services, and DLC system are the best on the market.”
IF the system is working. Make no mistake, when it’s working, the Xbox 360 is arguably the best choice among the three. Thing is, it’s not working.
@ peter
Thank you for that. Yes, excellent customer service should never replace a quality product.
@Rudeboy007
Correct me if I’m wrong: you’re saying that if I don’t view it your way, I’m a “fanboy?” Of what? I think it’s you who sees the 360 with rose-tinted glasses.
@bla@juno.com
How is RRoD “getting old” when more and more people are going through it?
@everyone
Let’s say that for one twisted moment I would agree that:
good customer service & poor product > terrible customer service & quality product
What would happen after my three-year warranty expires?
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