I have come to the conclusion that 360's are like jaguars, which is to say that you have to buy two of them. Why? Because one of them will always be in the shop. Anyway the below is the address to Microsoft's Legal Department which accepts letters of complaint against both their Xbox 360 Customer Service and Repair Center Dept's. Not even sure if it'll get read, but it helped just to write it.
It should be noted that all letters sent to the following address should include contact info, as well as the Serial No. for your 360, and the ticket number that you got when you filed a repair order through Customer Service.
Attn. Legal Department
Microsoft Corporation
One Microsoft Way
Redmond, WA.
98052-9953
To Whom It May Concern:
I
am A. Armstrong, a client of Microsoft’s Xbox Live service and an Xbox 360
owner. The following is my formal complaint towards Microsoft’s outsourced Xbox
360 Customer Support Team overseas, and Microsoft’s Xbox 360 Repair Center in
McAllen, Texas. Since the initial purchase of my Xbox 360 on the launch night
of November 11, 2005, I have sent three Xbox’s in for repair. This does not
include the two units that are on their way to McAllen right now.
Let me first say that I
have been an Xbox Live member since the summer of 2003, and have been an
advocate for Microsoft's gaming platform for the last five years. While I have
found sending my faulty units in for repair frustrating, I understood the
process. I even bought a second unit, a Falcon 75nm chip set, while I had one
in repair last year. But it has not been until recently that I have lost my
patience with your protocol for processing repairs.
Back in March, I sent my initial 360 (Serial #
XXXXXXXXXXXX) to your repair center for DRE (disc read error prompts). I was
promised priority in the procurement of a new console in addition to a quickly
turnover, considering it had been the third time I had turned a unit in. To my
disappointment the console I got back was not new, and would not power on. So
in summary, the unit I sent in came back three weeks later only it had not been
repaired, in fact it had been broken in a whole new way. I can only surmise
that these two departments, which one would assume should be in sync with one
another, have no idea what the other is doing. That is to say that the “right
hand has no idea what the left foot is doing.”
My latest unit, the Falcon
(Serial # XXXXXXXXXXXX) suffers from some form of video card failure. The
screen essentially started to turn pink, where there should have been white and
now the unit while powered on cannot send a video/audio signal to the
television. Though I expect this unit to get repaired, I can only hope that I do
not get an inferior unit (one without HDMI output) in return. My faith in
your employees’ due diligence has been
shaken, to say the least.
Lastly, I would just like
to say that I would appreciate some form of acknowledgment that this time, the
unit that needs to be replaced will. And that my second unit will be repaired
or replaced with a unit with a similar chip set, and output capabilities. I am
not looking for some form of “handout.” I just want to get back to what I like the most, which is gaming.
If this time you cannot deliver on the promises of your Customer Support Team,
or the basic functions of your Repair Center, I will be left with no
alternative other than to switch platforms and become an owner of your
competitions product.
Xbox 360 #2 Ser No.
XXXXXXXXXXXX; Ticket # XXXXXXXXXX
Thank you for your time,
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