Just called back today and they still cannot tell me if a return boxes has been sent yet or when and if it will be as their system has not been updated with a tracking number.

I have an Oct 05 XBox 360 that my brother bought me for xmas last year (to return the favor I got him a PS3 - whole other story :cool: ). I've been a pretty regular user of it.

Recently (after 1080p upgrade from XBox Live - widely as reported), it started experiencing startup issues. At first it would happen occasionally (power up - nothing happings, or you get 3 red lights on ring of lights), then it started happening more frequently, and finally it stopped working completely 2 Sundays ago.

At that point, I called XBox support and explained the problem (none of the issues reported in some of the other posts in terms of being difficult to deal with). They said they would replace it at no cost (I keep the HDD, controllers etc) and they'll ship me the box. They did say that it would take a minimum of 4 business days. It is now 8 business days later and I haven't received it yet so I will be calling to follow-up

I am a bit concerned about turnaround time given what I've read here... so hopefully I'll get the new unit back before the holidays... It sucks cause I just got XBox Live a few weeks ago and I just received (from GetGames.ca) FEAR and Gears of War so I really haven't been able to enjoy them yet :mad:

I will post an update on how things progress...

BTW I read in OXM that Microsoft has officially admitted that there is an unusally high number of defects and as a result they are replacing units made in 05 at no cost and reimbursing customers who have already paid for repair... so anyone who paid to get their 05 unit repaired or replaced should look into getting reimbursed

I have an Oct 05 XBox 360 that my brother bought me for xmas last year (to return the favor I got him a PS3 - whole other story :cool: ). I've been a pretty regular user of it.

Recently (after 1080p upgrade from XBox Live - widely as reported), it started experiencing startup issues. At first it would happen occasionally (power up - nothing happings, or you get 3 red lights on ring of lights), then it started happening more frequently, and finally it stopped working completely 2 Sundays ago.

At that point, I called XBox support and explained the problem (none of the issues reported in some of the other posts in terms of being difficult to deal with). They said they would replace it at no cost (I keep the HDD, controllers etc) and they'll ship me the box. They did say that it would take a minimum of 4 business days. It is now 8 business days later and I haven't received it yet so I will be calling to follow-up

I am a bit concerned about turnaround time given what I've read here... so hopefully I'll get the new unit back before the holidays... It sucks cause I just got XBox Live a few weeks ago and I just received (from GetGames.ca) FEAR and Gears of War so I really haven't been able to enjoy them yet :mad:

I will post an update on how things progress...

BTW I read in OXM that Microsoft has officially admitted that there is an unusally high number of defects and as a result they are replacing units made in 05 at no cost and reimbursing customers who have already paid for repair... so anyone who paid to get their 05 unit repaired or replaced should look into getting reimbursed

Your getting no hassle as it is a 2005 unit, which they admitted had issues and they extended the warranty to 1 year. On newer units like I have it is still only 90 days.

As for getting it before the holidays, good luck with that. I don't think it is going to happen. From my calls to date they have no clue if the return boxes are even shipping out. Every time I call I get a different story.

I am on my 3rd 360 also, but i bought from costco, just take the broken one in and pick up a new one. too many problems with these machines imho.

same day exchange *)

I am on my 3rd 360 also, but i bought from costco, just take the broken one in and pick up a new one. too many problems with these machines imho.

same day exchange *)

No hassles then at Costco? Do you need to take everything back for exchange or just the console? Just curious what they would want since most are bundled with extras.

Well made my daily call to custoemr support to see where my return shipping box is. Still no tracking number or indication it shipped or not but the guy "assures" me that I will have it today or Friday as that is within the 3-5 business day window from last Friday.

When I asked what if I don't get it all he said was "I'm sure you will get it" but he has no clue since the srvice department hasn't updated anything since the order was placed originally.

I have an Oct 05 XBox 360 that my brother bought me for xmas last year (to return the favor I got him a PS3 - whole other story :cool: ). I've been a pretty regular user of it.

Recently (after 1080p upgrade from XBox Live - widely as reported), it started experiencing startup issues. At first it would happen occasionally (power up - nothing happings, or you get 3 red lights on ring of lights), then it started happening more frequently, and finally it stopped working completely 2 Sundays ago.

At that point, I called XBox support and explained the problem (none of the issues reported in some of the other posts in terms of being difficult to deal with). They said they would replace it at no cost (I keep the HDD, controllers etc) and they'll ship me the box. They did say that it would take a minimum of 4 business days. It is now 8 business days later and I haven't received it yet so I will be calling to follow-up

I am a bit concerned about turnaround time given what I've read here... so hopefully I'll get the new unit back before the holidays... It sucks cause I just got XBox Live a few weeks ago and I just received (from GetGames.ca) FEAR and Gears of War so I really haven't been able to enjoy them yet :mad:

I will post an update on how things progress...

BTW I read in OXM that Microsoft has officially admitted that there is an unusally high number of defects and as a result they are replacing units made in 05 at no cost and reimbursing customers who have already paid for repair... so anyone who paid to get their 05 unit repaired or replaced should look into getting reimbursed

I called last nite to follow-up and they said that their system was being updated when I called the first time so order to send the shipping box did not go through and the box was never dispatched! They had to close the ticket and open another one. Now I have to wait another 4 business days to see if I will get the box or not!! They did mention that I can call back in 1-2 business days to get a tracking number which I will definitely do... They also mentioned that I can just ship it (at my own cost) and not wait for the box (which is something I would consider if they mess it up again)... Finally, they also mentioned that MS is no longer sending the shipping boxes (i.e., free shipping of the old unit), but they are making an exception for me because I initially called before they made this change (I think one of the posts mentioned that MS starting doing this in Dec)... more to follow!

Just called them today... no tracking number yet... they said it takes at least a day so call back tomorrow...

Just called them today... no tracking number yet... they said it takes at least a day so call back tomorrow...

My order was placed Friday, its now Thursday and no tracking number. I've been told the "takes a day or so" story now for 4 days, so take that for what it is worth. They have no clue and will make up whatever it takes to get you off the line and not question them too much.

My order was placed Friday, its now Thursday and no tracking number. I've been told the "takes a day or so" story now for 4 days, so take that for what it is worth. They have no clue and will make up whatever it takes to get you off the line and not question them too much.

Yeah I must admit that I didn't get a warm and fuzy fealing when I spoke to them...

If I don't get the tracking number tomorrow, I'm just going to ship it myself (I don't have time to do that today anyways), and hope that they'll send the replacement sometime next week before the start of the holidays!

Yeah I must admit that I didn't get a warm and fuzy fealing when I spoke to them...

If I don't get the tracking number tomorrow, I'm just going to ship it myself (I don't have time to do that today anyways), and hope that they'll send the replacement sometime next week before the start of the holidays!

Ya I'm hoping the same but I got a feeling we wont see thme now until after the holidays. They would still need to receive the old one, process it and ship the new one. With the holiday rush I'd suspect that it would ned to be out by Tuesday next week at the latest to have any chance of Friday delivery and that is probably pushing it. The guy told me 10 days from time of receipt, but then again he corrected himself when I said I thought we got new units in Canada then he said "oh yes, you get an exchange not a repair".

Its one messed up process regardless. Perhaps I'll call again tonight and see what the latest lie, err story is.

Well it just gets better. I just spoke to a CSR who said it hasn't shipped yet and was still in pending status. She spoke to her supervisor who cancelled the order and reentered it so now I have to wait 5 days from today.

Apparently the order was not placed right and that should have been noticed long ago but never was. She said there are a number of new CSRs that have been hired forthe holidays that do not know the systems and thus did not properly check it and confer with a supervisor.

So basically a week later I am back to square one on this.

This is beyond a joke at this point. Apparently MS does not care as they are not taking any actions to improve the current mess that we have to deal with at support.

UPDATE - Spent an hour on hold for a tier 2 agent. First time the CSR accidentally hung up on them so then I had to wait again. After an hour I was told there were no tier 2 agents taking calls tonight. So they scheduled a callback to me for Friday.

Hey markl,

Did you ever try contacting MS Canada directly?

Hey markl,

Did you ever try contacting MS Canada directly?

Ya I faxed them Monday, not a word from them. I truly beleive they don't care at this point.

My friend had his replaced at Costco 2 days ago, he has got the 3 light issue 3 times now on the new unit and is going to have to do another exchange. When it works the 360 is great but sadly it is a defective product that I beleive need to be recalled and properly fixed. Custoere service also need to be replaced as the current setup is a joke.

I'm also waiting for a replacment console,called the 1-800-4myxbox # and they told me that they were waiting for another shipment of consoles to come in from California.Must be alot of replacements going out,which means a heck of alot of defective units out there.Keeping my fingers crossed for a before x-mas delivery,but with the holiday mail who knows.


Ed

I'm also waiting for a replacment console,called the 1-800-4myxbox # and they told me that they were waiting for another shipment of consoles to come in from California.Must be alot of replacements going out,which means a heck of alot of defective units out there.Keeping my fingers crossed for a before x-mas delivery,but with the holiday mail who knows.


Ed

Ed - Well that is a new story, waiting on more consoles. Never been told that one in all my calls. I truly believe the yare lieing to us to just make excuses until MS decides what if anything needs to be done plus those they can turn away then all the better. The focus right now is to sell as many new consoles as possible I suspect, not handle returns and repairs.

I'm suppose to get a tier 2 callback today, but I'm not holding my breath on it.

My friend had his replaced at Costco 2 days ago, he has got the 3 light issue 3 times now on the new unit and is going to have to do another exchange.
Yeah, that happened to me. Mine was an April/06 unit bought in July, started misbehaving about 2 weeks ago. Finally took it to Costco and returned it, got a new unit built in late July. Red lights on startup for the new unit, but after doing the cable unplug/replug, it was fine. Downloading all my already purchased content (XBLA games, CoD2 maps) was painless, I was actually impressed with that.

Then red lights again. And again last night; checked this AM and still Ring of Death. Good thing Costco isn't busy leading up to the holidays. I never even got a chance to take all the clear protective stickers off the housing. :(

Just so long as I don't come lose to breaking Devin Hester's return record. :-D

How long have you been waiting for your replacement console Markl?

Ed

Ed - Placed the repair order on Friday, but here is where it gets really good...

So I was told last night that since I couldn't get through to a tier 2 support while on hold that they scheduled a call-back for me this morning between 9-1EST. I wait all morning for the call and nothing so decided to call...

So I get through to a CSR, give him my name, and call ref, get put on hold....

Minute later the phone transfers me to another agent, no warning, and I have to start over, name, call ref....

The guy checks my account and basically nothing has been processed and the order is still pending with no tracking number. So he transfers me to the supervisor who looks into the matter....

So I explain things to him and he reviews the account and call log. He informs me that the order is still flagged pending, and whatever they did last night didn't work nor would it. The current system they have apparently has a bug in which orders cannot be cancelled by customer support. They need to contact the IT group and have it fixed manually which can take 3-5 days. So because of this there is no way to reissue another repair request until that order is cleared. Apparently only one entry per serial no can be entered. He then goes on to review the order process and "implies" the issue was my fault as I called back multiple times for a tracking number; because I did this and they made multiple requests on the same order it is probably why the record became locked in the pending state. I said I didn't appreciate him trying to put blame back on the customer and he retreated a bit on the statement.

He explains how he understands the frustration and so forth and I explain how this is not acceptable level of service, but however there is nothing he can do as it is a system problem that no one in customer support can correct. I have to wait 3-5 days then call back and resubmit my repair request. I asked why I was never called back as scheduled and he said he had no idea why that did not happen, he seen the scheduled call listed and no one did anything.

He did offer to monitor it personally and will call me back when it is ready and will enter it himself, but that will most likely be the end of next week. From that point I m then back to waiting 3-5 days for the return box to ship out (assuming the order works this time).

I asked to speak to a higher level as it was not acceptable, and he said that was as high as it goes, there is no other levels or groups a customer can speak with within MS, other than the general MS line which he said would just get routed back to them.

So another 45 mins wasted and I still have a dead 360 and still no box being shipped and there is nothing I can do.

I just spoke to Customer Support again. The lady was very nice and helpful and really recommended that I ship it as she's very skeptical about them sending the box. So that's what I'm going to do. She also suggested that I can drop it off in person