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Microsoft’s UK repair centre in Havant is now redistributing faulty consoles to foreign repair centres in order to clear an overwhelming backlog and keep up with the 1,500 to 2,500 Xbox 360s arriving at its doors on a daily basis, according to customer reports.
According to Lee Sherman (Gamertag, Toxic Daywalker), who sent us details of his horrible experience, his Xbox 360 had been sent to Prague for repair, which has extended the repair time considerably.
He talks of how three weeks and repeated phone calls yielded no further clues to the status of his repair, with customer service representatives merely telling him that it would be “returned shortly”.
Lee even claims that when he asked to speak to the repair centre direct, he was told this wasn’t possible because they don’t have phones... However, using a directory enquiry service he was able to obtain the number for the repair centre, where he was shocked to learn that his console was actually in Prague, not Havant as Microsoft customer service reps had claimed.
Additionally, the call to the Havant repair centre revealed some other worrying stats: “A shocking statistic we found out though is that between 1,500 to 2,500 consoles get sent to Havant by three UPS lorries per day, to then be shipped to Prague for repair,” Lee told us, going on to add, “[We] phoned up Nora the [customer service] supervisor again, who then admitted my console was in Prague and hadn’t been looked at yet – she seemed amazed that we knew!”
Comments from users on the Xbox.com forum reveal similar woes, and some have also discovered their consoles are indeed in repair centres outside of the UK: “I just spoke to the customer support people because my 360 has been gone since the 8th of June,” says forum user, LordBrown in a post dated 23rd of June. “Apparently because of the backlog in Havant they’re sending 360s to repair centres outside the UK! And that because of this Microsoft are legally allowed an additional ten days to get your 360 back to you.”
From the sounds of things it seems Microsoft is fighting a losing battle on this front, as more and more units flood in for repair. It kind of reminds of that bit in Santa Claus The Movie when all of those defective wooden toys started falling apart…
We connected Microsoft this morning, however we’re still waiting for an official response. We’ll let you know the moment we hear anything.
Lastly, we’d also like to point you to our continuing Xbox 360 hardware failure survey, which is now approaching 5000 entries. Click here to head over and fill it out now, if you haven’t done so already.
CynikHT escribió:La verdad es que es demasiadas consolas rotas. Sin ir mas lejos el otro dia me pasé por el corte ingles y allí estaba la xbox360 dando un concierto de luces a todo el que pasaba , mientras tenia de espectadora principal a la PS3 riéndose en su cara.
Th3_Jackal escribió:jum, por lo visto creo que se dislumbra algo más de información y de porqué UK mandan las consolas a Praga:
Micromart, empresa de reparación de consolas, tanto de PS2, PSP y XBOX ha retirado su servicio de reparación de consolas 360 con el problema de las tres luces rojas. Ya que según ellos, se trata de un problema endémico (presente constantemente) en la consola y el volumen de reparación no es viable. En cambio para otro tipo de reparaciones si ofrecen soporte.
http://www.micromartltd.co.uk/index.html
Massive Failure Rate For Xbox 360 Exposed
By David Richards | Thursday | 21/06/2007
Retailers are claiming that Microsoft has had to handle a failure rate of over 30% with their Xbox 360 console. More than 100 consumers have written to SmartHouse complaining of either poor service from Microsoft or total failure of their gaming console. One consumer was even given back a refurbished unit in exchange for their original Xbox console
Several months ago SmartHouse raised the issue of potential problems with the Xbox 360 after several readers wrote to us complaining of persistent failures. Even one of our testing Xbox 360 systems that we use to review software failed and had to be returned to Microsoft for repair. Other consumers have complained of sending off their Xbox for repair only to get a different re furbished unit back.
During the past few weeks SmartHouse has received email after email from Xbox 360 owners complaining of problems. Ironically a lot of the problems seem to appear after 12 months of use.
Steve & Jo Kitcher wrote" Just to let you know that after 13 months, just outside of warranty, I have the "rings of death". Next step for me is to find out repair cost and contemplating going to PS3"
Ron Harris wrote "I have had my Xbox 360 exactly one year and now I have got the ring of death and it won't even boot up".
Andrew & Kathryn Smith of Sydney claim to have had a torrid time with Microsoft over the failure of their Xbox 360.
Melkorian escribió:Yo soy uno de esos que pensaban que la gente exageraba, que seguro que la tenian mal ventilada, y bla bla bla, pues ami hace algo mas de una semana me peto, y casualmente no jugaba apenas, ahora en verano tengo mucho curro y la encendia alo mejor un rato un dia a la semana, y para colmo tengo mi habitacion bien fresquita con aire acondicionado pero nada, me fui a bajar la demo del stranglehold ese, y pum 3 luces, ahora lleva una semana en el sat, para colmo tngo reservado el bioshok y el blue dragon, si no fuera por el catalogo que viene, la vendia nada mas llegar, creo que mocosoft puede despedirse de esta generacion y de la que viene, como han dicho la mala fama pesa mucho, yo tuve la saturn, y al ver como acabo pase de la dream cast, y pasare de la proxima generacion de mocosofr, aunque hagan una consola que aguante una explosion nucelar.
Y mira que me encanta la consola, pero para mi la fiabilidad de una consola es muy importante.
yabajo escribió:es una verguenza que un aparato por el que pagas 300 o 400 euros tenga tantos problemas .
TDK_16 escribió:Lo mismo digo, yo pensaba que ese defecto de fabricación era minoritario, que la gente exageraba... hasta que hace dos semanas me la compré y la puedo usar como calentador-estufa.