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Customer Loses Xbox 360 Artwork During Repair

Posted by ScuttleMonkey on from the customer-disservice dept.

An anonymous reader writes "The Consumerist is reporting that one unlucky individual had to send his Xbox 360 in for repairs. The catch is he had spent a great deal of time getting signatures and artwork on the outside of the console from notable members of the gaming industry. He specifically asked and even sent a letter along with his console requesting that the outside of the case be returned intact. When he got it back it was once again, plain white. Assuming that this is a genuine claim, regardless of the circumstances surrounding the missing/cleaned case Microsoft should at least apologize to the guy."

6 of 330 comments (clear)

  1. He's an idiot by BadAnalogyGuy · · Score: 5, Insightful

    If the signatures on the outside of the box were so valuable, he should have bought a brand new XBox rather than run the risk of having the "valuable" one stolen, damaged, or defaced.

    As for the concept behind getting signatures in the first place, it may be cool to get XBox developers to sign an XBox, but what's the point of getting "notable members of the gaming industry" to sign a product that has a guaranteed maximum lifespan? Wouldn't taking a polaroid and having them sign that be a better way to preserve those memories?

    1. Re:He's an idiot by Oktober+Sunset · · Score: 5, Insightful

      does anyone expect otherwise from any big corporation?

      --
      What if Tetris was invented by Nazis?
  2. They didn't tell him... by calebt3 · · Score: 5, Insightful

    ...that it was an entirely new console.
    I just can't decide if the old one was discarded or some repair guy decided that he really liked the case and kept it.

  3. Can't believe Agents by EdIII · · Score: 5, Insightful

    I really feel for this guy. I really do.

    However, you can never rely on an agent for anything. They really can say anything, and generally are not held accountable. You have to go up to supervisor level and above, get employee identification information, and to some extent, get a written letter of intent from the company.

    It's like asking the sales guy for technical information on how stuff works. Bad Idea. Go to tech support to talk to the guy instead.

    That being said, it seems pretty clear from the article that somebody at Microsoft may have been mean and spiteful to "wash" the case. I say that only since we do not know what processes go on inside. It may be possible that multiple people are responsible for the repair, and the person taking the unit out the box and reading the letter just lacked the appropriate standing or ability to communicate anything down the line. The person that washed the case, may have been simply doing his job, and may have even had reservations about doing it. That employee may have had nobody to talk to either, or even the time and the "empowerment" to do so. It is entirely possible that the whole operation is so big, that expecting this kind of interdepartmental communication and cooperation is just unreasonable, and a little naive.

    That is what I believe. That kind of operation must be so huge, given the volume, that for the systems and policies to be implemented to track this incident from its creation to its conclusion is just too costly of an undertaking. You would have to believe that they could create a RMA and from the very beginning include dynamic handling instructions that would be passed throughout the entire process. Most business fail at this already.

    If anybody is truly responsible, it is the agent for making that representation in the first place. That agent, by their representations, implied that such abilities do exist.

    Of course it would be interesting to know if there are policies in place to retain cases and artwork. On the surface, it is easy to condemn M$ overall for this, but there are just too many unknowns in the story.

    1. Re:Can't believe Agents by ZorbaTHut · · Score: 5, Insightful

      No, it's easy to condemn MS in general, even without the unknowns.

      Someone asked a specific question of a customer service representative. That representative gave a clear and unambiguous answer. Either that answer was incorrect, or a serious mistake was made internally.

      It doesn't matter which of those was the case. If you bring a car to an auto shop, and they rip out your engine, do you let them get away with "oh well someone made a mistake"? "Our customer service representative wasn't authorized to make that promise"? "Our company's just too big man, there's nothing you can do about it! These things just happen."

      Fuck that.

      Microsoft support screwed up. I don't know what section they screwed it up in, but I honestly don't care. The details don't matter. Microsoft support screwed up and should take responsibility - figuring out where the mistake was made is their problem.

      --
      Breaking Into the Industry - A development log about starting a game studio.
  4. This is too easy! by saladpuncher · · Score: 5, Insightful

    Come on marketing and PR department of Redmond, even I know the answer to this one and I haven't ever taken a class in marketing or sucking up.
    1. Issue a statement of apology explaining that you will get to the bottom of the problem.
    2. Go ahead and look for the Xbox (but secretly you know this is futile and the box is next to the Ark or was really cleaned).
    3. Contact the complaining customer and ask him what signatures were on the Xbox.
    4. Contact the artists that signed the box. Make a big PR festival out of it! Have Bill Gates (or heck...anyone famous will do) take a brand new Xbox to each artist and have them sign it.
    5. Send the Xbox back to the kid. No wait, have Bill Gates deliver it in person. Film the whole thing and put it on youtube, etc.
    6. PR disaster averted and gold stars for everyone.

    The media would eat this up and the free publicity would be worth its weight in cheetos.