My terrible experience with MS Xbox repair
#1
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My terrible experience with MS Xbox repair
The thomson dvd drive on my xbox was having trouble reading discs, so it needed to be replaced. I called 1-800-4MY-XBOX. They said they'd replace the dvd drive for $99. I said ok. They sent me an empty airborne express box. I packed my xbox in the box, left it out on the porch, and 1 week later I get my xbox back.
I open the dvd tray, and sure enough, they replaced it with a samsung drive. that's the good news. the bad news is that they replaced my hard drive. and they didn't copy over anything from my old drive to the new one.
This really pisses me off. The reason I sent in my xbox to MS was because I wanted the dvd drive fixed, but wanted to preserve the contents of my hard drive. If I wanted a new dvd drive AND hard drive, I would have just bought a new xbox!! Are they that stupid not to realize this?! Considering a new xbox costs only $80 more than the repair, plus I get the advantage of having 2 xboxes, more cables, another controller, and the free games that come with a new xbox.
Fortuantely, I backed up most of my saves onto a 256MB USB flash drive, but I wasn't able to back up my precious DOA3 saves, DOAX saves, KOTOR saves, and custom soundtracks (that took hours to put in). I've lost hundreds of hours of time from these lost saves. I don't care about paying $99 for repair service, but I do expect a good level of service for my money.
MS Xbox repair failed me on several levels:
1.) I called & sent in my xbox for a dvd problem, not a hard drive problem.
2.) If they wanted to perform additional work, they should have ASKED ME first via email or phone.
3.) Why didn't they copy the contents of the old HD to the new one?!?!
So consider this a warning to anyone who is thinking about sending their xbox in for a repair. Personally, I feel completely ripped off.
I open the dvd tray, and sure enough, they replaced it with a samsung drive. that's the good news. the bad news is that they replaced my hard drive. and they didn't copy over anything from my old drive to the new one.
This really pisses me off. The reason I sent in my xbox to MS was because I wanted the dvd drive fixed, but wanted to preserve the contents of my hard drive. If I wanted a new dvd drive AND hard drive, I would have just bought a new xbox!! Are they that stupid not to realize this?! Considering a new xbox costs only $80 more than the repair, plus I get the advantage of having 2 xboxes, more cables, another controller, and the free games that come with a new xbox.
Fortuantely, I backed up most of my saves onto a 256MB USB flash drive, but I wasn't able to back up my precious DOA3 saves, DOAX saves, KOTOR saves, and custom soundtracks (that took hours to put in). I've lost hundreds of hours of time from these lost saves. I don't care about paying $99 for repair service, but I do expect a good level of service for my money.
MS Xbox repair failed me on several levels:
1.) I called & sent in my xbox for a dvd problem, not a hard drive problem.
2.) If they wanted to perform additional work, they should have ASKED ME first via email or phone.
3.) Why didn't they copy the contents of the old HD to the new one?!?!
So consider this a warning to anyone who is thinking about sending their xbox in for a repair. Personally, I feel completely ripped off.
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Did they send you back a different Xbox all together or did they actually replace both your DVD Drive and Hard Drive?
In any case, I'd bark at them hard and try to get your $99 back.
Call them and ask for a supervisor. It's worth a try.
You won't get your saves back, but you might get something for your pain.
In any case, I'd bark at them hard and try to get your $99 back.
Call them and ask for a supervisor. It's worth a try.
You won't get your saves back, but you might get something for your pain.
#3
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Wow, that sucks. I recently had the opposite happen: I sent my Xbox to be repaired for a hard drive problem, and I noticed that they replaced my DVD drive at the same time. It didn't need it, but now I can play CD-R's, so it's all good.
However, when I spoke to them on the phone they said they'd make every effort to keep my saves (I ended up losing them all). Based on your experience, it sounds like they don't even try, and just swap out the hard drive on everything they get.
However, when I spoke to them on the phone they said they'd make every effort to keep my saves (I ended up losing them all). Based on your experience, it sounds like they don't even try, and just swap out the hard drive on everything they get.
#4
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I would call them, and raise some hell. Don't get too angry though, cause they'll just blow you off (I work in customer service...being nice helps), just kidly ask to speak with a supervisor and explain your situation. You won't get your saves, or music back, but you very well may get your money back. I would imagine that would make it all worth it.
#5
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You make a console more like a computer, you are going to have it crash like a computer. And your customers are going to feel like they are getting f--ked by a computer company.
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Originally posted by sniper308
Did they send you back a different Xbox all together or did they actually replace both your DVD Drive and Hard Drive?
In any case, I'd bark at them hard and try to get your $99 back.
Call them and ask for a supervisor. It's worth a try.
You won't get your saves back, but you might get something for your pain.
Did they send you back a different Xbox all together or did they actually replace both your DVD Drive and Hard Drive?
In any case, I'd bark at them hard and try to get your $99 back.
Call them and ask for a supervisor. It's worth a try.
You won't get your saves back, but you might get something for your pain.
#7
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Originally posted by mmconhea
You make a console more like a computer, you are going to have it crash like a computer. And your customers are going to feel like they are getting f--ked by a computer company.
You make a console more like a computer, you are going to have it crash like a computer. And your customers are going to feel like they are getting f--ked by a computer company.
#8
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More than likely, to save time and money, they just replaced the entire inside of your XBox instead of specific components. Its a lot faster than pulling off a cetain part and resoldering it on, hoping that nothing else is wrong. They may have replaced the DVD drive only to find that the problem is a memory bus problem, or a currupted driver file. Better to just drop in a whole new unit.
D
D
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Seriously, I know "all" consoles have their problems, but for the number of xboxes sold it sure seems that a lot more of them have had problems % wise.
Goodluck on getting your money back, my experience with MS involving the xbox was far from nice.
Goodluck on getting your money back, my experience with MS involving the xbox was far from nice.
#10
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Originally posted by jeffdsmith
Seriously, I know "all" consoles have their problems, but for the number of xboxes sold it sure seems that a lot more of them have had problems % wise.
Seriously, I know "all" consoles have their problems, but for the number of xboxes sold it sure seems that a lot more of them have had problems % wise.
#11
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Originally posted by jeffdsmith
Seriously, I know "all" consoles have their problems, but for the number of xboxes sold it sure seems that a lot more of them have had problems % wise.
Goodluck on getting your money back, my experience with MS involving the xbox was far from nice.
Seriously, I know "all" consoles have their problems, but for the number of xboxes sold it sure seems that a lot more of them have had problems % wise.
Goodluck on getting your money back, my experience with MS involving the xbox was far from nice.
#12
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Originally posted by Josh Hinkle
...and the hard drive, while not seeming to break that much, is one more thing to go wrong that the other systems don't have.
...and the hard drive, while not seeming to break that much, is one more thing to go wrong that the other systems don't have.
memory cards fail too... like say you roll over it w/ your chair (so i've heard )
#13
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Trade off isn't worth it IMO, as developers haven't put it too good use IMO.
It's great for sports games, but I haven't played many this gen. It's great if you want to make your own soundtrack, but I have no interest in doing that. Too much hassle to upload and it's usually a feature in games I don't play much (i.e. extreme sports and racing).
I'd love to see it used to do some neat gameplay stuff (remembering environmental damage, having everything you do effect stuff later on in more detail than in say KOTOR etc.), but it hasn't happened yet.
It's great for sports games, but I haven't played many this gen. It's great if you want to make your own soundtrack, but I have no interest in doing that. Too much hassle to upload and it's usually a feature in games I don't play much (i.e. extreme sports and racing).
I'd love to see it used to do some neat gameplay stuff (remembering environmental damage, having everything you do effect stuff later on in more detail than in say KOTOR etc.), but it hasn't happened yet.
#14
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i probably use like 5% of the hard drive. i don't really put music on it.
but, just not having to change memory cards or worry about running out of space on one is what i meant about it being worth it.
i mean, i have like 8 memory cards for the ps2 and 1(+ the freebie little one that came w/ animal crossing) for the GC.
+ it galls me that the dinky little memory cards cost $20. the ps2 2 pack is what now, $35? i've bought 4 of those - so $140???
but, just not having to change memory cards or worry about running out of space on one is what i meant about it being worth it.
i mean, i have like 8 memory cards for the ps2 and 1(+ the freebie little one that came w/ animal crossing) for the GC.
+ it galls me that the dinky little memory cards cost $20. the ps2 2 pack is what now, $35? i've bought 4 of those - so $140???
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Originally posted by young
i probably use like 5% of the hard drive. i don't really put music on it.
but, just not having to change memory cards or worry about running out of space on one is what i meant about it being worth it.
i mean, i have like 8 memory cards for the ps2 and 1(+ the freebie little one that came w/ animal crossing) for the GC.
+ it galls me that the dinky little memory cards cost $20. the ps2 2 pack is what now, $35? i've bought 4 of those - so $140???
i probably use like 5% of the hard drive. i don't really put music on it.
but, just not having to change memory cards or worry about running out of space on one is what i meant about it being worth it.
i mean, i have like 8 memory cards for the ps2 and 1(+ the freebie little one that came w/ animal crossing) for the GC.
+ it galls me that the dinky little memory cards cost $20. the ps2 2 pack is what now, $35? i've bought 4 of those - so $140???
I have 42 PS2 games and use only one memory card. Granted I don't keep all the games saves on the card when I finish them though, I would assume most people don't either.
#16
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oops, not to mention the separate ps1 memory cards (2).
the 8 ps2 cards are not full, but i have them split into genres. 3 rpgs, 2 sports, 1 platformer, 1 racing, 1 misc. the rpgs are pretty full mainly b/c i like to keep multiple saves.
the 8 ps2 cards are not full, but i have them split into genres. 3 rpgs, 2 sports, 1 platformer, 1 racing, 1 misc. the rpgs are pretty full mainly b/c i like to keep multiple saves.
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Originally posted by noonan4224
You must not remember the PS1 launch too well. After a year or so most of those machines had to be played up-side-down, or they wouldn't work at all. Why do you think PS2 has a vertical mount option. It wasn't cause it looks nice. I've been lucky so far, I still have my launch XBOX, and PS2 with no problems yet.
You must not remember the PS1 launch too well. After a year or so most of those machines had to be played up-side-down, or they wouldn't work at all. Why do you think PS2 has a vertical mount option. It wasn't cause it looks nice. I've been lucky so far, I still have my launch XBOX, and PS2 with no problems yet.
Besides, I'm discussing the current generation of hardware.
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Sorry, you had that problem.
Were you getting it fixed under a service contract or just a random repair? It's possible (I don't know how likely) that they have a specific policy for non-warranty machines so as to avoid repeat repairs with the same machine in an effort to save the customer some costs.
My only experience with them was under a contract and proved more than satisfactory.
Were you getting it fixed under a service contract or just a random repair? It's possible (I don't know how likely) that they have a specific policy for non-warranty machines so as to avoid repeat repairs with the same machine in an effort to save the customer some costs.
My only experience with them was under a contract and proved more than satisfactory.
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Originally posted by Tuan Jim
Were you getting it fixed under a service contract or just a random repair? It's possible (I don't know how likely) that they have a specific policy for non-warranty machines so as to avoid repeat repairs with the same machine in an effort to save the customer some costs.
Were you getting it fixed under a service contract or just a random repair? It's possible (I don't know how likely) that they have a specific policy for non-warranty machines so as to avoid repeat repairs with the same machine in an effort to save the customer some costs.
I'm not even complaining about the defective thomson drives. In my mind, the drive performed well enough. It lasted two years thru HEAVY usage. What I'm disappointed about is the lousy customer service.
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Originally posted by Josh Hinkle
Trade off isn't worth it IMO, as developers haven't put it too good use IMO.
It's great for sports games, but I haven't played many this gen. It's great if you want to make your own soundtrack, but I have no interest in doing that. Too much hassle to upload and it's usually a feature in games I don't play much (i.e. extreme sports and racing).
I'd love to see it used to do some neat gameplay stuff (remembering environmental damage, having everything you do effect stuff later on in more detail than in say KOTOR etc.), but it hasn't happened yet.
Trade off isn't worth it IMO, as developers haven't put it too good use IMO.
It's great for sports games, but I haven't played many this gen. It's great if you want to make your own soundtrack, but I have no interest in doing that. Too much hassle to upload and it's usually a feature in games I don't play much (i.e. extreme sports and racing).
I'd love to see it used to do some neat gameplay stuff (remembering environmental damage, having everything you do effect stuff later on in more detail than in say KOTOR etc.), but it hasn't happened yet.
Also The developers do Cache their games using the harddrive to make their loadtimes faster. Perfect example would be Halo.
So there are lots of benefits to having the harddrive.
As far as the person who lost their saves. Thats a bummer!! Well I guess you now have an excuse to play your games again!
#23
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Originally posted by young
i mean, i have like 8 memory cards for the ps2 and 1(+ the freebie little one that came w/ animal crossing) for the GC.
i mean, i have like 8 memory cards for the ps2 and 1(+ the freebie little one that came w/ animal crossing) for the GC.
Last edited by Josh Hinkle; 02-11-04 at 03:34 PM.