MS: Our goal is to take care of you, warranty is not for PR

[Zeus]

Newsweek recently held an interview with Microsoft VP Peter Moore regarding the announcement of a three year extended warranty. Moore responded to a whole string of questions and summarised that two key things will happen - MS will reimburse all those who paid for their Xbox 360 to get fixed and secondly if you have a problem with your box, MS will simply replace it, Moore asserts that this is the right thing to do and not about PR. Further to this, he denied that Xbox 360 failure is not an issue for recall as it is not a systemic problem and is a completely voluntary action from MS.


If someone already has a refurbished box, is this for repair? New Xbox 360s? What is it exactly?

We're going to send you a box. I'm not going to get into details of exactly what that box is, but our goal is to take care of you. Two things here: if you paid us to fix your box, we're going to reimburse you. Simple as that. If you have a problem with your box, we're going to replace it.

Did you consider a recall?

No. This is not a recall issue. This is not a systemic problem, this is not a safety issue, this is a completely voluntary action on our part. Nobody's forcing us to do anything here. We're just trying to do the right thing.

Or did you feel like, "Hey, we've dodged a bullet on this so far—let's take care of this now"?

No. This is not about PR. This is not about making us look good. This is about doing the right thing. If you're going to worry about PR, you probably wouldn't do it five days before E3. If you're worried about PR, you'd wait until people went on vacation, I don't know. We needed to make that sure we did the right thing.


News Source: <a href="http://www.msnbc.msn.com/id/19640605/site/newsweek/page/3/" target="_blank">MSN.com</a>

[nuke868]

well for them its always better then a complete recall reproject the console can u immagine it ? So actually they do care more about theirs pockets coz if in this winter the most critical for x360 life all the 2 years warranties would have been expired immagine the mess of angry costumers.

[Sinar]

Bulls**t repair the 360's now you moron instead of pushing for PR.
The more you sell the more your going to get back :D

[des]

No. This is not a recall issue. This is not a systemic problem, this is not a safety issue, this is a completely voluntary action on our part. Nobody's forcing us to do anything here. We're just trying to do the right thing.

(despite the at least 25% failing rate ...) ROFL LIARS!!!

[SSChevy2001]

How hard is it to say it's a design problem and to explain how they plan to fix it? Take you PR BS and stick it you know where.

[khukon]

this guys a prick

[Aeond]

this guys a prick

You're right

[p$p b0y]

How hard is it to say it's a design problem and to explain how they plan to fix it?

very, or so it seems...

[DaFireStarter]

You guys have to understand that this isn't some crappy oem GPU they're cooling in the XBOX 360. It's close to a 2900xt which anybody who has a PC knows it's a big a video card and a big a$$ heatsink fan. And to fit that into a XBOX 360 is obviously gonna have cooling problems. So you have to make a choice. One choice you a get a better system with better graphics, games, and online for a price but the hardware is not reliable but you have a kick a$$ if all turns to sh!t. On the other hand you a system that is more expensive, shittier games, and graphics that sux compare to 360 and PC but the hardware is reliable. I made my choice and I don't regrett it except when I bought a PS3. It's worth returning 3 times over;) .

[shemmy]

You guys have to understand that this isn't some crappy oem GPU they're cooling in the XBOX 360.

i think the whole point is that they aren't cooling it.

if i had a 360 that hadn't died yet, i'd be doing my best to kill it off while the warrenty was valid so i could get one of the refurb'd ones with the better cooling solutuion.

[des]

You guys have to understand that this isn't some crappy oem GPU they're cooling in the XBOX 360. It's close to a 2900xt which anybody who has a PC knows it's a big a video card and a big a$$ heatsink fan. And to fit that into a XBOX 360 is obviously gonna have cooling problems. So you have to make a choice. One choice you a get a better system with better graphics, games, and online for a price but the hardware is not reliable but you have a kick a$$ if all turns to sh!t. On the other hand you a system that is more expensive, shittier games, and graphics that sux compare to 360 and PC but the hardware is reliable. I made my choice and I don't regrett it except when I bought a PS3. It's worth returning 3 times over;) .

Lame? So its fine for you that hey send out not reliable hardware and your excuse is that the console will have nicer graphics in exchange for reliability? Whats that for a crap? Well the Ps3 has at least the same graphics as your 360 and doesnt suffer this problem at all ... fanboy :s!

[kcvfr400]

From everything I have read and thats alot its clear the motherboard needs redesigning to allow the gpu not to be under the dvd-rom drive and then it can have a better heatsink or fan and really they need better position of the fans and vents as heat rises and if you stand it up the fans are on the bottom of the back of the machine when they should be at the top and the vents on top are small and at the front and not enough due to the hard drive being there. Just everything about the design says they never thought about heat issues.

Just thought perhaps they thought we would all put the 360 upside down sitting on the hard drive as that makes sense for fan position and the heat from cpu and gpu to rise through the bottom of the machine where the whole bottm has vents. It sounds mad but just might work lol.

[loliix]

In all regards about this subject, it has been show by various sources and reputable folks in the modding scene, that despite the poor thermal design of the mobo (with GPU underneath the DVD drive) what is to blame right now for the ROD's are the heatsink clamps that cause the mobo to flex/bend at high temperatures, thus breaking the BGA's..

Microsoft can do all the PR they want about this, put all the extra heatsinks they want or apply all the glue they want. Whilst this clamps in conjunction with this particular mobo design are still applied, the issue will repeat itself over and over again.

[Xenogears V]

You don't have to lengthen the warranty but to create console without overheating.:mad:

[razuraw]

the thing sounds like a rocket taking off with the 360 fan and still the 360 cant keep cool lol. are they ever going to do anything about the noise? when they do then ill think about getting a 360.

[satel]

these Microcrap people all they did is ad insult to injury.

[DaFireStarter]

Lame? So its fine for you that hey send out not reliable hardware and your excuse is that the console will have nicer graphics in exchange for reliability? Whats that for a crap? Well the Ps3 has at least the same graphics as your 360 and doesnt suffer this problem at all ... fanboy :s!
It's unreliable to the point where you can't find a working XBOX 360 is it? If that was the case then there wouldn't be a XBOX 360 because there would clearly be no profit. So to me it's worth it especially if it's insured and cheaper than a PS3. And PS3 definitly does not have the same graphics as 360. I have both, played both. All the 360 games I have edge out PS3 games I rented. That with later release dates suxs for the PS3. Just hope Final Fantasy saves PS3 if it ever comes out(still waiting for crisis core).

[Blazeking]

What causes the red light of death is the bending of the motherboard. The fans can't keep it cool long enough and the solder from the m/b melts and the chips pop up from the m/b when the console is turned off and begins to cool down. That's why sidewalks have cuts in them, they expand from heat and contract when cooling.

[razuraw]

It's unreliable to the point where you can't find a working XBOX 360 is it? If that was the case then there wouldn't be a XBOX 360 because there would clearly be no profit. So to me it's worth it especially if it's insured and cheaper than a PS3. And PS3 definitly does not have the same graphics as 360. I have both, played both. All the 360 games I have edge out PS3 games I rented. That with later release dates suxs for the PS3. Just hope Final Fantasy saves PS3 if it ever comes out(still waiting for crisis core).

It's unreliable to the point that any 360 can die at anytime. no one wants a ticking time bomb. out of all my mates that own a 360 only one of them is still on his first 360 and one mate got it replaced 3 times.

[friko]

They haven't revised the motherboard to fix the issue though. So this will be a long term problem.
Their goal is not to take care of us, it's to take care of their profits

[LeGioN1202]

You guys have to understand that this isn't some crappy oem GPU they're cooling in the XBOX 360. It's close to a 2900xt which anybody who has a PC knows it's a big a video card and a big a$$ heatsink fan. And to fit that into a XBOX 360 is obviously gonna have cooling problems. So you have to make a choice. One choice you a get a better system with better graphics, games, and online for a price but the hardware is not reliable but you have a kick a$$ if all turns to sh!t. On the other hand you a system that is more expensive, shittier games, and graphics that sux compare to 360 and PC but the hardware is reliable. I made my choice and I don't regrett it except when I bought a PS3. It's worth returning 3 times over;) .

Oh shut the **** up. You are as stupid as stupid gets. Go away with this fanboy ****.

Never knew having the need to return a $400 consoles 3 times over was
better worth a $500 system you NEVER need to return.

About the so called "not ordinary GPU". If the system can't handle it bro, it shouldn't be there in the first place. Don't bring in your stupid fucking excuses. The system shouldn't break in the first place. Your an ass for pretty much saying it's fine that it breaks, because it's powerful. Funny how you bash PS3, yet it is MORE powerful, yet... doesn't break?

Keep trying to justify your purchase there buddy. If it's so good, go fucking play it, quit coming on here trying to defend the ones who continue to **** you over, claim it isn't a hardware problem and ultimately blame YOU, the consumer for every problem that arises.

PS3 has more 80%+ rated games than 360 in 2007, so your shitty games argument goes right out the window.

Online play is better? Ok, you are giving MS money... so you could PAY to download... how the **** is this better? Online play should be free, I paid $60 for a game, if I wanna play it with a friend down the block, I should be able to do so. MS wants to charge for Arcade games, go ahead, but don't make me fucking have to pay just to see that you have them available. I'm not buying them. I ONLY want my online play, which the other 2 give for free.

More expensive? Ok, $100 more now, but DOESN'T BREAK!!!!!!!!!!!!! So this makes the 360 the OVERPRICED console nowadays chum.

Now i'll go watch a Blu-Ray movie with my girlfriend on my $600 piece of junk, don't know about you bro, but this $600 investment blows your $400 investment to **** whether you choose to believe it or not.

By the way, when comparing graphics, try to do so with PS3 exclusives vs 360 exclusives and not 360 games that were ported to Ps3, because common sense tells you the 360 version would look better considering it was made for the system jackass.

But in the end you said your happy with "your choice", so i'll leave it at that since the choice is yours and yours alone.

I also try so hard to comprehend why people defend something with a 25-33% failure rate... are these morons not aware that products with faulty rates this high are not even supposed to be on store shelves? If something isn't good enough to even be fucking sold, how the **** is it the best? LMFAO!!!!

I love a little console competition, it is always great for the consumer, but everyone needs to understand and agree that if MS doesn't fix this ****, I highly doubt it will last beyond 2008. They can only get away with this **** for so long before a massive lawsuit comes their way.

Yeah... enough said.

[Vesica]

And PS3 definitly does not have the same graphics as 360. I have both, played both. All the 360 games I have edge out PS3 games I rented. That with later release dates suxs for the PS3. Just hope Final Fantasy saves PS3 if it ever comes out(still waiting for crisis core).

You know, it takes time for the developers to figure out how to use the console to its full potential. Just compare the graphics on the 360 release games with the new ones and you will see that it's clearly a difference.

oh, and I completly agree with LeGioN1202 ;)

[SoCalSRH]

right on legion1202. :cool: it's like xbots forget that the same corporation that has been screwing customers over for 15+ years with windows also makes the xbox. peter moore (m$ vp) is a liar. of course it's pr. they couldn't continue to just sweep all the poorly designed hardware faults completely under the rug without getting attention from large media groups such as mags, news, etc. etc. that's pr.

i'm sure there are at least weekly corporate meetings dedicated to hardware faults at m$ hq. they have their lawyers there and they go over the numbers and the ambulance chasers give them advice as to how to avoid a class action lawsuit from all the pissed off customers returning 2 or 3+ consoles. anyone that tries to justify this type of behavior and 'customer service' needs to take a step back from xbot ville and see that what you have is a poorly designed product (which is worthy of a recall) brought to you by a corporation known the world over for it's shady business ethics and their solution to the problem is an extended warranty. ...but somehow the investment is still worth it. idiot fanboy = m$'s favorite customer.

a public apology, admission that there is a actual problem with the hardware design, and a recall is in order to bring all current 360's on the market up to their current cooling fix...but an extended warranty is cheaper. so you see what they would rather do. it's m$'s best known move...dancing around the issue and deny! deny! deny!

[Evil-Rebirth]

"No. This is not about PR. This is not about making us look good. This is about doing the right thing. If you're going to worry about PR, you probably wouldn't do it five days before E3. If you're worried about PR, you'd wait until people went on vacation, I don't know. We needed to make that sure we did the right thing."

What? Not about PR?

E3? What does E3 have to do with this?

I don't know? Well there's his first honest statement.

If MS wanted to do "the right thing", they wouldn't be making people pay for repairs that resulted from downloading updates. They wouldn't be blaming people for scratched disks because they believe that the person moved the console while it was powered on.

When the original XBox launched, there were some issues with crashing as well, but that was remedied rather quickly. The 360 issues have gone on for far too long.

This 3 year extended warranty is all about MS trying to look good. Sorry.

[teek78]

Reimburse! I tip my hat to them on this one$$$ Are they going to reimburse Xbox Live as well? LOL...just joking.

[sigma8]

PR Guy: "This is not for PR. It's just the right thing to do. No, it's not a recall, because the problem is not systemic."

Then tell me, Mr. Moore, if it's not systemic, then how is it the right thing to do? If it's not systemic, then it's not a problem with your machine, it's a problem with your customers. How is it "right" to infinitely extend warranties and repair systems that are broken because customers have mis-used them?

That's not right. That's stupid...unless of course, the problems are Microsoft's fault, which you just denied again.

Once again, MS tries to find a way to deny there is anything wrong with anything, and simultaneously demonstrate how magnanimous they are. How "giving" and kind they are...by fixing all these boxes that broke for reasons that are totally random and not due to anybody's fault, really. Because they love us.

And right when I thought they were going to admit some responsibility. Oh well.

[grapeape]

<SIGH> Just give up...your never going to convert fanboys on either side, though I do wonder why Sony Zealots troll the 360 forums calling people fanboys. Kinda sad, isnt there a game you can be playing instead?

I have a ps2, a Wii and a 360, My HDTV is used by my wife and kids to watch tv so it has no consoles connected, so no use for bluray which means for me the ps3 is a complete waste of money. Maybe when some games I actually like come out and the price drops it will be worth it. Until that happens its pointless to rant on and on about how great the ps3 is, I dont care how fast it is, I dont care that you can see Will Ferrell's nose hairs when you watch Talledega Nights, I dont care that when I factor in buying a bazillion accessories I dont need the ps3 starts to look like a bargain. I just dont care...

On the other hand, if you dont see any value in Xbox Live, dont worry about it and enjoy the myriad of free gaming, demos and matching services that Sony offers. If you dont like the games available on the 360 enjoy the ones you get on the ps3. This isnt a religion its a freaking video game console, there is no inquisition. Fans of all three consoles will only benefit from their success, do you really think the world would benefit by less choice? It wouldnt improve games if anything it would allow developers to get lazy since there would be less competition. The coveted price drops also wouldnt happen if there werent competition.

The bottom line is enjoy your console and your games and dont worry about what everyone elses console choice is.

[Robotron]

Actually there goal is to avoid the class action lawsuits that are coming their way.

[cory149]

*Just be bloody thankful like I am that they aren't manufacturing things like, oh, car braking systems for example* :eek:

[KainXS]

This WHOLE article is complete bullshit this is microsofts fault on the design of the 360, even the manuafacturers in asia say so

Robbie Bach, president of Microsoft's entertainment and devices division, declined in an interview to say what specifically caused the failures or how high the failure rate has been, but Asian manufacturers of the Xbox 360 who have been pressured by Microsoft to lower costs by as much as 15% say that the problem is caused by poor Microsoft design and the Company buying low cost components in an effort to beat Sony.

Recently Microsoft adopted various strategies to be more cost competitive with its Xbox 360 game consoles, with moves including asking for a price reduction from Taiwan-based component makers and working with Lite-On IT for its add-on HD-DVD drive, according to sources in Taiwan.

One Asian manufacturer that SmartHouse spoke to on Friday said "Microsoft have known of this problem for a long time. They are trying to blame component manufacturers but it was a combination of bad design and them (Microsoft) wanting everything cheap. This is what caused the problem along with them wanting to beat Sony to market. A lot of manufacturers were pushed to deliver components without much testing of the components working together inside the console".

http://www.smarthouse.com.au/Gaming/Console/L3R2T2S6?page=1

this is really sad as microsoft are trying to blame anyone involved except themselves, the blame game

now if the manuafacturers are saying that the design sucks then the design must suck and should have been corrected before mass production of the console meaning that microsoft dosen't give a crap about consumers

right

[whackawookie]

not sure what planet legion is living on but the ps3 is 300 more depending on the 360 you choose, the ps3 has not had 80% ratings
http://ps3.ign.com/index/reviews.html
http://xbox360.ign.com/index/reviews.html
you don't have to pay to download off the marketplace only to play multiplayer theres another one you seem to fail with your fanboy rant. Compare the ps3 exclusives to the 360 ones, ok fine tell us an exclusive to compare graphics to because there aren't many. Motorstorm? well thats pretty much been done with dirt on the 360, what else resistance. Game never was a graphic powerhouse. Ninja Gaiden isn't that impressive I've been playing it for 6hrs so far and they amped it up too much. Its good but it won't impress like they said, pretty much any game on the ps3 or 360 is graphically superior to it

[GazP]

I feel the extended warranty is the cheaper option for M$. If they recalled all the 360s then it would cost them a fortune. And it will never happen. But by extending the warranty it is a sign by M$ that there is a problem with the console.

Every console has it's good and bad points. The 360 has some great titles, more than the PS3, but this overheating problem is destroying its reputation. This could be where Sony start to gain a little bit of ground on M$, as the PS3 has no heating problems, although I am sure over time it will have its own problems, probably the laser failing like all previous PS consoles.

[AlphaTrion]

better than nothing. 1yr now with my x360 and NEVER had a single problem!!

[Cyclone57]

So basically they're gonna keep releasing faulty 360's. Great. Wonder how long it'll be before mine breaks.

[peachybum]

1.5 years to late !!

this way the can afford it

look at all the peeps that have opened the 360 to fix or sent it to someplace else for a repair........

looking after us ?? !!! BULL kicking us to touch more like !!

im off now cancelled live buying a ps3 sellng my bith 360s

1 banned and 1 red lighted :)

ENJOY all the refurbs

[Jiggah]

It would be great if they made this a public announcement on say Live. Have they done anything like that? That would show that is not a PR stunt.