Microsoft Makes Amends with "Screwed" 360 Gamer

[ReaverX]

Via Joystiq (http://www.joystiq.com/).

Remember the story of Nathaniel? (http://hawtymcbloggy.com/2008/02/28/another-gamer-screwed-by-microsoft/) He's the guy that sent in his custom signed 360 to the repair center when it red ringed, only to get it back completely devoid of any of it's precious sharpie ink. Well, after Bungie sent a care package full of obligatory Halo swag and collectibles earlier in the month, Microsoft stepped in this week with a new 360 that was signed front and back with a wealth of new autographs (http://www.joystiq.com/2008/03/22/microsoft-apologizes-for-360-cleaning-with-bill-gates-signed-r/).

Included in said delivery was a handful of games and, most notably, a new 360 signed by the Xbox team, Bungie (including replacement artwork by Rooster Teeth Comics' Luke McKay) and, with the flourish of a solid gold pen, Bill Gates.

It's nice to see this story get an even happier ending. That being said, I hope and pray he got one of those new Falcon 360s...

[fitbabits]

Nice job, Microsoft (and Bungie).

[Dakar]

What if he got one of the older refurbs and this happened again? Now that would be wild.

[Evil Avatar]

What if he got one of the older refurbs and this happened again? Now that would be wild.

That is the irony... unless this is one of the newer Falcon 360's odds are that it will die at some point in the future.

Honestly, I just wouldn't play it. I would just box it or display it.

[Purple Santa]

Awesome artwork! I wonder what happens if it RROD again. I wonder if he would just buy another 360. Or maybe just buy a PS3 or a Wii :).

[Johan]

Very cool looking.

Somehow, I still smell something fishy with the original story, though...pessimist/cynic that I am.

[fitbabits]

Very cool looking.

Somehow, I still smell something fishy with the original story, though...pessimist/cynic that I am.

You're not the only one - not by a long shot.

[Draft]

I would kill every member of this forum for a signed picture of Bill Gates.

[Evil Avatar]

Very cool looking.

Somehow, I still smell something fishy with the original story, though...pessimist/cynic that I am.

I feel the same way. The pictures we were initially shown certainly didn't look like a "washed" system, it looked like a new system with a minor smudge mark on it.

[darklordjames]

The guy was a raging retard to begin with, and now he is being further rewarded for being so fucking stupid?

There is a very simple rule that you follow if you care about your product. "Don't let it leave your sight." He didn't follow the rule, he lost his shit, too bad.

Case in point. I had 2 white DS's that developed the hinge crack. One got sent off to Nintendo for repair. The other one stayed at home. Why? It's signed by Gabe and Tycho. If you have a custom case, you treat the device as if it has no warranty, and you fix it yourself.

[Banacek]

Let me know when Microsoft makes everything right with Perigon. Then I will be impressed :)

[Feltoar]

Im sure this guy would be happy with this Xbox, but I think what Bungie did was in much better taste. When I collected signatures as a kid each signature was a badge to show for the effort that went into getting it, plus a way to remember a conversation with that person.

Simply filling up a new Xbox with signatures kind of ruins it. It shows little understanding of the sentimental value of the whole thing. It was an object that couldnt be replaced and its rude in my opinion to give him a new Xbox filled with signatures. Bungies idea was much more thoughtful, it wasnt designed to replace anything but to be a cool gift.

Microsoft should have given him a near blank Xbox with a new Halo scribble and a written appology (on the Xbox) from someone big at Microsoft games division, something that could be a thoughtful new beginning. Then a good quality perminate marker and some closed curtain tickets to give him access to new people. Give the guy a way to replace everything that was lost, not just the Xbox.

[Suicidal ShiZuru]

I smell jealousy.

[Schnoogs]

Microsoft should have given him a near blank Xbox with a new Halo scribble and a written appology.


"We're sorry that like every other manufacturer on the planet our manufacturing and refurbishing process isn't designed to accommodate one off scenarios for OBVIOUS cost reasons. We promise to spend millions to overhaul how it's done so that in the future we can accommodate highly unusual situations like this".

I work for a Fortune 100 company...I specifically support their manufacturing line. If you knew anything about how these lines worked you'd realize that it would be VERY difficult and impractical if refurbished or repaired units were accompanied with handwritten instructions from the CUSTOMER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

At our cleaning station the whole thing is automated and the union workers there are like androids. Any deviation from their set routine is out of the question. If some kids crayon written note came along with the unit they would probably blow a gasket trying to process it. But I'll suggest to my boss that we change our shop floor app so that in addition to the work instructions that our process engineers come up with we'll add an option for hand written customer requests that can supersede any part of the ISO AND CHANGE CONTROL APPROVED PROCESS.

[The Continental]

Microsoft should have given him a near blank Xbox with a new Halo scribble and a written appology (on the Xbox) from someone big at Microsoft games division, something that could be a thoughtful new beginning. Then a good quality perminate marker and some closed curtain tickets to give him access to new people. Give the guy a way to replace everything that was lost, not just the Xbox.If you could bundle concentrated "wrong" in some kind of frozen orange juice like carton, I reckon it would look a lot like this post.

What the hell? Kid got a great replacement and you think he'd rather have a note saying sorry about the fuck up and an invitation to do the leg work of fixing their mistake?

[DarkDaY]

Very cool Ms and Bungie. Good to see things like this

[Savok]

"We're sorry that like every other manufacturer on the planet our manufacturing and refurbishing process isn't designed to accommodate one off scenarios for OBVIOUS cost reasons. We promise to spend millions to overhaul how it's done so that in the future we can accommodate highly unusual situations like this".

I work for a Fortune 100 company...I specifically support their manufacturing line. If you knew anything about how these lines worked you'd realize that it would be VERY difficult and impractical if refurbished or repaired units were accompanied with handwritten instructions from the CUSTOMER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

At our cleaning station the whole thing is automated and the union workers there are like androids. Any deviation from their set routine is out of the question. If some kids crayon written note came along with the unit they would probably blow a gasket trying to process it. But I'll suggest to my boss that we change our shop floor app so that in addition to the work instructions that our process engineers come up with we'll add an option for hand written customer requests that can supersede any part of the ISO AND CHANGE CONTROL APPROVED PROCESS.
Actually he did it by phone, they told him everything would be ok.

They lied, game companies seem to really enjoy lying for some reason.

[Schnoogs]

Actually he did it by phone, they told him everything would be ok.

They lied, game companies seem to really enjoy lying for some reason.

Oh in that case their process should have handled his request no problem....you know...because some employee said so. :rolleyes:

[UnderHero5]

Oh in that case their process should have handled his request no problem....you know...because some employee said so. :rolleyes:

I think the point is, they should have told him not to send it, since it would all be erased. They shouldn't have lied and said it was fine to send it in like that.

[Schnoogs]

I think the point is, they should have told him not to send it, since it would all be erased. They shouldn't have lied and said it was fine to send it in like that.

who is they? I think you mean the one clueless employee he spoke to that doesn't repressent MS as a collective.

[Serapth]

They lied, game companies seem to really enjoy lying for some reason.

"They" didn't lie. Some pissant making 11$ an hour at an outsourced call center lied. Big fucking shock there!


Well that is of course if you have never used a telephone.

[RUSKULL]

Still doesn't change the fact that when somebody has an important request, MS will completely ignore it. Thanks to all the press this kid has gotten on the internet that MS had FINALLY decided to take notice.

[Serapth]

Still doesn't change the fact that when somebody has an important request, MS will completely ignore it. Thanks to all the press this kid has gotten on the internet that MS had FINALLY decided to take notice.

*sigh*

If you really want to hate on Microsoft please for the love of god, pick something where they are a villian. 99.99% of companies would have encountered the same problem, as schnoogs explained. How many of those companys would do jack shit? A loss of communication somewhere between a call center and reality is nothing new, nor unique to Microsoft.

Personally I think the kid was a bit of an idiot, but I guess thats just me.

[Schnoogs]

Still doesn't change the fact that when somebody has an important request, MS will completely ignore it. Thanks to all the press this kid has gotten on the internet that MS had FINALLY decided to take notice.

Either you're completely ignorant of how big companies work or you're just a nintendo or sony fanboy looking desperate.

[Virtuoso]

Still doesn't change the fact that when somebody has an important request, MS will completely ignore it. Thanks to all the press this kid has gotten on the internet that MS had FINALLY decided to take notice.

They really didnt have to though, but they did.

So quit hating and go waggle your Wii some more.

[WastelandDan]

I love Bill Gates' signature, it looks like it hasn't changed at all since he first learned cursive back in elementary school.

[Serapth]

I love Bill Gates' signature, it looks like it hasn't changed at all since he first learned cursive back in elementary school.

Because of the sheer volume of typing I do these days, my hand writing has definatly suffered. For a time I had very nice writing, especially after takinga caligraphy course, now... I can barely make my mark. This is all thanks to computers, can you imagine how bad it would be for bill???

[Headcase]

I've heard more of these tech-support issues for MS than the other two companies. Granted, since 360s crap out so often, more of them go through tech support and thus have a chance of causing a story like this.

Fact is, there have been a few stories like this about the 360 and none that I know of for the other two. Whoever they're outsourcing to, they screw up a lot. You may say all of these types of call centers are shit, but the one doing 360 service seems to be in a special category of shit.

[bryan]

who is they? I think you mean the one clueless employee he spoke to that doesn't repressent MS as a collective.

Actually that's exactly how it works. When you speak to anyone from your phone company regarding a complaint, and they promise you say to delete the charges, you treat that as coming from the company, and not the individual employee.

At least, that's how I understand it. If an employee is clueless, that is the company's fault, and the company is liable for any result of that cluelessness.

[mister_slim]

who is they? I think you mean the one clueless employee he spoke to that doesn't repressent MS as a collective.

I tend not to absolve companies of the actions of their employees and contractors. Do you really think company representatives should be able to misinform customers?

[Feltoar]

What the hell? Kid got a great replacement and you think he'd rather have a note saying sorry about the fuck up and an invitation to do the leg work of fixing their mistake?
You think it was a great replacement, but I dont. It doesnt do a thing to replace the sentimental value of the original console. Having read the original letter the guy sent in MS I know he was very fond of the signatures and their memories as opposed to the cash value of the console. He has gone around the world to get that thing signed and I think giving him the opportunity to meet more figures and get their signatures would be a much better 'replacement'.

Schnoogs, I got no idea how your post is related to mine... Im talking about what they did after there was the mess up, nothing at all about why/how it happened.

[TheKeck]

That's pretty cool.

[Jack B]

I predict this "good news" thread won't be nearly as long the "bad news" thread. Funny how that works... :)

[Ancalagon]

Is it just me, or is this overkill to avoid bad press?

I mean, I sympathise with the kid, I really do. But Bungie already made amends. Is Microsoft going to do this for every sob story they hear that happens to make the press?

[Generation ABXY]

Even though I thought the story was suspect to begin with, it's nice to see so many people trying the right it. Still, I hope the guy learned an important lesson from this: Don't play with collectibles like that. I realize there's a chance he may not have the money to go buy another 360, but still, you don't see intelligent people going out and playing catch with a ball signed by Babe Ruth.

[pheriannath]

Well, at least he can keep this one as a display model - remember that this was all caused because his original one was "repaired". Now he has two.

Let's hope he's not a complete dipshit and decides to use the signed one as his main console again.

[lockwoodx]

I think microsoft did good in this situation. The other million or so bricked 360s... not such a good situation.

[Schnoogs]

Actually that's exactly how it works. When you speak to anyone from your phone company regarding a complaint, and they promise you say to delete the charges, you treat that as coming from the company, and not the individual employee.

At least, that's how I understand it. If an employee is clueless, that is the company's fault, and the company is liable for any result of that cluelessness.

So if an MS employee is pissed off and promises that the 360 will return gold plated and it doesn't then clearly MS is an evil company. :rolleyes:

THOSE ASSHOLES!!

[Schnoogs]

Do you really think company representatives should be able to misinform customers?

No...and noone suggested that they should. What that has to do with MS adjusting their manufacturing process to accomodate the garuntee of an employee who was most likely never authorized to make such a claim is beyond me.

It sucks for the kid...but people are literally saying that this is proof that MS is evil.

[Furious Wang]

No...and noone suggested that they should. What that has to do with MS adjusting their manufacturing process to accomodate the garuntee of an employee who was most likely never authorized to make such a claim is beyond me.

It sucks for the kid...but people are literally saying that this is proof that MS is evil.

If you call up a company and they say "ok, this is how its going to be," and that's not how it is, then you're justified in being upset. It really doesn't matter who on the authority chain made the claim. Every employee of Microsoft represents that company on some level. If the fucking janitor goes on a rampage, the news articles will read, "Microsoft janitor kills 8 at local mall."

The point is, at some point there was a breakdown in the training process. Microsoft's extensive indoctrination and training course should have, at some point, told these representatives either you are or are not authorized to make certain guarantees. Microsoft is responsible for the mistakes their employees make. It may not be legally responsible, and you may not think the company is morally or ethically responsible, but Microsoft does at least have an interest in maintaining a positive image. Issues like these break down that image pretty quickly.

Anyway, I think Microsoft has more than compensated that guy for his troubles. Someone made a mistake and the company fixed it. I think they did the right thing.

[Disgustipated]

No...and noone suggested that they should. What that has to do with MS adjusting their manufacturing process to accomodate the garuntee of an employee who was most likely never authorized to make such a claim is beyond me.

It sucks for the kid...but people are literally saying that this is proof that MS is evil.

I find it funny. That's proof that MS is evil? Really? That's grasping at straws, even for the Internet. And considering MS sent an even BETTER Xbox and a bunch of swag to the kid... case closed.

[mister_slim]

No...and noone suggested that they should. What that has to do with MS adjusting their manufacturing process to accomodate the garuntee of an employee who was most likely never authorized to make such a claim is beyond me.

It sucks for the kid...but people are literally saying that this is proof that MS is evil.

No one is asking MS to adjust their refurbishing process. The point is simply that if an MS representative makes a guarantee, the company is making that guarantee. If the company cannot follow through, they need to make amends. In this case I think MS went above and beyond, but they were still responsible for the situation. There was a failure on MS's end, probably in the phone rep training or documentation. I find it unlikely reps are even authorized to guarantee the return of the original console.

[carnage11]

That's what I'm talking about! He got way better shit now. That's awesome, I'm glad MS and Bungie did that for him. That was really cool. I have more respect for MS lately. They seem to always make things right, at least when the internet blows up. I'm sure if this wasn't such a big headline they would've told the kid to go fuck himself. Well I guess it has something to do with him knowing someone in Bungie personally.