Complaint Review: XBOX - Redmond Washington

XBOX needs to be exposed AND sued! I will await seeing this giant blasted on national television for ripping off kids to line their fat greasy pockets!!

Consumer's Original Complaint :

on September 20 or 21, 2007 my son purchased a new, unused xbox 360 from Gamestop in Napoleon, OH. On December 31, 2007 my son purchased 3 new, previously unused games from Best Buy # 228 in Fort Wayne, IN. customer service PIn on best buy reciept is 0228 010 3817 123107. On January 1, 2008 the XBOX 360 console destroyed two games purchased the previous day. Assasins creed, retail price $39.99 and Meet The Robinsons, Retail price$29.99, . This is a total of $69.98 plus 6% sales tax. I called Xbox customer support and filed case # 1054307865. The customer service agent told me if we could verify the unit caused the damage without being moved during operation to call back for a repair order. She also informed me of their disc replacement plan. I looked on the website for their DRP and found only approx 10 games are covered for replacement and they charge a fee for doing so. Neither destroyed game was listed. I instructed my 13 year old son to test the unit using his Halo 3 disc as they are offering free replacement though Feb 1st. As soon as he powered on the unit, the disc was destroyed. I called back to customer service and spoke to an agent in the hardware department who issued the service order for the unit. I also spoke with a supervisor in the hardware department regarding the destroyed discs not on their replacement plan. One of these people gave the name victor, though I am not certain which. They claimed there was nothing they could do to compensate for the discs destroyed by their defective unit since they were the hardware department. I was given the reference # 1054310130 and was transfered to Jeff in the XBOX live department whom they assured me could offer either an extended length on my son's live membership or marketplace points to compensate for my son's $70 loss. Jeff told me no, they would no do anything and attempted to transfer me back to the hardware department for the disc replacement program. I yelled at him no and asked for his supervisor. I was transferred to Melody who was increasingly rude to me as the call proceeded and claimed that as a supervisor she had no authority whatsoever to authorize either a membership card to xbox live or marketplace poins that he could use upon the return of his console from their service department. The fact remains that their defective console is responsible for the destruction of a total of $140 in games(3 discs) only one of which they say they will compensate for by replacing the disc. While I do understand that they do not have copies of games from other manufacturers to replace his other games with, I also understand that their defective piece of hardware is at fault for the damage and they are refusing to compensate a 13 yer old boy for the $70+tax in christmas gift money he spent on games he was able to enjoy for less than 24 hours. Considering the source of the damage, I feel microsoft is responsible for compensating him for his loss.

Consumer's Desired Resolution:

I want my son sent a one year card for xbox live gold membership(retail price $49.99) and $25 in microsoft marketplace points. This covers the retail price of the two destroyed games which were not published by microsoft as well as the tax.

BBB Processing

01/01/2008 web BBB Complaint Received by BBB

01/02/2008 KEP BBB Microsoft Complaint Validated by Operator

01/02/2008 Otto EMAIL Microsoft - Inform Consumer

01/02/2008 Otto EMAIL Inform Microsoft of Complaint

02/09/2008 BBB MORE INFO RECEIVED FROM THE CONSUMER : Had a call from Jeff today 2/9.07. Am certain that this is same jerk I spoke with originally in Live dept as this call was on Saturday and Legal offices WOULD NOT BE OPEN today! He was an A@@ to me. I am very angry now and want response desired from XBOX legal IMMEDIATELY or I will start emailing the press!!

02/12/2008 WEB BBB RECEIVE BUSINESS RESPONSE : 2/12/2008

RE: Your complaint to the Better Business Bureau

Case Number: 22143284

Dear Cozette,

A copy of your report filed with the Better Business Bureau of Oregon & Western Washington regarding your Xbox Video Game System has been forwarded to Microsoft.

Our records indicate, that we contacted you by phone on the of February in regards to your Xbox console. We are unable to comply with your request for replacement of your game discs.

We suggest that you consult the instruction manuals for the games, and contact the respective publisher for proper replacement.

Thank you for your continued support of Microsoft Xbox gaming platform.

If you have any further concerns regarding this issue, please contact 1-800-4MY-XBOX and use ticket number: 1054484568. Otherwise we will consider this issue closed.

Sincerely,

Kevin Lamb

Xbox Customer Support

Microsoft Corporation

cc: Better Business Bureau of Oregon and Western Washington

02/12/2008 REJ EMAIL Forward Member Response to Consumer

02/13/2008 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)

You(XBOX) made ABSOLUTELY NO ATEEMPT WHATSOEVER to resolve the problem. The games ruined by your defective console were personal propery and your console, due to it's defect, caused damage to personal property. Legally, you are responsible for that. If I had a console short out due to a defect and burn down my home...you d**n WELL would pay for the damages. The fact remains that I was told by the hardware department that my son WOULD recvieve something in compensation for his destroyed games, NOT CONSOLE DOWNTIME GAMES, from the LIVE department. Since you REFUSE to honor what I was promised by your people, I will now begin contacting press agencies across the US with my story about how you rip off the youth of america to line your own pockets with their hard earned money. Be advised that I KNOW it was the samer jerk who treated me poorly on January 1st whenm I phoned customer service who called me in February. The call was recieved on Saturday. Legal offices are CLOSED on Saturday. You have not attempted to resolve the issue. You have not taken your legal responsibility for damage to personal property. You have ignored the complaint and ripped of a 13 year old kid. I am contacting the press. I hopre it's worth the money to you. $* hours is going to LOVE this story!! Enjoy seeing your company dragged through the ringer over less than a hundred bucks!

Tired of this sh*t

northwest, Ohio

U.S.A.