Peter Moore interview, part three (answers to readers’ questions)

By Mike Antonucci
Monday, May 7th, 2007 at 5:24 pm in Dean and Nooch on Gaming, Mike Antonucci, General.

         OK, here we go with the last portion of my roughly half-hour interview with Microsoft’s Moore on April 19.

         There’s an occasional contribution from me (flowing naturally from the conversation), but this is mostly Moore responding to questions that readers hoped I could squeeze in.

         The first question was about Xbox 360 backwards compatibility, and, only by coincidence, Microsoft had made an announcement on that subject a few hours before the interview. So I put the released info on this blog the following day (April 20), and therefore I’ll skip the question here and just attach the info for your convenience.

        In a day or so, I’ll also combine all three parts of this into one for-the-record post (although I generally try to stay away from posts of such length).

       Part three:  

        Q (from reader): Gosh darn, all this talk about the portfolio, but all I see on Arcade are more shooters, and every other game announced for the system seems to be a shooter.Whatcha gonna do about that? I feel like I need to purchase a Wii just for some variety. I loved “Viva Pinata” but there’s gotta be more than just shooters and racers right?

       A: So, they should have gone out like 290,000 people did in the first five days and bought “Guitar Hero II,” which is my latest addiction, ’cause i love it. And a old guy like me picking up a guitar and playing, if I can do it, anybody can do it. And then they should start looking at all of the movie games that are coming out. I just looked at all of our blockbusters for movie games — “Ratatouille'’ and all the stuff that’s coming out this summer. They should go to Xbox.com and take maybe  a little bit more of a deeper look at all of the games that are coming out.   

      Q (from reader): Has Microsoft given any thought of producing a CG animated “HALO” series? The CG footage at the end of the “Gears of War” game was awesome. If Halo produced something of this standard (or the even the CG effects from the Halo Wars RTS game footage) and maybe started out by following the scripts from the Halo novels, it would be a big winner for all (Microsoft, “Halo” fans and animated fans in general).  

      A: So, CG isn’t cheap, and if  read into that, you’re almost saying,  “Let’s get the ‘Halo’ movie back on track again.'’
 
      Q (Antonucci): Well, “Star Wars'’ fans, for instance, get all that “Star Wars” animation. So I think he’s just hoping that “Halo” will have the kind of animated outlets  that . . .

       A: And I would love to talk about “Halo 3,” but I can’t talk about “Halo 3.”
 
      Q (Antonucci): But that’s not animation (in the context of the question).

       A: No, it’s not animation, but there’s enough stuff in there, in the stuff that I’ve seen, that’s going to get people excited. And y’know. I’ll back down a little on getting into detail on this because we’ve got some stuff (but) I just don’t want to give the game away.

      The next question was about the Xbox Live Diamond Card program, but there was some confusion about what the reader meant, so we mostly put it aside. Some e-mail exchanges with the reader followed and I’ll eventually deal with those in a separate post.

       Q (from reader):With the success of the Wii Controller and the encouraging words from developers about the (Sony) Sixaxis does Microsoft plan on, or have the ability to, adding a motion sensitive controller to their system?    

       A:   We certainly have the ability. Whether we believe it’s something that we need to do, in the current state of where we think our business is, is probably a better question. We have already done this before with a controller called the Freestyle, which many of your
readers will remember, which actually had a very similar motion to the Sixaxis. It was for the PC. . . . We admire — I’m on record ad nauseum — what the Wii is doing with the Wii remote. And the Sixaxis, I’ll maybe be a little bit more critical of the reader’s comment that there’s a lot of positive (momentum), because I don’t see a ton. But I’m sure I don’t know what’s in the pipeline from developers working on the PS3.  But I feel pretty comfortable where we are.

      At this point, I made reference to feedback I’d been getting about a story I’d done on the PlayStation 3 being used in medical research, with PS3 owners running software simulations as part of Standford University’s Folding@Home project. I rephrased a blog question into something a bit broader:

       Q: Are we overlooking or is there anything in the works that would make the Xbox that kind of multi-purpose device?

       A: We continue to look at this and see whether there’s real value. (Moore mentions that Bill Gates “quite frankly has had a conversation about this” and notes that Gates is interested in applying “philanthropic processing power to big problems'’). But I’m not quite sure yet whether we’re seeing real tangible results from the PlayStation 3 Folding@Home initiative.

       Q (Antonucci): There seems to be an enormous amount of participation that’s leading to a lot of speed-up in that research.

        A: Then if we truly believe that we can in some way marshall the resources of a much larger installed base of Xbox 360 owners, with a processer that’s of equal power to the PS3, then you have my commitment that we’ll look at that. And if we believe we can add value to solving a gnarly problem such as the medical problems and the health problems that Folding@home seems to be doing, then we’ll certainly look at that very strongly.

      Q (from reader): I’d like a straight answer on issues with hardware quality (have suffered through 2 defective 360’s in a 7 month span and am about to call it quits with this system). MS claims an ‘accceptable’ 3% failure rate but I imagine the actual number to be much higher — perhaps 2x or 3x more?

       A: I can’t comment on failure rates, because it’s just not something  – it’s a moving target. What this consumer should worry about is the way that we’ve treated him. Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now. I’m not going to comment on individual failure rates because I’m shipping in 36 countries and it’s a complex business.

        Q (from same reader): Also, will future models be designed to run quieter? The fan noise generated from my 360 is so loud as to distract.

         A: Noise is something I don’t bury my head in the sand about, and it’s primarily the DVD drive. People get confused with the fan noise, but it’s actually, in some instances, the 12x spinning of the disc that annoys some people. The great majority of people actually don’t notice it, but it’s something we continue to look at. We take that
feedback very seriously from consumers, and we’ll continue to look at it. Can’t tell you, can’t make you any promises, that it’s something that’s going to be fixed overnight. I don’t notice it, but maybe I’m different. But I am not oblivious to the fact that some people do. 

         Q (from reader): What is the most important thing for Microsoft to accomplish in this calendar year?

          A: Contrinue to broaden our  base. . . .  If you have an installed base that continues to grow, then good things happen. If we can maintain our attach rate as strongly as it is, (good things happen) for the eco-system, the multi-billion-dollar eco-system that surrounds us, whether it’s our publishing or development partners around the world. We need to continue our momentum. We of course need to have great success with games like “Halo 3,” which I think will be the story of 2007.

       Q (from same reader): It seems like consumers are identifying with the Wii. What do you believe are the current reasons for the Wii success and how is Microsoft positioned to address these? 

       A: So I think the Wii is a combination of innovative input — and I’ve been on record (about that) for two years since I first saw it in Tokyo when Iwata-san brought those controllers out — but price is  also a major advantage for Nintendo. Their intellectual property has always been strong, has been for a decades. The question is going to be, as we get further down into the life cycle, how sustainable the experience is going to be, how much third party support is going to continue to grow for the platform. And we’re not blind to the fact that we continue to need to make our platform more approachable. Our work with Activision in making “Guitar Hero” such a success over the last couple of weeks, I think, is the tip of the iceberg of some of the work you’re going to see around a more approachable platform. At the same time, I don’t want to lose my hard-core guys, who I love to death and who are huge fans of what we do.

        Q: (Antonucci): Last question. I’m going to let you read this one out loud yourself, because there’s a name in here that apparently this reader thinks you’re going to be familiar with (but) that I’ll
probably butcher the pronounciation of.

        A: “What is Microsoft’s current relationship with Tomonobu Itagaki and why not purchase a Japanese company to gain a foothold in Japan? “

        Itagaki is a great friend of mine. Itagaki-san is the key developer behind such great games as “Dead or Alive'’ or Ninja Gaiden.'’ And of all the Japanese developers, from the
very git-go, he believed in the Xbox platform. I’m talking Xbox,
not Xbox 360 . . . and more recently through Xbox 360. I’m a huge fan of his. I’ve spent a lot of time with him in Japan. Y’know, he’s a unique individual with the glasses and the long hair. And his games are always interesting of course. The way that the DOA girls show up is always popular within the gaming ranks. . . . I’m a huge fan because of the commitment he gave us early, particularly in the face of ridicule from the Japanese developers and publishers who thought he was an idiot for getting behind Xbox. We now look at great cases  like Capcom, who have come to the fold and are are doing phenomenally well with Xbox 360. . . .As regards purchasing a Japanese publisher, we’ll never comment on our acquisition plans at all.

         Q (Antonucci): But the larger issue is making more headway in Japan.

          A: And you may argue that purchasing a publisher would do that. I’m not totally sure that would be the case, because if you purchase someone, that makes them a first party, and that actually dilutes the value of what you’ve just done, so there’s a business reason why that becomes difficult. I would rather focus on what I’ve done for many many years, which is travel on a regular basis to Tokyo and build relationships with those publishers. One thing I’ve seen — and I’ve been going to Tokyo now for eightyears, probably 50 times in the last eight years – is there’s a more global outlook now from Japanese publishers than there has ever been. Capcom (is) the best  example of that with “Dead Rising” and “Lost Planet,” with which they’ve done incredibly well. They realize the Japanese domestic market is insufficient to sustain them without globalizing, and, quite frankly Westernizing the way that they go to market. Konami, Sega, Capcom, Namco — all doing that same thing. And that bodes well for us, because obviously they see our strength in the Western world and they’re becoming great partners of ours.

———————————————————————— Here’s the April backwards compatibility release, referencing www.gamerscoreblog.com:
         Xbox 360 Backwards Compatibility List Updated

         posted Thursday, April 19, 2007 11:13 AM by johnporcaro

         Another Backwards Compatibility Update!  The emulation ninjas have been hard at work, putting the finishing touches on the latest version that just went live. I’m personally pretty excited to be able to pull out copies of Star Wars Republic Commando, Munch’s Odyssey, and Panzer Dragoon. 

       Here’s the list of new games.  For details (including how to download an ISO), check Xbox.com.

Tenku (Japan only)
Avatar: The Last Airbender (US)
Avatar: The Legend of Aang (EMEA/ANZ)
Breakdown
Call of Duty 2: Big Red One
Call of Duty 3
Cars
Crash Bandicoot 5: Wrath of Cortex
Daisenryaku VII
FIFA Soccer 2007
Full Spectrum Warrior
Guilty Gear Isuka
Innocent Tears (Japan only)
Jet Set Radio Future
King of Fighters 2002
King of Fighters: Neowave
Mad Dash Racing (Japan only)
Mech Assault 2
Mercenaries: Playground of Destruction
Nascar 2006: Total Team Control
NFL Fever 2004
Oddworld Munch’s Oddysee
Panzer Dragoon Orta
Petit Copter (Japan only)
Phantom Dust
Reservoir Dogs
Return To Castle Wolfenstein
Rugby League 2
Sengoku Warriors (Japan only)
Sonic Riders
Soul Calibur 2 UPDATED
Spider-Man 2
Star Wars: Republic Commando
Street Fighter Anniversary Collection
Tiger Woods PGA Tour 07
Tony Hawk’s Underground
Ultra Bust a Move /ULTRA Pazzle Bobble
Unreal Championship 2

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35 Responses to “Peter Moore interview, part three (answers to readers’ questions)”

  1. Video Game News » Blog Archive » Moore on 360 failure rates, Folding@Home, more Says:

    […] Speaking to Mike Antonucci of the Mercury News, Microsoft’s Peter Moore answered readers questions about the Xbox 360. Among the more interesting questions was from a reader who had gone through two Xbox 360s within 7 months. When asked for a “straight answer” about 360 failure rates — and whether or not they were higher than 3% — Moore deflected the issue, saying that customers should focus on the treatment of the problem and not the problem itself. In other words, quality of customer service is more important than the quality of the product. According to Moore, “Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now.” Moore further stated that he couldn’t comment on specific failure rates because he was “shipping in 36 countries and it’s a complex business.” […]

  2. Xbox cheat x box cheats 360 xbox360 » Moore on 360 failure rates, Folding@Home, more Says:

    […] Speaking to Mike Antonucci of the Mercury News, Microsoft’s Peter Moore answered readers questions about the xbox 360. Among the more interesting questions was from a reader who had gone through two xbox 360s within 7 months. When asked for a “straight answer” about 360 failure rates — and whether or not they were higher than 3% — Moore deflected the issue, saying that customers should focus on the treatment of the problem and not the problem itself. In other words, quality of customer service is more important than the quality of the product. According to Moore, “Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now.” Moore further stated that he couldn’t comment on specific failure rates because he was “shipping in 36 countries and it’s a complex business.” […]

  3. m.onstro.us Says:

    Moore Mushroom Treatment…

    Hrm… So, do you actually have ANYTHING USEFUL to say Mr. Moore? You know, since you basically skirted two very serious problem oriented questions about the 360?
    * Q (from reader): I’d like a straight answer on issues with hardware quality (…

  4. trancekr in the wonderland Says:

    Peter Moore interview…

    Click here

    Peter Moore interview, part three (answers to readers’ questions)
    By Mike Antonucci
    Monday, May 7th, 2007 at 5:24 pm in Dean and Nooch on…

  5. RoboChocobo Says:

    Moore, please, give us a little credit. We’re not 12 year olds.

    The public consensus is that the 360 has a generally higher than average failure rate. All of Microsoft’s “statistics” won’t get rid of this perception, whether it’s true or “not”.

    Then to further refuse to acknowledge the fan/DVD noises…

    Give us a Date for the 65 mm chips, and start putting in quieter drives into the 360.

  6. Slipstream BRO Says:

    Mike,
    Thanks so much for getting the q’s asked!! Much obliged, Sir (err, Mike). It’s encouraging to read that Microsoft is interested in finding out some different ways to use the 360 other than just entertainment. I’ll be waiting with eager ears(eyes) for the release whenever it comes.

    Mr. Moore, thanks so much for answering the q’s. It is very much appreciated.

  7. Lesaras Says:

    I honestly don’t think the Xbox360 has very high hardware failure rates. It is just that everytime one does fail, you hear about it all over the place. But you’ll never hear about my perfectly working two 360’s.

    Though I agree Moore needs to cut out the question dodging.

    And get the Halo movie started or say you are going to cancel it already.

  8. spotanime.com » Blog Archive » My Preciousssss… Says:

    […] Having recently been initiated into the Ring of Red club, I wanted to make mention of a recent interview with Peter Moore. Sure, lots of people are experiencing problems with their Xbox 360s, to the point they have to be sent in for repair. But the process, as I just have gone through it, couldn’t have been less intrusive. […]

  9. xbox topic » Peter Moore Talks Japan, Sixaxis, Folding@Home and Dead 360s Says:

    […] Peter Moore of Microsoft has a nice interview with Mike Antonucci of Mercury News where he answers many of the questions we have on our minds in Xbox 360 land.  Concerning the problem of dead 360s, he stresses that you focus on how they’re dealing with customers, not focusing on the faulty hardware.  He says he feels comfortable about Microsoft’s position on the controller front, and says that Bill Gates himself has discussed the possibilities of throwing the massive power of the 360 into some philanthropic direction such as Folding@Home.  He certainly leaves open the possibility: “Then if we truly believe that we can in some way marshall the resources of a much larger installed base of Xbox 360 owners, with a processer that’s of equal power to the PS3, then you have my have my commitment that we’ll look at that. And if we believe we can add value to solving a gnarly problem such as the medical problems and the health problems that Folding@home seems to be doing, then we’ll certainly look at that very strongly.” […]

  10. Colin Says:

    Mike I hope you can get this to P. Moore. Stop side-stepping from the issues with the 360. Do you not see that you are pissing off your most rabid fans?

    And yes Guitar Hero was a “different” game from the shooters but as I had asked what else do you got?

    Come on, we want the real deal.

  11. XBox360 Cabinet » Moore on 360 failure rates, Folding@Home, more Says:

    […] Speaking to Mike Antonucci of the Mercury News, Microsoft’s Peter Moore answered readers questions about the Xbox 360. Among the more interesting questions was from a reader who had gone through two Xbox 360s within 7 months. When asked for a “straight answer” about 360 failure rates — and whether or not they were higher than 3% — Moore deflected the issue, saying that customers should focus on the treatment of the problem and not the problem itself. In other words, quality of customer service is more important than the quality of the product. According to Moore, “Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now.” Moore further stated that he couldn’t comment on specific failure rates because he was “shipping in 36 countries and it’s a complex business.” […]

  12. PS3@MacVillage » Peter Moore und die roten Ringe Says:

    […] Neben meinem Fernseher stehen derzeit Xbox 360 und PS3. Für welches System ich in Zukunft Spiele kaufen werde, die für beide Konsolen erscheinen, dürfte der Blog hier auch erklären. Auch wenn man vermutlich gleich als »Fanboy« abgestempelt wird, kann ich mich köstlich über zwei Auszüge eines Interviews mit Peter Moore amüsieren. Peter Moore? Das ist der Mann mit dem netten Titel »Vice president of the Interactive Entertainment Business in the Entertainment and Devices Division of Microsoft Corporation«. […]

  13. erbits Says:

    […]  Original Story […]

  14. Algo similar ao Folding@home é possível no Xbox360 « Guri de Apê Says:

    […] Algo similar ao Folding@home é possível no Xbox360 Publicado Maio 9th, 2007 Xbox 360 , Microsoft Em entrevista ao site Mercury News, Peter Moore, da Microsoft, comentou sobre a possibilidade do Xbox 360 se engajar em um projeto similar ao Folding@home, da universidade de Stanford, que conta com o poder de processamento de Playstations 3 que estejam ociosos para auxiliar na realização de cálculos em pesquisas médicas. […]

  15. Enterpol Says:

    How can Moore mention ONE game (guitar hero) and say the xbox360 games aren’t mainly driving/1st person shooters? Also, what does counting movie based games do but further dodge the q; the majority are horrid and the newest one out (Spiderman 3) only got 3 stars from Gamespy….. oh wait, I forgot the 3rd person SHOOTERS, lol. Also, when will MS learn that if you admit a prob. and say you’re working on it, it’ll go over WAY BETTER than stating that you don’t notice the problem or that it simply doesn’t exist or that the consumer should just get over it and ‘things break’(a.k.a LOUD DVD drive, failure rate, lack of dif. genre games,etc.) Also, until recently, if I had to look at MS for customer service, they’d get an F- (slow shipping, outsourcing to help I can barely understand,

  16. Multiplay » Blog Archive » Folding@Home on 360? Possible says Moore Says:

    […] [GamesIndustry.biz via Kotaku] Mercury News […]

  17. 10e Says:

    As a somewhat avid participant of Folding@Home I would only have a concern, that with a high hardware failure rate, how Folding@Home’s intense system demands would affect the longevity of my (second) Xbox360. I only know of one friend who has not had to return his at least once, and I don’t need to accelerate the potential death of my current replacement in “philanthropic causes”.

    And yes, while the return process of my console was satisfactory, I still spent a week of paying for Xbox Live that I could not use, so Mr. Moore may want to directly address these concerns in the future.

  18. Xboxic » Moore: “I’m not going to comment on failure rates” Says:

    […] Moore: “I’m not going to comment on failure rates” Posted in General, Xbox 360, Hardware by Ross Hayward on May 11th, 2007 at 0:10 Ah Microsoft, as vigilant as ever at dodging the questions that matter the most. It’s been an up and down ride as a 360 owner (as some of you have found out), with failure rates appearing to be slightly higher than the average consumer product in the electrical department. In a recent interview, Moore was asked to give a direct answer about the failure rates, however his response was perhaps not what people had anticipated. Q : I’d like a straight answer on issues with hardware quality (have suffered through 2 defective 360’s in a 7 month span and am about to call it quits with this system). MS claims an ‘accceptable’ 3% failure rate but I imagine the actual number to be much higher — perhaps 2x or 3x more? […]

  19. Peter Moore echa balones fuera respecto a las tres luces rojas at AnaitGames, elegantes al 100% Says:

    […] Peter Moore, presidente de la división de entretenimiento de Microsoft en una entrevista nos deleitó con perlas tales como: I can’t comment on failure rates, because it’s just not something - it’s a moving target. What this consumer should worry about is the way that we’ve treated him. Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now. […]

  20. Blog Dominicano » Blog Archive » Informática distribuida: Xbox 360 vs PS3 Says:

    […] vINQulos Noticia original San Jose Mercury News […]

  21. Fool me only once! Says:

    Peter Moore did nothing but dodge the hardware failure question, despite what I see as Micro$ofts and Peter Moores apparent thinking that were all uninformed idiots, there are some of us who know that EVERY Xbox 360 is defective out of the box and what that defect is. Yet Mr Moore’s attitude is basically ” eh,things break” Yeah thats what I wanna hear after paying nearly $500 dollors for a 360 last year of which 3-4 months later and I get a E-74 error and constant freezing up!. Hell, my first Xbox,PS2,Gamecube all continue to work flawlessly yet the 360 can’t even last 3-4 months!

    Hey Moore rather than dance around the 360 hardware failure issue which is obviously what you and Micro$oft are just gonna continue to do, why not use that saved up energy and look into actually getting the 360 fixed!…A glob of epoxy is NOT a fix!. Wonder how long it took to come up with that solution to the problem, all of 30 seconds?

    Its really obvious by now that Micro$oft has no intention of actually fixing the problem that leads to the 360s failing. Their solution of throwing a glob of epoxy at it and their recent revisions to their 1 year warranty shows crystal clear Micro$oft intends to ride this out as long as it can until their next console launches.

    I’m still under warranty but one things for sure the day I have to pay to fix my defective 360 is the day i’m done with the Xbox. Either way i’m picking up a PS3 and Wii in the near future.

    Micro$oft has already lost the next gen war in my opinion as I won’t be buying their next console. They’ve just handled this whole issue wrong, combine that with Moores latest statments and well i’m left with nothing but a bad impression and nothing but regret on buying a 360.

    In retail theres a saying…”People don’t complain, they just don’t come back.” Micro$oft could learn something from that saying.

  22. Wekko.net » Blog Archive » Xbox360’s softwarematig gesloopt Says:

    […] Over de totale defecten-ratio is de afgelopen 2 jaar al vaker een hoop te doen geweest. Zo gaf Electronic Arts aan dat percentages van 30 tot 50 procent realistischer zijn dan de 3 tot 5 procent die Microsoft opgeeft. Dit werd vervolgens weer ontkend door Microsoft. Vandaag is er weer een hoofdstuk bij gekomen in het verhaal. Meneer Xbox, Peter Moore, kreeg de vraag voorgeschoteld hoeveel de ratio nu daadwerkelijk is. Hij zegt daarop het volgende: I can’t comment on failure rates, because it’s just not something – it’s a moving target. What this consumer should worry about is the way that we’ve treated him. Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now. I’m not going to comment on individual failure rates because I’m shipping in 36 countries and it’s a complex business. […]

  23. ah527venom Says:

    In regards to the hardware failure issue, Im surpised your so confident in your GREAT service.

    I wish this story could be on the desk of Peter Moore.

    heres what happend with my xbox 360

    2/15/07 Launch (or second release) 360 gets the 3 red light ring of death.

    2/16/07 Call xbox support and they tell me my console is exactly 30 days outside the year warranty, and that I would have to pay for the repair. I ask to talk to a supervisor and after waiting along time I do get to one. The supervisor says they can give me 50% off the repair and give me free shipping. I told him I thought they should repair it for free, and then the supervisor ends up hanging up on me. I call back and get to a second supervisor who say he can escalate to there level 3 people and possibly get me a free repair. He informs me I will receive a call from some on within 48 hours.

    2/19/07 I get a call back from Microsoft on my issue. They inform me I will have to pay. I then asked them what level of agent, I.e. L1, L2, L3. They inform me there are an L2 which is the same as the supervisor I talked to the evening before. So this is messed up that they were lying to me. So anyways I pay the $70 repair fee since they are still willing to give me 50%.

    2/26/07 I received the box. Before packaging it up though I took a Sharpee and put a couple marks on my case, and they void warranty sticker to see if they actually open the case. Then I package it up and ship it back.

    3/9/07 I receive my console back. I plug it in and guess what, it kept freezing and would still sporadically give the red ring o death. I look at the case, it is the same one and guess what, the marked void warranty sticker is still marked which means they didn’t even open mine up to do any kind of repair.
    I then proceed to call them again. I talked to another supervisor and requested a refund since they did nothing, he kept saying he couldn’t…. anyways they send me out another box.
    At this point I actually filed a case with the BBB about the horrible service I have received. And request a refund for the repair along with a new 1 year warranty.

    3/12/07 the following workday day I receive a call from Helena (or something like that). She is calling in reference to my BBB case and apparently she only read half of the notes because she only referred to my request for the warranty being extended which she refused. Then she gave me the tracking number of the box they were sending me.

    3/19/07 so I finally receive my shipping box and send it in AGAIN.

    3/29/07 after another long wait I receive the box back, this time it looks like UPS has dropped it off a 2 story building. I open the box and the faceplate is broken and there are loose parts inside the xbox.

    3/30/07 the following day Helena calls me again to make sure I received my xbox back and see if everything was ok. I explain that this one is broken due to shipping issues. She says she will send me out a new box. I then ask her if they can refund me for the repair and she says “we can look into it if the NEXT console is messed up”. I then ask what assurance I have that the next one will not be messed up. She explains to me that my specific issue has been “Flagged” so it won’t happen again. She also informs me that they will give me a 1 year warranty on this next console (which I really don’t believe is going to happen since they can’t put it in writing). LOL.

    4/2/07 the Following work day a get a call from Helena with the tracking number for the next return box, and then a couple days after that I receive the box, I package it up and put the loose broken parts in a zip lock bag and send it all back.

    4/26/07 after waiting again I receive my xbox back AGAIN. I open it up and at this point I am hysterically laugh, after all this I lost it, I can’t even be mad over the issue. THEY SENT ME THAT SAME CONSOLE WITH THE BROKEN FACEPLATE. Minus the little plastic bag with the loose parts. Also there were still loose objects inside the xbox.

    4/27/07 the following day Helena calls me again to see if I have received my console and its working. I didn’t answer her at first instead I ask her if they sent me the same console I had received previous to this. And she says yes. I then ask her what they actually did to my xbox to repair it, and she says she doesn’t have notes on that. BS. Then she asks me “why is there something wrong with it”, and I explain they did nothing to repair it, except take it out of the box and put it in a new one and ship it back to me. She then informs me the MIGHT be able to get me a new console rather than a refurbished one. I told her that would be fine if they can also refund me my money for the repair since they obviously didn’t repair anything any of the times. She says she can’t do it. Then I ask if I can get Elite in exchange for this one and of course she says no. I then demand a refund since I haven’t got any kind of repair and they are wasting my time with all of this BS. So anyway she informs me that she has to send a case to their corporate office to get it approved for a new one, and this will take 48 hours. I then ask her if they can expedite the shipping which of course with their service they refuse. I also ask if they can at least send me the return box now rather than wait for the approval for the new console. And she refuses this also.

    5/1/07 I receive another call from Helena two business days later. She says they have approved me for a new console, I ask again for a refund and/or expedited shipping, and of course the only thing that comes out of these monkeys mouths is the words “I’m sorry but I cant do that”(at this point I’m pretty sure I’ve heard that response at least 30 separate times.)

    5/2/07 the next day I get a call from Helena and she gives me the tracking number of my return box. And a couple days later I receive it and ship it back.

    5/15/07 yesterday I get a call from Helena and she informs me they have shipped me a new xbox and gives me a new tracking number

    This is great, over 5 1/2 hours on the phone and 90 days later….
    Mr. Moore, I love your assurance of receiving GREAT service. Thank You.

  24. The Real Statistics for the Red Ring of Death? « Hawty McBloggy Invites You to Play! Says:

    […] During a recent interview on April 19th, 2007 Peter Moore, corporate vice president of the Interactive Entertainment Business in the Entertainment and Devices Division of Microsoft, dodged a question in regards to this subject matter. From The Mercury News : […]

  25. Tim Anderson’s ITWriting - Tech writing blog » How many XBox 360s have failed? Says:

    […] How many XBox 360s have failed? By Tim Simple question. In the early days Microsoft stuck to its story about 3-5%, muttering about “industry average”. More recently Peter Moore, in an interview with Mercury News, ducked the question, saying: I can’t comment on failure rates, because it’s just not something  – it’s a moving target. What this consumer should worry about is the way that we’ve treated him. Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now. I’m not going to comment on individual failure rates because I’m shipping in 36 countries and it’s a complex business. […]

  26. GAMER.BLORGE.com » Blog Archive » Microsoft’s XBox 360 secret: failure rates? Says:

    […] Microsoft reponded that “there is not a single root cause or systemic issue,” saying rather that many things could be reponsibile. But earlier this month, Microsoft’s Vice President of Entertainment, Peter Moore, was called out in Silicon Valley during an online interview with the San Jose Mercury News. […]

  27. Bill Compton Says:

    Hi Jim. Photos i received. Thanks

  28. Ed Says:

    “Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now.”

    Microsoft support has so far been the worst I’ve ever had to deal with. I had problems with my xbox within two weeks and all i got was the same pr rubbish repeated at me down the phone. Then I had to deal with getting my live arcade purchases on the replacement console. It took over a month with me phoning them every couple of days to try and get them to do what they promised they could only to be told that they were getting an error which they didn’t know the cause of (and this was TECHNICAL support i was talking to). Eventually someone rang me up to apologise saying he’d seen my case keep popping up and had decided to deal with it personally. he gave me a free 600 xla points, great - calling them continuously cost me roughly the price of two games (i only have a mobile). My first month with an xbox360 was the most unpleasant ever and i toyed numerous times with sending them the mangled remains in the post but feared causing a bomb scare!

    what was my point again? oh yeah, they’re support is shameful. And the email support? well, i think it’s misleading to use the word support in the sentence. Every request i tried to field to support was responded to with a message to call the support telephone line. rubbish!

  29. XBROKE360.com » Blog Archive » Why I made this site..... Says:

    […] I mean Come on man. I my self have gone through 3 consoles how can that be normal I have been a gamer ever since I was like 4. I have have owned pretty much all the major consoles and never had any problems. What gives Bill? MMM… let’s see I have owned 1 Atari 2600, 1 NES, 1 SEGA Genesis, 1 SNES, 1 N64, 1 Dreamcast, 1 Original xbox and 3 xbox 360’s and counting. To add insult to injury my latest 360 broke very mysteriously after the spring update; To pour salt in the wound and rub it with lemon juice I had to pay M$ to fix it because the extended warranty from the last repair had expired WTF!!! want some more BS spewed from the corporate propagandists check this out: * Q (from reader): I’d like a straight answer on issues with hardware quality (have suffered through 2 defective 360’s in a 7 month span and am about to call it quits with this system). MS claims an ‘accceptable’ 3% failure rate but I imagine the actual number to be much higher — perhaps 2x or 3x more? * A: I can’t comment on failure rates, because it’s just not something - it’s a moving target. What this consumer should worry about is the way that we’ve treated him. Y’know, things break, and if we’ve treated him well and fixed his problem, that’s something that we’re focused on right now. I’m not going to comment on individual failure rates because I’m shipping in 36 countries and it’s a complex business. […]

  30. The Great Xbox 360 Repair Debacle.Been waiting over a month for your console? Says:

    […] On April 19th, Mercury News were able to interview Peter Moore (pictured above), Corporate Vice President of Microsoft’s Interactive Entertainment Business division, and put forward a few reader questions. Here is one of those very questions: Q (from reader): I’d like a straight answer on issues with hardware quality (have suffered through 2 defective 360’s in a 7 month span and am about to call it quits with this system). MS claims an ‘acceptable’ 3% failure rate but I imagine the actual number to be much higher — perhaps 2x or 3x more? […]

  31. NEW FOR XBOX 360! Warranty Extension 2007: The Red Ring of Death | Digital Daily | John Paczkowski | AllThingsD Says:

    […] Microsoft choked down a big plate of crow this morning, acknowledging widespread reports of Xbox 360 failures and offering full repairs for the most widely reported console malfunction, the so-called red ring of death. […]

  32. poiu Says:

    Very nice work, admin :) Good luck!.

  33. gari Says:

    Nice looking site.a

  34. Carl Says:

    Carl…

    thanks thats a great post maybe a little confused but i think it´s ok to start with it…

  35. La mia PS3 non sa pi� leggere - Page 2 - Videogiochi Forum su Multiplayer.it Says:

    […] Q (from reader): I�d like a straight answer on issues with hardware quality (have suffered through 2 defective 360�s in a 7 month span and am about to call it quits with this system). MS claims an �accceptable� 3% failure rate but I imagine the actual number to be much higher � perhaps 2x or 3x more? A: I can�t comment on failure rates, because it�s just not something � it�s a moving target. What this consumer should worry about is the way that we�ve treated him. Y�know, things break, and if we�ve treated him well and fixed his problem, that�s something that we�re focused on right now. I�m not going to comment on individual failure rates because I�m shipping in 36 countries and it�s a complex business. (L’intervista si trova qui.) Il famoso 30% viene riportato qui: Gizmodo Va preso con le molle, in quanto non sono dati ufficiali E’ COMUNQUE SCANDALOSO (vuol dire, una su 3…se non � quella che hai preso dallo scaffale, � una delle 2 di fianco) Ma almeno non mi sono inventato il dato ^^ Da dove viene il 70% che hai scritto? (Ho provato a cercare, ma google non mi ha aiutato - non ho visto neppure statistiche di failure rates sulle falcon. Qualcuna si sar� rotta anche..ma non credo sia comparabile con il rate delle vecchie^^) Citazione: […]

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