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Microsoft’s UK repair centre in Havant is now redistributing faulty consoles to foreign repair centres in order to clear an overwhelming backlog and keep up with the 1,500 to 2,500 Xbox 360s arriving at its doors on a daily basis, according to customer reports.
According to Lee Sherman (Gamertag, Toxic Daywalker), who sent us details of his horrible experience, his Xbox 360 had been sent to Prague for repair, which has extended the repair time considerably.
He talks of how three weeks and repeated phone calls yielded no further clues to the status of his repair, with customer service representatives merely telling him that it would be “returned shortly”.
Lee even claims that when he asked to speak to the repair centre direct, he was told this wasn’t possible because they don’t have phones... However, using a directory enquiry service he was able to obtain the number for the repair centre, where he was shocked to learn that his console was actually in Prague, not Havant as Microsoft customer service reps had claimed.
Additionally, the call to the Havant repair centre revealed some other worrying stats: “A shocking statistic we found out though is that between 1,500 to 2,500 consoles get sent to Havant by three UPS lorries per day, to then be shipped to Prague for repair,” Lee told us, going on to add, “[We] phoned up Nora the [customer service] supervisor again, who then admitted my console was in Prague and hadn’t been looked at yet – she seemed amazed that we knew!”
Comments from users on the Xbox.com forum reveal similar woes, and some have also discovered their consoles are indeed in repair centres outside of the UK: “I just spoke to the customer support people because my 360 has been gone since the 8th of June,” says forum user, LordBrown in a post dated 23rd of June. “Apparently because of the backlog in Havant they’re sending 360s to repair centres outside the UK! And that because of this Microsoft are legally allowed an additional ten days to get your 360 back to you.”
From the sounds of things it seems Microsoft is fighting a losing battle on this front, as more and more units flood in for repair. It kind of reminds of that bit in Santa Claus The Movie when all of those defective wooden toys started falling apart…
We connected Microsoft this morning, however we’re still waiting for an official response. We’ll let you know the moment we hear anything.
If true this is insane!
I would like to know what batch of 360 it is breaking down, is it still the launch batch of newer ones.
My only guess to this would be a whole manufacturing plant for UK models has fecked up some where. Looks like Prague doesnt have a problem if they can take up the slake for us.
I couldnt belive that MS has a quality control this bad as a whole.
(well Windows but that different )
I think on the whole this could possibly be the retail batch and the batchs from a few months on.
I actually haven't had any problems with my 360 *touch wood* but I can see how this story would be true.
My friend who had the "red ring of death" sent his xbox out 2 weeks ago for repair and then phoned Microsoft to see what was taking so long and they have told him it will be another 2 weeks because they haven't started repairing it yet.
Once again Microsoft deliver something decent and then its let down by poor service.
I would like to know what batch of 360 it is breaking down, is it still the launch batch of newer ones.
My only guess to this would be a whole manufacturing plant for UK models has fecked up some where. Looks like Prague doesnt have a problem if they can take up the slake for us.
I couldnt belive that MS has a quality control this bad as a whole.
(well Windows but that different )
every 360 made to date is at fault, the CPU gets enough cooling but the GPU is placed directly under the disk drive and has just a heatsink ontop and doesnt get much if any cooling at all, so it gets extremely hot and this leads to the motherboard actually warping and the GPU/CPU popping off the motherboard. they have recently been adding a new cooling solution to refurb units and im interested to see if this works but basically every 360 made to date (even elites) are made with this fault, so they all run the risk of breaking sometime or another.
when they move the insides down to the 65nm process i really hope they redesign the whole motherboard because they really need to sort this problem out as ill not even think about buying a 360 till they do, no matter how much i want the games.
2,500 Broken 360s Per Day In UK
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