Admits there are “isolated reports” of faulty Xbox 360s
Microsoft has responded to claims by the BBC’s Watchdog programme (see previous article) that it is charging excessive amounts for Xbox 360 repairs, stating that there is “no systemic issue” with the console.
Last night’s episode of the consumer affairs show featured two gamers whose Xbox 360 units had broken after just over a year of use, and were told they would have to pay around GBP 80 to get their consoles fixed.
In an official statement issued to GamesIndustry.biz, Microsoft said that the “vast majority” of Xbox 360 owners have had an “outstanding experience” with the console.
But the platform holder went on to concede: “That being said, we have received a few isolated reports of consoles not working as expected.
“It’s important to note that there is no systemic issue with Xbox 360 – each incident is unique and these customer inquiries are being handled on a case-by-case basis.”
Microsoft has not revealed details of how many Xbox 360 units have been found faulty, but did state that the return rate is “significantly lower” than the CE industry average of between 3 and 5 per cent.
“Customer satisfaction is our highest priority, and we do everything we can to take care of gamers who may be having problems with their consoles,” the company said.
“Anybody having an issue with their Xbox 360 console should call customer service immediately so that we can help. Microsoft voluntarily provides customers with a one year manufacturer’s warranty in the UK which operates over and above the legally required retailer warranty for all consumer goods.”
Microsoft, Xbox 360, BBC, Watchdog, Response